{"id":89618,"date":"2025-09-18T05:00:00","date_gmt":"2025-09-18T12:00:00","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=89618"},"modified":"2025-09-18T06:49:06","modified_gmt":"2025-09-18T13:49:06","slug":"first-year-agentforce-customer-zero","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/news\/stories\/first-year-agentforce-customer-zero\/","title":{"rendered":"From Pilot to Playbook: What We Learned from Our First Year Using Agentforce"},"content":{"rendered":"\n<div class=\"wp-block-group is-style-shadow-box is-style-takeaways\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<h2 class=\"wp-block-heading has-black-color has-text-color has-link-color wp-elements-471ecb11ca02c2e7ea813f9dd3857484\" id=\"h-key-takeaways\">Key Takeaways<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li><em>Salesforce&#8217;s &#8220;Customer Zero&#8221; initiative with Agentforce revealed critical lessons in agent testing, data fidelity, and human-AI partnership, leading to significant improvements in sales productivity and customer service.<\/em><\/li>\n\n\n\n<li><em>Agentforce&#8217;s success hinges on telling agents what to achieve, not how; ensuring data consistency through governance and consolidation; and integrating agents seamlessly into the flow of work to deliver a consumer-grade experience.<\/em><\/li>\n<\/ul>\n<\/div><\/div>\n\n\n\n<p>It started out simply enough. A customer who\u2019d signed up for a Slack webinar was contacted by an <a href=\"https:\/\/www.salesforce.com\/agentforce\/ai-agents\/\" target=\"_blank\" rel=\"noreferrer noopener\">AI agent<\/a> for a sales follow-up. The customer expressed dissatisfaction with the webinar experience in response to the opening line &#8220;hope you enjoyed the webinar you recently attended,&#8221; explaining that their expectations weren&#8217;t met, topics weren&#8217;t covered, and more.<\/p>\n\n\n\n<p>The agent addressed the complaint, apologized, and then offered relevant information to address the prospect\u2019s concerns \u2014 not a generic response. Then it was able to seamlessly pivot the interaction back to Sales and have a productive conversation that closed a deal. This flip from a complaint to a genuine opportunity would have been impossible just one year earlier.<\/p>\n\n\n<div class=\"wp-block-image__wrapper\">\n<figure class=\"wp-block-image size-large prevent-download\"><a href=\"#\" class=\"wp-block-image__modal-toggle\" aria-expanded=\"false\" data-modal-id=\"89639-modal\"><span class=\"screen-reader-text\">Open Image Modal<\/span><img loading=\"lazy\" decoding=\"async\" height=\"576\" width=\"1024\" src=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2025\/09\/Salesforce_-Lean-Agentic-Playbook-Our-C0-Story.png?w=1024\" alt=\"\" class=\"wp-image-89639\" srcset=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2025\/09\/Salesforce_-Lean-Agentic-Playbook-Our-C0-Story.png 1920w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2025\/09\/Salesforce_-Lean-Agentic-Playbook-Our-C0-Story.png?w=300&amp;h=169 300w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2025\/09\/Salesforce_-Lean-Agentic-Playbook-Our-C0-Story.png?w=768&amp;h=432 768w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2025\/09\/Salesforce_-Lean-Agentic-Playbook-Our-C0-Story.png?w=1024&amp;h=576 1024w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2025\/09\/Salesforce_-Lean-Agentic-Playbook-Our-C0-Story.png?w=1536&amp;h=864 1536w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2025\/09\/Salesforce_-Lean-Agentic-Playbook-Our-C0-Story.png?w=264&amp;h=149 264w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2025\/09\/Salesforce_-Lean-Agentic-Playbook-Our-C0-Story.png?w=500&amp;h=281 500w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2025\/09\/Salesforce_-Lean-Agentic-Playbook-Our-C0-Story.png?w=678&amp;h=381 678w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2025\/09\/Salesforce_-Lean-Agentic-Playbook-Our-C0-Story.png?w=150&amp;h=84 150w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2025\/09\/Salesforce_-Lean-Agentic-Playbook-Our-C0-Story.png?w=314&amp;h=177 314w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2025\/09\/Salesforce_-Lean-Agentic-Playbook-Our-C0-Story.png?w=343&amp;h=193 343w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2025\/09\/Salesforce_-Lean-Agentic-Playbook-Our-C0-Story.png?w=1414&amp;h=796 1414w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2025\/09\/Salesforce_-Lean-Agentic-Playbook-Our-C0-Story.png?w=1218&amp;h=685 1218w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/a><\/figure>\n<div id=\"89639-modal\" class=\"image-modal\" aria-hidden=\"true\" aria-labelledby=\"image-dialog-title\"><div class=\"image-modal__overlay\" tabindex=\"-1\" data-a11y-dialog-hide><\/div><div