Discover Agentforce Service
Salesforce (Trailhead)
Last updated October 8, 2026
Discover Agentforce Service is Salesforce's free Trailhead trail on configuring Agentforce Service, its AI agent product for customer support. Across seven modules and roughly 9 hours 42 minutes, it walks through the full setup: exploring the AI agent's features, customizing how cases are managed, automating routine service processes, building the knowledge base the agent draws its answers from, opening up multi-channel service, and tracking how well the AI agent is performing. Most modules end in a hands-on challenge, completed in a free practice Salesforce org, that earns Trailhead points.
What you'll learn
- Exploring Agentforce Service features
- Customizing case management
- Automating service processes
- Building a knowledge base for AI agents to draw on
- Creating multi-channel service (chat, email, and more)
- Tracking service performance
- Redesigning customer service workflows around Agentforce
Frequently asked questions about Discover Agentforce Service
Who is Discover Agentforce Service for?
Customer service professionals, Salesforce administrators, and support teams who want to configure and deploy Salesforce's Agentforce AI agents for customer service.
Is Discover Agentforce Service free?
Yes — Discover Agentforce Service is completely free to take.
What are the prerequisites for Discover Agentforce Service?
A free Trailhead account to track progress and earn points; a free Trailhead Playground (practice Salesforce org) is typically needed to complete the hands-on challenges. No coding required: the trail uses point-and-click setup.
Why we suggest this course
A free seven-module trail written by Salesforce, the company that makes the product it configures. One thing to know: it's specific to configuring Salesforce's own Agentforce Service product, not a platform-agnostic primer on AI in customer service, and the hands-on challenges expect a free Trailhead Playground org rather than just reading along.