The Future of Prospecting Starts with Agentforce SDR

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Agentforce is a new AI tool from Salesforce that helps businesses use smart, automated agents (like super-powered chatbots). These agents can understand customer questions, find the right information, and take action on their own—no need for a person to step in every time. It’s easy to set up, works with your existing Salesforce data, and helps save time while giving better customer service.

Agentforce by Salesforce is integrated across all Salesforce apps, including Service, Sales, Marketing, Commerce, and Platform, upgrading the Copilots. The term implies both the platform capabilities and its entities — Agents.

Key Features of Agentforce

Smart AI agents that work on their own—no need for human help every time.

1. Autonomous Agents:Smart AI agents that work on their own—no need for human help every time.
2. Agents use up-to-date information from your Salesforce system to give accurate responses.
3. Low-Code Customization: Easily create or update agents using drag-and-drop tools (no deep coding needed).
4. Atlas Reasoning Engine: A powerful AI brain that helps agents think, plan, and make decisions like a human.
5. Out-of-the-Box Agents: Ready-made agents for tasks like sales, service, marketing, and shopping.
6. Agent Builder: Build or edit agents with simple steps—define tasks, add actions, and test them.
7. Seamless Integration :Works smoothly with Salesforce tools like Flows, Apex, MuleSoft, and third-party systems.
8. Secure and Scalable: Follows your company’s security rules and grows as your business grows.
9. Works with Humans: Agents know when to pass tasks to real employees for the best results.
10. Learning and Adapting: Agents improve over time by learning from past interactions. 
    
    
    Customization and Deployment Tools in Agentforce
    Agent Builder
    • A drag-and-drop, low-code tool.
    • Helps you build your own AI agents or customize existing ones.
    • You can set what the agent should do and test how it behaves—all in one place.
    Model Builder
    • Lets you plug in your own AI models or Large Language Models (LLMs).
    • You can register, test, and activate your custom models inside Salesforce.
    Prompt Builder
    • Helps you design and edit the instructions (prompts) that guide the AI.
    • You can personalize prompts using CRM data or Data Cloud to get smarter, more relevant responses.
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Agentforce Agent :

Agent is a smart AI helper that works like a team member. It can understand tasks and do work using your Salesforce

Types of Agentforce Agents:

Service Agent: Helps customers with support questions, solves issues, and handles service tasks.
‍Sales Development Representative (SDR): Reaches out to leads, answers sales questions, and helps convert prospects into customers.
Sales Coach : Supports sales teams with tips, insights, and real-time help to close more deals.
Merchant Agent : Manages product listings, prices, and orders for online selling.
Buyer Agent :Assists customers in finding, comparing, and buying products.
Personal Shopper : Offers personalized product suggestions based on customer preferences.
Campaign Optimizer : Helps marketing teams plan and run more effective campaigns.
Custom Agents (Built with Agent Builder) : Fully customizable agents created for unique business  needs using low-code tools.

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Agentforce for Sales‍

Agentforce helps sales teams work smarter and faster.
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Agentforce SDR : Grow your sales faster by using an AI agent that works 24/7 to contact new or updated leads. It sends personalized emails, replies to prospects, and connects qualified leads with your sales team automatically.
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Agentforce Sales Coach : Help sales reps close deals better with a personal AI coach inside Sales Cloud. It gives real-time feedback, analyzes sales calls, and trains reps with interactive role-play for challenging conversations.

Agentforce SDR

Agentforce SDR is an autonomous AI agent built right inside Salesforce that helps you scale top-of-funnel outreach, streamline prospect qualification, and generate pipeline 24/7. By handling initial contact, answering questions, and identifying qualified leads, it frees up your sales reps to focus on what they do best — building relationships and closing deals.

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What Is Agentforce SDR?

Agentforce SDR is an intelligent sales assistant built right into Salesforce. It works like a dedicated team member with its own user profile and permissions. This smart AI helps your sales team work faster and smarter by automatically reaching out to new and updated leads, sending personalized emails, answering replies, and passing the best leads to your sales reps. This way, your sales team can focus on closing deals while Agentforce SDR handles the early work of contacting and qualifying prospects. Here’s how it empowers your sales process:

Feature

🎯 Personalized Emails : Sends tailored emails using your Salesforce lead data.

🔁 Smart Follow-ups : Reminds leads to reply, following your set rules.

