One AI service agent for orders, invoices, pricing and support
An Agentforce Service Agent that verifies B2B buyers and answers from live Salesforce and ERP data — ten subagents, one conversation.
- Agentforce
- Apex
- Flow
- Salesforce Knowledge
- Commerce Cloud
- Dell Boomi
- Tecsys Elite 24
- Subagents
- 10
- ROI
- 25% in 18 months
- Price tiers per item
- Up to 5
- Reading time
- 8 min
Real-time answers for B2B buyers, without the phone call
The customer is a global leader in consumer packaging, industrial products, protective packaging and packaging supply chain services, with operations that depend on advanced technology to run efficiently across a worldwide footprint.
Their B2B customers needed accurate, real-time answers on orders, invoices, pricing and stock — without calling customer service or waiting on a person to look it up.
AD Infosystem built an Agentforce Service Agent for the customer’s website: one intelligent assistant that handles orders, invoices, pricing and support in a single conversation. It verifies the customer, reads each question, and pulls live data from Salesforce and the ERP to answer it.
Everyday questions that all needed a person
Before the agent, the customer’s B2B buyers had to call or email customer service for the everyday questions that drive a packaging business.
Where is my order?
Order status, shipment details and carrier tracking required a rep to look it up.
Can I get a copy of that invoice?
Invoice PDFs were requested by email and sent back manually.
What will I pay, and is it in stock?
Tiered pricing, warehouse stock and restock dates sat in the ERP, out of customers’ reach.
Who do I talk to?
Finding the right account manager meant navigating the website or calling a general line.
Blind transfers
When customers did need a person, they had no idea how long they would wait.
Built around the real service workload, not a template
AD Infosystem designed the agent around the customer’s real service workload rather than a standard template. We mapped the most frequent customer requests, turned each one into a focused subagent, and connected every subagent to the system that actually holds the answer — Salesforce for accounts, orders and knowledge; the ERP and ETL layer for invoices, pricing, inventory and availability.
- 01
Topic design
Ten subagents, each with clear instructions and a defined scope, so the AI planner routes every question to exactly one specialist.
- 02
Custom actions
Apex classes and Flows that call Salesforce and the ERP in real time, built where standard actions were not enough.
- 03
Grounded knowledge
Salesforce Knowledge articles connected through retrieval-augmented generation, so policy answers come with their sources.
- 04
Human safety net
Live-agent escalation with rep availability and queue visibility built into the conversation.
Every request routed to the right subagent, automatically
The AI planner routes every request to the right subagent and action — and the answer comes back from the system that holds it.
- Step 1
Customer
Asks a question in website chat
- Step 2
AI planner
Understands intent and picks the subagent
- Step 3
Subagent
Handles that type of request
- Step 4
Action
Calls Apex or Flow to get the data
- Step 5
ERP / Salesforce
Returns live data to the customer
10 subagents, one conversation
Each subagent is a focused specialist with its own action. Customer and account identifiers are resolved from the verified chat session, so customers only ever see their own data.
Customer Verification
FlowEmail one-time code confirms identity before sharing account data
Asks for the customer’s email, sends a 6-digit one-time code, and checks the code entered in chat before unlocking account-sensitive help.
Data in and out: Email → code sent; code → verified yes/no
Invoice Generation
ApexInvoice PDF download by customer, invoice, order or PO number
Finds the matching invoice in the ERP/ETL system and returns a clickable PDF link — no call to customer service.
Data in and out: Customer, invoice, order or PO number → invoice PDF link
General FAQ
Built-in RAGAI-summarized answers from Knowledge articles, with sources
Searches Salesforce Knowledge, picks the most relevant articles and summarizes them — e.g. sample policy, freight and handling, terms and conditions.
Data in and out: Question → AI summary + cited articles
Account Owner Lookup
ApexAccount manager’s name, email and phone, instantly
Looks up the account owner behind the customer’s contact record and shares their direct details.
Data in and out: Contact (from session) → name, email, phone
Live Escalation
Built-inHandoff to a human rep with queue position and wait time
Checks how many reps are online and the expected wait, tells the customer, then transfers the session.
Data in and out: Session → reps online, wait time, queue
Order Details
ApexStatus, PO, shipments, dates and totals for any recent order
Returns a full order summary for a specific order number, or the customer’s most recent orders.
Data in and out: Account (from session), order no. or count → status, PO, shipments, dates, total
Order Tracking
ApexDirect carrier tracking link from the PO number
Retrieves the carrier’s tracking URL so customers can follow their shipment live.
Data in and out: Account no., PO no. → carrier tracking link
Item Pricing
ApexUp to 5 quantity-based price tiers at the customer’s own B2B pricing
Shows the customer’s own tiered pricing ladder so they can see volume discounts before buying.
