Unlocking the Power of AI Agents with Agentforce

I would think it is fair to say that you’ve probably seen how quickly technology is moving since the pandemic. With consumers, service users and the public wanting quicker answers and results, we need slicker ways of interacting with the systems and data that power our everyday experiences. With AI no longer a luxury - but a necessity, organisations are also looking for more intelligent, more intuitive solutions to enhance productivity, streamline workflows, and provide better customer experiences.

As Head of Pre-Sales & Solution Engineering, it’s my job to work with our technical teams to come up with the best solutions possible to allow our customers to gain maximum benefit from their investment into technology. Salesforce’s Agentforce, is a revolutionary platform for creating AI-powered agents designed to transform the way businesses interact with data, customers, and processes.

I’m sure you’ll agree, AI is everywhere right now. But businesses have been experimenting with chatbots and AI assistants for years, only to find them rigid, frustrating, and limited in scope. They’re useful for basic queries but don’t fundamentally change how organisations operate.

Agentforce is different.
Rather than following pre-set scripts and decision trees, it understands, reasons, and takes action using an organisation’s actual data. It’s a true AI agent, designed to improve productivity, reduce repetitive tasks, and surface insights in a way that’s actually useful!

What Is Agentforce?

At its core, Agentforce is an AI-powered digital agent that takes business automation to the next level. Unlike traditional chatbots, which operate based on predefined scripts and rigid workflows, Agentforce uses it’s Atlas reasoning engine - the brain behind Agentforce that simulates human like planning/thinking. The Atlas reasoning engine takes advantage of recent advances in machine learning such as LLMs (large language models) and in data storage and retrieval such as vector databases and RAG (retrieval augmented generation), allowing it to understand, reason, plan and execute tasks dynamically on it’s on accord.

This means businesses can deploy AI-driven virtual assistants that don’t just answer customer queries—they also empower internal teams to access, understand, and take action on data instantly.

How Agentforce Works with Your Business Data

One of the most powerful capabilities of Agentforce is its ability to “talk” to an organisation’s internal data. Most businesses sit on mountains of unstructured data—PDFs, call transcripts, compliance documents, emails, RFPs—the list goes on. Traditional systems struggle to extract insights from these sources because they lack necessary structure.

Agentforce changes that. Using a vector database, unstructured data is indexed and stored as mathematical vectors, rather than rows and columns, which allows data to be stored/accessed in terms of its similarities and relationships to other data. Then, using a machine learning technique called RAG (retrieval augmented generation) Agentforce can search, and return meaningful responses grounded in an organisations unstructured data, surfacing insights in seconds rather than hours.

For example:

  • A sales team can ask, "What were the most asked questions in the last 50 RFPs?" and get a summarised response, rather than manually reviewing dozens of documents.

  • A customer service agent can query "What’s the refund policy for UK customers?" and receive the most up-to-date, accurate answer, pulled from policy documents.

  • A compliance officer can instantly retrieve relevant regulatory guidelines without searching through multiple files and folders.

This removes the need for manual searches, saving time and making AI a genuinely valuable business tool.

How Agentforce Transforms Customer and Employee Experience

Agentforce isn’t just about answering queries—it’s about automating complex workflows, reducing repetitive tasks, and allowing employees to focus on high-value work.

Here’s how different business units can leverage Agentforce:

  • Customer Service: Improves first-time resolution rates and deflects cases better than traditional chat bots, before they reach human agents, reducing costs and improving satisfaction.

  • Sales & SDR Teams: Automates lead qualification, personalises customer interactions, and streamlines the sales process.

  • Marketing & Commerce: Functions as an always-on concierge, delivering personalised customer recommendations and driving engagement.

  • Finance & Compliance: AI agents can search across policy documents, compliance reports, and legal frameworks, allowing for quick, accurate decision-making.

Trust is the Bedrock of Success

When implementing AI, trust is critical. Organisations need confidence that AI-driven decisions are transparent, ethical, and aligned with business goals. Here are some key considerations:

  • Transparency & Explainability – AI systems must provide clear reasoning for their outputs. Agentforce ensures that decisions are auditable and traceable, reducing the risk of "black box" AI. Users are also presented with inline citation links to relevant data sources that were used to inform a response.

  • Data Privacy & Compliance – AI relies on data, but it must be handled responsibly. Agentforce operates within Salesforce’s trusted security model and utilises its Einstein Trust Layer to mask sensitive business data and prevent prompt injections when interacting with an external LLM – all whilst ensuring responses are still grounded and accurate.

