The New Era of Proactive Teams: Where Anticipation Meets Action

In today’s breakneck-fast business world, the very best teams don’t just react to customer needs - they get ahead of them. They tap into real-time data, make sense of predictive insights and use intelligent automation to keep one step ahead.

There is a growing demand for real-time, proactive, and automated solutions as organizations face increasing pressure to manage modern threats and deliver continuous value.

Still though, for a lot of organisations the holy grail of customer anticipation remains out of reach. A partner of ours recently shared a common challenge that lots of Salesforce customers face on a daily basis:

“Our Customer Success team is bogged down, dealing with issues all day. They’re lucky if they have enough bandwidth to even think about cross-selling or upsell. And too often they’re missing the one bit of info they need to answer client queries quickly.”

It is crucial for Customer Success teams to anticipate and address issues before they escalate, ensuring they deliver the best possible experience and outcomes.

Even with cutting-edge tools like Salesforce, Outreach, and Gong, lots of teams still struggle to get their data to play nice and turn it into something useful. While many organizations rely on reactive approaches that only prove systems didn't fail after an incident, proactive and automated solutions are needed to prevent failure before it happens. That’s where Agentforce comes in - the brand new AI-powered layer in Salesforce that changes the game.

Agentforce leverages automated processes to help teams avoid failure and stay ahead.

What Is Agentforce All About?

Agentforce is Salesforce’s next-gen AI sidekick built right on top of the Einstein 1 Platform, and powered by Data Cloud. It brings customer data, workflows and intelligence all together into one connected system, so every department - from Sales to Customer Success to Support - can operate way smarter. Agentforce enhances your organization’s ability to implement AI-driven solutions, empowering teams to harness automation and intelligence for a competitive edge.

Think of Agentforce as your organisation’s digital wingman. It doesn’t replace people, it amplifies what they can do by:

• Pulling out insights that are hiding in your CRM data by using reference data sources to provide accurate answers

• Suggesting the best next move

• Giving answers based on what you know about your company

• Automating all that manual, time-consuming stuff that nobody likes, with automated flows that streamline processes across departments

• Creating custom agents or workflows tailored to specific business needs

Source: Salesforce

Agentforce lets teams move faster, makes better decisions and delivers that all-important, one-to-one customer experience. Key mechanisms underpin Agentforce’s integration of data and workflows, ensuring trust, control, and effective safeguards throughout the system.

Smarter Selling for Sales Teams

For Sales teams, Agentforce turns guesswork into a science. Reps no longer need to wade through reports and spreadsheets; they can simply make a request to the system and get instant, data-driven answers that are always relevant to the sales context.

Agentforce enables sales reps to:

• Prioritise leads based on how likely they are to convert

• Whip up tailored outreach messages automatically

• Spot white-space opportunities and identify at-risk deals

• Get pipeline performance forecasts with AI-level accuracy

For example, a sales rep might request, “Show me the top five accounts with the highest engagement this month,” and Agentforce will provide a relevant answer, complete with supporting data and actionable insights.

Sales teams can also test and validate the effectiveness of AI-driven recommendations before deploying them at scale. Ongoing testing is crucial to ensure the accuracy of sales forecasts and strategies.

Imagine asking, “What deals are most likely to close this quarter?” and getting an answer straight away, backed up by evidence. That’s the difference between reactive selling and selling on a strategy.

Customer Success: From Firefighting to Strategic Growth

For Customer Success teams, life’s a bit of a firefighting exercise, putting out one issue after another. Agentforce flips that on its head by giving them smart insights and recommendations in real-time, building resilience into customer success operations and ensuring teams can proactively address challenges.

With Agentforce, CS pros can:

• Get a unified view of an account, combining Salesforce and Outreach data

• See AI-generated health scores that highlight the risk of churn

• Get suggestions for upsell or cross-sell opportunities

• Generate contextual responses using live product and case data

• Leverage unstructured data, such as emails or call transcripts, to generate actionable insights

Instead of being stuck in support mode, Customer Success becomes a growth engine. Teams can focus on strategic conversations and long-term partnerships, not day-to-day troubleshooting.

