Agentforce Tool Use Patterns

Agentforce Tool Use Patterns

Core concept — five tool shapes, five purposes

Agentforce exposes five abstractions for "things the agent can do". Picking the wrong shape is the most common design error in new deployments.

Tool selection decision tree

Q1. Is the user asking for a FACT already in Salesforce data?
    ├── Yes, simple record lookup          → Flow action (Get Records)
    ├── Yes, complex query / joins / calcs → Apex invocable (bulk-safe)
    └── No                                  → Q2

Q2. Is the user asking for a FACT in an external system?
    ├── Yes, system has OpenAPI spec       → External Service
    ├── Yes, system needs custom auth/logic → Apex with Named Credential
    └── No                                  → Q3

Q3. Is the user asking a FACT in unstructured content (docs, KB)?
    ├── Yes, on-demand grounding           → Retrieval (Data Cloud vector search)
    └── No                                  → Q4

Q4. Is the user asking for GENERATED CONTENT (summary, draft, explanation)?
    ├── Yes, based on a record              → Prompt Template (grounded)
    ├── Yes, freeform creative             → Prompt Template (open)
    └── No                                  → Q5

Q5. Is the user asking the agent to TAKE an action (create, update, cancel)?
    ├── Simple 1-object write              → Flow action
    ├── Multi-step with validation         → Apex invocable (transactional)
    ├── External system write              → External Service or Apex callout
    └── Requires human approval first      → Flow + Approval Process

Recommended Workflow

1. Classify each capability by data direction: reading Salesforce, reading external, reading unstructured, generating content, writing Salesforce, writing external.
2. Route each capability through the decision tree above.
3. Design the LLM-facing contract for each tool.
   • The action name, description, input variable descriptions, output variable descriptions. These are what the model sees and uses to decide WHICH tool + WHAT arguments.
   • Write the description as if for a new engineer on Monday morning. The LLM behaves like that engineer — if the description is ambiguous, the model picks wrong.
   • Design return shapes that are short. Every token the tool returns is a token the LLM has to process. Return only what the user needs; never dump the whole sObject.
4. Decide granularity and failure behavior.
   • Chaining: one big action or several small ones? Prefer small + chained; LLMs compose them better than they understand monoliths.
   • Tool failure: soft error (field on return) vs exception (fault path) — see agentforce-multi-turn-patterns error handling.
5. Add eval cases that exercise each tool in isolation + in natural combinations.

Key patterns

Pattern 1 — LLM-friendly argument design

Bad (the LLM has to guess):

@InvocableMethod(label='LookupOrder')
public class Request {
    @InvocableVariable
    public String id;        // Which id? Order number? Salesforce Id? External?
}

Good:

@InvocableMethod(
    label='Look Up Order',
    description='Look up an order by its customer-facing order number (e.g. "A7842"). Does NOT accept Salesforce record IDs.'
)
public class Request {
    @InvocableVariable(
        required=true
        label='Order Number'
        description='Customer-facing order number exactly as printed on the receipt or email. Format: letter followed by 4 digits (e.g. A7842). Do not include the "#" prefix.'
    )
    public String orderNumber;
}

Why: the LLM has strong priors against ambiguous names like "id". Specific, example-bearing descriptions cut argument-malformation rates dramatically.

Pattern 2 — Short, shaped returns

The agent's return should fit on one LLM turn. A 500-field sObject payload wastes tokens and degrades downstream reasoning.

public class OrderResult {
    @InvocableVariable(label='Order Number')
    public String orderNumber;

    @InvocableVariable(label='Status (display text)')
    public String statusDisplay;  // "Processing", not "PROC_INT_2"

    @InvocableVariable(label='Total (formatted)')
    public String totalDisplay;   // "$149.99", not 149.99

    @InvocableVariable(label='Items (plain-language summary)')
    public String itemsSummary;   // "2× Blue Scarf, 1× Hat"

    @InvocableVariable(label='Error (if lookup failed)')
    public String error;
}

Why: the agent's next turn will include the entire return in its prompt. Human-readable strings perform better in user-facing generation than raw codes.

