How Salesforce Agentforce Automates Order Status & Tracking
Where’s my order?
It is a simple question, but one that takes your team time, coordination, and energy to answer across many channels such as email, chat, SMS, WhatsApp, and more. It is just one of the many repetitive service requests that customer service teams field daily.
This blog explores how Salesforce Agentforce can automate the most common service queries, starting with order status and tracking. We will compare the manual vs. automated experience, break down the myth that implementation takes months, and share how businesses can get started quickly.
What Customer Service Teams Are Dealing With Every Day
While “Where’s my order?” is high on the list, service teams are fielding a wide range of repetitive questions daily.
Most common service requests from customers:
- “Has my order shipped?”
- “What is the ETA?”
- “Can I get my tracking link?”
- “My Tracking shows delivered but it hasn’t arrived.”
- “Is this a partial deliver?”
- “When is my backorder due?”
- “Can I change the delivery address?”
- “What is the current pricing or availability of?”
- “Can I get a copy of my invoice?”
- “I want to return an item, what is the process?”
Without an Agent:
Manual Workflow, Repeated Daily
Let’s say a customer reaches out with a request for their order status via chat, SMS, WhatsApp or email. Here is what happens:
- Customer Service Team receives the message
- Employee checks internal systems such as Salesforce, ERP, transport provider or warehouse management system.
- Searches for the order, often needing to cross-reference systems
- Compost a response manually, including tracking and ETA
- Sends a reply and closes the request or follows up if more info is needed
Estimated time per request: 5-10 minutes
Manual touch points: Multiple systems, multiple staff
Cost to the business: High volume of low-value effort
With Agentforce:
Real Time, Automated Conversations
Let’s see how a service Agentforce Agent can handle the same request:
- Customer sends a message through chat, SMS, WhatsApp or email
- Agentforce authenticates the customer order details
- Pulls live order info from Salesforce and other integrated systems
- Delivers an instant, contextual response such as “Your order was dispatched yesterday and is scheduled for delivery on Tuesday. Here’s your tracking link.”
Time per request: <30 seconds
Handled via: Chat, WhatsApp, SMS, email or embedded portal
Manual effort required: Zero
It is always on, consistent and scalable, able to handle thousands of requests without staff intervention.
It’s Easier to Get Started Than You Might Think
Many businesses assume rolling out a conversational AI agent will take months, cost a fortune, or require a team of data scientists. Not true.
If your business already uses Salesforce and has order data in place, you can get started with Agentforce in weeks, not months. Here’s how:
Simple Steps to Launch an AI Agent:
- Choose your starting use case – order tracking is an ideal first step
- Map where your data lives i.e. Salesforce, ERP, transport management system etc.
- Use Salesforce tools such as Flow, Bot Builder, and Einstein for natural language
- Connect the systems using native tools or integration platforms like MuleSoft
- Test and refine, and then go live on one or multiple channels
Start small, see impact quickly and then expand to additional use cases such as returns, FAQs, account info, etc.
The Benefits: What you will gain with Agentforce
When you automate order status and tracking and other repetitive service tasks, here is what you get:
Business outcomes:
- Faster response times = better customer experience
- Fewer repetitive tasks = less burnout for staff
- Always-on service = no wait times or time zones
- Data-driven insights = track common queries and optimise processes
- Scalable support = handle peak periods without adding headcount
- More strategic focus = repurpose your team for other revenue-generating and strategic value-adding activities
No more staff spending hours answering the same questions. Instead, your team can work on solving complex cases, improving operations, or driving proactive account support.
Why work with Fullcrm?
At Fullcrm, we have helped business across Australia streamline their operations and elevate customer service through Salesforce solutions tailored to their industry.
With years of experience designing scalable, customer-first workflows in Salesforce, we can:
- Help map your most common service requests
- Configure AI-powered agents to respond instantly across your channels
- Integrate data from ERP, logistics or warehouse systems
- Roll out solutions in weeks, not months
- Ensure it is aligned to your existing service process and brand tone
We are not just CRM experts, we understand your processes and people and design solutions that work in the real world.
If you are still answering ‘Where is my order?” manually, it is time to reconsider.
Agentforce is built to handle high-volume, low complexity requests and with the right guidance, you can get started quickly and see results fast.
Fill in your details below, if you are curious to see how this cloud look for your business.
