AI agents on Salesforce can now take real actions: update records, book appointments, answer customers. The question is no longer whether they work, but where to start. These are the use cases we recommend for a first pilot.
Start here
1. Order and appointment status
“Where is my order?” and “Can I change my appointment?” are high-volume, low-risk and easy to measure. An agent with read access to orders or service appointments and a single “reschedule” action can resolve a large share of these requests.
2. Case summaries for agents
Long case histories slow down service teams. A Prompt Builder template that summarises the case, the customer’s sentiment and the next best step saves minutes on every hand-off.
3. Email drafts from the record
Follow-up emails after a call, renewal reminders and quote cover notes can be drafted from the record, then reviewed and sent by a person.
4. Inbound lead qualification
An agent can ask qualifying questions on your website, enrich the lead and book a meeting with the right rep, out of hours included.
5. Internal knowledge questions
“What’s our refund policy for annual plans?” An employee-facing agent grounded in your knowledge articles reduces interruptions for senior staff.
Leave these for later
- Anything that moves money without human approval, such as refunds above a small threshold or discounts.
- Clinical or legal advice. Use AI to summarise and route, and leave the decisions to qualified people.
How to pilot safely
- Pick one use case with clear volume and a clear success metric.
- Fix the data first. An agent is only as good as the records and knowledge it can read.
- Limit actions and access. Give the agent the smallest set of actions it needs, running with the user’s permissions.
- Test with real conversations before customers see it, and keep a human hand-off one click away.
- Measure for three to four weeks, then decide whether to expand.
Thinking about Agentforce? Our Agentforce pilot is a fixed three-to-four week engagement. Talk to us to see if it fits.