Agentforce: Getting Started

Agentforce Getting Started

Forward looking statements This presentation contains forward-looking statements about, among other things, trend analyses and statements regarding future events, anticipated growth and industry prospects, and our strategies, expectation or plans regarding product releases and enhancements. The achievement or success of the matters covered by such forward-looking statements involves risks, uncertainties and assumptions. If any such risks or uncertainties materialize or if any of the assumptions prove incorrect, results or outcomes could diûer materially from those expressed or implied by these forward-looking statements. The risks and uncertainties referred to above include those factors discussed in Salesforce's reports ûled from time to time with the Securities and Exchange Commission, including, but not limited to: our ability to meet the expectations of our customers; uncertainties regarding Al technologies and its integration into our product oûerings; the eûect of evolving domestic and foreign government regulations; regulatory developments and regulatory investigations involving us or aûecting our industry; our ability to successfully introduce new services and product features, including related to AI and Agentforce; our ability to execute our business plans; the pace of change and innovation in enterprise cloud computing services; and our ability to maintain and enhance our brands. Last updated: September 10, 2024

Agenda Introductions Introducing Agentforce Agentforce Agents Pre-release Prep Additional Resources Q&A

Introducing Introducing Humans with Agents drive customer success together Integrated Easy to deploy Customizable Trusted & scalable Open ecosystem

What is Agentforce? AND A Set of Tools A Suite of Agents Autonomous Assistive Agent Builder Agentforce Reasoning Engine Agentforce Agentforce Service Agent The way you create and formerly Copilot The way Agentforce takes action customize agents Agentforce Sales Development Agentforce Sales Coach Rep Retrieval Augmented Retrieval Augmented Topics, Actions Topics, Actions Generation (RAG), Advanced Generation (RAG), Advanced (Prompts, Flows, Apex) (Prompts, Flows, Apex) Planner Planner Agentforce Personal Shopper Agentforce Campaign Optimizer

Agentforce Build and customize autonomous agents to scale your workforce Deploy agents fast with templates Spin up pre-built, autonomous agents to execute specialized tasks for sales, service, marketing, commerce, and more Conûgure agents with low code tools Use clicks and natural language instructions to design agents that understand your brand, operations, and company knowledge Proactively help every customer and employee Operate 24/7, providing instant, accurate, and helpful conversational AI experiences to your customers and employees GA | October 824 Agent Builder Sales Development Representative GA | December 824 Sales Coach GA | December 824 Service Agent GA | October 824

New Make your own agents with Agent Builder Prompts grounded in enterprise data Flow automations for every process MuleSoft to connect any system Apex & JavaScript to code custom actions Activate your ûrst Agent in minutes

WhWhaat knot capabilities do thewledgWherWhae can thet job e do y acy hacvesse should thethey worky do The 5 attributes of an Agent Guardrails Role Data Actions Channel What job What What Where do What shouldn9t should they do knowledge can capabilities do they work they do they access they have Trust

The Fundamental Building Blocks of Agents Deûne jobs to be Give each Create and done with topic speciûc assign intelligent Topics Instructions Actions 1. Always oûer to look up order status using Order Management Lookup Order Status either order number or email. 2. Always lookup return status before Repairs Generate Return Label getting a return label. 3. As a ûrst step before processing a return, educate the customer on process using Answer Questions with Knowledge knowledge articles. The Agent runs in a speciûed Action Instructions: Describe the task Topic Classiûcation Description: Deûne Channel your action does and when to use it in a when to use your topic in a conversation, conversation. based on your user9s intent. Agents have a deûned location where they Action Input & Output Instructions: Topic Scope: Deûne what it9s able to do do their job, such as a customer support Describe how to format and use the within your topic. website. input & output. Atlas Reasoning Engine The output from the action is checked by the planner to make sure the response has addressed the original task

