Salesforce Agentforce Use Cases

Alice M.

Hawk-eye editor with a passion for trailblazing Salesforce experiences

Updated: Mar 18th, 2025

“Our vision is bold: to empower one billion agents with Agentforce by the end of 2025. This is what AI is meant to be.”
– Marc Benioff

The above quote speaks volumes, but if you are in our Ohana community, then Agentforce needs no introduction! Since being catapulted into the mainstream at Dreamforce 2024, this technology has become the “it” trend in the world of Salesforce. But with all the buzz, what does adoption actually look like within a business context? And how is Agentforce being used right now? In this article, we check out Agentforce use cases and how they might benefit your Salesforce processes. The aim is to understand how Salesforce’s most significant innovation plays out in specific business scenarios.

Let’s go!

Agentforce at a Glance

In a nutshell, here are some of Agentforce’s stand-out capabilities:

Predictive and Generative AI make way! Agents, which are autonomous AI bots, are here to transform your CRM. But what does this mean?

• AI Agents in Salesforce can now do more than make predictions and generate content. Agents can make intelligent decisions on behalf of your organization and act as digital employees.
• Agents can handle queries around compliance and detect fraud. 
•  Agents run reports and present an analysis of the findings.
• Agents can handle requests and provide advice to your customers.
• In an “Agent-Topia” all mundane and routine tasks are carried out by agents to free humans up for high-value work.
• Salesforce has made Agentforce 2.0 generally available in February 2025, which means revamped features and even more sophisticated agents.

Benefits of Agentforce for Your Use Case

This list could get very long, so here are some of the stand-out benefits that Agentforce offers businesses: 

• Agentforce is integrated with your Industry Cloud, enabling personalized insights into every customer.
• Operational costs can be lowered with Agentforce as your institution enjoys increased automation and greater efficiency.
• Say goodbye to manual work – audits, document management, approvals, and many more processes can be fully handled by Agentforce.
• Data-driven decision-making in real-time ensures that institutions can pinpoint trends, react accordingly, and plot out future strategies.
• With Agents, you get 24/7 support for client queries to enhance satisfaction and reduce case resolution time. 

Now that we have taken a look at some of the high-level capabilities and benefits of Agentforce for business use cases, let’s dive into more specific examples. While this list is not exhaustive, it certainly offers food for thought.

Order and Shipping Management

Agentforce can act as a useful partner in your e-commerce operations. Agents can autonomously track the status of orders and shipments, including monitoring delivery times and checking out whether there are any delays. Your e-commerce staff are freed from time-consuming manual tasks and are able to engage in high-value work.

In a global marketplace, where e-commerce orders are now being shipped to every corner of the earth, it is useful to have the tracking and monitoring of this completely automated with AI. This gives humans back the time they need to tackle more complex cases. With agents, the sweat can be taken out of large-scale logistics and e-commerce companies can focus on building their brand, forging relationships, and creating innovative products.

Examples of e-commerce businesses that can benefit include:

• Organizations handling retail and consumer goods, for instance, clothing, furniture, and much more.
• E-commerce in B2B such as manufacturers and industrial suppliers.
• Any e-commerce model that operates via subscriptions, such as meal delivery services.

Product and Service Information

Regarding Agentforce for sales use cases, agents can provide reliable and real-time information on your organization’s products or services.  If a customer has a query about a special offer or promotion, agents can retrieve this data and present relevant answers. Similarly, customers can get answers 24/7 to all their pressing questions regarding product and feature comparisons.

With agents handling all routine questions at lightning speed, as well as providing complete details on warranties and service plans of your product, your sales team is freed up to make powerful human connections and ramp up deals. This Agentforce capability can be helpful in a range of industries such as High Tech, where software and SaaS products are constantly evolving. In fast-moving contexts like these, it can be challenging for busy salespeople to stay informed of updates while also nurturing personal relationships with customers.

Other services and products that can be elevated with agent support, include: 

• Consulting, where agents can provide information on optimal business strategy.
• Electronics and hardware: agents can provide customers with robust knowledge so they can make an informed purchase.
• FinServ: agents can provide a complete breakdown of investment options, insurance solutions, and banking guidance.
• Higher Ed and training: agents can give prospective learners complete specifications of what a particular course or certification will cover.

How will sales transform with support from agents in brokering deals and supporting service delivery? We predict unprecedented efficiency, more scope for the human touch, and greater customer satisfaction.

Financial and Transactional Support

Agentforce can be a game-changing tool in streamlining your financial services organization.

• Using Agentforce, you can address queries from clients, monitor interactions, manage company policies, and renew client subscriptions.
• With Agents, financial service teams can reduce tech costs and deploy solutions across communication channels to make sure their client experiences are well managed. This can proactively boost employee or client experiences with conversational language and round-the-clock support. 
• Managing financial transactions can become a cumbersome administrative activity. It consists of billing documents to clients, supporting a seamless payment process, and double-checking invoice disagreements. This is not to mention monitoring payment status tracking and confirmation. However, with Agentforce’s solutions, financial advisors can skip these tasks by confidently handing them over to their digital colleagues. 

