In the age of agents, the businesses that can quickly define where to build and deploy agents in their processes are going to win. Traditional stakeholder-driven process mapping leads to poor design outcomes based on incomplete information and will be too slow to keep pace with the demand for new agents. In order to have the competitive advantage, organizations must adopt a data-driven approach of process mining so they can quickly identify agent opportunities. Historically, process mining has been a slow and data-prep intensive exercise which requires special expertise. Hubbl Technologies levels the playing field with the first zero data-prep process mining application built on the Salesforce platform paired with an AI-driven diagnostics tool for Salesforce org optimization.
We help organizations accelerate their adoption of Agentforce by giving businesses tactical visibility into their org, faster and better than any other solution out there.
1. Use data-driven business process workshops for better design outcomes.
Imagine walking into a business process workshop already knowing where the organization’s bottlenecks were located. This type of insight can help focus conversations on the key aspects of a process that need to be accelerated, which makes the business analyst more efficient, saves stakeholder time, and leads to better design outcomes.
The traditional process of discovery in business processes is slow and prone to error due to lack of information. Usually, a discovery team organizes the key stakeholders into a meeting to walk through the current state process with them, generates a process map, validates it with the stakeholders, completes a future state process mapping, designs a new process and related automation, and then builds.
Oftentimes, this process can lead to builds that are designed on incomplete information because the right stakeholders weren’t present, the stakeholders that were present didn’t have the full picture, or there were unknowns in automation which caused deviations.
A data-driven discovery leads to better design outcomes because insights are derived from what is actually happening in the current-state business process, leaving nothing overlooked. The fastest way to do this for processes in Salesforce is to use Hubbl Process Analytics, an AppExchange app which is purpose-built for Agentforce, automatically identifying bottlenecks and visualizing ROI.
For example, if you want to leverage the new Service Agent to optimize a Case process in Service Cloud, you can install the app and—in less than 15 minutes—visualize how all the Cases in an org have progressed through their statuses from open to close for the entire org using pre-built process definitions.
Once you have a visualization of the actual Case process, including clear indication of the bottlenecks, it is much easier to communicate with stakeholders where deeper insights are required. Then, you can use filters to narrow in on specific use cases (e.g. a gift card case type in Retail) to improve the design process.
Overall, this approach accelerates the discovery and ultimately leads to better design outcomes for customer support processes, or any process built on standard or custom objects. Even better, it reduces rework caused by the build of automation based on incomplete information.
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2. Use AI to overcome technical debt that slows Agentforce roll-out.
Agents are often deployed into a Salesforce environment with existing customizations. It is important to understand the current state of metadata related to the Agent, e.g. objects, fields, apex code, and declarative automation. Why? Because missing metadata descriptions reduce efficacy of the agent, and old declarative automations like workflow rules and process builders must be migrated to flow before they are accessible in Agent Actions. Since the average org has over 27,000 pieces of metadata, it can be very time-consuming to document and evaluate existing automations. Rapidly analyzing existing customizations and identifying missing metadata descriptions can speed up the deployment of your agent and improve efficacy.
You can accelerate the interrogation of an existing org using the AI-driven Hubbl Diagnostics platform. Following our Case example, you can use the Object Automation dashboard to evaluate existing automations built on the case object in a single view. Using its integrations with AI assistants like Swantide, you can automatically generate any missing metadata descriptions in minutes.
Hubbl Diagnostics also creates a game plan for you to address any technical debt that may impede your Agentforce roll-out. All metadata in the org is passed through scoring thresholds that identify issues which are classified by severity and the level of effort it’ll take to address them.
3. Visualize agent ROI automatically
Once you have rolled-out your new agent, executives will be asking for ROI statements. Thankfully, Hubbl’s Agentforce analytics platform automates that for you. Using the same type of visualizations you used to perform your discovery, you can create before/after visualizations which immediately show the impact of the new agent.
For example, in our gift card process, before the agent was deployed, it took two weeks for one of the steps in the process. By tracking agent performance after launch using field history tracking and generating a view of the process after launch, you’ll be able to clearly see that it only takes 4 days for that step since the agent was deployed.
Sharing visualizations of the before/after impact of agents to executives helps communicate agent ROI immediately. Clear ROI accelerates demand for future custom agents. Repeating the Hubbl agentic process innovation cycle, the new bottlenecks to be solved by the agents can be uncovered using our first tip again.
Agentforce Accelerated.
Hubbl Technologies enables everyone to succeed with Process Analytics, the first zero data-prep process mining application built on the Salesforce platform, and Diagnostics, an AI-driven platform for Salesforce org optimization. Following these three tips will accelerate your Agentforce implementations or any implementation that involves updating a process in Salesforce.
