How can I use Agentforce to route cases

Handling customer cases takes time, but AI can help. AgentForce sorts cases automatically, so your team doesn’t have to do it by hand.

Steps to Set Up AgentForce

Before AgentForce can sort cases, follow these steps:

1. Set Up the AI – Connect AgentForce or Einstein Copilot to your system.
2. Create a Rule – Set up a flow that starts when an email creates a case.
3. Train the AI – Give examples so AgentForce learns how to sort cases the right way.

“Setting it up correctly helps AgentForce sort cases better.” – Ben Fankhauser, SOLVD Consultant

How AgentForce Sorts Cases

Once AgentForce is ready, here’s what happens:

• A customer sends an email, creating a case in Salesforce.
• The flow starts, and AgentForce gets the case details.
• The AI reads the subject and message to decide which team should handle the case (Billing, Battery, or General).
• AgentForce sends back a category, and the system moves the case to the right team.

“The AI doesn’t just guess—it gives clear answers for sorting cases the right way.” – Ben Fankhauser, SOLVD Consultant

Testing to Make Sure It Works

To check if sorting works properly, always test first. This helps:

• See how AgentForce understands case details.
• Make sure the AI gives the right answers.
• Fix mistakes before using it for real cases.

Is Using AI for Sorting Cases Worth It?

AgentForce can sort cases, but it costs money. Each case costs about $2. If a business handles 50 cases a day, that’s over $3,000 a month.

“Right now, AgentForce costs a lot, but as AI gets cheaper, it will be a great tool for sorting cases.” – Ben Fankhauser, SOLVD Consultant

Want to Use AI for Case Sorting?

AI can help, but it needs the right setup. If you want to try AgentForce, SOLVD can guide you.

Visit SOLVD.cloud or check out our YouTube channel for expert tips.

Let AI handle sorting—start today!