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Agents need three things to get work done: data, reasoning, and actions. With Agentforce, agents can connect to any data source and use it in real time to plan, reason, and evaluate. And Agentforce agents can leverage any workflow, automation, or API to complete tasks. Read on to learn how it all works.\n","link_1":{"variant":"primary","label":"Watch demos","source":"standard-link","url":"https://www.salesforce.com/form/agentforce/demo/?d=pb","target":"_blank"},"link_2":{"variant":"secondary","url":"https://www.salesforce.com/form/agentforce/contact-us/?d=pb","source":"standard-link","label":"Talk to an expert","target":"_blank"},"media":{"video":{"video_type":"vidyard","uuid":"BnUu5y9ptP2UvynS2LzLFc"}},"blade_background_type":{"kind":"custom_background","blade_custom_image_desktop":{"src":"https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/10/Background_Marquee.webp?w=1024","alt":"","title":"2024/10/Background_Marquee.webp","sizes":[{"src":"https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/10/Background_Marquee.webp?resize=150,150","width":150,"height":150},{"src":"https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/10/Background_Marquee.webp?resize=300,181","width":300,"height":181},{"src":"https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/10/Background_Marquee.webp?resize=768,464","width":768,"height":464},{"src":"https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/10/Background_Marquee.webp?resize=1024,619","width":1024,"height":619}],"width":1024,"height":619,"file_url":"https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/10/Background_Marquee.webp"},"blade_custom_image_mobile":{"src":"https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/10/product-agentforce-agent-builder-marquee-background-desktop.png?w=1024","alt":"","title":"2024/10/product-agentforce-agent-builder-marquee-background-desktop.png","sizes":[{"src":"https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/10/product-agentforce-agent-builder-marquee-background-desktop.png?resize=150,150","width":150,"height":150},{"src":"https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/10/product-agentforce-agent-builder-marquee-background-desktop.png?resize=300,94","width":300,"height":94},{"src":"https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/10/product-agentforce-agent-builder-marquee-background-desktop.png?resize=768,240","width":768,"height":240},{"src":"https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/10/product-agentforce-agent-builder-marquee-background-desktop.png?resize=1024,320","width":1024,"height":320},{"src":"https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/10/product-agentforce-agent-builder-marquee-background-desktop.png?resize=1536,480","width":1536,"height":480},{"src":"https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/10/product-agentforce-agent-builder-marquee-background-desktop.png?resize=2048,640","width":2048,"height":640}],"width":1024,"height":320,"file_url":"https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/10/product-agentforce-agent-builder-marquee-background-desktop.png"}}},"path":"/agentforce/how-it-works","urlLoc":"us","curHref":"/agentforce/how-it-works/?bc=OTH","curLocale":"en-us","cdnEnvTag":"stable","tbidGreeting":{"isEnabled":false,"thEndpoint":"https://mobile.api.trailhead.com/graphql","localization":{"localizedGreeting":"Hello, {firstname}!","localizedWordForBadges":"Badges","localizedWordForPoints":"Points"}},"pageAttrs":{"livechat":{"enabled":true},"content_type":"page"},"wpTemplate":"open-template","seoOptions":{"eager_load_images":true}},{"id":"1730037052639_10pa","name":"sf/text","attributes":{"blade_layout":"center","audience_segment":["customer","prospect"],"minimize_blade_spacing":true,"experiment_type":"content","headline":"Only Agentforce brings together humans + AI + data + action.","description":"

Agentforce agents operate autonomously by retrieving the right data on demand, building action plans for any task, and executing these plans without needing human intervention. Using real-time data to adapt to changing conditions, they operate independently within your organization’s specific guardrails to ensure every customer interaction is accurate.\n","headline_size":"large","column_grid":"one"},"path":"/agentforce/how-it-works","urlLoc":"us","curHref":"/agentforce/how-it-works/?bc=OTH","curLocale":"en-us","cdnEnvTag":"stable","pageAttrs":{"livechat":{"enabled":true},"content_type":"page"},"wpTemplate":"open-template","seoOptions":{"eager_load_images":true}},{"id":"1693332834776_ijn","name":"sf/productfeature","attributes":{"blade_layout":"left","audience_segment":["prospect","customer"],"experiment_type":"content","headline":"Bring trusted data to your agents.","description":"","link_1":{"variant":"primary","label":"Discover Data 360","url":"https://www.salesforce.com/data/","ariaLabel":"","source":"standard-link"}},"media_items":[{"media":{"image":{"src":"https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/10/How-agentforce-work-Data-Cloud.webp?w=1024","alt":"In Agentforce, unstructured data including articles and policy docs is used to give an AI agent knowledge.","title":"2024/10/How-agentforce-work-Data-Cloud.webp","sizes":[{"src":"https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/10/How-agentforce-work-Data-Cloud.webp?resize=150,150","width":150,"height":150},{"src":"https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/10/How-agentforce-work-Data-Cloud.webp?resize=300,300","width":300,"height":300},{"src":"https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/10/How-agentforce-work-Data-Cloud.webp?resize=768,768","width":768,"height":768},{"src":"https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/10/How-agentforce-work-Data-Cloud.webp?resize=1024,1024","width":1024,"height":1024}],"width":1024,"height":1024,"file_url":"https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/10/How-agentforce-work-Data-Cloud.webp"}},"headline":"Data 360","description":"