Importantly, Agentforce enables teams to demonstrate tangible value quickly, motivating adoption and building trust. Agentforce also supports the continuous improvement of customer success services, helping organizations adapt and thrive.

Support Teams: Faster Fixes, Ongoing Improvement

 Agentforce makes support ops way more efficient. By using contextual AI, agents can resolve cases super-quick while continuously improving the knowledge base that supports the whole organisation. Servers play a crucial role by connecting support agents to essential data and tools, ensuring seamless access and integration. The adoption of new technologies is transforming support operations, enabling faster, smarter, and more reliable service.

Support agents can:

• Pull out case history and customer sentiment in a jiffy

• Suggest solutions based on previous cases where it all worked out

• Update or create knowledge base articles at the click of a button

• Prioritise cases using AI that predicts how urgent they are and what the fallout might be

• Leverage advanced technologies to improve support outcomes

Every support ticket is now a chance for the system to learn, get better and improve. Less time searching for info means more time spent actually helping customers, thanks to the ongoing collaboration between humans and AI in delivering effective support.

Leadership and Operations: Insights that Drive Decisions

For execs and ops leaders,  Agentforce delivers the holy grail - a real-time, unified view of the customer journey across every department, preparing leaders for the future of decision-making.

Leaders can get:

• AI dashboards that link up sales performance, CSAT and churn trends, using reference data sources to generate comprehensive executive dashboards

• Predictive analytics to spot bottlenecks early doors

• Key insights that underpin proactive, future-oriented leadership by tying customer conversations directly to revenue outcomes

• The crucial role of unified analytics in driving business outcomes

No more relying on gut instinct or post-hoc data - leaders can make proactive decisions based on live insights from right across the organisation.

Connecting Data to Decisions

The real magic of  Agentforce lies in data democratisation. By letting people interact with company data naturally, in language they can understand, it changes how every employee can access relevant insights tailored to their needs. Data flows seamlessly between departments, ensuring that information is always up to date and accessible.

Anyone can request:

• “Show me customers who are at risk of churn and also have open renewal opportunities.” (Each user request is processed in real time, delivering immediate results.)

• “Which outreach sequences drive the most engagement in the education sector?”

These queries no longer need a data analyst or static dashboard – Agentforce brings real-time intelligence straight to the people who need it most, breaking down silos between Sales, CS and Support. Reference data sources are used to ensure accuracy and consistency across all responses.

When every team member can get and act on insights in real-time, the organisation becomes way more agile, responsive and aligned.

Trust and Guardrails

In the new era of digital transformation, trust is the foundation that lets organizations confidently integrate AI into their daily operations. With Agentforce, trust isn’t just a buzzword—it’s built into every layer of the system, ensuring that autonomous agents act within clear, secure boundaries and always put your organization’s security and compliance first.

Agentforce’s robust framework is designed with security teams in mind. By integrating AI through the Atlas Reasoning Engine, Agentforce enables agents to process complex requests in real time, delivering accurate responses while staying within established guardrails. This means your teams can rely on AI to support their work without worrying about compliance slip-ups or data leaks.

The Agent Builder and  Agentforce Builder are game-changers for organizations looking to accelerate their digital transformation. These low-code tools let you create and configure autonomous agents using natural language, so you can automate daily tasks and complex processes without getting bogged down in manual configuration or code. This not only unlocks human potential by freeing up employees to focus on high-value work, but also ensures that every agent operates according to your organization’s policies and security standards.

Security is never an afterthought with Agentforce.

The platform includes essential features like encryption, authentication, and authorization, giving you full control over who can access what data and how agents interact with your systems. Security teams can monitor agent activity in real time, proactively identify threats, and quickly respond to new challenges—helping your organization stay one step ahead of potential risks.

Agentic AI in Agentforce empowers organizations to automate processes securely, manage compliance requirements, and reduce the risk of human error. By providing a clear set of guardrails, Agentforce ensures that innovation and creativity can flourish without sacrificing control or security. Whether you’re building new agents to handle customer requests or automating internal workflows, you can trust that every action is governed by the right checks and balances.

