Salesforce Agentforce has the potential to revolutionize AI-driven customer service, by providing businesses with autonomous AI agents that enhance customer engagement, improve operational efficiency, and reduce manual workload.
But to truly maximize its potential, Agentforce needs access to the right knowledge at the right time.
That’s why we’re excited to announce that Coveo for Agentforce is now available — helping organizations power their AI agents with secure, real-time, and enterprise-wide knowledge retrieval.
Enhancing Agentforce with Relevant Enterprise Knowledge Retrieval
Salesforce is a powerful hub for customer interactions, but knowledge doesn’t only live within the Salesforce platform. Enterprise customer service teams rely on a vast ecosystem of information sources and support touchpoints — from support portals and product documentation to CMS platforms and employee knowledge bases.
Without seamless access to these resources, even the best AI agent may struggle to provide complete, accurate answers.
That’s where the Coveo AI-Relevance Platform™ and Salesforce Agentforce work better together, ensuring that every interaction is informed by the most relevant, secure, and up-to-date information available.
How Coveo Enhances Salesforce Agentforce
Seamless Access to Enterprise Knowledge
With over 30 out-of-the-box connectors including core platforms like SharePoint, Google Drive, Atlassian Confluence and Jira, Coveo extends Agentforce’s reach throughout the enterprise, securely connecting to both structured and unstructured content sources wherever they reside.
Coveo’s robust ingestion capabilities ensures enterprises can confidently build a unified index representing their entire knowledge ecosystem. Built-in support for item-level security, virtually all enterprise file types and near real-time updates for content sources are key building blocks for customers.
Enhancing Data Cloud & Agentforce Capabilities
Coveo complements Data Cloud’s structured data used for prompt grounding with powerful retrieval for unstructured content — selecting only the most pertinent documents or chunks, ensuring that Agentforce can generate better insights and recommendations based on your entire enterprise knowledge ecosystem.
Supported by this depth of content and retrieval precision, Agentforce agents supplemented with Coveo AI can provide more relevant, complete answers across support touchpoints like self-service portals, agent desktops, chatbots, and case submission workflows.
Real-Time, Secure, & Scalable
Coveo leverages the latest in security standards, including AICPA SOC 2 Type II, HIPAA, EU GDPR, CCPA, and Cloud Security Alliance. And enterprises can remain confident in application availability with a Premium Cloud Plan with an SLA of 99.9%.
Driving Operational Efficiency & Reducing Manual Effort
By providing relevant, AI-enhanced responses, Coveo provides a simplified, intelligent self-service experience that helps searchers — whether customer or employee — get back to what they were doing before that need for information arose.
Coveo & Salesforce Already Delivers Tangible ROI for SF Customers
Salesforce customers already using Coveo are seeing game-changing business outcomes, and Agentforce will take those benefits even further:
SAP Concur Reduces Case Volumes by 31% with GenAI
As businesses like SAP Concur adapt to the AI revolution, they’re not only improving operational efficiency — they’re fundamentally reshaping their customer experience. SAP Concur leveraged Coveo Relevance Generative Answering to achieve a 30% decline in case submissions, resulting in an $8.6 million reduction in annual cost-to-serve.
In addition, the number of searches performed by customers before finding the answers they needed dropped by an astounding 91%.
“We have millions and millions of knowledge assets, many of which are twenty years old, and customers often had to sift through multiple documents to find the answers they needed,” said Michelle Lewis-Miller, VP, Head of Strategy and Transformation, SAP.
“We’ve dramatically improved customers’ ability to find what they’re looking for,” said Lewis-Miller. “…often combining multiple pieces of information from different assets into one solution.”
Relevant reading: Driving Transformation with AI: How SAP is Leveraging GenAI for Support Excellence
F5 Networks Harnesses Generative Answering to Deliver +11% Self-Service Success
Even if you haven’t heard of F5 Networks, you’ve likely experienced it — they secure and deliver half of the world’s apps, powering digital experiences for millions of people daily. With Coveo’s Relevance Generative Answering, F5 Networks achieved an 11% improvement in self-service success on their support portal, culminating in a $150,000 cost-savings.
“With so much knowledge to manage, we knew we needed a smarter way to deliver the answers our customers and employees rely on. That’s why we’ve partnered with Coveo since 2018,” said Laurel Poertner, Senior Director, Global Digital Services.
Their first project aimed to unify 20 different web properties and create a “ridiculously easy F5 experience for users,” in Poertner’s words. The results were outstanding.
So when the pressure to adopt generative AI was on, F5 knew they could count on Coveo.
“In just 30 days, we launched [our generative AI solution] across key platforms, including MyF5 and our internal CRM system,” Poetner said. “The results speak for themselves.”
Relevant reading: How GenAI Question Answering Delivers +11% Self-Service Success
Xero Increases Self‑Service Resolution by 20% in 6 Weeks
Xero, a global small business platform with 3.9 million subscribers, strives to offer best-in-class, effortless support to customers worldwide — and with Coveo, they’re doing just that. With Coveo for Salesforce and generative AI, Xero achieved a 20% increase in self-service resolution in just 6 weeks.
“The interesting thing about Xero is that we are a digital company,” Nigel Piper, Executive General Manager, said. “I have the answer to every question that’s ever been asked in support at Xero. That’s an incredibly rich volume of data.”
Since 2017, Xero has partnered with Coveo to surface those answers to a growing number of subscribers. As generative AI hit the customer support landscape, Piper looked to change Xero’s customer service to make it more proactive.
“What started with a test turned quickly into rolling out to our global support platform, Xero Central, and the transformation is outstanding,” said Piper.
Relevant reading: How Xero Increased Case Deflection with Coveo Relevance Generative Answering
Forcepoint Enhances End to End Customer Service with Generative Answering
As a leader in data and cloud security, Forcepoint is no stranger to streamlining information. To bring the same seamlessness into their customer support, they partnered with Coveo. After implementing Coveo’s generative answering, Forcepoint achieved a 55% improvement in self-service success and a 25% reduction in average time to resolution.
“We have a unique customer audience,” said Cora LaRose, Senior Manager, Digital Customer Engagement. “From younger customers who are used to digital platforms and want to engage with self-service, to industry veterans who want to pick up a phone to get an answer.”
With Coveo, LaRose reports that Forcepoint is able to meet the needs of this diverse audience. “We want to hand customers what they need on a silver platter, making it as easy as possible for them to find what they’re looking for,” said LaRose.
Whether it’s delivering answers via self-service portals or ensuring knowledge is at customer support agent’s fingertips, the Coveo AI-Relevance Platform is the connective tissue across Forcepoint’s digital experience.
Relevant reading: 90 Days to ROI With GenAI: Forcepoint’s Self-Service Success
Better Together: Unlock the Potential of AI-Enhanced Customer Support
Coveo and Salesforce Agentforce aren’t just complementary — they’re a powerful combination. By ensuring AI agents have enterprise-wide access to trusted knowledge, Coveo enables Agentforce to operate at its full potential.
For organizations looking to enhance customer support, scale AI-powered interactions, and improve operational efficiency, Coveo for Agentforce is the missing piece that turns Agentforce into a truly intelligent assistant.
Let’s Connect
If you’re exploring Salesforce Agentforce and want to ensure your AI-powered customer support is as effective as possible, we’d love to help. Reach out today to see how Coveo and Agentforce together can transform your customer experience.