How the Einstein Trust Layer works Customer, company, and outcome data Models Managed models Dynamic in Salesforce Prompt Data Secure data Prompt trust boundary grounding, defense masking retrieval RAG Zero data CRM retention Agents Bring Your Own apps Models, on Your Audit trail & Data Toxicity Infrastructure Response Reasoning Engine feedback demasking detection LLM tlas gateway A External models with shared Einstein Trust Layer trust boundary Responsible AI review

Agentforce Agents Pre-Built Salesforce Agents

GA Oct824 Introducing Agentforce Service Agent Your trusted autonomous agent for every service experience Engage customers autonomously across channels 24/7 with natural responses Resolve cases swiftly and accurately by grounding every answer in trusted data Set up in minutes with pre-built templates and customize fast with low-code Deûne clear security guardrails and GA | Oct 824 seamlessly escalate to human reps

GA Dec 824 Introducing SCOM for Sales Scale your sales team to accelerate sales growth Agentforce SDR Agentforce Sales Coach Maximize pipeline by nurturing Give every rep a dedicated coach inbound leads 24/7 to make them your best

GA Dec 824 SCOM SDR Engage with prospects to nurture pipeline 24/7 Automate pipeline 24/7 Answer product questions, handle objections, and book meetings for reps autonomously Accurate, personalized responses Handle objections and answer questions accurately by grounding responses in your business data Built-in guardrails Decide how often, what channels, and when the agent will engage and brief sellers for a seamless handoû 30% Multichannel and multilingual of top of the funnel activities Meet leads where they are via SMS, Whatsapp, and in automated* their preferred language

Sales Coach Give every rep a dedicated coach to make them your best rep Scale coaching Practice pitching, handling objections, and negotiation with realistic role-plays tailored to each deal to Personalized, objective feedback Consistent feedback on strengths, areas for improvement, and actionable steps to advance deals grounded in CRM data Connect coaching to sales results Easily asses ROI by analyzing win/loss rates of deals with and without coaching

GA TBC Agentforce Merchant Agent Create promotions using conversational interface in natural language. Create Promotions Create Promotions using natural language in a conversational interface with a standard, out of the box co-pilot action. Conversational Insights and Analytics Use Copilot to ask questions of your data and get recommendations to improve speciûc KPIs, driven directly from your store9s data. Guided, Intelligent Merchandising Enable guided merchandising with Goals & Insights based commerce and make every user a power user who is empowered to deliver results.

GA Feb 825 Agentforce SCOM Buyer Agent Elevated B2B buying experience Product Search Assistant Use plain language prompts to easily search for products, and get personalized responses on any digital channel. Conversational Reorder Request a reorder directly in WhatsApp, Apple Business Chat or MIAW Where is My Order (WISMO) Engage with Service and Order Management to track order status

GA Feb 825 Agentforce B2C Personal Shopper Agent Autonomously assist shoppers in a new way Autonomous Product Recommendations Power personal shopping directly connected to messaging apps - similar to interactions with an in-store sales associate Add Recommendations to Cart Provide shoppers the ability to add recommendations to cart & convert in channel. Where is My Order (WISMO) Engage with Service and Order Management to track order status

Short Demo

Agentforce Pre-release Prep What you can do now to prepare

It9s important to understand that Agentforce is an evolution of what is in market today. Agentforce is an evolution of Einstein Understanding Prompt Builder, Agent Builder (aka Copilot Builder), Data Cloud & AI & Copilot Vector DB before the oûcial release of Agentforce is essential. You can learn these Salesforce products and features today! You don9t need to wait for the oûcial release.

