Checkmarx Revolutionizes Customer Service with Salesforce Agentforce 360
AI agents streamlining customer service for enhanced efficiency.
Salesforce has announced that Checkmarx, a global leader in agentic AI-powered application security, is transforming its customer service operations using Agentforce 360. Now in its second phase of deployment, Checkmarx has achieved significant operational improvements, boosting customer satisfaction and team efficiency through a structured three-phased approach.[1]
Phase 1: Pilot Customer Service Use Cases
The initial phase focused on foundational capabilities to support engineers and reduce time to resolution (TTR) for routine cases. Key features included:
- Automated case summarization for quicker context gathering
- Intelligent matching of similar cases to reuse past resolutions
- Sentiment analysis to prioritize escalations proactively[1]
Support teams leveraging AI for faster resolutions.
Phase 2: Advanced Knowledge Management and Deflection
Currently underway, this phase emphasizes knowledge creation from support data and an internal agent that unifies insights from diverse sources, including non-Salesforce systems. This enhances deflection rates and cuts TTR for complex cases.[1]
Phase 3: Empowering Customer Self-Service
The final phase will introduce robust self-service options, further scaling efficiency.[1]
Technical Integration for Precision and Security
Checkmarx ensures accurate responses via the full Agentforce 360 portfolio, incorporating custom prompt engineering, Salesforce Flow for data organization, and Apex for processing logic. Data 360 unifies information, while a security-first mindset includes data masking and no-data retention to uphold cybersecurity standards.[1]
Secure, unified data powering trusted AI agents.
Broader Impact of Agentforce 360
Agentforce 360 extends beyond Checkmarx, enabling builders to embed full capabilities into agentic applications. It supports industries with unified data via Data 360, trusted AI through the Einstein Trust Layer, and seamless human-AI handoffs.[5][6] Similar successes appear in retail with Williams-Sonoma deploying it for personalized support[4] and IT services for proactive incident management.[2]
Checkmarx's deployment showcases how Agentforce 360 drives measurable gains like 41% faster case closures, setting a benchmark for AI-enhanced customer service in security-focused enterprises.[1][8]
The future of agentic AI in enterprise support.