{"id":12409,"date":"2026-09-14T13:00:00","date_gmt":"2026-09-14T20:00:00","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=12409"},"modified":"2026-09-30T18:12:32","modified_gmt":"2026-09-30T10:12:32","slug":"meet-your-digital-teammate-for-service-agent","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/ap\/blog\/meet-your-digital-teammate-for-service-agent\/","title":{"rendered":"Meet Your Digital Teammate, Casey: Spotlight on Service"},"content":{"rendered":"\n
\n
Try Agentforce<\/a><\/div>\n<\/div>\n\n\n\n

<\/p>\n\n\n\n

<\/p>\n\n\n\n

It’s 9 p.m., your shop front is closed and a customer just typed "where’s my order" into your chat window. A few years ago, that question sat there until morning. Now it gets answered on the spot by a help agent. If you’ve been wondering what a digital teammate<\/a> for small business is or whether it’s realistic for a small team, this is the plain-language version.<\/p>\n\n\n\n

Small businesses haven’t got the luxury of a 24-hour support desk, but customers still expect fast, real answers. That gap is exactly what an AI help agent like Casey is built to close. Below, we’ll cover what Casey does, how it works and why it’s worth a look if service has been eating more of your day than you’d like.<\/p>\n\n\n\n

What’s a help agent for small businesss? <\/h2>\n\n\n\n

Casey<\/a> is the friendly name for a Help Agent<\/a>, a prepackaged AI service help agent built to resolve customer issues from start to finish, not just point people to an FAQ page. It’s grounded on your own Salesforce knowledge, so answers come from your actual policies and product details, not a generic script. You can also drag in files or point it at web pages to crawl and preview how it responds before it ever talks to a real customer.<\/p>\n\n\n\n

How the AI help agent works<\/h2>\n\n\n\n

Getting a service agent running<\/a> doesn’t take a development team. Set-up happens from a single screen and the agent deploys in minutes across voice, web, portal and messaging channels at once. Out of the box, Casey can answer common questions and manage cases, with additional actions available for things like order management and appointment scheduling.\u00a0<\/p>\n\n\n\n

Because it’s built with Agentforce<\/a>, it works from the same customer data your team already sees, so when a case does need a human, whoever picks it up has full context instead of starting from zero.<\/p>\n\n\n\n

Here’s what that set-up actually gives you:<\/p>\n\n\n\n