Volume outpaces capacity
Contact volumes grow faster than the team. Queues lengthen and service levels are missed at peak times.
AGENTFORCE FOR SERVICE
Service leaders are asked to lower cost and raise satisfaction at the same time. We help you decide which contacts agents should resolve, which need a person and how to prove the change is working.
The problem
Demand keeps rising. Adding headcount is rarely an option, and customers notice when quality slips.
Simple questions fill the queue
Routine requests take the same route as complex ones. Skilled advisers spend their day on work that needs no judgement.
Knowledge is scattered
Answers live in documents, inboxes and the heads of experienced staff. Customers get different answers from different people.
Risk holds back automation
Leaders worry about wrong answers, tone and compliance. Without clear guardrails, pilots stay small.
Blueprint
A shared picture for service, technology and risk leaders. It makes scope and accountability clear before work starts.
05
Experience
Where customers and advisers meet the agent.
- Web and app chat
- Messaging
- Voice
- Adviser console
04
Agents
The agents that take on defined service work.
- Case triage
- Self-service resolution
- Knowledge drafting
- Field scheduling
03
Trust and guardrails
The rules that keep answers accurate and safe.
- Approved knowledge only
- Escalation rules
- Data masking
- Audit trail
02
Data: Data 360
One governed view of the customer and their history.
- Customer profile
- Case history
- Entitlements
- Product usage
01
Systems of record
The sources the agents read from and write to.
- Agentforce Service
- Knowledge base
- Order and billing
- Field service records
Use cases
We rank candidates by contact volume, risk and readiness of knowledge. These six come up most often.
Case triage
The agent classifies each new case, sets priority and routes it to the right queue. Team leads review the routing rules and any exceptions.
Self-service resolution
The agent resolves routine requests from approved knowledge and account data. It hands over to an adviser when the request falls outside policy.
Knowledge drafting
The agent drafts articles from resolved cases. A knowledge owner reviews and publishes each one.
Field scheduling
The agent proposes appointments based on skills, parts and location. A dispatcher confirms changes that affect committed visits.
Escalation summaries
The agent prepares a short summary of the case so far when it is escalated. The receiving adviser starts informed and decides the next step.
Proactive outreach
The agent spots known issues affecting a customer and drafts a notice before they call. A service manager approves the message and the audience.
Workflow
One example of how a routine request is resolved, with a person in control of the exception.
- 01
Customer contact
A customer reports a faulty product in chat.
- 02
Entitlement check
Data 360 confirms the order, warranty and case history.
- 03
Service agent
Diagnoses the fault and proposes a replacement within policy.
- 04
Team lead
Approves the exception that sits outside standard policy.
- 05
Case resolved
Replacement is confirmed and the case is closed.
Illustrative views
Sample screens with sample values. They show the kind of evidence a service leader should expect each week.
Service agent performance
Sample quarter
Cases resolved by agent
46%
Average time to resolution
4.2 hrs
Customer satisfaction
4.5 / 5
Escalations to advisers
18%
Cases resolved without adviser effort
- Order and billing queries82
- Product troubleshooting61
- Returns and replacements57
- Appointment changes44
Self-service resolution
Web chat
Customer
My heating controller stopped responding this morning. It is only a few months old.
Service agent
Sorry about that. I can see the order and it is under warranty. I have run the remote check and the unit is not responding, so a replacement is the right step.
Customer
Thank you. Could it be sent to my work address? I am away from home this week.
System. Address differs from the account record. Approval requested from the team lead.
Team lead
Approved after an identity check. The replacement will go to the work address and you will get tracking details by email.
- Verified customer identity
- Checked entitlement
- Ran remote diagnostic
- Requested address approval
Both views are illustrative. Values are samples, not client results.
Outcomes
Cost and quality are measured together. We agree the baselines with you first and report against them openly.
Targets are set with each client against their own baseline.
Case deflection rate
The share of contacts resolved by an agent without adviser effort.
Time to resolution
How long a customer waits from first contact to a resolved case.
First contact resolution
The proportion of cases closed in a single interaction.
Customer satisfaction
How customers rate the service they receive, across agent and adviser contacts.
Cost to serve
The average cost of handling a contact across all channels.
Time to first agent in production
How long it takes to move from decision to a governed agent handling real cases.
Approach
We advise, govern and assure. Your teams and your chosen partners carry out the work.
01
Discover
We analyse contact reasons, knowledge quality and channel mix to find where agents can safely take on work.
Outputs
- Contact demand analysis
- Knowledge readiness review
- Opportunity longlist
02
Define
We prioritise use cases by volume and risk, and set out the business case with cost and quality measures side by side.
Outputs
- Prioritised use cases
- Business case
- Success measures
03
Design
We define the service operating model: escalation paths, knowledge ownership and the limits of what an agent may resolve.
Outputs
- Service operating model
- Escalation and guardrail policy
- Phased roadmap
04
Direct
We assure the programme independently while your teams and partners carry out the work, and we report value against the case.
Outputs
- Programme assurance reviews
- Quality monitoring framework
- Value realisation tracking
Start with a conversation. We will tell you plainly whether there is a case.