AI isn’t just a buzzword anymore—it’s a reality that’s reshaping how businesses run. And with Agentforce, Salesforce’s AI-powered toolkit, that shift is hitting the ground fast. But here’s the thing: jumping into Agentforce without a plan is like trying to build a house without a blueprint. You might get somewhere, but it won’t be pretty—or efficient. At Torrent Consulting, we’ve guided dozens of clients through Agentforce roadmap sessions, and we’ve learned a thing or two about what works. Whether you’re dipping your toes in or ready to scale, this guide will walk you through the big questions to ask yourself to set up a roadmap that sticks. Let’s dive in.
1. Start With Why: Define Your Business Goals & Use Cases
Before you even think about tech specs, nail down what “success” looks like for your team. Are your employees drowning in repetitive tasks? Are customers bouncing because of slow responses? We’ve seen this play out time and again in our discovery sessions—pinpointing those pain points is where Agentforce starts to shine.
Questions to Ask Yourself:
-
- What are the most time-consuming tasks for employees and customers?
- Are there any repetitive tasks that could be automated?
- Where do customers experience friction in their interactions with your teams?
- What insights are employees requesting to make better decisions?
- How can AI help streamline customer interactions and internal workflows?
Get specific here. The clearer your goals, the better Agentforce can deliver.
2. Take Stock: How Ready Is Your Data?
Agentforce thrives on data—it’s the fuel that keeps it humming. But if your data’s a mess, even the smartest AI will stumble. We’re not saying you need a pristine setup (who has that?), but you’ll want to scope out what you’re working with. Is your CRM a treasure trove or a junk drawer? Are your knowledge bases up to snuff? This isn’t about perfection—it’s about knowing where to start.
Questions to Ask Yourself:
-
- Do we have clean, structured data that AI can leverage?
- Is there unstructured data (PDFs, historical email threads, call transcripts, audio or video files) that could be leveraged with AI RAG technology?
- Is our current CRM and knowledge base comprehensive and well-maintained?
- What data governance policies need to be in place before implementing AI?
- Are there any integrations required to connect AI with existing systems?
- How will we ensure AI-generated responses are accurate and reliable?
3. Leverage a Structured Workshop Approach
A good roadmap doesn’t come from one brain—it’s a team sport. We’ve found that structured workshops are gold for hashing out what Agentforce can do for you. Picture this: the Torrent team and your team brainstorming use cases, sketching out what your AI “agent” should tackle, and even prototyping a workflow or two. It’s hands-on, practical, and gets everyone aligned. Bringing in people who know customer inquiries best ensures you’re solving the most valuable use cases.
Questions to Ask Yourself:
-
- What should we automate first to see quick wins?
- What processes and workflows should be automated first?
- Who are the key stakeholders, and what concerns do they have?
- How can we use workshops to align departments and ensure cross-functional collaboration?
- How will we measure the success of AI adoption?
4. Dip a Toe In: Start with a Pilot
Don’t go all-in out of the gate—start small and smart. Pick one use case, test it out, and see what sticks. We’ve seen teams begin with Agentforce tackling something straightforward, like basic support FAQs. The payoff? Faster response times, happier customers, and a clear runway to expand into areas like sales or onboarding. A pilot lets you adjust continuously as you see results and gather feedback, building confidence in the technology before tackling bigger and broader use cases.
Questions to Ask Yourself:
-
- What is the most strategic use case for an AI pilot?
- How will we measure the pilot’s effectiveness?
- What feedback loops will be in place to refine AI performance?
- How can we scale AI initiatives without disrupting existing workflows?
- What resources and training do teams need to adopt AI successfully?
5. Rally the Troops: Involve Key Stakeholders Early
Agentforce isn’t just an IT project—it’s a company-wide shift. Loop in your sales, service, ops, and tech folks from the start. When everyone’s in the loop, you dodge surprises and build momentum. You also get a lot more creative ideas for where the technology can provide real value. We’ve seen this make or break adoption—trust us, it’s worth the extra coffee runs.
Questions to Ask Yourself:
-
- Who are the key stakeholders that need to be involved in AI implementation?
- How can we ensure cross-functional collaboration for successful adoption?
- What concerns do different departments have about AI automation?
- How do we align AI initiatives with broader business objectives?
- What processes should be put in place to gather stakeholder feedback and iterate on AI solutions?
6. Set Some Ground Rules: Governance Matters
AI’s powerful, but it’s not magic—it needs guardrails. Who’s watching the outputs? How do you keep it compliant and secure? A solid governance setup keeps Agentforce on track and your business out of hot water.
Questions to Ask Yourself:
-
- What governance structure is needed to ensure AI compliance and security?
- Who will be responsible for monitoring AI performance and refining models?
- What data privacy policies need to be in place before launching AI automation?
- How will we track and address AI biases or errors?
- What training should be provided to employees interacting with AI-driven processes?
7. Keep Tuning: Monitor and Optimize
Agentforce isn’t “set it and forget it”—it gets smarter with use. Set some KPIs (think response times, efficiency gains, customer thumbs-ups) and check in regularly. This isn’t just maintenance; it’s how you squeeze every ounce of value out of it.
Questions to Ask Yourself:
-
- What KPIs should we track to evaluate AI performance?
- How often should AI models be reviewed and refined?
- What mechanisms should be in place to gather user feedback?
- How can we ensure AI remains aligned with evolving business goals?
- What governance policies should be established for AI monitoring and security?
8. Think Big: Build for Scale
Today’s win is tomorrow’s foundation. Design your roadmap with room to grow—Agentforce should flex as your business does. Start with the basics, sure, but keep an eye on where you’re headed.
Questions to Ask Yourself:
-
- How can AI be scaled to different areas of the business over time?
- What foundational AI use cases should be implemented first?
- What infrastructure is required to support long-term AI growth?
- How will we measure AI’s impact and make adjustments as our business evolves?
- What future AI trends should we prepare for to maintain competitiveness?
9. Keep It Alive: Treat Your Roadmap Like a Living Thing
This isn’t a one-and-done deal. Your roadmap should evolve—establish regular check-ins, seek user input, and make tweaks to stay sharp. We’ve seen clients who treat it like a strategy (rather than a project) come out miles ahead.
Questions to Ask Yourself:
-
- How frequently should we review and update our AI roadmap?
- What mechanisms should be in place for continuous feedback and improvement?
- How do we ensure our AI strategy evolves alongside technological advancements?
- What training and change management initiatives should be implemented to support long-term adoption?
- How do we measure and communicate the long-term impact of AI on our business?
Final Thoughts
Building an Agentforce roadmap isn’t about tossing tech at a problem—it’s about lining it up with what your business needs and making it pay off. It can feel like a lot to tackle, but that’s where we come in. At Torrent Consulting, we live for this stuff—helping you ask the right questions, zero in on priorities, and craft a plan that’s custom-fit to your world. From workshops to pilots to scaling up, we’re here to make Agentforce work for you, not the other way around.
Ready to map out your Agentforce future? Let’s chat, and we’ll figure out how to turn your “what ifs” into “here’s how.”
