Your customers expect better service. They expect to be able to solve their issues easily and instantly, across any channel. Yesterday’s self-service solutions no longer cut it – basic FAQ documents and rules-based bots only frustrate customers and lead to poor satisfaction. And while many companies have tried AI for customer service, few have made it work at scale due to unclear value, complex setups, and fragmented data. Salesforce tackles this reality head-on by ensuring that the cost of your AI service strategy is tied to real customer value.
Today, Salesforce is announcing Agentforce Help Agent, a pre-packaged service AI agent that comes with a value-based guarantee: if the customer issue isn’t resolved autonomously, the self-service interaction is free of charge. Agentforce Help Agent also goes live in minutes, so teams start seeing ROI immediately. It’s automatically connected to your knowledge articles and workflows and deploys seamlessly across voice, messaging apps, websites, and a newly reimagined customer portal, with only a few clicks. This means companies can easily scale personalized and intuitive agents that work across all channels.
The Agentforce Help Agent is built on learnings from millions of customer service interactions. Tens of thousands of customers are using Agentforce across sales, marketing, commerce, but the majority start with service. And at Salesforce, we’ve been on this journey as well. Salesforce’s own Help.Salesforce.com service portal has handled 4.3 million customer inquiries and resolved 70% of them. These learnings, from what worked and didn’t work, have been purposefully packaged into the Help Agent.
Organizations like PenFed Credit Union, Fisher & Paykel, PowerSchool and Andersen Tax are using Salesforce to deliver agentic self-service:
“PenFed is building toward a future where every member gets fast, self-driven and personalized service at scale, and Agentforce is making that real. With Agentforce, we’ve freed our team to focus on what matters most: understanding and anticipating member needs. “We’re excited about where Salesforce is headed with easier setup and outcomes-based pricing, because this kind of model means we only win when our members win.” – Nicole LaCamp, SVP of Platform Strategy and Engineering at PenFed Credit Union
“Fisher & Paykel aims to meet customers exactly where they are the moment they need assistance. An intelligent, context-aware agent that instantly recognizes the customer and their specific appliance completely redefines the support journey. Agentic AI has already doubled self-service resolution rates, and we expect further uplift in both efficiency and
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experience as we continue to empower customers to resolve their own needs inside their current workflows” – Rudi Khoury, Chief Digital Officer, Fisher & Paykel
“PowerSchool serves millions of students, educators, and administrators who need fast and accurate support. Unfortunately, delivering personalized service at scale across every channel isn’t easy. With Agentforce Help Agent, we will be able to quickly deploy frictionless, personalized service across every channel, helping customers find instant resolutions. We’re excited to shape the future of agentic service innovation with Salesforce.” – Mark Miller, VP of Innovation and Delivery, PowerSchool
Deploy Quickly Across All Channels, Pay Only for Resolutions
Agentforce Help Agent introduces new capabilities that make it easier to launch value-based agents at scale:
● Pay-Per-Resolution Pricing: Organizations only pay when Help Agent autonomously resolves an issue from start to finish. If a case requires human intervention, there is no charge, and the agent passes complete customer context to the service team. Both Data 360 and Agentforce are unmetered during the agent interaction. This means companies don’t have to worry about consumption calculations or overages and their investment is tied directly to successful customer resolutions.
● Out-of-the-box Knowledge & Testing: Many companies struggle with messy data which impacts the success of an agent. To remove this blocker, The Help Agent is pre-trained on your Salesforce Knowledge out-of-the-box and also allows users to drag and drop additional files or enter a web url for crawling. An agent preview pane on the same screen enables agent testing to help ensure confidence in the responses before moving to the next step.
● Pre-packaged Actions & Simplified Omni-Channel Deployment: Deploying AI across numerous channels can mean complex orchestration and system integration. With the Help Agent, users select channels including voice, web, portal, messaging from a single screen. The Help Agent also comes with pre-packaged actions. Out-of-the-box the agent can answer customer questions and manage cases. Additional actions such as order management, appointment scheduling, and account management can be easily added using the existing setup options in Agentforce Builder or the coding agent of the customer’s choosing.
● Reimagined Portal Experience: The Agentforce Customer Service Portal, a common deployment channel for Help Agent, has been reimagined around a single conversation bar. As customers describe what they need, the portal experience adapts in real time — surfacing personalized responses, context, and actions to resolve their issues. Because the experience uses real-time data, it can also trigger workflows proactively, engaging the customer before there’s an issue.
Built on the Platform You Already Trust
Agentforce Help Agent runs on the Agentforce 360 Platform with the Trust Layer governing every interaction: customer data remains protected, every agent action is auditable, and
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role-based access controls determine what the agent can see and do. Risk and compliance teams have the flexibility to choose which AI model the agent uses to ensure it meets security requirements.
True trust requires more than just security guardrails: it requires accurate data. Rather than manually stitching together disconnected data, Salesforce uses Data 360 to connect the full customer picture across sales history, service interactions, marketing engagement, and commerce activity all in one place. This unified data and context foundation is what transforms Help Agent from a conversational tool into a trusted resolution engine that can safely automate complex workflows.
Salesforce Perspective and Customer Zero
“The promise of AI agents in customer service isn’t just about answering questions faster; it’s about resolving issues completely, across any channel, the first time and every time,” said Kishan Chetan, EVP and GM of Agentforce Service at Salesforce. “Agentforce Help Agent leverages nearly two years of real-world learnings. Built on our deeply unified, secure-by-design platform, it delivers a personalized, proactive omni-channel experience that is even easier to set up. And with our pay-per-resolution pricing, our success is directly tied to our customers’ success.”
“Agentforce Help Agent shattered our service capacity constraints — handling over 4 million customer inquiries, enabling 24/7 multilingual chat support, and freeing our experts to proactively help customers get more value from Salesforce. We baked what we learned during almost two years of real-world implementation into Agentforce Help Agent, with the goal of helping our customers launch a high-quality service agent faster.” – Jim Roth, President Customer Success, Salesforce
Availability
● Agentforce Help Agent and Agentforce Customer Service Portal are generally available July ‘26.
● Pricing: Pay-per-resolution pricing is available July ‘26.
