Deliver Smarter Service with Artificial Intelligence
Learning Objectives
After completing this unit, you’ll be able to:
- Explain the value of Agentforce Service.
- Describe some key AI features that make service teams more productive.
What Is Agentforce Service?
Agentforce Service is the complete Salesforce AI solution for customer service—built to power both the reps who handle complex cases and the autonomous AI agents that resolve everyday issues around the clock. It's the next generation of what was previously called Einstein for Service, bringing together predictive AI, generative AI, and agentic AI in a single, unified platform grounded in your Salesforce data.
Think of Agentforce as a smart, autonomous partner for your service team. It doesn’t just assist—it acts. When applied to customer service, it can perform and automate tasks for any individual, group, or team.
Imagine if you could deploy an AI agent to handle routine inquiries 24/7—and give every service rep a real-time, AI-generated service plan the moment they open a case. With Agentforce Service, your service team can:
- Resolve common customer issues autonomously across messaging, chat, voice, and self-service portals—without waiting for a service rep.
- Respond to customer issues across any channel with high-quality, personalized messages.
- Quickly summarize conversations and interactions.
- Suggest and draft relevant knowledge articles that enhance the effectiveness of your knowledge base.
- Add complete and accurate case information for each customer interaction.
- Follow step-by-step AI-generated service plans grounded in case data, knowledge, messaging sessions, and voice call records.
To see Agentforce Service in action, check out this video.
Agentforce Service Features
Here’s a snapshot of AI features for Service.
- Data 360: Add a unified data foundation that powers every agent interaction. Data 360 creates a real-time, unified customer profile that grounds AI agents in accurate, trusted context—so every recommendation, service plan, and response is relevant to that specific customer.
- Agentforce Service Agent: Handles customer inquiries autonomously across messaging, chat, voice, and self-service portals—24 hours a day, 7 days a week—and escalates to service reps with full context when needed.
- Incident management: Communicates service disruptions and resolutions quickly to everyone who needs to know. Pair with Agentforce to automatically delegate tasks, notify customers at scale, and track resolution progress in real time.
- Article recommendations: Recommends relevant knowledge articles to service reps on open cases.
- Case classification: Predicts field values like priority, reason, or type for classifying incoming cases based on the text a customer presents in the case subject and description.
- Case routing: Works with Case Classification to triage and route cases to the right rep, agent, or queue.
- Case wrap-up: Lets chat reps complete cases fast, with greater accuracy and consistency.
- Conversation mining: Transforms conversation data into service insights. This is included in the Service Intelligence SKU, not in the Einstein for Service SKU.
- Knowledge creation: Grows your knowledge base and captures information in the flow of work with AI-generated article drafts.
- Next-best action: Uses data insights and business rules to recommend offers and actions for a rep or agent to take.
- Reply recommendations: Analyzes chat transcripts to recommend relevant replies during chat and messaging sessions.
- Service replies: Drafts and recommends fluent, courteous, and relevant replies using generative AI for your reps to review, edit, and post.
- Work summaries: Drafts a summary, issue, and resolution using generative AI, based on a chat conversation between a rep and customer.
- Service metrics: Provides insights into contact center operations and customer signals, helping you deliver better customer experiences.
How Agentforce Service Improves Customer Service
Here are some ways the features of Agentforce Service lets your agents focus more on customers and less on routine tasks.
Business Case | Solution | Result |
|---|---|---|
Give reps the data they need. | Data 360: Creates a 360-degree view of each customer that's shared across teams and integrated from any third-party system. Unify customer data across all sources so reps and AI agents always have full context to help customers. | Increased customer satisfaction (CSAT) and case deflection, and decreased average handle time (AHT). |
Manage high case volumes. | Agentforce Service Agent: Handles high-volume, routine inquiries autonomously 24/7 so reps can handle more complex work. | Increased rep productivity, first-contact resolution, and reduced handle time. |
Boost productivity for reps and admins. | Classification apps: Eliminates manual data entry for your reps by predicting case fields and routing cases to the right team. | Increased rep productivity, decreased case transfers and escalations. |
Close cases quickly at the end of a chat. | Case wrap-up and work summaries: Suggests values for case fields saving your reps time while keeping case data complete and comprehensive. | Increased productivity and more time to focus on the customer. |
Decrease time spent searching for answers. | Article recommendations: Surfaces the most relevant knowledge articles to answer your customers’ questions. | Increased first call resolution (FCR) and CSAT. |
Capture and share information in a centralized source of truth. | Knowledge creation: Drafts knowledge articles based on customer conversations, quickly scaling your knowledge base and capturing important information. | Increased rep productivity and reduced information lost in communication silos. |
Eliminate time spent typing responses to the most common customer questions. | Service replies: Drafts real-time natural language responses in chat or messaging sessions, with the help of generative AI. Offers responses grounded in your knowledge base that are specific to your products and brand. Reply recommendations: Surfaces common, approved responses that your reps can easily use in chat and messaging conversations with customers. | Increased rep productivity and CSAT. |
Deliver recommendations at the point of maximum impact. | Next-best action: Delivers contextual, real-time recommendations, such as service alerts or cross-sell/upsell offers to your reps. | Increased rep productivity, FCR, and revenue generation. |
Analyze and understand key trends across your business and use the data to operationalize efficiency. | Conversation mining: Delivers clusters of topics from rep-led conversations with key KPIs for each of the contact reasons. This is included in the Service Intelligence SKU, not in the Einstein for Service SKU. | Increased effectiveness of business analysts and service leaders, better operational efficiency, increased accurate automation for self service and case deflection. |
With a smart assistant, your reps make fewer mistakes and find relevant information faster as your service processes are more easily carried out.
Create Tailored Customer Experiences with Agentforce Service Grounding
You can use grounding to add data to a prompt and give the LLM the context it needs to provide accurate and relevant responses. With Agentforce Service grounding, your admin selects which case and knowledge fields are included for grounding, then Agentforce begins indexing those objects and fields. After indexing is complete, Agentforce can use information from your unique knowledge base and case history to add context and personalization to your customer communications. All information used by Agentforce Service Grounding is protected by the Agentforce Trust Layer, so you get the most out of generative AI without compromising data security and privacy controls.
Help your team and customers by turning on a few Agentforce Service features. With a better understanding of Agentforce Service’s capabilities, you’re ready to add an extra helping hand to your service team and customers.
Resources
- Trailhead: Einstein Generative AI: Quick Look
- Salesforce Help: Make Service Smarter with AI Solutions
- Salesforce Help: Build AI Solutions for Service