9 Real-World Agentforce Examples & Use Cases

I so strongly believe in the power of Agentforce to improve business efficiency that it’s an entire stage in the MarCloud ROI Framework. Recently, a client asked me a blunt question:

“What are some immediate use cases where Agentforce can be useful?”

Disclaimer: I love getting questions like this because it opens the conversation up to so many possibilities! Below are some of the examples I gave that will hopefully provoke and inspire some ideas for your organisation. 

Before we dive in, though, a key point to remember is the sheer amount of data that lives in your CRM - and it’s all reachable via Agentforce Agents. This means everything, including email tone of voice, purchase history, files, calls, complaints… you name it. Agents can understand all of this and use it to autonomously manage your marketing operations with little to no risk (see our post on Agentforce Guardrails if that’s a concern!).

Real world Agentforce examples

TL;DR: Scale your Business Development function by automating outreach emails.

We start with a great lead generation use case - passing leads for an SDR Agent to chase! 

It’s a slick process managed by Account Engagement, and all we need to do is set up a dedicated field to manage it. I’ve called ours ‘Agentforce SDR Trigger’ with the value ‘Agent SDR Go!’.

When setting up the SDR Agent, I set the trigger on the newly created field:

On the Account Engagement side, I just need to set up the logic for when I want our SDR Agent to reach out to leads. 

During the trial period, I kept the process completely within my control by hand-selecting people. When I manually tag a prospect, automation updates the field, and the SDR Agent gets to work!

See below for how the Agent now writes the outreach email and schedules it without any marketing involvement.

A quick way to empower your sales users is to implement the Einstein Sales Coach Agent. 

By embedding this into your Opportunity layout, salespeople can role-play sales calls ahead of time and receive an unbiased review of how the call went. Of course, the Agent already has access to all of the information about the Opp, so the review is tailored and bespoke every time they use it!

The salesperson can work with the Sales Coach Agent to:

• Review their knowledge of the Opportunity.

• Practice their pitch to the client. 

• Check proposal positioning and pricing conversations.

• Sharpen negotiation approach and plan for difficult conversations.

See a video breakdown from Salesforce here.

With Marketing Cloud Growth and Advanced, marketers can create a campaign brief for an Agent to then build campaign, email, and landing page assets in significantly less time. You can populate your assets with AI generated content with a prompt.

With this functionality, Salesforce is reducing the time it takes from idea to campaign.

You can even build segments with a single prompt!

When dealing with thousands or millions of data records, Agents are fantastic at uncovering insights that a human might struggle to recognise. 

For example, a global events company with millions of data could lean on an Agent to surface people who are most likely to attend an event within a particular radius. They could look at previous purchases, where the prospect is based, the type of events they are typically interested in, and their approximate budget. They could apply the same logic to look for sponsors for the event. 

By letting an Agent do the legwork of building your highly targeted lists, you only need to review, sense-check, and deploy the segmented list once everything is green-lit. 

Sure, scoring and grading are great for getting more qualified leads into the system, but lead assignment can be slightly more complex. 

Imagine your business is established in the UK, but you have less exposure to customers in Germany, which is an exciting area of growth. For this reason, you might want to prioritise leads coming from Germany and make responding to these more urgent. Perhaps you can lower the scoring/grading threshold for these leads and escalate to a more senior salesperson if no email has been sent within two hours of an enquiry. Sound like a lot of work? An Agent can manage this process for you and ensure no lead is ever missed.

Let’s also assume all of your call data is syncing with Sales Cloud. An Agent could review the call transcript and surface any upsell/cross-sell opportunities that a salesperson may have missed. They could even track how much revenue an Agent has been responsible for uncovering, effectively measuring ROI on the Agent itself!

Did you know files can be uploaded to Agentforce Data Library for Agents to review? 

Let’s say you receive files from your customer and currently need a human to sift through and check that all of the information is valid before it goes through to the next stage of the process. An Agent can do this for you and save hours in your day.

Some industry examples where this might be particularly useful: 

• A financial services company reviewing loan applications.

• A university reviewing enrolments for local and international students.

• A manufacturer reviewing a new supplier onboarding form. 

• A broker reviewing an application form for product suitability (and the Agent could also help recommend what products are a best fit!).

For your farmers (account managers and renewals team), you can implement a seamless way to identify customer sentiment. Agents can use emails, calls, or even periods of silence from the customer to inform sentiment. 

This level of care for how a customer is interacting with your business allows managers to strategise and retain accounts like never before. They will be able to identify their best-performing reps and potentially see the risk of account attrition before it happens. 

By leaning on the Agentforce Data Library, you can store all of your knowledge articles, FAQs, pricing, product and service information, and anything else helpful to your team. This can then be reached by an Agent. 

Internally, this knowledge base can power conversations your sales or service team are having with customers. Whether it be via email, instant messaging, social media, or on the phone, your team has access to all of the information they need in real time. 

If a customer reaches out about a technical issue with their account, a representative can ask the question to an Agent internally and get an answer back in seconds. Alternatively, you could just let the Agent handle the conversation and escalate it to a human if they are unable to help. 

You could open this up to customers, too. Maybe you want a live chat option on your site that a customer can use to ask questions. You will have already set the boundaries with prompts and selected which files the Agent can access, so customers get exactly what they need, reducing the burden on your support centre.

Slightly more technical to set up but equally worth a mention is allowing an Agent to fetch files from a third-party system and send them to a customer with a publicly accessible URL. You might want to do this when a customer asks for their latest invoice or to see a breakdown of their licenses, etc.

By setting this type of Agentforce functionality, you could allow an Agent to reply to the customer via live chat or email. The possibilities are endless!

For technical information on how to set this one up, view the Salesforce Developer article. 

Need help with Agentforce? 

Getting started with AI Agents can be daunting, not to mention time-consuming, as you try to map out where and how Agentforce will benefit your specific business and marketing needs. 

Speak to MarCloud about your marketing challenges and feel confident in an AI roadmap that will deliver both ROI and efficiencies that drive cost savings across the business.