What Is Agentic AI?
Agentic AI is a smarter kind of artificial intelligence that can act on its own, learn from experience, and handle tasks that require multiple steps. Instead of just following set rules, these AI systems can observe what’s happening, make decisions, and get better over time.
In Salesforce, Agentic AI helps streamline complex tasks like sorting through sales leads, prioritizing customer service issues, and coordinating daily operations. The more it works with your data and team, the smarter and more helpful it becomes.
AI Starts in the Streets
At Orion, we believe the best AI doesn’t start in a lab - it starts in the field. Our approach is rooted in spending time with the people doing the work. We talk to teams, observe workflows, and understand day-to-day realities before designing AI solutions.
Why? Because AI should enhance the work real people are doing - not replace it. That’s why our Agentforce implementations are shaped by frontline insights. We start every AI initiative by getting into the field with our clients to ensure the solution is grounded in context, empathy, and the real dynamics of human work.
AI Agents Are Essential, Not Optional
The introduction of AI has not reduced the need for a personal touch; it’s caused it to grow stronger. Customers still want to feel seen and understood, not just processed. But delivering that level of connection at scale is harder than ever. Sales teams are buried in administrative tasks that pull them away from real conversations. Service reps are expected to be always on, across multiple channels. And business leaders are under pressure to make fast, informed decisions, without getting lost in a sea of dashboards.
That’s where Agentforce agents come in: enabling organizations to scale efficiently without compromising quality or trust.
Here’s how Agentforce is making an impact across functions:
• In sales, AI agents handle time-consuming tasks like generating follow-ups, qualifying leads, and managing pipelines, freeing reps to focus on building relationships and closing deals.
• In service, AI agents triage cases, surface past interactions, and even begin resolving issues before a human ever gets involved.
• And in operations, AI agents seamlessly connect systems, reduce handoffs, and help ensure compliance - without the need for custom tools or complex integrations.
Organizations already using Agentforce are seeing measurable results, as shared by Salesforce EVP Adam Evans in Forbes, and highlighted on Salesforce.com.
• Wiley, a global education leader, is resolving customer service cases 40% faster compared to traditional chatbots.
• Unity Environmental University expects staff resource saving of $800 per website information request by automating response delivery through Agentforce.
• Formula 1® improved their fans’ experiences by unifying over 100 data sources with Agentforce, empowering reps to deliver fast (response times were reduced by 80%) and personalized fan support across every channel.
Adopting an Agentic Strategy: A Practical Framework
The smartest path to AI adoption starts, and ends, with people. Our framework keeps people at the center - designing AI that’s intuitive, aligned with business goals, and grounded in real needs. It’s not just about efficiency; it’s about empowering teams and driving meaningful change.
Here is our sample framework to guide the Agentforce AI development and adoption process:
Discover & Define Use Cases: Bring teams together to explore how AI can help with real work challenges and align with company goals. Focus on meaningful use cases where Agentforce can make an immediate impact.
Align AI Adoption with Business Goals: Make sure your AI agents are working toward your business goals - whether that’s boosting sales, speeding up service, or streamlining operations.
Start Small with Internal Pilot Projects: While it’s tempting to dive into large-scale AI adoption, starting small in high-impact areas can be beneficial and lay the foundation for effective scaling. It also helps build trust within the pilot team that Agentforce is a valuable tool.
Measure Success with Key KPIs: Track the performance of AI agents using key performance indicators (KPIs) such as time saved, productivity improvements, customer satisfaction, and sales conversion rates.
Encourage a Mindset Shift: By starting small and creating internal AI champions, they can influence other team members to assist with AI adoption. Agentforce is more than implementing new technology; it’s a chance to rethink workflows, spark innovation, and stay ahead of the competition.
The Future of CRM: Smarter, Faster, More Human
Agentforce AI agents are already impacting organizations’ processes, productivity, and efficiency.
At Orion Global Solutions, we will help you rethink how you work and grow.
