The CRM software provider has also extended Agentforce and its functionality to employee use cases, where it will provide guidance, execute workflows, and surface knowledge to any employee by providing contextual and personalized experiences across Salesforce Lightning Experience, Salesforce Mobile, and Slack.
Increased scope of Agentforce
Amalgam Insights’ chief analyst Hyoun Park said the employee use cases capability is Salesforce’s efforts to increase the scope and reach of Agentforce and turn it into the “default experience” inside Salesforce.
Agent Surfaces is similarly designed to bolster Agentforce’s prowess by enabling admins and developers to create better agent experiences for users by making agents respond with visuals and media based on the context and the channel where they are deployed.
Designing better agent experiences, according to Salesforce, becomes possible as Agentforce now has multimodal support, which means users can provide audio, video, and images as additional context along with text to generate more accurate responses.
