AI agents that act inside the boundaries you set
Agentforce for service, sales and operations — agents grounded in your data, given the actions they need and the limits they must not cross, and handing off to people when they should.
An AI agent is a new member of staff with access to your systems. We treat it that way: a clear job, the right permissions, supervision while it learns, and a record of everything it does.
From first use case to agents in production
The four areas every Agentforce engagement covers — starting small, and scaling on evidence.
Use-case discovery & readiness
The requests and tasks worth automating first, ranked by volume and risk, and an honest check of whether the data, knowledge and permissions behind them are ready.
Agent design — topics & actions
Each agent given its topics, instructions and the actions it may take — flows, Apex, APIs and MuleSoft integrations — and nothing beyond them.
Prompt Builder & knowledge grounding
Prompt templates grounded in your records, knowledge articles and Data Cloud, so answers come from your facts rather than from the model's guesses.
Trust Layer, testing & monitoring
The Einstein Trust Layer configured for masking and audit, agents tested against realistic conversations before launch, and their performance monitored after it.
From pilot to scale
Pick one well-bounded use case
High in volume, clear in its rules and low in the cost of a wrong answer — the right first job for an agent.
Prepare data and knowledge
Clean the records, fill the gaps in knowledge and set permissions, because an agent is only as good as what it can read.
Build and test the agent
Topics, actions and guardrails configured, then tested against a broad set of real-world prompts, edge cases included.
Launch with a human in the loop
Go live on one channel with escalation to people, and review conversations closely in the early weeks.
Measure and scale
Track resolution, escalation and satisfaction, then extend to the next use case on the evidence.
Where agents earn their keep first
Good first agents take on work that is frequent, well documented and easy to hand to a person when it goes beyond them.
- Service — order status, returns and account changes
- Sales — lead qualification and meeting booking
- Sales coaching and deal preparation
- Field service — scheduling and job summaries
- Employee help — HR and IT questions in Slack
- Commerce — guided product discovery
Before you start
Is our data safe with Agentforce?
The Einstein Trust Layer masks sensitive data before it reaches a model, and Salesforce's agreements with its model providers include zero data retention. We configure those controls, and the agent's permissions, so it reaches only what it needs.
What happens when an agent cannot help?
It hands the conversation to a person — through Omni-Channel routing in Service Cloud, for example — with the history attached, so the customer never has to repeat themselves.
Where should we start?
With one use case that is high in volume and low in risk. Proving value there builds the confidence, and the data discipline, to take on the next one.
Where we have done this before
- View detailsAI agents & customer self-servicePackaging8 min read
One AI service agent for orders, invoices, pricing and support
A global leader in consumer packaging, industrial products, protective packaging and packaging supply chain services
B2B buyers had to call or email customer service for order status, invoice copies, pricing and stock. We built an Agentforce Service Agent for the customer’s website that verifies each buyer and answers from live Salesforce and ERP data — ten subagents in one conversation, with a human handoff when it is needed.
- Orders, tracking, invoices, pricing and stock answered in chat
- Live ERP data, not a cache
- Verified identity and handoffs with a visible wait time
Keep reading
All 8 Salesforce products →Sales Cloud
Leads, accounts, opportunities, activities and sales operations brought into one connected Salesforce platform — built around how your team actually sells.
Read moreServeService Cloud
Case management, omni-channel routing, knowledge and field service — so every agent sees the whole customer, on every channel.
Read moreEngageMarketing Cloud
Audiences, journeys, campaigns and analytics brought into one connected Salesforce platform — built around how your team actually reaches customers.
Read moreGrow faster than you ever imagined
Tell us which platform you are standing up, migrating off or trying to make behave. We will come back with the engineers, the model and a realistic sequence.