Related case study
By Prashant Gupta, Director of Product Management, ideaHelix
Prashant is a Global Product Leader with over 16 years of experience driving CRM, AI, and enterprise platform innovation. A 55x Salesforce-certified professional, including Agentforce Specialist, Application Architect, and Systems Architect, he leads product vision, strategy, and delivery for ideaHelix’s portfolio of automation tools and Agentforce agents.
Introduction
Anyone can show an agent demo: a chat window, a scripted prompt, and a clean answer. The real test starts after the demo, when agents must work with live data, business rules, approvals, and security, when agents stop answering questions and start getting real work done.
We build agents differently. We use standard Agentforce building blocks, keeping your solution upgrade-safe, governed, and easy to evolve. We keep people in control with guided actions, approvals, and built-in guardrails. We place agents where work already happens: Console Apps, Record Pages, Teams, and Slack. Because every agent is grounded in the customer’s Salesforce data model and business processes, we can stand up a working version in days.
The result: four Agentforce agents solving four real business problems. Each shows faster time to value, better user experience, reduced manual effort, stronger KPI visibility, and more informed decision-making at the point of work.
Part 1: ARM. Quote to Renewal Agent
What is it?
Our deepest Agentforce investment: a guided revenue agent embedded inside Agentforce Revenue Management. It supports the full revenue lifecycle, from quote creation to order, contract, assets, amendment, and renewal, all from one trusted workspace.
What does it actually do?
Start a quote and the agent surfaces recent deals, buying history, whitespace opportunities, and commercial context. Ask for a quote and it builds one with the right products, pricing, and commercial terms. At pricing, it recommends a deal-appropriate discount. If the discount crosses policy, it routes the approval to the Sales Manager automatically. The revenue impact updates in real time.
Then it continues where most demos end. It creates the order, supports mid-contract amendments, updates assets, and prepares the renewal path. And when asked to create a contract from an open deal, it refuses because the business rule requires contracts to come from closed deals. That’s the difference: enterprise agents don’t just act fast. They act within policy.
The impact is faster quote-to-cash execution, cleaner approvals, reduced revenue leakage, more renewals, improved sales experience, and better commercial decisions at every stage of the revenue lifecycle.
Part 2: Media. Ad Proposal Agent
What is it?
An Agentforce Media assistant embedded inside an advertising proposal builder. Sellers move through guided steps: scope, products, pricing, and review. The agent supports each step with account intelligence, campaign context, recommendations, and governed next actions.
What does it actually do?
Open a proposal and the agent already understands the advertiser: prior campaigns, buying patterns, budget signals, and goals. It recommends flight dates, budget, audience, and market coverage, then selects media products from the catalog to match the campaign objective.
At pricing, it recommends a discount that stays within approval rules. It generates the client-ready pitch deck and attaches it to the opportunity. Contract, order, amendment, and renewal are available in the same flow.
The design principle is simple: the agent recommends, the seller decides. That is how AI earns adoption with sales teams who want better guidance, not loss of control.
The result: proposals in minutes instead of hours, backed by account intelligence, with pricing discipline built in.
Part 3: Communications. Multi-Site Quoting Agent
What is it?
A quoting agent that works where sellers work: Slack, Teams, email, or a guided workspace in Salesforce. It turns plain-language requests, pasted location lists, and inbound emails into governed Agentforce Communications quotes, complete with service locations, products, pricing, and quote line items.
What does it actually do?
An account executive pastes 42 site addresses into Slack and asks for a quote. The agent builds it in one pass with 42 service locations, 200+ line items, priced and ready in Salesforce. Hours of manual work disappear.
It also supports conversational quoting, asking clarifying questions when needed. The proactive version reads incoming email, identifies the account, locations, products, and commercial context, then prepares the quote before the rep starts typing.
For guided selling, the agent works inside Salesforce, recommending quote changes, explaining each step, and updating MRR and ARR in real time as the rep moves through products, pricing, review, and order. One workflow takes the deal from opportunity to an order ready for fulfillment.
Large quotes run as single structured transactions, making the solution enterprise ready for communications sales.
The result: multi-site quotes in minutes, fewer quoting errors, and faster responses to complex enterprise deals across Slack, email, and Salesforce.
Part 4: Insurance. Policy Management Agent
What is it?
An agent embedded inside an internal Policy Management Console on Salesforce Digital Insurance, connected to live policies, cases, brokers, agencies, service requests, and trusted data sources. It is not built for selling. It is built for the teams who keep insurance operations moving.
What does it actually do?
Teams simply ask: Any escalated cases? Which policies are expiring? Any broker issues? Which SLAs are breached? The agent answers with real case numbers, owners, dates, and next actions. Follow-ups work like a normal conversation: “Which ones?”, “Who owns those?”, “Show the highest priority.”
Every answer includes actions that take you straight to the record needing attention. The agent doesn’t just report SLA breaches. It helps resolve them. And leadership can ask for one operational summary: escalations, breaches, data issues, and what needs attention first.
The result: faster triage, fewer missed SLAs, and decisions made at the point of action.
The Pattern Across All Four
Sales agents. Operations agents. Conversation where it helps. Guided actions where it counts. Four industries, one architecture: standard Agentforce capabilities, governed workflows, human control points, and agents embedded where work happens.
That’s why they deploy quickly. We aren’t creating a custom AI stack for every customer. We build on the Salesforce platform, align to the customer’s real data model and processes, and apply governance from day one.
“The best agent isn’t the most autonomous one. It’s the most trusted one. That’s what earns a place in production.”
Prashant Gupta, Director of Product Management, ideaHelix
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