Discover Agentforce Service
Salesforce (Trailhead)
Last updated July 26, 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. It's hands-on rather than theoretical — most modules include point-earning challenges completed in a free practice Salesforce org.
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
- Transforming customer service workflows with 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 is click-based/declarative.
Why we suggest this course
Free, first-party, and genuinely substantial — a seven-module trail rather than a single lesson, written by the company that builds 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.