Salesforce Agentforce Everything You Need to Know About AI Agents, Pricing, Integrations, and Industry Solutions

Salesforce Agentforce: What Customer Support Teams Need to Know

Since its debut at Dreamforce in September 2024, Salesforce Agentforce has shifted how AI supports customer experience and service. Salesforce quickly ramped up hiring to meet demand, reflecting the platform’s significance. CEO Marc Benioff called Agentforce “the third wave of AI,” highlighting its role in delivering intelligent agents that actively drive customer success with high accuracy and low hallucination rates.

Agentforce is so central to Salesforce's strategy that Benioff stated, “The only thing we’re going to do at Salesforce is Agentforce.” Here’s what customer support professionals should understand about this evolving platform.

What Is Agentforce?

Agentforce sits as a platform layer within Salesforce, offering generative AI bots that are trusted to take autonomous actions. Unlike general-purpose AI like ChatGPT, Agentforce bots are trained on internal company data, including Salesforce Data Cloud, enabling flexible and context-aware responses beyond scripted chatbots.

The platform combines three tools—Agent Builder, Model Builder, and Prompt Builder—to create customizable, low-code AI agents for various industries. Some initial agents include:

• Campaign Optimizer: Manages full marketing campaign lifecycles.
• Service Agent: Replaces traditional chatbots for customer service.
• Buyer: Assists B2B customers in product discovery and order tracking.
• Personal Shopper: Offers product recommendations and search help.
• Merchant: Handles merchandising tasks like promotions and product descriptions.
• Sales Development Representative: Engages potential leads around the clock.
• Sales Coach: Supports sales team training and pitching practice.

Agentforce One became generally available on October 25, 2024, starting at $2 per conversation, with discounts for high-volume users. The Agentforce Partner Network allows third parties to deploy or integrate custom agents, expanding its ecosystem.

How Does Agentforce Work?

Agentforce is built for users without deep AI or bot-building expertise. Benioff described it as “AI for the rest of us,” meaning no need to understand complex AI models or computer science.

The platform operates on the Atlas Reasoning Engine, an advanced iteration of Salesforce’s Einstein AI. It simulates human thinking and planning, adapting to real-time data conditions while operating within company-defined guardrails. Salesforce claims Agentforce has the lowest hallucination rate among generative AI agents, ensuring reliable responses.

Key Salesforce Integrations for Agentforce

Data Cloud

Data Cloud unifies customer data and metadata, giving Agentforce agents the context needed for accurate, personalized interactions. It supports structured and unstructured data—like emails, transcripts, and PDFs—and includes Retrieval-Augmented Generation (RAG) features to upload files and URLs as data sources.

Customer 360

Integration with Customer 360 allows Agentforce agents to access sales, service, marketing, and commerce data, enabling smooth handoffs to human agents with complete conversation histories.

Heroku

Heroku Managed Inference and AppLink help developers quickly deploy and maintain custom servers connected to Agentforce, backed by secure infrastructure and DevOps automation.

MuleSoft

MuleSoft extends Agentforce by enabling API integration and automation. Its new Model Context Protocol (MCP) connectors make APIs agent-ready with built-in security and monitoring.

Slack

Slack acts as a hub for employees to interact with Agentforce, triggering workflows and managing tasks without switching apps. Agentforce leverages Slack Enterprise Search to learn from conversations, improving response relevance.

Tableau

Tableau Einstein embeds AI-powered analytics within workflows, encouraging data-driven decisions powered by Agentforce insights.

Agentforce Testing Center

Launched in December 2024, the Testing Center allows businesses to validate AI agents before deployment. It ensures agents follow instructions, remain factual, and perform quickly, reducing risk. The center provides tools for testing, auditing, and scaling AI agents.

Library of Skills and Integrations

Salesforce introduced a library of ready-to-use skills covering CRM, Slack, Tableau, and AppExchange integrations. These simplify building AI agents tailored to specific workflows.

• CRM Skills: Automate lead nurturing, sales coaching, and service scheduling.
• Sales Development: Nurture leads based on defined rules.
• Sales Coaching: Provide real-time feedback during sales calls.
• MuleSoft Integrations: Connect Agentforce to ERP or marketing automation for workflow automation.

Who’s Using Agentforce?

Salesforce itself uses Agentforce internally, with agents handling 83% of support queries and reducing human escalations by half within two weeks. RBC applies Agentforce with Data Cloud to assist financial advisors by integrating client data and enabling complex question answering.

