The old approach \u2014 hiring more staff and making customers wait on hold with 20 minutes of soft jazz \u2014 isn\u2019t just outdated. It\u2019s broken and costly.<\/p>\n\n\n\n
That\u2019s where digital labour like Agentforce<\/a> comes in. These AI agents aren\u2019t here to replace human service \u2014 they\u2019re here to make it better. Powered by your own data and operating within your trusted guardrails, Agentforce handles both routine and complex cases, delivers accurate, personalised answers, and knows exactly when to hand things off to a human.<\/p>\n\n\n\n With the latest generation of AI agents powered by Agentforce, your team can focus on what they do best: solving meaningful problems and building stronger customer relationships. The payoff? Lower costs, faster resolutions, and better experiences across the board. Let\u2019s take a closer look.<\/p>\n\n\n\n Want to get the most out of digital labour? Our exclusive guide covers the best practices you need to know.<\/p>\n\t\t\t\n\t\t\t\n\t\t\t\t\t\t\t Let’s be honest\u200c \u2014 \u200cevery business leader is looking at their bottom line. But service leaders face a different reality. They’re not optimising costs in a vacuum. Their business is built on human connection, understanding a customer’s frustration, and showing genuine care when things go wrong. Your customers don’t care that you’re juggling budgets or dealing with staffing challenges. They want answers fast, solutions that work, and interactions that feel personal. That’s a tall order when your team is already stretched thin.\u00a0AI agents powered by Agentforce offer a solution that meets customer expectations and cost goals \u2014 a rarity that now possible. They don’t just slash operational costs \u2014 they elevate the entire customer service experience<\/a>.<\/p>\n\n\n\n AI flips the script entirely. Agentforce can take care of routine and complex issues, pull up customer history to personalise responses, and work 24\/7 without burning out. But here’s the kicker\u200c \u2014 they\u2019re there to help your reps to do their jobs better, not replace them.<\/p>\n\n\n\n Agentforce gives reps the info they need, right when they need it. It accesses past conversations, suggests next steps, surfaces relevant knowledge base articles<\/a>, and even drafts responses \u2014 so reps aren\u2019t left scrambling. That means less time spent digging, and more time actually helping customers.<\/p>\n\n\n\n When reps have that kind of time and focus, they can dig into the work that truly makes an impact \u2014 tackling complex issues, strengthening customer relationships, and finding new ways to add value. And it matters: 85% of service leaders<\/a> say their teams are now expected to drive a greater share of revenue.<\/p>\n\n\n\n Organisations today face a perfect storm. Customer expectations are higher while economic pressures demand efficiency and cost control. In this world of staffing shortages and tight budgets, Agentforce delivers the digital support teams need to stay efficient and responsive.<\/p>\n\n\n\n We\u2019ve seen the impact firsthand ourselves. Salesforce\u2019s Help page<\/a> has more than 740,000 articles \u2014 a valuable but vast resource that can be challenging to navigate quickly. Agentforce understands the problem and takes action, surfacing the right answers in a natural, conversational way \u2014 and it\u2019s working. So far, it\u2019s resolved 83% of cases<\/a> without any human assistance.<\/p>\n\n\n\n Questions surrounding AI agents are worth taking seriously. Can the technology actually represent your brand properly? Can it provide the same level of support your customers expect? These aren’t unreasonable concerns \u200c \u2014 \u200c they’re smart questions that deserve real answers.<\/p>\n\n\n\n Agentforce taps into real-time data from Salesforce and other systems through Data Cloud<\/a>, so it gets the full picture of your customer\u2019s journey and delivers personalised service at scale. This means it understands case context, knows your customers, and can tell when it\u2019s time to bring in a human. It\u2019s not here to replace your customer service voice<\/a> \u2014 it\u2019s here to amplify it. And even when a human rep isn\u2019t involved, you can count on Agentforce to keep the service experience feeling just right.<\/p>\n\n\n\n What makes Agentforce really stand out, though, are the guardrails in place that protect your data. Agentforce is committed to maintaining the highest standards of data security and privacy, using advanced encryption methods to protect data both in transit and at rest. A key part of how Salesforce works differently \u200cis the trust layer<\/a> that guards your data.\u00a0(Back to top<\/a>)<\/p>\n\n\n\n You’re sold on AI. Now it\u2019s time to turn that excitement into action. With the right approach, organisations can move from idea to implementation with confidence, building momentum step by step..