Architecting Coach Possible An Agentforce Solution For 4X Student Success
You would agree with the statement that “Education is one of the most powerful tools for changing lives. Our client, a leading U.S. based non profit in the education sector, is deeply committed to this mission. Their focus is to:
“Expand Educational Opportunities And Empower Students To Succeed.”
Not just academically, but throughout their entire learning journey.
But with rapid growth, there come familiar challenges: “How to engage and support students at scale while keeping interactions personal and effective ones.”
Technology Stack
Imagine being a student who is motivated to learn but constantly runs into obstacles. You have questions about classes, resources, or processes, but finding answers feels like a maze. The articles in the knowledge base are long and hard to search.
Then reaching out to your coach feels like the only option, but they already have dozens of messages waiting. By the time you finally get a response, the delay has already slowed your progress. The problem gets even worse when it happens to thousands of students across the organization.
Vision & Mission Of The Client
But as the student community grew, the tools in place could not keep up. Students were frustrated, and even the coaches stretched this. The College Possible risked falling short of its mission, useless something changed.
“We’re embracing technology to move faster and tackle challenges we couldn’t before.”
That is when they partnered with Plumlogix to reimagine their student engagement model, utilizing Salesforce Education Cloud and Agentforce, and creating a smarter, AI-powered, and improved student experience.
Building A Student Centric Platform
The College Possible had a clear vision, “They wanted to create a centralized and simple platform where students could quickly access answers, resources, and connect with coaches.”
Briefly, you can say the main objectives of this transformation were:
- Build a custom Salesforce community design for students.
- Use Agentforce to power personalized & real-time support 24/7.
- Automate the case management system so students can serve themselves and reduce wait times.
- Improve the knowledge base by making all data easier to find and understandable.
- Lastly, create a scalable solution to support their growing student base.
This was not just about technology. It was about giving students the confidence to find answers independently while giving coaches more time to focus on deeper, human-centered mentoring.
Main Challenges Of College Possible
Even with the Salesforce system in place, the nonprofit’s support system was not meeting student needs. A closer look revealed four major challenges
- There Was Disjointed Communication
Students had to use different tools and platforms for different needs. Some reached out by email, others through SMS, and some directly contacted coaches. There was no single and unified platform in the system. Hence, the whole process was messy and confusing.
- Students Rely On Coaches Hugely
The knowledge base was small and not user friendly. Students often had to go straight to coaches for even basic questions. This created bottlenecks and long delays. Coaches were spending valuable time answering repeated queries instead of focusing on important tasks like higher mentoring.
- Hard To Access Knowledge Articles
The few resources that did exist on their system were hard to search and navigate. Students felt overwhelmed trying to get the right information, which discouraged them from self-serving.
- Students Get Generic Responses
When students did get answers, they often felt robotic and impersonal, without personalization. The students’ support felt transactional and unhelpful, instead of empowering them. All of this created frustration for both students and staff. Students wanted quick, clear, and personal support. Coaches wanted to spend their time where it matters the most. The system in place was blocking both.
Our Solutions
A Smarter AI-Powered Experience For Students
Our approach was guided by one question: How can we make the student experience seamless, personal, and scalable? We designed a complete solution for using Salesforce Education Cloud and Agentforce, with 6 key pillars:
- Deep Process Exploration
Before making changes, we took the time to map the non profit’s support journey. We interviewed staff, reviewed workflows, and analyzed student interactions. This helped identify where automation could save time, and where AI could add the most value.
- Salesforce Education Cloud & Centralized Student Platform
We implement the Salesforce Education Cloud and build a custom Salesforce community tailored to students’ needs. Now, for the first time, they had one central hub to:
- Ask questions
- Access resources
- Track cases
- Communication with coaches
This streamlines the experience, making it simple and consistent
- Agentforce For AI Knowledge Management
Using Agentforces AI power, we transformed the complete knowledge base. Instead of long, hard-to-get articles, AI now summarizes and delivers concise answers to students.Moreover, students can type a question and instantly get a clear, relevant response. That is totally without hunting and confusion.
- Personalized Student Support
We configured Agentforce to tailor responses based on students’ query contexts. Instead of generic replies, students now receive answers that feel personal, supportive, and specific to their query.
- Agentforce Assistant For Automated Case Management
Also, we automated the whole process of raising and managing cases. Students can now:
- Submit a case for more complex issues.
- Update their cases in real time.
- Track progress without needing constant coach updates.
This reduced the back and forth and gave students more control over their own support journey.
- A Blueprint For The Future
We did not just fix their existing problems; we also created a scalable Salesforce strategy. That helps the nonprofit have a clear roadmap for continuous improvement, ensuring the system can grow as its student base grows.
Note: You want to know about the results? You may directly from Salesforce, itself here
Is your organization facing similar challenges? Partner with us to get the same success and build a smarter, futuristic system.
What Were The Business Outcomes: The Impact
Coach Possible empowers each coach to guide up to 250 students, a 4x increase from their previous capacity of 60. At the same time, maintain the personalized 1-to-1 support that defines their program. Also, students gain instant access to:
- A) Enhances Student Experience
Students now have a one-stop digital portal to track their progress and goals. A central hub that feels easy and welcoming. This has increased student satisfaction and engagement.
- B) Modernize Support Capabilities
The knowledge base is no longer a barrier. Now, students get 24/7 AI generative support, answering FAQs, giving coaches more time to focus on critical needs. This reduces dependence on coaches and makes them feel more empowered.
- C) Increases Efficiency Of Work
Coaches saw an immediate impact. Students have better visibility into their coach’s availability, improving one-to-one human connections. Automated case management has also sped up response times, making the entire process more efficient.
- D) Financial Impact Of Our Solution
By automating support, the nonprofit reduced operational costs. Agentforce now handles a higher volume of inquiries at a fraction of the cost. It further frees up resources to reinvest in student programs.
“Agentforce gives our coaches more time to do what matters most. Connect deeply with students and make a real difference.”
Dr. Siva Kumari, CEO, College Possible
Why Does It Matter?
This project was not just about implementing a new CRM Tool. It was about reshaping how students and staff interact.
- For students, it means feeling seen and supported, not just answered.
- For coaches, it meant time freed up for deeper mentoring.
- For the nonprofit, it meant a sustainable model to keep scaling without burning out resources.
In short, it was about the “Future of Students”
In Conclusion, It Is A Complete Success!
With Salesforce Education Cloud and Agentforce, our client College Possible turned student support into a modern, AI-powered experience. What was once disjointed and slow is now seamless, personal, and efficient.
“Now College Possible serves 4X more Students.”
Students feel empowered, coaches feel supported, and the organization is now better equipped to achieve its mission of expanding educational opportunities.
In Conclusion, It Is A Complete Success!
With Salesforce Education Cloud and Agentforce, our client College Possible turned student support into a modern, AI-powered experience. What was once disjointed and slow is now seamless, personal, and efficient.
“Now College Possible serves 4X more Students.”
Students feel empowered, coaches feel supported, and the organization is now better equipped to achieve its mission of expanding educational opportunities.
