When you need help, you want answers fast — no endless searching or waiting. An AI agent that’s set up with the right knowledge is perfect for the job. 

In October 2024, we launched Agentforce on Help to make it easier for customers to get answers – fast. Before that, our Help Portal worked just like most support sites: tons of content, search tools, videos, and case submissions. It did the job, but we kept hearing the same feedback: 

• There’s too much information.
• It’s hard to find the answer quickly. 

We knew we needed something better. Enter Agentforce — a digital teammate designed to deliver instant, relevant answers.

Of course, just like any new employee, Agentforce had a lot to learn. Some lessons were smooth, while others gave us valuable insights. Here’s what we got right, what we had to rethink, and the key takeaways from our journey.