Agentforce 2.0 in Action: How AI Agents Are Reshaping Business Operations

Last Updated on March 13, 2025 by Rakesh Gupta

Agentforce, (now Agentforce 2.0) has taken the Salesforce community by storm since it was announced at Dreamforce 2024. This new “digital labour platform” has gone beyond predictive and generative AI and brought autonomous AI into the mainstream of our day-to-day business life. What does this mean in simple terms? Well, we are no longer in a world where AI is simply a trusty assistant – Agents can now work as legitimate employees by engaging in advanced reasoning and acting on behalf of organizations. 

According to a recent survey by SnapLogic, 84% of leaders in the IT world trust Agents more than humans. The same report underscores that fears about the reliability of AI remain, namely data security and AI hallucinations. While Salesforce has certainly not been the fastest to draw in the AI race, it has, put trust at the forefront of its AI and Agentforce agenda. With secure data and ethical AI principles, Salesforce ideally gives organizations AI solutions they can rely on – making it a key player to watch in this evolving space. 

With all the hype around Agents, many of us are keen to understand how this technology can actually be used. In this article, we break down some simple-to-understand examples. Keep reading to find out more.

E-Commerce: Orders and Shipments

Agentforce can act as a useful partner in your E-Commerce operations. Specifically, agents are able to handle the following core operations: 

• Agents can autonomously track the status of your orders and shipments, including monitoring delivery times and checking out whether there are any delays. Your e-commerce staff are freed from time-consuming manual tasks and are able to engage in more high-value work.
  
• Instead of manually handling exchanges and refunds, agents can manage these processes 24/7 to reduce human error and ease the pressure of customer queries and cases.
  
• If an order needs to be modified, agents can intelligently handle these changes and sync all updates to your CRM. This saves your E-Commerce business precious hours and speeds up sales. 

Financial Services: Intelligent and Personalized Support

Agentforce can be a game-changing tool in streamlining your financial services organization.

• Using Agentforce, you can address queries from clients, monitor interactions, manage company policies, and renew client subscriptions.
  
• With Agents, financial service teams can reduce tech costs and deploy solutions across communication channels to make sure their client experiences are well managed. This can proactively boost employee or client experiences with conversational language and round-the-clock support. 
• Managing financial transactions can become a cumbersome administrative activity. It consists of billing documents to clients, supporting a seamless payment process, and double-checking invoice disagreements. This is not to mention monitoring payment status tracking and confirmation. However, with Agentforce’s solutions, financial advisors can skip these tasks by confidently handing them over to their digital colleagues. 

High-Tech Done Right

Whether you are running a software company or creating hardware customers use every day, Agentforce has you covered.

• Tech troubleshooting is that much simpler with the help of Agentforce. Take the tedious cases off the shoulders of your support team and leverage intelligent agents to help your customers resolve their queries. This means your support staff has more headspace to focus on complex queries, and your organization as a whole is able to devote more time to honing your product.
  
• If your tech company manufactures hardware, then Agents have your back. Agents are able to assist customers with troubleshooting the setup and implementation of devices, answering common queries, and ensuring the tech operates optimally. The result is fewer cases and happier customers, as well as a reduced strain on your IT support team.
  
• Are your customers having issues with service and connectivity? Keep them up-to-date on interruptions and outages in real-time with Agents who can communicate effectively and insightfully. Agents are also able to talk customers through any issues and help them resolve problems speedily. All records are synced with Salesforce for end-to-end tracking.
  
• Customers purchasing your software can get 24/7 assistance with product and system setup via Agentforce. This streamlines the entire installation and onboarding process and frees up your team to focus on developing a quality product.

Healthcare

Agentforce tackles manual tasks so that your healthcare organization can focus on providing quality care.

• Scheduling and appointments are fast-tracked with the help of agents that are embedded in your CRM. These agents can handle all bookings speedily and accurately to ensure appointments are a breeze.
  
• Data Management, like the handling of EHR (Electronic Health Records), can be far smoother with agents. For one, your hospital staff can say goodbye to outdated PDFS, manual data entry, and loads of paperwork. You can also rest easy knowing that sensitive data is securely handled and isn’t subject to human error.

Questions about Agentforce

While Agentforce is all the rage, there are still a lot of unanswered questions about this new technology.

