Salesforce launches Agentforce 2.0 in December 2024! What is it? Salesforce explains it as the Salesforce digital labor platform. A platform that will change the course of handling digital labor for the industries.
Even when Agentforce was initially launched, it was a game-changer. An autonomous AI agent that can handle every kind of job without human supervision. Just add your guidelines and it automatically takes care of all your redundant tasks. Truly astonishing.
Let’s delve deeper into what Salesforce Agentforce 2.0 has to offer.
What Makes Agentforce 2.0 the First Digital Labor Platform?
Agentforce 2.0 takes the revolutionary Salesforce digital labor platform to another level. With reasoning, integration, and customization features it supercharges agents with unprecedented levels of intelligence, precision, and accuracy.
Salesforce's digital labor platform brings AI, data, apps, and automation to reshape how work gets done. It allows companies to build an unlimited workforce that transforms business operations and productivity.
New Features in Agentforce 2.0
Here’s a summary of the features you’ll be seeing in this Agentforce version.
- Added Sales Agent AI features
The sales agent got an upgrade! Now it can play a role in sales development and sales coaching gives you AI-driven CRM tools for sales, like autonomous AI agents that can nurture leads based on your engagement protocols. What’s more is that agents can join in calls, provide feedback on interactions with customers, and assist agents do their best with the required information. Check out other Agentforce AI features here.
- Action Across Apps or Workflow is now Possible
This version of Salesforce is not just limited to CRM but extends to integrated apps. That means work can seamlessly flow from CRM to other applications. You can automate multi-system workflows for finance, HR, and other operations. Integrations with ERP like SAP, and Custom APIs, mean AI-driven workflows by Salesforce.
- Data Visualization and Predictive Analytics
Salesforce Agnetforce 2.0 takes a proactive approach to anticipating needs, resolving issues, and initiating actions for high-value tasks. This can even be triggered in external systems. Further, it is integrated with Tableau which enables it to generate real-time data visuals.
- Slack Engages in Channels and Conversations
Agents get full access to Salesforce via Slack. The team can engage in conversations with agents via Slack that can in no time fetch data from Salesforce, and provide it to the human reps. It can make sense of scattered, unstructured data and human agents can have a fruitful discussion with the AI agent.
- New Agents are Instantly Created with NLP
Agent Builder can automatically create new agents by suggesting topics, and actions from the new skills library. You can also ask it to create new agents in simple conversational natural language.
AI Innovations: Agentic Reasoning and RAG
Despite new features in Agentforce 2.0, the RAG technology gets better. The Atlas Reasoning Engine (RAG), is the ‘think tank’ of the agent force agents. In simple words, it's the brain. It lets it retrieve data, reason, and then make a decision on how to act, just like a human would do.
Now with the new agentforce, RAG has access to newer capabilities in Data Cloud, which means it has better knowledge of things. So it's an intellectual now, thinking about various affairs at a much deeper level. It’ll benefit the team, as you can make manager agents who will make the final call on various matters. Since they will not be biased or confused, it will make handling a smaller team much easier.
Empowering Teams with Salesforce Pre-Built Agent Skills
Agentforce is upgrading to a new library of Skills, which will fundamentally introduce new AI agents for every team and workflow. This will help overcome any integration issues. These platforms include CRM, Slack, Tableau, and other partner-developed skills on the app exchange.
Seamless Integration with Slack and Partner Tools
When Salesforce announced the 2.0 version of Agentforce, was that it launched agents that not only worked within the CRM but with all its integrated platforms.
For teams in Slack, this means they can simply access agents like IT agents, account managers, etc within Slack. For instance, when a sales executive wants an entire summary of a client to understand the sales pipeline better, they can simply send a message to the account manager in Slack.
It will let it know of the client interactions that took place like calls or messages, the key takeaways, and the next steps. All of this information is in Salesforce, which is integrated with Slack and teams have easy access to it. This also fosters timely collaboration.
