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Salesforce Agentforce: not just a fancy bot

Salesforce Agentforce is a specialized solution designed to enhance sales and service operations by equipping agents with powerful tools, data insights, and AI-driven capabilities. 

With Agentforce, conversational agents can access a unified view of each customer, allowing them to personalize every interaction and resolve issues faster. Agents are not only informative; they are enabled and will act on behalf of your teams within the framework established by the company, ensuring efficient and personalized service delivery.

A creative 3D illustration of a jigsaw puzzle coming together, symbolizing finding the right solution to a complex problem.

Key benefits of Agentforce

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    Increased efficiency

    Improved agent productivity through automation and workflows

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    Personalized service

    Enables agents to quickly access customer data, ensuring each interaction feels tailored

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    Omni-channel support

    Facilitates consistent support across channels, enhancing the customer experience

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    Scalability

    Easily scalable to grow with business needs

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Working with a trusted partner like NTT DATA to enable Agentforce through Data and AI integration is crucial for maximizing its impact. A knowledgeable partner can help tailor Agentforce to the unique needs of a business, seeing that data sources are effectively integrated and that AI models are aligned with specific service goals.

Paul Kersey
Vice President of Technology, NTT DATA  

Agentforce Express from NTT DATA

Agentforce Express offers a fast, flexible path to launching Salesforce Agentforce with packages tailored to your timeline and business needs.  With timeboxed or customized options, this service allows you to choose the right level of customization and capability from a rapid launch to a fully optimized, data-driven solution. 

Express Launch

6-8 weeks

A deployable agent aimed at getting started with predefined use cases including:

  • 1 pre-defined use case 
  • 1 Agent with up to 2 topics 
  • Data Cloud setup with Salesforce Data Only 
  • 1 RAG Agent with Salesforce Data Only 
  • Up to 2 standard actions 

Express Advanced 

8-12 weeks

A deployable agent including everything from the Express Launch
but includes expanded capabilities for MuleSoft and Data Cloud customers:

  • 1-2 MuleSoft integrations to key systems such as ERPs and other legacy sources
  • Extend Data Cloud to include additional customer fields and external data sources

Enhanced topics and detailed custom actions with refined workflows and AI automation

Express Optimization 

12+ weeks

A deployable agent including everything from Express Launch and
Advanced including customized workflows, automation, and full-scale deployment

  • Design and implement custom workflows with AI automation for process efficiency
  • Expanded use cases with advanced topics and custom actions

Advanced MuleSoft and Data Cloud integration with more complex integrations

Our 5-phased approach

Initial consultation where key use cases are evaluated for potential risks, and a mitigation plan is established to address any issues that could impact performance or compliance. Human-in-the-loop (HITL) strategies are identified to make sure that complex or sensitive cases are seamlessly transitioned to appropriate owners. Success criteria are then defined to set measurable targets for readiness, performance, and customer satisfaction.

Assessment

Involves configuring the foundational system settings including permissions and data access. Integrations play a crucial role to connect Agentforce to customer data sources and supporting applications. With Salesforce Data Cloud, customer data is unified and enriched in real-time to anticipate customer needs.

Implementation

Tailor Agentforce to align with specific workflows, communication needs, and organizational goals. Configure related topics and instructions with both standard and custom actions. Setup an experience channel where users can interact with your agents.

Customization

Support UAT and provide knowledge transfer sessions on implemented features to enable teams to leverage Agentforce effectively. Through NTT DATA’s managed service offerings such as administration, support, and enhancements, we make sure that your platform continues to deliver optimal performance and adapts to evolving business needs.

Ongoing Support

Through NTT DATA’s managed service offerings such as administration, support, and enhancements, we make sure that your platform continues to deliver optimal performance and adapts to evolving business needs.

NTT DATA is your Agentpartner

At NTT DATA we are uniquely positioned to support your Agentforce implementation, leveraging our expertise in MuleSoft and Integration, Data Cloud, Agentforce, Automation, and Analytics to deliver a seamless, data-driven, and efficient solutions where better data equals better AI, and better customer experiences.