Salesforce Agentforce
This comprehensive Agentforce program covers Salesforce fundamentals, agent architecture, Agent Builder, topics, actions, Flow, Apex, APIs, Data Cloud, Knowledge, CRM data, service and sales use cases, digital channels, security, deployment, monitoring, hands-on projects, advanced architecture, and career preparation.
Curriculum Areas
- Introduction to Agentforce
- Salesforce Fundamentals
- Agentforce Architecture
- Agent Builder
- Agentforce Topics
- Agentforce Actions
- Salesforce Flow + Agentforce
- Prompt Engineering for Agentforce
- Data Cloud & Agentforce
- Agentforce + Knowledge
- Agentforce + CRM Data
- Agentforce for Service
- Agentforce for Sales
- Agentforce Voice & Digital Channels
- Agentforce + Apex
- Agentforce + APIs
- Agentforce Security & Trust
- Testing & Monitoring
- Agentforce Deployment
- Real-Time Projects / Hands-On Labs
- Advanced Agentforce
- Interview & Career Preparation
Salesforce Agentforce Curriculum
- What is Agentforce?
- Agentic AI vs Generative AI vs Traditional Chatbots
- Salesforce Agentforce architecture
- Agentforce use cases and business scenarios
- Agentforce capabilities and limitations
- Agentforce career opportunities
- Salesforce CRM overview
- Salesforce Data Model
- Objects, Fields & Relationships
- Users, Profiles & Permission Sets
- Salesforce Security Model
- Sales, Service and Experience Cloud basics
- Agentforce components
- Agents, Topics & Actions
- Reasoning and decision-making
- Agent instructions
- Context and grounding
- Agent lifecycle
- Trust and security architecture
- Creating an Agent
- Agent configuration
- Agent Types
- Topics and Subtopics
- Instructions
- Variables and Context
- Agent preview and testing
- Deployment and activation
- Creating custom topics
- Standard topics
- Topic classification
- Topic instructions
- Defining boundaries
- Topic routing
- Multi-topic conversations
- Standard Actions
- Custom Actions
- Flow-based Actions
- Apex Actions
- Prompt Template Actions
- Invocable Actions
- External API Actions
- Action inputs and outputs
- Action permissions
- Salesforce Flow fundamentals
- Screen Flow vs Autolaunched Flow
- Creating Agentforce Actions using Flow
- Passing data between Agent and Flow
- Conditional logic
- Error handling
- Real-world automation scenarios
- Prompt engineering fundamentals
- Writing effective instructions
- System vs user instructions
- Context engineering
- Grounded prompts
- Prompt Templates
- Dynamic prompts
- Variables and merge fields
- Guardrails and responsible AI
- Salesforce Data Cloud fundamentals
- Data ingestion
- Data Streams
- Data Model Objects
- Unified customer profiles
- Data Cloud grounding
- Using enterprise data with Agentforce
- Real-time customer context
- Salesforce Knowledge
- Knowledge articles
- Search and retrieval
- Grounding agents with Knowledge
- FAQ automation
- Customer-support scenarios
- Reducing hallucinations
- Accessing Accounts
- Contacts
- Leads
- Opportunities
- Cases
- Knowledge
- Salesforce records through agents
- Record updates using Agentforce
- Customer Service Agents
- Case creation
- Case status updates
- Case summarization
- Knowledge-based responses
- Customer escalation
- Service automation
- Agent handoff to human agents
- Sales Development Agents
- Lead qualification
- Lead enrichment
- Opportunity assistance
- Follow-up automation
- Sales summaries
- Email generation
- Sales coaching use cases
- Agentforce for digital engagement
- Chat experiences
- Messaging
- Web deployment
- Voice/phone use cases
- Omni-Channel integration
- Human-agent handoff
- Apex fundamentals
- Creating Apex actions
- Invocable Apex
- Calling Salesforce APIs
- Custom business logic
- Exception handling
- Security considerations
- REST API fundamentals
- External system integration
- API-based Agent Actions
- Authentication
- External services
- Integration scenarios
- Real-world enterprise architecture
- Salesforce security model
- Permission Sets
- Data access
- User context
- Authentication & authorization
- Data privacy
- AI guardrails
- Hallucination prevention
- Responsible AI
- Salesforce Einstein Trust Layer concepts
- Agent testing
- Test scenarios
- Conversation testing
- Debugging
- Action failures
- Agent performance
- Monitoring conversations
- Analytics
- Improving agent accuracy
- Development -> Testing -> Production
- Deployment strategies
- Change Sets
- Salesforce DX basics
- Agent configuration migration
- Production activation
- Version management
Project 1 - Customer Support Agent
- Answers customer questions
- Searches Knowledge
- Creates Cases
- Updates Cases
- Escalates complex issues
Project 2 - Sales Agent
- Qualifies leads
- Retrieves CRM information
- Creates follow-up tasks
- Generates sales emails
- Updates Salesforce records
Project 3 - HR Agent
- Answers employee questions
- Searches company policies
- Creates requests
- Escalates HR cases
Project 4 - Data Cloud + Agentforce
- Connect customer data
- Create unified profiles
- Ground Agentforce responses
- Build personalized customer interactions
- Multi-agent architecture
- Agent-to-agent interaction
- Complex workflows
- Advanced grounding
- Custom actions
- External system orchestration
- Enterprise-scale Agentforce
- AI governance
- Agent optimization
- Agentforce interview questions
- Scenario-based questions
- Salesforce Admin + Agentforce questions
- Agentforce Developer questions
- Real-world troubleshooting
- Project explanation
- Resume preparation
- Mock interviews