How to govern Salesforce Einstein / Agentforce
How to govern Salesforce Einstein and Agentforce: AI that drafts, scores and increasingly acts on customer records inside your CRM.
Salesforce · Reviewed when the vendor ships a capability change or a customer declares the tool
How Salesforce Einstein / Agentforce is used
We see six common ways businesses use Salesforce Einstein / Agentforce, and we govern each one on its own terms. If your team uses it differently, that is fine: you describe the use in your own words and Certrak works out the governance from what it actually does.
General productivity assistance
Consequence to people: LowDrafting, summarising, brainstorming, internal Q&A - day-to-day help with internal work
Customer communications drafting
Consequence to people: MediumDrafting customer emails, support replies, or other outbound communications - reviewed before sending
Sales lead scoring and prioritisation
Consequence to people: MediumRanking leads, suggesting next actions, prioritising sales effort
Customer segmentation and personalisation
Consequence to people: MediumGrouping customers for targeted treatment, personalisation, or recommendations
Customer-facing chatbot or automated support
Consequence to people: HighInteracting with customers directly, without a person reviewing each response
Autonomous task agent
Consequence to people: HighGeneral-purpose AI agent that takes actions across your tools and systems - email, calendar, messaging, files
Governing Salesforce Einstein / Agentforce in practice
- Name one person who owns Salesforce Einstein / Agentforce in your business. Governance starts with a name.
- Write down what Salesforce Einstein / Agentforce is used for. Certrak recognises 6 common uses: General productivity assistance, Customer communications drafting, Sales lead scoring and prioritisation, Customer segmentation and personalisation, Customer-facing chatbot or automated support and Autonomous task agent. Yours may differ; write down yours.
- Decide what Salesforce Einstein / Agentforce may and may not be given. Personal information is in scope for some uses; write the boundary down before it is needed.
- There is no human review of outputs. Decide whether that is acceptable for each use, and what would make you change it.
- Salesforce Einstein / Agentforce can send messages outside the business and create, change, or delete records in another system without a person approving. Record which of these you allow, and who can change that.
- Look at this again every month, and sooner on any of these: industry incidents, vendor model updates, autonomy level changes and data classification changes.