Salesforce made a splash on December 17th with the unveiling of Agentforce 2.0. It’s a game-changing platform that’s redefining how we work. Forget basic chatbots; we’re referring to an entire artificial intelligence system that will provide your teams with reliable, self-governing AI agents—a veritable digital workforce.
Salesforce Agentforce 2.0 is a revolutionary leap into the world of digital labor from Salesforce.
This isn’t just an upgrade; it’s a reinvention of how businesses operate. With advanced reasoning capabilities and seamless integration across Salesforce, Slack, Tableau, and AppExchange, Agentforce 2.0 is designed to tackle complex tasks, access critical data, and deliver actionable insights—all while you focus on growing your business.
Are you wondering why Agentforce 2.0 is essential? explore its unique features and see how it is establishing a new benchmark for processes driven by artificial intelligence.
What Is Agentforce 2.0?
Agentforce 2.0 isn’t just an update—it’s a revolution in digital labor. Designed to empower businesses, it combines advanced reasoning, seamless integration, and unprecedented customisation to create autonomous AI agents that go beyond traditional AI tools.
These agents don’t just provide answers—they take action, handling complex, multi-step tasks with precision and speed.
Why does this matter? Because today’s teams are stretched thin, facing backlogs and subpar customer experiences. Unlike other AI tools that rely on generic responses, Agentforce 2.0 transforms how work gets done by acting autonomously, whether it’s prequalifying job candidates, enhancing CVs, or nurturing leads with tailored recommendations.
Read more: What is Salesforce Agentforce?
When can you get your hands on it?
Here’s a quick rundown of the release schedule:
- Tableau Skills: Available from 18th December 2024
- Agentforce in Slack & Agent Builder (Natural Language Creation): Available from January 2025
- MuleSoft for Flow, MuleSoft API Catalog, Topic Center, Enhanced Reasoning & RAG and full general availability: Available from February 2025
Companies like Accenture, The Adecco Group, Finnair, Heathrow Airport, IBM, Indeed, Saks Global, and SharkNinja are already embracing Agentforce to boost their teams with digital labour.
As Greg Shewmaker, Senior Vice President of Global Operations and AI at The Adecco Group, explains, they are using Agentforce to “transform the candidate experience”, helping with pre-qualifying candidates, enhancing CVs, and speeding up job placements, all while freeing up recruiters to focus on building meaningful relationships.
Agentforce 2.0 Features: The New Library of Skills
1. New CRM Skills: Revolutionising Customer Interactions
Smarter, more effective solutions are required to improve customer experiences in the fast-paced corporate world of today. With Agentforce 2.0’s new CRM skills, you can take your customer interactions to a whole new level.
Empowering Sales Teams
The latest skills, like Sales Development and Sales Coaching, empower sales teams with autonomous AI agents that do more than just follow orders. These agents can:
- Nurture leads based on your specific rules of engagement.
- Participate in prospecting calls to offer immediate input on client experiences.
- Help salespeople improve their strategy and increase the effectiveness of their closings.
It’s like having a personal assistant for every sales rep, one that’s always ready to help them perform at their best.
Skills for Marketing and Commerce
Marketing teams will love the new Marketing Campaign skills, which streamline campaign management and boost efficiency. Commerce professionals get access to Commerce Merchant skills, designed to optimise product recommendations, manage inventory, and create a seamless shopping experience.
Streamlining Service and Field Operations
From scheduling service engagements to assisting field workers, the updated skills ensure that operations run smoothly. For service-driven businesses, these abilities are crucial, whether they are used for appointment management or to support field teams when they are deployed.
2. Take Action Anywhere with MuleSoft
Now that MuleSoft for Flow is available, you can easily integrate Agentforce throughout the organisation, facilitating connectivity and automation.
Low-Code Workflows Made Simple
MuleSoft for Flow makes creating low-code workflows a breeze. Thanks to pre-built connectors, you can design multi-system workflows quickly, even if you’re not a developer. Whether you’re connecting Salesforce, MuleSoft, Heroku, or external services, these workflows ensure your systems work together efficiently.
Introducing the MuleSoft API Catalog
Turning APIs into actionable Agentforce skills has never been easier. The new MuleSoft API Catalog lets builders and Salesforce Admins:
- View, discover, and manage APIs in one central location.
- Quickly reuse APIs across different platforms, saving time and effort.
From sales to service and beyond, this streamlined approach enhances productivity by reducing the need to reinvent the wheel every time you need to connect systems.
Want to learn more about MuleSoft? Enrol in our MuleSoft training with Salesforce AI course!
