Building the Future of AI-Powered Customer Service With Agentforce & Sinergify

Today, humans and AI agents are working hand-in-hand to transform the way businesses achieve customer success. 

By combining the strengths of AI—such as speed, data analysis, and automation—with human intuition, empathy, and problem-solving, organizations can deliver faster, more personalized and efficient service. 

AI agents handle repetitive tasks, allowing human agents to focus on understanding more complex customer needs, improving overall customer satisfaction. 

Salesforce is leading this transformation with its groundbreaking innovation called Agentforce. 

Let’s explore what it is and how it can benefit your organization.

Agentforce: A Quick Overview

Agentforce, built on the Salesforce platform, empowers organizations to build AI agents that collaborate with humans to provide 24/7 support for both employees and customers. You can even create custom agents to enhance your Customer 360. 

If you can describe it, Agentforce can do it. Agentforce takes a natural language description of the task you want your agent to perform and uses that to find semantically similar resources within your Customer 360 metadata. 

With this understanding of your business, Agentforce will automatically suggest relevant knowledge, actions, and guardrails to help your agent accomplish the task effectively. And once created, your agents will work inside the guardrails you have established to do these jobs.

Compared to Einstein Bots, Agentforce takes automation and control to the next level, offering a more advanced and flexible AI solution.

The big difference here is how smart the agent is. It doesn’t just give generic responses; it actually learns customer preferences and makes tailored recommendations.

If you’re used to working with Einstein Bots, we’d highly recommend giving AgentForce a try. It’s smarter, more intuitive, and definitely feels like the future of customer service automation.

Unified Customer Support With Agentforce and Sinergify

Sinergify is a Salesforce and Jira integration platform designed to bridge the gap between customer-facing teams and technical teams. 

By integrating Salesforce with Jira, Sinergify enables seamless collaboration between departments like sales, customer service, and engineering, allowing them to share data, track issues, and collaborate more efficiently.

When combined with Agentforce, which automates routine tasks and customer service interactions, Sinergify enhances functionality by enabling the following:

• End-to-End Case Resolution
• Cross-Team Collaboration
• Data-Driven Insights
• Improved Case Management
• Multi-Channel Support

Leveraging Agentforce With Sinergify: Use Cases Explained

1. Auto-Creation of Jira Issues from Agentforce

With Sinergify, support agents can automatically create Jira issues directly from Salesforce records within the Agentforce chat console. Alternatively, agents have the option to manually create Jira issues by opening the Jira creation page from Salesforce. This integration reduces the number of clicks, leading to shorter case resolution times and ultimately boosting productivity.

Scenario Example: Imagine a customer reporting a critical technical issue via Salesforce. The agent, working within the Agentforce console, can trigger Sinergify to automatically create a corresponding Jira issue linked to the case. This Jira issue is then routed to the engineering team for resolution. The agent can track progress directly within Agentforce, ensuring that all teams stay aligned and the customer is updated throughout the process.

2. Viewing and Updating Jira Issue Details

• View Jira Issue Details: With Sinergify, agents can view Jira issue details, like status and priority, directly in the Agentforce chat console. For more in-depth information, they can open the Jira detail page in a new tab.
• Update Jira Fields: Agents can update Jira fields such as status or priority directly from the Agentforce console or open the Jira edit page for more detailed updates, streamlining collaboration.
• Scenario Example: After creating a Jira issue, an agent can monitor and update its status or priority from within Agentforce, keeping both the customer and development team aligned without leaving the platform.

3. Searching and Managing Jira Issues in Agentforce

• Search for Open/Closed Jira Issues: Agents can easily search for open or closed Jira issues related to a Salesforce case directly within the Agentforce console, enabling faster resolution.
• Query Bulk Data for Jira: Agents can query and display bulk Jira data, such as all open cases with Jira dependencies or recently resolved issues, right from the console, providing a comprehensive view of issue status.
• Scenario Example: When following up on a case, an agent uses Sinergify to quickly retrieve all related open and closed Jira issues, ensuring consistency and saving time across support and development teams.

4. Adding Comments to Jira Issues via Agentforce

• Add Comments: Agents can add comments to Jira issues from within the Agentforce console, ensuring real-time updates without leaving the agent console. They can also open the comment/attachment page for more detailed submissions.
• Scenario Example: An agent adds a comment to a Jira issue logged by a developer, ensuring the customer and product teams are on the same page regarding the case’s progress.

Agentforce, in collaboration with Sinergify, has exciting developments on the horizon. The future roadmap is thoughtfully designed to bring even more advanced features and capabilities, further streamlining support workflows and enhancing collaboration between teams. 

These upcoming innovations will enable businesses to stay agile, adapt to changing needs, and continue delivering exceptional customer service.

Key Takeaway

Salesforce’s Agentforce AI agents are more than just a technological advancement; they are a glimpse into the future of business automation. 

When integrated with solutions like Sinergify, Agentforce gets a unified interface that allows agents to manage Jira tickets directly within Salesforce, streamlining support workflows. This seamless connection between support and engineering teams enhances collaboration, speeds up case management, and improves customer service efficiency. 

Agentforce’s adaptability across industries highlights its potential to drive innovation and streamline operations. As we move forward, the adoption of such innovative solutions will be crucial for staying competitive in an increasingly digital world.