class=\"image-modal__content\" role=\"dialog\"><button class=\"image-modal__close-button\" type=\"button\" data-a11y-dialog-hide aria-label=\"Close this image dialog window\"><svg viewBox=\"0 0 26 25\" height=\"16\" width=\"16\" fill=\"currentColor\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><rect x=\".626\" y=\"22.753\" width=\"32\" height=\"3\" rx=\"1.5\" transform=\"rotate(-45 .626 22.753)\"\/><rect x=\"2.747\" y=\".125\" width=\"32\" height=\"3\" rx=\"1.5\" transform=\"rotate(45 2.747 .125)\"\/><\/svg><\/button><h1 id=\"image-dialog-title\" class=\"screen-reader-text\">Image Modal<\/h1>\n<figure class=\"wp-block-image size-large prevent-download\"><img loading=\"lazy\" decoding=\"async\" width=\"1920\" height=\"1080\" src=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2025\/09\/Salesforce_-Lean-Agentic-Playbook-Our-C0-Story.png?w=1024\" alt=\"\" class=\"wp-image-89639\" srcset=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2025\/09\/Salesforce_-Lean-Agentic-Playbook-Our-C0-Story.png 1920w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2025\/09\/Salesforce_-Lean-Agentic-Playbook-Our-C0-Story.png?w=300&amp;h=169 300w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2025\/09\/Salesforce_-Lean-Agentic-Playbook-Our-C0-Story.png?w=768&amp;h=432 768w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2025\/09\/Salesforce_-Lean-Agentic-Playbook-Our-C0-Story.png?w=1024&amp;h=576 1024w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2025\/09\/Salesforce_-Lean-Agentic-Playbook-Our-C0-Story.png?w=1536&amp;h=864 1536w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2025\/09\/Salesforce_-Lean-Agentic-Playbook-Our-C0-Story.png?w=264&amp;h=149 264w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2025\/09\/Salesforce_-Lean-Agentic-Playbook-Our-C0-Story.png?w=500&amp;h=281 500w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2025\/09\/Salesforce_-Lean-Agentic-Playbook-Our-C0-Story.png?w=678&amp;h=381 678w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2025\/09\/Salesforce_-Lean-Agentic-Playbook-Our-C0-Story.png?w=150&amp;h=84 150w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2025\/09\/Salesforce_-Lean-Agentic-Playbook-Our-C0-Story.png?w=314&amp;h=177 314w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2025\/09\/Salesforce_-Lean-Agentic-Playbook-Our-C0-Story.png?w=343&amp;h=193 343w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2025\/09\/Salesforce_-Lean-Agentic-Playbook-Our-C0-Story.png?w=1414&amp;h=796 1414w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2025\/09\/Salesforce_-Lean-Agentic-Playbook-Our-C0-Story.png?w=1218&amp;h=685 1218w\" sizes=\"auto, (max-width: 1920px) 100vw, 1920px\" \/><\/figure>\n<\/div><\/div><\/div>\n\n\n<p>This is just one successful example of an interaction handled by <a href=\"https:\/\/www.salesforce.com\/agentforce\/?d=cta-body-promo-8 attached\" target=\"_blank\" rel=\"noreferrer noopener\">Agentforce<\/a>, our platform for building and deploying AI agents. As <a href=\"https:\/\/www.salesforce.com\/agentforce\/use-cases\/customer-zero\/\" target=\"_blank\" rel=\"noreferrer noopener\">\u201cCustomer Zero\u201d for Agentforce<\/a>, we scaled the technology across the company and have seen the impact across every part of the organization. <\/p>\n\n\n\n<p>After one year, our service agent has handled 1.5+ million support requests on our help site, the majority of cases without humans. Our sales development rep (SDR) agent has worked on over 43,000 leads and generated $1.7 million in new pipeline from dormant ones. Agentforce in Slack gave our teams 500,000 hours back this year by handling routine tasks.<\/p>\n\n\n<div class=\"wp-block-image__wrapper\">\n<figure class=\"wp-block-image size-full prevent-download\"><a href=\"#\" class=\"wp-block-image__modal-toggle\" aria-expanded=\"false\" data-modal-id=\"89631-modal\"><span class=\"screen-reader-text\">Open Image Modal<\/span><img loading=\"lazy\" decoding=\"async\" width=\"960\" height=\"540\" src=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2025\/09\/FOR-NEWSROOM-Milestone-Slide.png?strip=all&#038;quality=95\" alt=\"Timeline graphic depicting key Agentforce milestones from October 2024 through August 2025.