What is Agentforce?

Agentforce is Salesforce’s AI agent capability that helps you deploy digital agents across your business – from customer service and operations to sales support and internal workflows. Unlike a chatbot, an agent can take action (within defined guardrails): it can retrieve context, follow steps, update records, draft responses, and escalate when needed.

For most organisations, the biggest impact comes when agents are connected to trusted data and clearly-defined processes – so they can do useful work, not just answer questions.

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What can you do with Agentforce?

Here are common starting points we see work well:

Customer Support & Case Management

– Automatically triage, categorise and route incoming cases
– Summarise case history and recommend next steps for agents
– Draft consistent customer responses using knowledge articles
– Resolve simple enquiries or escalate complex issues to the right team

Sales & Account Assistance

– Generate account and opportunity summaries before meetings
– Suggest next best actions based on pipeline stage and activity
– Draft follow-up emails, call notes and internal updates
– Help sales teams quickly find relevant products, pricing and collateral

Internal Operations & Employee Service

– Provide an internal help assistant for IT, HR and operational queries
– Capture requests with the right information from the start
– Create and progress tasks, approvals and service requests
– Guide employees through internal processes and policies

Workflow Automation & Productivity

– Identify missing data blocking processes and prompt users to complete it
– Monitor records and trigger actions when conditions are met
– Assist users with complex processes through guided steps
– Surface risks, delays or exceptions requiring attention

Business Improvements Using Agentforce

30

%

Reduction in case handling time

+

27

%

Reduction in repetitive manual work

+

15

%

Increase in win rates

+

20

%

Faster pipeline movement

*Based on Salesforce AI and automation customer benchmarks

Find out more about Agentforce

Contact Us

How Xenogenix helps

We’ll help you design and deliver Agentforce in a way that’s safe, valuable and scalable.

Our approach typically includes:

  • Use-case discovery (where agents will create measurable value quickly)
  • Readiness review (data, knowledge, security, access, governance)
  • Agent design (roles, guardrails, escalation paths, success measures)
  • Build and configuration (Salesforce best practice, low-code first)
  • Testing and adoption (pilot, iterate, train users, measure outcomes)
  • Ongoing optimisation via our Managed Service (because AI is never “set and forget”)

Ready to explore Agentforce?

If you’re considering Agentforce or you just want more information, we’re happy to answer all your questions and get you set up. Simply fill out the form, or for immediate assistance, call us on 08456 525 625

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