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Before having a glance of some use cases below here is a quick explanation about Agentforce

What is Agentforce?

Agentforce is a generative AI layer built on top of the Salesforce platform. It’s designed to work seamlessly across the full Customer 360 ecosystem, including Sales, Service, Marketing, and other Salesforce apps  all of which rely on data to drive meaningful interactions.

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The data that powers Agentforce can live either on the Salesforce platform or outside of it. When data lives externally but you still want it available to Agents, that’s where Salesforce Data Cloud comes in.

While Data Cloud is not required to use Agentforce, it enhances the experience by enabling powerful capabilities like RAG (Retrieval-Augmented Generation), which improves how AI agents access and synthesize external knowledge in real time. These advanced use cases are beyond the scope of this Quickstart, but it’s important to understand that Data Cloud is a powerful, but optional component.

Quick-to-Build Agentforce Use Cases

Lead Qualification

  • Ask discovery questions

  • Pre-fill lead fields

  • Save/update lead record

  • Route qualified leads

Create a New Case or Ticket

  • Collect basic issue details

  • Auto-create a case record

  • Assign to queue or owner

  • Send confirmation

Internal FAQ Bot (eg. HR or IT)

  • Handles common internal queries like: "How do I reset my password", "What's the leave policy", "Who do I speak to about Benefits"

  • Links to articles or triggers flows

Case Lookup or Status Check

  • Allow customers or staff to ask: “What’s the status of my case?”

  • Agent fetches case details using record lookup

  • Save/update lead record

  • Optional: Add update or close case actions

Schedule a Discovery Call

  • Agent asks for preferred date/time

  • Triggers email or creates a task.event

  • Optional: Sends link to Calendly or meeting scheduler

Update a Contact or Lead Record

  • Agent asks for updated info (email, phone etc.)

  • Use a simple update flow

  • Confirms the update to user

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