\" class=\"wp-image-89631\" srcset=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2025\/09\/FOR-NEWSROOM-Milestone-Slide.png 960w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2025\/09\/FOR-NEWSROOM-Milestone-Slide.png?w=300&amp;h=169 300w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2025\/09\/FOR-NEWSROOM-Milestone-Slide.png?w=768&amp;h=432 768w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2025\/09\/FOR-NEWSROOM-Milestone-Slide.png?w=264&amp;h=149 264w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2025\/09\/FOR-NEWSROOM-Milestone-Slide.png?w=500&amp;h=281 500w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2025\/09\/FOR-NEWSROOM-Milestone-Slide.png?w=678&amp;h=381 678w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2025\/09\/FOR-NEWSROOM-Milestone-Slide.png?w=150&amp;h=84 150w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2025\/09\/FOR-NEWSROOM-Milestone-Slide.png?w=314&amp;h=177 314w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2025\/09\/FOR-NEWSROOM-Milestone-Slide.png?w=343&amp;h=193 343w\" sizes=\"auto, (max-width: 960px) 100vw, 960px\" \/><\/a><\/figure>\n<div id=\"89631-modal\" class=\"image-modal\" aria-hidden=\"true\" aria-labelledby=\"image-dialog-title\"><div class=\"image-modal__overlay\" tabindex=\"-1\" data-a11y-dialog-hide><\/div><div class=\"image-modal__content\" role=\"dialog\"><button class=\"image-modal__close-button\" type=\"button\" data-a11y-dialog-hide aria-label=\"Close this image dialog window\"><svg viewBox=\"0 0 26 25\" height=\"16\" width=\"16\" fill=\"currentColor\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><rect x=\".626\" y=\"22.753\" width=\"32\" height=\"3\" rx=\"1.5\" transform=\"rotate(-45 .626 22.753)\"\/><rect x=\"2.747\" y=\".125\" width=\"32\" height=\"3\" rx=\"1.5\" transform=\"rotate(45 2.747 .125)\"\/><\/svg><\/button><h1 id=\"image-dialog-title\" class=\"screen-reader-text\">Image Modal<\/h1>\n<figure class=\"wp-block-image size-full prevent-download\"><img loading=\"lazy\" decoding=\"async\" width=\"960\" height=\"540\" src=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2025\/09\/FOR-NEWSROOM-Milestone-Slide.png?strip=all&#038;quality=95\" alt=\"Timeline graphic depicting key Agentforce milestones from October 2024 through August 2025.\" class=\"wp-image-89631\" srcset=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2025\/09\/FOR-NEWSROOM-Milestone-Slide.png 960w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2025\/09\/FOR-NEWSROOM-Milestone-Slide.png?w=300&amp;h=169 300w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2025\/09\/FOR-NEWSROOM-Milestone-Slide.png?w=768&amp;h=432 768w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2025\/09\/FOR-NEWSROOM-Milestone-Slide.png?w=264&amp;h=149 264w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2025\/09\/FOR-NEWSROOM-Milestone-Slide.png?w=500&amp;h=281 500w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2025\/09\/FOR-NEWSROOM-Milestone-Slide.png?w=678&amp;h=381 678w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2025\/09\/FOR-NEWSROOM-Milestone-Slide.png?w=150&amp;h=84 150w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2025\/09\/FOR-NEWSROOM-Milestone-Slide.png?w=314&amp;h=177 314w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2025\/09\/FOR-NEWSROOM-Milestone-Slide.png?w=343&amp;h=193 343w\" sizes=\"auto, (max-width: 960px) 100vw, 960px\" \/><\/figure>\n<\/div><\/div><\/div>\n\n\n<p>Behind these metrics lies a story of challenges, experiments, missteps, and continuous refinement. Early iterations were humbling: When we first launched <a href=\"https:\/\/www.salesforce.com\/sales\/ai-sales-agent\/?d=cta-body-promo-8 attached\" target=\"_blank\" rel=\"noreferrer noopener\">Agentforce for Sales<\/a>, \u200cfor example, one of the agents we deployed was the SDR, which can prospect, conduct outreach, and qualify leads autonomously. We envisioned an army of these agents acting as entry-level sales coordinators, working around the clock at a scale no human could ever approach. But in those early months, the agent responded &#8220;I don&#8217;t know&#8221; 30% of the times we asked it for details on a lead. Through painstaking data cleanup and iterative training, we&#8217;ve reduced that number to under 10%.&nbsp;<\/p>\n\n\n\n<p>By deploying Agentforce, we learned critical lessons in areas like agent testing, data, and finding the right human-AI balance, making a million mistakes so our customers don\u2019t have to. These lessons are now directly informing the Agentforce product roadmap and creating a blueprint for customers embarking on their own transformation to an agentic enterprise.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-the-counterintuitive-testing-and-tuning-agents-need-nbsp\"><strong>The counterintuitive testing and tuning agents need&nbsp;<\/strong><\/h2>\n\n\n\n<div class=\"wp-block-group is-style-media-wrapping-container\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<figure class=\"wp-block-embed alignright is-type-video is-provider-vidyard wp-block-embed-vidyard\"><div class=\"wp-block-embed__wrapper\">\n<script type=\"text\/javascript\" async src=\"https:\/\/play.vidyard.com\/embed\/v4.js\"><\/script><img decoding=\"async\"  style=\"width: 100%; margin: auto; display: block;\"  class=\"vidyard-player-embed\"  src=\"https:\/\/play.vidyard.com\/zV9j1HoEUsTw13eVr57jb7.jpg\"  data-uuid=\"zV9j1HoEUsTw13eVr57jb7\"  data-v=\"4\"  data-type=\"inline\"  data-width=\"500\"  data-height=\"187\"\/>\n<\/div><\/figure>\n<\/div><\/div>\n\n\n\n<p>Customer adoption hinges on efficacy \u2014 if agents don&#8217;t work well, people won&#8217;t use them. This reality drove our most important lesson: Agent success hinges less on comprehensive training and more on avoiding the nuanced mistakes that only emerge at scale.