More and more companies are turning to AI-driven solutions to enhance operations, streamline workflows, and improve customer experiences, with 78% of respondents in the latest McKinsey Global Survey on AI (2025) confirming that their organisations use AI in at least one business function. Salesforce’s digital labour platform, Agentforce, offers a suite of prebuilt digital employees designed to handle various tasks autonomously. Whether you need support in sales, customer service, marketing, or internal operations, there’s an Agentforce agent ready to work for you.
By leveraging Salesforce AI, businesses can automate tasks, enhance team productivity, and ensure seamless customer interactions across various channels. But with so many digital agents available (and more on the way), how do you know which one best suits your needs? This guide will help you understand the capabilities of each ‘out-of-the-box’ Agentforce agent and the specific use cases they address, allowing you to choose the right digital employee for your business.
SDR (Sales Development Rep) Agent
The SDR Agent is designed to enhance your sales team’s efficiency by autonomously answering product questions, handling objections, and booking meetings or appointments. This agent is perfect for businesses looking to engage leads proactively and convert them into opportunities. With responses grounded in your business data, you maintain accuracy and consistency while ensuring the best customer experience. Employing an Agentforce SDR Agent essentially multiplies your Sales efforts, giving your sales reps access to their very own BDR.
Use Cases:
- Engaging leads on their preferred channels, such as SMS or WhatsApp, in any language.
- Deftly answering frequently asked questions about products or services whilst interpreting the varied nuances and dialects in natural language or speech patterns.
- Qualifying leads before passing them to human sales representatives by confirming pre-determined qualities.
- Scheduling meetings and follow-ups whilst navigating circumstantial factors
- Nurturing leads at different stages of the funnel, recognising their individual needs and offering the right resources, such as webinars and white papers, to help make that vital buying decision.
Who Should Use It? Companies with inbound sales inquiries looking to enhance lead conversion rates without overburdening human sales reps.
Sales Coach Agent
A high-performing sales team is built on continuous training and feedback. The Sales Coach Agent provides real-time coaching, enabling sales reps to practice their pitches, handle objections, and refine their negotiation strategies through interactive role-playing sessions. This AI has access to a breadth of intelligence as to what actions convert deals best in your organisation, and it can help turn every sales rep into a pro.
Use Cases:
- Providing deal-specific coaching tailored to individual sales reps.
- Delivering consistent feedback on strengths and areas for improvement.
- Tracking progress and assessing ROI through win/loss analysis of deals.
Who Should Use It? Sales teams aiming to improve their performance and negotiation skills with structured, data-driven training.
Customer Service Agent
Providing 24/7 customer support can be challenging, especially for small or medium businsses, but the Customer Service Agent ensures organisations can engage with customers anytime, anywhere. This AI-driven agent autonomously resolves customer queries with accurate, data-backed responses, improving customer satisfaction and reducing operational costs. It has the power to reason, and will serve the customer in exactly the way you want it to, matching your brand voice and only operating within the strict parameters you set for it.
Use Cases:
- Handling customer inquiries across multiple channels (email, chat, social media, etc.).
- Resolving support tickets efficiently by providing instant, accurate solutions.
- Escalating complex and critical cases to human representatives when needed.
Who Should Use It? Companies looking to enhance customer service response times and improve self-service options while reducing support costs.
Marketing Campaigns Agent
Marketing teams are constantly under pressure to deliver compelling campaigns, and the Marketing Campaigns Agent helps lighten the load. This agent assists in campaign brief generation, audience targeting, content creation, and performance analysis, ensuring marketing efforts are both strategic and data-driven. Your very own digital marketing assistant!
Use Cases:
- Automating campaign planning and execution.
- Generating creative content, from advertising copy to email templates.
- Analysing campaign performance and recommending real-time improvements.
Who Should Use It? Marketing teams seeking to optimise campaign efficiency, personalise customer engagement, and maximise return on investment.
Personal Shopper Agent
The new Personal Shopper Agent functions as a virtual stylist, engaging customers with personalised product recommendations. By analysing shopping behavior and preferences, this agent enhances the eCommerce experience in a personable, unique and engaging way – boosting conversion rates by satisfying online shoppers.
Use Cases:
- Offering tailored product suggestions based on user preferences.
- Assisting with search queries to find the perfect products.
- Providing shopping assistance via chat or messaging apps like WhatsApp.
Who Should Use It? Retailers and eCommerce businesses looking to enhance personalised shopping experiences and drive sales.
Internal Agent (Think Einstein Copilot)
The Internal Agent is a customisable digital assistant designed to support internal teams. While not an ‘out-of-the-box’ agent as such, businesses can configure it to handle various tasks, including HR functions, content generation, and information retrieval.
Use Cases:
- Automating recruitment processes by gathering and analysing data from applicants.
- Generating reports, summaries, and other business content.
- Sending communications to different customer segments.
- Providing employees with quick access to company knowledge and resources.
Who Should Use It? Organisations seeking to improve internal operations and empower employees with AI-driven assistance.
Other Salesforce Technologies
Slack Agent
By integrating Agentforce with Slack, businesses can turn AI agents into digital teammates. Employees can use natural language commands to complete tasks, retrieve information, and collaborate more efficiently.
Tableau Agent
This ‘data’ agent helps users prepare and visualise data, offering a trustworthy Q&A service and delivering proactive insights on patterns and trends. Read more on how Tableau and Agentforce work together here.
Our Advice for Implementing Agentforce Agents
- Start Small & Scale Gradually Focus on one to three solid use cases before expanding. Looking at the admin burdens and bottlenecks in your organisation is a great place to start. Make sure you identify skills gaps and resource availability before implementation.
- Ensure Data Readiness AI is only as good as the data it relies on. Prioritise clean, correct, unduplicated data to ensure accuracy and efficiency.
- Get Team Buy-in Educate employees on the benefits of AI-driven agents to encourage adoption and inspire confidence in the technology – create internal advocates! Once employees understand that these agents are there to augment, rather than replace, they can become the key to really getting the most out of your new technology.
- Prioritise Testing A successful Agentforce launch requires rigorous testing. We don’t expect a new employee to nail every task from day one, so we can’t ask the same from a digital one. Aim for 30-40 test scenarios to refine accuracy and performance.
- Lean on Your Agentforce Partner Take advantage of our complimentary Agentforce readiness sessions to ensure a smooth AI adoption journey and faster time to value.
Agentforce offers an array of digital employees to meet various business needs, from sales and marketing to customer service and internal operations. By selecting the right agent(s) and following best practices for implementation, businesses can enhance productivity, drive revenue, and improve customer experiences. Start small, refine your approach, and let AI empower your team to focus on what matters most.
The exciting thing is, we anticipate that we have only just scratched the surface of what these agents can achieve. Early adopters are training and iterating on the first wave of Agents, allowing them to complete tasks unique to their businesses, and it won’t be long before there is a full catalogue of digital employees with different skills and capabilities. Health agents, recruitment agents, quality assurance agents – we can’t wait to see what comes out next!
Are you ready to build your digital workforce, read more on onboarding your digital employee or contact us today to get started!
References
McKinsey (2025) McKinsey Global Survey on AI. Available (online) at https://www.mckinsey.com/capabilities/quantumblack/our-insights/the-state-of-ai [Accessed 12/03/2025].