The best way to get started with Salesforce Agentforce: Implementation, pilot projects, and quick wins

Many companies face the challenge of introducing AI-based technologies without disrupting their day-to-day operations. The key question: how can Salesforce Agentforce be implemented in a way that delivers visible results quickly? The first step is a thorough analysis of the current state: which processes are best suited for automation? In most cases, these are repetitive tasks in customer service or commerce, where manual steps accumulate significantly.

Achieving tangible results with pilot projects

It is advisable to define a clearly scoped pilot project. For example, if your returns management involves numerous time-consuming inquiries, this could be a good starting point. An Agentforce service agent can answer return policy questions, automatically generate shipping labels, and even check for goodwill conditions. To measure success, define KPIs such as turnaround time or customer satisfaction in advance.

Start agile, learn fast

An agile approach with rapid iterations makes sense. The agent can be trained step by step and adjusted to internal systems if needed. This also avoids long development phases without tangible outcomes. After just a few weeks, the first “quick wins” may become visible: shorter wait times, fewer escalations, and strong acceptance among employees who feel the relief.

Don’t forget Change Management

Change management plays a critical role. It’s important to involve all relevant stakeholders early on – from IT and business units to executive leadership. This helps to address concerns openly, such as fears of job loss. In most cases, it quickly becomes clear that Salesforce Agentforce does not replace the human factor but complements it: complex requests and creative problem-solving remain in human hands, while the AI agent handles routine topics seamlessly.

Empowering teams and building trust

In parallel with the pilot project, it is worthwhile to offer coaching to your team. Employees should understand how the agent “thinks,” where its limits lie, and how they can benefit from the data generated through automation. This not only strengthens collaboration between AI and professionals but also builds a positive mindset toward technology initiatives.

Scale only after proving the concept

Only after completing the pilot phase is it advisable to consider scaling to other areas. Those who successfully take the first step can extend the Agentforce concept to additional use cases. This gradually creates an integrated AI landscape that delivers value across the organization – with minimal risk. With real project experience and concrete metrics, it’s much easier to determine where the next expansion phase will bring the most benefit.