Emphasis on usability and trust

Chetan said the team has focused on making the Help Agent easy to deploy, even by business users. Users can enable voice, web, portal, and messaging channels from a single screen, allowing the agent to answer customer questions and manage cases. Users can add additional actions, including order management, appointment scheduling, and account management via existing setup options in Agentforce Builder or through a coding agent of their choice. The agent will even provision a phone number for the voice channel.

Because Help Agent runs on the Agentforce 360 platform, it leverages Salesforce’s Trust Layer to ensure that customer data remains protected, all agent actions are auditable, and that role-based access controls are in place.

Salesforce has also revamped the customer service portal experience. When an organization deploys Help Agent as a portal, it consists of a single conversation bar that surfaces personalized responses and dynamic cards through which users can complete tasks, such as ordering or scheduling an appointment, within the conversation flow.