We recently implemented Agentforce for our Sales Reps, and it's been interesting to see how it simplifies product-related queries and reduces a lot of their manual work. Since much of my client's business is centered around partner users, I'm also looking forward to exploring multiple specialized agents solutions that can automate many repetitive process, assist with support requests, and provide an even better experience for our partners.
Hey Susmitha,
That's a great use case to expand into — partner-facing multi-agent setups tend to have a few extra wrinkles compared to internal Sales Rep agents, so worth flagging a few things as you plan this out:
1. Guest/Partner user context matters a lot more here
If any of these agents will be exposed to Partner Community users (not just internal reps), you'll want to plan agent actions and data retrieval carefully around sharing rules and object permissions for that user type from the start — agent actions run in the context of the invoking user, so an agent that works fine for internal Sales Reps can silently fail or return incomplete data for Partner users if the underlying Apex/Flow actions weren't built with that access model in mind.
2. Multiple specialized agents = plan the routing early
If you're going with several purpose-built agents (support requests, order status, training, etc.) rather than one broad agent, decide early whether you're using a single Agentforce Service Agent with topic-based routing internally, or genuinely separate agents surfaced differently. Retrofitting routing logic after building each agent independently tends to create overlap and confusing hand-offs for partners.
3. Repetitive process automation is where partner agents shine most
Things like order status lookups, case creation/updates, and basic troubleshooting FAQs tend to be the highest-ROI first agents for partner users specifically, since those are high-volume, low-judgment interactions — a good place to start before tackling more nuanced support scenarios.
What's the first specialized agent you're planning to build for the partner side — support case handling, or something more like order/product self-service?