My sales agent is taking the first turn of every inbound chat, but I want a clean way for it to flag complex deals and pull in a human AE without losing context. Has anyone wired this up with Omni-Channel routing yet?
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Mia Iyer
Senior Architect · Salesforce MVP · 1 hr ago
Capacity model + a custom skill for 'AE-routable-deal' is what's worked for us. We don't keep the agent in the conversation mid-stream — it posts a structured handoff summary as the first message in the new conversation, and the AE picks it up cold with the full context attached. Cleaner than 'silent watching'.
We're piloting Agentforce for inbound case triage. Need to ground the model on knowledge articles + recent case history, but our compliance team flagged that the unfiltered case history can include unredacted PII.
Accepted answer
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Mia Iyer
Senior Architect · Salesforce MVP · 2 hrs ago
Two-stage retrieval has been the cleanest pattern: pull the case history through a redaction layer first (the Einstein Trust Layer handles a lot of this by default but you can extend it), then ground the agent prompt on the redacted versions. Your compliance team should be able to approve the redaction policy once, not every prompt.
We have ~40M unified profiles and the dedupe rate is lower than I expected. Walking through whether probabilistic blending makes sense for the consumer side of the org.
Accepted answer
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Jasmine Young
Senior Salesforce Administrator · 3 hrs ago
We ran the same comparison last quarter. Probabilistic was the right call for us but we capped the confidence threshold high — 0.95+ only. Caught the household collapse problem you're worried about by adding a 'shared-address-but-different-DOB' exclusion to the ruleset.
We're sitting on years of Voice transcripts. Wondering if there's a clean way to use them as few-shot examples for an Agentforce intake agent without rolling our own pipeline.
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Jasmine Young
Senior Salesforce Administrator · May 16, 2026 9:12 AM
The migration tool generated a flow that loops over child records but the order of execution shifted vs. the old Process. Sharing what we did to recover.
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Maya Bennett
Salesforce Admin · Group Leader · May 15, 2026 8:30 PM
Spinning up Pulse for ~600 users across three analyst tiers. Defaults don't quite match how we'd carve up data access. Anyone with a clean tier-based pattern?