Configuration starts with business knowledge
An administrator may set an agent’s role, instructions, relevant context, available tools and suggested questions. The process owner supplies the meaning: what counts as complete, which policy applies, what an exception looks like and where the agent must stop.
REDA AI includes administration tools that can propose improvements to instructions and context. Those suggestions need review. An optimised prompt is not proof that the workflow is accurate, that a new system has been connected or that a permission has been enforced. Explore agent configuration.
- Define the procedure
- Configure available tools
- Connect missing systems
- Test the complete workflow
Integration answers a different question
If the relevant document status lives in another application, an instruction to “check the document status” does not create access to it. Someone must establish the connection, authentication, data mapping, permitted operations and error handling.
Before estimating that work, identify the authoritative system and the minimum information needed. A scheduled import or existing approved service may be sufficient; a real-time integration is not automatically the right choice.
When custom development is justified
A purpose-built tool can be useful when a business action must validate several conditions or coordinate a specialised process. Its interface should make the permitted operation clear and reject unsuitable inputs.
Salesforce’s Apex security documentation distinguishes sharing from object and field access. Developers must account for the relevant execution mode and access controls in their implementation. A prompt that tells the agent to respect permissions does not replace that work. [1]
A worked example: preparing a renewal brief
| Workstream | Illustrative responsibility |
|---|---|
| Configuration | Define the briefing structure and which available account fields are relevant. |
| Integration | Retrieve a permitted summary from the support system if it is not already in Salesforce. |
| Custom development, if needed | Add a narrowly scoped action for a business-specific renewal process. |
| Process ownership | Decide who reviews the brief and which commercial decisions remain with the team. |
You might discover that all the required information already exists in Salesforce and no new integration is necessary. Or the external system may be essential. Both are legitimate outcomes of discovery.
Make the handover clear
For each component, record who can change it, how a change is tested and who handles a failure. Include the business owner, Salesforce administrator and any integration or development specialist. Keep credentials and sensitive records out of general-purpose instructions.
REDA acts as an AI innovation partner around this complete workflow. The platform is horizontal; the delivery choices should fit your processes and existing technology. Start with the dependencies you already know rather than assuming either “no code” or a large custom build.
Sources
- Salesforce Developers — Secure Apex classes. Accessed 22 September 2026.