Could Agentforce help improve a duplicate review process, particularly for the scenarios where existing Salesforce matching logic does not identify potential duplicates? Could Agentforce flag likely duplicates for a user to review?

Hi @Beth Marshall

, 

Yes, Agentforce can help here as a secondary review layer on top of your existing duplicate management. It shouldn't replace it. 

Matching rules identify potential duplicates, and duplicate rules decide what happens with them. Before adding AI, check whether the missed cases can be fixed with custom matching rules, since each duplicate rule can include up to three matching rules, with up to five active matching rules per object. Also confirm that records created through Data Loader, integrations or the API are covered, because those often bypass duplicate checks.

Community discussions note that simple fuzzy matching rules work for many cases but produce both false positives and false negatives. A duplicate job also runs only for the object defined in the matching rule. That is the gap an AI review layer can help with.

1. Candidate generation. A scheduled Flow or Batch Apex job finds possible matches using looser criteria than your matching rules, such as name variations, phone or email variations, address similarity, and shared parent account or contact details.
2. AI assessment. A Prompt Builder template, called from Flow or Apex, rates each pair as High, Medium or Low likelihood. It also lists matching and conflicting fields and gives a short rationale.
3. Flagging. Likely duplicates are saved to a review object (for example Duplicate_Candidate__c) with Record A, Record B, confidence, rationale and status.
4. User review. Users review the flagged pairs and decide to merge or keep them separate.
5. Optional agent. An Agentforce agent with an action like "Find possible duplicates for this record" can run the check on demand from the record page.

The overall flow is: Matching/Duplicate Rules → candidate check → AI scoring → user review → merge or keep. 

The AI should flag and explain, but never auto-merge. Merges are hard to undo, and AI rationale can be wrong. 

• Cost: Agentforce and prompt usage is metered, so limit how many pairs go to the AI.
• Data privacy: Review Einstein Trust Layer and data masking, because record data is sent to the LLM.
• Security: Sharing rules and field-level security must apply to reviewers.
• Native feature: I haven't found Salesforce documentation of a built-in Agentforce duplicate-detection feature, so this would be a custom build or an AppExchange product.
• Scoping: Which object (Account, Contact or Lead), roughly how many records, and is Agentforce with Prompt Builder licensed?

References

• Trailhead: Resolve and Prevent Duplicate Data in Salesforce: https://trailhead.salesforce.com/content/learn/modules/sales_admin_duplicate_management/sales_admin_duplicate_management_unit_2
• Salesforce Help: Matching Methods Used in Matching Rules: https://help.salesforce.com/s/articleView?id=sf.matching_rules_matching_methods.htm&type=5
• Trailblazer Community: Salesforce Duplicate Management group: https://trailhead.salesforce.com/trailblazer-community/groups/0F9300000001tavCAA
• Original question: https://trailhead.salesforce.com/trailblazer-community/feed/0D5KX00000jAUao0AG

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