Service agents, voice & field service

Agentic Service & Contact Center

Resolve more customer and employee requests with AI service agents, Agentforce Contact Center and Agentforce Voice, with people one handoff away.

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Overview

How we approach Agentic Service & Contact Center.

Service is where agents prove value fastest. We deploy AI agents that resolve common requests across chat, messaging and voice, and hand complex issues to people with full context.

For contact centers, we implement Agentforce Contact Center to bring voice, digital channels, CRM data and AI into one console, and extend the same approach to field operations and internal IT support.

Platforms

Service CloudAgentforce Contact CenterAgentforce VoiceField ServiceSlack

What’s included

AI service agents for web, messaging and voice
Agentforce Contact Center implementation
Agentforce Voice with natural, on-brand conversations
Agent-to-human handoff and supervisor workflows
Field Service scheduling and technician assistance
Employee and IT service agents in Slack and Teams

Outcomes

What we design for.

OUTCOME 01

Higher resolution

Common requests resolved without waiting in a queue.

OUTCOME 02

Focused people

Service teams spend time on complex, high-value conversations.

OUTCOME 03

One service view

Voice, digital and AI activity in a single console.

Delivery

Discover. Ground. Build. Observe.

01

Discover

Find the jobs where agents create measurable value, and capture baseline metrics before anything is built.

Use-case scoringBaseline KPIsRisk review

02

Ground

Prepare the data, knowledge and permissions agents depend on, so answers are accurate and access is safe.

Data 360Knowledge cleanupLeast privilege

03

Build & Test

Design agents in Agentforce Builder, lock critical steps with Agent Script and test against real scenarios.

Agent ScriptTesting CenterGuardrails

04

Launch & Observe

Roll out in stages, monitor every session and keep tuning with managed AgentOps.

ObservabilityA/B testingAgentOps

Where this fits

Industries we apply this to.

Government & Public Sector

AI agents and modern case management that help agencies serve constituents faster, with the security and accountability government requires.

Constituent service agents for eligibility and status questions
Benefits and case management with AI summaries
Licensing, permitting and inspections

Manufacturing

Agents for dealers, field service and sales operations, connected to ERP and grounded in accurate account and asset data.

Partner and dealer service agents
Field technician assistance and work order summaries
Sales agreements and account-based forecasting

High Tech

Scale support and revenue with AI service agents, sales agents and customer success insight built on product usage data.

Technical support agents grounded in documentation
Inbound lead qualification and meeting booking
Customer health scoring from product usage data

Related

Explore other practices.

Agentforce Strategy & Readiness

Find the agent use cases worth building, assess data and trust readiness, and leave with a costed roadmap to production.

Agent Design & Development

Design, build and test AI agents in Agentforce Builder, with Agent Script for the steps that must run exactly as written.

Data 360 & AI-Ready Data

Unify, clean and govern the data that grounds your agents with Data 360, Informatica and Zero Copy access to your data lake.

Let’s talk

Let’s put your first agent to work.

Tell us where Salesforce and AI stand today. A 30-minute call with an architect is the fastest way to find the agent use cases worth building first.

Book an AI readiness call +1 703-828-5577