Meet Agentforce 2.0: The Digital Platform for Building an Agile, AI-Powered Workforce

AI, AI everywhere – but what can it really do for you? Well, those who’ve figured it out are already winning the game.

Let’s talk about agents for a second. It’s a constant hustle. Between answering endless customer queries, building workflows, and an ever-growing task list, it’s easy to feel overwhelmed.

Sure, AI has helped automate some of the workload, but you need to train it with modules first.

But guess what? That’s about to change.

Salesforce heard the call. Just in time for the new year, we’ve got something fresh on the horizon – Agentforce 2.0.

Remember in Pokémon when they’d evolve and suddenly grow bigger, unlocking new powers? Agentforce 2.0 is just like that – a supercharged, evolved version of Agentforce, ready to transform how agents work.

Unveiled in San Francisco on December 17, this update introduces a brand-new library of pre-built agent skills, covering everything from CRM to Slack, Tableau, and even partner-developed skills available on the AppExchange.

With Agentforce 2.0, you get a set of pre-built skills and workflow integrations that make customization a breeze. Plus, you can now deploy Agentforce directly in Slack! With improvements in agentic reasoning and retrieval-augmented generation (RAG), this version is all about giving your agents more power, faster insights, and a smoother experience.

So, what does this mean for you, and what new features make Agentforce 2.0 stand out from the original?

Let’s find it out in this blog post.

Say Hello to Agentforce 2.0 – The AI Upgrade Your Agents Need

Many teams are stretched thin these days, leading to challenging customer interactions and an increasing backlog of tasks.

AI could be the answer, but not all AI tools are up to the job.

Many tools rely on generic, one-size-fits-all responses that often fail to address complex requests, leaving customers frustrated and dissatisfied. For example, offering tailored advice on a job application or following up with a lead—tasks that current AI tools often find challenging.

What businesses need is a platform that offers digital labor through autonomous AI agents.

That’s where Salesforce Agentforce 2.0 comes in – designed to seamlessly integrate with your business processes and help supercharge your teams.

With a new library of pre-built skills and workflow integrations, customization is quick and easy. It’s designed to handle complex tasks with ease, delivering more accurate and efficient outcomes.

Here are the top features of Agentforce 2.0:

Enhance Customer Engagement and Sales Efficiency with CRM Skills

With the latest CRM skills in Agentforce 2.0, you can deploy autonomous agents that work according to your unique engagement rules. These agents will nurture leads, join prospecting calls, and offer real-time feedback during customer interactions.

Your sales reps get the insights they need to scale their performance. And it’s not just sales – Agentforce 2.0 also introduces marketing, commerce, and field service skills. From campaign management to service scheduling, these new capabilities enable agent-first customer experiences, streamlining workflows and boosting team productivity.

Unify Systems and Workflows With Mulesoft Integration

Agentforce 2.0’s integration with MuleSoft takes automation to the next level. Imagine being able to design low-code workflows that connect your systems in a snap.

With MuleSoft for Flow, teams can rapidly build workflows using pre-built connectors, eliminating the headache of system silos. The MuleSoft API Catalog lets admins and builders discover, manage, and reuse APIs across Salesforce, MuleSoft, Heroku, and external services – right from a single dashboard. Also, with the MuleSoft Topic Center, APIs automatically turn into Agentforce skills, ensuring every connection is “agent-first” by default.

Unlock Actionable Insights With Seamless Tableau Integration

If data is your business’s backbone, Agentforce 2.0 just made it stronger.

With Tableau Topics and Actions, agents can now serve real-time data visualizations and predictions that bring context to your business decisions.

Integrating Tableau Semantics ensures agents provide more accurate, relevant answers, allowing teams to access rich, meaningful insights to make better decisions. This integration transforms your business’ approach to data-driven decision-making, unlocking new possibilities for your team.

Foster Team Synergy with Slack Integration

Teams that chat together, stay together – and now, they can work together even more seamlessly.

