Customer Zero: How Salesforce Uses Agentforce to Transform Support Handoffs
As Customer Zero, Salesforce is the first adopter of our own technology, prototyping the path for our customers to deliver world-class service. Join us for an exclusive look behind the curtain at how we use Agentforce Service to eliminate the clunkiness of traditional customer support and create a straight line to resolution.
In this session, you’ll discover how Salesforce reimagined the help.salesforce experience and transitioned from reactive case management to a proactive, agentic enterprise. We’ll share the real-world results from our first year, including how we achieved a 4.6 CSAT rating and a 74% resolution rate by empowering AI agents and humans to work as one unified team.
In this webinar, you will learn how to:
- Reimagine Self-Service at Scale: Discover how Salesforce made real-time help more accessible to customers on help.salesforce.com with Agentforce, answering more than 3 million support requests in the first year — than ever before.
- Reduce Case Volume & Escalations: See how Salesforce experienced a 5% decline in case volume—and 12% fewer cases than forecasted—even while product adoption grew.
- Enhance the Human Handoff: Discover how we enable our engineers to provide full resolutions in as little as one hour by bypassing discovery steps using our own OOTB features, as part of Agentforce Service.
- Boost Productivity & Speed: Learn how we improved case-filing efficiency by 33% and made the process 20% faster for our customers.
- Scale Globally: Understand our strategy for supporting customers across multiple languages with real-time switching.
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