Salesforce Agentforce provides purpose-built AI agents designed for different business needs—from internal productivity to customer-facing support. Each Agentforce agent type is created with a specific role, audience, and capability set, making it easier to deploy AI across your organization without building everything from scratch.
Types of Agentforce AI Agents in Salesforce:
1. Agentforce (Default)
Agentforce (Default) is an AI assistant designed for in-org business tasks. It acts as a general-purpose AI helper for Salesforce users.
What It Can Do:
Search Salesforce data
Search the internet (where enabled)
Edit Salesforce records
Draft or revise emails
Generate or update field values
Who Uses It:
Salesforce users (admins, sales reps, support agents)
Internal teams working inside Salesforce
Use Cases:
“Find open opportunities closing this month”
“Update case priority to High”
“Draft a follow-up email for this lead”
2. Agent for Setup
Agent for Setup is designed to simplify Salesforce administrative tasks.
What It Can Do:
Guide admins through setup tasks
Help configure Salesforce features
Answer setup-related questions
Quickly find Salesforce documentation
Who Uses It:
Salesforce Admins
Developers
Use Cases:
“How do I enable email-to-case?”
“Steps to create a validation rule”
“Where do I configure Agentforce permissions?”
3. Agentforce Service Agent
Agentforce Service Agent is a customer-facing autonomous AI agent designed to deliver personalized customer support experiences.
What It Can Do:
Respond to common customer inquiries
Use Salesforce Knowledge for answers
Create or update cases
Escalate complex issues to human agents
Who Uses It:
External customers
Deployed via chat, messaging, or portals
Use Cases:
Order status inquiries
Password reset questions
Product troubleshooting
4. Agentforce Employee Agent
Agentforce Employee Agent is an internal AI agent that assists employees during their day-to-day work.
What It Can Do:
Automate common business tasks
Search knowledge articles
Access internal Salesforce data
Assist users within their workflow
Who Uses It:
Internal employees
Sales, support, HR, IT teams
Use Cases:
“How do I submit a reimbursement request?”
“Find the latest onboarding document”
“Summarize this case for me”