<\/p>\n\n\n\n Success with AI is about having the right building blocks in place. Get the following fundamentals right, and AI can become a workforce multiplier for your team.<\/p>\n\n\n\n Your AI is only as smart as the data you give it. That includes both structured and unstructured data. Structured data like case records and product info helps with clear context. Unstructured data \u2014 things like chat transcripts, emails, and notes \u2014 captures the real conversation. Interaction data is especially valuable because it shows how customers actually communicate and what they need. That\u2019s why it\u2019s so important to ground your AI in a solid knowledge base<\/a> and connect it to your customer service management platform<\/a>, so it has full context for every interaction.<\/p>\n\n\n\n Think of your knowledge base as your AI’s training manual. The better organised your information is, the smarter your AI becomes. This means keeping customer and product information current, and making sure your knowledge base reflects the latest in your service practices.<\/p>\n\n\n\n For instance, in Service Cloud<\/a>, AI agents get a complete view of each customer relationship. That’s how you go from generic responses to conversations with Agentforce that feel genuinely helpful.<\/p>\n\n\n\n AI isn’t a one-size-fits-all solution. Some organisations have the data and systems in place to go full throttle. If that\u2019s not you, don\u2019t worry. There\u2019s an on-ramp for everyone. Here\u2019s where the Salesforce platform changes the game. Instead of cobbling together disconnected tools and hoping they work together, you get a fully integrated ecosystem. AI agents can access everything they need across Service Cloud, Sales Cloud<\/a>, and Marketing Cloud<\/a> \u2014 from customer data and case histories to product catalogues and support articles. It\u2019s all connected in one metadata-driven platform, giving your AI the full context to deliver smarter, faster service.\u00a0<\/p>\n\n\n\n This integration is what makes AI agents built with Agentforce so effective in the flow of work. Agentforce shows up in the critical moments that make or break customer experiences. When a complex case needs to be transferred, AI-powered tools like Work Summaries provide contextual information so the receiving agent knows exactly what’s happening. When a rep is troubleshooting a technical issue, Service Rep Assistant can surface relevant solutions in real-time.<\/p>\n\n\n\n With Service Cloud, AI agents do more than just respond. They\u2019re powered by the full Salesforce platform to understand context, personalise every interaction, and offer smart recommendations based on a complete view of the customer.<\/p>\n\n\n\n The best part about AI agents providing much-needed digital labour? Your customer service reps get to be problem-solvers again. Instead of reading scripts for password resets, they’re handling complex technical issues, managing escalated situations, and building relationships with high-value customers.<\/p>\n\n\n\n As your reps prepare themselves for this next phase of work, consider free online training from resources like Trailhead<\/a> to sharpen their AI skills. Invite them to join the Serviceblazer Community on Slack<\/a> where they can meet other service professionals learning to work with this new technology. (Back to top<\/a>)<\/p>\n\n\n\n Watch Agentforce for Service resolve cases on its own, deliver trusted answers, engage with customers across channels and seamlessly hand off to human service reps.<\/p>\n\t\t\t\n\t\t\t\n\t\t\t\t\t\t\t The most exciting part of this transformation isn’t theoretical \u200c \u2014 \u200c it’s happening right now. New AI tools are launching that make sophisticated customer service automation accessible to organisations of any size.\u00a0<\/p>\n\n\n\n Agentforce for Service<\/a> is our new and improved AI solution tailor-made for service organisations, providing AI-powered assistance along every step of the customer journey. Tools to manage customer inquiries, track service requests, and ensure that customer issues are resolved efficiently, Agentforce for Service is perfect for businesses that need to enhance their customer service capabilities and provide a seamless support experience. This isn’t just automation\u200c \u2014 \u200cit’s an orchestration of every moment that matters in customer service<\/a>.\u00a0<\/p>\n\n\n\n Agentforce for Service works right in the flow \u2014 with embedded actions and an intuitive, agentic experience built for getting things done. And with Agentforce for Service, you get unlimited access to the new internal Employee Agent. This next evolution delivers an AI assistant for your reps that\u2019s always on, 24\/7. <\/p>\n\n\n\n Agentforce is Salesforce’s comprehensive cross-cloud agentic platform that brings AI agents to every part of your business operations. It’s the umbrella solution that powers intelligent automation across sales, marketing, commerce, and beyond.