Answers scattered across documentation
Agents search multiple articles and policies to find information relevant to the case.
Agentforce Service Assistant Sprint
Help your service agents find answers faster inside Salesforce.
We configure an internal Agentforce assistant to retrieve approved knowledge and summarize relevant case information, so your team can spend less time searching and more time resolving issues.
One defined workflow. Tested scenarios. Documented handoff.
Projects start at $5,000 USD.
Fixed scope and final pricing confirmed before kickoff. Salesforce licensing and usage charges are separate.
Delivered by Richard Gregorio — AI technical architect with 20+ years in enterprise technology, including Salesforce service and knowledge programs.
Give your service team a clearer starting point for every case.
Case context takes time to reconstruct
Employees piece together case details before deciding what to do next.
Uncertainty needs to stay visible
When information is missing or conflicting, employees need to know what still requires review.
What the assistant helps with
Synthetic case and knowledge excerpts for illustration only. Not a live Salesforce interface or client result.
Case and sources
Case #1042 · Replacement request
Employee question
“Pull together what happened on this case, use the current replacement policy—not the old article—and tell me what we still need to verify.”
Case updates (synthetic)
- Day 1: Customer reports defective item delivered 12 days ago; proof of purchase attached.
- Day 2: Agent documents troubleshooting (reset, alternate cable); issue persists.
- Day 3: Customer confirms serial number on receipt does not match label photo; eligibility field empty in CRM.
Source review
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Approved for this workflow
Replacement Policy (current, 2024) · §2.1“Eligible defective items may be considered for replacement within 30 days of delivery after product eligibility and warranty tier are confirmed.”
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Excluded from approved collection
Replacement FAQ (2019, superseded)“All defective items qualify for immediate replacement within 14 days.” — retained in the library but not in the approved set for this assistant.
Assistant response
- Consolidated case summary
- Defect reported 12 days post-delivery with receipt attached. Standard troubleshooting did not resolve the issue. Serial number on receipt may not match the product label; eligibility and warranty tier are not confirmed in the case record.
- Applicable policy
- Under the current replacement policy, eligible defective items may be considered for replacement within 30 days of delivery after eligibility and warranty tier are confirmed.
- Source reference
- Replacement Policy (2024) · §2.1
Employee review required
Confirm product eligibility, warranty tier, and whether the serial mismatch affects replacement before committing to next steps.
The employee reviews the consolidated view and decides what happens next. This example does not update records or send a customer response.
One internal assistant. A defined service workflow.
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Approved-knowledge retrieval
Configure answers grounded in the agreed knowledge collection, with source references where supported by the selected configuration.
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Case summarization
Summarize agreed case fields and related information within the approved access boundaries.
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Handling missing information
Define how the assistant responds when sources are insufficient, conflicting, or outside the agreed scope.
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Scenario-based validation
Test representative questions and cases, including missing-information, permission, and failure scenarios.
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Administrator handoff
Receive configuration documentation, test results, a deployment list for your release process, known limitations, maintenance guidance, and a walkthrough.
Exact capabilities depend on your Salesforce configuration, entitlements, and the agreed implementation.
Clear boundaries before work begins.
Included scope, subject to proposal
- One internal service team
- One language
- One defined assistant workflow
- One agreed knowledge collection
- Defined case fields and related information
- Agreed test scenarios and acceptance criteria
- Documentation and handoff
Separately scoped
- Customer-facing agents
- Automated record updates or outbound responses
- Custom external integrations
- Extensive knowledge cleanup or content creation
- Additional teams, languages, or workflows
- Ongoing operation and enhancements
Standard delivery endpoint
Unless your proposal states otherwise, the sprint delivers a configured and tested internal assistant in your agreed sandbox (or other non-production org you provide), plus administrator documentation, a deployment list of everything that should be promoted so your deployment team or release manager can proceed, and a handoff walkthrough—ready for your team to evaluate in that environment.
Performing the production release itself is agreed separately in the proposal, including who deploys and what approvals are required.
Acceptance before kickoff
You and Greg Tech Advisory agree on representative scenarios, data the assistant may access, expected source references where supported, handling of missing or conflicting information, access-boundary tests, and known limitations. Acceptance follows those criteria; AI outputs remain subject to employee review.
Delivery process
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1. Check fit
Confirm the service workflow, intended users, Salesforce environment, and project owner.
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2. Agree scope
Review prerequisites and define deliverables, acceptance criteria, pricing, and delivery schedule.
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3. Configure and validate
Build the agreed workflow and test it against representative scenarios.
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4. Hand off
Deliver documentation, test results, and a walkthrough in the agreed environment.
Relevant experience
Greg Tech Advisory delivers scoped Salesforce AI implementations. Employers and clients listed below reflect Richard’s professional experience—not Greg Tech Advisory customers or endorsements of this offer.
Richard has delivered several types of Salesforce and enterprise AI agents—from investment guidance assistants to insurance claims analysis—across regulated and service-heavy environments. Specific customers and engagement details are shared on scoping calls when relevant.
Richard's professional experience
- AT&T
- IBM
- Salesforce
- USAA
- Tata Consultancy Services
- Bradesco
- C&A
- BTG
- Cielo
- Yduqs
- RX Global
- Minsait
- CloudKitchens
Does your knowledge need preparation first?
If source content is outdated, inconsistent, or difficult to use, we can scope a Knowledge Readiness Sprint before implementation. If your sources are already suitable, we proceed directly to the Salesforce workflow.
Knowledge preparation is scoped and priced separately from the $5,000 implementation starting point.
Explore Knowledge ReadinessQuestions
Is this for employees or customers?
This offer focuses on an internal assistant for service employees. Customer-facing agents require a separate scope.
Do we need Salesforce and Agentforce licensing?
The required Salesforce environment, entitlements, and usage arrangements must be confirmed before kickoff. Licensing and usage charges are not included.
Will the assistant update cases or contact customers?
The initial package focuses on retrieval and summarization. Record updates, outbound responses, and other actions are separately scoped.
What if our knowledge is not ready?
Knowledge preparation can be scoped separately before implementation.
How long does delivery take?
The delivery schedule is confirmed after reviewing scope, environment readiness, access, and customer dependencies.
What happens after handoff?
Your team receives documentation and operating guidance. Any correction period, ongoing support, or enhancements are defined in the proposal.
What do we receive for $5,000?
A scoped sprint in your agreed sandbox (or other non-production org): one internal workflow, scenario testing against agreed criteria, administrator handoff, and a deployment list for your release team. Executing production deployment and ongoing operation are quoted separately.
How is the assistant validated?
We test agreed questions and cases—including missing information, permissions, and failure paths—before handoff. Criteria are documented in the proposal; outputs still require employee review in production use.
Scope your internal service assistant.
Tell us what your service team needs help with and where your Salesforce AI project stands.
After you submit, Richard reviews fit and follows up to arrange a scoping conversation. A fixed-scope proposal and pricing are confirmed before any paid work begins.
Projects start at $5,000 USD.