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Agentforce Specialist Exam Prep - Agentforce and Sales Cloud

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Agentforce and Sales Cloud of 10% of total score in Salesforce Agentforce Specialist Exam. The topic covers Agentforce for sales.

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🤖 Agentforce and Sales Cloud Summary

Goal: Understand the generative AI capabilities in Agentforce for Sales and identify which AI feature or sales agent (SDR / Sales Coach / Default) to use in given business scenarios.

🌟 Overview

Agentforce for Sales integrates generative AI and Einstein features to help sales teams work smarter and faster.
It automates repetitive tasks, enhances customer interactions, and provides intelligent insights and summaries.

🧩 Generative AI Features in Agentforce for Sales

FeatureDescriptionPurpose
Agentforce (Default)AI-powered assistant that helps reps research prospects, summarize records, deliver recommendations, generate close plans, and auto-update CRM data.Boost productivity and decision-making.
Sales EmailsGenerates personalized, editable sales emails for contacts and leads (prospecting, follow-up, proposals).Save time while keeping outreach personalized.
Call SummariesCreates editable summaries of voice/video calls with next steps and customer feedback.Streamline post-call documentation.
Call ExplorerLets reps ask questions about call transcripts (competitor mentions, product discussions, objections).Extract valuable insights from calls.
Einstein CoachAnalyzes sales calls and gives personalized coaching and actionable feedback.Strengthen reps’ communication and pitch skills.
Sales SignalsHighlights trending topics and keywords from conversations.Reveal customer priorities and market focus.
Automatic Contact EnhancementsAdds phone, title, department, and buyer attributes automatically from email interactions.Maintain up-to-date, detailed contact profiles.
Generative Conversation InsightsUses LLM prompts to analyze call transcripts and generate custom insights.Enable deeper call analytics and Q&A.
Sales SummariesSummarizes records (account, contact, lead, opportunity) using the “Summarize Record” standard action.Quick, AI-driven overview of CRM records.
Call InsightsDetects competitor or product mentions automatically; supports up to 100 custom insights and 25 keywords each.Surface specific topics from call data.

⚙️ Other Einstein Features in Sales Cloud

FeatureFunction
Einstein Activity CaptureSyncs emails, events, and contacts between Salesforce and Google/Microsoft accounts.
Einstein Automated ContactsIdentifies and adds new contacts based on email/event activity.
Einstein Lead ScoringScores leads based on their likelihood to convert.
Einstein Opportunity ScoringPredicts the likelihood that an opportunity will close.
Einstein ForecastingProvides AI-driven forecast predictions from pipeline data.

💡 Together, these features optimize workflows, improve forecasting accuracy, and elevate team performance.

🧠 Agentforce Sales Agents

Assistive and autonomous agents built to augment sales productivity at various stages of the sales cycle.

🟢 Agentforce SDR (Sales Development Representative)

Focus: Top of the sales funnel (Lead Nurturing)

  • Engages with leads 24/7 via Email and Messaging
  • Answers questions, handles objections, and schedules meetings
  • Sends personalized intro emails and connects qualified leads with reps
  • Works on standard Lead object only (not Contacts)
  • Starts engagement automatically once a lead is assigned

Use Case: Automate outreach, lead qualification, and initial engagement.

🔵 Agentforce Sales Coach

Focus: Bottom of the sales funnel (Deal Closing)

  • Provides real-time, personalized coaching for sales reps
  • Analyzes sales pitches and communications in opportunities
  • Offers actionable feedback and insights grounded in CRM data
  • Supports interactive role-playing for tough conversations
  • Works on Opportunity Stages: Qualification → Needs Analysis → Proposal/Pricing → Negotiation/Review

Use Case: Improve close rates through AI-driven, contextual feedback.

🟣 Agentforce (Default)

Focus: General Sales Assistance

  • Handles tasks like record summarization, recommendation generation, deal management, and forecasting.
  • Supports natural language commands grounded in Salesforce data.
  • Useful for everyday productivity and CRM interaction.

⚖️ Considerations for Using Agentforce Sales Agents

CategoryDetails
Conversion RateSDR boosts conversion by letting reps focus on qualified leads.
Lead SupportSDR works only with Lead records (not Contacts).
ChannelsSDR can be deployed on Email and Messaging.
Opportunity StagesSales Coach supports late-stage deals (Qualification → Negotiation).

🧭 When to Use Which Agent

ScenarioRecommended Agent
Lead nurturing and initial outreachAgentforce SDR
Coaching reps on ongoing or closing dealsAgentforce Sales Coach
Summarizing records, generating recommendations, or managing dealsAgentforce (Default)

🧩 How They Complement Each Other

  • SDR = Engages & qualifies leads → hands off to Sales Rep
  • Sales Coach = Coaches rep to close the deal successfully
  • Default Agentforce = Supports overall sales workflow with generative AI actions

📈 Flow Charts

1) Agentforce Sales Flow (End to End)

flowchart TD
A[Lead created] --> B[Agentforce SDR engages]
B --> C{Qualified lead}
C -- Yes --> D[Create opportunity]
C -- No --> B
D --> E[Agentforce Default assists]
E --> F[Sales Coach guidance]
F --> G{Deal outcome}
G -- Won --> H[Closed won]
G -- Lost --> I[Closed lost]

2) Choose The Right Agent

flowchart TD
A[Business requirement] --> B{Top funnel lead work}
B -- Yes --> C[Use Agentforce SDR]
B -- No --> D{Deal coaching needed}
D -- Yes --> E[Use Sales Coach]
D -- No --> F[Use Agentforce Default]

3) Call Analysis Features

flowchart TD
A[Call record] --> B[Conversation Insights]
B --> C[Call summaries]
B --> D[Call explorer]
B --> E[Call insights]
C --> F[Next steps and feedback]
D --> G[Answers from transcript]
E --> H[Competitor and product topics]

4) Sales Emails Generation

flowchart TD
A[Rep selects contact or lead] --> B[Generate draft email]
B --> C[Rep reviews and edits]
C --> D[Send email]
D --> E[Engagement metrics]

5) Automatic Contact Enhancements

flowchart TD
A[Email interactions] --> B[Auto extract attributes]
B --> C[Update contact profile]
C --> D[Better buyer mapping]

6) Sales Summaries Action

flowchart TD
A[Select record] --> B[Summarize record action]
B --> C[AI summary generated]
C --> D[Rep edits and shares]

7) Opportunity Coaching Stages

flowchart TD
A[Opportunity in pipeline] --> B{Stage}
B -- Qualification --> C[Sales Coach advice]
B -- Needs analysis --> D[Sales Coach advice]
B -- Proposal or pricing --> E[Sales Coach advice]
B -- Negotiation or review --> F[Sales Coach advice]
C --> G[Improved messaging]
D --> G
E --> G
F --> G

8) Feature Selection Helper

flowchart TD
A[Need summaries or guidance] --> B[Agentforce Default]
A --> C{Email personalization}
C -- Yes --> D[Sales Emails]
A --> E{Call understanding}
E -- Summaries --> F[Call summaries]
E -- Q and A --> G[Call explorer]
E -- Topic alerts --> H[Call insights]
A --> I{Contact data gaps}
I -- Yes --> J[Automatic contact enhancements]

📚 Flashcards

Recent Notes

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