The Power of Prompt Builder in Agentforce

In today’s fast-evolving AI revolution, Agentforce and Prompt Builder are redefining how businesses move beyond basic automation to intelligent, action-driven and conversational solutions. Agentforce and Prompt Builder enable Salesforce users to create a dynamic, responsive workspace that drives sales, improves customer service and enhances overall efficiency.

AI Evolution: Towards Intelligent Digital Employees

Today, we are witnessing the evolution of artificial intelligence. From simple automation to generative AI, there is a shift towards Agentic AI – AI that doesn’t just assist but takes action. Salesforce has been at the forefront of this AI revolution, and its latest innovation, Agentforce, is paving the way for a new era of ‘digital’ employees, capable of handling tasks autonomously, improving efficiency and transforming business operations. 

Agentforce is not just another chatbot or virtual assistant – it’s an autonomous, intelligent workforce that can complement roles in customer service, sales, coaching and beyond.

Enhancing Agentforce with Prompt Builder

Agentforce operates with Agents that address various Topics (jobs to be done). Within each topic, Agents have access to a set of Actions that allow them to execute tasks efficiently. The Actions that an Agent can call include Flows, Apex and Prompt Templates. 

Prompt Templates are reusable prompts which we create in Prompt Builder. This powerful tool allows us to summarise and generate content by leveraging generative AI models like OpenAI or even your own custom models. These prompt templates have access to Salesforce data that seamlessly integrate your CRM data to fuel your prompts and create truly dynamic and personalised data-driven responses. 

Unlike traditional automation methods, Prompt Templates enable Agents to deliver more conversational interactions by leveraging Natural Language Processing (NLP) to achieve specific outcomes. This makes interactions more intuitive, allowing Agents to generate precise, context-aware responses that align with business needs. By bridging the gap between the incredible capabilities of Large Language Models (LLMs) and practical business applications, Prompt Templates empower Agents to deliver highly intelligent and personalised responses. 

Examples of prompt builder use cases for businesses: 

• Personalised customer onboarding: Generate tailored onboarding emails and plans based on customer purchases or preferences.
• Automated Summaries: Create concise summaries of records, including Accounts, Opportunities, cases, and meeting notes. 
• Customer outreach: Generate personalised follow-up emails, marketing campaigns, status updates and customer responses.
• Dynamic report generation: Create custom reports incorporating real-time data and personalised insights.

How do Prompt Builder Templates Work?

Unlike Apex and Flows, which are code-specific and will generate the exact outcome, Prompt Templates dynamically generate responses based on your Salesforce data. Prompt templates can also use existing Flows and Apex to further empower Agents to:

• Personalise customer interactions using CRM data.
• Generate contextually relevant responses.
• Automate content creation, email drafting and customer support responses.

Below is an example of a Salesforce prompt designed to display a project’s top five upcoming activities. The blue placeholders represent merge fields that dynamically link the prompt to Salesforce records. When the prompt is sent to the LLM, these placeholders are automatically replaced with real-time customer data, grounding your prompt and ensuring accurate and contextually relevant responses.

Creating Effective Prompts

Designing effective prompts is key to ensuring AI-generated content is accurate, relevant, and safe. Well-structured prompts are essential to prevent hallucinations and undesired outcomes while aligning AI responses with company best practices. They establish guardrails, define tone and personality, and safeguard against unauthorised or unsafe interactions with LLMs. 

An effective prompt includes the following elements:

• Interaction Context – Provide sufficient background information, including examples, to help the AI generate meaningful and relevant responses.
• Clear Objectives – Using instructions, specify the expected outcome (e.g. summarisation, classification, personalised reply) and define the required format that will provide explicit instructions to guide the AI model.
• Guardrails – Implement safeguards to protect sensitive data and mitigate bias, toxicity and harmful or inaccurate outputs (e.g. define restricted topics, control language, moderate content, filter out misleading responses, and maintain data privacy).
• Salesforce Data – Dynamically grounding prompt templates with relevant CRM data ensures personalised responses based on accurate, relevant and up-to-date information.
• Your style and tone – Ensure the output writes as you would by setting a tone of voice and writing in the ways customers would expect based on their region (e.g. display a date as MM/DD/YYYY for somebody based in the USA and DD/MM/YYY for people based in other parts of the world).

Once you have created your prompt, make sure to test, analyse and refine your prompt to improve the accuracy and effectiveness of the AI-generated responses. For best practices on building Prompt templates, this Salesforce Help article provides some useful tips. 

Prompt Template Types in Prompt Builder

Prompt Builder allows us to create various types of prompt templates to enhance productivity and streamline workflows. Some of the key prompt template types are:

• Sales Email – Helps sales teams craft personalised emails based on record data.
• Field Generation – Enables users to populate a field with a summary or description created by an LLM.
• Summary – Case summary, record summary and work summary generates a comprehensive overview with summary, issue and resolution.
• Flex – Accepts variable input types from different objects.

By leveraging these different prompt template types, Agents can work more efficiently on high-value tasks as Agentforce generates contextual responses, summarises cases and streamlines customer interactions. 

Agentforce and Prompt Builder: The Future of Intelligent Automation

Agentforce is about creating intelligent, autonomous agents that deliver personalised, efficient, high-quality results. Whether you’re enhancing customer service, streamlining sales processes or boosting your marketing efforts, Agentforce provides a flexible, scalable solution that adapts to your unique needs.

If you would like more insights and to get started, visit our Agentforce Hub to explore additional content and schedule a call with one of our Agentforce experts.