Making APIs Agent-First with the MuleSoft Topic Center
The new MuleSoft Topic Center takes integration to the next level by embedding Agentforce metadata directly into your APIs. This ensures that every API you build can be automatically transformed into an Agentforce skill or action. In other words, every connection point becomes “agent-first” by default, supercharging your workflows with AI-powered capabilities.
3. Tableau Skills for Smarter Analytics and Insights
Data can be a game-changer—if you know how to use it. With Tableau Skills for Analytics and Insights, you gain powerful tools to transform raw numbers into actionable intelligence.
Visualise and Predict with Ease
The new Tableau Topics and Actions bring your data to life. They deliver dynamic visualisations and precise predictions that help you understand agent responses better. By leveraging Tableau Semantics, these tools ensure every answer is not just accurate but also rich with business context.
Breaking Barriers to Data Access
Tableau’s innovative features unlock exciting conversational analytics capabilities. Whether you’re exploring trends or identifying opportunities, these skills make data insights accessible to everyone—not just data experts.
4. Slack Skills: Streamline Conversations and Collaboration
Collaboration just got smarter with Slack Skills integrated into Agentforce. Imagine agents that not only keep up with your team but actively drive your workflows forward.
Effortless Updates in Slack
With Slack Actions now available in Agent Builder, you can elevate your team’s productivity. Agents can send direct messages summarising project updates or make instant changes to a Slack Canvas when a customer requests adjustments to an ongoing project. These updates ensure everyone stays in the loop—without breaking stride.
Seamless Channel Engagement
Slack-first automation keeps your workflows smooth and contextually relevant. Whether it’s engaging in group conversations or handling individual tasks, these agents ensure your channels remain efficient hubs of collaboration.
5. Partner Skills: Extend Agentforce with AppExchange
Agentforce gets even more powerful with Partner Skills through AppExchange. Backed by the first-ever enterprise ecosystem of agent skills, it allows you to customise and expand your AI capabilities like never before.
Custom Topics and Actions
Imagine tailoring Agentforce to meet your unique business needs. With custom Topics and Actions, you can deploy innovative agent types like the AI Employee Service Agent integrated with Workday. Whether it’s streamlining HR queries or automating employee service tasks, these agents are designed to deliver.
Partner-Built Actions
The AppExchange ecosystem doesn’t stop there. It connects you with partner-built actions from industry leaders like Asymbl, Docusign, and Neuron 7. These integrations empower your agents to tackle complex workflows, handle contracts seamlessly, and provide intelligent decision support—all within your existing systems.
6. Agentforce Skill Recommendations: Build Agents Faster Than Ever
Creating new agents has never been easier. With Agentforce’s Skill Recommendations, you can now build agents in seconds using just natural language. Simply describe the work you need to be done, and Agentforce handles the rest.
How It Works
The Agent Builder uses Agentforce to automatically generate relevant topics and instructions tailored to your needs. It pulls from your existing library of skills and actions, so your agents are ready to tackle tasks right away. No coding. No waiting. Just instant results.
Read more: What is Agentforce for Developers?
Agentforce in Slack: Where Humans and Agents Collaborate
With Agentforce 2.0, you can now embed AI-powered agents directly into Slack, making collaboration more intuitive and efficient.
Integrated Workflow, Simplified
Teams can integrate AI agents into any Slack discussion with Agentforce 2.0. Whether it’s starting a chat directly from the Agentforce Hub or using an @mention in DMs or channels, your agents are always ready to assist. This keeps work flowing smoothly without ever leaving Slack.
Pre-Built Slack Actions
With the Agent Builder, you can use pre-built Slack Actions like “Create Canvas” or “Message Channel” to enhance your agents effortlessly. Need to update a project summary or notify a team about changes? Agentforce has you covered with these ready-to-use actions that integrate seamlessly into your existing workflows.
Enterprise Search for Smarter Responses
Slack is more than just a messaging platform; it’s a treasure trove of organisational knowledge. Agentforce uses this information to deliver contextually appropriate responses and activities using Slack Enterprise Search. Whether it’s public or permissioned information, your agents draw from the right data to keep everyone on the same page.
Your Team, Supercharged
Agentforce in Slack ensures that your AI agents are not just tools but true collaborators. By merging human intelligence with digital labour, your teams can focus on what really matters, achieving results faster and smarter.
Enhanced Reasoning with the Atlas Reasoning Engine
Imagine having an AI agent that doesn’t just answer questions but truly thinks through them. That’s exactly what the Atlas Reasoning Engine brings to Agentforce 2.0—a powerful brain that combines advanced data retrieval with deeper reasoning to tackle even the most complex queries.