\ http://sfdc.co/prereleaseAFjourney Agentforce Learning Journey 5 4 Agentforce Demos What is it? Agentforce 1 3 Overview 6 How Does It Work? Webinar Recording Retrieval Einstein AI Build 1st Augmented Create Custom (in-market) 2 Agents Agent Generation Trailhead Trailhead Trailhead Copilot Vs. AI Specialist Agentforce RAG Demo Certiûcation Prep Session RAG Retrievers Foundational New

AI + Data + CRM - Deep Dive Hands-on w/ AI + Data + CRM Data Cloud Step-by-step, hands-on learning ï Enrich CRM w/ Data Cloud experience with the current, in-market ï Enrich Copilot w/ Data Cloud Einstein Copilot. Prompt Builder ï Einstein Sales Email ï Field Generation Einstein Copilot ï Custom Actions ï Flow Integration

Global Partner Enablement Plan EMEA Virtual AI Events AMER Events In-Person GTM Readiness NYC Nov 19 Upskill GTM Oct 23 Registration Coming Soon! AI Specialist Oct 15 | Nov 5 | Nov 26 EMEA Workshop In-Person Workshops | Amsterdam ^London Germany and Paris REGISTRATION EMEA Events In-Person AMER Workshop In-Person GTM Readiness | London Oct 7; Workshops | Dallas, Chicago, APAC & India In-Person GTM Readiness | Sydney Paris Nov 6 | Amsterdam Nov 11 NYC, Atlanta, Austin GTM Readiness | Sydney Oct 14 Registration Coming Soon! REGISTRATION Workshops | Sydney, Melbourne, New Zealand, Singapore, Malaysia, Bangalore, Delhi, Mumbai, Manilla REGISTRATION AMER / LATAM Virtual Events Upskill GTM Oct 17 APAC & India Virtual Events AI Specialist Oct 1 | Oct 22 | Nov 12 Upskill GTM APAC Nov 7 | India Nov 8 AI Specialist Oct 8 | Oct 29 | Nov 19 Implementation Readiness World Tour - Hands-on Workshops NOV 6-7 DALLAS DEC 3-5 LONDON NOV 11 MUMBAI DEC 3&5 SINGAPORE LATAM & Brazil In-Person Events NOV 13-14 SAO PAULO DEC 3-6 WASH D.C. NOV 13 CHICAGO DEC 6 MALAYSIA GTM Readiness | São Paulo Nov 11 Registration NOV 13-14 AMSTERDAM DEC 16 DELHI Coming Soon! NOV 13-14 MELBOURNE DEC 17-18 GERMANY LATAM Workshops NOV 13 BANGALORE DEC 17-18 PARIS NOV 18 NYC JAN 14-16 AUSTIN Workshops | São Paulo Nov 13-14 NOV 18-19 SYDNEY JAN 20-21 MANILLA REGISTRATION NOV 27 N.ZEALAND

Service Agent for Retail GLOBAL Activate Partner Readiness Certiûcation Prep Fuel your expertise with Agentforce virtual and in-person LATAM programs4certiûcation readiness, interactive workshops, and EMEA go-to-market strategies, tailored exclusively for Salesforce partners. APAC INDIA Find an event near you. Register Today! AMER/LATAM EMEA APAC INDIA

Additional Resources Support for Partners

Agentforce Partner Guidebook Humans with Agents drive Customer Success 4 5 3 6 1 2 Create Sell Get AI Get to Know Deepen Your Deploy & Certiûed Demand Agentforce Agentforce Expertise Expand Access to the content on Partner Community, Partner Learning Camp (PLC) and Trailhead is available to all registered partners and Salesforce employees. Access instructions

Agentforce - Partner Pocket Guides Partner enablement resources sfdc.co/AIPocketGuide & sfdc.co/AISDOPocketGuide

AI Partner Connect Bi-Weekly on Tuesdays - 7am PT | 10am ET | 3pm GMT Registration Information: sfdc.co/AIConnect Claudio Moraes Partner Success Director - Alliances

Agentforce + Cert Prep http://sfdc.co/aipartnercertprep Description: 1 week cohort covering Agentforce overview, how it works, implementation best practices + certiûcation prep for the AI Specialist. When: Weekly, October - November Time Commitment: 3.5 hours Persona: Practitioners, Implementation Teams, Architects

Partner Collaboration & Support Engage and ask questions: sfdc.co/AIPartnerGroup

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