Case Study

Transforming Author Support and Internal Case Management with Agentforce

A global academic journal publisher turned to AgentForce, Salesforce’s AI-driven solution, to streamline customer interactions and automate support tasks..

For a global academic journal publisher, publishing high-quality research wasn’t the challenge — managing the many inquiries from new authors and internal support cases was. 

Every day, their service teams were flooded with questions from authors, while internal caseworkers in the service team were drowning in complex cases. 

Given these circumstances, they decided to utilize Agentforce. With native integration into Salesforce Service Cloud and Experience Cloud, AgentForce took on two crucial roles: (1) A knowledgeable AI assistant for new authors and (2) an AI for internal support agents.  

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While the solution is still in its early days, the publisher is already seeing significant gains in efficiency and productivity. With fewer repetitive inquiries landing in human queues and faster case resolution times, the service team is positioned to scale more effectively. 

The Challenge

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Prolonged applicationprocessing times

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Complex trainingdata management

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Manual scheduling andcommunication workflows

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Lack of a self-service option

The Solution

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Foundational improvements

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Process transformation

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Training and scheduling optimisation

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Assessment and certification enhancements

The Outcomes

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Faster responses for authors

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Greater focus for supportagents

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Improved knowledge-sharing

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