<\/p>\n\n\n\n While Agentforce for Service focuses specifically on transforming your customer support operations with purpose-built service agents, Agentforce itself extends that same agentic intelligence across your entire Salesforce ecosystem. Or more simply: Agentforce for Service handles your customers. Agentforce handles everything else.<\/p>\n\n\n\n Agentforce 1 Service Edition<\/a> gives you everything<\/em> you need to scale AI across your customer service operation \u2014 all in one seamless package. It brings together Agentforce with Sales and Service Cloud, so your team can manage and automate customer interactions across channels without juggling disconnected tools or worrying about usage caps on allotments. Every feature is available whenever you need it, with the flexibility to scale AI across your team, hassle-free.<\/p>\n\n\n\n Here\u2019s what\u2019s inside:<\/p>\n\n\n\n With Agentforce 1 Service Edition, your team gets everything it needs to deliver personalised, efficient service at scale \u2014 powered by AI, grounded in trust, and built to grow with you.<\/p>\n\n\n\n When your team gets the intelligence they need, your customers get the experience they deserve. And your organisation gets the competitive edge that comes from making both possible.What you’ll learn:<\/h3>\n\n\n\n
\n
Prepare your org for Agentforce<\/h2>\n\t\t\t\t\t\t\t
![\"\"](\"https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/offer-block\/offer-illustration-layout-twelve.png\")
\n\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t<\/div>\n\n\n\nWhy AI matters now more than ever<\/h2>\n\n\n\n
Every efficiency gain in service has to preserve \u200c \u2014 hopefully even enhance \u200c \u2014 \u200c the human element that customers\u200c value. Our research finds 88% of customers<\/a> say good service makes them likely to return as customers. That means tomorrow\u2019s success rests on today\u2019s service.\u00a0<\/p>\n\n\n\nAI changes the game<\/h3>\n\n\n\n
The pressure is real<\/h3>\n\n\n\n
Bridging the trust gap <\/h3>\n\n\n\n
Unlock AI with Service Cloud<\/h2>\n\t\t\t\t\t\t\t
Your AI is only as strong as the data it’s built on. Agentforce for Service agent’s are built on trusted, secured data to safely maximise the power of AI.<\/p>\n\t\t\t\n\t\t\t\n\t\t\t\t\t\t\t![\"\"](\"https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/offer-block\/offer-illustration-layout-four.png\")
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\n\t\t\n\t<\/div>\n\n\n\nGetting started with AI in service<\/h2>\n\n\n\n
Knowledge and data<\/h3>\n\n\n\n
Building on what you have<\/h3>\n\n\n\n
Take a regional utilities provider that uses a knowledge management system<\/a> to help reps handle service outages and billing questions. With Agentforce, an AI agent can tap into that same knowledge base to guide customers through self-service<\/a> \u2014 like checking outage status or updating payment methods \u2014 and escalate to a human when needed. The customer experience stays consistent, but it\u2019s quicker for customers and takes pressure off the support team
No matter where you\u2019re starting, you\u2019re not starting from scratch. AI is all about augmenting your existing processes, not replacing them entirely. Your current processes \u200c lay the foundation of AI for customer service<\/a>.\u00a0<\/p>\n\n\n\nPlatform power<\/h3>\n\n\n\n
Elevating your team<\/h3>\n\n\n\n
Meet Agentforce for Service<\/h2>\n\t\t\t\t\t\t\t
![\"\"](\"https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/offer-block\/offer-illustration-layout-five.png\")
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\n\t\t\n\t<\/div>\n\n\n\nThe next wave of Agentforce is here<\/h2>\n\n\n\n
Agentforce for Service<\/h3>\n\n\n\n
Let\u2019s consider this customer experience to envision Agentfore for Service in action:<\/p>\n\n\n\n\n
Agentforce<\/h3>\n\n\n\n
Agentforce 1 Service Edition<\/h3>\n\n\n\n
\n
The right time, the right partner<\/h3>\n\n\n\n
Salesforce is continuously innovating based on customer feedback and customer success. Our current slate of AI agents \u2014 through Agentforce \u2013 usher in faster response times, higher customer satisfaction scores, and teams that can focus on their customers.\u00a0The next wave of AI agents is here. Organisations that move now aren’t just implementing new technology \u2014 they’re positioning themselves to lead in an era where exceptional service defines competitive advantage.\u00a0(Back to top<\/a>)<\/p>\n\n\n\n
![\"\"](\"https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/offer-block\/offer-illustration-layout-fourteen.png\")
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\n\t\t\n\t\t\n\t\t\n\t<\/div>\n","protected":false},"excerpt":{"rendered":"