Blog 5
What does Agentforce deliver? Here’s how to measure the impact of AI agents in your business
You have built, tested and deployed your first AI agents. But how do you know if they are really making a difference? And how do you determine whether you should invest further in new applications?
In this final blog of the series, we look at how to track the use and impact of Agentforce, and how to incrementally get more value out of it.
What exactly do you want to measure?
The impact of an AI agent depends heavily on its role. That’s why it’s best to start with a clear objective. What did you want to improve?
Some examples:
- Time savings. E.g. shorter processing time of customer queries
- Fewer errors. E.g. better data entry
- Higher customer satisfaction. E.g. faster responses, more consistency
- Higher conversion E.g. faster follow-up of leads
- More efficient use of data. E.g. better insights, less manual work
Each agent therefore involves at least one KPI.
How do you measure the effect?
Salesforce and Agentforce offer different ways to measure usage and impact.
1. Usage statistics
You can see how many times an agent has been activated, by whom and through which channel. This gives insight into adoption by your team.
2. Time savings
Compare old practices (manual) with using the agent. For example: making an interview report used to take 10 minutes, now 2. Multiply that difference by the number of times it happens.
3. Quality of interactions
Using feedback or scores, such as CSAT in customer service, you can see whether interactions have improved since the agent was introduced.
4. Business value
Some applications, such as quote tracking, you can link to sales or conversion. Again, it is important to compare before and after.
How do you expand responsibly?
Once you have a successful agent, the question often follows: now what?
Tips for controlled growth:
- Use feedback from your team. Where are they still struggling? What could be better or more comprehensive?
- Work with a roadmap. Plan your expansions step by step. Start with the biggest pain points.
- Reuse your setup. You can reuse a lot of logic, prompts and links with new agents.
- Provide sufficient training. Not only for new users, but also to bring existing staff along with new functionalities.
Agentforce is not a ‘one-off project’, but a platform that grows with your business.
Decision
Deploying AI agents through Agentforce does not have to be grand or complex. A well-chosen application can already make a noticeable difference to how your business operates. By working measurably, making smart choices and expanding step by step, you will build a sustainable AI strategy within your CRM.
Curious about which agents fit your operation? Or would you like to know which KPIs are best used per use case? Let us know, we are happy to think along with you.
