Is Your Business Agentforce-Ready? 5 Steps to Unlock AI Success
Agentforce is quickly becoming a buzzword in the business world, promising to revolutionise customer and employee support with autonomous AI. But before you jump on the hype train, it’s worth asking: is your business ready to make the most of it?
At ProQuest Consulting, we’ve seen firsthand that rolling out Agentforce isn’t just about implementation—a lot of work also comes from preparation. In this guide, we’ll break down the five essentials every Australian business needs to tackle to unlock its full potential and deliver real results:
- Define Your Strategic Objectives and Success Metrics
Start by focusing on your internal goals. What do you want to achieve with Agentforce? Whether it’s automating repetitive tasks, improving employee productivity, or reducing case resolution times, having clear strategic objectives will guide your implementation. Pair these objectives with measurable KPIs to track success and ensure you’re realising tangible benefits.
- Evaluate Customer Expectations
Now, shift the focus outward to your customers. What do they expect from their interactions with your business? Are they looking for quick, automated solutions for simple problems, or do they value personalised support for complex issues? Understanding these preferences ensures that Agentforce is implemented in a way that enhances the customer experience without losing the human touch where it’s needed most.
- Evaluate Your Data Readiness
Agentforce thrives on quality data from systems like your CRM, knowledge base, and support platforms. For instance, a customer service use case demands complete profiles, case histories, and updated product knowledge. Gaps in data quality could limit Agentforce’s ability to deliver results, so ensure your data is clean, integrated, and accessible.
- Strengthen Change Management Processes for AI Collaboration
Introducing Agentforce demands a shift in mindset. Many businesses remain wary of AI, seeing it as complex or disruptive. Build trust by showing how it enhances roles, not replaces them, and focus on the benefits it brings to employees and customers alike. Clear communication, hands-on training, and support will make AI adoption seamless and collaborative.
- Commit to Ongoing Optimisation
Agentforce isn’t a set-and-forget solution—it requires constant refinement to deliver sustained value. Regularly monitor its performance and adapt it to align with changing business goals and customer behaviours.
Equally important is maintaining your data’s quality and relevance. As your business grows and evolves, ensure your data remains accurate, up-to-date, and comprehensive across systems like your CRM and knowledge base. Continuous optimisation of both the AI and the underlying data is key to maximising long-term impact.
Agentforce has the potential to transform the way your business operates, but success starts with thoughtful preparation. By focusing on the right foundations—clear goals, quality data, and a culture ready to embrace AI—you’ll be setting yourself up for long-term success.
Still not sure where to begin? ProQuest Consulting can help you assess your readiness and guide you through every step of the journey.
