App Security Leader Checkmarx Drives Customer Service Efficiency with Agentforce 360, Achieving 41% Faster Case Closures

Salesforce today announced that Checkmarx, the global leader in agentic AI-powered application security, is transforming its customer service operations with Agentforce 360.

Driving the news: Now in its second phase of Agentforce 360 deployment, Checkmarx has already achieved significant operational improvements that directly impact customer satisfaction and team efficiency. Checkmarx is taking a three-phased approach to deploying Agentforce 360:

Phase 1: Pilot Customer Service Use Cases

This phase established foundational Agentforce 360 capabilities to aid support engineers and minimize time to resolution (TTR) for routine cases. Key use cases included:

• Automated case summarization for faster context gathering
• Intelligent matching of similar cases to leverage past resolutions
• Sentiment analysis to proactively identify and prioritize escalations

Agentforce is transforming how we support customers by accelerating resolutions and freeing our team to focus on impact.

Chris Merritt, VP of Global Support for Checkmarx

From March to August 2025, Checkmarx achieved:

• 66% improvement in first contact resolution (FCR): FCR rose from 18% to 30%, enabling more customers to receive complete solutions on their first interaction.
• 41% faster case closures: Average time to resolution (ATR) decreased from 9.5 days to 5.6 days for support cases.
• Reduced case backlog: Despite consistent month-over-month increases in new case volume, overall backlog decreased.

Phase 2: Knowledge and Deflection

The focus shifts to advanced knowledge management and creation, providing broad insights from support data and developing an internal agent that consolidates knowledge from disparate sources, including those outside of Salesforce. The aim is to improve deflection even further and reduce TTR for more complex cases.

Phase 3: Customer Self-Service

The final stage will deploy ‌customer-facing agents, ideally integrated directly in app, leveraging the proven foundation built in Phase 2 to drive substantial case deflection.

Integrating Agentforce: To ensure Agentforce delivers accurate, validated responses, Checkmarx tapped into the full Agentforce 360 portfolio, which includes core Salesforce tools and proprietary business data:

• Custom prompt engineering: Using the Agentforce 360 Platform, Checkmarx tailored Agentforce prompts to focus on specific business data points and return responses in a consistent, structured format based on validated internal data.
• Automation with Flow and Apex:
  • Salesforce Flow is used to identify the relevant record population and ensure only the necessary data is stored in a well-organized structure.
  • Apex is leveraged to control the batch size and processing logic for the records that trigger the prompts.
• Data unification with Data 360: Checkmarx unifies multiple data sources to enhance AI insights and search capabilities with Salesforce’s hyperscale data engine.
• Security-first approach: Critical cybersecurity standards, including data masking and no-data retention, are maintained within Agentforce deployments to ensure data privacy and security.

“Agentforce is transforming how we support customers by accelerating resolutions and freeing our team to focus on impact,” said Chris Merritt, VP of Global Support for Checkmarx. “This aligns perfectly with our strategy to leverage agentic AI as a core component of the product experience in Checkmarx One. It’s important that we’re practicing what we preach. What we’ve done so far with Salesforce is just the beginning of a much larger AI vision for our Customer Support team and the developers that use our solutions.”

What’s next: Following its customer service success, Checkmarx plans to extend Agentforce across its sales and legal operations, from automated account summaries for Sales Development teams to contract summaries and intelligent legal document analysis.

The collaboration between the two companies is built on mutual trust and innovation. Salesforce uses Checkmarx’s application security technology as a critical layer of security for third-party applications entering its AppExchange marketplace, ensuring protection for its customers and ecosystem.

“Organizations that strategically embed AI into core business processes unlock extraordinary value,” said Itai Margalit, AVP of Sales at Salesforce Israel. “Checkmarx exemplifies how phased, thoughtful AI adoption with Agentforce can deliver measurable results. Their success demonstrates the mutual trust in our partnership: we secure our AppExchange with their technology while they transform their operations with ours.”

More information:

• Find more Agentforce customer stories and features
• Learn more about the Agentic Enterprise
• Explore agentic security customer stories and features from Checkmarx.