Agentforce, six months in: what actually works

Past the keynote demos: where agents genuinely help today, where they embarrass you in front of customers, and how to scope your first one.

What works today

Narrow, grounded, reversible: case deflection over a curated knowledge base, order status lookups, appointment rescheduling. The common thread — the agent retrieves and drafts, a human or a hard rule commits.

What does not, yet

Anything requiring the agent to be right about your org's edge cases on the first try. Free-text actions that write to records without review generate the tickets they were meant to deflect.

Scope your first agent like a junior hire

Give it the job you would give a smart temp on day one: bounded inputs, a script to deviate from, an escalation path, and an audit log. Expand scope the way you would for a human — after it earns it.