Every team faces more work than they have resources to handle, resulting in slower service and less effective customer interactions. Companies are turning to AI for help but expect more than generic solutions. Businesses need a new platform with autonomous AI agents that can analyze data, understand workflows, and take meaningful actions to support overburdened teams.

To overcome these issues Salesforce introduced Agentforce 2.0 an upgraded version of its digital labor platform for enterprises. Agentforce 2.0 offers an advanced AI system designed to enhance team performance with trusted, autonomous AI agents integrated directly into workflows.

Let’s dig down further to what all we need to know about Agentforce 2.0

Salesforce Introduced Agentforce 2.0: What You Need To Know

Creating customized AI agents for business teams or departments can be time-consuming and complex. Agentforce 2.0 introduced a library of pre-built agent skills, such as those for CRM, Slack, Tableau, and partner solutions from AppExchange. These pre-built skills make it easier to integrate Agentforce into workflows using MuleSoft and extend its capabilities across any system.

The enhanced Agent Builder now uses natural language commands like “Onboard New Product Managers” to create new agents. These agents combine pre-built skills with custom Salesforce logic, delivering fast, flexible solutions.

Key Features of Agentforce 2.0:

  1. New CRM Skills: Sales Development and Sales Coaching agents help nurture leads and provide real-time feedback during prospecting calls. Additional skills support marketing, commerce, scheduling, and field service workflows.
  2. MuleSoft Integration: Teams can build multi-system workflows with low-code tools and manage APIs centrally. New tools like the MuleSoft API Catalog and Topic Center make creating agent-ready actions effortless.
  3. Tableau Analytics: Use Tableau Topics and Actions to visualize data and generate context-rich responses, enabling deeper business insights.
  4. Slack Actions: Enhance collaboration by automating updates, summaries, and communication directly in Slack channels.
  5. Partner Skills: Extend functionality with partner-built solutions from AppExchange, offering diverse use cases from HR to document management.

Agentforce in Slack: AI Meets Humans Where Work Happens

Agentforce 2.0 integrates seamlessly into Slack, letting businesses leverage AI agents right in their daily workflows. Employees can collaborate with these agents directly in DMs or Slack channels, making work smoother and more efficient.

Key Features of Agentforce 2.0 in Slack:

  • Effortless Collaboration: Start conversations with Agentforce in any Slack message or channel using @mentions or the Agentforce Hub.
  • Pre-Built Slack Actions: Easily enhance or create agents with tools like “Create Canvas” or “Message Channel” in the Agent Builder.
  • Smarter Context with Enterprise Search: Agentforce uses Slack’s conversational data, like messages and channels, to provide more relevant responses and actions, tailored to your business needs.

Agentforce 2.0: Smarter Answers and Actions

Agentforce 2.0 uses the Atlas Reasoning Engine to answer complex questions and perform actions effectively. It combines structured and unstructured data with business-specific details.

New Data Cloud key features:

  1. Smarter Problem Solving: Agentforce now handles straightforward tasks like “What’s the status of my portfolio?” quickly. For more complex requests, it uses advanced reasoning to refine the query and provide accurate answers using enriched data.
  2. Enhanced RAG with Metadata: The platform uses Retrieval-Augmented Generation (RAG) to find relevant information quickly. With metadata from Data Cloud, it ensures results are tailored to your business needs. This process improves accuracy and builds trust by showing clear sources for its answers.

Customer Support with Agentforce

Agentforce enhances customer support by offering faster, more personalized service. The Salesforce Help page handles over 60 million visits annually, and Agentforce provides round-the-clock, tailored assistance. It seamlessly hands off cases to human reps with full context when needed. Since its launch, Agentforce has resolved 83% of queries without human help, has reduced human intervention by half, and nearly doubled weekly conversations.

Availability:

  • Agentforce 2.0 Full Release: Available in February 2025, with some features rolling out today.
  • Sales Development & Coaching Skills: Available today, starting at $2 per conversation.
  • Tableau Semantic Layer: Available today; Tableau skills available from December 18.
  • Agentforce in Slack: Available in January 2025, along with Slack Actions in Agent Builder and Slack Enterprise Search.
  • Natural Language Creation for Agents: Available in January 2025.
  • MuleSoft for Flow, API Catalog & Topic Center: Available in February 2025.
  • Enhanced Reasoning & RAG: Available in February 2025.

Wrap-up

Agentforce 2.0 update includes a library of pre-built skills, workflow integrations for faster customization, Slack deployment, and reasoning and retrieval-augmented generation (RAG) improvements. These enhancements help businesses scale efficiently by enabling AI agents to manage complex, multi-step tasks with greater accuracy and reliability.

At The Pinq Clouds, we’re excited about how Agentforce 2.0 will reshape customer service strategies. Ready to stay ahead in the AI game? Stay updated with our blog for the latest Salesforce innovations and book a consultation with The Pinq Clouds today available on AppExchange!