Digital transformation is accelerating, and businesses are under pressure to improve operational efficiency and customer experience. Our clients have asked how Salesforce’s autonomous assistant, Agentforce, can support their organisations and have requested advice on creating a business case to justify the investment. Our aim is to explain how Agentforce AI can provide tangible value, addressing the primary expectations and concerns surrounding its adoption.
Expectations for Measurable ROI (Return on Investment) and Business Value
Client Concern
“Before committing, we need a clear understanding of how Agentforce will provide measurable ROI. We are sceptical about AI-driven solutions, especially as prior attempts with automation tools failed to meet our expectations.”
How Agentforce AI Delivers
Agentforce enhances efficiency in delivering support by reducing response times, predicting customer needs, and suggesting tailored solutions based on real-time data. This kind of AI-driven, proactive service translates to faster case resolution, lower operational costs, and increased customer satisfaction. For example, Agentforce’s case categorisation feature automatically classifies cases, reducing the amount of time the user spends on routine tasks, an efficiency that can lead to significant time savings.
How We Can Help
We partner with clients to develop a business case based on industry-specific metrics. By helping to identify measurable KPIs, such as case resolution time reduction, agent productivity, and increased customer satisfaction, we can set clear targets that align with business goals. Additionally, we support by setting up reporting to regularly track these metrics post-implementation.
Seamless Integration with Existing CRM Processes
Client Concern
“One major concern is whether Agentforce will integrate smoothly into our existing Salesforce environment without disrupting operations.”
How Agentforce Delivers
Agentforce is designed to seamlessly integrate with Salesforce’s suite of products, making it a natural fit for clients already invested in the technology. It enhances existing CRM workflows by adding predictive and generative capabilities that optimise user interactions without requiring extensive configuration changes.
How We Can Help
Our team works to ensure that the AI features align with existing workflows, reducing the need for extensive re-training. We focus on a phased approach, enabling the gradual adoption of AI features so that teams can adapt to the transformation comfortably. Additionally, we provide custom configurations to align Agentforce AI with specific client requirements, ensuring a smooth transition and maximising value from day one.
Expectations for Enhanced Customer Satisfaction
Client Concern
“We expect that adopting Agentforce will improve customer satisfaction scores by delivering faster, more personalised support. However, we are unsure how AI can help achieve this without compromising on the quality of interactions.“
How Agentforce AI Delivers
Agentforce uses machine learning algorithms to predict customer needs based on historical data, empowering agents to proactively complete actions within the set parameters and provide highly relevant responses. If, however, a customer has a complex issue, Agentforce can escalate it to the support agent, allowing them to offer a permanent solution. This level of personalisation leads to a higher customer satisfaction score (CSAT) and net promoter score (NPS), always keeping humans at the centre of the technology.
How We Can Help
Our implementation team at Performa IT works closely with clients to set up customer feedback loops. We support training for users to leverage Agentforce to its fullest potential, helping to ensure that any AI recommendations align with real-world customer expectations. Through post-implementation reviews, we track improvements in CSAT and NPS, tying these metrics back to Agentforce usage.
Concerns About Data Privacy and Security
Client Concern
“We need to understand how handling sensitive customer data is managed around data privacy and security, especially with AI-driven solutions that analyse large amounts of personal information.”
How Agentforce AI Delivers
Salesforce has a strong track record of compliance with data security standards such as GDPR, CCPA, and HIPAA, and Agentforce adheres to these stringent security protocols, ensuring that customer data remains protected. With Agentforce’s highly secure data model and trust layer, no information is shared beyond your organisation. The AI’s data usage is limited to operational insights rather than intrusive data extraction.
How We Can Help
We work with clients to clarify data privacy features and provide necessary compliance for their internal audits. Our team also customises data retention and access settings within Agentforce AI, ensuring that the solution aligns with the client’s internal data governance policies and external auditing requirements.
Expectations for User-Friendly AI with Minimal Learning Curve
Client Concern
“We worry about the complexity of AI tools and how they might burden our customer service agents with an additional layer of technology to learn.”
How Agentforce AI Delivers
Agentforce is designed with a user-friendly interface that integrates directly into the existing Salesforce dashboard. It offers real-time suggestions, predictive prompts, and case recommendations that are easy for users to understand and act upon while enhancing workflows rather than complicating them. Additionally, Agentforce operates off of natural language, meaning that employees can communicate with their AI assistants as if they were instructing another colleague.
How We Can Help
We provide hands-on training and a knowledge transfer program to ensure users feel confident using Agentforce AI. Our team offers a phased deployment approach, allowing users to become comfortable with simpler features before adding more advanced functionalities. This ensures a smooth adoption process with minimal disruption to day-to-day operations.
Concerns Over Customisation and Scalability
Client Concern
“We operate in an industry with unique demands, so we need assurance that Agentforce can be customised and scaled to meet our specific needs.”
How Agentforce AI Delivers
Agentforce AI is highly configurable and can be tailored to various industry requirements, whether in retail, healthcare, or financial services. Its machine learning models can be adapted to prioritise the needs and trends of different business sectors, allowing it to grow alongside the business.
How We Can Help
At Performa IT, we offer consulting and implementation support to customise Agentforce AI for specific business use cases. Additionally, we provide guidance on best practices for scaling the solution as the client’s needs evolve, ensuring that Agentforce remains a strategic asset as their business grows.
As one of the first partners to roll out an Agentforce AI pilot in the United Kingdom and Ireland, we are already seeing a significant opportunity for companies looking to transform their operations and improve ROI. As a Salesforce consultancy with over 13 years of experience, Performa IT are here to support our clients at every stage of the Agentforce journey from defining the business case and customising the solution, to training teams and measuring results. By addressing key concerns and aligning the technology with business objectives, we help ensure that Agentforce delivers real, measurable, and sustainable value.
Check out performa-staging.co.uk/agentforce/ for more information, or to get started with an Agentforce Readiness Consultation.
Article by: Paul O’Dowd
Title: Chief Commercial Officer
Company: Performa IT Limited (UK)
Web: performa-staging.co.uk