Businesses face a constant struggle with limited resources and an overwhelming workload, often leading to poor customer service and a growing backlog of tasks. Sure, AI offers a potential solution. The issue is that companies are wary of generic, ineffective solutions. Existing tools, like AI assistants for example, often fail to provide accurate and reliable answers to complex questions, such as personalized career advice, and lack the ability to independently take action, such as suggesting relevant products to potential customers.
To address these challenges, organizations require a new type of platform. This platform should be capable of providing "digital labor" through autonomous AI agents. These agents would be able to analyze data, understand complex situations and then independently perform actions within existing workflows, effectively assisting overworked teams.
Enter Salesforce and Agentforce 2.0.
Salesforce is known to help organizations of any size reimagine their business for the world of AI. There is a chance to hear more from Salesforce at Generative Ai Expo 2025, taking place February 11-13, 2025, in Fort Lauderdale, Florida. Sanket Mishra, GenAI Security Expert, Salesforce, will discuss “Prompt Hacking: In Increasing Order of Stupidity,” from 3:00-3:45 PM Wednesday, February 12, 2025.
As for Agentforce 2.0, it simplifies agent creation and expands its capabilities. A new library of pre-built skills for CRM, Slack, Tableau and partner integrations, combined with enhanced Agent Builder, allows users to quickly create customized agents. Agent Builder can now interpret natural language instructions, automatically suggesting relevant skills and actions.
MuleSoft integration enables Agentforce to work across any system, with pre-built connectors and the MuleSoft API Catalog streamlining workflow creation. The MuleSoft Topic Center ensures all APIs are "agent-first," which allows them to be easily integrated into Agentforce actions.
New CRM, Slack, Tableau and partner skills enhance Agentforce's functionality. CRM skills like Sales Development and Sales Coaching automate tasks and provide real-time feedback. Slack integration allows for seamless communication within channels. Tableau integration provides data-driven insights for improved decision-making. The AppExchange offers a growing ecosystem of partner-built skills, expanding Agentforce's capabilities even further.
Agentforce 2.0 also brings the power of AI agents directly into the Slack workspace. Teams can interact with Agentforce within their existing workflows through direct messages or by mentioning agents within channels.
Lastly, the Atlas Reasoning Engine, the core of Agentforce, was enhanced to handle more complex questions. It now taps advanced data retrieval capabilities within Salesforce Data Cloud to do more than just the simple queries. It combines structured and unstructured data with business-specific metadata to provide more accurate and context-aware responses to nuanced requests, such as personalized investment advice.
This improvement is achieved through enhanced reasoning and retrieval methods. The engine now assesses its own responses and iterates through various data sources in an "agentic loop" to refine its understanding and provide a more comprehensive answer. Additionally, Data Cloud enriches the data used by the engine with relevant metadata.
“Agentforce 2.0 takes our revolutionary Salesforce digital labor platform to another level, with new reasoning, integration and customization features that supercharge autonomous agents with unprecedented levels of intelligence, precision and accuracy,” said Marc Benioff, chair and CEO, Salesforce. “The demand for Agentforce has been amazing — no other company comes close to offering this complete AI solution for enterprises. We’re seamlessly bringing together AI, data, apps, and automation with humans to reshape how work gets done. Agentforce 2.0 cements our position as the leader in digital labor solutions, allowing any company to build a limitless workforce that can truly transform their business.”
The full release of Agentforce 2.0 will be generally available in February 2025, with specific features being released in advance beginning today. Skills for Sales Development and Sales Coaching are generally available today. Pricing for these skills starts at $2 per conversation.
Tableau Semantic Layer and skills for Tableau are generally available today. Agentforce in Slack, Slack Actions in Agent Builder, and Slack Enterprise Search will be generally available in January 2025.
Natural language creation of agents in Agent Builder will be generally available in January 2025. MuleSoft for Flow, MuleSoft API Catalog, and Topic Center will be generally available in February 2025. Enhanced reasoning and RAG will be generally available in February 2025.
To hear more from Sanket Mishra, GenAI Security Expert, Salesforce, join Mishra for a session at Generative AI Expo 2025, taking place February 11-13, 2025, in Fort Lauderdale, Florida. Generative AI Expo discusses the evolution of GenAI and feature conversations focused on the potential for GenAI across industries and how the technology is already being used to create new opportunities for businesses to improve operations, enhance customer experiences, and create new growth opportunities.
Edited by
Alex Passett
