Salesforce Agentforce Testing Checklist

Export recent Service Cloud cases for the queue Agentforce will touch first. Group them by customer intent, not by broad case reason alone.

Attach the Salesforce Knowledge article, flow, macro, entitlement rule, or approved answer that should constrain each intent.

Agentforce can move beyond static answers. Any action or flow needs its own readiness check: required context, permission, failure state, fallback, and handoff.

An answer may be safe while the action remains unsafe if account context, plan eligibility, identity, or entitlement is unresolved.

Agentforce answers depend on Salesforce Knowledge articles that may be stale, contradictory, or missing an owner. Review the last updated date, author, and approval status for each article mapped to a launch intent.

If the source is unclear or unmaintained, the intent should stay restricted or blocked until the knowledge owner confirms it.

Salesforce often sits close to customer records, contracts, claims, entitlements, and regulated workflows. Do not clear broad automation until account-specific judgement has explicit human routing.

The launch map should separate approved FAQ intents from restricted, blocked, and human-only work.

A launch checklist is not complete without clear escalation rules and retest conditions. Write when the agent must hand off, what signals require a retest, and who owns the source update.

Retest after any knowledge update, flow change, entitlement rule edit, or policy revision that touches an approved intent.