<\/p>\n\n\n\n<p>One unexpected challenge came when we first <a href=\"https:\/\/www.salesforce.com\/news\/stories\/ai-agent-customer-service-salesforce-learnings\/\" target=\"_blank\" rel=\"noreferrer noopener\">launched our customer support agent<\/a>. While the agent\u2019s answers were factually accurate, the experience felt too transactional to customers. When human agents handle incidents, they express concern, saying things like &#8220;I&#8217;m really sorry to see that. That must be disappointing.&#8221; Our initial AI agent simply opened tickets.<\/p>\n\n\n\n<p>We knew we had to do better. So we reviewed every customer conversation and consulted with colleagues to identify where there were gaps. Then we built tools to help scale these more-human insights.&nbsp;<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>We knew we had to do better. So we reviewed every customer conversation and consulted with colleagues to identify where the human touch was lacking.<\/p>\n<\/blockquote>\n\n\n\n<p>Our most enlightening mistake involved putting in overly restrictive guardrails. Initially, we instructed Agentforce not to discuss competitors, creating an extensive block list of rival companies. This backfired when customers asked legitimate questions about integrating Microsoft Teams with Salesforce. The agent refused to help because Microsoft appeared on our competitor list.<\/p>\n\n\n\n<aside class=\"contextual-driver has-text-align-left contextual-driver--watercliff\">\n\t<header class=\"tidbit-header\">\n\t\t<h2 class=\"tidbit-head\">\n\t\t\tWhen AI Agents Join the Customer Support Team. Lessons from a successful in-house test case.\t\t<\/h2>\n\t<\/header>\n\t<div class=\"tidbit-body\">\n\t\t<p><\/p>\t<\/div>\n\t\t\t<p class=\"tidbit-link label\">\n\t\t\t<a class=\"label has-right-arrow has-right-arrow--small\" href=\"https:\/\/www.salesforce.com\/news\/stories\/ai-agent-customer-service-salesforce-learnings\/\" target=\"_blank\">\n\t\t\t\t<span>READ THE STORY<\/span>\n\t\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" viewBox=\"0 0 14 10\">\n\t<path d=\"M13.92 5.38a1 1 0 000-.76.9.9 0 00-.17-.26.25.25 0 000-.07l-4-4a1 1 0 00-1.46 1.42L10.59 4H1.07a1 1 0 000 2h9.52l-2.3 2.29a1 1 0 000 1.42 1 1 0 001.42 0l4-4a.25.25 0 000-.07.9.9 0 00.21-.26z\" \/>\n<\/svg>\n\t\t\t<\/a>\n\t\t<\/p>\n\t\t\t\t<img class=\"tidbit img-watercliff\"\n\t\tsrcset=\"\n\t\t\thttps:\/\/www.salesforce.com\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-watercliff-large@0.5x.png 84w,\n\t\t\thttps:\/\/www.salesforce.com\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-watercliff-large@1x.png 168w,\n\t\t\thttps:\/\/www.salesforce.com\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-watercliff-large@2x.png 336w\n\t\t\"\n\t\tsrc=\"https:\/\/www.salesforce.com\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-watercliff-large@1x.png\"\n\t\talt=\"Illustration of watercliff\"\n\t\tsizes=\"(min-width:1024px) 175px, 130px\"\n\t>\n\t<\/aside>\n\n\n\n\n<p>The solution was elegantly simple. We replaced rigid rules with an instruction to act in Salesforce&#8217;s \u2014 and by extension, customers\u2019 \u2014 best interest in everything the agent did. This shift revealed a crucial insight: We had been treating our AI agent like an old-school chatbot with overly prescriptive directions, when what we really needed to do was give the agent a goal and let it determine how to deliver on it. Agents perform best when you tell them what to achieve, not how to achieve it. We call this \u201cletting the <a href=\"https:\/\/www.salesforce.com\/artificial-intelligence\/what-are-large-language-models\/\" target=\"_blank\" rel=\"noreferrer noopener\">LLM<\/a> be an LLM.\u201d<\/p>\n\n\n\n<p>Now our agents improve through continuous, relentless iteration based on real user feedback, measuring business value, performance, satisfaction, and engagement. This refined approach enables Agentforce to let customers customize their agent&#8217;s brand tenor, \u200cacknowledging that while some brands may prefer a bit of snark, others require a supportive, reassuring tone.