Smarter Together: Where Agentforce Meets SearchUnify for a Unified Intelligent Support Experience

Salesforce Agentforce is helping enterprises usher in a new era of customer engagement, where AI agents built on trusted CRM data streamline workflows, accelerate response times, and elevate user experiences. As organizations continue to explore the possibilities of automation and intelligent service delivery, there’s growing interest in amplifying these capabilities with complementary technologies that enhance context, consistency, and cross-functional collaboration.

That’s where the SearchUnify Enterprise Agentic Platform comes in. Purpose-built to complement and extend Agentforce, the integration empowers AI agents with real-time access to unified knowledge, enterprise-grounded responses, and transparency through source attribution. The result is a more cohesive, aligned with enterprise goals, personalized by role, and ready for scale. Learn more about the SearchUnify Agentforce Integration.

Elevating Customer Experience  by Integrating Enterprise Knowledge into Agentforce

Modern customer expectations don’t just revolve around speed, it demands relevance, consistency, and trust. While Agentforce AI agents are adept at automating interactions and executing workflows using Salesforce native data, customer inquiries often extend beyond what’s stored within Salesforce. That’s where integrating enterprise knowledge becomes essential.

SearchUnify’s Enterprise Agentic Platform brings this missing layer of intelligence directly into Agentforce. By tapping into multiple knowledge repositories – spanning help centers, product documentation, internal wikis, and more, AI agents gain the context they need to generate informed, accurate responses in real time.

Through capabilities like SearchUnifyFRAG™ (Federated Retrieval Augmented Generation), responses are grounded in verified enterprise information. Source attribution ensures transparency and makes it easier for support agents or customers to validate the information. This leads to fewer escalations, higher first-contact resolution, and a more reliable self-service experience.

The result is a seamless blend of CRM precision and enterprise-wide knowledge depth – empowering Agentforce users to deliver smarter, faster, and more trustworthy support at scale.

How SearchUnify Enhances Salesforce Agentforce Capabilities

Unified Knowledge Access – No Migration Needed

Agentforce AI agents powered by SearchUnify gain instant access to enterprise knowledge spread across 60+ content sources via 100+ out-of-the-box connectors, including CRM systems, ticketing tools, knowledge bases, intranets, and more. This enables:

• Faster, more accurate responses rooted in up-to-date business knowledge: AI agents fetch real-time insights from 60+ content sources without delays or outdated info. Contextual relevance ensures precise answers tailored to each customer interaction.
• Immediate productivity gains with zero disruption: Prebuilt connectors integrate seamlessly with no data migration or process changes needed. Agents get instant access to unified knowledge within their existing Agentforce workspace. 

Context-Aware Generative AI with SearchUnifyFRAG™

Unlike generic Generative Artificial Intelligence that often overlooks business-specific nuances, SearchUnifyFRAG™ enriches Salesforce Agentforce AI agents with contextual awareness by grounding outputs in real-time enterprise knowledge and metadata. This results in:

• Responses that are role-aware, brand-aligned, and tailored to the task at hand
• Reduced hallucinations or inaccurate answers due to disconnected LLM hallucinations
• Greater operational confidence in AI-powered communications across support, sales, and service

Enterprise-Grade Governance for Secure, Compliant AI

The SearchUnify Governance Layer brings robust oversight to AI-driven support by enforcing role-based access, safeguarding data privacy, and ensuring content visibility rules are respected. It also provides:

• LLM usage monitoring to track AI performance and adoption
• Regulatory compliance support across geographies and industries
• Controlled access so the right users see the right content, at the right time

Actionable Analytics to Continuously Optimize AI Agents

SearchUnify’s advanced analytics layer tracks AI agent interactions within Agentforce to surface deep insights that drive continuous improvement. It helps:

• Identify content and knowledge gaps that impact response accuracy
• Monitor usage trends to assess agent adoption and performance
• Maximize ROI by guiding strategic updates to workflows, content, and training

Low-Code Tuning for Smarter, More Relevant Responses

SearchUnify enables administrators to fine-tune AI agent behavior directly within Agentforce, without retraining the underlying models. Leveraging user feedback, semantic analysis, and conversation patterns, this capability allows teams to:

• Quickly adapt responses to evolving business needs or user expectations
• Refine accuracy using semantic re-ranking and performance data
• Reduce dependency on technical teams with an intuitive, low-code interface for tuning

LLM-Agnostic Pipeline for Vendor-Neutral Flexibility

SearchUnify’s platform abstracts the LLM layer so you can swap or combine any model—OpenAI, Anthropic, Azure, or private, without rewriting your integration. It provides consistent prompting, controls, and metrics across engines:

• Swap Models Seamlessly – Move between GPT, Claude, Azure OpenAI, or your own LLM with our BYOL (bring your own LLM) capacities for integration, and with zero code changes.
• Unified Governance & Monitoring – Enforce the same security, compliance, and usage-tracking rules, and view token usage, latency, and cost – across every connected LLM.
• Future-Proof Extensibility – Plug in emerging or domain-specialized models on the fly to optimize performance, cost, and innovation – all within your existing pipeline.

Embedded Source Attribution

SearchUnify builds trust by showing exactly where each AI-generated response comes from – so agents and customers can verify information at a glance. Teams can:

• Boost Confidence – Display in-context citations (links, snippets, or document titles) alongside every answer.
• Streamline Validation –  Enable quick drill-downs to original knowledge-base articles or ticket records without leaving the conversation.
• Simplify Audits –  Maintain an automatic provenance log for compliance, quality reviews, and continual improvement.

Why It Matters: Business Impact Across Teams

The integration of SearchUnify’s Enterprise Agentic Platform with Salesforce Agentforce unlocks tangible, cross-functional benefits that ripple across the organization:

• Support Teams resolve tickets faster with autonomous AI agents that deliver precise, contextual responses drawn from enterprise-wide knowledge in real time.
• Sales Teams maintain messaging consistency and tap into relevant knowledge assets and insights without leaving their workflow, boosting productivity and confidence.
• Service Agents minimize context-switching thanks to intelligent recommendations and unified content delivery, enabling quicker resolutions and better customer interactions.
• Operations & Compliance Teams gain transparency into AI-generated responses through source attribution and usage monitoring – supporting governance, audit readiness, and enterprise trust.

Built for the Future of Agentic Support

Together, SearchUnify and Salesforce Agentforce are redefining what’s possible with AI agents in the enterprise:

• Scalable, enterprise-grade agentic experiences that support teams of all sizes with role-aware intelligence and governance
• Adaptive AI agents that evolve in real time, respond to contextual signals, and align with team-specific goals across functions
• A future-ready architecture for building multi-agent ecosystems that collaborate, learn continuously, and deliver unified customer experiences

This integration isn’t just about automating tasks, it’s about enabling intelligent, trustworthy, and context-rich interactions that scale with your business. As AI agents become more embedded in enterprise workflows, this partnership sets the stage for the next chapter of customer engagement, one where teams are empowered, customers feel understood, and AI works in lockstep with human goals.