Why It’s Time to Move Off Agentforce (Default): The Shift to Employee Agents

Rajiv Krishnan
Aug 1
2 min read

The Problem

Since internal-facing AI copilots first hit Salesforce, Agentforce (Default) became the catch-all employee assistant. But its “one-size-fits-all” design has reached its limits:

Only one agent per org
No granular access controls
No support for Slack
And no roadmap for new features

Leaders were frustrated by static performance and confusing, overlapping topics, while IT teams burned hours on manual prompt management and workarounds just to keep things running.

The Business Context

A global SaaS company handling 25,000+ employee inquiries a month saw the pain firsthand. One default agent was managing IT helpdesk requests, HR policy questions, and deal desk escalations, all in a single flow.

Response accuracy dropped.
Deflection rates stalled.
With Agentforce (Default) marked end-of-sale (June 17, 2025), the CIO couldn’t justify sinking more time or money into it.

They needed a future-proof, scalable solution without interrupting employee support.

The Truffle Solution

We helped the company migrate to Agentforce Employee Agents (AEA), Salesforce’s blueprint for purpose-driven, scalable AI. Instead of one overloaded bot, we deployed three specialized AEAs (IT, HR, and Deal Support) using Salesforce’s guided Agent Creator templates.

Why AEAs delivered immediate impact:

Clear focus: Each agent served a single department, avoiding topic overlap.
Scalable design: Multiple agents per org meant teams could self-manage.
Governance-ready: Enhanced access controls kept sensitive workflows secure.
Native Slack integration: Brought AI into the tools employees already used.
Truffle recreated custom prompts, logic, and workflows so the switch felt seamless.

In just 2 weeks, all 3 AEAs were live, tested, and tuned for scale.

The Results

38% faster ticket resolution across IT and HR.

25% higher self-service deflection, driven by focused, context-aware responses.

50% less admin overhead for maintaining prompts and user access.

CIO Insight: “We didn’t just replace a bot. We gave every department its own AI muscle, without the complexity.”

Why It Matters

For CIOs and Ops leaders, the message is clear: Agentforce (Default) is now legacy.

No new Default agents after June 17, 2025
No future features or optimizations
Rising overhead as teams try to stretch a single bot across every need

Migrating to Agentforce Employee Agents does more than swap systems. It speeds up service. It sharpens governance. And it brings AI that scales across every department.

At Truffle, we say: “You don’t need more tools. You need smarter, purpose-built agents. AEAs are how you get there.”