Agents that don't just answer โ they act inside Salesforce.
We design and build Agentforce agents for sales, internal ops, and customer-facing support โ wired to real Apex and Flow, not just a script that suggests replies.
13+ years Salesforce architecture ยท Service, Sales & Experience Cloud builds ยท Apex-first, not toggle-only
Want the full technical walkthrough? Read our complete Agentforce developer & admin guide โ
Not every agent should do the same thing
Most failed Agentforce rollouts try to build one agent that does everything. We scope one job per agent โ sales, internal ops, or customer support โ and design the topics around that job specifically.
AI Sales Agent
Works new leads the moment they land โ research, scoring, outreach, follow-up, and meeting booking โ before a rep ever opens the record.
- Scores & researches inbound leads
- Drafts and sends personalized outreach
- Books meetings, updates Lead/Opportunity fields
- Flags the rep only when a human touch is needed
Employee & Ops Agent
Answers the questions your team currently pings an admin or a manager for โ org health, permission issues, account status, case history.
- Diagnoses permission & access issues
- Surfaces account briefs and opportunity risk
- Flags org health issues before they escalate
- Runs on natural-language requests, not menus
Website & Experience Cloud Support Agent
Handles case deflection, order status, and FAQ resolution around the clock, and hands off to a human the moment a rule says it should.
- Identifies the customer, queries live Salesforce data
- Calls external APIs (shipping, billing) via Apex
- Creates or updates Cases automatically
- Escalates on SLA breach or explicit request
The agent reasons. Apex and Flow do the work.
Agentforce's Atlas engine decides what should happen. It doesn't touch your data directly โ every action that reads or writes a record runs through Apex or Flow you control, with your sharing model and validation rules intact.
For the step-by-step build process, see our Agentforce developer & admin guide.
Topics & classification
Each topic defines when the agent engages. The classification description drives routing accuracy โ vague descriptions cause wrong-action selection, so we write these deliberately, not as an afterthought.
Standard & Flow actions first
Record lookups, summaries, and simple updates run through out-of-the-box actions or declarative Flow โ no code, faster to ship, easier for your admin to maintain.
Apex actions for real logic
Scoring algorithms, multi-object queries, external API callouts, and custom sharing logic go through @InvocableMethod Apex โ single-purpose, precisely labeled, testable in isolation before they're wired into the agent.
Human-in-the-loop gates
Low-risk actions (drafting, summarizing) run autonomously. Higher-risk actions (refunds, closing opportunities, data changes) route through approval โ a boundary we design per use case, not a default.
Practical Agentforce use cases we build
These aren't hypotheticals โ each of these is a real pattern of topics, actions, and Apex we've scoped for clients across sales, service, and operations.
Lead โ Meeting Sales Agent
Reads, scores, and researches new leads, sends personalized outreach, follows up, and books the meeting โ reps step in only when flagged.
Customer Support Agent
Identifies the customer, checks order/shipment status via API, explains it, and creates or escalates a Case per SLA rules.
Case Resolution Agent
Cross-references case history, Knowledge, and entitlements to suggest โ or with approval, execute โ a resolution.
AI Account Brief
Generates a live account health summary โ risk, open cases, opportunity value, and recommended next actions โ from CRM data.
Opportunity Risk Assistant
Analyzes activity gaps, stage duration, and competitor signals to surface a win-probability read and next best action.
CPQ / Quote Assistant
Turns a plain-language quote request into a real Salesforce CPQ quote โ products, pricing rules, discounting, approvals.
Admin Diagnosis Agent
Investigates a permission or access complaint across profiles, permission sets, and sharing rules, and returns the root cause.
Org Health Agent
Scans failed flows, Apex errors, API usage, and inactive licenses on a schedule and returns a scored health report.
Data Cleanup Agent
Flags duplicate accounts, inconsistent picklist values, and missing fields, and applies approved corrections.
Document โ Salesforce Agent
Extracts structured data from an uploaded contract or order form and creates or updates the matching records.
Contract Risk Review
Flags unusual payment terms, termination clauses, and missing information on incoming contracts for legal review.
Internal Ask-Salesforce Agent
Answers plain-language questions โ "which customers haven't been contacted in 30 days" โ without a report being built first.
We scope 2โ3 agents that pay for themselves, not twelve that don't ship
Agentforce is easy to turn on and easy to get wrong โ poor topic design, dirty data, and missing escalation paths are the most common reasons a DIY build stalls. Our process is built around avoiding exactly that.
Data quality, license check, and Einstein prerequisites reviewed before a single topic is designed.
We identify the 2โ3 highest-value agent workflows for your business, not the longest possible list.
Topics, Apex actions, Data Library setup, and channel configuration โ tested in isolation before going live.
Go-live support, Command Center setup, and ongoing optimisation as usage and edge cases surface.
Questions we hear before a build starts
Q. Is Agentforce the same as a chatbot?
No. A chatbot follows a script. An Agentforce agent can be triggered by a data event, reason using your live CRM data, and take action through Apex or Flow โ handing off to a human only when a rule says it should.
Q. Do we need developers to build an agent?
For a simple FAQ-style agent, no. For anything that scores leads, calls an external API, or applies business logic beyond a record lookup, you'll want Apex actions โ where most of our build time goes.
Q. Can the agent update records on its own, or does a human approve everything?
Both patterns are common. We design low-risk actions to run autonomously and gate higher-risk actions behind approval โ a boundary we set per use case, not a platform default.
Q. Where can an agent live โ just inside Salesforce, or on our website too?
Both. Employee agents typically run in Lightning Experience or Slack. Customer-facing agents deploy to Experience Cloud, your public website, WhatsApp, or email.
Q. How is this different from your AppExchange app development service?
Agentforce agents run inside your org for your own users and customers. AppExchange apps are packaged and distributed to other Salesforce customers โ some clients' agent logic later gets packaged and listed, and we handle both paths.
Know the job you want an agent to do?
Tell us the workflow โ sales follow-up, case deflection, an internal ops question you keep answering manually โ and we'll scope what Agentforce can actually take off your plate.
Book a Free Consultation โ