Data 360 gives agents real-time access to the data they need to do work, without the need to copy data from existing warehouses. Create powerful agents that refer to your connected structured and unstructured data. That includes company knowledge articles, CRM data, external data lakes, and more.\n","kind":"card_showhide","id":"1694457637306_3f8"},{"media":{"image":{"src":"https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/10/How-agentforce-work-Metadata.webp?w=1024","alt":"A view of the metadata available to the AI agent to reference.","title":"2024/10/How-agentforce-work-Metadata.webp","sizes":[{"src":"https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/10/How-agentforce-work-Metadata.webp?resize=150,150","width":150,"height":150},{"src":"https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/10/How-agentforce-work-Metadata.webp?resize=300,300","width":300,"height":300},{"src":"https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/10/How-agentforce-work-Metadata.webp?resize=768,768","width":768,"height":768},{"src":"https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/10/How-agentforce-work-Metadata.webp?resize=1024,1024","width":1024,"height":1024}],"width":1024,"height":1024,"file_url":"https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/10/How-agentforce-work-Metadata.webp"}},"headline":"Metadata","description":"

Metadata allows agents to know the context of your business and the actions available to them. Metadata is a core part of the Agentforce 360 Platform: Every field, label, entry, and automation built on the platform is tagged with relevant metadata that Agentforce can read and understand. This metadata allows the agent to know exactly how to use a flow or what data it needs to pull in.\n","kind":"card_showhide","id":"1693332834743_h9w"},{"media":{"image":{"src":"https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/10/How-agentforce-work-prompt-builder-ui.webp?w=1024","alt":"In the Prompt Builder Template Workspace, a prompt gets configured.","title":"2024/10/How-agentforce-work-prompt-builder-ui.webp","sizes":[{"src":"https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/10/How-agentforce-work-prompt-builder-ui.webp?resize=150,150","width":150,"height":150},{"src":"https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/10/How-agentforce-work-prompt-builder-ui.webp?resize=300,300","width":300,"height":300},{"src":"https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/10/How-agentforce-work-prompt-builder-ui.webp?resize=768,768","width":768,"height":768},{"src":"https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/10/How-agentforce-work-prompt-builder-ui.webp?resize=1024,1024","width":1024,"height":1024}],"width":1024,"height":1024,"file_url":"https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/10/How-agentforce-work-prompt-builder-ui.webp"}},"headline":"Prompt Builder","description":"

Prompt Builder lets you build repeatable, tailored prompts that can deliver the exact data an agent needs to do work. These prompts can be used by agents to find and retrieve structured and unstructured data in real time through Retrieval Augmented Generation.\n

Learn more\n","kind":"card_showhide","id":"1694457559335_4d7"}],"path":"/agentforce/how-it-works","urlLoc":"us","curHref":"/agentforce/how-it-works/?bc=OTH","curLocale":"en-us","cdnEnvTag":"stable","pageAttrs":{"livechat":{"enabled":true},"content_type":"page"},"wpTemplate":"open-template","seoOptions":{"eager_load_images":true}},{"id":"1679768474348_15tk","name":"sf/productfeature","attributes":{"blade_layout":"right","audience_segment":["prospect","customer"],"experiment_type":"content","headline":"Agentforce learns and reasons with the Atlas Reasoning Engine.","description":""},"media_items":[{"media":{"image":{"src":"https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/10/How-agentforce-work-RAG.webp?w=1024","alt":"A view of the Atlas reasoning engine interface, in which a new data library is assembled.","title":"2024/10/How-agentforce-work-RAG.webp","sizes":[{"src":"https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/10/How-agentforce-work-RAG.webp?resize=150,150","width":150,"height":150},{"src":"https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/10/How-agentforce-work-RAG.webp?resize=300,300","width":300,"height":300},{"src":"https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/10/How-agentforce-work-RAG.webp?resize=768,768","width":768,"height":768},{"src":"https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/10/How-agentforce-work-RAG.webp?resize=1024,1024","width":1024,"height":1024}],"width":1024,"height":1024,"file_url":"https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/10/How-agentforce-work-RAG.webp"}},"headline":"Advanced RAG","description":"

