On the seventh day of Agentforce, Salesforce gave to me...seven use case categories, six success metrics, five prompt patterns, four channel strategy, three action types, two data sources, and a chatbot in a web tree!
Sarah, a financial advisor at a boutique wealth management firm, starts her Monday morning with 47 unread emails. Three are urgent client questions about portfolio performance during last week's market volatility. She needs to check Salesforce for account details, consult with her operations team via Slack about transactions in progress, review portfolio positions in her financial planning software, and craft personalized responses—all while preparing for a 9:00 AM client meeting.
A Sleigh Full of Possibilities
What should your Agentforce agent actually DO? Here's inspiration across industries and functions.
The Seven Categories
1. Customer Service & Support
The most proven category—high volume, clear ROI. Order tracking (70-85% deflection), returns, billing, appointments.
Customer service represents the strongest starting point for most organizations, with well-documented processes and clear metrics for success.
2. Sales Enablement
Lead qualification, competitive intelligence, quote generation, meeting scheduling.
Sales agents augment your team's capabilities by handling routine qualification tasks, freeing human sellers to focus on relationship building and closing deals.
3. IT & Employee Support
Password resets (85-95% resolution), software provisioning, HR policy questions.
Internal use cases often deliver the fastest time-to-value, with highly structured processes and enthusiastic early adopters who appreciate instant support.
4. Operations & Logistics
Supplier communication, field service scheduling, inventory inquiries.
Operational agents streamline complex coordination tasks, reducing manual workload and improving response times across supply chains.
5. Marketing & Engagement
Campaign support, loyalty programs, product recommendations (15-30% upsell).
Marketing agents don't just support customers—they actively drive revenue through intelligent personalization and timely recommendations.
6. Compliance & Risk
Document collection, regulatory FAQs, identity verification, fraud prevention.
Compliance agents ensure consistent application of policies while reducing risk through standardized processes and audit trails.
7. Industry Specializations
Different industries have unique opportunities for AI agent deployment:
| Industry | Example Use Cases |
|---|---|
| Healthcare | Appointments, prescription refills, insurance verification |
| Financial Services | Account inquiries, loan status, fraud alerts |
| Retail | Product availability, store locations, returns |
| Travel | Booking modifications, loyalty, concierge |
Use Case Selection Framework
Not all use cases are created equal. Evaluate potential implementations using these criteria:
| Factor | Ideal Characteristics |
|---|---|
| Volume | High interaction count (500+/week) |
| Documentation | Well-documented processes |
| Variability | Predictable request types |
| Data | Accessible in Salesforce |
| Impact | Visible business results |
Key Takeaways: Day 7
✓ Customer service offers proven starting points with clear ROI
✓ Sales agents drive revenue through qualification
✓ Internal use cases (IT, HR) offer quick wins
✓ Choose based on volume, documentation, and impact—not excitement
Ready to Start Your Agentforce Journey?
Vantage Point helps at every stage—from strategy and design to implementation and optimization.
📧 info@vantagepoint.io
🌐 vantagepoint.io/services/technology/salesforce/agentforce
About the Author
David Cockrum founded Vantage Point after serving as Chief Operating Officer in the financial services industry. His unique blend of operational leadership and technology expertise has enabled Vantage Point's distinctive business-process-first implementation methodology, delivering successful transformations for 150+ financial services firms across 400+ engagements with a 4.71/5.0 client satisfaction rating and 95%+ client retention rate.
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- Email: david@vantagepoint.io
- Phone: (469) 652-7923
- Website: vantagepoint.io
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