AI & Agentforce
Measure whether your agent adds value
Connect business outcomes to task success, answer quality, adoption, and operating cost.
By Vishal Verma · Reviewed October 5, 2026
Define a baseline before a pilot. If a support task takes ten minutes today, measure whether the agent reduces that time while preserving quality.
Business measures
- Task completion and resolution time.
- Escalation and rework rates.
- User adoption and satisfaction.
- Cost per successfully completed task.
Technical evaluation
Build representative test cases with expected behavior, allowed actions, required inputs, and evidence requirements. Include ambiguous prompts, absent knowledge, permission failures, and downstream errors.
Use Agentforce Testing Center or Agentforce DX where supported. Combine automated checks with human review. Track retrieval relevance and action correctness separately from fluent response wording.
Agree on acceptance thresholds and a rollback or escalation plan. A high number of conversations is activity, not proof of business value.