Unlocking 20% Higher Efficiency and Automation with Custom Agentforce Solutions

To help the customer overcome their challenges, we implemented a series of customized solutions aimed at streamlining their support operations.

What Our Salesforce Certified Experts Executed

1. Escalation Prediction Using Salesforce Prompt Builder on Agentforce, we addressed escalation challenges by analyzing real-time interactions. We built predictive prompts to assess escalation likelihood, tone, sentiment, communication gaps, and urgency, enabling proactive responses and reducing the frequency of escalated cases.
2. Get Similar Cases To speed up case resolution, we created a custom Apex class and configured Prompt Builder to query and display related cases. This allowed support agents to quickly access similar cases, reducing search time and improving resolution efficiency.
3. Case Timeline Summary and Sentiment Analysis We created custom objects—’Timeline Summary’ for a high-level case overview and ‘Timeline Details’ for granular tracking—and integrated sentiment analysis. Using Prompt Builder and custom Apex code, we ingested case data to provide managers and reassigned agents with clearer insights into case history and customer sentiment for faster, informed decision-making.
4. Sentiment-based Email Auto Draft Response Created a custom feature that utilizes case data, including case comments and related emails, to identify whether the last email was sent by an agent or a customer, assesses customer sentiment across all communications, and generates an appropriate response—a follow-up if the agent emailed last, or a case update if the customer did.