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- info@proquestit.com
Email us at
info@proquestit.com
Australia’s Most Practical Salesforce Agentforce Partner
Turn AI Ambition into Measurable Business Outcomes
Agentforce enables organisations to deploy trusted AI agents directly inside Salesforce across Service, Sales, and Operations.
The strongest results come from implementations led by teams who understand how Salesforce operates at scale across service, field, and regulated environments, not just how AI works in theory.
Salesforce Summit Partner | 40+ Field Service Implementations | 12 Years Specialised Expertise | 4.93/5 Rating
Trusted by Australia's Leading Companies
We help leaders move from AI ambition to measurable business outcomes: validating use cases, designing governance, and delivering implementations that build confidence and scale responsibly.
Kudosity
40% of customer enquiries resolved immediately
Expert Wealth
30% Faster Client
Onboarding
Henry Schein
70% of customer chats automated, including order tracking
Austin Health
90% faster clinical trial review cycles
Where to Start with Agentforce:
Proven Use Cases Across Service, Sales & Operations
Agentforce advantage is not created through experimentation.
It is created when AI is embedded into how decisions and actions occur inside Salesforce.
High-performing organisations use Agentforce to:
- Shorten the time between insight and action
- Guide teams at the moment decisions are made
- Reduce variation in outcomes across service and sales
- Embed intelligence into existing workflows rather than adding new tools
This is typically the point where leaders pause and validate direction before scaling further.
Intelligence at the Point of Action
Service agents, sales teams, and operations staff receive guidance, suggestions, and automation within the tools they already use.
Below are common Agentforce use cases we see delivering value quickly inside Salesforce environments.
Case Triage and Resolution Support
Agentforce assists service teams by analysing incoming cases and supporting resolution in real time.
- Automatically categorising and prioritising cases
- Flagging cases that require escalation or specialist input
- Summarising relevant customer history, previous interactions, and related assets
- Recommending next actions based on similar historical cases
Business impact: Reduce drive time by up to 30%, complete 20–40% more jobs per day, and meet SLAs consistently.
Knowledge Retrieval and Response Drafting
Agentforce supports customer-facing interactions by helping teams respond accurately and consistently at scale.
- Answering common customer enquiries and FAQs using approved knowledge sources
- Drafting customer responses aligned to tone, policy, and brand guidelines
- Surfacing relevant contract details, entitlements, or service history during responses
Business impact: Faster customer responses, improved first-contact resolution, and a more consistent, high-quality customer experience.
Workflow Validation and Compliance Support
Agentforce supports operational workflows by validating information and guiding decisions before issues occur.
- Checking data completeness before submissions or handovers
- Identifying missing approvals or process steps
- Highlighting anomalies that require attention or review
Business impact: Fewer errors, less rework, smoother execution, and stronger compliance.
Opportunity and Pipeline Support
Agentforce assists sales teams throughout the sales process by reducing manual effort and supporting decision-making at key stages.
- Assessing customers and suggesting appropriate packages or offers
- Booking meetings and follow-ups before handover to an advisor
- Automating lead creation and assignment
Business impact: More focused selling, less admin, and higher-quality pipelines.
“Where’s My Order?” Enquiries
Agentforce handles high-volume order status enquiries using real-time order and delivery data.
- Instant responses to order-tracking questions
- Delivery updates and expected arrival times
- Handling delays, failed deliveries, or address changes
- Escalating only true exceptions
Business impact: Faster, more reliable customer responses and scalable engagement without increasing support load.
Field Service Job Intelligence and Technician Support
Agentforce supports field service operations with real-time, job-specific intelligence inside Salesforce Field Service.
- Summarising work orders, asset history, and customer context pre-job
- Providing guided steps, safety notes, and required checks on site
- Answering technician questions in real time
- Supporting dispatch with job status insights
Business impact: Better-prepared technicians, higher first-time fix rates, and more consistent service delivery.
Where ProQuest Fits In
Agentforce is a powerful capability inside Salesforce.
Real value comes from knowing where to apply it, how to govern it, and how to scale it responsibly.
This is typically where internal alignment gives way to execution risk.
We help organisations validate Agentforce decisions before they are embedded across teams, data, and customer workflows, reducing rework and ensuring early confidence turns into long-term value.
What Engagement Typically Looks Like
Organisations engage with us to:
- Validate which Agentforce use cases will deliver value fastest
- Understand how AI fits within existing Salesforce architecture
- Design governance, escalation paths, and controls from day one
- Roll out Agentforce in phases that build confidence and adoption
- Avoid rework by learning from real-world implementations
This is not about experimentation for its own sake. It is about building capability that lasts.
