MedPro’s service agents found themselves inundated with calls, many addressing simple issues, which left minimal room to handle more complex customer needs. Long hours spent managing repetitive queries not only exhausted the team but also delayed follow-ups.

The challenge was clear—reduce call volumes, streamline workflows, and improve resolution times while maintaining exceptional service standards. For MedPro, this was about reimagining the whole customer support.

Enter Agentforce. Tailored specifically for MedPro’s requirements, our solution offered a comprehensive strategy to overhaul their customer service model. Here’s how we made it happen:

Smart Agent Role Configuration. We started by designing a single, dedicated agent role. This included responsibilities like addressing basic customer inquiries, resolving cases swiftly, and tapping into MedPro’s existing knowledge base to provide accurate responses.

Agentforce Integration. To address the core challenges, we configured Agentforce with up to three tailored topics, complete with step-by-step instructions and categorization labels. Embedded directly onto MedPro’s website, Agentforce enabled customers to resolve standard inquiries independently. 

Salesforce Collaboration. By integrating Agentforce with MedPro’s existing Salesforce data, we streamlined their case management. The system ensured all cases—whether resolved via self-service or escalated to agents—were tracked seamlessly for better reporting and analytics. 

Optimized Responses. Using Agent Builder, we defined tasks and prompts for an efficient workflow. Through rigorous testing and refinement, we optimized agent responses, ensuring accuracy and quick resolution times. 

Data Security. Maintaining compliance was non-negotiable. We implemented strict guardrails to regulate data handling, ensuring MedPro’s high standards for security and customer confidentiality were upheld.