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-data-fidelity-is-tantamount\"><strong>Data fidelity is tantamount<\/strong><\/h2>\n\n\n\n<p>In the past, <a href=\"https:\/\/www.salesforce.com\/artificial-intelligence\/what-is-machine-learning\/\" target=\"_blank\" rel=\"noreferrer noopener\">machine learning<\/a> demanded exceptionally precise and manicured data. With <a href=\"https:\/\/www.salesforce.com\/agentforce\/what-is-agentic-ai\/\" target=\"_blank\" rel=\"noreferrer noopener\">agentic AI<\/a>, the critical factor is having a single set of consistent facts: AI agents are only as good as the data they use.&nbsp;<\/p>\n\n\n\n<p>We discovered that if an agent encounters two conflicting &#8220;right&#8221; answers within its vast dataset, it will attempt to reconcile them, potentially making up an answer. For instance, in our rollout of Agentforce on Salesforce\u2019s Customer Support site, an agent once pulled an outdated set of facts from an old page that wasn&#8217;t linked to and rarely updated, which contradicted regularly maintained help articles.&nbsp;<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>This realization forced us to take a multilayered approach.<\/p>\n<\/blockquote>\n\n\n\n<p>This realization forced us to take a multilayered approach. We had to focus heavily on data governance (the rules and processes for managing data), source cleanup (getting rid of duplicate or outdated information), and consolidation (bringing all the scattered data from different systems into one central location) while investing in our knowledge article curation and validation processes to ensure agents are using a consistent library of resources.<\/p>\n\n\n\n<p>We also applied <a href=\"https:\/\/www.salesforce.com\/data\/?d=cta-body-promo-8 attached\" target=\"_blank\" rel=\"noreferrer noopener\">Salesforce Data Cloud<\/a> as our <a href=\"https:\/\/www.salesforce.com\/data\/what-is-data-activation\/?d=cta-body-promo-8 attached\" target=\"_blank\" rel=\"noreferrer noopener\">data activation<\/a> layer, connecting, <a href=\"https:\/\/www.salesforce.com\/data\/connectivity\/data-harmonization\/?d=cta-body-promo-8 attached\" target=\"_blank\" rel=\"noreferrer noopener\">harmonizing<\/a>, and <a href=\"https:\/\/www.salesforce.com\/data\/unified-data\/?d=cta-body-promo-8 attached\" target=\"_blank\" rel=\"noreferrer noopener\">unifying data<\/a> from more than 650 of our own data streams while resolving fragmented profiles to create a single source of truth. This gives agents a complete history of a customer&#8217;s interactions with the company, helping our agents offer more personalized support.<\/p>\n\n\n\n<p>The lesson: Agents are probabilistic, not deterministic. They don\u2019t always produce the same result for the same input, and their outcomes may even drift over time with new information. Continuous iteration and tooling to ensure data consistency isn&#8217;t optional\u200c \u2014&nbsp;it&#8217;s the foundation that makes agents more powerful than chatbots.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-redefining-roles-the-human-ai-partnership\"><strong>Redefining roles: The human-AI partnership<\/strong><\/h2>\n\n\n\n<p>Agents have become the perfect complement to human strengths, as they handle the grunt work humans find tedious or demoralizing, like answering repetitive requests, nurturing dormant leads with one-in-a-thousand conversion rates, and persisting through rejection without fatigue or frustration.<\/p>\n\n\n\n<p>This creates a powerful dynamic and a strategic recalibration of jobs. SDR agents are revolutionizing sales by handling the volume-intensive prospecting work to generate millions in pipeline from what was previously &#8220;sawdust on the floor.\u201d Meanwhile, human salespeople focus on what they do best: building relationships, understanding complex customer needs, and closing significant deals.&nbsp;<\/p>\n\n\n\n<p>In customer service, agents are responding quickly to after-hours requests and answering the repetitive questions that used to dominate support teams\u2019 time. Now customer service teams can focus on the stickiest, most complex cases and nurture relationships with their customers. As a result, we\u2019re able to redeploy our people into areas of the business that are growing, like professional services, forward-deployed engineering, and other roles within customer success and sales.<\/p>\n\n\n\n<p>This partnership model works because it leverages natural advantages: Agents don&#8217;t mind doing the same thing 7,000 times, while humans excel at the nuanced conversations that turn prospects into customers. Together, everyone can do more.<\/p>\n\n\n\n<figure class=\"wp-block-embed aligncenter is-type-video is-provider-youtube wp-block-embed-youtube wp-embed-aspect-16-9 wp-has-aspect-ratio\"><div class=\"wp-block-embed__wrapper\">\n<iframe loading=\"lazy\" title=\"Agentforce boosts sales productivity by 49% at Salesforce\" width=\"500\" height=\"281\" src=\"https:\/\/www.youtube.com\/embed\/08Z6jYf83O0?