AI & Agentforce
AI agents: from answers to actions
Understand how an agent uses context, instructions, and tools to complete a business task.
By Vishal Verma · Reviewed October 5, 2026
A language model generates responses. An AI agent adds a goal, relevant context, and tools it can use to carry out work within defined boundaries.
A Salesforce example
A customer asks for the status of a service request. The agent identifies the request, retrieves permitted case data, and explains the status. If the customer wants a change, an authorized action can perform it with the required checks.
- Context: the customer, request, and relevant business information.
- Instructions: what the agent should handle and when to escalate.
- Actions: approved operations backed by Flow, Apex, or APIs.
- Controls: permissions, validation, and human review for consequential operations.
Start with one narrow task and a clear definition of success. A useful agent completes a real workflow, not just a convincing conversation.