Learning Objectives
After completing this unit, you'll be able to:
- Explain what an AI agent is.
- Describe how Agentforce differs from a chatbot.
- Name the building blocks of an agent.
What Is an AI Agent?
A chatbot follows a script. An AI agent understands what someone wants, decides how to help, and takes action to get it done. Agentforce is the Salesforce platform for building those agents and putting them to work for customers and employees.
Note
Agentforce agents can work with customers (on your website or in messaging) or with employees (inside Salesforce and Slack). The building blocks are the same.
The Building Blocks
Every agent is built from the same parts. A describes a job the agent can do. Each topic has instructions and a set of s. The agent uses the reasoning engine to decide which topic fits a request and which actions to take.
- Topics group related work, like order questions or appointment booking.
- Instructions tell the agent how to behave inside a topic.
- Actions are what the agent can actually do, such as running a flow or querying records.
Term
Topic
Quick Check
A customer asks an agent to reschedule an appointment. What does the agent use to decide what to do?
Resources
Quiz
To complete this unit, you need to answer all the quiz questions correctly.
+100 Points
1What separates an AI agent from a scripted chatbot?
2Which building block describes a job an agent can do?