Skillwallet / Salesforce & Agentforce
Salesforce and Agentforce engineering for customer support
Salesforce development and Agentforce support automation during an academic internship, covering CRM workflows, human escalation, reports, and operational dashboards.
Nino Amor · Academic internship
The problem
Support automation depends on the CRM information, routing, and escalation around the agent. Repetitive requests still need a clear path when the automated step cannot finish.
Salesforce development during an academic internship
During my academic internship, I worked on custom Salesforce applications, CRM flows, and Agentforce support automation. My contribution included reporting and escalation paths, connecting the agent interaction to the service process around it.
An agent inside the support process
The work sat inside a CRM support environment during my academic internship. Agentforce was one part of the workflow, alongside Salesforce apps, routing, reporting, and escalation.
That boundary matters when describing the implementation: the generated response needs to connect to a service process a person can follow and continue.
Connect the agent to the service process
The work connected agent-assisted support with CRM flows and human escalation. The aim was to make the automated step part of the service workflow, with reporting that helped people follow what happened.
A useful escalation has to preserve the request's context. Looking at the surrounding CRM process kept that handoff in view alongside the automated response.
What I delivered
My contribution covered the Salesforce workflow around Agentforce support automation.
- Application engineering: custom Salesforce applications and CRM flows supporting service work.
- Support automation: Agentforce connected to human escalation paths.
- Operational visibility: reports and dashboards for following the work around the automated step.
Route, assist, escalate, and report
The Salesforce applications and CRM flows were the surrounding service workflow. Agentforce support automation needed to fit into that process, including the path back to a person.
- Route the support work through the CRM flows and application surfaces.
- Connect agent-assisted support to a human escalation path when needed.
- Use reports and dashboards to follow the work around the automated step.
Academic internship
The service process around an agent
Route
Custom Salesforce applications and CRM flows carry the request.
Assist
Agentforce support automation fits within the service process.
- Human review
Escalate
A person can continue when the automated step cannot finish.
Follow the work
Reports and dashboards provide operational visibility.
Support automation with a continuation path
The work connected agent-assisted support with the CRM processes and escalation paths around it. My responsibility included the workflow beyond the generated response, so that a person could continue when automation could not.
What I took forward
The surrounding service process is part of agent engineering. This work connected the automated response to CRM records, human escalation, and reporting, within the scope of an academic internship.