Security
AI security in Salesforce
Where information goes, what your team can control and what needs evidence before approval.
White paper · Customer service
AI for customer-service operations on Salesforce
Decide where AI helps. Design the handoff to a person.
Choose the right service workflow, define who acts and make escalation part of the design.
Get the white paperWhat you’ll take away
- A service-workflow decision map
- Published evidence and its limits
- An escalation design record
Written for Heads of customer service and support, operations leaders and Salesforce administrators across industries.
PDF guide companion worksheet · English
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A practical starting point
Choose the mode around the work
A service representative preparing an answer and a visitor using a website agent need different kinds of support. So do an incoming email and a recommendation shown on a case. This guide helps you choose where AI belongs, who takes the next action and how the customer reaches a person when the workflow cannot finish.
Compare assistance beside a representative, recommendations on a record, configured automation and customer-facing self-service. Each needs its own information, identity and action boundaries. Reusing business knowledge does not mean every channel should use the same configuration or have the same access.
Design escalation before the demonstration
Specify when the workflow should stop, what information it hands over and who receives the request. Keep a usable route to a person even when AI is unavailable or a usage limit has been reached. A conversational promise to escalate is not the same as a working handoff.
Measure service, not just conversations
Define the contact population before calculating a rate. Some self-service conversations may never create a case; counting only cases can miss them. Track handoff completeness, repeat contact and review effort alongside usage, and state which measurements need additional instrumentation.
Inside the guideFrom the question
From the question
to a decision you can explain.
Practical frameworks, worked examples and a companion worksheet to bring into your own evaluation.
A service-workflow decision map
Published evidence and its limits
An escalation design record
Proposed acceptance checks and service measures
Put the questions to REDA AI
Explore the platform experiences See how this connects to the platform.
Explore the different ways REDA AI can support internal teams, configured processes, portals and websites. Each service journey needs explicit setup and an end-to-end test.