The Atlas Reasoning Engine uses advanced techniques like ensemble retrieval augmented generation (RAG), which combines the strengths of several RAG models, to find highly specific, accurate data for agents. Agents can search across structured and unstructured data to find similar language to the initial task, giving them the knowledge they need to respond and act with precision.\n","kind":"card_showhide","id":"1679768474324_11mj"},{"media":{"image":{"src":"https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/10/How-agentforce-work-Agentic-loops.webp?w=1024","alt":"A graph depicting how the Atlas Reasoning Engine learns and reasons in a constantly improving loop.","title":"2024/10/How-agentforce-work-Agentic-loops.webp","sizes":[{"src":"https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/10/How-agentforce-work-Agentic-loops.webp?resize=150,150","width":150,"height":150},{"src":"https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/10/How-agentforce-work-Agentic-loops.webp?resize=300,300","width":300,"height":300},{"src":"https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/10/How-agentforce-work-Agentic-loops.webp?resize=768,768","width":768,"height":768},{"src":"https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/10/How-agentforce-work-Agentic-loops.webp?resize=1024,1024","width":1024,"height":1024}],"width":1024,"height":1024,"file_url":"https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/10/How-agentforce-work-Agentic-loops.webp"}},"headline":"Agentic Loops","description":"

The Atlas Reasoning Engine breaks down the initial prompt into smaller tasks, evaluating at each step and proposing a plan for how to proceed. For example, if an agent is handling a customer inquiry, it identifies the intent, searches for relevant data, creates a plan of action, and evaluates the effectiveness of the action. If unsatifactory, the agent continues to adapt and refine the plan by asking for additional information. This ensures that the initial prompt can be completed accurately.\n","kind":"card_showhide","id":"1682442240964_1akg"},{"media":{"image":{"src":"https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/10/How-agentforce-work-Topic-classification.webp?w=1024","alt":"A view of a Topic being configured in Agentforce, with natural language directions for an order management task.","title":"2024/10/How-agentforce-work-Topic-classification.webp","sizes":[{"src":"https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/10/How-agentforce-work-Topic-classification.webp?resize=150,150","width":150,"height":150},{"src":"https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/10/How-agentforce-work-Topic-classification.webp?resize=300,300","width":300,"height":300},{"src":"https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/10/How-agentforce-work-Topic-classification.webp?resize=768,768","width":768,"height":768},{"src":"https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/10/How-agentforce-work-Topic-classification.webp?resize=1024,1024","width":1024,"height":1024}],"width":1024,"height":1024,"file_url":"https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/10/How-agentforce-work-Topic-classification.webp"}},"headline":"Topic Classification","description":"

The Atlas Reasoning Engine evaluates a user request against all of the topics available to an agent, and then selects the most appropriate one to accomplish the task.\n","kind":"card_showhide","id":"1682442243345_1czy"}],"path":"/agentforce/how-it-works","urlLoc":"us","curHref":"/agentforce/how-it-works/?bc=OTH","curLocale":"en-us","cdnEnvTag":"stable","pageAttrs":{"livechat":{"enabled":true},"content_type":"page"},"wpTemplate":"open-template","seoOptions":{"eager_load_images":false}},{"id":"1729721607563_1c6r","name":"sf/productfeature","attributes":{"blade_layout":"left","audience_segment":["prospect","customer"],"experiment_type":"content","headline":"Agentforce takes action across your entire enterprise.","description":""},"media_items":[{"media":{"image":{"src":"https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/10/How-agentforce-work-Applications.webp?w=1024","alt":"A chat window between a sales customer and a sales AI agent, discussing pricing.","title":"2024/10/How-agentforce-work-Applications.webp","sizes":[{"src":"https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/10/How-agentforce-work-Applications.webp?resize=150,150","width":150,"height":150},{"src":"https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/10/How-agentforce-work-Applications.webp?resize=300,300","width":300,"height":300},{"src":"https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/10/How-agentforce-work-Applications.webp?resize=768,768","width":768,"height":768},{"src":"https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/10/How-agentforce-work-Applications.webp?resize=1024,1024","width":1024,"height":1024}],"width":1024,"height":1024,"file_url":"https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/10/How-agentforce-work-Applications.webp"}},"headline":"Applications","description":"

