I’m still trying to grasp the benefits of Agentforce beyond using it in a call center. It seems that while there may be some edge cases, most use cases involve call deflection.
Undoubtedly, this will change over time, but at the moment (and for the foreseeable future), Agentforce is still a niche solution looking for a problem to solve.
What irks me about this push to Agentforce is that Salesforce hasn’t resolved many fundamental problems with the platform itself.
I could list all the UX and technical issues with Salesforce, but I’m not sure what that would achieve. Suffice it to say, the core has many problems.
And instead of acknowledging and tackling these problems, Salesforce splashes buzz words like “Agentforce” and “Headless 360” and other flashy terms. It feels like they simply announced, “Mission accomplished” with the platform and have now moved on to stock-provoking ideas.
The takeaway
My issue with Agentforce isn’t with Agentforce itself. It’s that Salesforce moved on to the shiny new toy without finishing their work on the core platform.