Agentforce Builder, Agent Script & Voice

Agent Design & Development

Design, build and test AI agents in Agentforce Builder, with Agent Script for the steps that must run exactly as written.

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Overview

How we approach Agent Design & Development.

Reliable agents balance flexible reasoning with predictable execution. We design topics, actions and instructions in Agentforce Builder, and use Agent Script to hold regulated or high-stakes steps to your business logic.

Agents are grounded in your records and documents, extended with Flow, Apex, APIs and MCP tools, and deployed to web, Slack, mobile and voice channels with Agentforce Voice.

Platforms

AgentforceAgentforce VoiceData 360SlackSalesforce Platform

What’s included

Agent design: topics, actions and instructions
Agent Script for deterministic, auditable flows
Grounding in Data 360 and unstructured content
Custom actions with Flow, Apex, APIs and MCP tools
Voice, Slack, web and mobile deployment
Multi-agent orchestration and human handoff

Outcomes

What we design for.

OUTCOME 01

Accurate answers

Agents grounded in approved data and knowledge.

OUTCOME 02

Predictable behavior

Critical steps enforced by Agent Script.

OUTCOME 03

Work completed

Routine requests resolved end to end, not just answered.

Delivery

Discover. Ground. Build. Observe.

01

Discover

Find the jobs where agents create measurable value, and capture baseline metrics before anything is built.

Use-case scoringBaseline KPIsRisk review

02

Ground

Prepare the data, knowledge and permissions agents depend on, so answers are accurate and access is safe.

Data 360Knowledge cleanupLeast privilege

03

Build & Test

Design agents in Agentforce Builder, lock critical steps with Agent Script and test against real scenarios.

Agent ScriptTesting CenterGuardrails

04

Launch & Observe

Roll out in stages, monitor every session and keep tuning with managed AgentOps.

ObservabilityA/B testingAgentOps

Where this fits

Industries we apply this to.

Government & Public Sector

AI agents and modern case management that help agencies serve constituents faster, with the security and accountability government requires.

Constituent service agents for eligibility and status questions
Benefits and case management with AI summaries
Licensing, permitting and inspections

Healthcare & Life Sciences

Patient access agents, care coordination and life sciences engagement, grounded in governed data and designed for privacy.

Patient access agents for scheduling and referrals
Care coordinator summaries and next-best actions
Patient support programs and hub services

Professional Services

Agents that speed client intake, prepare engagements and surface utilization insight across CRM, PSA and finance systems.

Client intake and onboarding agents
Account research and meeting briefs
Proposal and statement-of-work drafting assistance

Related

Explore other practices.

Agentforce Strategy & Readiness

Find the agent use cases worth building, assess data and trust readiness, and leave with a costed roadmap to production.

Data 360 & AI-Ready Data

Unify, clean and govern the data that grounds your agents with Data 360, Informatica and Zero Copy access to your data lake.

Agentic Service & Contact Center

Resolve more customer and employee requests with AI service agents, Agentforce Contact Center and Agentforce Voice, with people one handoff away.

Let’s talk

Let’s put your first agent to work.

Tell us where Salesforce and AI stand today. A 30-minute call with an architect is the fastest way to find the agent use cases worth building first.

Book an AI readiness call +1 703-828-5577