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen><\/iframe>\n<\/div><\/figure>\n\n\n\n<p class=\"has-text-align-center\"><em>Video: Agentforce boosts sales productivity by 49% for Salesforce ANZ teams<\/em><\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-the-journey-to-consumer-grade-experience\"><strong>The journey to consumer-grade experience<\/strong><\/h2>\n\n\n\n<p>Another critical lesson learned this year is that fit and finish matter. Whether for internal employee use or direct customer interaction, users compare agent experiences with leading consumer-grade AI like ChatGPT, so we have to strive for superior experiences.<\/p>\n\n\n\n<p>When we first started using Agentforce, we were building agents for very specific needs \u2014 a wellbeing agent for benefits questions, a meeting agent for scheduling support, a career agent for questions about professional development. While these agents were helping employees offload repetitive tasks and focus on higher-level work, the employee experience was fragmented across dozens of agents.&nbsp;<\/p>\n\n\n\n<p>This summer, we introduced the employee agent to bring together these agent experiences into one so employees no longer have to guess which tool to use or where to go. We also created a manager agent that brings together everything from employee survey results to quarterly review resources to team feedback. Employees now have one go-to agent to get all their workplace questions answered.<\/p>\n\n\n\n<p>But it\u2019s not enough to create the agent. We know that for agents to be truly effective, they must be built right into the flow of work. Our agents aren&#8217;t siloed in a separate application; they\u2019re seamlessly integrated into Slack, CRM, web, and email. These are the tools our employees and customers use every day. This approach has led to 86% of our employees using agents in Slack alone and 99% of our global workforce using our internal agents.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>But it\u2019s not enough to create the agent. We know that for agents to be truly effective, they must be built right into the flow of work.<\/p>\n<\/blockquote>\n\n\n\n<p>The work is never done. As data changes and behaviors evolve, agents require constant experimentation and refinement. We&#8217;re testing and improving daily.&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-closing-out-the-year-and-looking-forward\"><strong>Closing out the year and looking forward<\/strong><\/h2>\n\n\n\n<p>As Customer Zero, we do the work, find the bugs, and make the mistakes before our customers ever have to. We see it as our responsibility to experiment and iterate ruthlessly and blaze the trail to agentic transformation. We&#8217;re building our experience into Agentforce to deliver measurable ROI and make deployment as easy as possible to ensure we build business value, not just cool technology.<\/p>\n\n\n\n<p>One year in, we&#8217;ve seen remarkable impact and adoption \u2014 and we&#8217;re just getting started. We&#8217;re committed to guiding customers through this fundamental shift to become an agentic enterprise with confidence and proven results.<\/p>\n\n\n\n<aside class=\"more-from-block more-from-block--2 alignfull wp-block-newsroom-moreontopic\">\n\t<div class=\"more-from-block__content\">\n\t\t\t\t\t<h4 class=\"more-from-block__title\">Related<\/h4>\n\t\t\n\t\t<div class=\"more-from-block__cards more-from-block__cards--2\"\n\t\t\t\t>\n\t\t\t\n\n<article\t\t\titemscope=\"\"\n\t\titemtype=\"https:\/\/schema.org\/Article\"\n\t\tdata-card-id=\"92815\"\n\t\tclass=\"content-card content-card--large-inline is-entire-area-clickable content-card--is-boxed\"\n\t\t\tdata-clickable-area-link=\"https:\/\/www.salesforce.com\/news\/press-releases\/2026\/03\/26\/us-dept-labor-agentforce-enhance-citizen-support\/\"\n\t>\n\t\t\t<div class=\"content-card__image-container\" itemprop=\"image\" itemscope itemtype=\"https:\/\/schema.org\/ImageObject\">\n\t\t\t<img width=\"1024\" height=\"576\" src=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/U.S.-Department-of-Labor-Taps-Agentforce-to-Enhance-Citizen-Support-1.png?w=1024\" class=\"content-card__image\" alt=\"Contact center worker in a headset providing personalized support with the help of Agentforce.\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" loading=\"lazy\" decoding=\"async\" srcset=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/U.S.-Department-of-Labor-Taps-Agentforce-to-Enhance-Citizen-Support-1.png 1200w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/U.S.-Department-of-Labor-Taps-Agentforce-to-Enhance-Citizen-Support-1.png?w=300&amp;h=169 300w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/U.S.-Department-of-Labor-Taps-Agentforce-to-Enhance-Citizen-Support-1.png?w=768&amp;h=432 768w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/U.S.