Artificial intelligence (AI) is transforming customer interactions, but success isn’t just about technology — it’s about the people behind it. Building a team well-versed in Agentforce skills ensures that your AI investments deliver real value.
Here’s how we’re doing it at Salesforce, and how you can too.
Consider Your Use Case
It all starts with understanding your Agentforce use case. What experience do you want your customers to have? What tasks are they trying to accomplish and where are they getting stuck? We think about this a lot. When you know the problems you’re trying to solve for your customers, building that experience becomes much easier.
With Agentforce on Salesforce Help, our goal was to make it easier for customers to find the support they needed. This support could be access to clear and accurate answers or a streamlined process to connect with support engineers. To make that happen, we assembled a dedicated Agentforce team to focus on the customer experience while building on our existing programs and skills.
Level up your AI learning
Explore core AI concepts and see how to build a basic agent for key tasks. Get started now on Trailhead, Salesforce’s free online learning platform.
Our Agentforce team brings together experts from across the organization — customer success, support engineering, development, and more — who don’t usually work side-by-side.
By putting them on the same team, we made it easier to collaborate, share ideas, and find new ways to work better together.
Many teams already had relevant experience, such as building AI capabilities and conversation design. By leveraging their existing skills and expanding their knowledge to include Agentforce, we were able to effectively configure and deploy Agentforce to provide clear answers, improve the customer experience, and make support interactions more efficient.
Design Your Agentforce Team
You don’t need to start from zero. Many companies have already started technology programs with chatbots or generative AI, so you might be building on skills your teams have already been developing. Step back and look at your entire business and the skills you’ll need — from your existing admins and developers to business technology, product management, operations, and more.
Also consider that Agentforce offers both low-code and pro-code options for building AI agents. When evaluating your team’s current expertise, you might find experts across your organization who can handle low-code projects easily, while more complex tasks may require advanced Agentforce skills. Often, administrators or developers can bridge skill gaps by expanding their knowledge.
Here’s a quick rundown of key Agentforce skills, their importance, and how to leverage them for your existing team.
Drive Agentforce Success with AI Certifications
Climb the Agentblazer levels and earn the new Agentforce Specialist Certification.
Product Management is key in keeping the focus on the customer experience, prioritizing features, and aligning with business goals. Depending on your project, this role could be filled by a key business stakeholder or a dedicated product manager.
Developer & System Architecture Skills are essential for ensuring a solid foundation and smooth tech stack integration. The complexity of your setup will determine the skill level needed. This role can be handled by an admin or a dedicated AI engineer.
Data Management plays a big role in the quality of Agentforce outcomes. A solid strategy ensures you have accurate and relevant data. For smaller projects, an admin can manage the data, but larger projects might need a dedicated data engineer.
Knowledge Management keeps your information organized, accessible, and up-to-date. This helps Agentforce find accurate answers quickly, boosting customer service efficiency. Seasoned admins usually have experience in information architecture and content management.
Reports & Dashboard Skills are essential for getting insights into customer interactions and overall performance. Reliable data and tracking, like CSAT scores, help you understand what’s happening and give you confidence at scale. A Salesforce admin, business analyst, or data analyst with strong analytical skills would be great for this role.
API Development can really enhance Agentforce by allowing seamless integration, automating workflows, and improving data exchange. This is typically managed by a backend engineer or a MuleSoft expert.
User Experience Design is all about helping customers easily engage and stay engaged. Creating an intuitive, user-friendly experience makes users more likely to adopt Agentforce into their daily work and stick with it. The perfect fit for this role is someone skilled in UX design and user behavior.
These are the skills we’ve tapped into across our Salesforce team to focus on Agentforce. Your team doesn’t need to have all these skills right away. Just keep in mind the experience you want to create for your customers, and gradually, you’ll bring together the necessary skills to build something amazing.
Level Up Your Team’s Agentforce Skills
To really drive Agentforce home, start by meeting your team where they are. Help them build on their existing experience to enhance their Agentforce skills, and validate their progress with certifications like the Agentforce Specialist Certification, our newest certification for those managing Agentforce within their organization.
Encourage your business users to showcase their understanding of Agentforce concepts and their impact. Keep the momentum going through engaging workshops, demo videos, and clear documentation like FAQs. Set up a feedback loop to improve training and celebrate those who shine.
By focusing on user benefits and continuous learning, you’ll nail the Agentforce rollout and turn your team into Agentblazers.
Now go build your dream team!