Agentforce is natively integrated with the entire Salesforce Customer 360. From Sales and Service to Commerce and Marketing, agents can use complete customer context from your CRM applications and take action directly within the flow of work for your employees. For example, an agent can use engagement data to identify an opportunity to upsell and generate a personalized email to a prospect.\n","kind":"card_showhide","id":"1729721607544_5hi"},{"media":{"image":{"src":"https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/10/How-agentforce-work-Conversations.webp?w=1024","alt":"In a chat window, a sales rep agent gives a sales employee context about an account.","title":"2024/10/How-agentforce-work-Conversations.webp","sizes":[{"src":"https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/10/How-agentforce-work-Conversations.webp?resize=150,150","width":150,"height":150},{"src":"https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/10/How-agentforce-work-Conversations.webp?resize=300,300","width":300,"height":300},{"src":"https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/10/How-agentforce-work-Conversations.webp?resize=768,768","width":768,"height":768},{"src":"https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/10/How-agentforce-work-Conversations.webp?resize=1024,1024","width":1024,"height":1024}],"width":1024,"height":1024,"file_url":"https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/10/How-agentforce-work-Conversations.webp"}},"headline":"Conversations","description":"

Agentforce can be embedded across web and mobile chat, email, SMS, and Slack to meet your customers wherever they are. Agents can reply natively, and also seamlessly handoff to human employees across any channel. For example, a customer can log onto your website and have a conversation with an agent to troubleshoot a broken item. The agent replies with best practices and trouble shooting instructions to close out the case.\n","kind":"card_showhide","id":"1729721607545_1c59"},{"media":{"image":{"src":"https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/10/agent-builder-workflows.png?w=1024","alt":"A view of a workflow setup, and the data types used in it, for a hotel reservation system.","title":"2024/10/agent-builder-workflows.png","sizes":[{"src":"https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/10/agent-builder-workflows.png?resize=150,150","width":150,"height":150},{"src":"https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/10/agent-builder-workflows.png?resize=300,300","width":300,"height":300},{"src":"https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/10/agent-builder-workflows.png?resize=768,768","width":768,"height":768},{"src":"https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/10/agent-builder-workflows.png?resize=1024,1024","width":1024,"height":1024}],"width":1024,"height":1024,"file_url":"https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/10/agent-builder-workflows.png"}},"headline":"Workflows","description":"

Agents can take advantage of prebuilt Flows to automate business processes. Agents can be configured to run Flows and use their output to help respond to the intial prompt. Agents can also be embedded within a Flow to help automate even more work. For example, an agent can run a flow to automatically elevate the priority of a customer case ticket based on certain criteria.\n","kind":"card_showhide","id":"1729721607548_1btg"}],"path":"/agentforce/how-it-works","urlLoc":"us","curHref":"/agentforce/how-it-works/?bc=OTH","curLocale":"en-us","cdnEnvTag":"stable","pageAttrs":{"livechat":{"enabled":true},"content_type":"page"},"wpTemplate":"open-template","seoOptions":{"eager_load_images":false}},{"id":"1731009008746_ayc_699516","name":"sf/promotion","attributes":{"blade_layout":"float_image","audience_segment":["customer","prospect"],"experiment_type":"content","headline":"Agentforce Activator. Confidently deploy agents fast.","description":"

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Tell us about your business needs, and we’ll help you find answers.\n","link":{"label":"Contact us","variant":"text","url":"https://www.salesforce.com/form/agentforce/contact-us/?d=pb ","ariaLabel":"","target":"_blank"},"kind":"card_contactus","id":"1726698719155_yw6"}],"path":"/agentforce/how-it-works","urlLoc":"us","curHref":"/agentforce/how-it-works/?bc=OTH","curLocale":"en-us","cdnEnvTag":"stable","pageAttrs":{"livechat":{"enabled":true},"content_type":"page"},"wpTemplate":"open-template","seoOptions":{"eager_load_images":false}},{"id":"1691508978479_9la","name":"sf/faq","attributes":{"audience_segment":["customer","prospect"],"experiment_type":"content","headline":"Agentforce Frequently Asked Questions","blade_background_type":{"kind":"standard_background"}},"tab_items":[{"label":"Agentforce Frequently Asked Questions","kind":"card_faq-category","id":"1691508978544_12gu","content":[{"kind":"accordion_group","id":"1731345284088_9tb","accordions":[{"headline":"What is an AI agent?","description":"

An AI agent is an intelligent system that can get work done proactively and autonomously, meaning it doesn't require human input. Agents can be triggered by changes in data and automations. They can understand and respond to human conversation dynamically. And they rely on machine learning and natural language processing (NLP) to reason and handle a wide range of tasks, from answering simple questions to resolving complex issues. Learn more with AI agent courses.\n","kind":"card_faq-qna","id":"1691508978647_t34"},{"headline":"How is an AI agent different from a chatbot?","description":"

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There are many AI agent use cases. You can customize an AI agent to fit any use case and any industry. Salesforce offers a range of out-of-the-box agents for service, sales, marketing, and commerce, so you can get started in minutes. These are just some examples of how agents can support your business:\n