What can Agentforce do, and where should you start? Find practical answers to common questions about Salesforce AI, preparing your data and processes, and choosing a useful first application.
How is Agentforce different from Salesforce Einstein?
Einstein is a name Salesforce has used for AI capabilities including predictions, recommendations and generative AI. Agentforce focuses on AI agents that can respond to requests and carry out configured tasks using business data and actions.
For example, an agent might answer a customer question, retrieve relevant information or update a record. What it can do depends on its configuration, permissions and the features available in your Salesforce environment.
Is my Salesforce environment ready for AI?
Start with the task you want AI to handle. Can it access reliable information? Is the process clear? Do you know what it should do when something goes wrong?
Review the relevant records, knowledge articles, permissions and integrations. You’ll also need someone responsible for testing the agent and reviewing its performance. Readiness is about having the right foundations for a specific use case, rather than making your entire Salesforce environment perfect.
Should I optimise Salesforce before implementing AI?
In most cases, yes.
AI performs best when it has access to accurate, consistent and well-structured data.
If users are relying on spreadsheets, duplicate records are common or reporting cannot be trusted, these issues should be addressed before introducing AI.
Optimisation helps ensure AI delivers meaningful business value rather than simply accelerating existing inefficiencies.
Can Agentforce work with Certinia?
Yes. Certinia is built on Salesforce and has developed Agentforce-based capabilities, including agents for staffing and customer success.
However, sharing a platform does not mean every Certinia process is automatically available to an agent. The options depend on your Certinia products, licensing, permissions and configuration. Start with the process you want to improve, then check which capabilities are available and what additional setup is needed.
How will Agentforce change the way our team works?
Agentforce can take on defined tasks that people currently perform manually. Your team will still need to set priorities, manage exceptions and review whether the process is working as intended.
Decide which activities an agent can complete independently, which need approval and when it should hand over to a person. Include the people doing the work in those decisions, so the new process is useful in practice.
What are the biggest challenges when introducing Salesforce AI?
Common difficulties include unreliable information, unclear responsibilities and processes that rely on knowledge nobody has documented.
An agent also needs boundaries: what information it can access, which actions it can take and when it should stop or ask for help. Agree these before launch, alongside a clear way to measure whether the agent is improving the task.
What can Agentforce do in Salesforce?
ADepending on the agent and your configuration, examples include:
- Answering questions using approved knowledge.
- Retrieving and summarising customer information.
- Helping users complete a defined process.
- Updating records through configured actions.
- Passing requests to a person when further help is needed.
Choose a task with a clear outcome, then test how the agent handles both everyday requests and exceptions.
Do I need to implement Agentforce everywhere?
No. Start with a contained process where you can test the result and understand the impact.
Define who will use the agent, what it can do and how you will assess its performance. A focused pilot gives you a manageable way to gather feedback and decide whether to expand, adjust the approach or stop.
How do I prepare my organisation for Salesforce AI?
Choose a business problem and involve the people responsible for that process. Document how it works today, including exceptions and approval steps.
Then review the information, access and actions the agent would need. Confirm licensing requirements, agree measures of success and plan testing before launch. Give someone responsibility for reviewing results and maintaining the agent as your processes change.
How can Xenogenix help with Salesforce AI and Agentforce?
We help you assess where Agentforce could be useful and what needs preparing first. That includes reviewing relevant data, processes, permissions and integrations, and identifying a manageable starting point.
Whether you need to improve your existing Salesforce setup or plan an Agentforce implementation, we’ll help you understand the work involved and agree practical next steps.
Have a question about Agentforce?
Tell us what you’d like to achieve with Salesforce AI. Complete the form below and we’ll help you explore your options and where to start.
Samantha Mathie is a Senior Digital Marketing Executive at Xenogenix and has been part of the business for four years. Before joining Xenogenix, she spent more than eight years working independently as a marketing consultant.
With a background in IT, telecommunications and video conferencing, Samantha specialises in B2B technology marketing, digital campaigns, content and connected customer journeys. She is particularly skilled at turning complex subjects into clear, engaging communications.
As an author for Xenogenix, Samantha shares practical guidance on digital marketing, campaign planning, content and communicating technology effectively.