Agentforce
Deploy autonomous AI agents that work alongside your team. Agentforce implementation, prompt engineering, and custom agent development on the Salesforce platform.
This Is Different from a Chatbot
Agentforce is Salesforce's platform for building autonomous AI agents. Agents that don't just answer questions, but reason through multi-step workflows and take action inside your Salesforce org. They can close cases, qualify leads, update records, send personalized outreach, and escalate when human judgment is needed.
These aren't the chatbots you tried in 2019. These are agents grounded in your real Salesforce data, governed by the Einstein Trust Layer, and configured with guardrails that keep them on-brand and compliant. Digital Mass builds Agentforce deployments that actually work.
What We Build
Agent Architecture & Design
We define agent scope, persona, topic configurations, and guardrails before anything gets built. An agent that tries to do everything does nothing well.
Topics & Actions Library
Specific conversation topics, Salesforce Flow actions, Apex callouts, and external API connections that make your agent genuinely useful.
Data Cloud Grounding
We connect your agents to Data Cloud unified profiles so every interaction is informed by the full customer picture.
Multi-Channel Deployment
Deploy agents across Service Cloud messaging, Experience Cloud portals, website chat, and voice.
Human Escalation Design
Intelligent escalation logic so agents transfer with full context. Not a cold handoff.
Governance, Testing & Monitoring
Prompt auditing, response quality testing, conversation analytics, and guardrail configuration.
Common Pain Points We Solve
- "We tried a chatbot two years ago and it was terrible. How is this different?"
- "We're worried about AI saying the wrong thing to a customer."
- "We have Agentforce licenses but no one who knows how to build agents properly."
Outcomes
- Sales Agent: Autonomous prospect follow-up, meeting scheduling, lead qualification
- Service Agent: Tier 1 case resolution, order status, returns, FAQ handling, 24/7
- Scheduler Agent: Appointment booking, rescheduling, reminders, waitlist management
- Onboarding Agent: Guided onboarding, document collection, status tracking
- Field Service Agent: Work order creation, technician dispatch, parts availability
Typical Engagement Phases
Sprint Zero & Agent Design: Use case scoping, data grounding audit, action library definition, guardrail design, and success metrics.
Agent Build & Tuning: Topic configuration, Flow and Apex action development, prompt engineering, Einstein Trust Layer guardrails, and iterative testing.
UAT & Deployment: User acceptance testing, channel integration, go-live with monitoring dashboards, and post-launch tuning.
Scale & Multi-Agent: Additional agent builds, Data Cloud grounding, advanced multi-channel deployment, and agent performance review cycles.
Technology
Salesforce Agentforce, Atlas Reasoning Engine, Agent Builder, Prompt Builder, Data Cloud, Einstein Trust Layer, Salesforce Flow Actions, Apex Actions, MuleSoft API Actions, Slack AI, CRM Analytics
Digital Mass is the best consulting partner I have worked with in my 20+ years of working in the Salesforce ecosystem. They are approachable, knowledgeable, innovative, and fun. The last 10 months working with them have been a game-changer for our business and my team.
Digital Mass is a truly collaborative partner, working in the trenches with us on a variety of projects. Their expertise seems to know no bounds, and regardless of the hurdle we come across, Digital Mass is at the ready with recommendations on how to ultimately work to get us back on course, no matter the storm.
Working with Digital Mass has been great. The staff is very responsive and eager to understand and deliver value. We have two consultants who have become integral members of our Scrum teams. They have helped raise the skill level of our internal staff. I would highly recommend working with Digital Mass!
Jeff's attention to detail, technical expertise, and calm nature make working with him very pleasurable. Everybody internal who works with him loves him. I could give him 6 stars if that were an option. Keep up the good work, as we are going to need more help in the future.
They came up with creative solutions to problems we experienced and helped guide our team, who were mostly new to Marketing Cloud. As we got closer to the deadline, the team went above and beyond to make sure we were successful.
Overall, we had an excellent experience. Their senior solutions lead's technical knowledge and management of the project was the key factor that led to a successful engagement.
While we were still maturing in Salesforce ecosystem, Digital Mass helped us manage within budget and helped us design solutions which exceeded our expectations.
Digital Mass was a game-changer for my Salesforce CRM team when we faced some tight deadlines that felt almost impossible. They are willing to just target your company's immediate need with augmented staff. I highly recommend Digital Mass for their targeted, effective solutions.
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