Accenture uses Agentforce to automate document retrieval, provide recommendations, and streamline proposal creation, enhancing collaboration and efficiency.

Other publicly known users include:

• 1-800-ACCOUNTANT
• AAA Washington
• The Adecco Group
• BACA Systems
• Bouygues Telecom
• City of Kyle, Tex.
• Finnair
• Goodyear
• L’Oréal
• PepsiCo
• Wayfair
• Wiley

Trust and Governance for Agentforce

In May 2025, Salesforce introduced governance, security, and compliance features to support trusted AI agent deployment. These capabilities provide control and visibility across data inside and outside Salesforce applications.

Key tools include:

• Salesforce Backup & Recover: Automated backups and restoration at the field level.
• Salesforce Archive: Supports regulatory compliance and data retention policies.
• Data Mask and Seed: Safeguards sandbox data for testing and deployment.
• Shield 2.0: Offers enhanced user activity visibility and threat detection.
• Security Center 2.0: Simplifies security posture management with automated risk assessments.

These features help developers build and test Agentforce agents with confidence before production.

Agentforce Pricing Models

Initially priced at $2 per conversation, Salesforce expanded pricing options by May 2025:

• Flex Credits: Consumption-based credits ($0.10 per action) that align costs with actual agent actions, available in packs starting at 100,000 credits for $500.
• Flex Agreement: Allows shifting investments between human licenses and digital labor credits as business needs evolve.
• User Licenses and Add-Ons: Per-user, per-month pricing for unlimited employee-facing agent use.

By August 2025, Salesforce added three payment options:

• Pay-as-you-go: Monthly payment with no upfront commitment.
• Pre-commit: Upfront commitment with better pricing, billed monthly.
• Pre-purchase: Upfront payment for maximum savings, suited for consistent usage.

Agentforce in Salesforce Marketing Cloud Next

In June 2025, Salesforce launched Marketing Cloud Next, embedding autonomous AI agents across marketing funnels. This agentic marketing approach lets AI independently execute, personalize, and optimize campaigns.

Marketers can set goals—such as boosting product awareness—and the AI builds and manages campaigns across channels like email and SMS. Features include Agentforce Campaign Creation and Web Curation.

What’s New in Agentforce 3?

Agentforce 3, announced in June 2025, focuses on observability and control. The new Agentforce Command Center provides a unified dashboard to monitor agent health, analyze interactions, and optimize performance with AI-driven recommendations.

MCP Support

Agentforce 3 adds a native Model Context Protocol (MCP) client, enabling connection to any MCP-compliant server without custom coding. This opens access to tools and resources governed by existing security policies. Launch partners include AWS, Google Cloud, IBM, PayPal, and Stripe.

Additional improvements include reduced latency, broader geographic and language support.

Agentforce for Vertical Markets

Salesforce offers specialized Agentforce platforms for verticals, speeding up AI adoption with pre-built agents.

Agentforce for Retail

• Order management: Conversational self-service for updating orders.
• Guided shopping: Natural language product recommendations and checkout.
• Appointment scheduling: Automated scheduling for deliveries and services.
• Loyalty promotion creation: Helps marketers optimize loyalty offers conversationally.

This was announced alongside Retail Cloud with Modern POS, which unifies online and offline inventory data.

Agentforce for Field Service

Released in April 2025, this platform assists dispatchers and technicians by automating scheduling and routine tasks. Features include voice commands and audio playback to aid technicians on the move, boosting productivity and safety.

Agentforce for HR Service

Launched in May 2025, this version embeds AI agents into HR platforms to handle common employee requests conversationally, such as updating personal details, managing time off, and tracking expenses. It integrates with major HRIS and HCM systems, reducing the need for ticketing or searching policy documents.

Agentforce for Financial Services

Also introduced in May 2025, this includes role-based AI agents for advisors, bankers, and loan officers. The agents automate meeting prep, routine service tasks, and loan guidance while adhering to compliance and internal policies.

Agentforce for Revenue

Announced in July 2025, this solution helps revenue teams automate quoting, follow-ups, and data entry. Embedded in Revenue Cloud, it streamlines quote-to-cash processes with AI-assisted product configuration and contract management.

For customer support professionals interested in AI and automation tools, exploring courses at Complete AI Training can help build practical skills for working with platforms like Agentforce.