Salesforce Agentforce

Salesforce Agentforce is an enterprise AI agent platform that lets organizations build, customize, and deploy autonomous AI agents to support employees and customers around the clock. Unveiled at Dreamforce in September 2024 and now over 18,000 companies strong, Agentforce moves beyond scripted chatbots by using the Atlas Reasoning Engine to interpret a request, break it into smaller tasks, retrieve trusted business data, and take action, only escalating to a human when a task falls outside its guardrails.

At the core of the platform is Agent Builder, a low-code tool where teams configure subagents, write natural language instructions, and assemble a library of actions using existing Salesforce building blocks like Flows, Prompt Builder, Apex, and MuleSoft API connectors. Agentforce ships with ready-to-use agents for common roles, including a Service Agent that resolves customer cases, a Sales Development Representative that qualifies leads around the clock, a Sales Coach for rep role-play, a Merchandiser and Personal Shopper for ecommerce, and a Campaign Optimizer for marketing. The platform extends further with Agentforce Voice for phone-based support, Multi-Agent Orchestration for coordinating teams of specialized agents, Agentforce Observability for monitoring performance in near real time, and verified MCP server support for connecting agents to external tools.

Agentforce is built for enterprises already on or evaluating Salesforce, spanning customer service, contact center, field service, employee service, sales, and IT service use cases, and integrates natively across the Salesforce Customer 360 and Data 360 ecosystem. Every Salesforce customer can start for free with Salesforce Foundations, with usage-based Flex Credits or Conversations pricing and per-user licensing options for scaling further. Gartner named Salesforce a Leader in its 2026 Magic Quadrant for Conversational AI Platforms, and G2 ranks Agentforce the #1 leader for AI Agents, AI Customer Support Agents, and AI Agent Builders.

Every Salesforce customer can start with Agentforce for free via Salesforce Foundations, which includes Agentforce Builder, Prompt Builder, Agent Script, Agentforce Coworker, and Agentforce Vibes. Beyond that, Salesforce offers consumption-based and per-user pricing paths. Flex Credits cost $500 per 100,000 credits, with each standard Agentforce action consuming 20 credits (roughly $0.10 per action) and each Voice action consuming 30 credits; Flex Credits are fungible across actions, prompts, translations, and voice. Conversations pricing is a flat $2 per conversation for customer-facing agents. An Agentforce User License costs $5 per user per month (requires Flex Credits) for company-wide employee access. Agentforce add-ons for unmetered employee usage cost $125 per user per month (Sales/Service/Field Service) or $150 per user per month (Industries Clouds), while Agentforce 1 Editions start from $550 per user per month and bundle 2.5 million Flex Credits per org per year. Buying models include Pre-Purchase (pay upfront for the best rate), Pre-Commit (baseline commitment billed monthly in arrears), and PayGo (no upfront commitment, pay as you go), all trackable through the Digital Wallet usage dashboard. Unused Flex Credits do not roll over between subscription terms.