Administer Agentforce Service

1. Foundation

Get started with the basics.

• Users and security: Who is logging in and what can they see? Create rep and supervisor profiles and set up secure access.
  
• Data model: What information do you need to capture about each case, and how should it flow through your system? Customize case fields, page layouts, and status values.
  
• Queues: Where does the work go? Create buckets for different types of issues, such as Billing or Returns.
  
• Basic automation: How do you assign cases, confirm receipt to customers, and escalate approaching deadlines automatically? Add assignment, auto-response, and escalation rules.
  
• Service Console: What tools do reps need and what does their workspace look like? Customize the Service Console app and deploy it.
  
• Slack: Where do your reps collaborate and need updates without leaving their workflow? Connect Slack to bring service conversations into team channels.
  
• Email-to-Case or Web-to-Case: How do customers reach you? Connect a basic support email address to a website and add a simple web form to collect inquiries.
  

2. Productivity and Efficiency

Help make your team faster and more efficient.

• Knowledge base: How do you capture and share solutions? Upload articles so reps and AI agents can answer questions.
  
• Productivity tools: How do you reduce repetitive tasks for reps? Enable Macros, Quick Text, and History to reduce clicks.
  
• Entitlements and milestones: What are your promised response times? Define service level agreements (SLAs), such as “2-hour response for Gold Customers,” and flag or escalate near-missed times automatically.
  
• Omni-Channel: How do you push work to the right service reps? Turn on the routing engine to push work to reps automatically.
  
• Mobile access: Do your reps need to work on cases while away from their desks? Add the Salesforce Mobile app.
  

3. Channels and Expansion

Meet your customers and teams where they are.

• Self-service sites: Can customers solve their own issues? Launch an Experience Cloud site or help portal.
  
• Digital channels: Should you open real-time lines of communication? Turn on Chat, Messaging (SMS, WhatsApp, Facebook Messenger), and Voice.
  
• Agentforce Contact Center: Do you need a unified workspace that combines Voice, digital channels, and AI to handle customer conversations in real time? Implement Agentforce Contact Center.
  
• Flows: How can you guide reps through complex processes? Build guided workflows to standardize complex processes like returns.
  
• Field Service: Do you have technicians or field reps who need to resolve issues on-site? Implement Field Service for mobile workforce management.
  
• IT Service: Do you need to manage internal IT requests like password resets, hardware provisioning, or software access? Implement IT service workflows with incident, problem, and change management.
  

4. Intelligence

Activate AI help and measure success.

• AI solutions for service: Can AI help you work smarter? Enable AI to summarize work, draft replies, and more.
  
• Agentforce Service Agent: Can you automate routine inquiries? Deploy autonomous AI agents to handle routine customer cases entirely.
  
• Agentforce Employee Agent: Can you automate routine assistance for employees? Provide access to company knowledge and streamline workflows across departments.
  
• Command Center for Service: How do you measure work? Track how well your reps and AI agents are doing.
  
• Track service metrics: How do you measure success and health? Create reports and visualizations to track service activity and customer signals in real time with some help from AI.