AI and automation
Salesforce Agentforce
Technology in service of the outcome.
Put Agentforce to work on well-defined service and operational tasks, connected to trusted context, approved tools and the people accountable for the result.
- Approved knowledge
- Grounded retrieval
- Bounded action
- Human approval
- CRM record
- Reviewed outcome
Three swimlanes showing knowledge retrieval, a bounded Agentforce action and a human approval gate.
An enterprise agent needs a defined job, useful context and a safe way to act. Emerge designs Agentforce around specific service, sales and operational tasks: understanding an enquiry, finding approved information, collecting missing details, preparing a handover or executing a permitted system action. The starting point is the task that should improve, not an unrestricted chatbot added to a website.
We connect Agentforce to Salesforce records and surrounding business systems through explicitly scoped actions. Our integration library provides 197 system-specific starting points for those conversations. Each proposed integration still needs its own authentication, field mapping, entitlement and failure assessment. A described integration pattern is not a claim that every connector is installed in every customer environment.
Choose the right starting point
Product expertise, in detail.
Lead qualification and consultation
A concise conversation that identifies industry, desired outcome, existing technology and readiness, then transfers an approved brief into the enquiry or booking pathway.
Service assistance
Approved knowledge and relevant account context with clear escalation when a request requires judgement, identity verification or permissions the agent does not hold.
Business-system actions
Explicit tool contracts for retrieval, record updates and workflow initiation, with bounded inputs and observable results.
Embedded messaging
Accessible conversation entry points, visitor-controlled context sharing and a usable fallback when the messaging service is unavailable.
Integration library
Browse the preserved system-specific Agentforce guides to identify the interfaces relevant to your workflow.
The starting point
What needs to change.
A conversational answer can sound complete while the underlying action never happened. We distinguish information retrieved, a proposed next step, an attempted operation and a verified result, and ensure the visitor sees an honest status when the downstream system fails.
Customer questions rarely arrive with every required field. Qualification needs a short sequence that asks for relevant context without repeatedly collecting information already supplied. Sensitive details and optional marketing consent are handled separately from the immediate service request.
An agent can retrieve the wrong answer when published knowledge is stale, contradictory or broader than the visitor’s permissions. We establish source ownership, audience boundaries and review dates before using content as an answer foundation.
What we deliver
From opportunity to working systems.
Task and conversation design
We map the desired result, required information, allowed actions and escalation triggers. Conversations use a small number of purposeful questions and acknowledge uncertainty instead of manufacturing product suitability or committing to commercial terms.
Knowledge and tool engineering
We prepare approved sources, scope access and implement actions with validated parameters. The action owner specifies what success looks like in the receiving system, how it is verified and which failures can be retried safely.
Agent evaluation and operation
We build a test set from realistic intents and difficult edge cases, including ambiguous identity, missing data, unavailable services and hostile instructions. Review covers task completion, answer support, handover quality, latency and consumption.
Illustrative solution architecture
How the pieces work together.
Bring context into the workflow, connect the right solutions, and make progress visible.
01 Understand the context
Signals & knowledge
Use the context and information already in place.
- Business priorities
- Trusted knowledge
- Operational data
02 Connect the solutions
Task and conversation design
Knowledge and tool engineering
Agent evaluation and operation
03 Put it to work
Teams & operations
Connect people and systems to the next useful action.
Measured outcomes
Track agreed measures, learn, and improve the workflow.
Built around your existing technology
Implementation design
How the pieces work together.
Separate public context from customer context
Public website content can support general service discovery. Account records require an appropriate authenticated context and explicit access controls. Information supplied in a lead conversation is not treated as proof that the visitor owns the customer account they mention.
Make the action boundary explicit
The conversation layer passes an agreed request to an authorised action. That action validates fields, applies permissions, uses an idempotency or correlation mechanism where needed, and returns a status grounded in the destination response. Irreversible or sensitive operations receive additional review boundaries.
Preserve the human journey
A useful escalation includes the visitor’s stated intent, relevant facts and attempted steps. The handover also preserves a direct enquiry or booking route when embedded messaging cannot load, so service does not depend on a single SDK.
Decisions to make early
Consumption and deployment fit
Agent capabilities, channels and consumption arrangements depend on the selected Salesforce products and environment. We confirm those details and establish a task-level cost baseline rather than publishing a universal price per conversation.
Supportable claims
Agent responses use approved Emerge service information and public evidence. Private credential records, internal source documents and unidentified customer material remain outside the public knowledge surface and visitor-facing metadata.
Our approach
A clear path into delivery.
Start with the business problem. Make each stage useful, reviewable and owned.
- 01
The first deliverable is an agent charter: users, tasks, knowledge sources, prohibited commitments, system actions and escalation owners. We review the target Salesforce environment and deployed messaging configuration before promising features or hidden context fields.
- 02
A limited pilot connects one valuable task to the smallest necessary action set. Mocked integrations establish expected behaviour before authorised live trials. We verify successful execution, refused requests, timeouts and the visitor’s recovery path, not just whether the assistant produces fluent text.
- 03
Rollout preserves a known working agent version and an explicit activation record. Handover includes the evaluation set, action inventory, source review cadence, consumption reporting and an owner for prompt, knowledge and configuration changes. New autonomy is introduced only after the existing task performs reliably.
Go deeper
Build a more informed brief.
Explore product-specific implementation, architecture and operating guidance for Salesforce Agentforce.
Agentforce governance and evaluation
Define what Salesforce agents may know and do, then verify permissions, actions, escalation and release behaviour with repeatable evaluations.
Read the guide Agentforce readiness assessmentAgentforce readiness assessment
Assess a proposed Salesforce agent against task value, knowledge quality, permissions, integration readiness, evaluation and operating cost.
Read the guide Agentforce customer serviceAgentforce customer service agents
Build Salesforce service agents with approved knowledge, bounded actions, authenticated account access and dependable human handover.
Read the guide Agentforce sales qualificationAgentforce lead generation and sales qualification
Create a Salesforce qualification agent that asks useful questions, respects consent and carries a verified brief into CRM and booking.
Read the guideConnect Agentforce to the systems you already run.
These integration guides examine specific systems, access boundaries and illustrative use cases.
Practical questions
Before we begin.
Can the agent qualify visitors and pass them to our team?
Yes. We design the qualification fields around the actual service decision and obtain the necessary permission to share the brief. The handover is tested through the receiving form, CRM or messaging workflow, with a recovery route if delivery fails.
Can it take actions in systems beyond Salesforce?
Where a supported interface and suitable authorisation exist, a bounded action can connect the workflow. We assess each destination separately for identity, permissions, rate limits, retry safety and proof of completion.
Explore the detail
Related work and resources.
See the approach in context. Client engagement stories are anonymised; related examples may come from other sectors or platforms.
Connected expertise
Your next move
Bring us the business problem.
Pick a time below. We will help you define a useful starting point, the expertise you need and a practical path to delivery.
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