What’s the Best Way to Teach AI to Salesforce Users?

Today on the Salesforce Admins Podcast, we talk to Amit Malik, the Content Portfolio Lead for AI within Product Education at Salesforce.

Join us as we chat about how we can teach AI effectively to admins and the easiest way to learn Agentforce.

You should subscribe for the full episode, but here are a few takeaways from our conversation with Amit Malik.

The shift from knowledge to value

As the Content Portfolio Lead for AI in Product Education at Salesforce, Amit is the perfect person to talk to about where admins should get started with learning Agentforce. After all, his job is all about planning the courses that are offered globally about Agentforce and Data Cloud.

What Amit emphasizes is that past knowledge matters less than what learners do in the next 12 months. Agentforce’s capabilities are growing with every release, so he recommends focusing on understanding the core concepts of how AI works and building from there.

Malik’s agent framework for admins

When you’re building with AI, the first step is aligning on why an agent is needed in the first place. From there, he recommends asking five questions to guide your process:

1. Is an AI agent the best way to solve this problem? Would it be easier to build a flow? Just because you can solve something with Agentforce doesn’t mean you should.

2. What agent type do you need? Salesforce has several pre-built agent templates for specific use cases, like Service Agent, Employee Agent, or Guided Shopping Agents. Consider those options before trying to build something more complicated.

3. What topics do you want to assign to this agent? Define the set of business problems you want your agent to solve. There are standard pre-built topics like FAQ or escalation, but you can make a custom topic if needed.

4. How will you provide data to your agent? AI is only as good as the data you provide it, so you need to make sure you have everything you need in Data Cloud and set up access with the Agentforce Data Library.

5. What actions do you want the agent to perform? “This is where the magic happens,” Amit says. There are four types of actions: Flow, Apex, API, and Prompt Template.

It’s important to understand that Agentforce is the final layer of the org, the interface. An agent is really an aggregation of the topics you build it to solve. Those topics comprise the specific actions you enable your agent to perform, and those topics, in turn, are possible based on the data you’ve integrated into Data Cloud.

Adopting a learner’s mindset

For Amit, the most important thing you can do if you want to learn Agentforce is to adopt a learner’s mindset. “The art of learning is to become curious,” he explains, “education is not about the instructor, it’s more about the learner.”

Where many businesses go wrong is viewing AI as a solution in search of a problem. But once you start to get curious about the specifics of your business processes, you’ll start to find all sorts of new ways that AI agents can help. And building around these specific, real-world use cases is the easiest way to get started mastering Agentforce.

Amit has a lot to share about learning, teaching, and working with Agentforce, so be sure to tune in for the full episode. And don’t forget to subscribe to the Salesforce Admins Podcast to catch a new episode every Thursday.

Podcast swag

• Salesforce Admins on the Trailhead Store

Learn more

• Salesforce Admins Podcast Episode: Architect Courses for Admins with Amit Malik

• Trailhead: Discover Agentforce

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