How collaborative should marketing, sales, and customer service functions be for a company to succeed?

Well, according to Business.com, as harmonious as peanut butter and jelly!

Because even a 5% improvement in your outreach and support processes can lead to a 25 to 95% increase in your business profits!

However, achieving the perfect harmony between your client-managing teams is easier said than done.

Which is why Salesforce has introduced Agentforce AI — a complete, extensible, open AI agent platform that can help automate outreach strategies, monitor customer interactions, and ensure real-time, intuitive post-sales customer support.

In this blog, we will explore how Agentforce AI is transforming the way businesses manage outreach and services and is revolutionising engagement with leads and customers. Whether you’re in marketing, sales, customer services, or operations, understanding this shift can help you stay ahead.

What is Salesforce Agentforce AI?

Salesforce Agentforce AI is a suite of AI-powered digital agents designed to automate and enhance core marketing, sales, and service-related tasks. It is the agent-driven layer of the Salesforce Platform and helps you deploy AI agents that work side-by-side with your employees to extend your workforce and serve customers 24/7. Agentforce AI includes a set of tools to create and customise AI agents for use cases across sales, service, marketing, commerce, and more.

Agentforce AI includes specialised agents like:

• Agentforce for Sales that helps streamline and automate sales processes, outreach, lead qualification, and follow-up. It includes an SDR agent that qualifies leads and schedules meetings.
• Agentforce for Service that can operate 24/7 to help you handle routine customer inquiries autonomously, reduce response times, and ensure context and continuity are maintained in service interactions.
• Agentforce for Commerce that manages order support and tracking, post-purchase customer engagement, inventory coordination, and customer loyalty programs.
• Agentforce for Marketing that helps with personalised campaign execution and real-time customer engagement across various channels. It uses real-time data from Salesforce Customer 360 to tailor product recommendations, automate email A/B testing, and ensure seamless coordination with sales, services, and commerce.

Why is the traditional way of handling outreach and services falling short?

Despite the pressures businesses today face to respond faster and personalise more effectively, many companies still rely on outdated, manual approaches to sales outreach and customer service — methods that may have once been acceptable but are now becoming barriers to growth and customer satisfaction.

1. Poor personalisation

Sales, marketing, and service teams often rely on mass email campaigns, templated responses, and static customer segments, with little to no regard for each customer’s individual needs or behaviours. However, today’s customers expect personal and relevant interactions—not just during sales outreach but also during support conversations. They want businesses to understand their history, anticipate their needs, and speak directly to their situation. Traditional methods, unfortunately, are unable to do this at scale.

2. Slow responses

Although most sales teams utilise CRM systems to track and respond to prospects, it becomes a challenge to remember previous conversations, especially when a sales rep has been out of office for a couple of days. The same issue plagues customer support agents who usually need to comb through long case histories before resolving issues. In this era of instant messaging, customers expect quick (and sometimes immediate) responses and real-time service. Every delay may risk your business losing a lead, frustrating a client, or escalating a simple issue into a bigger one.

3. Disconnected teams

More often than not, sales, marketing, and customer support teams operate in siloes, each using their own systems and workflows. This leaves customer data scattered, with no unified view. Such siloed ways of operations not only confuse and alienate customers but also waste opportunities for meaningful engagement or upselling.

4. Underutilised data

Even with all the technology available today, many business decisions are often based on static reports, previous year performances, or simply gut instinct. Companies sit on mountains of data but rarely take the time to analyse it accurately, use it proactively, or try to extract meaningful insights. And when it comes to operations, service agents are unaware of a customer’s full history, while sales teams miss behavioural signals that indicate buying intent.

5. Reactive service

In the traditional way of handling outreach and services, marketing, sales, and customer support teams waited for the customer to initiate contact—whether it was to lodge a complaint, ask a product-related question, or make a demo request. Service quality varied depending on who handled the case, how well they were trained, or how up-to-date their tools were (which meant some customers had great experiences; some didn’t).

How is Salesforce Agentforce AI transforming the way companies manage outreach and services?

Today’s best-performing businesses are proactive. Which means that they detect issues before they escalate, suggest next steps before the customer asks, and offer help based on predictive signals.

However, without AI-guided workflows, standardised replies, and smart suggestions, most organisations can’t achieve this level of foresight or deliver reliable, repeatable service at scale. This often leads to higher churn and missed loyalty opportunities.

Salesforce Agentforce AI bridges this gap for businesses by making AI agents real and accessible. They have built-in integration with your business data and processes and can seamlessly collaborate with employees inside the business apps they already use. Agentforce AI agents learn and adapt as they navigate to the desired outcome and offer options to use prebuilt agents or to customise your own. Let’s take a look at how they enhance every stage of the sales outreach process.

1. Automates lead engagement

Manually reaching out to every prospect is time-consuming and often inconsistent. Agentforce AI changes that with:

• Proactive, personalised outreach: Agentforce AI can autonomously initiate conversations with leads through personalised emails or real-time chat—without sounding robotic. It pulls in data like the lead’s industry, past interactions, and behaviour to tailor messages that feel genuine and timely.
• Real-time adaptability: Whether someone visited a pricing page or signed up for a webinar, Agentforce AI adjusts the message to suit their current level of interest—increasing the chances of a meaningful response.

