Salesforce, a software vendor serving tens of thousands of Agentforce users across sales and marketing, announced a billing model tied to its new automated support tool. The company introduced the Agentforce Help Agent, a system that connects to corporate knowledge bases to answer employee and customer inquiries. The deployment operates across digital portals and text applications while provisioning phone numbers for voice channels.
The product runs on the Agentforce 360 platform and utilizes the Salesforce Trust Layer to audit agent actions and enforce role-based access controls. Administrators configure the tool using Agentforce Builder or external coding interfaces to manage appointments, process orders and update accounts.
“It’s a packaged, opinionated solution targeted at the customer service team, built on the Agentforce platform,” said Kishnan Chetan, EVP and GM of Agentforce Service at Salesforce. “Customers pay when their customers’ questions are resolved, i.e., it doesn’t get escalated to human or the customer doesn’t abandon it.”
Organizations must buy resolution blocks starting at a minimum of 1,000 units. To prevent duplicate charges during continuous interactions, the system counts all automated actions completed within a 10-minute call window or a designated chat timeframe as a single billable event.
“We define successful resolution as the user’s question doesn’t need a human escalation,” Chetan said. “If it gets escalated to a human to solve it, that’s not a resolution in our books. If the user explicitly says, ‘I didn’t get my answer,’ then that’s not a resolution.”
The vendor also updated the Agentforce Customer Service Portal to display dynamic task cards and personalized text responses within a search interface. Internal deployment metrics show that the Salesforce support site processed 4.3 million inquiries since its launch and achieved a 70 percent resolution rate.
“We’re bringing the search plus conversation experience in a seamless way,” Chetan explained. “I can have a single Google-type bar. When I do a search and get an answer, it’s part of a contextual conversation.”
The portal updates and the outcome-based pricing structure are scheduled for general availability in July.
