Resolve Cases Faster with Agentic Experiences
Learning Objectives
After completing this module, you’ll be able to:
- Summarize how the Service Console and Slack work together.
- Describe AI tools that boost service rep productivity in the flow of work.
- Explain how Knowledge and service portals enable customer self-service.
Speed Up Resolution with the Service Console and Slack
Think about a world in which your service reps have all the information they need at their fingertips—enabling them to resolve cases and rarely escalate cases to a manager. And what if your reps never had to think about your case management processes, because they just worked?
Agentforce Service brings together the Service Console and Slack to create a seamless, agentic workflow where humans and AI work side-by-side, effortlessly.
Instead of swiveling between apps to find an answer, reps can start a Slack swarm directly from their unified view in the Service Console. This brings the right experts, including Slackbot as an AI that can help in the flow of work, into a dedicated Slack channel linked to the case. This allows the team to collaborate in real-time to solve complex issues. Once the solution is found, Agentforce Service automatically captures it in the case record—no copy-pasting required.
Boost Productivity with AI and Automation
Your reps also get a digital sidekick to handle the heavy lifting. Service Assistant works in the background to proactively surface relevant data, draft responses, and even summarize long conversation threads so your rep can get up to speed in seconds.
When it’s time to close the loop, AI features like Work Summaries automatically generate a recap of the interaction, while Service Replies draft the perfect closing message based on the context of the case. By offloading these manual tasks to agentic tools, your reps can focus on what they do best: building relationships and solving problems.
Build Integrated Self-Service Sites
Customers want to help themselves, but when they do need to reach out, they expect to do it on their terms. Experience Cloud sites are more than just self-service portals; they’re integrated hubs that connect every digital touchpoint.
With Experience Cloud sites, you aren’t just building a website; you’re unlocking a suite of integrated digital channels all in one place. Whether your customers prefer email, SMS, WhatsApp, or Facebook Messenger, they can engage with you directly from your branded site.
You can launch a mobile-responsive site in minutes using pre-built templates. It’s drag-and-drop simple. Within record time, you have a digital front door where users can find knowledge articles, update their accounts, and engage with your community.
The real game-changer is you can embed an autonomous Agentforce Service Agent directly into your site. Unlike old-school chatbots that get stuck in loops, these AI agents understand context, natural language, and escalate to human reps when necessary.
Imagine a customer visits your portal at 2:00 AM to return an item. Instead of waiting for business hours, they chat with an AI agent. The agent authenticates the user, processes the return, and emails the shipping label—all without human intervention. By handling these high-volume, routine tasks, Agentforce ensures your customers get zero-wait service while freeing up your human teams to focus on the complex issues that really matter.
When AI agents escalate complex issues, your human reps can access and share the information they need–no matter which digital channel your customers prefer–right from the Service Console.
By uniting humans and AI agents, Agentforce Service can scale high-quality service without expanding your team.
Find Answers Fast with Knowledge
Great service starts with the right answers. Enterprise Knowledge isn't just a list of FAQs, manuals, or policies; it’s the intelligent core and the collective wisdom of your entire organization. By creating or integrating knowledge articles on the Agentforce 360 platform, you establish a single source of truth that powers everyone and everything.
When you publish an article, it works double duty. First, it instantly appears on your self-service sites and portals, letting customers solve their own issues without ever logging a case. Second, it flows directly into the AI workflows of the Service Console.
Imagine a rep working on a complex case. Instead of hunting for answers, the Service Console suggests relevant articles right next to the case details. With one click, the rep can attach the article to the case or email it to the customer. And because all your digital channels are integrated, reps can even share these articles directly over SMS, WhatsApp, or Facebook Messenger, ensuring the customer gets the right info on their preferred channel.
Here is where things get really exciting: Knowledge is the brain behind your AI.
Features like Article Recommendations use your knowledge base to automatically suggest the best solutions to your human reps. But it goes further. When you deploy AI agents, they rely on your Knowledge articles to generate accurate, safe responses.
Because the AI is grounded in your official content, you don’t have to worry about it making things up. It reads your manuals, policies, and how-to guides to deliver precise answers to customers. In short, better knowledge means smarter AI and faster service for everyone.
You’ve learned the fundamentals of Agentforce Service case resolution tools, and how they can help your reps work smarter and faster. In the next unit, you’ll see how your entire contact center can work smarter with Omni-Channel Routing.