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Agentforce-led delivery, end-to-end on Salesforce

A focused portfolio for Gulf enterprises ready to move from AI vision to trusted execution. Strongest emphasis on Service Cloud, Sales Cloud, and Data 360, with broader ecosystem expertise across Experience Cloud, Marketing Cloud, Health Cloud, Slack, Tableau, Tableau Next, and Agent Analytics.

  • Define your AI vision and roadmap, with prioritised use cases mapped to measurable business outcomes
  • AI readiness assessment across people, process, data, and platform
  • Governance and responsible AI practices established from day one: guardrails, decision rights, and the Einstein Trust Layer
  • Prepare your Salesforce platform and data foundations, with Data 360 as the trusted, unified data core for agents
  • Enterprise-wide AI strategy designed across multiple Salesforce Clouds, sequenced into a phased, fundable roadmap
  • Role-based AI literacy and change-management curricula that drive lasting adoption
  • Cross-cloud expertise where it adds value: primary focus on Sales Cloud, Service Cloud, and Data 360, with Experience Cloud, Marketing Cloud, Health Cloud, and Slack across the wider Salesforce ecosystem

Why start with strategy

  • Vision before build. No build without a clear business outcome and a roadmap leadership can fund.
  • Governed from day one. Responsible AI and the Einstein Trust Layer built into the foundation, never retrofitted.
  • Data-ready. Data 360 prepared as the trusted core so agents act on accurate, unified context.
  • Cross-cloud aligned. One strategy spanning the Salesforce Clouds your business actually runs on.

  • Knowledge deflection grounded in Salesforce Knowledge via the Agentforce Data Library and Data 360 retrieval
  • Multi-language conversations with detected language routing and translated responses
  • Intelligent case escalation with structured field capture, contact matching, and dedup
  • Custom logging, AI-originated flagging, and CSAT capture at the end of each interaction
  • Agent guardrails, GDPR-conscious consent flows, and human-in-the-loop escalation paths

Enterprise productivity through Agentforce

  • Higher first-contact resolution. Routine queries handled by the agent, freeing service teams for complex, high-value work.
  • Faster response, lower cost-to-serve. Sub-two-second replies at any hour, in any supported language.
  • Better case quality. Structured intake means cases arrive with the right fields, the right context, and the right routing.
  • Compounding knowledge. Conversations become signal, surfacing gaps in your knowledge base over time.

  • Commercial intent detection from web and conversational channels
  • Consented lead capture into Sales Cloud with intelligent dedup against Leads, Contacts, and Accounts
  • Account-aware prompts, summaries, and next-best-action recommendations for sellers
  • Email and meeting drafting, follow-up automation, and CRM hygiene
  • Pipeline hygiene, stage validation, and forecast quality automations
  • Routing into existing assignment rules and revenue operations workflows

  • Messaging for Web embedded on your existing sites with site context passed in
  • Retrieval-augmented responses powered by Data 360 and Salesforce Knowledge
  • Slack integration: Agentforce agents in channels and DMs, AI-assisted productivity, and account/deal swarming
  • Marketing operations support across Marketing Cloud and Account Engagement: journey enablement, AI-drafted copy, and conversational lead capture
  • Cross-functional enablement across service, sales, and marketing through shared agent topics and shared context
  • Brand-safe agent personas, tone, and guardrails defined per market and per audience

  • AI classification of intent, sub-classification, country, and product on creation
  • Account, contact, and open-case lookup with duplicate handling logic
  • Escalation reason classification and AI-originated flagging
  • Assignment rules, validation rules, and Flow integration without ripping out what works
  • KPI instrumentation: deflection, FCR, CSAT, time-to-assign, duplicate rate

  • Built on the Salesforce Einstein Trust Layer, Salesforce's trusted AI framework providing data masking, zero-data-retention, toxicity detection, and audit trails
  • Agent guardrails: scope, permitted topics, escalation rules, and refusal patterns
  • Enterprise AI governance model: AI Council, decision rights, model approvals, and acceptable-use policies
  • Secure AI implementation: permission sets, sharing, profile design, and least-privilege access for agents
  • Data protection, GDPR-aware consent flows, and PII handling across conversations and Cases
  • Continuous monitoring, drift detection, red-team exercises, and compliance reporting

Trusted AI, the way enterprises need it

  • Trusted AI by default. Every agent interaction sits behind Salesforce's Einstein Trust Layer, masked, audited, and bounded by enterprise policy.
  • Responsible adoption. Governance, ethics, and oversight built in from day one, not retrofitted.
  • Regulator-ready. Audit trails, evidence, and controls that stand up to scrutiny.
  • Confidence at scale. Leadership can sponsor AI knowing the right boundaries are in place.

  • Agent performance tracking: deflection rate, first-contact resolution, CSAT, response speed, and intent accuracy
  • Agent Analytics: Salesforce's purpose-built tool for comprehensive AI agent session analysis. Built on the unified Session Tracing Data Model (STDM), it captures every turn and event across all agent sessions, so we can query logged events to surface insights and optimise agent performance. A meaningful architectural step up on the legacy data foundation; we recommend existing users plan the upgrade to gather sufficient data for future insights and queries
  • Tableau Next: Salesforce's flagship agentic analytics platform, bringing data into the flow of work with natural-language querying and AI-driven insights through Agentforce, so users can interact with data and trigger workflows without switching between apps
  • Operational reporting and dashboards across Service Cloud, Tableau, and Agent Analytics
  • User adoption monitoring across service, sales, and marketing teams
  • AI refinement loops: prompt tuning, topic re-scoping, and Knowledge gap remediation
  • Production hardening, observability, SLOs, and incident response patterns
  • Quarterly value-realisation reviews aligned to the business case

  • Salesforce platform administration across your orgs and clouds
  • User management, roles, profiles, permission sets, and access control
  • Security, governance, and regular platform health checks
  • Release planning, sandbox previews, and feature enablement across every Salesforce release
  • Configuration enhancements, change requests, and business-as-usual (BAU) delivery
  • Cross-cloud administration and support across Sales Cloud, Service Cloud, Data 360, and the wider ecosystem
  • Environment management, deployment support, and release pipelines
  • Technical advisory, platform best practices, and AI enhancements as requirements evolve
  • Continuous evolution of your Salesforce ecosystem as business needs change

A proactive partnership, not break-fix

  • Secure and well-governed. Regular health checks, access reviews, and controls that keep the platform safe.
  • Always release-ready. We plan for every Salesforce release so new capability lands smoothly.
  • Scales with you. Configuration and change requests delivered as business needs evolve.
  • Strategic, not reactive. A partner improving the platform continuously, not just fixing what breaks.
Platform coverage

Where we work on the Salesforce platform

Strongest emphasis on Sales Cloud, Service Cloud, and Data 360. Broader enterprise ecosystem expertise where it strengthens the agent and the business case.

Service Cloud Sales Cloud Data 360 Agentforce Einstein Trust Layer Experience Cloud Marketing Cloud Health Cloud Slack Tableau Tableau Next Agent Analytics Knowledge

Where will Agentforce work first?

Most engagements begin with a short discovery call and a focused readiness workshop. We tailor the path, and the first agentic use case, from there.

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