❓ Instant Q&A : Quickly answers common questions using trusted company info.

📤 Meeting Booking : Shares the rep’s calendar and schedules meetings with leads.

📩 Handles Replies : Manages off-topic replies and lets people unsubscribe if they want.

📑 Easy Handoff: Sends a summary to sales reps before the meeting for a smooth transition.

This intelligent agent acts as a Salesforce user and engages prospects based on the rules and messaging you define.

Where Agentforce SDR Works :

Agentforce SDR seamlessly engages with these Salesforce records:

• Lead
• Contact
• Person Account

It uses data from these records to personalize outreach, follow up, answer questions, and automatically book meetings. You can assign leads, contacts, or person accounts to the agent automatically with rules, via automated actions, or manually with a button. The original owner stays the same, while the agent manages the outreach through a special email cadence.

Agent Actions :

Agent Actions are tasks the AI can perform automatically — just like an assistant helping the SDR.

Examples:

• Sending follow-up emails
• Assigning leads to the right Account Executive
• Scheduling meetings through Calendly
• Logging calls and activities in your CRM
  
  Benefit: Agent Actions help SDRs spend less time on admin and more time talking to qualified leads.
  

Prompt Templates

• Prompt Templates are ready-made message formats that the AI customizes for each lead by filling in specific details like their name, company, or job title.

Examples:

• Hi {{first_name}}, I noticed you’re expanding your team at {{company}}. We help companies like yours with hiring challenges. Would you be open to a quick call?

The AI might turn that into:

“Hi Aditi, I noticed you’re expanding your team at MedCare. We help companies like yours with team onboarding. Would you be open to a quick call?”

Benefit: Prompt Templates help SDRs send personalized messages to hundreds of leads — quickly and efficiently.
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SDR Agentforce: Topics, Actions & Prompt Templates

Agentforce SDR helps Sales Development Reps (SDRs) create fast, personalized emails using AI. It includes predefined topics, actions, and prompt templates to streamline sales outreach and replies.
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Scenario: A prospect responds positively to your outreach and asks to set up a meeting.
‍Agentforce SDR in Action: When you select the "Schedule Email" action under "Respond to Prospect", Agentforce auto-generates a meeting scheduling email.

Set Up Agentforce SDR (In 4 Quick Steps)
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1. Enable Key Features – Activate Agentforce SDR and its 7 required supporting tools.
2. Create an SDR Agent User – Set up a dedicated user with Einstein Agent license, email, and permissions.
3. Grant Access to Your Team – Allow reps and managers to assign leads and configure the agent.
4. Configure & Activate – Use the Agent Builder to train your agent and go live.
5. Connect Einstein Activity Capture – Make sure each user links their email to view and manage SDR emails in the Activity Timeline.
   Permissions Needed: SDR Agent Config, Cadence Creator, and Automated Actions User
   Note : you can set it up using this link:  https://help.salesforce.com/s/articleView?id=sales.einstein_sdr_setup.htm&type=5  

How Agentforce SDR Automates Meeting Scheduling

Agentforce SDR automatically sends personalized calendar links to leads, allowing them to book meetings at their convenience. Once a meeting is scheduled, the SDR agent instantly notifies the assigned sales rep with all the meeting details—saving time and simplifying coordination.

Agentforce SDR Communication Channels

Email Channel

• Send Email: The agent reaches out with a clear call to action, like booking a meeting, and transparently states it’s acting on behalf of your sales team.
• Nudge Customers: Sends follow-ups on a schedule you define to encourage replies.
• Answer Questions: Provides answers within allowed topics and steers conversations toward scheduling meetings.
• Handle Objections: Recognizes objections, like competitor comparisons, and responds with alternatives, keeping focus on booking a meeting.
• Book Meetings: Shares seller availability, books meetings, and sends invites to both parties.
• Hand-off to Seller: Sends a summary of the conversation and a proposed agenda to the sales rep for a seamless transition.

WhatsApp Channel

• Multi-language Support: Set up once, Agentforce SDR can engage in multiple languages.
• Initial Outreach: Sends messages directly to prospects via WhatsApp.
• Natural Language Understanding: Recognizes opt-out requests like “stop” or “don’t message me anymore.”
• Answer Questions & Hand-off: Handles questions or passes them to the sales rep just like the email channel.