I’m a Salesforce admin. On a personal level I like it because it’s kind of a mess and I can spend time on random crap. That’s not to say that I think it’s GOOD.

Last week I had some issue and decided to give Agentforce a chance before opening a case. It rephrased a standard help page I had already read. I rephrased my question with more detail. It rephrased the same help page again. I opened a case.

Turns out what I was seeing was a known issue. Support gave me a link to the page and a fix was already pending. So the bot that they are using for case deflection doesn’t appear to search known issues at all. If you’re trying to get everyone to buy into a product, your implementation of it should be strikingly good at what it’s supposed to do.