Agentforce
: How to use it, features, and the business problems it solves
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What is Agentforce?
Agentforce is Salesforce's AI agent platform for businesses. You build agents for customer service, sales and internal work with the low-code Agentforce Builder or the Agent Script language, connect them to Salesforce customer data, Flow, Apex and MuleSoft APIs, and deploy them on the web, phone, Slack and more. Pricing starts at ¥0 with Salesforce Foundation; Flex Credits cost ¥60,000 per 100,000 credits (20 credits per action), conversations ¥240 each, and the Agentforce user license ¥600 per user per month (as of November 2026, official).
Business problems it solves
About "Agentforce"
What is Agentforce?
Agentforce is Salesforce's AI agent platform for businesses: you build AI agents that handle customer service and internal work on their own, and run them connected to Salesforce customer data and business processes. You can place customer-facing agents wherever your customers are — the web, phone or apps — and give employees in sales, service, HR and IT agents that support their work. The official site states that "more than 18,000 companies have already adopted Agentforce."
An agent uses a large language model (LLM) to understand a conversation or an automated trigger, decides on its own what to do next, and carries out "actions" such as updating records, summarizing cases or rescheduling appointments. It grounds its answers in the business data a company already has, such as Salesforce CRM data and external data brought in through Data 360. Questions it cannot handle are handed off to a human representative.
Agents are built with the low-code Agentforce Builder and Agent Script, a dedicated language for defining behavior in finer detail. Existing Salesforce assets — Flow, Apex, MuleSoft APIs, prompt templates and knowledge articles — can be used directly as building blocks. What used to be "Einstein Copilot" is now part of Agentforce as the agent that supports employees' work (official FAQ).
How to use it
- Decide how to start Companies that already use Salesforce can start using Agentforce for free with Salesforce Foundations (official FAQ). For full-scale use, choose with a Salesforce representative between pay-as-you-go options (Flex Credits or per-conversation pricing) and per-employee licenses or add-ons.
- Build an agent In Agentforce Builder, start from templates such as a service agent, SDR (sales development) agent, sales coach or guided shopping, or describe in plain language what you want the agent to do. Builder is included with your Agentforce purchase at no extra cost.
- Connect data and processes Use CRM data and knowledge articles as the basis for answers, and register Flow, Apex and MuleSoft APIs as actions. External systems can also be connected through MCP servers and other means.
- Test Send messages in the simulator to see which sub-agents and actions the agent chose and where it failed. You can also generate test cases from real interactions and run them as batch tests.
- Deploy and improve Publish to the web, phone, Slack and more, and keep improving while watching answer accuracy and resolution with Agentforce Observability. Costs can be checked in near real time in Digital Wallet.
Source: Salesforce official site (Agentforce Builder)
Key features
01Build agents
- Agentforce Builder — A low-code builder where you assemble instructions, actions and variables on a single canvas in plain language. You can also add if-then conditions and guardrails
- Agent Script — A new language dedicated to Agentforce for defining conditions, loops, transitions and variables. It combines the flexibility of natural language with the reliability of code, suited to work that must follow the same steps every time
- Agent Optimizer — An assistant agent inside Builder that helps you create, test and improve agents through conversation
- Templates — Ready-to-use sub-agents and actions for order management, appointment management, FAQs and more
02Support customers and employees
- Customer-facing agents — Answer questions, resolve cases, manage orders and schedule appointments 24/7, handing off to people only when needed
- Employee-facing agents — Take on routine internal work such as leave requests, HR policy questions and help desk tickets
- Sales agents — An SDR agent that answers prospects' questions and books meetings, a sales coach that runs role-plays tailored to each deal, and more
- Agentforce Voice — Put AI agents on voice channels such as the phone
03Connect and manage
- Data connections — Use Salesforce CRM, Data 360, knowledge articles, Flow, Apex and MuleSoft APIs as the agent's knowledge and hands
- MCP support — Connect to external tools through verified MCP servers provided by AgentExchange partners
- Multi-agent — Have multiple agents work together to solve complex problems
- Observability and Digital Wallet — Check agent performance and credit consumption in near real time
Source: Salesforce official site (Agentforce Builder)
Pricing
Agentforce pricing is split into pay-for-what-you-use options (Flex Credits and conversations) and per-employee options (licenses and add-ons). The following reflects the Salesforce official pricing page for Japan as of November 9, 2026. Items without a yen price are shown in dollars as on the pricing page. The pricing page does not state whether tax is included.
