AI-Driven Knowledge Orchestration for Seamless Customer Support in Salesforce Agentforce

About the Client:
A healthcare technology firm focused on streamlining pharmacy benefit management and patient support services. With a strong emphasis on intelligent automation, they aimed to improve customer experience while reducing agent workload through integrated AI solutions.

The Need:
The client wanted to empower support agents with real-time, contextual access to documentation and SOPs stored in Confluence—directly from Salesforce Agentforce. The system needed to unify data across platforms, improve first-contact resolution rates, and enhance the AI-driven capabilities of Einstein Copilot, all while ensuring enterprise-grade compliance and visibility.

Our Solution:
We built a deeply integrated AI-powered orchestration layer connecting Salesforce Agentforce with Confluence and external content repositories. Key capabilities included real-time document retrieval via semantic search, dynamic response generation through Prompt Builder, and an AI guidance layer for agent workflows. Powered by Einstein Studio, the solution enables agents to access, search, and apply knowledge instantly without leaving their workspace.

Outcome Achieved:

• Provided instant, AI-curated knowledge to agents at the point of contact
• Seamlessly integrated Salesforce, Confluence, and web interfaces for unified support
• Automated knowledge indexing, chunking, and search using Einstein Data Cloud
• Ensured agent actions followed guardrails for brand safety and regulatory compliance
• Delivered a scalable architecture for multilingual and omnichannel expansion