If you manage a customer support team, you know how important it is to meet service level agreements (SLAs). These are the promises your business makes to customers—like how fast you’ll respond to a question or fix a problem.
But keeping track of all those promises across many teams and systems? That can be tough.
That’s where AgentForce comes in. It’s a smart tool powered by AI, built right into Salesforce, that helps your agents do their jobs better and faster—while making sure you meet your SLA goals.
“AgentForce is like a smart assistant for your service reps. It can read cases, understand past conversations, and take the next best action.” – Kaydon Morgan, Senior Consultant at SOLVD
Salesforce already gives you solid tools to manage SLAs. It uses something called entitlements (which tell you what kind of service a customer gets—like Gold or Silver) and milestones (which set time goals, like responding within 2 hours).
Agents can see timers counting down on each case. If a case is getting close to missing an SLA, Salesforce can send an alert or even automatically move it to someone else.
You can also track how your team is doing using reports and dashboards that show things like:
AgentForce adds extra brainpower to this system. It helps in four big ways:
AgentForce looks at the case and builds a plan to meet the SLA—especially for top-tier customers.
“It builds a step-by-step plan based on your SLAs and knows how fast things need to get done.” – Kaydon Morgan, Senior Consultant at SOLVD
It doesn’t just sit back and wait. If something looks like it might go wrong, AgentForce can send a message in Slack or email to warn your team.
Beyond just alerts, it can actually do things—like write a reply to the customer, move the case to someone else, or flag it as urgent—all by itself.
AgentForce uses Salesforce and Data Cloud to spot trends. It can tell if your team is falling behind or if you’re about to get hit with a flood of cases.
“Think of it like having a smart analyst and operations lead working for you 24/7 in the background.” – Kaydon Morgan, Senior Consultant at SOLVD
AgentForce is powerful, but it’s not magic. You still need to:
It won’t track things like system uptime unless you feed it that info from other tools.
AgentForce isn’t just another chatbot—it’s an AI teammate that helps you meet your promises to customers. If you want to make your service faster, smarter, and more reliable, this is the tool to look into.
Let’s talk about how AgentForce can help your team stay on top of SLAs. Schedule a free consultation with SOLVD.cloud today.
From my initial call with Spencer through project implementation with John and Evan, my experience with the SOLVD team was excellent. They were quick to understand our business needs, clear when explaining the reasoning behind proposed solutions, transparent when reporting on progress and timeline, and all around enjoyable to work with. Would highly recommend and looking forward to continue working with them in the future!
SOLVD was very straight forward with everything needed to complete the project. No surprises, no issues, and cost was aligned with the estimate. They made implementation easy and quick.
As a rule, I'm pretty stingy with my recommendations. So it's a pleasure for me to recommend Solvd as a top-flight Salesforce consultancy. Solvd recently led our company's conversion to the Lightning interface and did it on time, on budget and made it easy for me and my team. I know I'll use their services again, and am confident they can do the same for you.
Start Automating Today