Real Results from Real Australian Companies
We regularly work with leaders who are accountable for service quality, compliance, customer experience, and operational performance, and who need confidence before scaling AI inside Salesforce.
Austin Health: 90% Faster Clinical Trial Reviews with Agentforce
THE CHALLENGE:
Clinical trial submissions required detailed manual reviews across multiple documents and systems. Review cycles were slow, resource-intensive, and subject to strict compliance and audit requirements.
THE SOLUTION:
Agentforce supported reviewers by summarising submissions, validating completeness, and guiding review workflows within Salesforce, while maintaining full governance and auditability.
"ProQuest is absolutely the best implementation partner I have ever worked with! Without them, I would have moved away from Salesforce."
Heidi Gaulke | Manager Discovery & Innovation Unit, Austin Health
THE RESULTS:
✓ 90% faster review turnaround
✓ Reduced manual effort without compromising compliance
✓ Improved consistency across review decisions
✓ Full auditability retained for regulatory oversight
"ProQuest is absolutely the best implementation partner I have ever worked with! Without them, I would have moved away from Salesforce."
Heidi Gaulke | Manager Discovery & Innovation Unit, Austin Health
Expert Wealth Accelerates Client Onboarding by 30%
The Results:
→ 30% faster onboarding
→ Reduced operational rework
→ More consistent client experience
Henry Schein Automates Over 70% of Customer Service Chats
The Results:
→ Over 70% of chats handled by Agentforce
→ Real-time order tracking without agent involvement
→ Scalable service without increased overhead
Kudosity Resolves 40% of Customer Enquiries
The Results:
→ 40% of enquiries resolved immediately
→ Faster, more consistent responses
→ Teams focused on higher-value customer conversations
Ready to Make Agentforce an Operational Advantage?
We regularly work with leaders who are accountable for service quality, compliance, customer experience, and operational performance, and who need confidence before scaling AI inside Salesforce.
Talk to an Agentforce Specialist
30-minute working session
This session is designed to:
- Validate where Agentforce will deliver value fastest
- Sense-check early assumptions before scale
- Identify governance and data constraints early
- Avoid common implementation paths that create rework later
If you already run Salesforce and are accountable for outcomes, this is usually the moment to have the conversation.
No sales pitch · Practical guidance
Want to Self-Assess First?
Take the 2-minute Field Service Maturity Assessment
See where your field service stands
✓ See how you compare to similar organisations
✓ Identify your biggest improvement opportunities
✓ Get a prioritised roadmap and estimated ROI
Frequently Asked Questions
Yes. Agentforce operates within Salesforce’s existing security, permission, and audit frameworks.
This makes it suitable for regulated industries such as healthcare, financial services, utilities, and other compliance-sensitive environments. In practice, this means AI activity is traceable, explainable, and governed rather than opaque or uncontrolled.
No. Most organisations do not start with perfect data.
A key part of early Agentforce work is understanding which use cases can safely deliver value with existing data, and where data quality needs to improve over time.
Implementations are designed to work with reality, not idealised assumptions.
Value is often demonstrated within weeks when starting with focused, high-impact use cases.
Organisations typically:
- Validate use cases first
- Prove value in a controlled scope
- Then expand gradually as confidence grows
This approach reduces risk while maintaining momentum.
No. Agentforce is most effective when used to remove low-value, repetitive work so teams can focus on higher-value tasks.
In practice, organisations use Agentforce to:
- Improve responsiveness
- Increase consistency
- Scale without burning out teams
The goal is better outcomes, not fewer people.
Yes. Agentforce extends existing Salesforce implementations across Service, Sales, Field Service, and Operations.
It is designed to work within your current architecture rather than replacing systems that already work.
Yes. This approach is well suited to utilities, energy, and asset-intensive organisations where compliance, auditability, and safety are critical. Digital work orders, signatures, asset history, and reporting support strong governance and traceability.
No. This is rarely recommended.
Most organisations start with a small number of use cases to prove value, then expand in phases. This approach builds confidence, supports adoption, and avoids unnecessary rework.
Depending on readiness, organisations usually:
- Confirm priority use cases and sequencing
- Run a short, low-risk pilot
- Or leave with clearer internal direction, even if no delivery follows immediately
The session is designed to create clarity, not commitment.
You’re ready if:
→ Agentforce is on your roadmap
→ Decisions are starting to affect workflows, data, or customer experience
→ You want to validate direction before scaling
Many organisations engage simply to validate direction and avoid costly rework.
