In this Salesforce Agentforce course, learn how to create grounded prompts in Prompt Builder, custom agent actions with Agent Builder, and hyperparameters for foundational models in Model Builder. The curriculum is designed by experts working in the industry and covers everything from the basics of AI in Salesforce to developing AI agents. It is tailored to help you customize, build, deploy, and manage AI agents using the various tools of Agentforce. Explore Sales AI and Customer Service AI features, including Sales Summaries, Sales Emails, Service Replies, and Work Summaries. Implement Einstein Trust Layer and use audit trails in order to safely deliver efficient, business-specific AI solutions that expand platform capabilities.

Course Objectives:

In this course, you will learn to:

• Explain key Agentforce features and capabilities.
• Identify Sales AI and Customer Service AI features.
• Explain the relationship between agent topics, actions, and instructions.
• Use Agent Builder to create custom agent actions.
• Create grounded prompts in Prompt Builder.
• Configure hyperparameters for foundational models with Model Builder.
• Navigate the Salesforce AI Use Case Library.
• Understand service use cases for Agentforce.
• Understand sales use cases for Agentforce.

Course content

Agentforce Overview

• Introduction to Agentforce
• What is Agentforce and how it relates to Service Cloud
• Overview of AI-driven service agents in Salesforce
• Understanding Agent Workspace and typical use cases
• Benefits for service teams and support organizations
• Positioning Agentforce within the broader Salesforce AI ecosystem

Setting Up Agentforce

• Enabling Agentforce features in Salesforce
• Configuring Agent Workspace layouts and components
• Setting up Omni-Channel routing for intelligent case and chat distribution
• Integrating Knowledge Base for agent guidance and deflection
• Automating case creation, escalation, and resolution through Agentforce

Agent Studio and Builder

• Exploring Agent Studio, Agent Builder and Agents
• Building Blocks of Agents: Topics, Instructions, and Actions
• Atlas Reasoning Engine

How Agents Work

• Planning and Execution Phase
• Architecture of Trusted AI + Data

Einstein Trust Layer

• Overview of Einstein Trust Layer
• Exploring Features of Trust Layer
• Practice with Einstein Trust Layer

Custom Agent Actions

• Exploring Custom Agent Actions
• Creating Custom Action using Apex Class
• Debugging and Fixing Common Issues
• Creating Custom Action using Flow
• Creating custom Action using Model Builder
• Using Prompt Templates as Custom Agent Actions

Deploying Agents

• Deploying Service Agents to Website for Customer Query Resolution
• Deploying Agents to Community Site

Advanced Custom Actions

• Data Triggered Agents on Record Changes
• Invoking Agents from Record-Triggered Flow

Agentforce Data Library

• Setup of Data Cloud: RAG, DLO, DMO, Retrievers
• Data Cloud Permissions
• Creating Agent to Access RAG Data

AI Agent Management

• AI Agent Version Control
• Notes and Considerations for Actions

Flow Integration

• Best Practices for Custom Actions
• Creating Custom Actions using Flow
• Building Complex Flow-based Actions

Salesforce Agent Features

• Pre-built Salesforce Agents
• Event Logging and Auditing in Agent Builder

Prompt Templates and Builder

• Introduction to Prompt Templates
• Building Prompt Templates with Apex Integration
• Invoking Flows from Templates and Vice Versa
• Creating Complex Prompt Templates using Flex Types

Model Builder & Custom LLMs

• Introduction to Model Builder
• Configuring OOB and Custom LLM Models
• Bringing External Models (BYOM) to Data Cloud

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