With Slack Actions integrated into Agentforce 2.0, teams can supercharge their communication.

Now, agents can automatically send direct messages summarizing project updates or refresh Slack Canvases when customers request changes. Also, you can easily manage tasks directly within Slack, boosting efficiency and reducing the back-and-forth that typically clogs up workflows.

Expand Agentforce Capabilities with AppExchange Partnership

Agentforce 2.0 has an ever-growing library of partner-developed skills available on the AppExchange.

Whether you’re integrating with Workday for an AI Employee Service Agent or tapping into actions from companies like Asymbl, DocuSign, and Neuron 7, the possibilities are endless.

This ecosystem ensures that your business can extend its Agentforce set up with exactly the tools you need, no matter how unique or specialized.

Simplify Agent Creation with Intelligent Recommendations

Creating agents has never been easier.

With the updated Agent Builder, users can now describe what they need in natural language – like “Create agent to manage product onboarding” – and Agentforce takes care of the rest.

It automatically generates the right topics and actions from its extensive skill library, enabling teams to deploy agents faster than ever. These new capabilities allow your business to leverage digital labor without the heavy lifting, accelerating workflows in record time.

Agentforce Testing Center: Effortless Agentforce Testing for Optimal Results

The Agentforce Testing Center, powered by the robust Salesforce Platform and integrated with Data Cloud, allows you to effortlessly test and monitor AI agents, ensuring successful deployment.

Its key features include:

• Automated Testing for Agentforce Interactions: Teams using Agentforce can test various customer interactions at scale with the new Agentforce Testing Center. It auto-generates synthetic interactions based on natural language instructions, testing them in parallel to optimize topic selection and improve customer experience.

• Sandbox Environments for Safe Testing: To test Agentforce safely, teams can use Salesforce Sandboxes, which now support Data Cloud and Agentforce. These isolated environments replicate production data and configurations, allowing teams to prototype and perform UAT without disrupting business operations. Changes can then be migrated to production using familiar tools like Change Sets, DevOps Center, and Salesforce CLI.

• Enhanced Monitoring and Observability for Agentforce: With the launch of Data Cloud Sandboxes, teams can securely test the full Einstein Trust Layer in a pre-production environment, configuring Agentforce agents and Prompt Templates. This setup enables continuous AI testing, with feedback loops and insights on adoption and accuracy through Agentforce Analytics and Utterance Analysis once Agentforce goes live.

• Transparent Usage Tracking in Digital Wallet: Data Cloud Sandbox and Agentforce usage are metered in Digital Wallet, offering visibility into consumption throughout the AI development lifecycle. New enhancements provide detailed insights into credit usage, enabling teams to track trends and set automation alerts for usage thresholds.

The Magic Behind the Curtain: How Agentforce 2.0 Powers Smarter Decisions

When it comes to answering complex questions, Agentforce 2.0 has your back.

At its core is the Atlas Reasoning Engine, which uses enhanced data retrieval and reasoning capabilities to deliver smarter responses.

Powered by Salesforce’s Data Cloud, Agentforce 2.0 adds more context by integrating both structured and unstructured data, along with your business-specific metadata, for better accuracy in handling intricate requests.

Here’s what makes Agentforce 2.0 smarter:

Elevating Reasoning With Advanced Data Retrieval

Agentforce’s reasoning engine has leveled up.

Simple questions like “What’s the status of my portfolio?” are answered quickly with basic reasoning.

But for deeper inquiries, like “What’s the best investment for my child’s college fund based on my income and risk preferences?” Agentforce uses advanced data retrievers to refine the question and pull in the necessary data and metadata for a well-informed answer.

This process, known as an ‘agentic loop,’ allows Agentforce to deliver precise responses without custom coding.

Supercharging RAG With Enriched Metadata Indexing

RAG (Retriever-Augmented Generation) powers Agentforce to find relevant information in unstructured content fast.

With Agentforce 2.0, Salesforce enhances this by enriching the data with metadata from the Salesforce Platform, making responses even more accurate.

