Can Agentforce learn new processes

Want to know if you can teach AgentForce to handle new tasks? The answer is a resounding yes!

AgentForce is designed to be adaptable. You have a lot of control over how you can update your agents to manage any process you need in Salesforce.

Brendan Lowe, a consultant at SOLVD, explains how:

"The topics are essentially the power of your agent. This is what describes what your agent can do. And you set these up in order to give them those abilities."

Let's take a look at how this works.

Controlling Your Agent's Abilities

In Salesforce Setup, you can go to Agents to see the agents available. Let's consider an example using the SDR agent, which is designed for prospecting. This agent can engage with leads, answer questions, schedule meetings, and send emails.

When you open the agent in the builder, you'll see that "topics" are what give your agent its abilities.

For example, if you click into "manage opt-out," you can see the configuration and what this topic is all about. You can also look at the actions, which are the backend that gives the agent the power to handle these topics.

In this case, the "manage opt-out" action uses a flow.

Using Flows and Apex

AgentForce can use Salesforce flows to complete actions.

"So you can give it access to complete any action that you could set up in a flow, if you want it to be able to close cases or maybe create records, create child records. There are a lot of different possibilities."  - Brendan Lowe, SOLVD Consultant

If you're familiar with Salesforce flows, you can accomplish a lot with these agents.

Additionally, you can even use Apex with your agents. While Apex has a steeper learning curve, it provides even more flexibility.

How to Teach AgentForce New Processes

When you want an agent to learn a new process:

First, check the topics in the topic library.

If there isn't a topic that fits your needs, you can create custom automation and set it up as an action and a topic for your agent.

"Hopefully this helps you to feel a little bit more confident, really I think for me, it's very exciting to think about all the possibilities these agents don't have many limitations and you have a lot of customizability and control over what they can do."- Brendan Lowe, SOLVD Consultant.

Want to learn more about implementing AgentForce in your Salesforce org? Contact SOLVD for a free consultation.