-Department-of-Labor-Taps-Agentforce-to-Enhance-Citizen-Support-1.png?w=1024&amp;h=576 1024w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/U.S.-Department-of-Labor-Taps-Agentforce-to-Enhance-Citizen-Support-1.png?w=264&amp;h=149 264w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/U.S.-Department-of-Labor-Taps-Agentforce-to-Enhance-Citizen-Support-1.png?w=500&amp;h=281 500w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/U.S.-Department-of-Labor-Taps-Agentforce-to-Enhance-Citizen-Support-1.png?w=678&amp;h=381 678w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/U.S.-Department-of-Labor-Taps-Agentforce-to-Enhance-Citizen-Support-1.png?w=150&amp;h=84 150w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/U.S.-Department-of-Labor-Taps-Agentforce-to-Enhance-Citizen-Support-1.png?w=314&amp;h=177 314w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/U.S.-Department-of-Labor-Taps-Agentforce-to-Enhance-Citizen-Support-1.png?w=343&amp;h=193 343w\" \/>\t\t\t\t\t<\/div>\n\t\n\t<div class=\"content-card__content-container content-card__content-container--style-\">\n\t\t\n\t\t\n\t\t\t\t\t<h3 itemprop=\"headline\" class=\"content-card__title\">\n\t\t\t\t\t\t\t\t\t<a\n\t\t\t\t\t\thref=\"https:\/\/www.salesforce.com\/news\/press-releases\/2026\/03\/26\/us-dept-labor-agentforce-enhance-citizen-support\/\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t\t\t\t\t\t\t\t\tclass=\"content-card__title-link\"\n\t\t\t\t\t>\n\t\t\t\t\t\t\t\tU.S. Department of Labor Taps Agentforce to Enhance Citizen Support\t\t\t\t<\/a>\t\t\t<\/h3>\n\t\t\n\t\t\t\t\n\t\t\n\t\t\t\t\t<div itemprop=\"readTime\" class=\"content-card__read-time\">\n\t\t\t\t5 min read\t\t\t<\/div>\n\t\t\n\t\t\t<\/div>\n\n<\/article>\n\n\n\n<article\t\t\titemscope=\"\"\n\t\titemtype=\"https:\/\/schema.org\/Article\"\n\t\tdata-card-id=\"92799\"\n\t\tclass=\"content-card content-card--large-inline is-entire-area-clickable content-card--is-boxed\"\n\t\t\tdata-clickable-area-link=\"https:\/\/www.salesforce.com\/news\/stories\/agentforce-gdpr-compliance-certification\/\"\n\t>\n\t\t\t<div class=\"content-card__image-container\" itemprop=\"image\" itemscope itemtype=\"https:\/\/schema.org\/ImageObject\">\n\t\t\t<img width=\"1024\" height=\"576\" src=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/Salesforce-successfully-declares-Agentforce-adherent-to-the-EU-Cloud-Code-of-Conduct.png?w=1024\" class=\"content-card__image\" alt=\"Agentforce Gets Second-Level Compliance with EU Cloud Code of Conduct\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" loading=\"lazy\" decoding=\"async\" srcset=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/Salesforce-successfully-declares-Agentforce-adherent-to-the-EU-Cloud-Code-of-Conduct.png 1200w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/Salesforce-successfully-declares-Agentforce-adherent-to-the-EU-Cloud-Code-of-Conduct.png?w=300&amp;h=169 300w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/Salesforce-successfully-declares-Agentforce-adherent-to-the-EU-Cloud-Code-of-Conduct.png?w=768&amp;h=432 768w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/Salesforce-successfully-declares-Agentforce-adherent-to-the-EU-Cloud-Code-of-Conduct.png?w=1024&amp;h=576 1024w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/Salesforce-successfully-declares-Agentforce-adherent-to-the-EU-Cloud-Code-of-Conduct.png?w=264&amp;h=149 264w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/Salesforce-successfully-declares-Agentforce-adherent-to-the-EU-Cloud-Code-of-Conduct.png?w=500&amp;h=281 500w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/Salesforce-successfully-declares-Agentforce-adherent-to-the-EU-Cloud-Code-of-Conduct.png?w=678&amp;h=381 678w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/Salesforce-successfully-declares-Agentforce-adherent-to-the-EU-Cloud-Code-of-Conduct.png?w=150&amp;h=84 150w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/Salesforce-successfully-declares-Agentforce-adherent-to-the-EU-Cloud-Code-of-Conduct.png?w=314&amp;h=177 314w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/Salesforce-successfully-declares-Agentforce-adherent-to-the-EU-Cloud-Code-of-Conduct.png?w=343&amp;h=193 343w\" \/>\t\t\t\t\t<\/div>\n\t\n\t<div class=\"content-card__content-container content-card__content-container--style-\">\n\t\t\n\t\t\n\t\t\t\t\t<h3 itemprop=\"headline\" class=\"content-card__title\">\n\t\t\t\t\t\t\t\t\t<a\n\t\t\t\t\t\thref=\"https:\/\/www.salesforce.com\/news\/stories\/agentforce-gdpr-compliance-certification\/\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t\t\t\t\t\t\t\t\tclass=\"content-card__title-link\"\n\t\t\t\t\t>\n\t\t\t\t\t\t\t\tAgentforce Obtains Second-Level Compliance with the EU Cloud Code of