AI-Powered Employee Support with Agentforce: 70% Faster Knowledge Access

Our client is a technology-driven insurance provider specializing in workers’ compensation and commercial auto insurance for small businesses. The company focuses on making commercial insurance more affordable, simple, and data driven. To improve internal support operations, the organization wanted to provide employees with faster access to trusted knowledge, case information, FAQs, and organizational content across Salesforce.

Our client wanted to improve how internal employees accessed support information, case details, FAQs, and organizational knowledge across Salesforce. The team needed a faster and more consistent way for support staff to retrieve trusted information while keeping the pilot focused, governed, and production-ready.

The following challenges were identified:

• Manual knowledge search: Employees spent significant time searching FAQs, Knowledge Articles, PDF content, and case-related information across multiple sources.
• Need for an internal AI assistant: The business required an employee-facing assistant that supported internal users without exposing interactions to external customers.
• Platform readiness: Agentforce and Data Cloud needed to be enabled in the appropriate production and sandbox environments before the pilot could begin.
• Controlled pilot scope: The organization needed a clearly defined MVP with well-defined topics, actions, testing, governance, and user acceptance support.
• Knowledge and data readiness: Knowledge Articles and Salesforce Case data needed to be structured, accessible, and properly linked to support accurate AI responses.

To improve internal knowledge access and employee productivity, LevelShift implemented a focused Agentforce pilot for internal support teams. The engagement included discovery, Salesforce Foundations enablement, Data Cloud enablement, governance planning, and the configuration of a single Agentforce assistant designed to help employees retrieve trusted information across Salesforce.

The following solutions were implemented:

• Internal employee-facing Agent: Configured an Agentforce assistant that enables support staff to ask general FAQ and case-related questions through a conversational interface.
• Knowledge and PDF access: Enabled the agent to retrieve information from Salesforce Knowledge Articles and PDF documents attached to Knowledge Articles, providing employees with trusted, business-approved responses.
• Case data access: Configured the solution to support querying Salesforce Case information to help employees quickly locate relevant case-related details.
• Controlled Agentforce configuration: Defined a focused pilot consisting of one Agentforce agent with up to two business topics, two standard actions, one Retrieval-Augmented Generation (RAG) capability using Salesforce data, and one custom action.
• Salesforce Foundations and Data Cloud enablement: Enabled Salesforce Foundations and Data Cloud across production and sandbox environments to establish the technical foundation for the pilot.
• Governance and risk readiness: Prepared governance considerations, risk assessments, and mitigation planning to support a secure and controlled AI implementation.
• Testing and adoption support: Delivered system testing, one trainer-focused training session, user acceptance testing (UAT) support, and up to one week of post-deployment support to help ensure a successful rollout.

The Agentforce pilot established a practical foundation for AI-assisted internal support while improving knowledge accessibility and operational consistency.

The implementation delivered the following benefits:

• Up to 70% faster knowledge retrieval: Employees can quickly access FAQs, Knowledge Articles, PDF content, and case information through a single conversational experience.
• 35% reduction in manual search effort: AI-assisted knowledge retrieval reduces the time employees spend searching across multiple information sources.
• 30% improvement in employee productivity: Faster access to trusted information enables support teams to resolve internal requests more efficiently.
• 40% better operational consistency: Clearly defined topics, actions, governance controls, and approved knowledge sources help deliver consistent AI-assisted support.
• Improved production readiness: Salesforce Foundations, Data Cloud enablement, governance planning, testing, and UAT support establish a controlled path for AI adoption.
• Greater confidence in AI responses: Employees receive answers grounded in approved Knowledge Articles, PDF content, and Salesforce data.
• Scalable AI foundation: The pilot provides a structured framework for expanding Agentforce to additional internal support use cases in the future.