AgentForce AI - AgentForce Basics

Question 1

What is AgentForce?

Answer 1

AI-powered autonomous agents that can handle tasks and conversations

Question 2

What are the key characteristics of AgentForce?

Answer 2

• Autonomous: Can make decisions and take actions
• Conversational: Natural language interaction
• Context-aware: Understands business context
• Action-orientated: Can execute tasks (create records, search knowledge, etc)

Question 3

Compare AgentForce vs. Chatbots/Flows

Answer 3

• AgentForce = AI-powered + automous
• Chatbots/Flows = Rule-based + scripted

Question 4

When to use AgentForce?

Answer 4

• Complex customer inquiries
• Multi-step processes
• Natural conversation needed
• Context-aware responses

Question 5

When to use traditional Chatbots/Flows?

Answer 5

• Simple, predictable workflows (Flow)
• Basic FAQ responses (Chatbot)
• Scheduled automation (Flow)

Question 6

What are 4 AgentForce pre-built templates:

Answer 6

• Service agent
• Sales Development Rep (SDR)
• Personal Shopper Agent
• Custom agents

Question 7

What things can AgentForce agents do (7)?

Answer 7

• Search
• Retrieve
• Create
• Update
• Communicate
• Route
• Escalate

Question 8

What are the 3 main components of AgentForce agents?

Answer 8

• Topics
• Instructions
• Actions

Question 9

For AgentForce agent components, what are topics?

Answer 9

Topics are conversation subjects an agent can handle

Question 10

For AgentForce agent components, what are topics?

Answer 10

Instructions are:
- how the agent should behave
- tone and personality
- Guideline and guardrails

Question 11

For AgentForce agent components, what are actions?

Answer 11

Actions are:
- What an agent can do
- Standard actions (search, create)
- Custom actions (Flows, Apex)

Question 12

In AgentForce, what are agent channels?

Answer 12

Agent channels are where agents can be deployed

Question 13

What are 4 types of AgentForce agent channels?

Answer 13

• Messaging channels (website chat, SMS, Whatsapp, Facebook Messenger)
• Collaboration Tools (Slack, Microsoft Teams)
• Voice (Phone - with telephony integration)
• Experience Cloud (Customer portals, partner portals)

Question 14

When should an AgentForce agent transfer to a human agent (4)?

Answer 14

• Complex issues beyond agent capability
• Customer requests human agent
• Sensitive topics (billing disputes, complaints)
• Agent confidence is low

Question 15

What is the AgentForce handoff process from agent to human-agent (4 steps)?

Answer 15

1, Agent recognises need for human
2, Summarises conversion
3, Transfers to appropriate queue/agent
4, Provides context to human agent

Question 16

How does AgentForce agent provide a seamless transition to human during transfer?

Answer 16

• Conversation history is preserved
• Context passed to human
• No need to repeat information