Agentforce goes much further than traditional chatbots by combining powerful AI models with your specific business data and workflows. Agentforce also guarantees safe and responsible use of AI, allowing companies to focus on added value instead of on technology and code. What does Agentforce entail? And how does it work in practice? You can read about it in this blog post.

What is Agentforce?

Agentforce consists of two elements: a toolbox and the Agent Builder with several ready-made agents. Below we explain these in more detail:

Agentforce Toolbox

The toolbox contains all the technology needed to effectively deploy AI. For instance, the Einstein Trust Layer protects the privacy and security of your data. Techniques such as ‘data masking’ and ‘toxicity detection’, which would normally take entire development teams weeks or months to work on, are standard features in the product.

Agentforce Agent Builder

Another important component is the Agent Builder. This is a low-code builder ‘studio’ where Agents can be easily built and tested in real-time. At BlueHike, we set up an Agent in less than 30 minutes. Skeptical? Try it yourself on Trailhead, Salesforce’s (free) online learning platform.

Standard Agents

Agentforce also offers a number of standard Agents for common business processes, such as the Sales Agent and the Service Agent. These can be used as a basis so that you can get to a working product more quickly.

Practical Example of Agentforce for Field Service Processes

Agentforce is, therefore, a very valuable AI solution that you can use for many challenges. How does Agentforce add value to Field Service processes? Below we give a practical example in which seven Agentforce AI tools for Field Service are used. In this case, they are used sequentially by the customer, the planner, and the technician:

The Customer

A customer has made an appointment with “BlueHike BV” to have their TV repaired. They decide to reschedule the appointment a day in advance and send a WhatsApp message to the service desk. The Service Agent for Scheduling (1) assists the customer and can independently consult the schedule for available time slots and reschedule the appointment in consultation with the customer (Appointment Management).

The Planner

The next day, the planner opens the Dispatcher Console. Schedule Summary (2) gives the planner an overview of the schedule and appointments that need attention. The bottlenecks found are immediately listed by Scheduling Filters (3). With Appointment Insight (4), the planner gains insight into the reasons for unfulfilled work orders.

The Technician

Before starting the job, the Work Order Briefing (5) provides the technician with a summary of the work to be carried out. During the repair, they use On-Site Knowledge Search (6) to search the knowledge base for relevant articles for the error code found. These are then translated into a practical troubleshooting guide. After completing the repair, the technician saves time and effort by using the Job Wrap Up (7) to summarize the work performed.

Agentforce: A Better Experience for Customers and Employees

In summary: Agentforce offers field service organizations a powerful toolset for improving customer interactions, optimizing schedules, and more effectively supporting technicians. This allows you to provide a better experience for customers and employees.