Part 1 of our Salesforce Outcomes Playbook made the case for measurable value and orchestrated workflows. In this next post, we move from strategy to execution and show how to put Agentforce to work on a real business KPI.
Perficient is recognized in Forrester’s Salesforce Consulting Services Landscape, Q4 2025 for our North America focus and industry depth in Financial Services, Healthcare, and Manufacturing. We bring proven capabilities across Agentforce, Data 360 (Data Cloud), and Industry Clouds to help clients turn trusted data and well designed workflows into outcomes you can verify.
Forrester asked each provider included in the Landscape to select the top business scenarios for which clients select them and from there determined which are the extended business scenarios that highlight differentiation among the providers. Perficient is shown in the report for having selected Agentforce, Data 360 (Data Cloud), and Industry Clouds as top reasons clients work with us out of those extended business scenarios. Our proven capabilities across Agentforce, Data 360 (Data Cloud), and Industry Clouds to help clients achieve measurable outcomes from their Salesforce investments.
Here, we walk through a practical operating model to launch one production agent, govern by design, and measure lift with real users. The goal is confidence without complexity: a visible improvement in a specific KPI and a repeatable pattern you can scale as results compound.
What Success Looks Like
- Build: A visible lift in one KPI, such as reduced time to resolution in Service or improved conversion in Sales.
- Govern: Role‑based access with data minimization, accuracy checks, and audit trails in place.
- Measure: Observability that traces agent decisions and reports performance, adoption, and error rates.
- Scale: A prioritized backlog and a scale plan that extends the win without unnecessary build.
The Operating Model: Build, Govern, Measure
1) Build one agent for one KPI
Choose a single use case with a business‑visible metric. Ship a working slice and measure against an agreed baseline. Examples:
- Agent‑assisted case triage that reduces average handle time in Service
- Quote‑to‑order agent in Agentforce Revenue Management (formerly Revenue Cloud) that shrinks cycle time and errors
- Renewal‑risk agent that flags at‑risk accounts and improves retention
- Field service parts availability agent that improves first‑time fix rate
Ground the agent in trustworthy data. Unify records, events, and identities so decisions are consistent and auditable. Use Data 360 foundations to give agents clean context across teams and channels.
2) Govern by Design
Put guardrails in at the start. Define who can access what, how accuracy is checked, and where audit trails are stored.
- Role‑based access and data minimization
- Accuracy checks and human‑in‑the‑loop for high‑impact actions
- Prompt and policy versioning with change tracking
- Audit trails that capture inputs, decisions, and outcomes
- Backout controls with pause and rollback procedures
Governance belongs inside your delivery lifecycle, not as an afterthought.
3) Measure and iterate
Use observability to trace decisions, monitor performance, and tune safely.
- Baseline the KPI before launch and track lift after launch
- Monitor adoption, satisfaction, and error rates
- Identify drift, hallucination, or policy violations quickly
- Iterate prompts, policies, and integrations based on data
Expand capabilities only once the first KPI moves. This keeps momentum high, risk low, and aligns investment to tangible results.
Why This Matters
Most teams already believe in AI. The question is how to make it work here, safely and repeatably. Salesforce continues to expand what you can do with AI, data, and integration. When foundations are solid, those capabilities turn into outcomes you can measure. Agentforce gives you practical building blocks for trusted AI at scale. You get observability to understand how agents perform, governance controls to protect data and accuracy, and low code configuration so business and IT can move together faster.
“Enterprises often underestimate the need for structured enablement, adoption planning, and sustained evolution….” – The Salesforce Consulting Services Landscape, Q4 2025
Partners help translate powerful platform features into everyday outcomes. That is how you reduce risk and accelerate value.
Orchestrate The Workflow, Not Just the Feature
Real value shows up when workflows span systems. Map the end‑to‑end process across Salesforce and adjacent platforms. Eliminate the handoffs that slow customers down. Use reference architectures and integration patterns so the process is portable and resilient. Agentforce is most effective when agents can act across the flow rather than bolt onto a single step.
Ready to translate strategy into a working Agentforce use case that moves a KPI?
Book an Agentforce workshop. We will help you choose one KPI, define data sources, set guardrails and observability, and stand up a working slice you can scale.
Forrester does not endorse any company, product, brand, or service included in its research publications and does not advise any person to select the products or services of any company or brand based on the ratings included in such publications. Information is based on the best available resources. Opinions reflect judgment at the time and are subject to change. For more information, read about Forrester’s objectivity here .
