Salesforce Agentforce
Build, test and supervise Agentforce agents with Agent Script gates, sandbox testing and Observability.
Start: What Agentforce is and where things liveAbout Salesforce Agentforce
Agentforce is Salesforce's platform for AI agents that work on your CRM data. Employees use it to find records, summarize accounts and draft emails from the Agentforce panel. Admins build service, employee and sales agents in Agentforce Builder, test them in Preview and Testing Center, and monitor them with Agentforce Observability. Employee agents act as the person they help, with the same permissions. Agents consume Flex Credits.
Best for: Salesforce users who want help with records and email, and the admins who build and test agents.
Good for
- Summarizing accounts, contacts, leads and opportunities
- Finding records and drafting emails from a plain request
- Gating agent actions with Agent Script so rules hold every time
- Testing many cases at once in Testing Center
Where people slip
- Trusting a summary without checking it against the record's fields
- Testing outside a sandbox. Live Test and Testing Center can change real CRM data
- Writing a hard rule as a prompt instruction when it needs an available when gate
- Assuming data masking covers agent conversations. It's disabled for agents
What is Agentforce in Salesforce?
Agentforce is Salesforce's platform for AI agents. Service agents help customers, employee agents help staff, and sales agents such as the SDR agent nurture leads. Once an admin activates an employee agent, you open it from the Agentforce panel in Salesforce or the mobile app.
Can Agentforce see records I can't?
No. Employee agents are logged in as the person they're helping and follow the same permissions and org security settings. You only see data your role permits.
What's the difference between Simulate and Live Test?
Both are Preview modes in Agentforce Builder. Simulate is risk-free. It doesn't check permissions, run actions or change data. Live Test runs actions and makes real changes in the org, so use it in a sandbox.
Does Agentforce share my data with AI providers?
Salesforce says it has a zero data retention policy with third-party LLM providers such as OpenAI and Azure OpenAI. The Einstein Trust Layer logs actions in Data 360 as an audit trail. Data masking is disabled for agents, so watch which fields an agent can reach.
Checked against Salesforce Agentforce's own docs on 2026-11-06.
Basics
Know what Agentforce is, open it in Salesforce, and ask it about a record and check the answer.
New to Salesforce Agentforce? Start here. Already use it? Skip to the next milestone.
0 of 2 lessons completeBuild agents that follow the rules
Build an agent in Agentforce Builder, gate risky actions in logic, and preview it safely.
0 of 2 lessons completeAgents on real sales work
Set up a lead nurturing agent and use employee agents on your own deals within your permissions.
0 of 2 lessons complete