Q&A: Salesforce Agentforce
Q&A with Our Experts: Harnessing the Power of Agentforce
In NeuraFlash’s recent webinar, “Are You Ready for Agentforce,” we explored the incredible capabilities of Salesforce Agentforce. Our AI experts and leaders—Tom Hebner, Patrick Beyris, and Dane Peterson—provided in-depth insights, live demos, and a step-by-step look into the building process. Below are some of the key questions attendees asked, along with the expert answers that followed.
How can Agentforce help agents predict client behavior and improve their strategies?
Agentforce leverages Salesforce’s generative AI to provide tools like customer interaction summaries and real-time insights. These features empower agents to anticipate client behavior and refine their strategies. As Agentforce evolves, it’s shifting from reactive tasks to proactively identifying trends and delivering strategic value to businesses.
Does Agentforce utilize data graphs, and what are their benefits?
By default, Salesforce Agentforce doesn’t automatically implement data graphs. However, it can be configured to do so through custom actions. With data graphs, users can integrate related data sets—such as accounts, cases, and opportunities—into a unified framework, streamlining decision-making. Additionally, Agentforce uses vector databases (RAG) for enhanced data retrieval, adding sophistication to its AI-powered solutions.
Should we start with customer-facing or internal-facing applications of Agentforce?
Given Agentforce’s maturity, we recommend starting with customer-facing applications, which typically deliver a clear and measurable ROI. AI is particularly effective for high-volume, repetitive tasks, such as troubleshooting and product inquiries. Automating these areas allows agents to focus on higher-value activities, like cross-selling and upselling. While Agentforce can also benefit internal processes over time, beginning with customer-facing use cases usually provides the quickest and most visible results.
How do you determine if Agentforce is the right solution for a specific use case?
We begin by assessing tasks that traditional bots handle. Simple lookups (e.g., “Where’s my order?”) may not require AI, but more complex, conversational interactions are ideal for Agentforce. Our approach includes evaluating potential ROI by identifying areas where Agentforce can create the most impact. We also recommend a hybrid strategy, where existing bots and Agentforce collaborate seamlessly to optimize performance.
What’s the best way to ensure success when starting with Agentforce?
The key is to start with use cases backed by sufficient data and well-understood processes. High-volume, repetitive tasks that follow predictable patterns are ideal candidates. Success in these areas can serve as a proof of concept, building momentum for broader AI adoption within your organization.
With the insights shared during the webinar, businesses are now equipped to unlock the full potential of Agentforce, driving efficiency, strategic value, and long-term growth.
Looking for more information? Check out our webinar recap, see more FAQs or get in touch today!