  • Human Oversight & Governance – AI should support decision-making, not replace human expertise. Agentforce is designed with governance in mind, allowing businesses to set clear guidelines on how and when it interacts with customers, processes, external systems and internal teams. Agentforce also provide clear audit trail and report of Agent performance, as well as a real-time view into monitoring Agent conversations.

Is Your Organisation Ready for Agentforce?

One key takeaway from my conversation with customers at our event last month was the importance of AI and data readiness. Agentforce is incredibly powerful, but its effectiveness depends on the quality and structure of your data.

Before implementing Agentforce, organisations should talk to us about the following considerations and best practices:

  • Defining a clear use case – Start with a specific pain point that Agentforce can address, rather than trying to automate everything at once.

  • Assess data readiness – If your data is unclean, duplicated, or disorganised, AI will struggle. A data health check may be necessary first.

  • Monitor & iterate – Unlike traditional software deployments, AI needs continuous testing and monitoring to ensure it performs as expected.

The Reality of AI: Cutting Through the Hype

I’ll be honest—I was sceptical about Agentforce at first. New technology is known for pushing its marketing to the absolute limit, and AI is no exception.

We’ve all seen the grand promises— stories about AI picking your perfect outfit/ new hire/ finding you the perfect strategy, and often, within marketing teams, exaggerate claims about what AI agents can do. But the real value of Agentforce isn’t in gimmicks.

It’s in real-world business transformation—reducing wasted time, automating low-value tasks, and allowing teams to focus on the work that actually matters.

It’s worth remembering that Agentforce (like any agentic platform) is still new technology and has only been generally available since October. While it’s powerful, there’s still room for development, and Salesforce is constantly investing in and refining its capabilities weekly, such as their recent release of Agentforce 2.0, providing significant improvements in the reasoning engine and the testing & monitoring tools available to admins (a crucial part of AI systems development). At Adapt IQ we are at the forefront of driving this innovation and discovering new use cases everyday.

Why Now Is the Time to Adopt Agentforce

AI adoption is accelerating, and Salesforce is leading the charge with its AI agent ecosystem. With Agentforce now embedded into every Salesforce cloud, and more recently into Slack for every team and workflow as part of their 2.0 release, businesses can scale their operations, improve efficiency, and gain a competitive edge.

Key benefits of Adopting Agentforce Now:

The urgency to adopt AI isn’t just about staying competitive—it’s about preparing for the future. Here’s why now is the right time:

  • AI is no longer experimental – With major advancements in LLMs, reasoning engines and real-world applications, AI agents like Agentforce are now robust enough for enterprise use. Your organisation can benefit from what Salesforce has learnt over many years.

  • The data explosion – Businesses are generating more data than ever, but much of it remains untapped. AI agents unlock insights from both structured and unstructured data, giving organisations a competitive edge.

  • Workforce efficiency & talent shortages – Many industries face staffing shortages. AI doesn’t replace people but enhances efficiency, allowing teams to focus on strategic work while AI handles repetitive tasks.

  • AI workflows are becoming the standard – As Salesforce and other platforms embed Agentic AI into their core products, early adopters will gain a head start in streamlining processes and driving efficiency.

Next Steps: How to Get Started with Agentforce

If your organisation is considering Agentforce, here’s how to get started:

  1. Book a consultation with Adapt IQ – Our team can assess your data readiness, help define a use case, and show you what’s possible.

  2. Build your own agent – Salesforce offers tools to help businesses pilot the technology and see real impact before scaling AI-driven automation.


Agentforce has the potential to revolutionise business operations—but only if implemented strategically and with the right data foundation.

If you're interested in seeing how Agentforce can work for your business, fill in the form below, and one of our team will be in touch to share how to build your first agent!

It's Time To
Take Off!

Lets Talk About Your Next Project...














©2025 AdaptIQ. All rights reserved.

London

22 Southwark Bridge Road
London
SE1 9HF

Kent

The Innovation Centre Medway
Maidstone Road
Chatham
ME5 9FD

Wellington

99B, Westchester Drive
Churton Park
Wellington
New Zealand
6037

Coimbatore

No 281, 3rd floor,
Arima Wakefield,
Avinashi Road,
Peelamedu,
Coimbatore,
Tamil Nadu,
641004

Bangalore

Brigade World Trade Centre (WTC) Annexe,
1st floor, A Block,
26/1, Dr. Rajkumar Road,
Rajaji Nagar,
Bengaluru,
Karnataka-560055

Privacy Policy
DEI Policy
Net Zero

Company Number: 11929510
VAT Number: 323 2650 34

TOP