In early 2025, Salesforce announced a series of AI-driven enhancements and changes to its popular virtual assistant offerings—most notably, the transformation of Einstein Copilot for Salesforce into Agentforce. This rebranding, along with a robust package of new features, is already creating a buzz across businesses looking to automate processes, improve user experiences, and boost operational efficiency. 

If you’re an admin, service rep, supervisor, or simply curious about how Agentforce can revolutionize your Salesforce environment, you’ve come to the right place. In this blog, we’ll explore: 

1. What is Agentforce 2.0? 
2. Why has Einstein Copilot been renamed to Agentforce? 
3. How to use Agentforce for improved customer interactions, admin tasks, and beyond. 
4. The new features that make Agentforce 2.0 a must-have AI solution. 
5. Best practices and strategies for getting started with Agentforce. 

So, let’s dive in to see why Agentforce stands out as your AI-driven virtual assistant for enhanced efficiency, better resource management, and more intelligent customer engagement! 

What Is Agentforce? 

Agentforce is Salesforce’s AI-powered virtual assistant, built to streamline a wide variety of business workflows directly within the Salesforce ecosystem. Formerly known as Einstein Copilot for Salesforce, Agentforce integrates seamlessly into Lightning Experience, the Salesforce mobile app, Field Service mobile apps, and more. By intelligently guiding both end-users and admins through complex tasks, Agentforce boosts productivity and lowers the risk of errors. 

Salesforce’s 2023 State of Service report found that 88% of service professionals view automation as essential to keeping up with rising service demands. With Agentforce 2.0, you’re not only automating queries and tasks; you’re optimizing how your entire team works. 

In your Setup page, you’ll notice references to “Agentforce” or “Agentforce (Default)” as the agent’s name and type. Rest assured, the switch is cosmetic, so you can keep using Agentforce as you were before without reconfiguring your existing workflows. 

Agentforce 2.0 Key Features 

1. Multilingual Support (Beta) 

One of the most exciting updates in Agentforce 2.0 is its ability to communicate in multiple languages (beta). While the default language is still English, Agentforce (Default) now supports: 

• French (fr_FR, fr_CA) 
• German (de_DE) 
• Italian (it_IT) 
• Japanese (ja_JA) 
• Portuguese (pt_PT, pt_BR) 
• Spanish (es_ES, es_MX) 

This feature is particularly useful for organizations with global operations or diverse customer bases. While some responses may occasionally differ from the exact locale, the ability to chat in multiple languages makes it easier for your users to ask questions and complete tasks in their preferred language. 

Why It Matters: 

• Enhances customer satisfaction by allowing them to communicate in their native languages. 
• Streamlines user adoption across international teams. 
• Aligns with a global business landscape where multilingual support is often a must-have. 

Note: Since this feature is in beta, additional terms apply. Use is at your organization’s discretion and subject to certain pilot or beta service agreements. 

2. Agent Versions for Easier Testing 

Developers and admins often worry about making changes to a production environment without a reliable way to test new features. Agentforce addresses this with “Agent Versions,” allowing you to create multiple versions of the same agent. You can make up to 20 versions of a single agent, which is invaluable for: 

• Iterative Development: Build a new version to test features without affecting the live agent. 
• Safe Troubleshooting: If something goes awry, simply revert to a previous stable version. 
• Backup & Rollback: Maintain backups to ensure minimal downtime. 

Pro Tip: You can only have one active version of the type “Agentforce (Default)” at any time, so plan your testing strategies accordingly. 

Where to Find It:
In Lightning Experience (Enterprise, Performance, Unlimited, and Developer editions) under Setup → Agents → Agent Versions. 

3. Agent for Setup: A New Admin Sidekick 

Salesforce admins can now harness the power of Agentforce directly within their Setup pages. Agent for Setup is designed to help admins tackle daily tasks more efficiently: 

• Troubleshoot User Access: Quickly determine why a user can’t access certain records or objects. 
• Create Report Types: Leverage the AI to assist in setting up the correct report types based on your needs. 
• Salesforce Documentation Lookup: Instantly pull up relevant Help articles or official docs for step-by-step guidance. 

Why It’s a Game Changer:
Admins often juggle dozens of responsibilities, from user management to security audits. Agent for Setup streamlines these tasks, freeing up time to focus on strategic initiatives. 

4. New Standard Agent Topics and Actions 

Agentforce 2.0 introduces new and updated standard agent topics and actions that can be added to your existing workflows with a few clicks. Notable additions include: 

• Fallback Topic: Ideal for handling user queries that don’t match any existing topic. Agentforce then searches Salesforce documentation to deliver relevant info. 
• Object Management Topic: Empowers admins to quickly identify objects and fields, saving time when making configuration changes or troubleshooting data issues. 
• Connected App Migration Topic: Summarize OAuth configurations of a connected app and replace it with an external client app—particularly handy if you need to align with new security policies. 

These topics and actions are available in Lightning Experience across various editions, provided you have the necessary add-on licenses. Make sure to enable them in the Agent Builder to start benefiting from these features. 

5. Enhanced Field Service Dispatcher Actions 

For organizations using Field Service, Agentforce now offers streamlined tools for dispatchers. Two new actions—Get Appointments to Fill Gaps for Field Service and Assign Appointment to Service Resource for Field Service—allow dispatchers to: 

• Identify gaps in a service resource’s schedule. 
• Receive AI-driven recommendations for suitable appointments. 
• Assign the best-fit appointments automatically. 

Why It Matters:
Dispatchers can focus on high-level strategy rather than the tedious process of manually matching and scheduling appointments. For instance, if a Field Service rep cancels or reschedules an appointment, Agentforce can instantly recommend which appointments to fill that gap, cutting down wait times and maximizing efficiency. 

