#1MinuteTip Today, I noticed Agentforce on help.salesforce.com, where you can ask questions and get answers instead of manually sifting through help articles.
While the concept is promising, my initial testing indicates there’s considerable room for improvement. Here’s a look at the questions I asked and the responses I received. While some responses were accurate and helpful, others missed the mark.
I started with a simple question to Agentforce: What is Einstein Activity Capture?
Here’s the response I received (wasn’t really on the spot):
“Einstein Activity Capture uses email and calendar metadata to show when a colleague is connected with a recommended relationship. It allows users to see how they are connected with Einstein’s relationship recommendations by viewing the full connection path between them and the record they want to explore. This functionality requires the use of Einstein Activity Capture. You may contact your colleagues to learn about or get introduced to a prospect. For further details, you may refer to the Einstein Activity Capture documentation.
Is there anything else you would like to know about?”
Next I asked: What are the new feature introduced in Sales Cloud in Winter ’25 release?
This time, the response was better:
“The Winter ’25 release for Sales Cloud includes several new features designed to enhance team performance and efficiency. Key updates include:
- Account Plans: Nurture existing relationships and grow key accounts.
- AI Integration: Use AI to help identify your next customer, keeping your pipeline healthy.
- Forecast Submission: Submit forecast numbers at a specific point in time.
- Quota Plans: Create quota plans that incorporate stamped territory hierarchy, owner, and attribute data.
These features are intended to streamline sales processes and improve overall productivity.
Is there anything specific you would like to know more about?”
Encouraged by this, I asked: What is Agentforce?
Ironically, Agentforce struggled to explain itself:
“Sorry, I had trouble coming up with a response for your request. Could you please try rephrasing your question?”
I rephrased it to: Explain what is agentforce in Salesforce?
This time, the response was much better:
“Agentforce in Salesforce is an autonomous agent built on the Salesforce trusted AI platform. It assists in scaling top-of-funnel efforts, streamlining lead qualification, and generating pipeline continuously. By managing initial lead outreach, Agentforce allows sales representatives to focus more on nurturing relationships. It is available in the Lightning Experience for Enterprise, Performance, and Unlimited editions with Einstein for Sales.
Agentforce can perform tasks such as sending customized outreach emails, following up with leads, and handling off-topic replies and email opt-out requests. It operates as a user within your organization, with its own user record and specific permissions set by the Salesforce admin. The agent works around the clock, initiating contact with leads based on a set schedule. It can be assigned leads through various methods including assignment rules, automated actions, and direct assignments on lead detail pages.
For further details, you may refer to the video overview titled “Scale Your Sales Funnel with Agentforce SDR” and other resources available on the Salesforce help site.
Is there anything else you would like to know?”
Testing licensing questions, I asked: What license do I need to use Agentforce?
The response wasn’t satisfactory, as it referred to Agentforce for Developers:
“Agentforce for Developers is enabled by default in Enterprise, Performance, Unlimited, Partner Developer, and Developer editions.
Is there anything else you would like to know?”
I clarified: I didn’t mean agentforce for developers. I meant the agentforce platform for creating AI Agents.
Unfortunately, it failed again:
“It seems I couldn’t find specific information about the licensing requirements for the Agentforce platform for creating AI Agents.
Would you like me to help with anything else?”
However, when I asked about another licensing topic: What kind of license do I need for using Platform Encryption?
The response was accurate:
“To use Platform Encryption, you need an add-on subscription available in the Enterprise, Performance, and Unlimited Editions. It is also available at no charge in the Developer Edition. You must purchase Salesforce Shield or Shield Platform Encryption to access this feature.
Is there anything else you would like to know?”
Overall Verdict
While the concept of Agentforce is innovative and could transform how we interact with help documentation, my testing showed mixed results. Responses ranged from accurate and helpful to off-target or incomplete, depending on the question.
Since this is a new feature, it’s reasonable to expect that Agentforce will improve over time. Once fully robust, it has the potential to revolutionize how we consume help and documentation—synthesizing information into clear, concise answers for users.
Want to Try Agentforce?
Visit help.salesforce.com, click on the Agentforce chat icon, and give it a go. Let me know about your experience in the comments below!