Pay for what you use
| Plan | Price (as listed) | Details |
|---|---|---|
| Salesforce Foundation | ¥0 | Agentforce Builder, Prompt Builder, Agent Script, Agentforce Coworker, Agentforce Vibes. Start with a free trial |
| Flex Credits | ¥60,000 per 100,000 credits | Pay per action. Customer-facing agents, employee-facing agents, Agentforce Voice, Digital Wallet, Slackbot and more |
| Conversations | ¥240 per conversation | Pay per conversation. For customer-facing agents |
Flex Credits are consumed for each action an agent performs (updating a record, summarizing a case, answering a question, etc.). An Agentforce action costs 20 credits, and an Agentforce Voice action costs 30 credits. Calculated from the yen price, that is about ¥12 per action and about ¥18 per Voice action.
Pay per employee
| Plan | Price (as listed) | Details |
|---|---|---|
| Agentforce user license | ¥600 per user per month (Flex Credits required) | A license to extend Agentforce to all employees. Usage is pay-as-you-go |
| Agentforce add-on | $125 per user per month (the comparison table on the pricing page lists "flat-rate access" at ¥15,000 per user per month) | For Sales, Service and Field Service. Licensed employees can use Agentforce without limits |
| Agentforce Industries add-on | $150 per user per month | For Industries Cloud. Includes industry-specific AI |
| Max edition | From $550 per user per month | Includes the Agentforce add-on plus 2.75 million Flex Credits per org per year |
| Agentforce Coworker user license | $50 (per user) | A standalone license for "Coworker," an AI teammate. Supports indexing up to 30 MB of data per user per month |
Payment rules: There are three purchase models: pre-purchase (pay up front), pre-commit (commit to a usage baseline without paying up front; the pricing page says it will be generally available later this year) and PayGo (no prepayment, billed monthly for what you use). Only Flex Credits can be bought under PayGo and pre-commit; conversation-based pricing, add-ons and Agentforce 1 Editions are not available under those models. Flex Credits and conversation-based pricing cannot be used together in the same org, and unused Flex Credits do not roll over to the next subscription term. Usage beyond your balance carries no penalty and is billed monthly in arrears at your contracted rate.
Usage examples (from the pricing page, in USD)
| Example | Credits used | Monthly cost example |
|---|---|---|
| Answering order status in self-service (20 per day) | 40 credits each | $120 |
| 100 employees managing cases (3 per person per day, 20 days a month) | 60 credits each | $1,800 |
| Answering new hires' questions (20 people × 5 questions a month) | 20 credits each | $10 |
| Handling appointment changes by phone (300 calls a month) | 120 credits each | $180 |
The pricing page notes that these are for reference only, that actual usage varies from month to month, and that other costs such as Data 360 credits are not included.
Customer stories
The official site and newsroom feature many Japanese customer stories.
- Kizuki Rental Service (Rental 819) — Deployed for inquiries at its rental motorcycle network of about 100 locations across Japan. In about six months, the AI agent handled 6,383 inquiries with a 90% answer rate; 61% of them came outside business hours, when no one had been able to answer the phone. Without dedicated engineers, two staff members keep refining the response scenarios about once a week (announced October 16, 2026)
- IDOM (Gulliver) — Fully adopted Agentforce as the development platform for AI agents in its sales domain. Its "automatic follow-up AI agent," which re-approaches customers who did not buy via LINE, is expected to create about ¥6 billion in new annual sales (announced October 26, 2026)
- Salesforce's own Help site — Started answering with Agentforce in English in October 2024, handling more than 700,000 inquiries in about seven months with a self-resolution rate of over 86%. It later started supporting Japanese as well
The customer stories page also lists ABeam Consulting, LY Corporation, Link and Motivation, JSOL, bellFace, Seven & i Holdings and others.
Source: Salesforce official site (Agentforce Builder)
Japanese support
- Site and pricing — There is a Japanese official site, and prices are also shown in yen (some add-ons are listed only in dollars).
- Track record in Japanese — On Salesforce's Help site, Agentforce answers questions in Japanese. Rental 819 uses it for multilingual inquiries, including Japanese.