6. Customer Experience Intelligence 

The Customer Experience Intelligence (CXI) topic in Agentforce consolidates interactions from channels such as cases, chats, emails, surveys, and voice, and then generates concise reports. The new actions within CXI include: 

• Enhance Product Description: Compares your existing product descriptions with customer feedback to highlight inconsistencies and propose improvements. 
• Find Similar Interactions: Scans interaction records for related terms or channels, providing a summary of issues or trends. 
• Summarize Product Reviews: Pinpoints top-performing products and breaks down sentiment (positive, negative, mixed, neutral). 

Research-Backed Benefit:
According to Salesforce’s 2022 State of Marketing report, 78% of marketers who leverage AI-driven insights see a considerable improvement in customer satisfaction. The new CXI features in Agentforce amplify those benefits by offering deeper, real-time insights. 

7. Managing Your Workforce with Omni-Channel Updates 

Agentforce 2.0 makes workforce management more efficient through a new agent action: Update Omni-Channel User Configuration. Supervisors can: 

• Add or remove queue assignments. 
• Add or remove skill assignments. 
• Change skill levels for team members. 

This feature lets supervisors respond to fluctuating service demands. For example, if queue volumes spike, they can instantly reassign agents to ensure quicker resolution times. The best part? Supervisors only see Omni-Channel users, skills, and queues their profile allows them to view, maintaining a secure environment. 

How to Get Started with Agentforce 2.0 

Implementing Agentforce in your Salesforce org is a straightforward process. Here’s a quick “how-to” overview: 

1. Check Licensing 
Ensure you have the required add-on licenses for your edition. For instance, you may need the Einstein for Sales or Einstein for Service add-ons. 

2. Enable Agentforce in Setup 

• Navigate to Setup → AI Agents. 
• Enable the Agentforce (Default) if you haven’t already. 

3. Customize Agent Topics 

• Go to Agent Builder. 
• Add standard or custom Topics like Fallback, Object Management, or Field Service Dispatcher Actions. 

4. Configure Access 

• Assign the “Use Agentforce Default Agent” user permission to anyone who needs to interact with the AI agent. 
• Ensure admins also have “Manage AI Agents” if they’re setting up or customizing the agent. 

5. Test in a Sandbox 

• Use the new Agent Versions feature to create a test version of your agent. 
• Verify that all new actions and topics work as intended. 

6. Activate 

• Once satisfied, activate the updated agent version. 
• You can keep multiple versions for reference, although only one version can be active for the default agent. 

Why Agentforce Is the Future of AI in Salesforce 

1. Unified AI Experience: By consolidating tasks across sales, service, and admin setups, Agentforce positions itself as a one-stop solution for all your AI needs within the Salesforce ecosystem. 
2. Scalability: With new features like Agent Versions, you can expand your usage without worrying about downtime or lost data. 
3. Global Readiness: Multilingual support ensures your global teams and customer base can utilize the same AI features effortlessly. 
4. Versatility: Agentforce touches every department—marketing, service, sales, and IT—making it an indispensable tool for large-scale operations. 
5. Ongoing Improvements: Salesforce frequently updates Agentforce with new topics and actions, meaning you can rely on this AI solution to stay ahead of your evolving business challenges. 

FAQs About Agentforce 2.0 

1. What is Agentforce 2.0? 

It’s the latest update to Salesforce’s AI assistant, formerly known as Einstein Copilot for Salesforce. The rebrand unifies functionalities and introduces new features like multilingual support, advanced agent versions, and specialized topics. 

2. Do I Need Extra Licenses for Agentforce?

Yes, in most cases you need an Einstein for Sales, Einstein for Service, or Einstein Platform add-on. Check your edition (Enterprise, Performance, Unlimited, Developer, etc.) for specific requirements. 

3. How Do I Switch Between Agent Versions?

From Setup → Agents, select the dropdown next to your agent to create or switch versions. You can have up to 20 versions, but only one active version of Agentforce (Default). 

4. Does Multilingual Support Extend to All Languages?

Currently, Agentforce (Default) supports English, French, German, Italian, Japanese, Portuguese, and Spanish. Some localized variations may display close variants rather than perfect locale matches, as the feature is in beta. 

5. What is Agent for Setup?

A specialized feature that allows Salesforce admins to troubleshoot user issues, create reports, and find help documentation—all from the Setup panel. 

6. Can I Use Agentforce with Field Service?

Absolutely. Agentforce offers dispatcher actions like finding schedule gaps, filling them, and assigning appointments, which streamline Field Service tasks. 

7. Is the Fallback Topic Necessary?

If you want to capture and handle queries not covered by specific topics—yes. Fallback ensures users get answers from Salesforce documentation when no direct match is found. 

8. How Do I Manage Queue or Skill Assignments in Omni-Channel?

Use the “Update Omni-Channel User Configuration” action. Supervisors can add or remove queue and skill assignments or update skill levels. 

Final Thoughts 

With Agentforce 2.0, Salesforce continues its evolution toward a holistic, AI-driven platform. Whether you’re an admin seeking to streamline setup tasks, a service dispatcher looking to fill schedule gaps more efficiently, or a supervisor aiming to enhance Omni-Channel management, Agentforce stands ready to transform your workflow. 

Key Takeaways:

• New features like multilingual support and Agent Versions help you test, iterate, and scale with confidence. 
• Agent for Setup adds a powerful ally for your admin tasks. 
• Field Service dispatchers and Omni-Channel supervisors can leverage the new agent actions to optimize daily operations.