Pattern 3 — Action chaining

Instead of one monolithic Cancel_And_Refund_Order action, split:

1. Look_Up_Order → returns order + user-confirmation-required flag.
2. Cancel_Order → takes orderNumber, returns cancellation confirmation.
3. Issue_Refund → takes orderNumber + amount, returns refund ID.

Agent composes: look up → confirm with user → cancel → refund. Each step is testable independently; the agent can recover mid-chain if one step fails.

Pattern 4 — Prompt Template as a grounded generator

Use case: draft a response to a support case.

Prompt Template: "Draft Case Reply"
  Inputs: {caseId} (Record: Case)
  Grounding:
    - Case.Description
    - Case.Account.KnownIssues
    - Related Knowledge__kav articles (retrieval)
  Output: 2-3 paragraph draft reply, tone = professional friendly

The template's Inputs field pulls fully-populated records from Salesforce at runtime, keeping the generation grounded in real data instead of free-form hallucination.

Pattern 5 — Retrieval as a tool

Use case: answer policy questions over 500 KB articles.

• Index articles into Data Cloud with a vector embedding.
• Expose as an action: Look_Up_Policy (query string in, top-3 article excerpts out).
• Agent composes: on a policy question, call retrieval, then answer using returned excerpts.

The agent's prompt enforces: "Only cite information from the retrieved excerpts. If the excerpts don't answer the question, say so."

Bulk safety

• Flow actions for agents typically execute for one conversation at a time; the bulk concern is about the underlying Flow being bulk-safe when called from other contexts.
• Apex invocables exposed as agent actions MUST still follow the bulk contract (see skills/flow/flow-invocable-from-apex). Single-list inputs, single-list outputs, bulk query + bulk DML.
• Retrieval tools should cache embeddings at index time; per-query cost should be bounded to top-K retrieval + summarization, never re-embed.

Error handling

Each tool shape has a different error-surfacing model:

• Apex invocable: populate an error output field for soft errors; throw AuraHandledException for system errors.
• Flow action: wire a fault path that returns a structured error; never silently complete.
• External Service: the platform exposes 4xx/5xx to the agent as action failures; design the action-level error-message text (not the raw API error).
• Prompt Template: has no error concept; design the prompt with "If the data is insufficient, reply with 'I don't have enough information to answer.'"
• Retrieval: if zero results, return an explicit "no-results" marker instead of empty list; the agent should recognize and escalate.

Well-Architected mapping

• Reliability — tool-per-capability isolates failures: one broken action doesn't crash the whole conversation. Error-surfacing contract discipline keeps error messages user-safe.
• Performance — short return shapes cut LLM token usage; action chaining lets the model skip steps when data is already in session. Monolithic actions force the model to always do all work.
• Security — tools are the primary CRUD / FLS / callout surface. Every tool must be sharing-audited. Named Credentials keep secrets out of prompts.

Gotchas

See references/gotchas.md.

Testing

Per-tool unit tests (Apex invocable bulk cases) + conversation-level evals that exercise combinations. See skills/agentforce/agentforce-eval-harness.

Official Sources Used

• Salesforce Developer — Invocable Actions for Agents: https://developer.salesforce.com/docs/atlas.en-us.apexref.meta/apexref/apex_classes_annotation_InvocableMethod.htm
• Salesforce Help — Agentforce Actions: https://help.salesforce.com/s/articleView?id=sf.copilot_actions.htm
• Salesforce Help — Prompt Builder: https://help.salesforce.com/s/articleView?id=sf.prompt_builder.htm
• Salesforce Help — External Services for Agents: https://help.salesforce.com/s/articleView?id=sf.external_services.htm
• Salesforce Architects — Grounding Agents with Enterprise Data: https://architect.salesforce.com/