At 10K, our community of top-tier Salesforce experts is at the heart of everything we do. To keep them supported, engaged, and productive, we’ve introduced an Agentforce-powered Service Agent into our Experience Cloud work management platform, 10K Connect. From onboarding to billing, this intelligent assistant helps experts get the answers they need – fast – while freeing up our internal team to focus on more strategic work.
The Challenge: Scaling Support Without Sacrificing Quality
With hundreds of experts actively engaged in our community and more joining every month, our team faced a familiar challenge: how do you deliver high-touch support at scale?
New experts often have questions about how to get staffed on projects, what to expect during delivery, or how and when they’ll be paid. Tenured experts may need quick clarification on delivery standards, time logging protocols, or where to find training resources. Supporting these interactions manually via email or Slack is not only time-consuming, it also creates friction in the expert experience.
We needed a way to deliver fast, consistent, and helpful support 24/7 without burdening our internal teams.
The Solution: Meet the Expert Community Support Agent
Enter the Expert Community Support Agent – a Service Agent built on Agentforce and deployed directly into 10K Connect, our Experience Cloud-powered work management platform.
This AI-powered assistant leverages our curated knowledge base to answer a wide range of community member questions, from onboarding and training to delivery standards and billing. Whether an expert is just getting started or deep in a client project, the agent is ready to help with clear, actionable answers right when they’re needed.
See the use case in action:
How It Works: A Day in the Life of a 10K Expert
Let’s walk through a few common scenarios:
- Getting Started: A new expert logs into 10K Connect and asks, “How do I get staffed on a project?” The agent responds with guidance on completing their expert profile – what details matter most and how that data feeds into our matching process.
- Getting Clarity: Once staffed, an expert might ask, “What’s expected of me in a Consultant role?” The agent pulls relevant articles that explain our role standards and responsibilities, giving the expert clarity and confidence from day one.
- Getting Paid: During delivery, an expert might ask, “How do I log time?” or “When do I get paid?” The agent provides up-to-date guidance on logging hours and how our billing cycles work.
Each answer is grounded in the “10K Way” of working, delivered instantly, and tailored to where the expert is in their journey.
The Impact: Happier Experts, Smarter Operations
This is more than just a POC; it’s a live use case driving real benefits. We have seen a meaningful reduction in internal support requests while enhancing the overall expert experience. Experts are more empowered to self-serve, which means they get the information they need faster, and our team has more time to focus on building relationships, improving our processes, and driving customer value.
Even better? This use case isn’t limited to the consulting world. Any organization that supports a distributed workforce, partner ecosystem, or community can apply this model to scale support while maintaining a personal touch.
Ready to Unlock Your AI Advantage?
Are you contemplating AI use cases that can improve outcomes for your business? 10K has you covered with our Agentforce Activator program. As an early member of the Agentforce Partner Network, we have the expertise and a trusted framework to guide you through the process. The Activator program offers service options to meet you where you are in your journey. Consider us your expert guide to AI success!
