As a Technical Architect in Salesforce Services, I get a front-row seat to what's actually possible with agents, before most of it becomes mainstream.
The biggest shift I'm seeing:
agents are moving from "answering questions" to "getting work done."Instead of just surfacing information, they're taking action: updating records, triaging requests, and kicking off processes. That frees people to focus on judgment calls and relationships instead of repetitive steps.
Working across customer projects, a few patterns keep showing up:
- Start with a narrow, high-value use case. The wins come from agents that do one job well, not ones that try to do everything.
- Data quality is the foundation. An agent is only as good as the data and context behind it, so grounding it in trusted data matters as much as the prompt.
- Guardrails build trust. Clear boundaries and human handoffs help teams adopt agents with confidence.
The most exciting part is how quickly customers go from "what if?" to "it's live." What used to take months of custom build now comes together in weeks.
I'd love to hear from others:
what's the first process you'd hand to an agent?
#Agentforce #TrailblazerCommunity
Great points, @Chromer Smith I agree that agents are becoming more useful when they can take action instead of just answering questions.
I would start with Customer Support Case Management.
- Automatically categorize and prioritize cases.
- Find customer details and previous case history.
- Resolve common issues using trusted knowledge.
- Update case records and trigger necessary actions.
- Transfer complex cases to human agents.
I believe starting with a simple use case, using quality data, and setting clear guardrails are important for successful Agentforce implementation.
Thanks for sharing your insights!