Salesforce today announced Agentforce 2.0. This is the new version of Agentforce, the first digital work platform for companies, a complete AI system that allows you to strengthen work teams by introducing autonomous and trusted AI agents into the workflow.

This release includes a new library of pre-built skills and integrations that enable rapid customization, the ability to deploy Agentforce in Slack, as well as advancements in agent reasoning and recovery augmented generation (RAG). These advances will allow companies to complement their workforces with personalized agents capable of managing complex tasks with greater precision and accuracy.

“Agentforce 2.0 takes our revolutionary Salesforce digital workplace platform further, with new reasoning, integration and personalization features that empower autonomous agents with unprecedented levels of intelligence, precision and accuracy,” says Marc Benioff, president and CEO of Salesforce.

Why is it relevant?

In many organizations, teams have more work than available resources, leading to poorer customer interactions and delays in service delivery. Companies are turning to AI to mitigate this situation, but inadequate solutions that offer generic answers are not of much help.

Salesforce presents Agentforce 2.0, the digital work platform that provides new capabilities to employeesyes

Existing tools, such as co-pilots, have difficulty providing accurate and reliable responses to complex requests, such as personalized guidance on a job application. They also cannot act alone, for example, recommending products to a potential customer. Organizations need a new type of platform designed to deliver digital workers in the form of autonomous AI agents, who can reason based on data and leverage workflows to act on behalf of teams when they are overwhelmed.

Companies and organizations from various sectors such as The Adecco Group, Indeed, Accenture, 1-800 Accountant, Bionic, Capita, Finnair, SharkNinja, Secret Escapes or Unity Environmental University already use Agentforce to offer improved experiences to their clients and users.

New Skills Library Brings Agentforce to Every Workforce

Time and integration challenges make it difficult to create custom agents for specific teams or departments. Agentforce 2.0 removes these barriers with a new library of predefined agent skills (that is, tasks that Agentforce can perform) spanning CRM, Slack, Tableau, and skills developed by partners on AppExchange. This latest release allows customers to extend Agentforce to any system or workflow through MuleSoft.

It also includes an improved agent builder, capable of interpreting natural language instructions (for example, “Onboard new product managers”), to automatically generate new agents. These agents seamlessly combine pre-built skills with custom logic built in Salesforce, offering unprecedented flexibility and speed.

  • New CRM skills for customer experiences with agents. New skills for sales teams, such as Sales Development and Sales Coaching, enable the creation of autonomous AI agents that can feed leads based on their rules of engagement. They also include agents who can join calls with potential clients and provide instant feedback. Additional skills include some specific to marketing campaigns, commerce, services, and field work.
  • Take action across any application or workflow. MuleSoft now enables Agentforce to get work done across the entire organization. With MuleSoft for Flow, it’s easier than ever to create workflows low code covering any system. MuleSoft’s new API catalog allows Salesforce creators and administrators to view, discover, and manage APIs across Salesforce, MuleSoft, Heroku, and any external services from a central location for quick reuse. And MuleSoft’s new Topic Center plays into this by allowing teams to infuse Agentforce metadata into every API they build.
  • Tableau skills for analysis and information. New Tableau Topics and Actions offer data visualizations and predictions for a deeper understanding of agent responses. Plus, these are accurate and rich in business context thanks to Tableau Semantics. This provides new use cases for conversational analytics, further lowering the barrier to data access for any employee.
  • Slack skills to participate in channels and conversations. With Slack Actions now available in Agent Builder, a team can enhance Agentforce with capabilities like sending a direct message to provide a project overview, or updating a Slack Canvas when a client requests changes.
  • Partner skills through AppExchange. Agentforce is powered by the first enterprise agent skills ecosystem, allowing customers to extend their Agentforce with custom themes and actions. These range from new agent types, such as the AI ​​Employee Service Agent with Workday, to new actions created by partners such as Asymbl, Docusign and Neuron 7.
  • Agentforce now recommends skills for the job that needs to be done. New agents can now be created in seconds using natural language descriptions. Agent Builder now uses Agentforce to configure new agents by automatically generating relevant topics and instructions while drawing on the library of skills and actions you already have available. This ensures that teams can quickly deploy their new digital colleagues.

Agentforce on Slack

As organizations look to derive value from AI agents, they need solutions that are integrated where their employees already are. Agentforce 2.0 can be deployed in Slack, bringing agents to the messages and channels where work is done.

  • Agentforce in any message or channel. Agentforce 2.0 allows teams to easily introduce Agentforce into any Slack conversation. Slack users can start a conversation directly from the Agentforce Hub, or @ Agentforce agents in direct messages or channels.
  • New Slack Actions in Agent Builder. Agent Builder now features predefined Slack Actions like “Create Canvas” or “Messages Channel,” allowing teams to quickly enhance existing agents or create new ones that can interact effortlessly in Slack.
  • Conversational context with Enterprise Search. Slack contains a wealth of knowledge thanks to direct messages, channels and Canvas, which reflect the unique nature of each business. With Slack Enterprise Search, Agentforce can extract conversational, public, and authorized data from Slack, improving the relevance of responses and actions.

Availability

  • The full version of Agentforce 2.0 will be generally available in February 2025, with specific features to be released in advance starting today.
  • Sales Development and Sales Coaching skills are now available. Pricing for these skills starts at $2 per conversation.
  • Tableau Semantic Layer is generally available now, while skills for Tableau will be generally available on December 18.
  • Agentforce in Slack, Slack Actions in Agent Builder, and Slack Enterprise Search will be generally available in January 2025.
  • Creating natural language agents in Agent Builder will be generally available in January 2025.
  • MuleSoft for Flow, the new MuleSoft API catalog and Topic Center will be available in February 2025.
  • Improved reasoning and RAG will be available in February 2025.
Alex Chen
Alex Chen

Alex Chen serves as the chief editor of Asia Tech Journal, bringing over a decade of experience in technology journalism. Previously writing for several globally renowned publications, Alex is celebrated for his insightful analyses and in-depth reporting on tech trends across Asia. Passionate about innovation, Alex specializes in the dynamic technology ecosystem of China and its global impacts.