Agentforce is Salesforce's AI agent platform for building autonomous agents that support customers and employees around the clock. Agents run on the web, on the phone through Agentforce Voice, and inside apps, working with Salesforce data to resolve cases, qualify leads, schedule appointments and answer HR or IT questions. Builders configure subagents, actions and instructions in Agent Builder, use Agent Script for precise control, and monitor performance with Agentforce Observability. A long-horizon runtime lets agents pursue goals over days and weeks with human oversight.
Agentforce is aimed at customer service leaders, contact center managers, sales development teams, IT help desks and HR operations groups that already run on Salesforce. Administrators and developers build and tune agents, while business owners review outcomes such as response times and resolution rates. Salesforce says over 18K companies run on Agentforce, and industry pages cover sectors including financial services, healthcare, communications and education, so it targets mid-size and large organizations rather than solo users.
Service teams use agents to resolve open cases, draft follow-up emails and escalate to specialists, while contact centers route incoming calls, pull customer history and log notes. Field service agents schedule technician visits and update work orders, and employee service agents process leave requests and onboard new hires. Sales development agents answer product questions, handle objections and book meetings. Multi-agent orchestration lets specialized agents share context across complex journeys, and Agent Optimizer points out bottlenecks and recommends improvements. Humans take over only when a case needs them.