This adaptation, without any extra effort, ensures that the results are both relevant and reliable, backed by inline citations to validate the sources.

Empowering Teams to Work Smarter, Not Harder: Agentforce 2.0 at Your Service

Building customized agents for your teams can feel like trying to solve a puzzle with missing pieces. It’s complex, time-consuming, and often more frustrating than it needs to be.

But here’s the good news: Agentforce 2.0 is here to turn that around. With its treasure trove of pre-built agent skills – think CRM, Slack, Tableau, and even AppExchange partner tools – it’s ready to plug and play. No more starting from scratch!

The best part is that it empowers your teams to deploy solutions across systems in a flash, saving time and reducing hassle.

Here are some use cases of Agentforce 2.0⁽ⁱ⁾:

• Customer Support Agents: FedEx is making waves by resolving 83% of support queries without needing human escalation.
• Healthcare Support: Pristina Health is using agents to manage chronic disease care, ensuring patients get the support they need, faster.

Now, let’s see how some of the leading businesses are using Agentforce 2.0⁽ⁱⁱ⁾:

Adecco Group

By centralizing data across over 40 systems with Salesforce’s Data Cloud and leveraging Agentforce, they’re transforming the candidate experience. Agentforce helps prequalify candidates, enhance CVs, and ensure faster job placements – operating 24/7 to free recruiters to focus on meaningful connections while delivering speed and personalization at scale.

Accenture

At Accenture, Agentforce is helping their Salesforce Business Group automate contact and close plan creation, surface insights through enterprise search, and keep teams aligned with dynamic updates. It’s boosting time-to-effectiveness, speeding up decision-making, and letting them focus on delivering innovative solutions.

Slack

Agentforce 2.0 is integrated right into Slack, making it easy to bring customizable agents into your team’s conversations, whether in DMs or channels. You can @mention agents, tap into Slack’s wealth of data, and enhance agent interactions with pre-built Slack Actions.

Indeed

Indeed is using Agentforce 2.0 to reduce time-to-hire by 50%, helping 30 million job seekers secure employment by 2030. With Agentforce, they’re scaling personalized job seeker engagement and staying focused on their mission to connect people with opportunities.

Whether you’re in retail, healthcare, finance, or tech, Agentforce 2.0 delivers scalable, proactive AI solutions that are built to work for you. So, no matter your industry, it’s time to leave the puzzle pieces behind and get your teams the tools they need to succeed.

The Future of Agentforce 2.0: What’s Next?

Salesforce is all in on Agentforce. And the future? Well, it’s about to get a whole lot more exciting than what we see today. As AI continues to level up, digital labor is brimming with endless possibilities.

Take a look at what Salesforce previewed at Dreamforce earlier this year. They’re working on a future where agents don’t just interact through text but can also communicate through voice. This shift could lead to hands-free support, offering more natural and intuitive customer interactions.

And it doesn’t stop there. We’re talking about a world where agents can analyze visual data. This could mean identifying issues in the field, such as spotting equipment malfunctions, or even analyzing images for customer support. The potential impact on both operational efficiency and customer experience is immense.

What makes this intriguing is how Salesforce is positioning Agentforce as a “digital labor platform.” Rather than just being software, they’re aiming to make AI a scalable, flexible workforce. This could extend into physical spaces, with robotics and automation tools that operate beyond the digital environment.

Salesforce has already teased Agentforce 3.0, coming in May 2025. This next phase is going to build on what we’ve seen so far – adding even more powerful capabilities to the mix.

For now, though, it’s all about Agentforce 2.0, which is already being rolled out and making waves with success stories across businesses.

So, if you’re thinking 2025 will be a game-changer, you’re absolutely right. Whether it’s Agentforce 1.0, 2.0, or 3.0, you won’t want to miss what’s coming next!

Statistics References:

⁽ⁱ⁾ Plative
⁽ⁱⁱ⁾ Salesforce