Salesforce Agentforce Best Practices: Making AI Work for Your Team

Salesforce Agentforce is one of the newest additions to the Salesforce ecosystem, designed to take the heavy lifting out of everyday service tasks. For service teams dealing with high volumes of emails and cases, it can feel like you spend more time sorting through information than actually solving customer problems. That’s where Agentforce comes in.

Below, we’ll look at some practical best practices for rolling out Agentforce effectively—and share a simple example of how email summarisation for cases can save time and improve the customer experience.

What Is Salesforce Agentforce?

Agentforce is Salesforce’s AI-powered assistant built to work directly inside the platform. It automates repetitive tasks, drafts responses, and surfaces relevant insights to agents in real time. Instead of copying and pasting information or reading through pages of customer emails, your team gets the context they need instantly.

Best Practices for Using Agentforce

1. Focus on High-Impact Use Cases First

Rather than trying to automate everything, start with the pain points that take the most time: handling long emails, routine case updates, or basic customer questions.

2. Keep Your Data Clean

Agentforce relies on what’s already in your Salesforce org. The better your case records, knowledge articles, and history logs are maintained, the better results you’ll get.

3. Use AI to Support, Not Replace

Think of Agentforce as an assistant, not a replacement. For sensitive or high-value customers, keep the human in control while letting the AI handle summarisation and prep work.

4. Track the Impact

Measure time saved, case resolution speed, and customer satisfaction before and after introducing Agentforce. These metrics will help you prove value and fine-tune how you use the tool.

5. Don’t Forget Compliance

Always double-check how AI is used with customer data. Salesforce includes strong security features, but it’s worth making sure your setup aligns with GDPR, HIPAA, or other industry standards.

Example: Email Summarisation for Cases

The challenge:Agents spend too much time reading and rewriting long emails. A single customer complaint can run several paragraphs, making it easy to miss key details.

How Agentforce helps:When a customer email arrives, Agentforce generates a concise summary that’s stored directly in the case record. For example:

• Customer: Jane Doe

• Issue: Incorrect billing on last invoice

• Urgency: High – billing deadline approaching

• Action requested: Correct invoice and confirm adjustment

Instead of scanning through five paragraphs, the agent sees the critical information in seconds.

The result:

• Faster triage of cases

• Less manual reading and note-taking

• Improved accuracy in understanding customer needs

Wrapping Up

Salesforce Agentforce is at its best when it’s solving everyday problems for service teams. By starting small, keeping data clean, and letting the AI handle repetitive work like email summarisation, businesses can see big improvements in efficiency and customer satisfaction.

It’s not about replacing agents—it’s about giving them back the time to focus on what really matters: helping customers.

FAQs

What is Salesforce Agentforce used for?Agentforce automates service tasks like summarising emails, drafting replies, and surfacing relevant knowledge articles to speed up case handling.

How can Agentforce improve customer service?It reduces manual effort, shortens response times, and ensures agents don’t miss important details. Customers get faster, more accurate answers.

What’s a simple Agentforce use case?Email summarisation is a quick win: incoming emails are condensed into key points so agents can resolve cases faster.