Agentforce Coworker Benefits and Use Cases

See common use cases and how Agentforce Coworker can streamline your work.

Benefits

Use Agentforce Coworker to:

Ask anything, get answers: Ask any question and get one synthesized answer. No more switching between apps to piece together information.
Connect to your data, wherever it lives: Works immediately with Salesforce CRM. Also make Slack and Data 360 objects searchable.
Direct Agentforce Coworker to act on your behalf: Ask Agentforce Coworker to create or update a record, and it automatically evaluates your permissions, identifies fields for modification, validates picklist entries, and presents a proposed record creation or update for your review.
Automatic request routing: As needed, Agentforce Coworker automatically routes your requests to the right Agentforce agent — your single entry point for getting work done.
Enterprise-grade governance from day one: Permission-based access control, source-level permissions, automatic data classification, and dynamic data masking keep your data secure and compliant. Learn more about Einstein Generative AI and Your Data and Geo-Aware Routing for Agentforce Coworker.

Use Cases

Need inspiration on how to use Agentforce Coworker? See these use cases.

Use Case 1: Unblock a Stalled Opportunity

Scenario: Ursa Major Solar has a stalled sales opportunity with a client, Edge Communications. Here’s how to use Agentforce Coworker to unblock the opportunity.

Discover: In Salesforce Lightning, the sales rep asks Agentforce Coworker, “What’s going on with Edge Communications?” Agentforce Coworker reveals relevant data from connected sources, showing the deal is at risk due to new pricing concerns in a specific deck.
Research: To dig deeper, the sales rep asks, “Tell me more about the pricing concerns.” Agentforce Coworker details Edge Communications’ concerns about ramp-up and training costs, preferring a one-year agreement. It also mentions that a rep from inside sales has an early meeting next week to follow up.
Act: The sales rep asks Agentforce Coworker for coaching on how to handle the pricing concerns. Agentforce Coworker automatically routes to the Sales Coach Agent, which gives the rep personalized coaching on the opportunity before the meeting.

Use Case 2: Resolve a Recurring Support Issue

Scenario: Ursa Major Solar notices a spike in login-related support tickets. Here’s how to use Agentforce Coworker to identify what’s causing the login issues and how to resolve them.

Discover: In the Agentforce Coworker search bar, a service rep types, “What’s going on with login issues this week?” Agentforce Coworker explains that there has been a 30% spike in login-related tickets across North America.
Research: To investigate further, the rep asks, “Have we seen this issue before?” Agentforce Coworker reviews past documents and conversations about login issues and confirms that a similar spike happened last quarter after a configuration update. Agentforce Coworker also provides the relevant Jira ticket and customer email template used previously.
Act: The rep asks Agentforce Coworker to suggest a resolution. Agentforce Coworker automatically routes to the Sales Support Agent, which searches knowledge articles and past case data and recommends a fix before a new case is logged.

Use Case 3: Log a Call

Scenario: A sales executive wants to update their records and follow up with Ursa Solar after an important pitch meeting. Here’s how Agentforce Coworker does that.

Currently, Agentforce Coworker can update or modify only Salesforce CRM records.

Note

Discover: A sales executive logs in to their Sales console. In the Agentforce Coworker search bar, they type, “Can you look up my notes from the Ursa Solar meeting?” Agentforce Coworker fetches the meeting details from Google Calendar, the notes in Slack shared by colleagues and the Ursa Solar account, and the opportunity details from CRM.
Prepare: The executive adds their updates to the opportunity. Then they type, “Prepare a thank you note for Ursa Solar about the meeting, and share the relevant marketing collateral I promised in the meeting.” Agentforce Coworker returns with a draft summary and links to all the relevant marketing and product materials from the meeting actions.
Act: The sales executive now asks Agentforce Coworker to log this call information into CRM and types “Update my call log with meeting details and the response we shared with them.” Agentforce Coworker finds the opportunity and the event from CRM, and proposes to create a new task with meeting details. The executive confirms, and Agentforce Coworker logs the call instantly.