8 Questions to Build Your First Agentforce Use Case

Thinking about integrating Agentforce into your business? Smart move—it’s a game changer! But before you dive in, you need a solid approach to ensure Agentforce truly works for your team and customers. That’s where a use case workshop comes in. Think of it as your game plan, mapping out exactly how Agentforce can improve your workflows, eliminate friction, and drive real results.

Set the Stage

First things first, let’s get the basics down. Here’s what you’ll need to prepare for a use case workshop.

Gather a Diverse Team

Pull together a mix of technology and business experts who deeply understand your business challenges and have a clear vision for how AI or Agentforce can help solve them. Whether your team is fully committed to Agentforce or still exploring its potential, diverse perspectives will help uncover the best use cases for your business.

Identify the Key Jobs to Be Done

Before jumping into specific use cases, let’s take a step back. What are the everyday challenges your team or customers run into? Spotting those pain points is key to figuring out where Agentforce can make the biggest impact. Take our Salesforce Help portal, for example. We focused on making troubleshooting easier and improving access to knowledge, so customers could find answers faster. We’ll dive deeper into how to identify the best opportunities later, but for now, start thinking about where things could run smoother in your world.

Understand Your Data

Have a general understanding about what data your business has access to. Is your data clean and accessible? Where does it live (enterprise systems, spreadsheets, PDFs, emails, websites, Salesforce, etc.)? Are there any gaps of information or data that would make the experience better?

Nail these down, and you’ll be ready to explore how Agentforce fits in.

Ask and Ideate

To really kick your creativity into high gear, you’ve got to ask the right questions. Dive into your customer journey to find Agentforce opportunities. Here are our top questions to get going:

1. What are the “stickiest” moments in your customer journey? 

These pivotal moments define your customer experience. Find where improvements are needed to narrow down where Agentforce can shine.

2. Who are the key individuals or roles that play a part in your customer journey?

Figuring out what they need and what challenges they face can really show you how Agentforce can help out. For instance, are you looking at internal personas, like sales agents or customer service representatives, or are you thinking about customers shopping on your website?

3. What work should take less than 5 minutes and doesn’t today?

Think about those small, repetitive tasks that add up over the course of the day. Maybe it’s simple tasks like resetting customer passwords or sharing the latest product documentation. These are prime spots for Agentforce to step in and free up time for the bigger, more important things. 

4. What work requires the most back and forth?

Navigating multiple systems can reduce productivity and open the door for information to be lost in translation. Interactions like these are a sign that your current systems need help. Agentforce can streamline communication and speed up issue resolution.

5. Where are the most customer to employee (or employee to employee) handoffs happening?

Frequent handoffs can cause delays. Agentforce can smooth out these transitions, making it easier for customers and employees to get what they need, fast.

6. What kinds of information would you like to have immediate, at-a-glance, access to?

Quick access to crucial information can boost decision-making and responsiveness. Agentforce offers a unified view of customer profiles, real-time analytics, and more.

Now, let’s take it up a notch and think about how Agentforce can fit into these moments.

7. What agent characteristics are most important to your use case?

Consider traits like persistent, personalized, proactive, on-demand, scalable, or accurate. Agentforce can take on many characteristics simultaneously to meet your business needs.

8. What agent functions are most important? 

Agentforce excels in areas like administrative tasks, knowledge curation, insight analysis, personal concierge services, and step-by-step tasks. Focus on repetitive tasks that need speed and precision, freeing up time for creative work.

Put It All Together

So how do we piece all of this together into a use case? We always follow the same template when crafting an official Agentforce use case. Use all your brainstorming above to write out your Agentforce use cases into one concise format. Here are a few templates:

• As a [user persona] (e.g., customer, employee, support engineer), I want to [accomplish a task] so that I can [achieve a specific outcome].
• What does an Agentforce agent with [key characteristic] and [key function] look like during the ideal [priority moment in the journey]?

Here are some examples of how we determined a use case for Agentforce on Salesforce Help.

• As a [Technical Support Engineer], I want to [provide customers with accurate and detailed product advice] so that I can [ensure a seamless experience and focus more on the technical cases that require my attention].
• What does an Agentforce agent with [accuracy] and [the ability to curate knowledge] look like during the ideal [customer support experience]?

Use Case: With Agentforce on Salesforce Help, customers will receive clear and accurate answers to their questions every time, with easy accessibility from the Salesforce Help homepage.

From Ideas to Impact

Now comes the fun part — bringing your use cases to life. Not all ideas are created equal, so focus on the ones that best align with your business goals. Prioritize them based on complexity, effort required, and overall business impact.

Start with a quick-win use case—one that’s simple to execute but delivers immediate value. This builds momentum, proves the impact of Agentforce, and sets the stage for bigger, more transformative initiatives.

And remember, you don’t have to do this alone. Our Customer Success experts at Salesforce and Business Technology partners are here to help you fine-tune your approach and uncover new opportunities.

Want to see how others are making the most of Agentforce? Check out Agentforce for Industries: Quick Look for real word use-cases and inspiration.

Now, go build something great!