Key Support Metrics for Agentforce Success

Latest
June 16, 2025

You’ve invested considerable time and money in your service organization. But are you seeing a significant return on that investment? Are AI innovations like Agentforce delivering the impact you expect for your business?

For the past eight months, Agentforce on Help has been providing our customers with faster answers and expert guidance when they need it, without them having to search through pages of content or wait on a support ticket. We’ve been tracking key support metrics to understand what’s working and what isn’t, using what we learn to help our customers be successful.

We’re sharing our support metrics and best practices for evaluating Agentforce’s effectiveness. While these are our key metrics, consider your specific goals to identify the right metrics for tracking progress and adjusting your approach.

Here’s how we measure whether Agentforce on Help is hitting the mark for our customers.

What does success look like?

We’ve broken down support metrics for Agentforce on Help into two buckets.

#1. Adoption

In order for Agentforce to be effective and help our customers, we must first start with adoption. Adoption is all about if customers are even using Agentforce on Help. Adoption metrics give us leading indicators of decreases in case volume and cost reductions.

We need to quantify the interactions so we can understand how readily customers are turning to Agentforce for support. To do this, we look at:

Help Portal Sessions: How many customers visit Salesforce Help.
Conversations: The number of times customers initiate a conversation, indicated by hitting the enter key to submit their question.

Think about when you go to the Help portal with a question. Agentforce is designed with smart AI and natural language understanding to really grasp what you’re asking and give you an accurate answer quickly.

Become an Agentblazer Champion

Explore core AI concepts and build a basic agent for key tasks.

When you experience a positive interaction and receive a quick answer, you’re more likely to turn to Agentforce on Help again for your next question. Plus, when Agentforce effectively handles inquiries and reduces handoffs, it means support engineers are ready to focus on those more in-depth or critical cases.

By understanding and acting on these adoption metrics, your organization can create those positive experiences and establish efficient, scalable customer support.

#2. Effectiveness

Now that we’ve established adoption, we can focus on the second bucket, effectiveness. This is where we zoom in to understand if we are actually helping our customers. When a customer interacts with Agentforce on Help, the outcome generally falls into three categories: resolution by Agentforce, a hand-off to a human support engineer, or the customer abandoning the interaction.

To better understand how well Agentforce is performing and contributing to positive outcomes in these areas, we keep an eye on:

Abandons: Customer starts a session with Agentforce but doesn’t ask a question.
Resolutions: Customer interaction concluded without a handoff to a human.
Customer-Confirmed Resolution: Customer confirms that Agentforce successfully resolved their issue.
Hand-Offs to Human (Escalations): Customer was transferred from Agentforce to a support engineer.
CSAT: Customer provides customer satisfaction score at end of Agentforce interaction.

D-I-Why? Deploy AI agents faster with Agentforce

Building and deploying autonomous AI agents takes time. Agentforce, the agentic layer of the Salesforce platform, can reduce time to market by 16x compared to DIY approaches — with 70% greater accuracy, according to a new Valoir report.

Here’s an example: Imagine hitting an integration snag, that dreaded error message flashing on your screen. Instead of endless searching or waiting in a support queue, you connect with Agentforce on Help. Agentforce quickly pinpoints the issue and provides the exact fix step-by-step right in the conversation. And if a support engineer is needed, Agentforce seamlessly hands off all the details, ensuring a smooth experience.

To measure the impact of Agentforce interactions, evaluating the quality of responses using outcome metrics is essential. This insight into answer quality demonstrates Agentforce’s overall value in providing effective and beneficial support, ultimately enhancing customer satisfaction, trust, and adoption.

Keep tabs with a support metrics dashboard

To get a clear picture of how Agentforce is doing and whether it is hitting the mark for our customers, we use a dashboard to track all of the support metrics shared above.

And as we look at the data, we’re asking ourselves:

What’s getting better? Increasing engagement rates, improving effectiveness, and more positive customer outcomes indicate overall progress.
Where are people dropping off? If customers are abandoning conversations or experiencing delays, it may indicate customer adoption issues or that Agentforce is not providing relevant answers.
Where are they getting the best answers? Interactions leading to successful resolutions and high satisfaction indicate positive customer experiences..
What questions are Agentforce unable to resolve? Understanding these gaps helps us pinpoint areas for improvement so we can refine Agentforce’s knowledge and enhance its ability to provide helpful answers in the future.

The dashboard provides a central place to monitor the key metrics that relate to the two pillars above, helping us understand how Agentforce on Help is performing, and how we can use those insights to improve answer quality and customer interactions.

We’re sharing our metrics and insights so you can see what we’re doing – and follow our best practices. Because here’s the thing: trust is built on transparency. If you head over to Salesforce Help, you’ll see down at the bottom how many Agentforce conversations we’ve had, how many times people needed to talk to a human, and more.

As you implement Agentforce, take a moment to define the right support metrics for your business. Consider the questions you should be asking to understand if you’re meeting your goals and where adjustments can be made for better customer experiences.

Start measuring to drive improvements

Getting Agentforce right means more than just having the tech. It’s about really knowing how customers engage, how Agentforce is performing, and if you’re actually getting results.