Grow Smart with Agentforce: Boost Accuracy with Advanced Grounding
Part 3 of Our Agentforce Series
In Part 1, we helped you launch fast with FAQs.
In Part 2, we showed you how to scale smart using escalations.
Now we’re diving into the next phase: getting your AI agent to respond with confidence—and precision—by improving how it finds and uses information.
Whether you’re just getting up and running or refining your AI agent’s performance, this post is for you.
In this post, you’ll learn how to:
🔗 Connect your AI agent to deeper, structured sources of truth
📚 Ground responses in accurate, real-time data
⚙️ Set up scalable systems that grow with your content
Why Accuracy Matters—Especially Now
As your AI agent takes on more complex questions, expectations go up.
Customers don’t just want answers.
They want the right answers—immediately and consistently.
That’s where grounding comes in.
A confident, useful response depends on trusted content. And not just generic help articles or static FAQs. You need to connect to the live, structured sources your teams already use:
- Knowledge bases
- Internal help docs
- Product catalogs
- Policy databases
- Field-level case data
What Is Advanced Grounding?
Think of grounding as the process of anchoring your AI agent to facts.
Basic grounding starts with FAQs or email templates.
Advanced grounding goes further—linking your agent to dynamic, structured content across your org.
Done well, advanced grounding helps your AI:
✅ Find the most up-to-date answer
✅ Reduce hallucinations or vague responses
✅ Boost agent and customer trust
✅ Cut down on unnecessary escalations
How to Set It Up: From Content Chaos to Connected Confidence
1. Take Inventory of What’s Working Today
Your teams are already using reliable content sources—bring those into the mix:
- Salesforce Knowledge Articles
- Salesforce record data (like case, account, or entitlement fields)
- Uploaded internal documentation and structured files
- Help center content
- Public site information
- High-performing responses like macros, flows, and templates
2. Prioritize Based on Gaps and Volume
Use your escalation review loop to find where your agent struggles.
Is it with pricing? Returns? Coverage details?
Identify high-volume topics where grounding would have the biggest impact.
3. Make It Structured and Searchable
AI agents love structure. Use tags, metadata, and organized formats (like lists, tables, or field references) to make it easier for the model to retrieve and reference relevant content.
4. Build Your Context Variables
Agentforce lets you pass structured context into your email responses—like CaseId and ContactId.
This helps your agent tailor answers more accurately by grounding in the right version of content.
Continuous Grounding = Continuous Growth
Your AI agent isn’t static—and your content shouldn’t be either.
Make grounding part of your sprint cycle:
📌 Review new escalations
🧠 Identify what content was missing
📥 Add or update structured sources
🧪 Re-test and measure impact
It’s a flywheel: better grounding → better answers → fewer escalations → more scale.
What’s Next: AI as a Channel
Now that your AI agent is accurate, responsive, and scalable—it’s time to go bigger.
In our next post, we’ll explore:
💬 What it means to treat your AI like a teammate, not just a tool
🚀 Ready to see what’s new in Agentforce?
Check out the Summer ’25 Release Readiness Highlights for Service Cloud to get a look at the latest updates.
How are you grounding your AI agent today—and where are you seeing the biggest wins or challenges?
Let’s learn from each other.👇