Customizing Agents with the New Agent Builder
Salesforce digital labor platform allows you to create new Agents, with custom topics and actions. These new agents can be created in seconds, using natural language. Agent Builder can also automatically create agents with relevant topics and instructions, by choosing from the library of skills. You can then customize the agents as required.
Salesforce’s Vision for the Future of Digital Labor
Well at this point, you might say that Salesforce is eradicating the need for human labor allowing AI agents to take their jobs. Let’s clear the smoke, and give you a new perspective.
With the Salesforce digital labor platform, all that Salesforce is trying to do is to make human jobs easier. It's trying to help you avoid unnecessary nuisance, achieve more with assistants, and make you a better decision-maker backed with data.
To elaborate, imagine a normal workday. Your task is to generate a report on this year's sales revenue, what you foresee for the next quarter, and steps you’ll take to improve those numbers. First, you’ll start by finding the data, understanding the numbers, and then making sense of them. You still have to figure out the steps and so much more.
With an assistant, that too is AI-powered, you can quickly ask it to bring in the necessary data, clean it for you, and then you can discuss it with it. Together you can devise strategies and then back them with data as to why they work.
Your work is much faster and easier without feeling frustrated. “Thankyou Agentforce agent!” now you might end up saying it.
Release Timeline for Agentforce 2.0
Though Salesforce has announced the upcoming Agentforce 2.0, its feature release has the following timeline.
Feb 2025:
- The full release of Agentforce 2.0.
- MuleSoft for Flow, API Catalog, and Topic Centre will be made available
- Enhanced reasoning RaG will be made available.
- Specific features for 2.0, like Skills for Tableau have already been released.
Jan 2025:
- Agentforce in Slack and other functions
- Agent Builder allows Natural Language agent creation
Agentforce 1.0 vs. Agentforce 2.0: A Comparison Table
| Feature | Agentforce 1.0 | Agentforce 2.0 |
| Core Functionality | Basic automation tasks, limited AI capabilities | Advanced AI capabilities, autonomous agents, cross-application workflows |
| AI Capabilities | Limited AI integration, basic automation | Enhanced AI with reasoning and decision-making capabilities, leveraging Atlas Reasoning Engine (RAG) |
| Data Integration | Primarily within Salesforce CRM | Integrated with Salesforce Data Cloud, enabling access to broader data sources |
| Workflows | Primarily within Salesforce CRM | Cross-application workflows, integrating with other Salesforce products and third-party applications |
| User Interface | Less intuitive, limited customization options | user-friendly interface, improved customization options, natural language agent creation |
| Slack Integration | Limited Slack integration | Deep Slack integration, enabling seamless collaboration and access to information within Slack |
| Pre-built Skills | A limited number of pre-built skills | Expanded library of pre-built skills for various departments and workflows |
| Agent Builder | Basic agent creation capabilities | Enhanced Agent Builder with natural language capabilities for easier agent creation |
| Pricing | Included within Salesforce subscriptions, specific pricing for advanced features | Pricing is likely to vary based on features and usage, contact Salesforce for specific quotes |
Conclusion
To summarize, Salesforce’s launch of Agentforce 2.0, is a massive opportunity for businesses to
- Scale their businesses by automating tasks
- Increase productivity by letting agents take care of redundant tasks
- Enhance customer experience with quicker ticket resolution and customer onboarding
- Driving revenue with agents streamlining sales processes
This platform of Salesforce enterprise solutions provides a fully advanced platform with new action skills, better data access, and more. It makes Salesforce digital labor tools a complete AI system for augmenting teams into AI agents.
These Salesforce autonomous agents are a significant leap in the evolution of digital labor platforms. With agent force 2.0, businesses can break free of manual labor and streamline the sales process, accelerate customer service, and optimize operational efficiency.’
Ready to experience the future of hybrid digital agent work? Contact RT Dynamic, Salesforce experts today. We provide Salesforce consultation, Implementation, customization, and development services.
If you’re wondering if Salesforce Agentforce is a good investment for your small business, check out our cost analysis by clicking the link above.
