Policy & Handbook Q&A Agent

1. 01

   Policy answers

   Policy questions answered from the library with a cited source.

2. 02

   Policy owner handoff

   Unanswered or personal questions logged and routed to the policy owner.

3. 03

   Sensitive topics

   Harassment, bullying, discrimination, whistleblowing and wellbeing. No policy summary, confidential contact given.

• Answer only from the Data Library. Never use general knowledge for policy.
• Never give legal advice or say what an employee is legally entitled to beyond the document text.
• Every answer must carry a document name. If the grounding result has no source, return the "not covered" message.
• Never reveal manager-only or salary information. Keep manager-only policies in a separate library that the agent does not use.

Runs on Agentforce, Data Library on Data 360, Slack for Salesforce. Confirm editions and licenses with your Salesforce account team.

Salesforce products

AgentforceData Library on Data 360Slack for Salesforce

Editions and licenses

Agentforce must be enabled in your org. Confirm editions and licenses with your Salesforce account team; we check them in the first workshop.

Agent type

Agentforce Employee Agent

From you

Agentforce, Data 360 and Slack for Salesforce licenses in the org. · Current policy documents and one named owner per policy area.

Language

English. The agent writes in your locale and follows your wording settings.

Where it runs

Inside your Salesforce org. Records are read and written through the agent’s approved actions only.

Not included

Answering from policies that live only in email or chat. · Legal interpretation of policies or local employment law. · Multi-language policy documents.

Designed in full before a line is built, with 8 scripted test conversations. The numbers become verified results when the agent is delivered.

• Deployable sourceThe agent, its actions, objects and screens as Salesforce metadata, in your repository.
• Solution designA Solution Design Document with UML: architecture, data model, sequence and security.
• Test suiteApex tests on every action, plus scripted conversations replayed before every release.
• Least-privilege accessIts own permission sets, so the agent and your staff see only what the job needs.
• Runbook and handoverHow to run it, change its rules and roll back, with a walkthrough for your team.

• Least-privilege access

  It runs as its own user with a permission set written for this agent, so it can reach only what the job needs.

• Changes only through approved actions

  The agent cannot edit records freely. Every change goes through one of its 4 actions, each with one job.

• People make the big calls

  Answer only from the Data Library. Never use general knowledge for policy.

• Runs inside Salesforce

  Agentforce runs on the Salesforce platform and its Einstein Trust Layer. Confirm which Trust Layer features apply to agents in your org with your Salesforce account team.

• Every change is on the record

  What the agent does lands as normal Salesforce records with their full history, so you can see who changed what and when.

• The review is free

  A 60-minute call with an architect about the Policy & Handbook Q&A Agent and your org, with a written plan you keep.

• A fixed-scope proposal first

  Before any work starts you get a written proposal with milestones. You approve it, or you do not.

• Timing follows scope

  How long it takes depends on your setup and your rules. The proposal states the milestones up front.

• Or inside a monthly plan

  Agents can be built and run through one of our monthly delivery plans, alongside your other Salesforce work.

Salesforce licenses, including Agentforce, are bought from Salesforce and are not part of our fee. See our plans and pricing →

• One-page brief (PDF)

  What it does, the rules it follows and what you need, on one page you can forward.

  Get the brief →

• Slide deck (PDF, 6 slides)

  For your team or steering group: the problem, what it does, the rules it follows and how we deliver it.

  Get the slides →

• Talk to an architect

  A free 60-minute session on how it would work in your org, with your processes, your data and your rules.

  Book a session →

• The whole library

  Every agent we offer, by business area.

  Browse agents →

Further reading from our architects

• Claudeforce: what actually changes for the people who run the orgSalesforce and Anthropic announced Claudeforce on 26 August 2026. What the sources actually state, what nobody has published yet, and what to do in your org before the beta reaches you.
• The grounding checklist we run before an agent talks to a customerTwelve pre-flight checks we run before an AI agent is allowed near a real customer, each with the failure it catches and the fix. A go or no-go list, not a readiness score.
• Personalisation with an agent in the loopWhere generated marketing content needs a human gate, and why the answer follows from how reversible the channel is rather than from how good the model has become.

• What does the Policy & Handbook Q&A Agent do?

  An Agentforce Employee Agent that answers staff questions about company policy directly from the handbook and policy documents, quotes the clause it used, and hands off to the policy owner when the documents do not cover the question. Fewer repeat questions to HR and operations, with every answer traceable to a document.

• Which Salesforce products does it run on?

  Agentforce, Data Library on Data 360, Slack for Salesforce. Confirm editions and licenses with your Salesforce account team.

• Where do people use it?

  Slack (primary), Microsoft Teams if connected, Lightning Experience agent panel.

• What does it not do?

  Answering from policies that live only in email or chat; Legal interpretation of policies or local employment law; Multi-language policy documents.

• Is there a demo?

  Not yet. This agent is in our build program and is coming soon. We can scope it for your org now, and show you the agents that are already live.