Escalation Triage Agent
Why this usecase? In SaaS support, triage is the highest-leverage intervention point. Get it wrong and you have P1 production outages sitting in Tier 1 queues while engineers handle password resets. Get it right and you compress MTTR (mean time to resolve), protect SLAs, and reduce escalation noise dramatically. Traditional approaches – Flow-based routing rules,…
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Agentforce Building Blocks
The actual architectural components that control how an agent thinks, decides, acts, and what it refuses to do. There are four of them: Topics, Actions, Instructions, and Guardrails. Understand these four components at an architectural level and you’ll design agents that work in production. Fully evaluate before building agents and overlooking these will fail in…
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How a Technical Debt Scoring Matrix Ensures Agentforce Readiness
If you’re planning an Agentforce deployment, this post is a required read before you start. Recently, I reviewed the Technical Debt of an Enterprise’s Salesforce Instance. We’ll clean it up after go-live. or let’s add it to the backlog. I’ve heard this on almost every enterprise Salesforce project I’ve been part of. It sounds reasonable.…
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