Agentforce FAQ - Salesforce AI Features
Agentforce Frequently Asked Questions
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Use this FAQ to understand what Agentforce is, how it works in Salesforce, and how to get started. Each answer is concise and action-oriented for quick scanning.
What is Agentforce?
Agentforce is an Agentic AI feature inside of Salesforce. It allows "agents" to:
- Write drafts
- Summarize information
- Answer questions
- Perform approved tasks
It only works inside the rules, data and setup of your Salesforce system.
What has Salesforce made available with Agentforce?
Salesforce provides the tools to create AI agents inside your system. These agents can:
- Use natural language
- Understand requests
- Run approved tasks
- Work on a schedule or when asked
However, these agents must be built and configured before they can be used. They are not automatically ready to go.
Is Agentforce already turned on in my system?
No. Agentforce is not automatically enabled. It must be licensed, configured, and built before it can work. Both sandbox and production environments may incur usage costs once enabled.
Are Agentforce agents fully automatic?
They can perform tasks automatically if built that way. However they:
- Follow defined rules
- Use approved data
- Stay within your permission settings
How much they do on their own depends on how they are designed and configured.
Can I turn it on myself and build my own agents?
No. Agentforce requires setup and configuration. Agents must be built to:
- Follow your workflows
- Use approved data
- Perform approved actions
This work must be completed by SS&C before Agentforce can operate correctly.
Does Agentforce cost money?
Yes. Currently, we only support Agents that are built by the SS&C professional services team members and licensed by SS&C for consumption credits. This is to ensure reliable forecasting of usage for budgeting and eliminate mutual risks of nonrefundable, auto-renewing costs.
Agentforce uses credits provided by SS&C as a distribution intermediary from Salesforce. Costs depend on:
- How many users use it
- How often it runs
- How many actions are included in each workflow
- How complex the automation is
Licensing for Agentforce requires consumption-based licensing (credits), which automatically renews once fully consumed. As such, SS&C is only considering Agentforce projects where there's clear value to solve a problem within Salesforce using agentic AI processes AND consumption forecasting is clear and predictable. Agents that perform more steps and are accessed by more users will use more credits. For pricing details, please contact your Elements representative or SS&C representative.
What data does Agentforce have access to?
Publicly available information and data stored at rest in Salesforce.
Can I explore Agentforce without turning it on?
Yes. If you want to learn what Agentforce is, Salesforce provides free resources such as:
Turning it on in your own Salesforce environment (including sandbox) may use credits and create nonrefundable recurring costs.
If I think Agentforce could help my firm, what should I do?
Start with one clear use case. For example:
- "We want automatic meeting summaries."
- "We want help drafting follow-up emails."
- "We want tasks created automatically."
Then contact your Elements representative or SS&C representative. Agentforce solutions must be designed and built before they can be used.
Your request will be reviewed to determine the required setup and estimated cost to build the agent and use it over time.
Can I connect Salesforce to my own ChatGPT, Claude, or other AI subscription?
Connecting external AI tools to Salesforce requires a new Salesforce feature that is currently in beta, once it is released to partners for distribution and vetted by our product team we will make it available to clients. Additional costs may apply.
Does SS&C have access to the Agentic AI platform?
Yes. SS&C WorkHQ. More information can be found here.