• The ability of Agentforce to integrate with third-party apps on the AppExchange is still being debated.  While Salesforce-owned apps such as Slack are not an issue, it is unclear how smoothly Agentforce will work with many of your favorite third-party tools on the AppExchange. Many of these solutions solve tasks that native Salesforce software can’t, such as signing and generating documents and making forms. 
  
• Another question surrounds the issue of “dirty data” – how can you ensure your agents are operating off quality and reliable data? One solid option is Data Cloud. While Data Cloud technically underpins Agentforce and the entire Salesforce CRM, you don’t need a full implementation of Data Cloud or to purchase credits to work Agentforce. If you are using Agentforce without Data Cloud, you will need to closely monitor your data quality – if not you risk compromising trust in your agents.
  
  Then there is the cost of Agentforce:
• In your Standard Success plan, you can access free Agentforce resources such as Trailhead training and knowledge base articles. This is great for purposes of upskilling but won’t enable implementation.
  
• If you have Salesforce Enterprise Edition or above, you will get 1K conversations, 250 Data Cloud Credits, and access to tools for Sales, Marketing, and Service for free. This is packaged as Salesforce Foundations.
  
• The most robust option is the “Agentforce” product which comes in at $2 per conversation. This includes your Agent Builder, Prompt Builder, Agent Wizard, and Pre-Built agent options.
  
• While Data Cloud is not essential to use Agentforce, it is strongly recommended to leverage it as a guardrail against inaccurate data. The cost of Data Cloud varies and is based on usage, industry, and the size of your company. One hack is to purchase an edition of your chosen industry cloud that comes with data cloud credits. Here are some solid plans that may complement your Agentforce use cases:
  • Service Cloud for Enterprises: $165 user/ month
  • Einstein 1 Sales: $500 user/month
    

For more information on Data Cloud Pricing, check out this article.

Given the expense, first check out your ROI when using Agentforce. It’s also worth factoring in that there may be associated development costs when customizing your ideal Agentforce solution. 

As Agentforce becomes adopted at scale, we expect there will be a longer laundry list of common errors and issues to troubleshoot. Watch this space. 

Why Titan with Agentforce?

If you’re looking for a 3rd party tool that syncs seamlessly with Agentforce, look no further than Titan, an all in-one app with a 4.99/5 rating on the AppExchange. Using Titan and the power of Agentforce, you can accelerate time to market for virtually any industry. Generate documents without human intervention and automate any process you can think of. Why Titan? Well, Agentforce, and the Salesforce platform as a whole lack robust native signing, doc gen, and form-building capabilities. Leveraging Titan’s no-code tools, agents can:

• Generate dynamic documents directly from Salesforce such as quotes and invoices by pushing a single button.
  
• Predict contract renewals based on Salesforce data and then leverage Titan’s CLM to automatically generate contracts from your CRM.
  
• Intelligently manage leads by assigning high-value leads to the most skilled salespeople. While Agentforce accurately prioritizes leads based on data analysis, Titan helps agents deploy Salesforce synced forms in an automated workflow.
  
• Collect customer data via Titan’s Salesforce forms. Once this information is fed to Agentforce, it can make recommendations to personalize virtually any customer experience.
  

Learn More About Titan! 

Titan, a category leader on AppExchange, empowers SMBs, nonprofits, and enterprises to maximize Salesforce with no-code tools like Portals, Doc Gen, and E-Sign— which can help you drive efficiency and solve complex challenges with fewer resources and more automation.

With Titan, you can overcome the challenges of managing multiple apps and licenses by doing it all on a single Salesforce-related platform.

Industry-agnostic, Titan empowers you to solve any use case and build dream projects using only clicks and no code.

Titan integrates seamlessly with Agentforce, and you can use their forms to capture detailed customer information and collect real-time customer data to feed Agentforce AI for more personalised interactions. Their document automation capabilities streamline contract creation, approvals, and e-signatures with Agentforce, and they can capture and store regulatory data within Salesforce whilst Agentforce AI scans the documents for any compliance anomalies.

Agentforce Use Cases Wrapped

And that’s a wrap. Thanks for reading, we hope you learned more about Agentforce and how it can be practically used within your organization. If you have any questions, feel free to drop them below!