Agentforce for Salesforce Help: 6-Month Review and What’s Improved

It’s been six months since I first tested and reviewed Agentforce for Salesforce Help. To put it bluntly, my initial experience left a lot to be desired – and writing that review was far from comfortable. I always aim to give you, the reader, a clear-eyed, honest perspective, and while I rarely have truly negative feedback, I don’t shy away from calling out concerns when they matter.

As someone who has long admired Salesforce for its innovation and transparency, my expectations are naturally high. I’ve always been upfront about my appreciation for their products, and that hasn’t changed. But my original article did raise a few eyebrows. Some quietly questioned whether, as a Salesforce MVP, I was “allowed” to be critical at all, as if constructive feedback somehow went against the grain.

Let me be clear: I stand by everything I wrote. I tested Agentforce across six practical use cases, and it only delivered well on two. That’s not criticism for the sake of it – it’s feedback rooted in real-world application.

To Salesforce’s credit, the response was immediate. I was invited to speak directly with Salesforce to share my findings and discuss areas for improvement. That openness to feedback is one of the things I respect most about the company. In fact, even within the two weeks between publication and our conversation, I noticed measurable improvements to the tool.

That rapid progress prompted me to revisit Agentforce and give it another go. So, in this article, we’ll re-test the tool and explore what’s changed – and what still needs work – six months on from its initial release.

Ask Agentforce

The initial interface has changed slightly since my initial testing. Instead of saying “Ask questions like ‘How do I reset my password?’”, it now provides an explanation of what Agentforce is, saying, “Agentforce is an AI Agent that can answer your support questions and connect you with support experts.”

Use Case 1: How Do I Reset My Password?

Previously, when asked, “How do I reset my password?”, I was presented with instructions for multiple Salesforce products but not for the core platform like Sales Cloud.

This time, my question resulted in instructions on how to reset my password for the core platform login page. In terms of speed, the Agent took around the same amount of time to deliver its answer as before. 

Score: 10/10

Use Case 2: How Do I Give Agentforce Feedback?

One of the key features of most AI agents – like ChatGPT or even Agentforce Default (Copilot) – is the ability to provide feedback to help them learn and improve. In my previous testing, this option was noticeably absent.

This time around, I asked the agent, “Can I rate your answers or give you feedback?” In response, I was prompted to rate my experience on a scale from 1 to 5. While this is a clear step forward, it left me a bit uncertain about what I was actually rating.

It felt more like I was being asked to evaluate the overall interaction – similar to rating a human support agent – rather than specifically assessing the accuracy or usefulness of the answers provided. That’s an important distinction, especially when the goal is to refine the quality of responses over time.

Score: 5/10

Use Case 3: How Much Does Agentforce Cost?

Agentforce pricing is still clear as mud to me – I never did like maths…

In positive news, the agent’s help when asked, “How much does Agentforce cost?” is better than before. This time, the answer is more detailed and, more importantly, it gives me a link to more information.

It takes me to this page. I don’t think this page existed when I was testing in December 2024, so the agent has benefited from additional resources to link to.

Score: 10/10

Use Case 4: Write a Validation Rule

Creating validation rules was a solid win for the agent in my first test. 

I found a slightly complex validation rule that someone was struggling with online, and another contributor had given them the correct validation rule. The premise was to give some users access to closed won opportunities for a few days after the opportunity was won.

AND(
ISPICKVAL(PRIORVALUE(StageName),"Closed Won"),
OR(
NOT(AND ( Closed_Date__c > TODAY()-3,OR
(
$UserRole.Name = 'Head of Customer Growth',
$UserRole.Name= 'COO'
)
)),
NOT(OR(
$Profile.Name = "System Administrator",
$Profile.Name = "Finance Administration"
)) )
)

This issue with the validation rule was the use of OR when it needed to be AND:

AND(
ISPICKVAL(PRIORVALUE(StageName),"Closed Won"),
AND(
NOT(AND ( Closed_Date__c > TODAY()-3,OR
(
$UserRole.Name = 'Head of Customer Growth',
$UserRole.Name= 'COO'
)
)),
NOT(OR(
$Profile.Name = "System Administrator",
$Profile.Name = "Finance Administration"
)) )
)

I asked the agent for help, explaining, “My validation rule is not working as expected. I want to give some users access to closed won opportunities for three days after the opportunity is closed,” and pasting in the validation rule. 

Interestingly, the agent gave me a solution but then removed it almost immediately. It then displayed another solution and removed that in a few seconds as well. Finally, the agent said, “Sorry, I had trouble coming up with a response for your validation rule issue. Could you please try rephrasing your question or provide more details?”

I don’t mind the agent saying it cannot provide a response, but the experience of being shown responses and having them disappear was unnerving. 

I went back to the easier test of asking the Agent to write me a validation rule. 

This went well, and it gave me the correct validation rule according to Salesforce’s own documentation.

Since this was successful, I then asked the agent to troubleshoot the validation rule by removing the initial AND function.

The agent was able to identify the missing AND function and provide me with the correct validation rule. It also suggested some other issues that could be causing the problem. I noticed that the agent was slower with this response, taking between 30 seconds and 1 minute, longer than any other response so far. 

Overall, I still think the agent excels at writing validation rules based on requirements, but some troubleshooting may be too complex.

Score: 9/10

Use Case 5: Create a Custom Object

To test the agent’s understanding of best practices, I asked a trick question: “How would I create a custom object for my Accounts?” The goal was to see if the agent would recognize that a standard object for Accounts already exists and advise against creating a redundant custom one.

Unfortunately, just like in my initial testing, the agent proceeded to give me a detailed and accurate walkthrough on how to create a custom object. Technically sound, yes – but it completely missed the opportunity to flag that this approach goes against Salesforce’s best practice.

To dig a little deeper, I followed up with, “Is it a good idea to create a custom object for accounts when there is a standard object already?” This time, the response was more nuanced and thoughtful than before, acknowledging that duplicating standard objects is typically not recommended.

Still, I remain concerned about the implications. If less-experienced Salesforce professionals are relying on Agentforce to guide their platform design and development, there’s real potential for technical debt to accumulate, especially if best practice guidance isn’t surfaced proactively.

Score: 6/10

Use Case 6: What Type of Flow?

I asked the agent, “What type of Salesforce Flow do I need to automatically deactivate Salesforce users if they have not logged in to Sales Cloud in 90 days?”

In my previous testing, the agent correctly identified the appropriate flow type but only offered very high-level guidance.

This time, not only did it select the correct type of flow again, but it also provided much more detailed, step-by-step instructions. That’s a definite improvement and a big win for usability.

One small observation: the response time for this query was noticeably slower than others. It still came in under a minute, but the lag was enough to stand out.

Score: 9/10

Final Thoughts

Since my last article, Agentforce for Salesforce Help has shown noticeable progress, but there’s still a considerable journey ahead.

There continues to be a steady stream of online chatter around incorrect answers and outdated references. While that likely points to issues within the Knowledge Base itself rather than Agentforce, it still impacts the user experience.

What’s more concerning is the inconsistency in responses. Different users can receive completely different answers to the same query. One reader, for instance, tried a prompt I shared previously and got a completely incorrect result, while I consistently received the correct one using the same input.

Agentforce for Salesforce Help is still a compelling tool with a lot of potential. It’s evolving quickly, but it hasn’t yet earned the full trust of its users.