FAQ

What Salesforce licenses are needed to get started?

Agentforce is licensed on top of your existing Salesforce edition. You need the right base Cloud, the Agentforce add-on for the channel you want, and enough user seats to cover the people or conversations the agent will handle.

Salesforce AI agents are not a standalone product you buy instead of Sales Cloud or Service Cloud. Agentforce is an add-on that sits on top of an existing org, and it is priced per user or per conversation depending on the product.

For most Nordic companies the first decision is which cloud the agent will live in: Service Cloud for support use cases, or Sales Cloud for sellers and revenue operations. Each has its own Agentforce SKU and packaging.

Agentforce for Service gives you AI agents that answer customer questions over chat, messaging and email, resolve routine cases and hand over to a human with full context.

Licensing is conversation-based. You purchase a bundle of autonomous conversations — typically billed monthly — and allocate them to the channels where the agent is active. A conversation is counted when the agent handles a customer interaction from start to finish without a human taking over.

Requires Service Cloud as the base edition
Priced per autonomous conversation, not per named user
Covers web chat, messaging apps and email channels
Human takeover keeps the agent from burning conversation credits

Agentforce for Sales helps sellers qualify leads, research accounts, draft follow-up emails and update opportunities. It acts as an assistant inside Sales Cloud rather than a replacement for the seller.

This SKU is user-based. Each seller or revenue operations user who gets AI assistance needs an Agentforce for Sales license. It is usually sold in monthly per-user packs, with volume tiers that make it cheaper per seat at scale.

Requires Sales Cloud as the base edition
Priced per user per month
Covers account research, opportunity updates and outreach drafting
Works with both Sales Cloud and Industry Clouds built on Sales Cloud

A realistic first budget has three parts: the base cloud licenses you already have, the Agentforce add-on, and the implementation work to make the agent trustworthy.

Base Cloud

Sales Cloud, Service Cloud or an equivalent bundle. If you already use Salesforce, this cost is usually sunk.

Agentforce add-on

Conversation packs for Service, or per-user seats for Sales. Start with a small pilot group and scale from real usage.

Implementation

Readiness review, data clean-up, topics, actions, guardrails and testing. This is where most first projects spend the majority of the initial budget.

What is the Salesforce trust layer?

Salesforce's AI trust layer keeps your customer data inside Salesforce's own security boundary. It is never used to train external AI models. Read how it works and why it matters for GDPR.

Read the answer

Not sure which SKU fits your org?

Tell us what you are trying to automate. We will map it to the right Salesforce base edition, add-on and pilot scope — with an honest view of what can wait.

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