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Agentforce: Harnessing the Agency of AI

  • ITEM SKU
    8520
  • CPE Hours
    6
  • Full Course Price
    $59.50
Exam Questions: 30
Course Level: Basic
Pages: 232 | Content: 206, Supplemental: 26
NASBA Area of Study: Management Services
Not Acceptable for: Enrolled Agents
Version: 8520

This course will explain how companies can create and control their own AI agents and build a virtual workforce utilizing Salesforce’s Agentforce platform. The platform drives AI agents that can solve problems like hallucinations and bias through a framework that gives agents strict roles, data sources, actions, guardrails, and channels to reach customers. The course digs into how to develop prompt guidance, topic creation, and explicit instructions that go far beyond simple chatbots. PLEASE NOTE: Not accepted for Enrolled Agents. All course material provided. No prerequisites. Course level: Basic.

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Course Information

Table of Contents
  • Call My Agent!
  • What Is Agentforce, Anyway?
  • How Does Agentforce Actually Work?
  • What Are Some Useful Things You Can Do with Agents?
  • Do You Need a Platform to Do Agents (and What’s a Platform, Anyway)?
  • Are Agents Really Different from Chatbots and Co-pilots?
  • What Are the Different Parts of Agentforce?
  • What Is the Einstein Trust Layer, and Why Do You Need It?
  • Why Do You Need Data Cloud for Agentforce?
  • What Is RAG, and Why Should I Care?
  • What Is the Atlas Reasoning Engine?
  • How Do You Control an Agent and Give It Orders?
  • How Do You Test an Agent in a Sandbox?
  • What Are Some of the Prebuilt Agentforce Agents?
  • How Do You Build a Custom Agent from Scratch?
  • What Is the Best Way to Come Up with Ideas for Agents?
  • How “Human” Should Your AI Agent Be?
  • How Do You Make Sure AI Is Governed?
  • How Do You Build a Business Case for Agentforce?
  • So What Are We Humans Going to Do Now?
Objectives
  • To recall what percentage of work in most jobs is estimated to be repetitive, routine, and uninspiring
  • To identify how Agentforce agents are different from traditional chatbots
  • To recognize the definition of metadata
  • To recall common use cases for Agentforce
  • To recall the significance of the data cloud within the Salesforce ecosystem
  • To recall the characteristics of traditional chatbots in customer service interactions
  • To recall the reason why Hyperforce was developed
  • To identify differences between secure data retrieval and dynamic grounding
  • To recognize the primary requirement for using Agentforce
  • To recall the characteristics of RAG
  • To recognize how the ReAct method improves the performance of Agentforce
  • To recall the five key components of an AI agent as defined by Agentforce
  • To recall what “headless agents” are
  • To identify the cost per interaction for using an AI agent on the Salesforce platform
  • To recognize the steps required for building an agent from scratch
  • To identify a key feature that makes customer service amenable to the use of agents
  • To recall how AI agents should identify themselves
  • To recall the role of an executive sponsor in data governance
  • To recognize the primary focus of the ROI Calculator launched by Salesforce
  • To recall historical trends regarding technology and jobs

PLEASE NOTE: CPE credit measurement is based on NASBA Registry and QAS guidelines of one credit for every 50 minutes. Credit calculation may vary in different states — check with your State Board of Accountancy. Unless otherwise noted in the specific course description, no advanced preparation is required in order to register or complete any PES CPE course. Use of materials or services provided by Professional Education Services, LP ("PES") are governed by the Terms and Conditions stated on PES' website www.mypescpe.com. PES provides these courses with the understanding that it is not providing any accounting, legal, or other professional advice and assumes no liability whatsoever in connection with its use. PES has used diligent efforts to provide quality information and material to its customers, but does not warrant or guarantee the accuracy, timeliness, completeness, or currency of the information contained herein. Ultimately, the responsibility to comply with applicable legal requirements falls solely upon the individual licensee, not PES. PES encourages you to contact your state Board for the latest information and to confirm or clarify any questions or concerns you have regarding your duties or obligations as a licensed professional.