Overview
Salesforce Agentforce is an AI agent platform built into the Salesforce Einstein 1 stack that enables autonomous agents to act on live Customer 360 data. These agents can understand context, call tools and workflows, and take actions across Sales Cloud, Service Cloud, Marketing Cloud, and custom apps with guardrails and human oversight.trailhead.
Pricing
Included & Add-on Licensing
- Agentforce capabilities are licensed as part of selected Einstein 1 and Agentforce editions, plus add-ons on top of existing Salesforce clouds.
- Pricing typically layers on top of core Salesforce licenses, so total cost depends on your existing org footprint and clouds in use.
Agentforce Editions & Flex Credits
- Agentforce 1 Edition bundles core agent features, data services, and AI capabilities on a per-user-per-month basis at enterprise price points.
- A Flex Credit model is used for metered AI usage (tokens, calls, actions), allowing orgs to buy pooled credits and allocate them across agents and teams.
Enterprise & Unlimited Licensing
- Large customers can negotiate enterprise or unlimited Agentforce licensing with committed spend, organization-wide rights, and enhanced support.
- These contracts are tailored for customers who want to roll out AI agents at scale across multiple business units and regions.
Key Features
- Native CRM agents – Pre-built and configurable agents for service, sales, and marketing that work directly inside Salesforce consoles and workflows.
- Customer 360 grounding – Agents reason over real-time Customer 360 data, including accounts, cases, activities, and custom objects, to keep actions contextual.
- Tooling & workflows – Deep integration with Flow, Apex, and external APIs so agents can trigger automations, update records, and orchestrate complex processes.
- Trust & governance – Guardrails for data access, audit trails, policies, and approvals so admins can control exactly what agents can see and do.
- Omni-channel experiences – Use agents across chat, email, voice, digital self-service, and field service to assist both customers and internal users.
Best Use Cases
- Customer service automation – Case triage, knowledge lookups, suggested responses, and fully or semi-autonomous resolution flows in Service Cloud.
- Sales copilot & execution – Pipeline insights, account research, task generation, and automated follow-ups for sellers inside Sales Cloud.
- Marketing & personalization – Audience segmentation, content suggestions, and campaign optimization using CRM and behavioral data.
- Back-office workflows – Agents that coordinate approvals, data cleanup, entitlement checks, and cross-cloud workflows across the CRM stack.
- Industry solutions – Verticalized agent templates for financial services, healthcare, public sector, and more, using industry data models.
Pros
- ✅ Deep Salesforce integration – Built directly into the Salesforce platform, leveraging existing data, security model, and automation tools like Flow.
- ✅ Business-ready guardrails – Strong governance, auditability, and admin controls designed for regulated and enterprise environments.
- ✅ End-to-end CX – Agents can span sales, service, marketing, and custom apps, giving a unified experience across the full customer lifecycle.
- ✅ Rich ecosystem & support – Backed by Salesforce’s ecosystem of partners, Trailhead training, and implementation accelerators.trailhead.
Cons
- ❌ Enterprise-level pricing – Best suited for existing Salesforce customers with budget; costs can be high compared to standalone AI tools.
- ❌ Salesforce dependency – Agents are tightly coupled to Salesforce data and infrastructure, limiting use for non-Salesforce-centric stacks.
- ❌ Implementation complexity – Real value often requires thoughtful design, data preparation, and partner-led deployment projects.
Official Website
Salesforce Agentforce – Overview: https://www.salesforce.com/agentforce/ (and related Salesforce pages, Dreamforce resources, and Trailhead modules).
Release Date: Initial launch at Dreamforce 2024, with ongoing updates through 2025
Last Updated: December 2025