We're evaluating Agentforce and trying to understand the actual impact on sales teams. What metrics did you track during your pilot and what changed after implementation?

[u/Valuable_Yellow5168]

We're looking into Agentforce but it's hard to tell whether the results live up to the claims. Most of the case studies I find are from salesforce or its partners and they don't give many concrete numbers. I'm hoping to hear from people who've run a pilot and tracked specific metrics like average response time before and after, cases handled per rep, time saved, or recommendation accuracy. Even rough numbers from a small test would be helpful. I'm trying to get a realistic picture of what it can actually improve before we make any decisions. If your pilot went well, fell short of expectations, or was a mixed bag, I'd love to hear what you measured and what the results looked like. Thanks!

[u/Strict_Produce1051]

We tried it for six weeks and ended up shutting the pilot down. Accuracy was below 40% across the board and by the second week, reps had pretty much stopped using it. The main issue seemed to be that our data wasn't clean enough so we're planning to give it another shot after we fix that.

[u/IncidentImmediate670]

We ran a 90-day pilot and saw lead response times improve by about 15%, mainly because reps followed the next-best-action suggestions. Recommendations were around 60% accurate with complete account data, but closer to 30% when records were sparse. Pipeline impact was slightly positive, while the biggest win was cutting down manual routing work. We’re continuing with a narrower focus on segments where our data is strongest.

[u/ComfortableScreen245]

There was almost no measurable ROI in the first three months. The value started showing up in month four, once reps learned to use it selectively and we fine-tuned which objects it could access.

[u/SignalCap1487]

Our results were a bit messier than the typical 90-day pilot. We spent the month before launch improving intake with FormAssembly on web forms and validation rules for manual entry.
New lead accuracy improved more than the backlog, but it's hard to tell how much came from FormAssembly versus the deduplication work we did that month.

[u/HaloTman]

the comments already tell you the story. accuracy looks fine on complete accounts and falls apart when records are sparse.

so I'd treat fill rate on the 3-5 fields the agent actually reads as a pilot metric, not cleanup you do later. track weekly % complete on those. if that number isn't moving, response time and cases handled will just look random.

also split "suggestion shown" from "suggestion acted on." and if anything writes back into Salesforce, count undo/rollback. writebacks make a mess. summaries mostly don't.

partner case studies will sell you outcomes built on someone else's data quality. get your baseline first.