How Agentforce has handled over 1 million support requests (and counting).

Salesforce's Help Portal was once a maze of links in Australia and New Zealand. Faced with high and fluctuating support demands, but fixed team capacity, Salesforce evolved its fragmented, hard-to-navigate Help Portal into a fast, easy-to-use Agentforce-powered solution. The result? An agent that resolves 85% of all queries without any human intervention, so Support Engineers can focus their attention on high-value, more complex queries.

Built on Data Cloud and powered by the Atlas Reasoning Engine, Agentforce gives users clear, contextually-relevant answers grounded on Knowledge, and seamlessly transfers to Support Engineers when deeper technical expertise is needed. Every transfer includes full conversation context, making the hand-off process more efficient and collaborative. Plus we deliver a better customer experience too.

Support Engineers and product teams work together in a continuous feedback loop, with human feedback shaping agent behaviour and escalation paths. This test-learn-iterate model is at the heart of the Customer Zero approach. It’s driving smarter automation, stronger retention and better outcomes for both customers and the team.

Today, Agentforce on the Help Portal handles 53,000 requests each week. By freeing Support Engineers from repetitive, low complexity tasks, it has improved job satisfaction and helped keep top talent on board. CSAT scores also remain steady at 4.2 out of 5. Next, the team is refining prompts, tuning retrieval and preparing for voice conversations and scaled multilingual support. By taking a Customer Zero approach, they’re showing the region what great customer service looks like.