Salesforce Agentforce Demystified:  
Your Essential Guide 

Real-Time Case Management and Resolution
Salesforce Agentforce AI agents independently manage customer cases by:: 

• Classifying Cases: Agents use Natural Language Processing (NLP) to classify incoming cases based on priority, issue type, and complexity. 
• Routing Cases: By leveraging Salesforce’s Service Cloud and built-in automation rules, agents route cases to the appropriate service team or escalate them when necessary. 
• Resolving Repetitive Queries: Agents autonomously resolve routine issues such as password resets, order updates, and FAQs using knowledge base articles and pre-configured solutions. 
• Example: A customer inquiry about order delivery status triggers an Agentforce agent. The agent retrieves real-time delivery data from the CRM and provides an update within seconds—without requiring human intervention. 
  
  

Proactive Customer Engagement
Agentforce empowers businesses to move from reactive support to proactive customer engagement. 

• Agents monitor data signals in real time to anticipate customer needs. 
• They trigger automated communications, such as notifications about: 
• Service disruptions 
• Upcoming appointments 
• Subscription renewals 
• Order confirmations 
• Example: If an IoT-connected device reports a potential issue, an Agentforce agent automatically notifies the customer and schedules a maintenance appointment. 
  
  

Self-Service Enablement
By integrating with Salesforce Experience Cloud, Agentforce agents empower customers with AI-driven self-service portals: 

• Virtual agents assist customers in navigating support articles, FAQs, and troubleshooting guides. 
• Agents can seamlessly escalate cases to live agents when needed, ensuring a smooth omnichannel support experience. 
• Example: A customer struggling with product installation interacts with an Agentforce-powered chatbot. The agent guides them through the process using step-by-step instructions and escalates to a live representative if necessary. 
  
  

Automated Knowledge Base Management
Agentforce agents continuously analyse case resolutions and customer interactions to: 

• Identify gaps in the knowledge base. 
• Update existing solutions to reflect accurate, up-to-date information. 
• Recommend articles to support agents to enhance first-contact resolution rates. 
• Example: An agent detects recurring customer complaints about a specific issue. It flags the knowledge base for review and suggests adding a new resolution article. 
  
  

Agent Augmentation for Live Support
Salesforce Agentforce works alongside human agents to enhance productivity and decision-making during live interactions: 

• Agents surface contextual data like customer history, past interactions, and related knowledge articles. 
• They provide recommended actions and responses in real time, enabling faster issue resolution. 
• Example: During a chat with a customer, the agent detects the issue (e.g., billing confusion) and instantly surfaces a step-by-step resolution workflow for the live support representative.