Prompt Builder in Agentforce – What it is and How to Use it!

AI that just gets it. 

That’s Agentforce—effortlessly generating responses, automating tasks, and streamlining workflows. 

But here’s the catch: even the smartest AI needs guidance to perform at its best. 

Enter Prompt Builder—it shapes AI-driven interactions, ensuring precision, relevance, and alignment with your unique business needs.

In an Agentforce-powered world, where automation and intelligence define success, Prompt Builder is the bridge between raw AI potential and real business impact. 

This blog post dives into why Prompt Builder is a game-changer and how it fuels AI-driven efficiency like never before.

 Let’s explore.

How Generative Agent Actions Work

Before diving into Prompt Builder, it is important to understand how generative agent actions function within Agentforce.

When you interact with an Agent, it processes your natural language query based on predefined topics and determines the best course of action. Each topic has a set of available actions that guide the Agent’s response.

As part of the Salesforce platform, Agents can execute Flows, Apex, and now prompt templates during the response process. 

Flows and Apex actions follow structured business logic, ensuring consistent and reliable outcomes. Prompt templates introduce generative AI capabilities, enabling Agents to produce more dynamic and intelligent responses.

• The process begins with your query. 
• The Agent identifies the relevant topic, applies the appropriate instructions, and carries out the necessary actions. 
• The final stage results in an AI-generated response tailored to the given request. 

If you use Slack, you can even communicate with the Agent directly within the platform.

Real-World Applications of Generative AI

Generative AI is transforming business operations by automating tasks and improving decision-making. Here are some of the most valuable ways you can apply AI-driven actions in your workflows:

Generating Summaries

AI can create structured summaries of large text sections, helping you extract key insights from multiple data sources.
Example: Summarizing important details from Accounts, Opportunities, Cases, and Meeting Notes.

Creating Content

AI-generated content can enhance customer engagement by automating responses and marketing outreach.
Example: Drafting emails, status updates, marketing campaigns, and customer service replies.

Analyzing Sentiment

AI can assess conversations and classify sentiment as positive, negative, or neutral.
Example: Evaluating customer support chats to understand customer emotions and trends.

Protecting Sensitive Data

Data redaction ensures that AI-generated insights exclude personal or sensitive information.
Example: Summarizing a chat transcript while removing names and confidential details.

Translating Information

AI-powered translation streamlines communication across different languages and regions.
Example: Converting customer interactions from various regions into a common language for easier analysis.

Extracting and Organizing Data

AI can identify important details within emails, cases, or transcripts while detecting duplicate entries.
Example: Extracting ticket numbers and booking information from customer emails.

Classifying Information

AI can categorize cases based on their details and historical data.
Example: Assigning classification labels to support cases based on descriptions and case notes.

If you want to explore more applications, the Salesforce AI Use Case Library provides a wide range of prompts and ready-to-use AI-driven workflows.

With a clear understanding of how generative agent actions work, you are ready to explore Prompt Builder and see how it can enhance AI-powered interactions in Agentforce.

What is Prompt Builder in Agentforce?

Prompt Builder is an admin-friendly tool that integrates AI into users’ workflows while leveraging CRM data. Launched earlier this year, it is already used by thousands of Salesforce customers worldwide, supporting millions of AI-driven interactions each month.

AI-generated responses from Large Language Models rely on structured questions or instructions, known as prompts. Traditionally, developing a system to manage these prompts required significant time and resources. Salesforce introduced Prompt Builder to simplify this process, allowing businesses to create and customize prompts within Salesforce while ensuring security through the Einstein Trust Layer.

The Importance of Prompt Builder

Prompt Builder provides an effective way for Salesforce professionals to create AI-powered responses within the flow of work, develop structured and reusable prompt templates, and enhance AI decision-making by linking prompts with CRM data, including object fields, related lists, Flows, and Apex. It also offers the flexibility to test different AI models and select the best approach for specific needs.

Designed with a familiar interface, the tool makes AI integration a seamless part of everyday operations.

How It Works

The process begins by creating a prompt with clear, natural language instructions and connecting it with relevant CRM data. The next step involves defining the response structure to ensure alignment with business needs. Once the prompt is ready, it can be tested within the built-in canvas using different records to validate accuracy. Finally, settings can be adjusted, and various models can be explored to refine performance.

As AI takes on a larger role in business processes, Prompt Builder gives you a structured way to refine AI interactions within Salesforce. By crafting precise, strategic prompts, you can unlock AI’s full potential—driving efficiency, accuracy, and smarter automation.

Get Started with Your First Agent Action Using Prompt Builder

Once you have identified your use case, it is time to put it into action by building your first prompt. The best way to do this is by using a simple, structured approach to prompt engineering. Here is a proven framework to help you get started.

Define the Role and Context

You are a [role] at [company], where [brief description of the company].

Set the Task

Your goal is to [describe the task you want the AI to perform].

Provide Clear Instructions

Follow these steps precisely- 

One. Data Handling
– Specify the data source or format

Two. Next Steps
– Include additional instructions for processing the data

Three. Additional Details
–  List any special requirements

Structure the Output

• Length. Define a word or character limit
• Format. Choose bullets, paragraphs, JSON, or another structure
• Style and Tone. Use clear, concise, and professional language

Once you have set up these elements, let AI do the work. It will follow your instructions to generate accurate and meaningful responses.

Now Is the Time to Explore Prompt Builder

If you have not yet experimented with Prompt Builder or Agent Builder, now is the perfect opportunity. These tools are included in the Salesforce Foundations SKU, giving Sales and Service Enterprise Edition and Unlimited Edition customers access at no extra cost. You also get one thousand free conversations, one thousand leads, and a built-in sales coach to help you get started.

Start Using Prompt Builder to Supercharge AI in Agentforce, Here’s How We Can Help!