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Business Platforms & EA · Foundational

Agentforce Agent

Configured AI agent with a role, topics, instructions and actions, deployed to employees or customers.

Definition

Agents are of types such as employee agents (in Salesforce or Slack) and customer-facing service agents on messaging channels and Experience Cloud sites. Each agent runs as a defined user context and can hand off to humans through Omni-Channel.

Example

An Agentforce Service Agent answers order-status questions on a website chat and escalates billing disputes to a human.

Exam tip

Customer-facing agents run under a dedicated agent user whose permissions limit what data the agent can access.

Related terms