#Japan #Tokyo #AI Support #Salesforce #Agentforce

Riverness Knowledge Introduces Support Services for Agentforce

Riverness Knowledge announced today the launch of a novel assistance service tailored specifically for Agentforce users. This service provides comprehensive support for various aspects, including strategic formulation, implementation, and integration of Agentforce and Agentforce in Slack. It also covers advanced operations through Data Cloud integration and internal expert development, geared towards maximizing business efficiency through generative AI.

By utilizing the Agentforce support services, clients can harness the benefits of Agentforce to enhance employee productivity via Sales Cloud, Service Cloud, and Slack. The service stands out by not only facilitating technology adoption but also ensuring the secure utilization of AI in compliance with Japan's Personal Information Protection Law and various industry regulations.

The proprietary application developed by Riverness, “Party on Slack,” has been utilized by over 10,000 business users and has processed over one million AI tasks cumulatively. Leveraging this experience and insights, Riverness Knowledge aims to automate and optimize daily operations for companies, thus improving overall productivity and customer experience (CX), while driving digital transformation (DX).

Agentforce serves as a platform that generates a digital workforce by integrating reliable autonomous AI agents into business processes. It provides users with a comprehensive toolkit to create and customize AI agents, alongside a library of pre-built skills tailored to various use cases, including sales, service, marketing, commerce, MuleSoft, Tableau, and Slack.

Through the support services designed for Agentforce, clients can significantly enhance their operational efficiency using generative AI.

Primary Service Plans

Employee-Focused AI Agent Implementation Support Plan (Standard Duration: 3 to 6 months)

This plan assists organizations in deploying AI agents that support internal operations (e.g., internal FAQs, task navigation, daily report generation) to ensure employees can concentrate on more critical tasks. The service encompasses design, proof of concept (PoC), implementation, operational support, and transition to in-house management.

Target Operations: Internal FAQ handling, task navigation, automated daily reports/meeting minutes generation, knowledge search support.

Expected Benefits: 80% reduction in inquiry handling times, creation of 40 hours per person per month through automation of repetitive tasks.

Support Content: Current state analysis → Agent design → PoC execution → Live deployment → Operational support → Transition to in-house management.

External-Facing AI Agent Implementation Support Plan (Standard Duration: 4 to 8 months)

This plan focuses on assisting the implementation of external response AI agents integrated with Service Cloud. These AI agents will handle common inquiries automatically and escalate to human representatives as necessary, allowing businesses to scale response volumes without increasing staff while balancing customer satisfaction and operational efficiency.

Target Operations: Customer support automation, quote creation assistance, appointment booking, FAQ handling.

Expected Benefits: 30% increase in first contact resolution rates, tripling of handled cases, and realization of 24/7 support.

Support Content: Service Cloud integration design → Escalation rule development → Multilingual support → Quality monitoring system establishment.

Human Resource Development Support Plan Utilizing Agentforce (Standard Duration: 2 to 3 months)

Post-Agentforce implementation, this plan focuses on nurturing internal talent capable of conducting ongoing operations and expansions of AI agents. This is achieved by equipping personnel with knowledge of Salesforce and skills in AI utilization through training, resource provision, and practical workshops.

Target Trainees: Salesforce administrators, business reform leaders, and IT department representatives.

Skills Acquired: Operation of Agent Builder, prompt engineering, Data Cloud integration, optimization of operations.

Training Format: Hands-on training (1 session per week for 8 weeks) and workshops.

Comments from Leaders

Yoshida Jouji, President of Riverness Knowledge, remarked, “With Agentforce, we have made it possible to effectively and safely leverage generative AI within the Salesforce ecosystem. By delegating tasks typically performed by humans to AI, we can free up time for employees to engage in creativity and decision-making. Since 2022, we have been committed to utilizing generative AI, and we aim to support our clients in their business transformations and enhancing competitiveness based on our insights.”

Atsushi Urano, Executive Officer and Head of Alliance Business at Salesforce Japan, stated, “The Agentforce support service from Riverness Knowledge embodies our commitment to empower clients by guiding them towards solving their specific business challenges. Agentforce is continuously evolving, and I look forward to seeing the achievements of Riverness clients as they experience its full value.”

Additional Resources

• - Follow Salesforce on LinkedIn and X.
• - Learn more about Agentforce announcements from Salesforce.

Salesforce, Agentforce, and AgentExchange are trademarks of Salesforce, Inc.

Riverness Knowledge has been sharing extensive expertise in the optimal implementation and operational know-how of enterprise systems since the introduction of Salesforce in 2014. Our mission is to create organizations capable of strategically leveraging AI and IT, contributing to a dramatic improvement in operational efficiency, creation of innovative added value, and fostering an advanced organizational culture.

We pride ourselves on providing exceptional solutions within the Salesforce ecosystem while focusing on communication transformation based on Slack and promoting the practical application of cutting-edge generative AI technologies. The uniquely developed Slack application “Party on Slack” is an innovative tool allowing professionals to experience the possibilities of AI, currently utilized by more than 10,000 professionals.

Recently, Yoshida Jouji was selected as a Salesforce MVP for the 2025 fiscal year, and Riverness Knowledge was honored with the Salesforce Japan Partner Award 2025. Their Slack app “Party on Slack” surpassed 20 billion tokens consumed, accelerating the use of generative AI on Slack with new features.