Launch day is the start of an agent's life, not the end. Customer questions drift, knowledge ages and small instruction changes can have surprising effects. Teams that treat agents like production software, with monitoring, testing and a release process, are the ones that keep improving results.
Watch how the agent reasons
Agentforce Observability provides session traces and per-message reasoning summaries, so you can see which topic the agent chose, which actions it called and why. Review a sample of sessions every week, especially those that ended in escalation or negative feedback.
Define the metrics that matter
Pick a small set: resolution rate, escalation rate, accuracy on sampled conversations, customer satisfaction and cost per resolved conversation. Compare them with the baseline you captured before launch.
Test every change before it ships
Build a library of real scenarios, including edge cases and adversarial prompts, and run it in Agentforce Testing Center whenever instructions, actions or knowledge change. A regression in one topic is easy to miss by hand.
Experiment with real traffic
A/B testing lets you run agent versions side by side against real conversations and promote the better performer based on data rather than opinion.
Give every agent an owner
Each agent needs a named business owner and a technical owner, with a regular review cadence. That AgentOps rhythm (observe, diagnose, change, test, release) is what turns a promising pilot into a dependable part of operations.