CounterForce – AI-Powered Parts Counter Assistant

CounterForce streamlines parts lookup, inventory checks, and upselling with AI-driven automation—boosting efficiency for counter reps while enhancing customer experience and engagement.

Comment

Inspiration

Every parts counter rep knows the pain: juggling phone calls, looking up part numbers, checking stock, handling invoices, and still trying to give great service in person. It’s chaotic, and most of it is repetitive work. We wanted to see how Salesforce’s Agentforce platform could bring real AI-powered support to this environment — not to replace the rep, but to free them up to do what people do best: serve customers.

What It Does

CounterForce is an AI-powered virtual assistant deployed on an Experience Cloud site that helps customers:

  • 🔍 Look up their recent orders (secure, account-verified)
  • 📄 View order details using an order number
  • 📧 Receive an invoice via email for pre-payment or review
  • 🔎 Search for parts by name and model number, and view real-time price + stock

To support counter reps as well, we enhanced the dedicated employee-facing Agentforce bot with internal actions that streamline their in-store workflow. These include:

  • 🔍 Secure part search with technician PIN authentication
  • 📤 Escalating upsell opportunities to managers with account and equipment context
  • 🛒 Creating Epos orders directly from part requests

This dual-bot architecture allows both customers and employees to benefit from AI-powered assistance without stepping on each other’s workflows.

How We Built It

  • Agentforce Bots: One for customers (public Experience Cloud), one for employees (internal use), each with tailored action sets
  • Flows: Autolaunched flows for all actions — secure, scoped, and modular for reuse
  • Apex Classes: Used to parse multi-part inputs, enforce stock logic, and dynamically query product/price data
  • Experience Cloud Site: A public-facing portal where the customer bot is embedded and demo testers can explore features
  • Omni-Channel Routing: Configured to hand off messaging sessions to live agents where needed (for employees only)
  • Eposly-A Salesforce ISV: Epolsy allows a seamless checkout experience for customers and employees. Use of Eposly was done with permission.

All flows were designed to be flexible, extensible, and ready for production hardening.

Challenges We Ran Into

  • 😵‍💫 Flow governor limits when looping through products and pricing logic
  • 🕵️‍♂️ Messaging sessions silently failing due to guest user permissions and email send context
  • 🔒 Enforcing account-based security in Flow to prevent customers from viewing unauthorized orders
  • 🔌 Debugging Experience Cloud CORS errors that blocked Messaging API initialization
  • 🤖 Making Copilot routing work with MessagingSession objects and Omni-Channel logic

Accomplishments That We're Proud Of

  • ✅ Successfully deployed a bot that customers can use end-to-end — no login required
  • ✅ Built flows that are production-grade in structure, secure by design, and highly reusable
  • ✅ Delivered both a customer and employee experience, using Agentforce as the shared backbone
  • ✅ Implemented scoped access to customer data to prevent information leaks
  • ✅ Created a test-friendly Experience Cloud site with realistic demo data

What We Learned

  • Agentforce bots + Flow can power real-world business use cases without overengineering
  • Apex + Flow can work beautifully together — when properly scoped and bulkified
  • Secure guest user access in Experience Cloud requires precision (and patience)
  • Structured bot prompts with clear input/output handling are key to a successful UX
  • The best flows start simple — and grow as patterns emerge

What's Next for CounterForce – AI-Powered Parts Counter Assistant

  • 🚀 Add inventory reservation and quote-to-order capability
  • 🧾 Expand invoice functionality with payment link tracking and confirmations
  • 👨‍💻 Continue building out the employee agent to handle real-time parts requests and order building from internal systems
  • 🧠 Enhance search with semantic matching (e.g., "blade for X300 mower")
  • 🔒 Move toward login-enabled self-service for B2B customers and preferred accounts

CounterForce is designed to bring speed, clarity, and automation to one of the busiest desks in any dealership — the parts counter. And we’re just getting started.

Getting Started

-Go to the Home Page on Salesforce for project information and guidelines.

Built With

Share this project:

Updates