What are standard and custom agent actions in Agentforce?

In the context of Agentforce, standard and custom agent actions play essential roles in defining how agents interact with the system and perform various tasks.

Standard actions are predefined by the system and come with the platform out of the box. They are designed to cover common scenarios that agents encounter, providing consistency and efficiency in handling typical tasks. These actions can include things like sending a message, updating a record, or creating a case. They are readily available for use without the need for additional configuration.

On the other hand, custom actions allow users to create specific tasks tailored to meet unique business requirements or workflows that may not be covered by the standard actions. Users can define these custom actions based on their organizational needs, giving them greater flexibility to adapt the system to suit different scenarios.

Understanding the differentiation between standard and custom actions is crucial for effectively utilizing Agentforce. By leveraging both, companies can maintain a balance between efficiency through standardized processes and the ability to customize interactions to meet specific needs, leading to improved agent productivity and customer satisfaction.