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💡 Salesforce Flex Credits for Agentforce: A Game-Changer in AI-Powered Customer Engagement


by: Ciaran McCullagh (COO)
by: Ciaran McCullagh (COO)

Salesforce is rewriting the rules of how businesses deploy and pay for AI-powered agents with Flex Credits for Agentforce. Whether you're a Salesforce partner, a CIO, or simply someone trying to make sense of all the new AI tools in the market, here's a straightforward explanation of what Flex Credits are, why they matter, and how they can help your organisation scale smarter and spend more efficiently.


🤖 What is Agentforce?


Agentforce is Salesforce’s AI agent platform, designed to help businesses automate and streamline interactions across customer service, sales, employee support, and more. Instead of using generic bots, Agentforce enables companies to build intelligent, task-driven AI agents, like virtual service reps, sales coaches, or IT assistant that can perform real work inside your Salesforce instance.


🧮 What Are Flex Credits?


Flex Credits are Salesforce’s new way to pay for AI agent usage in Agentforce. Think of them as a flexible currency that can be used for specific actions your AI agents perform.



🔍 Key Facts:


  • 1 Action = 20 Flex Credits

  • 100,000 Flex Credits = $500

  • Sandbox usage costs less: 16 credits per action instead of 20.


So instead of paying a flat fee per conversation (the old model), you're now billed based on what your agents actually do—like scheduling an appointment, summarising a case, or retrieving a knowledge article.


🆚 Conversations vs. Flex Credits: What's Changed?

Previously, Agentforce charged per conversation a flat $2 fee regardless of what happened in the chat. That made budgeting simple but didn’t always reflect the real value delivered, especially when some conversations involved more complex tasks.



Now with Flex Credits, you're charged based on actions, not just talk. This shift brings three major benefits:


📊 Why Flex Credits Matter for Your Business 


✅ Cost Efficiency

Customers are already reporting 20–50% cost savings with Agentforce and Flex Credits. You only pay when an agent does something meaningful—no charges for idle chit-chat or testing.


🔄 Adaptability

As your AI strategy evolves, Flex Credits scale with you. Add more agents, pilot new use cases, and fine-tune performance without needing to renegotiate contracts or swap SKUs.


🔍 Transparency

Track every credit used in your Digital Wallet. You’ll know exactly which agent did what, when, and how much it cost, perfect for budget forecasting and ROI tracking.



🧠 Want to know how many credits you’ll need? Use Salesforce’s ROI Calculator to estimate usage and plan your investment wisely.


ROI Calculator to estimate usage 
ROI Calculator to estimate usage 

📁 Real-World Example: How Flex Credits Work


Let’s say your AI agent helps a customer schedule a service appointment:


  1. Identify Customer by Email – 20 Credits

  2. Retrieve Service Types – 20 Credits

  3. Get Available Time Slots – 20 Credits

  4. Book the Appointment – 20 Credits


Total: 80 Flex Credits = $0.40


That’s significantly less than the $2 you’d pay under the old conversation model, and you know exactly what you’re paying for.




📌 Getting Started


You’ll need a few Salesforce foundational SKUs (at no extra cost) and can buy Flex Credits either:


  • Pre-purchased in bulk,

  • Pay-as-you-go, or

  • Committed over time as part of a larger investment.


Once set up, your Flex Credits work across different environments (production and sandbox) and agent templates—like SDR, Service, Employee Support, and more.



🎯 Final Thoughts


The new Flex Credits system gives Salesforce customers more control, clarity, and cost-effectiveness when rolling out AI agents. It aligns spending with the actual value AI brings to your business—a win-win for both innovation and the bottom line.


If you’re already using Salesforce or exploring AI solutions, Flex Credits could be your ticket to scaling AI with confidence.


🚀 Ready to Start Your AI Transformation?


Whether you're automating service, empowering your sales team, or streamlining internal support, the time to start is now.


👉Contact us today to launch your first Agentforce use case and lead the way in AI-powered engagement.


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