Technical Support and Troubleshooting

Whether you are running a software company or creating hardware that customers use every day, Agentforce has you covered.

• Tech troubleshooting is that much simpler with the help of Agentforce. Take the tedious cases off the shoulders of your support team and leverage intelligent agents to help your customers resolve their queries. This means your support staff has more headspace to focus on complex queries, and your organization as a whole can devote more time to honing your product.
• If your tech company manufactures hardware, then Agents have your back. Agents can assist customers with troubleshooting the setup and implementation of devices, answering common queries, and ensuring the tech operates optimally. The result is fewer cases and happier customers, as well as a reduced strain on your IT support team.
• Are your customers having issues with service and connectivity? Keep them up-to-date on interruptions and outages in real-time with Agents who can communicate effectively and insightfully. Agents are also able to talk customers through any issues and help them resolve problems speedily. All records are synced with Salesforce for end-to-end tracking.
• Customers purchasing your software can get 24/7 assistance with product and system setup via Agentforce. This streamlines the entire installation and onboarding process and frees up your team to focus on developing a quality product.

Knowledge Assistance

One of the standout business use cases of Salesforce Agentforce is the ability of this technology to provide instant and personalized knowledge assistance to your customers. Before AI agents, generative AI would simply provide knowledge recommendations to human agents, who would have to then make decisions on the most appropriate material to provide in a specific scenario. Agents, now armed with autonomous reasoning capabilities can retrieve relevant knowledge base articles, fields FAQs based on a personalized analysis of a customer’s case, and resolve any issues in no time at all.

The ability to provide prompt and efficient knowledge assistance is crucial to several sectors, for instance:

• Technology, where customers need ongoing help troubleshooting issues and setting up software.
• Healthcare: staff such as doctors, nurses, and support personnel need training and information to ensure they adhere to medical guidelines and relevant protocols when providing care for patients.
• Nonprofits: efficient knowledge assistance for volunteers can streamline onboarding processes while knowledge assistance for donors can make donations easier and hassle-free.

Account and Membership Management

Tired of manually handling queries around accounts and memberships? Well, with Agentforce you don’t need to sweat it. To fast-track support, Agents can field tough questions, update accounts automatically, and assist customers with resetting passwords, 2FA, and much more. Increase memberships with agents that provide 24/7 assistance on benefits, guidance, and easy help for the sign-up process.

Some examples of sectors that handle accounts and memberships include:

• The hospitality industry, where loyalty programs at hotels and resorts help customers upgrade, while frequent flyer programs incentivize travelers to choose the same airline again and again.
• Government: for example where citizens need their social security details updated.
• Media: for instance physical and digital subscriptions to magazines and newsletters.

Scheduling and Appointment Management

Scheduling and appointments are fast-tracked with the help of agents embedded in your CRM. These agents can handle all bookings speedily and accurately to ensure appointments are a breeze. This means your support staff can skip the back and forth that often goes hand in hand with the booking process. No more double-booking or duplicate appointments.

Sectors that particularly need effective scheduling processes include:

• Legal, where clients need to be seen promptly and efficiently by an appropriate legal representative.
• FinServ, which involves advising clients on their financial prospects and future.
• Healthcare, such as medical appointments. 

Escalation to Human Agents

While Agentforce can be a game-changer for enhancing efficiency, reducing manual work, and culling human errors, some tasks are too complex or sensitive to be dealt with by agents. It bears noting that when you build and configure agents for your use case, you can install guard rails to escalate the matter to a human agent under particular conditions. These conditions can include instances where the agent may not fully understand the query. You can also stipulate that when a question comes in from a high-value prospect or customer, then the case should be routed to a human. Ultimately, it’s up to you to set up the guard rails that make the most sense in your business scenario. 

Titan: Unlocking Agentforce Use Cases

If you’re looking for a 3rd party tool that syncs seamlessly with Agentforce, look no further than Titan.

Why Titan? Well, Agentforce and the Salesforce platform as a whole lack robust native signing, doc gen, and form-building capabilities. Leveraging Titan’s no-code tools, agents can:

• Generate dynamic documents directly from Salesforce, such as quotes and invoices, by pushing a single button.
• Predict contract renewals based on Salesforce data and then leverage Titan’s CLM to automatically generate contracts from your CRM.
• Intelligently manage leads by assigning high-value leads to the most skilled salespeople. While Agentforce accurately prioritizes leads based on data analysis, Titan helps agents deploy Salesforce synced forms in an automated workflow.
• Collect customer data via Titan’s Salesforce forms. Once this information is fed to Agentforce, it can make recommendations to personalize virtually any customer experience.

These enhanced document and form-generating capabilities complement Agentforce’s sophisticated reasoning abilities. Agents can easily generate the right documentation, synced to Salesforce, to streamline any of the use cases mentioned in this article. For example, Titan can generate a knowledge article, an e-commerce quote, or a billing document to assist an agent with their case. The best part is the integration with Titan is real-time and you don’t need any coding knowledge to set it up.

Get in touch. See you soon!

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Disclaimer: The comparisons listed in this article are based on information provided by the companies online and online reviews from users. If you found a mistake, please contact us