Architecting “Coach Possible”: An Agentforce Solution For 4X Student Success

Personalizing Student Journey with AI

Empowering Student Success with Agentforce

Introduction

A leading US-based Nonprofit Education sector Client dedicated to enhancing educational opportunities sought to improve student engagement and support. A tailored Salesforce Education Cloud solution, leveraging Agentforce, was implemented to address challenges in the student journey and empower student success.

Objective

To develop a tailored Salesforce Education Cloud solution, utilizing Agentforce within a customized Community, to streamline student interactions, improve response times, and enhance overall student experience.

Challenges

Despite leveraging Salesforce Education Cloud and related tools like CoPilot, the client faced several challenges in optimizing its student support and engagement processes, hindering their ability to provide effective assistance to students. These challenges included:

Lack of a centralized platform for student interaction led to disjointed communication and support delivery

Limited knowledge base forced students to rely heavily on direct coach interaction, delaying response times

Existing knowledge articles were difficult to navigate, making it challenging for students to find relevant information quickly and independently

Generic responses to student queries lacked personalization and context, reducing support effectiveness

Solution

Detailed Exploration

Conducted a thorough analysis of the Client's support processes, identifying areas for improvement and opportunities for automation.

Centralized Platform with Agentforce

A customized Salesforce Community was developed, with Agentforce at its core, to provide a single point of access for student interaction, support resources, and communication.

Personalized Support Delivery

Agentforce was configured to provide personalized responses, tailored to individual student needs and context, ensuring students received relevant and effective support.

Strategic Blueprint

Developed a customized Salesforce strategy, emphasizing adaptability and continuous improvement, to support their growing student base.

AI-Powered Knowledge Management

Agentforce's AI capabilities were leveraged to summarize knowledge articles and deliver concise, relevant answers to student queries, enabling students to find information quickly.

Automated Case Management

Salesforce Agentforce facilitated automated case management processes, enabling students to address basic queries, create and update cases, and track case status.