Content
# Salesforce-Headless-Access-for-Agents-Agentforce-MCP-
This section explains how **different AI agents** (Voice, Service, SDR, etc.) interact with Salesforce using:
* **Headless 360 APIs**
* **MCP (Model Context Protocol)**
* **Agent Tools (function calling / actions)**
---
# 🧠 Core Concept
In a Headless architecture:
```text
Agent → MCP → Salesforce APIs → Business Logic Execution
```
* ❌ No Salesforce UI required
* ✅ Agents directly execute CRM operations
* ✅ Context-driven decision making
---
# 🔗 Access Layers
## 1. 🔹 Agent Layer (Agentforce)
Agents act as **primary users of Salesforce**.
Each agent:
* Understands intent (via LLM)
* Calls tools (functions)
* Executes actions via APIs
---
## 2. 🔹 MCP Layer (Context + Orchestration)
MCP provides:
* Unified customer context
* Tool abstraction
* Secure access to Salesforce APIs
---
## 3. 🔹 Salesforce Headless Layer
Exposes:
* Data (SObjects via REST API)
* Automation (Flows, Apex)
* Events (Platform Events)
---
# 🤖 Agent → Headless Access Patterns
---
# 📞 1. Voice Agent Access Pattern
## 🔁 Flow
```text
Voice Input → Speech-to-Text → Agent → MCP → Salesforce APIs → Response
```
---
## 🛠 Tools Used
| Tool | Purpose |
| ------------------ | ----------------- |
| getCustomerByPhone | Identify caller |
| getSubscriptions | Fetch plans |
| triggerRenewal | Execute renewal |
| logCallSummary | Store interaction |
---
## 🔗 API Mapping
| Tool | API |
| ------------------ | --------------- |
| getCustomerByPhone | SOQL Query |
| triggerRenewal | Flow API |
| logCallSummary | Case / Task API |
---
## 🧪 Example
```json
{
"tool": "getCustomerByPhone",
"input": { "phone": "+919999999999" }
}
```
→ MCP translates to:
```http
GET /services/data/v60.0/query?q=SELECT+Id+FROM+Contact+WHERE+Phone='9999999999'
```
---
# 💬 2. Service Agent (Chat) Access Pattern
## 🔁 Flow
```text
Chat Input → Agent → MCP Context → Resolution / Case → Salesforce
```
---
## 🛠 Tools Used
| Tool | Purpose |
| ---------------- | -------------- |
| createCase | Log issue |
| updateCaseStatus | Track progress |
| fetchKnowledge | Retrieve FAQ |
| escalateCase | Route to human |
---
## 🔗 API Mapping
| Tool | API |
| ---------------- | ------------------- |
| createCase | POST /sobjects/Case |
| updateCaseStatus | PATCH /Case |
| escalateCase | Omni-Channel / Flow |
---
## 🧪 Example
```json
{
"tool": "createCase",
"input": {
"subject": "Payment failed",
"priority": "High"
}
}
```
---
# 📈 3. SDR Agent Access Pattern
## 🔁 Flow
```text
Lead Event → Agent → Qualification → CRM Update → Task Creation
```
---
## 🛠 Tools Used
| Tool | Purpose |
| --------------- | ------------- |
| fetchLead | Get lead info |
| updateLeadScore | Score lead |
| createTask | Follow-up |
| scheduleMeeting | Book demo |
---
## 🔗 API Mapping
| Tool | API |
| --------------- | ----------- |
| fetchLead | GET /Lead |
| updateLeadScore | PATCH /Lead |
| createTask | POST /Task |
---
## 🧪 Example
```json
{
"tool": "updateLeadScore",
"input": {
"leadId": "00QXX",
"score": 90
}
}
```
---
# 🔁 4. Renewal Agent Access Pattern
## 🔁 Flow
```text
Scheduler/Event → Agent → Detect Expiry → Notify → Renew
```
---
## 🛠 Tools Used
| Tool | Purpose |
| ------------------------ | ----------------- |
| getExpiringSubscriptions | Identify renewals |
| sendReminder | Notify |
| applyDiscount | Offer |
| processRenewal | Execute |
---
## 🔗 API Mapping
| Tool | API |
| ------------------------ | ------------------------ |
| getExpiringSubscriptions | SOQL |
| processRenewal | Flow API |
| sendReminder | External API / Messaging |
---
---
# 🔗 MCP (Model Context Protocol) Details
## 🧠 Role of MCP
MCP acts as:
* Context aggregator
* Tool registry
* Secure execution layer
---
## 🔧 MCP Tool Definition Example
```json
{
"name": "getCustomerData",
"description": "Fetch customer details from Salesforce",
"input_schema": {
"type": "object",
"properties": {
"customerId": { "type": "string" }
}
}
}
```
---
## 🔁 MCP Execution Flow
```text
Agent → Tool चयन → MCP → API Call → Response → Agent
```
---
## 🧪 MCP Response Example
```json
{
"customer": {
"id": "003XX",
"name": "John Doe",
"plan": "Premium"
}
}
```
---
# 🛠️ Headless API Categories
---
## 📊 1. Data APIs
* Query (SOQL)
* CRUD on SObjects
```http
GET /services/data/v60.0/query
POST /services/data/v60.0/sobjects/{Object}
```
---
## ⚙️ 2. Automation APIs
* Flow execution
* Apex REST
```http
POST /services/data/v60.0/actions/custom/flow/{FlowName}
```
---
## 📡 3. Event APIs
* Platform Events
* Change Data Capture
```http
POST /services/data/v60.0/sobjects/Event__e
```
---
## 🔐 4. Auth APIs
* OAuth 2.0
```http
POST /services/oauth2/token
```
---
# 🔄 End-to-End Execution Example
```text
Customer Chat →
Agent detects "renew subscription" →
Calls MCP tool →
MCP calls Salesforce Flow →
Flow updates CRM →
Agent confirms to customer
```
---
# 🧠 Key Design Principles
* 🔌 API-first (Headless)
* 🧠 Context-driven (MCP)
* 🤖 Agent-executed workflows
* 🔐 Secure & governed
---
# 🚀 Summary
Salesforce Headless 360 enables:
* AI agents as **primary operators**
* MCP as **context + orchestration layer**
* APIs as **execution engine**
---
