OneRange

Salesforce AI: Core — Einstein & Agentforce

This course shows sales and service teams how to use Salesforce's AI for CRM insights, content, and agents. Learners apply Einstein insights, generative fields, and Agentforce agents, and understand the data and trust layer. Participants finish able to get more from Salesforce with AI.

What this course covers

The course runs across 8 topics, each one a short adaptive session rather than a recorded lecture. The tutor explains the idea, works an example, checks understanding, and adjusts the next step to the answer given.

  • Introduction to Salesforce AI & the Einstein Trust Layer — Explore the architecture of Salesforce's AI, focusing on how the Einstein Trust Layer secures customer CRM data, prevents data retention by external LLMs, and ensures compliance during generative AI tasks.
  • Navigating and Applying Einstein CRM Insights — Learn to locate, interpret, and act upon Einstein's predictive insights directly within Lead, Opportunity, and Account records to prioritize daily sales and service activities.
  • Working with Einstein Copilot and Generative Fields — Practice using Einstein Copilot as a conversational assistant to summarize records, draft emails, and auto-populate generative CRM fields based on historical customer interactions.
  • Configuring and Deploying Agentforce Service Agents — Hands-on setup of an autonomous Agentforce agent. Configure agent topics, define natural language instructions, and assign standard actions to resolve common customer service inquiries.
  • Authoring Custom Prompt Templates in Prompt Builder — Build, test, and activate custom prompt templates using Prompt Builder to safely ground generative AI responses with dynamic Salesforce merge fields.
  • Managing Agentforce guardrails and escalation paths — Configure safety guidelines, trusted data boundaries, and seamless handoff rules to transfer complex or sensitive conversations from Agentforce agents to live human representatives.
  • Monitoring AI Performance and Prompt Analytics — Utilize Salesforce standard dashboards to monitor AI-generated content quality, track Agentforce resolution rates, and audit trust layer logs for compliance.
  • Capstone: Building an End-to-End Autonomous AI Workflow — Synthesize your skills by building a complete workflow where an incoming customer request triggers an Agentforce agent to update a CRM record and generate a personalized email response.

Skills you build

Results are measured against named skills in the OneRange taxonomy of more than 10,000 skills, so a manager sees proficiency per skill rather than a completion tick. This course maps to Generative AI Concepts, AI Tool Usage, CRM Data Management, Working with AI Tools, Salesforce CRM.

  • Generative AI Concepts
  • AI Tool Usage
  • CRM Data Management
  • Working with AI Tools
  • Salesforce CRM

Who it is for

Sales, service, RevOps. The material is pitched at intermediate level, and takes roughly 120 minutes at a typical pace. Because every session adapts, someone who already knows a topic moves through it quickly instead of sitting through an explanation they do not need.

It sits in the Tool: Salesforce AI track of the Vero AI Catalog, and can be assigned to one person, a team, or the whole company.

How it is delivered and assessed

Delivery is conversational and interactive, including guided lab, branching scenario exercises. There is no video to sit through and no slide deck to click past.

Understanding is checked with a lab assessment of 5 items, with a pass mark of 70%.

Administrators can copy this course into their own library and adapt it — edit the outline, change the duration, swap the assessment format, or ground it in internal documentation so answers cite the company's own source material.

Also in this track

  • Salesforce AI: Essentials — Working with Agentforce — Learners will be able to work alongside the AI features their company has turned on in Salesforce. The course covers reading an AI-suggested summary or reply, editing it before it reaches a customer, and telling the admin when the AI gets something wrong. They leave using Salesforce's AI as a helpful draft, never as the final word.
  • Salesforce AI: Advanced — Building Agentforce Agents — An advanced course on building and deploying Agentforce agents in Salesforce. Learners configure agent actions against CRM data, test rigorously, and deploy with guardrails appropriate for customer-facing automation.

Related

Frequently asked questions

How long does this course take?

It runs roughly 120 minutes at a typical pace. Because every session adapts, someone who already knows a topic moves through it quickly instead of sitting through an explanation they do not need.

How is it assigned to a team?

An administrator assigns it from the Vero dashboard to one person, a team, a department or the whole company, and sees progress and results per person and per skill.

Can we customise it with our own documents and terminology?

Yes. Administrators can copy this course into their own library and adapt it — edit the outline, change the duration, swap the assessment format, or ground it in internal documentation so answers cite the company's own source material.

Course code TUL-SFE-101.