On the Agentforce 360 Platform, you can use two main AI tools: prompt templates and agents. They both help you build smart features, but they work in different ways.
Prompt Templates
Prompt templates are one-time instructions you give to an AI model. They create a single response, do not remember past messages, and do not make decisions. All prompt templates go through Salesforce’s trust layer, so they protect sensitive information and follow permission rules.
Use a prompt template when the task is simple, such as:
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Summarizing customer notes
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Creating a short email
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Checking the tone of a message
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Suggesting a quick next step
They work best when no ongoing memory or multi-step actions are needed.
Agents
Agents can think through several steps, choose actions, and react to new information. They can call APIs, look up records, and change course when needed.
Use an agent when the task is complex, such as:
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Routing support requests
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Handling return or booking workflows
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Troubleshooting issues across different systems
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Scheduling based on available time slots
Agents are ideal when decisions or multi-step reasoning are required.
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