In short, Agentforce’s trust and guardrails aren’t just about keeping your data safe—they’re about giving your teams the confidence to innovate, act, and succeed in a world where AI is at the heart of every business process. By integrating AI with a focus on security and compliance, Agentforce helps organizations navigate the challenges of the digital age and unlock the full potential of their people and technology.

The Business Impact

Implementing Agentforce isn’t just a tech upgrade - it’s a complete overhaul of how teams work and make decisions, empowering organizations with the ability to transform their operations and drive sustainable growth.

When organisations adopt Agentforce effectively, they see real, measurable improvements:

• Increased Sales Productivity: Reps spend less time on admin and more time closing deals.

• Improved Customer Retention: CS teams spot risk and opportunity earlier, driving proactive engagement.

• Faster Response Times: Support agents resolve cases quickly with AI-guided assistance.

• Making Smarter Decisions: Executives stop relying on stale reports and instead make decisions with the help of real-time data that’s got some predictive oomph to it.

• Crucial Impact of Proactive Strategies: Proactive approaches are crucial for staying ahead of risks and maximizing business outcomes.

Agentforce builds resilience into business processes, ensuring continuity and adaptability even as challenges evolve. Ongoing testing of AI-enabled workflows and security controls is integrated to measure business impact and maintain reliability.

It’s only when Customer Success stops being seen as a drain on the budget and starts bringing in the dough that everyone - from frontline reps to top brass - gets to benefit from the same shared info.

How We Do It at Inforge

At Inforge, we help companies make AI tech actually work in the real world by leveraging a wide range of technologies in our Agentforce implementations. Our Salesforce gurus and AI wizards team up with clients to design and create custom solutions that build on what you’ve already got in place—whether that’s Salesforce, Outreach, Gong, or something entirely custom-built. We focus on establishing seamless flows between different systems to ensure smooth integration and automation across your organization.

Our approach boils down to three main things:

• Getting Your Systems to Talk to Each OtherWe make sure all your different systems can communicate with each other in a smooth, glitch-free way - no more data islands, no more info getting stuck in silos.

• Getting Your Data in OrderWe help tidy up your data, get it structured and ready for the all-powerful insights and automation that AI can bring.

• Empowering Your TeamsWe train and get your teams up to speed on Agentforce so they can start using it to their full potential - and that includes Sales, CS and all the other teams.

The end result is a company where insights flow naturally, decisions get made fast and customers get this consistent, personalized experience they've been dreaming of.

Shifting the Mindset of Modern Teams

Agentforce is more than just an AI tool - it’s a complete culture shift. Importantly, this shift involves not only adopting AI but also embracing new technologies and fostering a mindset that values early wins and visible improvements. It gets teams thinking on a bigger scale, taking action before the fact and making every single interaction just that little bit more meaningful.

For leaders, it means getting clarity and speed with decision-making. For teams, it means having the confidence and empowerment to do their thing.

And don’t worry - AI isn’t going to replace your people - that would be bad. What it will do is take what your best humans can do and just make it better. AI is designed to complement human creativity, decision-making, and oversight, ensuring that humans remain central to the process. It gives every single role - whether that’s Sales or Support - the chance to operate with some real intelligence, precision and purpose.

Final Thoughts

Agentforce turns a bunch of disjointed processes into connected workflows and a jumble of data into actual actionable insights. By leveraging advanced technologies, Agentforce positions companies for the future, enabling them to proactively adapt to ongoing digital evolution and industry disruptions. It completely redefines what it means to serve customers and close deals in a world where everything is going digital first.

The key benefits of adopting Agentforce include smarter interactions, faster processes, and data-driven decisions, all underpinned by robust foundational mechanisms that ensure trust and control. Integrating these technologies is essential for driving digital transformation and maintaining a competitive edge.

So if you’re ready to start exploring how Agentforce can take your customer experience to the next level—and secure your organization’s future—now is the time to start building that bridge from support to strategy.