Agentforce is transforming the way businesses manage customer interactions by automating conversations across channels like chat, email, and phone. With AI-powered agents capable of resolving issues, answering questions, and executing actions on behalf of customers, organizations can significantly boost productivity by streamlining tasks that once required considerable time and resources, such as customer support and retail order management.
While agents offer immense potential to streamline service operations, as admins, you’re instrumental in building and deploying agents in your orgs. It’s crucial to understand how to implement agents securely to protect sensitive data and maintain customer trust.
Understanding Agentforce and its capabilities
Agentforce employs “agents” trained on specific topics and equipped to perform predefined actions. These agents operate based on:
Topics: Agent topics is a category of actions that are tied to a specific job or function. They define the scope of work an agent handles, acting as guardrails for
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