As businesses embrace AI-driven automation, Agentforce agents are fast becoming disruptors; making customer service, marketing, operations, communications and sales functions faster and better than ever before. However, like any workforce – digital or human – ongoing management and optimisation are essential to ensure continued performance and efficiency. To get the most out of your Agentforce agents, it’s crucial to adopt best practices and leverage structured support programs designed to maximise their potential and really see those benefits come to life.
Our Top Five Tips for Managing Your Agentforce Agents
1. Regularly Review Agent Workflows
Just like human employees need feedback and refinement, digital employees require ongoing assessment to ensure they’re working at peak efficiency. Schedule regular workflow reviews to identify inefficiencies, redundant steps, or outdated processes that may hinder performance. Regular check-ins can help fine-tune workflows and maintain seamless automation.
2. Monitor Performance Metrics & KPIs
To ensure that your digital workforce is delivering value, define key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction scores. Agentforce provides real-time analytics, allowing businesses to track agent interactions, identify bottlenecks, and optimise processes based on data-driven insights. Your agents need a goal to work towards, just like we do!
3. Ensure Data Health (even if you aren’t yet using Data Cloud!)
Autonomous AI-driven agents rely on real-time data to make intelligent decisions, and many Salesforce technologies now come pre-built with Data Cloud, a foundational layer to keep your data unified and ‘speaking the same language’. Keeping your data in check ensures that your agents have access to the most up-to-date and relevant information. Frequent data or Data Cloud reviews ensure your data is clean, structured, and compliant with security and privacy regulations – meaning that your digital agents will be set up for success.
4. Optimise Agent Training & Knowledge Base
Your digital employees are only as good as the training they receive. Updating your knowledge base regularly and refining your agent’s natural language processing (NLP) capabilities will enhance accuracy and efficiency. Providing continuous learning opportunities ensures that your AI agents evolve alongside your business needs.
5. Experiment with New Use Cases
AI is an evolving field, and businesses should continuously explore new applications for their digital employees. We encourage our customers (and our delivery team) to think outside the box. Where are the admin burdens? Where are the bottlenecks? What processes are the most time-consuming? An added bonus is, because this technology is brand new, if you think of it first – it might just be the thing that sets you above your competition!
Exclusive Support: Announcing The Performa IT Agent Review Programme
To help customers manage and optimise their Agentforce implementations, Performa IT offers an exclusive Agent Performance Review Programme – a complimentary support package included with every Agentforce deployment.
What’s Included in the Agent Performance Review Programme?
- Bi-Annual Health Checks – Ensure workflows are optimised and performing efficiently to best practice.
- Annual Data Cloud Health Check – Maintains data integrity and ensures compliance with security protocols.
- 6 One-Hour, One-to-One Support Sessions – Provide dedicated expert guidance for Q&A, troubleshooting, and eliminating risk.
- POC Demos for New Use Cases – Facilitate the exploration of new opportunities with confidence, getting your team access to expert advice before full deployment.
This programme ensures your digital employees continue delivering value and remain aligned with evolving business goals. However, for companies needing more extensive support, Performa IT offers two additional paid service tiers:
For businesses that require ongoing maintenance, troubleshooting, and expert guidance beyond the complimentary programme, we offer two tailored support options:
1. Agentforce Amplify – Essential Support & Maintenance
Designed for businesses without in-house expertise that need on-demand support, minor adjustments, and troubleshooting assistance, the Agent Activation package includes:
- Bug fixes to ensure smooth agent performance
- Q&A/help desk service for operational inquiries
- Ongoing maintenance to keep workflows efficient
- Expedited support for urgent technical issues
- Proactive maintenance and management of new releases
This tier is ideal for organisations that want to retain control over their AI agents and develop their digital workforce, but need expert guidance for continued optimisation.
2. Fully Managed Services for Agentforce
For businesses that prefer total peace of mind, our Fully Managed Services option provides a comprehensive, customisable support offering where we take care of everything related to your digital employees and leave you to focus on the more important things. Although our managed service packages are tailored to each individual customer and their requirements, this support model can include benefits such as:
- Management of Agents and workflows
- Proactive maintenance and management of new releases
- Ongoing development and enhancement of new use cases and agents
- Regular performance evaluations
- Troubleshooting & bug fixes
- Ringfenced resource
- AI-driven innovation to expand capabilities
- Strategic planning
- Access to technical architecture and BA support
- 24/7 support for critical escalations
With this package, you can focus on scaling your business while we handle the optimisation and evolution of your digital workforce.
The Key to Maximising Your AI Resources
Your Agentforce agents are powerful assets that can drive efficiency, improve customer experiences, and streamline business operations. However, ongoing management is crucial to ensure long-term success. With the Performa IT Agent Review Programme, our customers have access to complimentary expert support to keep AI agents performing at their best. And for those needing additional help, our Agent Activation and Fully Managed Services tiers provide flexible, tailored solutions.
Embrace the future of AI-driven workforces with confidence – because even digital employees perform best with the right support. Contact us today to get started on your Agentforce journey!
More on Agentforce and the Digital Workforce:
The Digital Workforce: Which Agent Should I Employ?
“If Agentforce is so easy to use, then why do I need a Salesforce Partner?”