A governed AI service architecture in which Agentforce works inside Service Cloud. It is grounded in Data 360 context and Knowledge, scoped by topics and instructions, and always able to hand off to a human agent.
Complex service interactions need context. The AI agent had to understand who the customer is, retrieve the right information, answer from trusted data, take appropriate actions, escalate what it shouldn't handle, and stay within Salesforce security boundaries throughout.
Agent design: topics and instructions defining what the agent handles and how.
Actions: explicit agent actions for the tasks it can perform.
Grounding: responses drawn from CRM data, Knowledge and Data 360 unified context.
Escalation: a defined hand-off to a human service agent in the Service Cloud console.
Control: permissions and security boundaries applied to what the agent can see and do.
Quality: testing and evaluation built into the design.
AI inside the business system, not beside it. Service Cloud stays the system of record for cases and escalation, so AI interactions follow the same processes, permissions and reporting as human ones.
Grounded, not improvised. Responses draw on CRM data, Knowledge and unified context, so answers come from the organisation's trusted sources.
Scoped by design. Topics and instructions bound the agent's behaviour, actions are explicit, and permissions apply.
Evaluation as part of the build. Testing is designed in from the start, alongside a clear path to a human.
Context-aware AI service interactions on Service Cloud
Responses grounded in CRM data, Knowledge and unified customer context
A defined escalation path to human agents
Governance through existing Salesforce permissions and security
Customer service
A unified service platform on Salesforce Service Cloud that brings email, web, WhatsApp, Facebook and live chat into one agent workspace. Einstein Bots handle first-line requests, and skills-based routing puts everything else in front of the right agent.
Enterprise data · Confidential engagement
A governed customer-data foundation on Salesforce Data 360 that resolves records from multiple enterprise systems into one unified customer profile. It is the trusted base for CRM experiences, analytics and AI.
SaaS, Customer support
The retrieval engine behind a Finnish AI-chatbot product: businesses add their website or PDFs and get a grounded chatbot they can embed on their site.
We can scope and build a system with comparable capabilities, shaped around your own workflows, data and integrations.