- Support — The Japanese subsidiary, Salesforce Japan Co., Ltd., handles sales and implementation support (phone 0120-733-257).
Pros and cons
Pros
- Build customer service and sales agents directly on the customer data and interaction history stored in Salesforce
- Switch between Builder (low-code) and Agent Script (fine-grained control), and go from prototype to production in the same environment
- Tools needed for production — the simulator, batch testing, reasoning traces and Digital Wallet — are all in place
- Japanese customer stories and support from the Japanese subsidiary
Cons
- Designed on the assumption that you use Salesforce, so adoption is harder for companies on other CRMs
- Many pricing options (Flex Credits, conversations, licenses, add-ons, editions), and choosing the right one assumes a conversation with a sales representative
- Some add-ons and editions are listed only in dollars on the pricing page, so yen amounts need to be confirmed in a quote
- Unused Flex Credits do not roll over, and costs vary with how you use it
Reputation and reviews
The official site states that Salesforce was named a Leader in Gartner's 2026 Magic Quadrant for Conversational AI Platforms and that it ranks No. 1 on G2 in categories such as "AI Agents" and "AI Agent Builders." In Japan, Rental 819 has shown results in numbers, saying it "effectively made its after-hours window available 24 hours a day without adding staff." The product tends to deliver results quickly for companies that have already organized their customer data in Salesforce. On the other hand, there are many pricing options, and the official pricing page itself directs you to a sales representative for detailed pricing, so a quote and a usage estimate are essential before adoption.
FAQ
Q. Can I use Agentforce for free? A. Companies that already use Salesforce can start using Agentforce for free with Salesforce Foundations (official FAQ). The ¥0 column on the pricing page includes Agentforce Builder and Agent Script, and a free trial is available. For full-scale use, choose a paid option such as Flex Credits (¥60,000 per 100,000 credits).
Q. What are Flex Credits? A. A pay-as-you-go unit consumed for each action an agent performs. An Agentforce action costs 20 credits and an Agentforce Voice action 30 credits, at ¥60,000 per 100,000 credits. Unused credits do not roll over to the next subscription term.
Q. Should I choose per-conversation pricing or Flex Credits? A. The official FAQ describes per-conversation pricing (¥240 each) as a fixed-rate model optimized for agents that support external customers, and Flex Credits as a model that flexibly covers every use case. You cannot use both in the same org at the same time.
Q. Can it be used in Japanese? A. There is a Japanese official site and a yen-based price list, and Agentforce answers questions in Japanese on Salesforce's own Help site.
Q. Is there an extra charge for Agentforce Builder? A. No. Agentforce Builder is included with your Agentforce purchase, and the AI assistance built into Builder is also available at no extra cost.
Q. Can it connect to systems other than Salesforce? A. Yes. You can connect to external systems through MuleSoft API connectors and MCP servers, and use external data as the basis for answers through Data 360.
How it differs from other AI agent platforms
| Service | Type | Best for |
|---|---|---|
| Agentforce | AI agent platform integrated with Salesforce CRM | Running customer service, sales and internal agents on Salesforce customer data |
| Microsoft Copilot Studio | Low-code agent builder integrated with Microsoft 365 | Deploying agents connected to Teams and SharePoint within Microsoft's management framework |
| Gemini Enterprise | Google Cloud's AI agent platform for businesses | Searching and researching across many kinds of company data, and giving employees agents to use |
| Intercom Fin AI | AI agent for customer service | Automating support based on your help center content |
| Chatbase | AI chatbot built on your own data | Quickly adding a support agent to your website |
| Dify | Open-source LLM app and agent development platform | Building agents with your choice of models, including in your own environment |
Agentforce's strength is that the customer data and business processes in Salesforce become the agent's knowledge and hands as they are. Organizations centered on Microsoft 365 may prefer Copilot Studio, those built around Google data and search may prefer Gemini Enterprise, and those not on Salesforce that only want to automate support can also consider Intercom Fin AI or Chatbase.
Information on this page is as of November 9, 2026, and is based on the Salesforce official site for Japan (Agentforce product page, Agentforce pricing page, Agentforce Builder page and customer stories page) and Salesforce Japan press releases (October 16 and October 26, 2026) and news articles. Pricing and features may change, so please check the official site for the latest information.
