{"id":67016,"date":"2025-04-28T16:16:39","date_gmt":"2025-04-28T06:16:39","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=67016"},"modified":"2025-04-28T16:16:40","modified_gmt":"2025-04-28T06:16:40","slug":"agentforce-use-case","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/au\/blog\/agentforce-use-case\/","title":{"rendered":"8 Questions to Build Your First Agentforce Use Case"},"content":{"rendered":"\n

Thinking about integrating Agentforce<\/a> into your business? Smart move\u2014it\u2019s a game changer! But before you dive in, you need a solid approach to ensure Agentforce truly works for your team and customers. That\u2019s where a use case workshop comes in. Think of it as your game plan, mapping out exactly how Agentforce can improve your workflows, eliminate friction, and drive real results.
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Set the Stage<\/strong><\/h2>\n\n\n\n

First things first, let\u2019s get the basics down. Here’s what you’ll need to prepare for a use case workshop.<\/p>\n\n\n\n

Gather a Diverse Team<\/strong><\/h4>\n\n\n\n

Pull together a mix of technology and business experts who deeply understand your business challenges and have a clear vision for how AI or Agentforce can help solve them. Whether your team is fully committed to Agentforce or still exploring its potential, diverse perspectives will help uncover the best use cases for your business.<\/p>\n\n\n\n

Identify the Key Jobs to Be Done<\/strong><\/h4>\n\n\n\n

Before jumping into specific use cases, let\u2019s take a step back. What are the everyday challenges your team or customers run into? Spotting those pain points is key to figuring out where Agentforce can make the biggest impact. Take our Salesforce Help<\/a> portal, for example. We focused on making troubleshooting easier and improving access to knowledge, so customers could find answers faster. We\u2019ll dive deeper into how to identify the best opportunities later, but for now, start thinking about where things could run smoother in your world.<\/p>\n\n\n\n

Understand Your Data<\/strong><\/h4>\n\n\n\n

Have a general understanding about what data your business has access to. Is your data clean and accessible? Where does it live (enterprise systems, spreadsheets, PDFs, emails, websites, Salesforce, etc.)? Are there any gaps of information or data that would make the experience better?<\/p>\n\n\n\n

Nail these down, and you\u2019ll be ready to explore how Agentforce fits in.<\/p>\n\n\n\n

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How does our Agentforce perform?<\/h2>\n\t\t\t\t\t\t\t

See how Agentforce powers customer service for Salesforce.<\/p>\n\t\t\t\n\t\t\t\n\t\t\t\t\t\t\t

\n\t\t\t\t\tView the dashboard<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\t
\n\t\t\t\t\t<\/div>\n\t<\/div>\n\n\t\n\t\t\t\n\t\t\"\"\n\n\t\t\n\t\t\t\t\t\"\"\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\t\t\t\"\"\n\t\t\n\t<\/div>\n\n\n\n

Ask and Ideate<\/strong><\/h2>\n\n\n\n

To really kick your creativity into high gear, you\u2019ve got to ask the right questions. Dive into your customer journey to find Agentforce opportunities. Here are our top questions to get going:<\/p>\n\n\n\n

1. What are the \u201cstickiest\u201d moments in your customer journey? <\/strong><\/h4>\n\n\n\n

These pivotal moments define your customer experience. Find where improvements are needed to narrow down where Agentforce can shine.<\/p>\n\n\n\n

2. Who are the key individuals or roles that play a part in your customer journey?<\/strong><\/h4>\n\n\n\n

Figuring out what they need and what challenges they face can really show you how Agentforce can help out. For instance, are you looking at internal personas, like sales agents or customer service representatives, or are you thinking about customers shopping on your website?<\/p>\n\n\n\n

3. What work should take less than 5 minutes and doesn\u2019t today?<\/strong><\/h4>\n\n\n\n

Think about those small, repetitive tasks that add up over the course of the day. Maybe it\u2019s simple tasks like resetting customer passwords or sharing the latest product documentation. These are prime spots for Agentforce to step in and free up time for the bigger, more important things. <\/p>\n\n\n\n

4. What work requires the most back and forth?<\/strong><\/h4>\n\n\n\n

Navigating multiple systems can reduce productivity and open the door for information to be lost in translation. Interactions like these are a sign that your current systems need help. Agentforce can streamline communication and speed up issue resolution.<\/p>\n\n\n\n

5. Where are the most customer to employee (or employee to employee) handoffs happening?<\/strong><\/h4>\n\n\n\n

Frequent handoffs can cause delays. Agentforce can smooth out these transitions, making it easier for customers and employees to get what they need, fast.<\/p>\n\n\n\n

6. What kinds of information would you like to have immediate, at-a-glance, access to?<\/strong><\/h4>\n\n\n\n

Quick access to crucial information can boost decision-making and responsiveness. Agentforce offers a unified view of customer profiles, real-time analytics, and more.<\/p>\n\n\n\n

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The AI Blueprint: Lessons from ANZ business Trailblazers<\/h2>\n\t\t\t\t\t\t\t

AI is transforming industries faster than ever, delivering more than just efficiencies by driving growth, enhancing customer experiences, and empowering teams. This playbook shares insights from 280+ ANZ executives and seven trailblazing leaders.<\/p>\n\t\t\t\n\t\t\t\n\t\t\t\t\t\t\t

\n\t\t\t\t\tGet the report<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\t
\n\t\t\t\t\t<\/div>\n\t<\/div>\n\n\t\t\t
<\/div>\n\t\n\t\t\t\n\t\t\"\"\n\n\t\t\n\t\t\t\t\t\"\"\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\t\t\t\"\"\n\t\t\n\t<\/div>\n\n\n\n

Now, let\u2019s take it up a notch and think about how Agentforce can fit into these moments.<\/strong><\/h3>\n\n\n\n

7. What agent characteristics are most important to your use case?<\/strong><\/h4>\n\n\n\n

Consider traits like persistent, personalised, proactive, on-demand, scalable, or accurate. Agentforce can take on many characteristics simultaneously to meet your business needs.<\/p>\n\n\n\n

8. What agent functions are most important? <\/strong><\/h4>\n\n\n\n

Agentforce excels in areas like administrative tasks, knowledge curation, insight analysis, personal concierge services, and step-by-step tasks. Focus on repetitive tasks that need speed and precision, freeing up time for creative work.<\/p>\n\n\n\n

Put It All Together<\/strong><\/h2>\n\n\n\n

So how do we piece all of this together into a use case? <\/strong>We always follow the same template when crafting an official Agentforce use case. Use all your brainstorming above to write out your Agentforce use cases into one concise format. Here are a few templates:<\/p>\n\n\n\n