Conduct\u00a0\t\t\t\t<\/a>\t\t\t<\/h3>\n\t\t\n\t\t\t\t\n\t\t\n\t\t\t\t\t<div itemprop=\"readTime\" class=\"content-card__read-time\">\n\t\t\t\t1 min read\t\t\t<\/div>\n\t\t\n\t\t\t<\/div>\n\n<\/article>\n\n\t\t<\/div>\n\t\t<noscript>\n<div class=\"pagination-fallback\">\n\n\t\t<a href=\"https:\/\/www.salesforce.com\/news\/wp-json\/wp\/v2\/posts\/89618\/page\/2\/?bc=OTH#section-title\">\n\t\t\tOlder Posts\t\t<\/a>\n\t\t<\/div>\n<\/noscript>\n\t<\/div>\n<\/aside>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-more-information\"><strong>More information:<\/strong><\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Learn why Agentforce on Help was <a href=\"https:\/\/www.salesforce.com\/form\/services\/futurum-agentic-help-solution\/\" target=\"_blank\" rel=\"noreferrer noopener\">named the #1 agentic help solution<\/a><\/li>\n\n\n\n<li>Read what it was like when <a href=\"https:\/\/www.salesforce.com\/news\/stories\/ai-agent-customer-service-salesforce-learnings\/\" target=\"_blank\" rel=\"noreferrer noopener\">agents joined Salesforce\u2019s customer support team<\/a><\/li>\n\n\n\n<li>Read a <a href=\"https:\/\/www.salesforce.com\/blog\/start-working-with-ai\/\" target=\"_blank\" rel=\"noreferrer noopener\">firsthand account of working with AI<\/a> and the team\u2019s <a href=\"https:\/\/www.salesforce.com\/blog\/5-takeaways-agentforce-ai-agent-implementation\/\" target=\"_blank\" rel=\"noreferrer noopener\">top five takeaways from deploying Agentforce on Help<\/a><\/li>\n\n\n\n<li>Check out an <a href=\"https:\/\/www.salesforce.com\/news\/stories\/agentforce-customer-zero\/\" target=\"_blank\" rel=\"noreferrer noopener\">early account of the deployment<\/a><\/li>\n\n\n\n<li>Find out Salesforce\u2019s <a href=\"https:\/\/www.salesforce.com\/blog\/set-up-agent\/\" target=\"_blank\" rel=\"noreferrer noopener\">three tips to set up AI agents<\/a><\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>Key Takeaways It started out simply enough. A customer who\u2019d signed up for a Slack webinar was contacted by an AI agent for a sales follow-up. The customer expressed dissatisfaction with the webinar experience in response to the opening line &#8220;hope you enjoyed the webinar you recently attended,&#8221; explaining that their expectations weren&#8217;t met, topics [&hellip;]<\/p>\n","protected":false},"author":176,"featured_media":89624,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"sf_subhead":"","sf_i18n_disclaimer":false,"_jetpack_memberships_contains_paid_content":false,"alternateThumbnailId":0,"sf_product_cta_id":0,"footnotes":""},"categories":[1],"tags":[],"sf_content_type":[1728],"sf_theme":[21184],"sf_topic":[20528,21187,1757,2798,19141,1732],"sf_product":[19930],"sf_industry":[],"sf_role":[],"sf_multimedia_asset":[],"sf_location":[1798],"sf_collection":[21171,21200],"sf_visibility":[],"coauthors":[21209],"class_list":["post-89618","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uncategorized","sf_content_type-snapshots","sf_theme-agentic-ai","sf_topic-agents","sf_topic-ai","sf_topic-customer-service-and-support","sf_topic-data","sf_topic-enterprise-ai","sf_topic-future-of-work","sf_product-agentforce","sf_location-global","sf_collection-customer-zero","sf_collection-fy26-q3"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>What Salesforce Learned from Its First Year Using Agentforce<\/title>\n<meta name=\"description\" content=\"Key Takeaways Salesforce&#039;s &quot;Customer Zero&quot; initiative with Agentforce revealed critical lessons in agent testing, data fidelity, and human-AI partnership,\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.salesforce.com\/news\/stories\/first-year-agentforce-customer-zero\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"From Pilot to Playbook: What We Learned from Our First Year Using Agentforce\" \/>\n<meta property=\"og:description\" content=\"Key Takeaways Salesforce&#039;s &quot;Customer Zero&quot; initiative with Agentforce revealed critical lessons in agent testing, data fidelity, and human-AI partnership,\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.salesforce.com\/news\/stories\/first-year-agentforce-customer-zero\/\" \/>\n<meta property=\"og:site_name\" content=\"Salesforce\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/salesforce\/\" \/>\n<meta property=\"article:published_time\" content=\"2025-09-18T12:00:00+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-09-18T13:49:06+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2025\/09\/From-Test-Lab-to-Playbook_-The-Hard-Won-Lessons-from-Salesforces-First-Year-with-Agentforce.png\" \/>\n\t<meta property=\"og:image:width\" content=\"1200\" \/>\n\t<meta property=\"og:image:height\" content=\"675\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" 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