Is your business ready for the future of AI-driven digital labor? With Agentforce 2.0, Salesforce is bringing powerful new capabilities that will reshape the way you work, engage with customers, and scale operations. Keep reading to know more about all updates and how this revolutionary it can propel your business forward!
We all just figured out what Agentforce is and there’s already a new update i.e. Agentforce 2.0. A lot of people such as you must have been wondering ‘What is Agentforce 2.0’ ‘What’s new in Agenforce 2.0?’ ‘Why does this new update matter for my business?’ ‘When will it be released?’ ‘What’s next after Agentforce 2.0?’
Well, say goodbye to all these questions. Today, our Agentforce Implementation partners are here at Cymetrix are here to help you get rid of all these queries, and give some more value, just for you!
So, let’s dive in and see everything that Agentforce 2.0 has to offer!
What is Agentforce 2.0?
Agentforce 2.0 is being used as a term to refer to the new set of releases that introduce new workflow integrations, new pre-built skills, the ability to deploy Agentforce in Slack, and upgrades in Atlas reasoning engine.
Here’s what Marc Benioff, CEO and Chair of Salesforce says about Agentforce 2.0:
“Agentforce 2.0 cements our position as the leader in digital labor solutions, allowing any company to build a limitless workforce that can truly transform their business.”
What’s new in Agentforce 2.0?
According to Salesforce, Agentforce 2.0 overcomes the time and integration challenges that was making it difficult for the users to build and deploy custom AI agents to support their business needs. In addition to the upgraded Atlas reasoning engine, and Agentforce in Slack, a new library of pre-configured skills — tasks ready to work across CRM, Slack, Tableau, and even partner-developed actions on the AppExchange has also been unveiled by Salesforce.
Moreover, this update takes Agentforce's capabilities to an entirely new level, allowing seamless integration into any workflow or system using MuleSoft. The enhanced Agent Builder interprets natural language commands, like “Onboard New Product Managers,” to quickly create agents that blend pre-existing skills with custom logic in Salesforce, delivering unmatched speed and adaptability.
Elevating CRM Experiences with AI-Driven Skills
Agentforce 2.0 equips sales teams with new skills such as Sales Development and Sales Coaching that let your AI agents nurture leads, follow your sales engagement rules, and provide real-time feedback on prospect calls. These capabilities empower sales reps to excel at scale. Additionally, new agent skills for marketing campaigns, commerce merchant, service engagements, and new skills for field services employees. It aims to provide businesses with all the support they could need within their CRM.
Seamless Multi-System Integration with MuleSoft
The new update in Agentforce redefines how businesses get work done. Leveraging MuleSoft for Flow, users can now design low-code workflows that connect multiple systems using pre-built connectors to quickly deploy multi-system workflows. The new MuleSoft API Catalog offers a unified view of APIs across platforms like Salesforce, MuleSoft, and Heroku, making API management and reuse effortless. Your and your team can now also embed Agentforce metadata directly into APIs, automatically converting them into actionable agent-first skills — a game-changer for API-driven automation.
Analytics at Your Fingertips with Tableau
You can now unlock deeper insights with new Tableau Topics and Actions. These advanced analytics tools transform agent interactions into actionable data visualizations and predictions, providing accurate, context-aware answers with Tableau Semantics. Hence, organizations can now democratize access to data and enable new conversational analytics use cases, ensuring decision-making is data-driven at every level.
Transforming Slack with New Skills
Salesforce has revealed new and advanced Slack capabilities. New Slack Actions in Agent Builder allow your AI agents to send direct messages summarizing project updates or update Slack Canvases based on customer requests. This integration will make collaboration more intuitive and efficient.
Expanding Functionality Through AppExchange
Salesforce has now introduced the first-ever enterprise ecosystem of agent skill, specifically to for Agentforce. Hence, it will now enabe customers to extend their Agentforce with custom Topics and Actions ranging from new agent types such as the Service Agent with Workday, to new, partner-built actions from Asymbl, Docusign, and Neuron 7.
Smarter Agent Creation
Now, you can say goodbye to manual configuration and start making agents within a matter of seconds. The improved Agent Builder now uses Agentforce to build new agents by autogenerating new topics and instructions. By pulling from the library of available skills and actions, Agentforce empowers teams to create and deploy new digital labor solutions in seconds, accelerating time-to-value and boosting operational efficiency.
Upgraded Atlas Reasoning Engine
Last, but definitely not least, Salesforce has unveiled several surprises for us, but an ‘upgraded Atlas Reasoning Engine’ might be the one to have the most impact.
With the new and upgraded Atlas Reasoning Engine, you will be able to manage a wider variety of interactions, along with multiple layers that require deeper thought.
Here’s an example that Salesforce uses to explain it in more detail:
For example, a question that is straightforward, such as “What is the status of my portfolio?” will employ basic reasoning for rapid responses. A deeper question, such as “What would be the right investment vehicle for my child’s college fund based on my current income and risk preferences?” would use enhanced reasoning with advanced data retrievers — improving the answer by refining the query before pulling both relevant data and context-specific metadata in Data Cloud.