2. Enables smart follow-ups

Keeping track of who to follow up with—and how—is one of the biggest hurdles in sales. Agentforce AI makes this process intelligent and nearly effortless by:

• Identifying high-potential leads: Agentforce AI flags high-potential leads that show strong buying signals, helping sales representatives prioritise them instantly.
• Performing one-click follow-ups: What used to take 20–25 minutes of drafting and checking can now be done in under 30 seconds. Agentforce AI generates context-rich follow-up emails based on the lead’s history, tone of previous conversations, and engagement behaviour.
• Recommending the right time and message: Agentforce AI agents even recommend the ideal time and tone for the message—whether it’s to re-ignite a quiet lead or nudge someone closer to a decision—and routes cases to the right agent based on priority, skill set, or availability.

3. Personalises nurture emails

Nurturing a lead involves building a relationship. Agentforce AI helps companies do that at scale by offering:

• Tailored email sequences: Agentforce AI can help you set up personalised nurture journeys for each prospect, adjusting content based on their interests and engagement. All interactions are automatically logged into the CRM, keeping everything organised.
• Humanised messaging: Sales reps no longer have to write from scratch. Agentforce AI drafts thoughtful, relevant emails based on CRM data and previous conversations within seconds—so that every email feels one-to-one, not mass-produced.

4. Automates customer support

Agentforce doesn’t just support sales—it improves processes for service teams too, by:

• Handling routine inquiries: From tracking orders to resetting passwords, Agentforce AI can resolve common questions instantly, freeing up your human agents for complex issues.
• Instantly providing case summaries: When a customer with a long history reaches out, Agentforce AI condenses all their past interactions into a short, easy-to-read summary—so that your human agents do not have to dig through dozens of records.
• Suggesting appropriate responses: Based on the issue, Agentforce AI can suggest helpful replies and solutions pulled from similar past cases or from the company’s knowledge base articles, enabling faster case resolution.

5. Enables smart prospecting

Not every lead is worth chasing—but how do you know which ones are? Agentforce AI makes prospecting smarter and more focused by offering:

• Intent-based recommendations: Agentforce AI analyses lead intent, engagement patterns, previous interactions, and conversion history to suggest the best leads the sales team should contact next.
• Time-saving insights: Sales representatives get an instant, AI-curated shortlist of prospects who are likely to convert—helping them spend their time and efforts on prospects that matter most.

6. Automates CRM updates

Ask any sales or service professional, and they’ll probably tell you that updating the CRM is often the least enjoyable part of the job. Agentforce AI lightens their load with:

• Automatic note summarisation: After customer calls or meetings with prospects, Agentforce AI can summarise key points or meeting notes and log them in the CRM automatically, making records cleaner and more consistent. This reduces human error and ensures teams are working with up-to-date information—meaning, no more lost details or outdated records.

7. Offers personalised sales coaching

Beyond handling tasks, Agentforce AI also supports people—especially new hires or those in complex roles like healthcare sales or support. This is done through:

• Real-life scenario simulations: New team members can interact with Agentforce AI agents during training scenarios that mirror real customer situations. It helps them practice responses, improve product knowledge, and build confidence.
• On-the-job guidance: Even during live interactions, Agentforce AI agents can assist with helpful suggestions or reminders, ensuring sales and customer support teams perform their best.

8. Provides 24/7 support

In a global, always-on world, being available after hours can be the difference between a happy customer and a lost one. Agentforce AI ensures businesses are never offline by offering:

• AI-powered round-the-clock service: Whether it’s midnight or a public holiday, Agentforce AI’s virtual assistants are ready to help—answering questions, solving basic issues, and capturing important requests.
• Premium, brand-consistent experience to customers: Unlike basic bots, Agentforce AI is trained to mirror your brand’s tone and standards, so every interaction feels aligned with your company’s values and voice—even when a human isn’t online.

How Corptec can help you get started with Salesforce Agentforce AI

Undoubtedly, Salesforce is the market leader when it comes to CRM solutions. And with Agentforce AI added to its portfolio, Salesforce is now offering the world’s first and only low-code platform for building and customising autonomous agents.

As Salesforce continues to innovate and improve its AI offerings, you need the right Salesforce consulting and implementation partner to help you build a roadmap and ensure that Salesforce Agentforce AI empowers your team to achieve more.

As a trusted Salesforce Consulting Partner since 2018, Corptec Technology Partners has designed customer journeys for organisations across Australia by helping them maximise the potential of this leading CRM platform. We offer full-cycle implementation of Sales, Service, Marketing, and Financial Services Clouds, enable seamless adoption of Salesforce Einstein and Einstein Copilot, and support custom Salesforce integrations with any ERP or third-party applications.

To help ensure that Agentforce’s AI agents offer significant benefits for you, Corptec Technology Partners offers you a free discovery session to help unlock powerful cloud and AI features for your Salesforce CRM tools. Our AI Coach can help you:

• Assess your AI readiness
• Explore how Salesforce Agentforce and Einstein AI would work for your specific business model
• Analyse your service operations to tailor the ideal Agentforce setup
• Build an actionable roadmap to get you started with Salesforce Generative AI and Agentforce

Our discovery session is entirely free, with no commitment required. It’s an opportunity for you to explore the potential of Salesforce’s latest updates for your teams at no cost.

Eager to discover how you can unlock digital labour with Agentforce AI? Book a meeting with our expert today!