Agentforce Partner Stories

#WinningWithPartners Success Story Empowering efficient customer support with Agentforce to speed up case resolution Reduced issues requiring specialist 30% Challenge support The customer, a mid-sized IT company based in the APAC region with about 4,000 employees, sought to improve efficiency, scalability, and speed to market through product and technology enhancements. They aimed of messages handled by the to enhance service channels and extend self-service to social media using a GenAI chatbot for quick, customer support social 75% conversational responses. Using a mix of commercial and custom-built LLMs for generative service, a key media team eliminated challenge was thoroughly evaluating available LLM technology before beginning the build. Solution decrease in time spent monitoring the Facebook Customer partnered with Slalom and Salesforce to implement a GenAI solution integrated into their Salesforce 80% Messenger social media environment. The system, connected to Facebook Messenger, ensures a consistent experience with Salesforce's channel Digital Engagement and Einstein bot for immediate, contextual answers. Powered by Einstein NLP, the chatbot integrates with Facebook and Coveo for customer-specific information. Coveo Gen AI delivers content from knowledge articles and website content and Service Cloud creates cases from bot conversations, efficiently Navigator Expert: Customer 360 & Experience Cloud addressing requests. This solution enhanced their digital-first, content-led customer support. Level 2 Specialist: Service Cloud Level 1 Specialist: “We’ve combined Salesforce technology with Slalom’s Generative AI expertise to create a Einstein & Data Cloud solution that streamlines operations and enhances the customer experience, providing quality answers, guidance, and insights for success.” - Nick Walton, Managing Director, Slalom Service Salesforce Digital Agentforce Products Cloud Engagement

Go-Live Reducing human intervention and long resolution times to deliver 'best-in-class support' with Agentforce Estimated deflection Service Agent 15% rate Challenge A leading smart home company based in the United States faced challenges in managing complex troubleshooting in savings achieved through processes involving multiple technologies, leading to lengthy resolution times and high human intervention. They Agentforce Service Agent 500K sought to improve efficiency and provide a differentiated, innovative service experience. Their goal was to minimize deflection alone repeat customer interactions with the contact center while delivering best-in-class support. Solution Region NeuraFlash and Salesforce collaborated to implement Agentforce Service Agent for the customer, significantly reducing Global the need for human intervention and streamlining troubleshooting processes, which improved response times. A Industry custom Agent Assist widget, built by NeuraFlash and integrated into the service console, helped agents deliver more TMT, HighTech empathetic and effective responses by providing real-time information and suggestions. NeuraFlash went beyond a basic bot by integrating AI into daily workflows, transforming the customer service experience and expediting Go-Live Date: self-service benefits. These innovations resulted in faster, more accurate responses, ultimately enhancing the overall Q3 2024 through 2025 customer service experience for the customer. Navigator Expert: “Our customer is committed to revolutionizing their already excellent customer service over the Service Cloud next 3 years by partnering with NeuraFlash to implement an Agentic front door to their services. Level 1 Specialist: Powered by Agentforce, we are supporting them with micro-releases, introducing their digital Einstein workforce one agent and use case at a time.” - Tom Hebner, VP of Agentforce, NeuraFlash #WinningWithPartners Products Agentforce Service Agent Service Data Cloud

#WinningWithPartners Success Story Helping the customer go from 'test and learn' to using Agentforce to accelerate banker Hours of banker time 4800 saved per year efficiency Challenge Minute reduction in A mid-sized, U.S.-based financial services customer lacked internal expertise around GenAI and relied on estimated preparation time 20 for company meetings manual, time-consuming tear sheets to engage with clients; interested in Agentforce, but uncertain where and how to begin. Solution Minute reduction in time 3-5 handling My Engagements Atrium started by running a "test and learn" phase to explore possibilities and demonstrate the technology. They then implemented Prompt Builder, allowing bankers to easily access all active engagement details for quick review. Atrium also developed a prompt template to gather essential engagement data and automatically Assumed weekly client generate detailed summaries in under 30 seconds. These summaries, which include all key information typically meetings (for which 10 found in a tear sheet, streamline the process and ensure data accuracy, saving bankers significant time and bankers need to prepare) effort. Assumed number of bankers handling meetings 30 “As AI experts at the forefront of Agentforce, we delivered a solution that saves bankers (58 weeks per year) thousands of hours a year in efficiency gains. It provides an intuitive experience for them to better understand their clients and nurture relationships." - Laura Koch, Financial Services Navigator Expert: Practices Lead, Atrium Einstein & Tableau Level 1 Specialist: Einstein | Prompt Builder Agentforce | Agent Builder Einstein Gen AI

Deal Win Converting ‘missed opportunities’ into tailored engagement and optimized workflows with Einstein for Sales ACV, Einstein GPT $59K Challenge A virtual K-12 institution recently launched a staff initiative to improve efficiency and customer service. However, their lead conversion rate remains low at just 8%, primarily because the intake team, composed of service department staff, Region lacks the training and focus needed for effective sales. This has led to low first-call effectiveness, resulting in missed AMER opportunities for 92% of potential leads. Industry Solution Professional Services, Education Coastal partnered with customer to implement innovative solutions using AI-driven technology. Salesforce's Einstein for Sales transformed the customer's communication strategies by analyzing data to deliver personalized content, such as Role of Partner success stories, tailored to their audience. Coastal also leveraged Zoom transcripts to track keywords, enabling the in Customer Lifecycle Stage creation of precise email prompts that improved efficiency and correspondence. These advancements enhanced the Joint deal customer's engagement and streamlined their communication processes. Navigator Expert: Customer 360 Platform, Data Cloud, Education Solutions, Sales Cloud, Service Cloud “The customer launched an initiative to improve efficiency but faced challenges with lead conversion and Level 2 Specialist: sales. Coastal supported the customer in reframing their approach, demonstrating how Einstein for Sales could leverage customer data to generate personalized content. This gave the customer the confidence to Einstein pilot AI solutions and transform their communication strategies.”- Sam Taylor, Director of Innovation and Emerging Technologies, Coastal Level 1 Specialist: Einstein Gen AI Einstein for Sales Sales Cloud Products Service Cloud #WinningWithPartners