An Agentforce use case is an application of AI technology where an AI agent takes an action or series of actions that accomplish a goal or job-to-be-done on behalf of your employees, customers, or organization.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, Performance, Unlimited, and Developer Editions. Required add-on licenses vary by agent type. |
As you begin collecting ideas for Agentforce use cases—whether through crowdsourcing, business process review, user research, or market analysis—you might notice that some ideas lend themselves well to autonomous AI applications, and some don’t. When evaluating potential use cases for autonomous AI, consider the following questions:
- Value: Why are you delegating this work to an AI agent? Is the agent faster or more accurate? Will it provide a better experience?
- Work: Can you describe the work the AI agent will do? Do you fully understand all the business processes involved in that work?
- Decision-making: Does the work involve decisions and steps that can be completed without direct human input or judgment? Are there well-defined policies, rules, and constraints that the AI agent can follow alone?
- Risk: Can the AI agent operate within the security, legal, ethical, and regulatory requirements that apply to the work?
- Data: Is the data capable of supporting the work the AI agent will do?
As you decide on your answers, it’s important to understand what agents can do. Often the easiest way to get started is by building an agent and seeing how its capabilities match with the goals you have for implementation.