Salesforce officially launched Agentforce in 2024, and a growing number of organizations are exploring Agentforce as an AI tool to save time on repeated tasks. In this blog, we share our experiences and insights from our first Agentforce Implementation with Justice Rapid Response (JRR), an international organization dedicated to advancing justice and accountability for victims of serious human rights violations and international crimes.
Since 2016, we have partnered with JRR to implement and support their Salesforce CRM, which manages a pool of over 750 justice and human rights experts who can be rapidly deployed on evidence-gathering missions. The Agentforce project aimed to improve efficiency in deployment summaries and expert selection for deployment, and provide faster insights through report generation for funders.
JRR staff previously dedicated significant time to manually creating summaries of legal experts’ skill sets. Synthesizing information from various sources within their Salesforce database consumed approximately 30 minutes per summary.
To optimize workflows, we worked with JRR to configure an Agentforce Proof of Concept to expedite queries and reallocate administrative resources to core program initiatives. The solution addressed two primary use cases:
- Generate summaries of expert skill sets
- Generate deployment summaries, view impact and outcome across different criteria, such as country and legal context
“I greatly appreciate the effort of the Vera team in finding creative ways to overcome the challenges that came up throughout the project. There were points at which I was concerned that we would not be able to get a workable solution for the use cases, and I was delighted to see the prototype versions that were initially produced. I was then very happy with the way that feedback was received and implemented, resulting in two successful use cases, even if some of the [prompt] phrasing has to be very precise to get the desired result”.
– Chris West, Roster Manager of JRR
The implementation
We started with a project kickoff to define JRR’s priorities, which included drafting expert skill sets, improving expert search, and creating Monitoring and Evaluation (M&E) summaries.
The solutions team and JRR collaborated closely to gather feedback and refine the use cases. JRR’s input was continuously integrated into the development process through regular demos, and the team collaboratively adjusted the project’s scope based on evolving priorities and complexity.
Following use case finalization, the project was handed over for User Acceptance Testing and ultimately deployed to production. Vera’s Managed Services team then took over support of the new functionality.
JRR’s Agentforce Solution
Agentforce now addresses the two primary objectives for JRR:
- Expert Summary Generation: Previously, JRR staff manually compiled expert data from various Salesforce custom objects. A new “Generate Expert Summary” Topic was introduced within Agentforce, which uses a custom agent Action to retrieve and synthesize relevant expert profile data. This data is then transformed into a narrative summary, adhering to specific instructions on structure, tone, and the exclusion of sensitive information. As a result, JRR staff can now generate a standardized, expert summary in seconds.
- Impact Reporting: A new “Generate Deployment M&E Summary” Topic was created, which prompts users for criteria like country, funding number, and date range. Based on the user’s input, a specific agent Action retrieves relevant Deployment records and consolidates the highlights into a well-structured narrative. This automation allows for the on-demand generation of comprehensive M&E summary reports.
What factors contributed to the project’s success?
The project’s success was largely due to the robust partnership between JRR and Vera Solutions, which enabled a highly adaptable and agile configuration process. This collaborative relationship allowed the team to iteratively refine agent prompt builds during User Acceptance Testing (UAT). JRR’s strong commitment to leveraging Agentforce for process automation was a critical driver that energized the entire delivery team.
How was the overall experience for your first Agentforce implementation?
We asked the Vera team to share their experiences. Here’s what they had to say:
“Our recent project with JRR was a great opportunity to explore an innovative Salesforce solution under tight timelines. The process was highly collaborative, with strong coordination between the client, our team, and Salesforce. We adapted quickly to new technology, navigated feature limitations, and still delivered a solution that met the client’s needs. A key takeaway was the importance of setting clear expectations early, especially around timelines and licensing, to ensure smooth delivery. The experience reinforced the value of flexibility, proactive communication, and allowing time for discovery when working with emerging tools.”
– Jovana Mandic, Vera Solutions Project Manager
“The identified use cases for JRR were an excellent fit for Agentforce’s capabilities at the time, furthering the positive partnership with Chris and the JRR team. We were able to quickly define high-impact use cases and move swiftly into solution design. Despite facing some technical challenges, the strong support from both JRR and Salesforce led to a solution that was truly helpful for users, easily scalable, and ready for future improvements. Given that we were working with new technology, we gained valuable insights into managing licensing, setting realistic roadmap expectations, and the importance of over-communicating. This was crucial for ensuring the client was fully aware of the technology’s limitations and how we could work within them.”
– Rakesh Baravathaya Badaje, Solutions Architect
Navigating Agentforce for Nonprofits: Strategic Considerations
Agentforce presents transformative opportunities for nonprofits with the ability to build time-saving agents directly into existing Salesforce solutions. From automating the creation of program, project, and impact summaries to predicting donor giving trends and identifying service gaps through advanced data analysis, Agentforce can enable organizations to make smarter, faster, and more informed decisions.
That said, unlocking the full potential of Agentforce requires more than just technical integration—it demands a strategic approach. While we customize solutions to meet each organization’s unique context, factors such as overarching goals, existing processes, system readiness, data quality, licensing, and budget limitations may influence how use cases are defined, prioritized, and implemented.
As AI tools like Agentforce become more central to nonprofit operations, it’s critical to move forward with intention. The adoption of AI in the social sector raises important questions around ethics, equity, and accountability. To help guide organizations through this complex landscape, we’ve developed the 9 Principles of Responsible AI for Nonprofits. This guide outlines nine core principles that are essential for nonprofits to consider as they explore and implement AI-driven solutions. These principles are designed to ensure that AI is used not just effectively, but responsibly—amplifying impact without compromising the trust or well-being of the communities served.
What’s next?
Our experts can help you define a clear strategy, identify high-value use cases, and navigate common challenges like data quality, governance, and implementation.
Why Choose Vera Solutions?
With over 15 years of experience working with nonprofits, Vera Solutions has been a leader in developing fundraising, portfolio, and program management, impact measurement, and grant management solutions on the Salesforce Platform.
Currently, over $12.5 billion of programs, grants, and projects advancing the UN Sustainable Development Goals are managed using Vera’s flagship product, Amp Impact. Our team has extensive knowledge of the nonprofit sector and deep experience in delivering the right solutions for a wide range of clients.
We also offer:
- A large pool of highly skilled and experienced Salesforce Consultants, with over 470 active Salesforce certifications and counting
- Experience successfully delivering over 1650 projects in the social sector
- More than 430 customers working in 150+ countries
- A dedicated, multilingual team located across five continents
As a Summit-Tier Salesforce Consulting Partner, we’ve been dedicated to the Salesforce nonprofit ecosystem for over 15 years. With the growth of Amp Impact, Vera Solutions has been recognized twice as Salesforce.org Product Partner of the Year (2019, 2022) and received a Partner Innovation Award (2021). As such, we are constantly evaluating the Salesforce platform’s latest features and enhancements and how they can be leveraged to support our clients’ missions.
