Empowering Support Teams with Agentforce Support Agent
A global manufacturer partnered with Acquis to deploy a Salesforce Agentforce Support Agent that gives support reps instant access to trusted troubleshooting guidance. By consolidating technical documentation and grounding the agent in the company's knowledge base through Salesforce Data Cloud and Salesforce Knowledge, the solution helps support teams resolve customer issues faster and more consistently.
Finding the right answer across disconnected knowledge sources
As a manufacturer of highly technical products, the client had robust, detailed product information. But it was scattered across product manuals, troubleshooting guides, and reference materials without a central knowledge base. When answering client questions, support reps spent two to 10 minutes searching for the right documentation and often relied on institutional memory, which slowed case resolution and produced inconsistent customer support experiences.
Building a knowledge-grounded Support Agent
The company partnered with Acquis to deploy a Salesforce Agentforce Support Agent to help reps resolve customer issues more efficiently.
To support the agent, Acquis first consolidated the client's technical documentation into a centralized library of Salesforce Knowledge articles that both Agentforce and internal users can reference with ease. Acquis then connected that content through Salesforce Data Cloud, allowing the agent to search the Knowledge articles semantically and surface the documentation most relevant to each question. Together, Salesforce Knowledge and Data Cloud let the agent deliver accurate recommendations grounded in the client's own documentation. The agent also cites its sources, so reps can quickly verify the guidance behind any nuanced ticket against the original material.
As reps work through a customer case, they can quickly prompt the Support Agent. The agent will surface relevant troubleshooting guidance, sift through information based on product line and issue type, recognize the steps a customer has already completed, and recommend the next best action. The solution gives every representative immediate access to trusted technical information without requiring years of product experience or familiarity with where information resides.
Faster access, faster support
During user acceptance testing and early production use, support reps quickly adopted the agent, which consistently delivered accurate, policy-aligned guidance within the client's established guardrails.
By giving support reps a single, trusted source for troubleshooting guidance, the Support Agent eliminates the time they once spent searching across disconnected systems. Instead of hunting through manuals and shared drives, reps receive relevant, policy-aligned guidance grounded in the client's own documentation. With every representative drawing from the same centralized Knowledge base, the company delivers more consistent support across customer interactions.
Now, the company has the foundation to extend the same approach across its support organization, applying its new Salesforce features to additional product lines.
Do more with Salesforce
Connect with Acquis to explore what's possible with Agentforce