Advanced Salesforce AI Solutions: Agentforce In Action
- CRM Science
- Dec 18, 2024
- 2 min read
As with all things Salesforce, CRM Science is an early adopter of Agentforce. We have been focused on training, certification, and enablement to allow our team to assist our clients, whether they need enterprise or ISV assistance.
The Use Case
One of our recent Einstein and Agentforce projects involved an ongoing client eager to implement AI-enabled features. This client is a rapidly growing mid-market tech startup that offers 24/7 support. By deploying Einstein and Agentforce, the client reduced the time spent on manual reviews, improved the responsiveness of their support team, and ensured team members were quickly updated on the status of support tickets.
The solution
The CRM Science team collaborated with the client to enhance its customer service capabilities by integrating advanced AI solutions into their Salesforce environment. Leveraging Salesforce Einstein, we developed a system that automatically creates case summaries and generates knowledge articles based on grounded case data. This implementation allows for quick extraction of essential information from customer cases, enabling service agents to access concise summaries without manually sifting through extensive details. The generated knowledge articles enrich the company’s knowledge base, providing valuable resources for resolving future cases more efficiently.
The team also utilized Agentforce to build a customized Service Agent to simplify the case review process. This tool empowers reviewers to quickly understand case statuses by providing summarized overviews and identifying potential solutions. Additionally, it facilitates proactive communication by alerting service staff about case statuses and updates.
Salesforce Collaboration
CRM Science also collaborated with the Salesforce technical team on this project because it represented a common use case that Salesforce could integrate into its offering. As a result, the prompts that CRM Science developed are being deployed throughout Salesforce as part of its book of prompts. As a trusted Salesforce partner, CRM Science has joined with Salesforce to tackle Einstein and Agentforce projects.
What is Agentforce?
Agentforce is a proactive, autonomous AI application that provides specialized, always-on support to employees or customers. You can equip Agentforce with any necessary business knowledge to execute tasks according to its specific role. Agentforce engages customers autonomously across channels 24/7 in natural language and can resolve cases swiftly and accurately because every answer is grounded in trusted data. You can easily set up prebuilt skills to enable Agentforce to assist customers within minutes or customize it quickly using a low-code approach. Additionally, you can define clear security guidelines and specify conditions under which it should seamlessly escalate matters to human employees.
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Great read — the way you explain how Agentforce and Einstein are being used to automate case summarisation, generate knowledge articles and drive proactive support really shows how strategic AI in Salesforce can create measurable outcomes. The case study of the 24/7 support client and how AI reduced manual review time while improving responsiveness is particularly compelling.
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