From Simple Queries to Deep Insights
Not all questions are created equal. For a prompt and precise response, a simple question such as “What’s the status of my portfolio?” employs fundamental reasoning.“Given my present income and risk tolerance, what is the best investment option for my child’s college fund?”
This is where the enhanced reasoning of the Atlas Reasoning Engine shines. It refines your query, pulls relevant data, and applies context-specific metadata from Data Cloud, delivering answers that are not just accurate but also deeply insightful.
The Power of Agentic Loops
The engine doesn’t stop at a single answer. It uses what Salesforce calls an agentic loop—a process where it evaluates its response taps into multiple tools and data sources and refines its output until it’s confident in the solution. All of this happens seamlessly, without the need for custom code.
Enhanced RAG with Enriched Indexing
Think of having an AI tool that not only retrieves information but adapts seamlessly to your business’s unique needs. That’s what Enhanced RAG (Retrieval-Augmented Generation) with enriched indexing brings to Agentforce 2.0.
Smarter Searches, Better Answers
Agentforce leverages RAG to quickly comb through unstructured content and deliver relevant results. With the latest upgrade, Data Cloud enriches these RAG chunks—small snippets of data—with metadata from the Salesforce Platform.
This extra layer of context ensures Agentforce 2.0 aligns with your business conventions, providing accurate and relevant responses effortlessly.
Tailored Accuracy Without Extra Work
The enriched RAG indexes require no additional input from your side. By embedding metadata, Agentforce adapts naturally to your processes, making even complex queries feel easy.
Whether it’s a simple question or a nuanced request, the improved reasoning ensures answers that hit the mark every time.
Building Trust with Inline Citations
Transparency matters. That’s why Agentforce now includes inline citations, pointing you directly to the sources it used to craft its responses. You’ll know exactly where your insights come from, building confidence in every decision you make.
Agentforce 2.0: A New Era of Efficiency and Personalisation
1. Work Smarter, Not Harder
Scaling is made easier with Agentforce. Due to its pre-built capabilities and adaptable workflows, your team can effortlessly handle increasing needs. Achieve more with fewer resources while maintaining top-notch quality and driving operational excellence.
2. Creating Meaningful Engagements
Sales, marketing, and CRM expertise enable Agentforce to provide personalised, relevant, and real-time experiences. You can use it to guide important decisions, nurture leads, or offer perceptive mentoring.
3. AI Made Easy
Agentforce levels the playing field by removing technical barriers. Even non-technical teams can easily use AI because of its pre-built connectors and natural language instructions. Without a coding degree, each department can now innovate and contribute to the digital transformation.
4. Turning Data into Action
Power up your strategy with data-driven insights. Agentforce’s integration with Tableau and Enterprise Search puts actionable intelligence at your fingertips. Whether you’re tracking sales trends or tackling customer queries, you’ll have the data to make smarter decisions, faster.
Agentforce: Supercharging Businesses with Digital Labour
Want to boost your business and free up your team to focus on what really matters? Agentforce uses the power of digital labour to automate tasks, provide crucial insights, and keep everyone aligned.
Real-World Examples:
- Accenture: Agentforce is used by Accenture’s sales teams in their Salesforce Business Group and Accenture Song to automate contact creation, create closing plans, and obtain important information quickly. This results in quicker decision-making and more time dedicated to developing creative solutions for their customers. In other words, they’re doing more tasks in less time.
- Indeed: Indeed, the leading employment website in the world, links companies and millions of job seekers with Agentforce, which is powered by Data Cloud. This helps them improve their matching process, reduce time-to-hire, and support their mission of helping people find jobs. By 2030, they want to help 30 million people who are facing job hurdles find work and cut the time-to-hire by 50%. Talk about making a difference!
Conclusion
For automation driven by AI, Salesforce Agentforce 2.0 is revolutionary. It provides businesses with autonomous AI agents that handle complex tasks, access crucial data, and offer actionable insights through seamless integrations with platforms like Slack, Tableau, and MuleSoft.
Agentforce 2.0 makes it easier for companies of all sizes to take advantage of AI’s potential by streamlining the adoption process.
In essence, Agentforce 2.0 seeks to transform work by combining data, apps, AI, and human cooperation. With pre-built skills, enhanced reasoning, and streamlined workflows, it automates tasks and boosts efficiency. Ultimately, Agentforce 2.0 promises to supercharge businesses with digital labour, freeing up human teams for more strategic work.
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