Techila/Services/Salesforce Agentforce

Salesforce
Agentforce

Build an army of AI agents to automate your business processes with Salesforce. Reduce human errors while increasing speed and efficiency.

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Techila Global Services is a Salesforce Summit Partner with 14+ live Agentforce deployments across customer service, sales, and support automation — including TASC Outsourcing, DecodeAge, and Armakuni. A senior pod designs agent topics, reasoning, actions, and prompt templates; grounds agents on Data Cloud and Knowledge; configures the Einstein Trust Layer for HIPAA, FCA, and GDPR-compliant deployments; and integrates Agentforce with Service Cloud, Sales Cloud, and external systems via MuleSoft. Pilot programmes go live in 8 weeks with the Techila Agentforce Pilot Kit.

Summit

Salesforce Partner

14+

Live Agentforce deployments

8 wks

Pilot Kit go-live

Trust

Einstein Trust Layer-aligned

[ Built for ]

Who this engagement serves.

Chief Customer / Service Officer

Wants AI deflection on tier-one cases without trading off CSAT or compliance — and an agent your team can govern.

Chief Revenue / Sales Officer

Wants AI SDRs, deal-coaching agents, and post-sale assistants that work inside the CRM, not bolted on top.

Chief AI / Data Officer

Owns the AI strategy. Wants Data Cloud grounding, evaluation harnesses, and a Trust-Layer-aligned deployment pattern.

Chief Risk & Compliance Officer

Wants HIPAA/FCA/GDPR-aligned controls, redaction, audit logs, and human-in-the-loop checkpoints.

Featured accelerator

Agentforce Pilot Kit — go live in 8 weeks

A pre-packaged Agentforce pilot programme with senior-led discovery, ready-to-extend agent topics, Trust-Layer configuration, and an evaluation harness. Designed to take a buyer from kickoff to a measured production pilot in eight weeks.

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[ At a glance ]

Product: Salesforce Agentforce (Service · Sales · Custom Agents)
Provider: Techila Global Services · Salesforce Summit Partner
Live deployments: 14+ in production · TASC, DecodeAge, Armakuni among them
Typical outcome: 8-week pilot go-live, Trust-Layer-aligned, Data-Cloud-grounded
Built for: CCO · CRO · Chief AI Officer · CRCO
Pairs with: Service Cloud · Sales Cloud · Data Cloud · Marketing Cloud

[ The practice ]

Salesforce Agentforce

Agentforce lets you deploy autonomous AI agents that work within your Salesforce data and workflows — handling customer queries, qualifying leads, and automating support at scale.

Our Agentforce implementation services involve building autonomous AI agents capable of mimicking human actions — analysing datasets, interacting with customers, and automating workflows while following your rules.

[ Capabilities ]

8 capabilities, one delivery team.

These eight Agentforce capabilities cover the full agent motion — from topic and action design through service, sales, and internal-assist patterns, with Data Cloud grounding, evaluation harnesses, and channel surfaces. Each ships as a configurable managed asset with documented Trust-Layer controls, so a Techila pilot lands in production in eight weeks rather than eight months.

/01

Agent topic & action design

Topic decomposition, reasoning patterns, action libraries, prompt templates, and conversational design tuned to your buyer language and brand voice.

/02

Service agents (tier-one deflection)

Self-service agents for FAQ, order status, account changes, returns, and case escalation — measured against deflection rate and CSAT.

/03

Sales & SDR agents

AI SDRs for outbound prospecting, lead qualification, opportunity coaching, and renewal motions — wired into Sales Cloud and Marketing Cloud.

/04

Internal copilots & assist agents

Agent-assist for service reps, advisor copilots for FSC, and internal knowledge-search assistants grounded on Salesforce data.

/05

Custom agents & Apex actions

Custom Agentforce agents built with Apex, Flow, and external action APIs for use cases that go beyond standard Service or Sales agents.

/06

Data Cloud & Knowledge grounding

Data Cloud, Knowledge, and Vector retrieval — so agents reason from a unified, real-time profile instead of stale CRM snapshots.

/07

Evaluation, observability & guardrails

Evaluation harnesses, conversation logs, intent-coverage scoring, regression suites, and human-in-the-loop review checkpoints.

/08

Channel & UI surfaces

Embedded chat, web messenger, Slack, MS Teams, WhatsApp, voice, and in-app surfaces — with consistent identity and authentication.

[ Einstein Trust Layer ]

Agentforce + Einstein Trust Layer.

Healthcare and financial-services buyers do not adopt agentic AI without the Einstein Trust Layer. Every Techila Agentforce deployment ships with Trust-Layer controls aligned to HIPAA, FCA, and GDPR — so prompts, responses, and grounding data stay inside your governance perimeter.

Zero-data retention

Prompts and responses are not retained by foundation-model providers — Trust-Layer-aligned LLM gateways keep your data in-scope.

Dynamic grounding & masking

PII, PHI, and confidential fields are masked before retrieval and unmasked only inside Salesforce — never sent to the model raw.

Toxicity & policy filters

Output filters for toxicity, bias, and policy violations — with configurable enterprise rule sets and per-channel thresholds.

Audit logging & lineage

Every prompt, retrieved document, and response is logged with full lineage — exportable for FCA, SEC, and internal audit reviews.

HIPAA-aligned patterns

PHI handling, BAA-aligned hosting, and de-identified retrieval patterns for Health Cloud and clinical-workflow deployments.

Human-in-the-loop checkpoints

Approval gates, supervised escalation, and reviewer queues for high-risk actions — adviser oversight, prior-authorisation, refunds.

[ Delivery process ]

Four phases. Value gates at every boundary.

Each Agentforce programme runs through four senior-led phases — use-case shortlisting, pilot build, production go-live, and scale. Boundaries are gated by signed-off artefacts (pilot brief, evaluation report, production runbook, value review), so the programme only advances when the agent outcome is in evidence. Pilot Kit pilots typically reach production in 8 weeks.

Phase 01

Use-case shortlisting

1–2 weeks

Topic mining, deflection-opportunity audit, ROI shortlist, Trust-Layer scope, and grounding-data assessment. Outputs a prioritised pilot brief.

Phase 02

Pilot build

4–6 weeks

Senior pod configures topics, actions, grounding, and Trust-Layer controls; evaluation harness, conversation review, and pilot-cohort enablement run in parallel.

Phase 03

Production go-live

1–2 weeks

Phased rollout, channel cutover, monitoring dashboards, escalation playbook, and operational handover — with senior on-floor support during the first peak window.

Phase 04

Scale & optimise

Ongoing

New topic expansion, evaluation-suite growth, model retraining, action-library extension, and Agentforce roll-out across sales, service, and internal copilots.

“Techila stood up our Agentforce pilot end-to-end in eight weeks — topics, Trust-Layer controls, evaluation harness, and channel rollout. Tier-one deflection moved past forty percent in the first month and our service desk now spends time on the cases that genuinely need a human.”

— Head of Customer Operations · Workforce-services group

[ Proof ]