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Einstein Copilot

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Einstein Copilot (now known as Agentforce) is an AI-powered assistant platform launched by Salesforce, specifically designed to integrate into employees’ daily workflows. It supports multiple roles across sales, customer service, HR, IT, field service, and more. Powered by the Atlas reasoning engine, it breaks down complex requests into subtasks, autonomously retrieves trusted enterprise data, generates execution plans, and invokes actions across systems—such as updating work orders, sending emails, or scheduling technicians—while maintaining context throughout and supporting human oversight. The platform offers out-of-the-box industry-specific agents, and users can also customize sub-agents, natural language commands, and action libraries via the low-code Agent Builder, enabling deep integration with Flows, MuleSoft APIs, and Apex code.

CategoryOffice & productivity
AI EFFICIENCY IMPROVEMENTS
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Einstein Copilot
01 / OVERVIEW

What is Einstein Copilot?

Pre-built AI agents are available for roles including sales, customer service, human resources, IT support, and field service.

Supports long-term task execution spanning days or weeks, automatically adapting to schedule changes and completing multi-touchpoint workflows.

Built-in Agent Optimizer performance analysis tool, capable of identifying bottlenecks and providing optimization recommendations

02 / CAPABILITIES

Key features

  • Agent Script provides fine-grained control, ensuring reliable outcomes from business-ready agents.

  • Multi-Agent Orchestration enables multiple specialized agents to collaborate, share context, and coordinate complex customer journeys.

03 / AUDIENCE & USE CASES

Use cases and audience

Salesforce customers include personnel in roles such as customer service, sales, HR, IT, and field service.

  • Customer Service: Handle open tickets, draft follow-up emails, and escalate cases to specialists
  • Contact Center: Route inbound calls, retrieve customer history records, and log interaction notes
  • Employee Services: Process leave requests, answer HR policy questions, and onboard new employees
Input

Natural language requests, trusted enterprise data sources, and business system-triggered events.

Output

Automated task execution results, structured action recommendations, cross-system coordination feedback, and multi-step workflow completion statuses.

Frequently asked questions

Is Agentforce free to use?

All Salesforce customers can start using Agentforce for free (based on Salesforce Foundations), supporting any use case; specific deployment options correspond to pricing plans such as Flex Credits, Resolutions, or per-user licensing.

Is Agentforce the same product as Einstein Copilot?

Yes, Agentforce was originally named Einstein Copilot, but it has now been rebranded and upgraded into a platform for building and orchestrating enterprise-grade AI agents.

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