Salesforce helps push AI beyond answering questions to autonomously executing tasks. Agentforce uses existing workflows, data and integrations to take action across your existing systems and channels. It can resolve common inquiries on its own, handing off complex tasks that require human judgment and expertise when needed.

APPLY IT: Think of agentic AI as a new labor pool you can tap into. Start by redesigning the top three to five most common customer requests your team receives so AI agents can handle them from start to finish. That’s where you’ll see the biggest impact on cost savings.

Data 360 serves as Agentforce’s core data engine, unifying structured and unstructured data in real time. By connecting this unified data to Agentforce Data Library, it creates a trusted foundation for decision-making and analytics. And by configuring that data as the source for Service AI Grounding, Agentforce anchors AI responses in organizational knowledge, case data, files and web content.

APPLY IT: Make sure you have the right data foundation before scaling AI. Bring together core customer and service data to give AI a comprehensive view of the business. The right high-quality data helps drive better decisions, faster resolutions and more personalized experiences.

With Salesforce’s AI-powered tools, service organizations can augment their workforces to enable humans to handle more high-value work. Service Rep Assistant provides service representatives with AI-generated case summaries and step-by-step resolution guidance directly in the case record. Agentforce for Field Service uses AI to optimize operations for dispatchers and technicians through enhanced data capture, real-time troubleshooting and automated scheduling. 

APPLY IT: Redesign employee roles, training and KPIs to reflect how work within your organization changes with AI. Focus on issue complexity, resolution quality and speed-to-proficiency—so your service reps can work more efficiently and effectively.

Salesforce can help service organizations shift to a proactive operating model. Proactive Service responds to real-time data changes and operates autonomously in the background. Data 360 within Agentforce can be leveraged to analyze customer and product signals, anticipate service needs and guide customers to resolution before they contact the business. 

APPLY IT: Identify common service issues that can easily be prevented. Set up your systems to recognize these moments and automatically respond through proactive outreach or guided resolution—or by resolving the issue in the background before the customer notices the problem. 

Salesforce can turn service into a growth lever. Agentforce's Next Best Action feature surfaces tailored recommendations such as repairs, discounts or add-on services at the right moment. These recommendations can be integrated into revenue generation capabilities including quoting, contracting, ordering, invoicing and billing support.

APPLY IT: Treat every service interaction as an opportunity for retention, renewal or expansion. Embed offer logic, renewal logic and service-to-sales handoff rules directly into service workflows to create value during each interaction, not after it.