Data in and out: Account (from session), item → up to 5 quantity breaks + unit price
ERP Inventory
ApexLive available stock per item and warehouse from the ERP
Makes a live ERP call — not cached data — for stock at a specific warehouse.
Data in and out: Account, item, warehouse → available quantity
Availability Date
ApexExpected availability date by product, quantity and warehouse
Returns when an out-of-stock item will be available, so customers can plan their orders.
Data in and out: Item, quantity, warehouse → availability date
Built for B2B, safe by design
Account data stays with the account it belongs to, answers come from live systems and approved sources, and anything out of scope goes to a person.
Identity first
Email one-time-code verification before any account-sensitive information is shared.
Session-scoped data
Account and contact IDs come from the verified session, not from what the customer types, so each customer sees only their own orders, invoices and prices.
Live, not cached
Inventory, pricing and availability come straight from the ERP at the moment of the question.
Answers with sources
Knowledge answers are grounded in approved Knowledge articles and cite them.
Clear limits
Each subagent has a defined scope and guardrails; anything outside it goes to a human with a visible wait time.
What the conversations look like
Sample conversations from the agent (customer details anonymized).
Verifying a customer
- Customer: I need to check my order history.
- Agent: Sure! Please provide your email to verify.
- Customer: [email protected]
- Agent: We sent a code to [email protected]. Enter it here.
- Customer: 482910
- Agent: Verified! How can I help you today?
Checking an order
- Customer: What’s the status of order 6492714?
- Agent: Order 6492714 — PO 09072023#5, status Invoiced, 6 shipments, ordered 9/7/2023, total $4,174.88. Would you like the shipment details?
Pricing, stock and restock
- Customer: What’s the price for item 10G-303060?
- Agent: Your pricing has 5 quantity tiers, from $65.42 per roll down to $45.35 per roll at 120+ rolls.
- Customer: Do you have it in the LA warehouse?
- Agent: Sorry, it’s currently out of stock at LA. It will be available on May 7, 2026.
Handing off to a person
- Customer: I need to speak with someone.
- Agent: There are 3 reps online. Estimated wait is about 2 minutes, with 1 person ahead of you. Connecting you now…
Customers serve themselves, and reps focus on real problems
- 01
Self-service, all in one conversation
Customers check order status, tracking, invoices, pricing and stock in chat, without a phone call or email.
- 02
Live, accurate data
Inventory and availability dates come straight from the ERP, not a cache, so customers can plan large orders with confidence.
- 03
Secure by design, human when needed
Email verification protects account data, and escalations show wait times so there are no blind transfers.
- 04
Connected operations
Automated EDI communication and centralized supply chain, manufacturing and financial processes enable proactive decisions.
- 01
Customers serve themselves
Order status, tracking, invoices, pricing and stock answered instantly in chat, whenever customers are online.
- 02
Service teams focus on real problems
Routine look-ups move to the agent, so reps spend their time on complex cases and relationships.
- 03
Better buying decisions
Tiered pricing, live stock and restock dates in one place help customers order the right quantity at the right time.
- 04
A better handoff
When a person is needed, customers know the wait up front and reps pick up with the conversation already in context.
Start focused, then add subagents
The agent is modular. Most businesses start with the three or four questions their service team answers most often, prove the value, and add subagents from there. Because every action is built on your own Salesforce org and connected systems, the same pattern works with any ERP, order management or pricing system you already run.
- 01
Start focused
E.g. verification, order status, tracking and FAQ in the first release.
- 02
Connect your systems
We build the Apex, Flow and API actions that reach your ERP, e-commerce and knowledge data.
- 03
Extend over time
Add pricing, inventory, invoices, returns, reorders or quotes as new subagents.
- 04
Stay supported
We monitor conversations, tune topics and guardrails, and keep the agent current as your processes change.
- ERP
- Tecsys Elite 24
- CRM
- Salesforce
- EDI
- Dell Boomi
- E-commerce
- Salesforce Commerce Cloud
- Integration
- Dell Boomi
- AI agent
- Agentforce Service Agent (Apex, Flow, Knowledge RAG)
Agentforce implementation, service and sales agent design, topics, actions and guardrails, agent grounding and data readiness, Apex and Lightning Web Components, ERP and e-commerce integration, agent analytics, and ongoing support and managed services.
AD Infosystem designs, builds, integrates and supports Agentforce agents around the way your teams actually work — grounded in your real Salesforce data and connected to the systems that hold the answers.
- Agentforce
- Apex & Flow
- Knowledge RAG
- ERP integration
- Guardrails
- Managed support
Build an AI agent that works the way your business does
Whether your goal is faster resolution, automated follow-ups, connected data, or more value from the Agentforce you already have — tell us where you’re starting from.