Resolve common requests end to end with a scoped AI agent that escalates the rest.
Some request types are routine enough to handle end to end. An Agentforce agent can resolve common internal requests — for example document questions or standard service requests — grounded in Salesforce data, escalating anything outside its scope to a human agent.
This complements customer-facing self-service by automating the resolution loop for predictable requests.
Show faster, more consistent service inside Salesforce with automation metrics.
See where the AI reduces effort and where classification or replies need tuning.
Tune which fields Einstein predicts and the data it learns from for the team's case types.
Define the routine request types the agent will handle. Identify request types that are routine enough to handle end to end — for example document questions or standard service requests.
Ground the agent in the relevant Salesforce Knowledge and data. Connect the agent to the Salesforce Knowledge and data that cover the request types in scope.
Set the actions it can take and the boundaries it must not cross. Define the approved actions and set boundaries the agent must not cross.
Configure escalation to a human for anything out of scope. Set escalation rules so the agent escalates to a human agent anything outside the defined scope or requiring judgement.
Test on real request types before enabling, then monitor its handling. Test the agent on real request types before enabling, then monitor its handling after deployment.
**Scenario:** [Your team] receives routine requests for access to internal policy documents. **Agent scope:** The agent can retrieve links to published policy documents from Salesforce Knowledge and send them to the requester. It escalates requests for unpublished documents or restricted content. **Grounding:** The agent is grounded in Salesforce Knowledge containing published policy documents. **Actions:** The agent can search Knowledge, retrieve document links, and reply with a templated message. **Boundaries:** The agent cannot access restricted documents or create new Knowledge articles. **Escalation:** If the requester asks for a document not in Knowledge, the agent escalates to [human agent queue]. **Test:** You test the agent against sample requests before enabling it.
Handle standard document and service-request questions using Salesforce Knowledge and case data; take only the approved actions, and escalate to a human agent anything outside the defined scope or requiring judgement.
Get a complete, on-brand draft grounded in the team's knowledge to review and send.
Send each case to the correct queue automatically, removing manual redirection.