Salesforce Winter '27 for Agentforce and Data 360: What Actually Changes
Waves land 4 Sep, 2 Oct and 9 Oct 2026. Why the Data 360 section looks thin, what the Agentforce renames signal, and the deprecations that actually break things.
Agentforce Service Consultant
The contact centre you cannot staff your way out of: service design, knowledge, channels, case management and analytics with Agentforce.
Designed and created by Salesforce Expert
What you'll learn
- Read the numbers a contact centre is actually run on
- Design an Agentforce Service solution against those numbers
- Build knowledge that both agents and people can use, the KCS way
- Design intake across channels, and case management through to closure
- Instrument the result, and sit the Agentforce Service Consultant exam
Course content
10 sections · 40 lectures
The contact centre nobody can staff their way out of 3 lectures
- 1.1 Sixteen thousand contacts in four days
- 1.2 78% of sixty, and a question bank pinned to Summer '25
- 1.3 Keldwick Fibre, and the eight domains laid over a real contact centre
The numbers a contact centre is run on 3 lectures
- 2.1 Average handling time is a rate, not a goal
- 2.2 Deflection is not a number you can read off a dashboard
- 2.3 We want an AI agent — the risks, the benefits, and the business challenge underneath the ask
Implementation strategies 4 lectures
- 3.1 The discovery that gets you the right problem
- 3.2 Phasing a service programme so the contact centre survives it
- 3.3 Training and adoption for people whose day is measured in seconds
- 3.4 Ten years of tickets — migration, data quality, governance and large data volumes
Agentforce Service solution design 5 lectures
- 4.1 The rep experience — console, layouts, dynamic forms, and the five clicks you can delete
- 4.2 The customer experience — what a customer will accept from an agent, and where it must stop
- 4.3 Where the agent sits in the process — deflect, triage, assist, or nowhere
- 4.4 Standard before custom — the trade-off table you will be asked to defend
- 4.5 Securing service data — the case, the transcript, the partner and the PII
Knowledge management and KCS 4 lectures
- 5.1 The article lifecycle, and why we'll write the articles later fails every time
- 5.2 KCS — knowledge as a by-product of solving, not as a project
- 5.3 Configuring Knowledge for two audiences at once — advisors and the public
- 5.4 Walkthrough — enable and configure Lightning Knowledge for Keldwick
Intake and interaction channels 6 lectures
- 6.1 Choosing channels from the job to be done, not from the catalogue
- 6.2 Email-to-Case, Web-to-Case, and the form that manufactures rubbish
- 6.3 Messaging, telephony, Voice, SMS, social and Slack — what each one is actually for
- 6.4 Where an AI agent belongs in the channel mix, and the handoff contract
- 6.5 Walkthrough — Omni-Channel routing across two sites and a partner
- 6.6 Walkthrough — an Agentforce service agent on a messaging channel
Case management, creation to closure 6 lectures
- 7.1 The case lifecycle, designed backwards from closure
- 7.2 Routing — queues, assignment rules, Omni-Channel, and the escalation nobody owns
- 7.3 Entitlements, milestones, assets and business hours — the SLA made real
- 7.4 Deflection in practice — the site, the article and the agent working as one system
- 7.5 Agentforce Service automation, Flow, or the advisor — differentiating the three
- 7.6 Walkthrough — an entitlement process with a first-response milestone
Contact centre analytics 4 lectures
- 8.1 One bullet, thirteen per cent — the reports a service organisation actually needs
- 8.2 Service report types, and the joins that quietly lie
- 8.3 A dashboard per stakeholder — advisor, team lead, director, board
- 8.4 Walkthrough — the Keldwick service dashboard set
Integrations 3 lectures
- 9.1 What a contact centre is always connected to, and what it must never own
- 9.2 Choosing the connection — API, middleware, external data, or nothing at all
- 9.3 Telephony, CTI and the third-party surface you inherit
The exam run 2 lectures
- 10.1 Thirteen wrong answers — how to read a consultant question
- 10.2 A full mock, sat against a clock, and what to do with the result
Requirements
- AGF-101 Agentforce Fundamentals, or equivalent
- Service Cloud familiarity helps
Description
Built on the Agentforce Service Consultant blueprint, this course treats the contact centre as the business problem it is — the numbers it is run on, and why adding people stops working. Implementation strategies, Agentforce Service solution design, knowledge management and KCS, intake and interaction channels, case management from creation to closure, analytics and integrations.
It closes with an exam run. Throughout it is a consulting course: the deliverable is a defensible design, not a configured screen.
Who this course is for
- Service consultants and administrators designing a contact centre with agents in it.
Skills you'll practise
Related reading
Grounding Agentforce in Data 360: Structured Data, Intelligent Context and the Latency Trap
Four ways to ground an agent in Data 360, when each is right, and why zero-copy federation is the wrong choice for the retrieval path of a live conversation.
Agent Script vs Subagents and Actions: When to Make an Agentforce Agent Deterministic
Every Agentforce project has this argument in week three. The rule that sorts deterministic steps from generative ones, and why each half needs a different test.