What Is CRM's Agentforce?

Agentforce is a natural language AI built upon CRM’s proprietary LLMs. These agentic tools need to be further simplified in order to drive the level of end-user engagement that would drive the level of customer ROI that Salesforce (CRM) hopes to deliver.

• At present I believe most end-users will find Agentforce too complex to create their own customized agents and will therefore default to using an out-of-the box Agentforce agent, which may not be ideal, or, be forced to work with an internal Business Analyst type of person who has some level of programming skills who could develop agents in conjunction with Business Users from various departments (Corporate Finance, HR, Sales & Marketing, etc.)

  • I believe that Agentforce needs to be further simplified so that the end-user can create highly customized agents by clicking and dragging their mouse (visual programming) rather than having to call in a colleague with programming skills.

• Agentforce’s agentic tools consist of custom chatbots and business rules-driven agents that automate tasks for a variety of functions. My view is that customer organizations can capture a modest ROI by leveraging Agentforce today. Agentforce looks awfully similar to an RPA platform.

See for yourself:

---