Guide: How to Choose Your First Salesforce Agentforce Use Case

This guide will help you determine your healthcare organization's most practical entry point. You'll identify a solid starting point for deploying Salesforce Agentforce by answering a few key questions about your data, operations, and goals.

Getting Your Data Agent-Ready

AI thrives on data. In fact, it's one of the most important aspects of a winning AI strategy according to Salesforce. Before you decide on any Salesforce Agentforce use case, it's essential to evaluate the current state of your data. While it's easy to get overwhelmed, take a deep breath and just start with three simple questions.

Question 1: What data is trustworthy (AKA clean)?

There's no AI in "maybe". Your data needs to be accurate, consistent, and up-to-date. If some data sources are messy or incomplete, forget about AI there for now...focus on areas where your information is squeaky clean. Trust us, it'll start your AI journey on much better footing.

Question 2: What data already lives in Salesforce?

The closer your data is to Salesforce, the easier (and faster) it'll be to plug Agentforce into your processes. Natively stored or deeply integrated data with Salesforce is prime real estate for your pilot use case.

Question 3: What data has already been integrated into Salesforce from other systems?

Do you have workflows set up between Salesforce and complementary platforms in your tech stack, like EHRs, ERPs, or marketing systems? Great! Knowing these connections will help you find ROI opportunities while avoiding surprise integration hurdles.

Decide What Could Make the Biggest Patient Impact

Sure, we're talking AI – but healthcare is about people, right? The best Agentforce use cases often directly enhance patient experience and loyalty. Think about what would most significantly impact your patients' lives. Start with:

• Loyalty drivers
  How can you ensure patients stay with your organization instead of heading to competitors?
• Enhancing experiences
  Would a faster response time or an on-demand scheduling process make your patients happier? Probably—so keep these opportunities close to the top of your list.

Find the Processes That Are Crying Out for Automation

Repetitive and manual processes don't just slow you down—they drain employee morale and frustrate patients. Lucky for you, they're also low-hanging fruit that's ripe for improvement with AI. Ask yourself:

• What's most time-consuming for your team? Anything eating up valuable hours (or seconds) is an excellent candidate for Agentforce.
• What's highly repeatable? Tasks that follow clear, repetitive steps (like data entry or common patient inquiries) are perfect for AI solutions.
• Where are your current processes rock-solid? Agentforce works best when the underlying groundwork is defined. Focus on areas with well-documented guidelines and proven practices.

Know What Impacts the Bottom Line Most

You're running a business, so AI needs to make financial sense. Thankfully, savings in time and resources mean more space in your budget, highly productive staff, and improved outcomes for your patients. Key areas to consider include:

• Time savings
  Look for workflows where automation could free up employee time, allowing them to focus on higher-value activities.
• Boosting employee retention
  Could reducing tedious tasks improve team satisfaction? Happy employees stick around.

Understand Your Data Journey

Knowing where you are in your data and AI adoption process can also simplify your decision-making. Here's the general roadmap most healthcare organizations follow when adopting AI:

• Clean Data
  Data is free from inaccuracies and duplicate information.
• Complete and Connected Data
  Data is unified across multiple systems and departments, from EHRs to EPRs.
• AI Strategy
  There's a clear plan for goals, priorities, and AI applications.
• Automation and Prediction AI
  You can automate tasks and make educated predictions from historical data.
• Assistive Agent
  AI actively works alongside employees, suggesting actions and streamlining workflows.
• Autonomous Agent
  Tasks are independently handled by AI end-to-end.

How far along are you on this path? The answer will guide you toward selecting realistic use cases.

Use Cases for Your First Agent

Once you've identified your data readiness and maturity, consider starting with these easy-to-implement Agentforce use cases grouped into "Reactive" and "Proactive" categories.

Reactive Agents

These involve responding to customer requests and queries—ideal for tackling straightforward use cases.

Question and Answer Agents

• What they do: Respond to FAQ-like questions by pulling information from documents or knowledge articles.
• Example: A patient asks for your appointment cancellation policy. The agent quickly retrieves the relevant policy details.
• Implementation time: 2–8 weeks.

Question and Answer + Custom Actions

• What they do: They provide answers and handle specific tasks, streamlining workflows.
• Example: A patient asks about the cancellation policy and reschedules their appointment—all within one interaction.
• Implementation time: 2–8 weeks.

Proactive Agents

These kick-start conversations or respond to defined triggers, making them slightly more advanced.

Event-Triggered Agents

• What they do: Start a conversation with patients based on specific events or timing.
• Example: Post-visit follow-up—"You had your annual check-in last month. Do you have any follow-up questions for your provider?"
• Implementation time: 2–8 weeks.

Custom Agents

• What they do: Tap into third-party systems to initiate tailored conversations or perform tasks.
• Example: "We noticed you've been searching for a specialist. Here's a list of recommended providers near you who accept your insurance."
• Implementation time: 4–12 weeks.

Final Thoughts: Think Big, But Start Small

Here's the thing—AI doesn't have to overhaul your healthcare organization overnight. It's much more manageable (and less intimidating) to start small, solving specific pain points and learning as you go. By carefully evaluating your data, processes, and organizational readiness, you'll pinpoint the perfect Salesforce Agentforce use case to kick things off.

Once you're up and running, those small initial successes will snowball into more significant system-wide improvements. Bottom line? You've taken the first step toward modernizing your operations—and that's a win for both your team and your patients.

Are you ready to explore how Salesforce Agentforce can transform your healthcare processes? Schedule a consultation today to chat about the possibilities.