Furthermore, Atlas Reasoning Engine now employs an ‘agentic loop’ (a process where it reviews its own response and loops through different tools and sources) to provide trusted, well-though out responses or actions to complex requests, and do so without writing custom code.
Why does this matter for my business?
Nowadays, staying ahead means doing more with less—less time, fewer resources, and reduced complexity. Agentforce 2.0 is designed to address the pain points modern businesses face: fragmented workflows, limited scalability, and the challenge of delivering personalized experiences across every touchpoint.
With Agentforce 2.0, your business can possibly experience these benefits:
- Faster Time-to-Value: Traditional agent development is slow and resource-intensive. With Agentforce 2.0’s pre-built skills and enhanced Agent Builder, you can deploy digital agents tailored to your workflows in minutes, not months. This means you can focus on driving results rather than building infrastructure.
- Seamless Integration Across Systems: Juggling multiple systems and platforms often slows down operations. Agentforce 2.0’s MuleSoft-powered integrations break down these silos, enabling agents to work effortlessly across CRM, Slack, Tableau, and even custom APIs. Whether it's automating sales tasks or generating real-time project updates, your agents can do it all without disruptions.
- Cost-Effective Workforce Expansion: Hiring and training human resources for every new process is costly and time-consuming. Agentforce 2.0 allows you to expand your digital workforce instantly, reducing overhead while maintaining efficiency and quality.
- Scalable AI Support: As your business grows, so do your needs. Agentforce 2.0’s library of partner skills and flexible customization options ensures your agents can scale alongside you, handling increasingly complex tasks and delivering value at every step.
- Gain Smarter Insights: Poor decision-making often stems from fragmented data. With the upgraded Atlas Reasoning Engine and Tableau integrations, your digital agents not only retrieve data but also contextualize it, delivering intelligent insights that empower teams to act with confidence.
- Stay Future-Ready: With the flexibility to integrate into any system and adapt to new workflows, Agentforce ensures your business remains agile in a rapidly evolving market.
When will Agentforce 2.0 updates be released?
You will generally be able to access full updates of Agentforce 2.0 in February 2025. However, some specific features will be made available starting from 18th December 2024. Here’s a detailed list of the releases:
- Skills for Tableau will be generally available from December 18, 2024
- Agentforce in Slack and other Slack functions will be accessible in January 2025
- Natural language creation of agents in Agent Builder will be released in January 2025
- MuleSoft for Flow, MuleSoft API Catalog, and Topic Center will be made available in February 2025
- Enhanced reasoning in Atlas Reasoning Engine and RAG will be accessible in February 2025
What’s next after Agentforce 2.0?
The journey doesn’t stop with Agentforce 2.0. As a Salesforce partner, we know that with Salesforce innovation is constant, and we’re already envisioning the next wave of advancements that will redefine AI agents for businesses like yours. Here’s a glimpse into what we might see next:
- Support for Multi-Intent Conversations: You would already know that customer interactions are rarely straightforward. Customers often combine multiple requests in a single query, such as “Give me an update on my order and find me a grey pants in size M” in the near future Agenforce will likely be able to replicate human-like conversational abilities, leveraging advanced natural language comprehension and context processing to handle multi-intent queries seamlessly.
- Multimodal Interactions: While text remains dominant in digital communication, voice and vision are emerging as game-changers. Imagine replacing outdated IVR systems with generative AI-powered voice support or enabling product searches and troubleshooting through vision-based AI. By integrating multimodal capabilities, Agentforce will offer richer, more natural interactions across industries, from customer service to field operations.
- Multi-Agent Collaboration: The future of enterprise workflows lies in multi-agent systems. Digital agents collaborating with one another can handle complex workflows exponentially faster than traditional processes. By automating repetitive tasks and streamlining handoffs, these systems will empower your teams to focus on higher-value activities, driving efficiency and productivity to new heights.
- Enhanced Industry-Specific Use Cases: Agentforce will continue to evolve with industry-specific capabilities tailored to sectors like manufacturing, healthcare, retail, and more. For instance, healthcare agents might automate insurance claims processing, while retail-focused agents could drive enhanced inventory management and personalized loyalty programs. This level of customization will allow businesses to address their unique needs with a more specialized approach.
Agentforce 2.0 is more than just an upgrade – it’s a transformative force that will redefine how businesses operate, scale, and engage with customers. By incorporating an upgraded Atlas reasoning engine, multi-system integration with MuleSoft, and new skills in Tableau, Agentforce is poised to elevate your business operations to new heights.
At Cymetrix, we understand that adopting cutting-edge technologies like Agentforce requires strategic preparation. That’s why we offer comprehensive readiness assessments to ensure your business is fully equipped to leverage Agentforce’s full potential. Let us guide you through the next steps in transforming your business.
Contact Cymetrix today to schedule a consultation, and start your journey toward a smarter, more efficient business!
