By Michael Gibson & Heather Collins, Senior Salesforce Consultants
Artificial intelligence and machine learning (AI/ML) are transforming how institutions interact with students—but implementing these technologies effectively starts with selecting the right use case.
In a recent SIG Connect webinar, the team walked through how SIG’s Agentforce framework helps colleges and universities align AI innovation with practical outcomes.
Whether you’re trying to improve service, reduce repetitive workloads, or expand 24/7 support, identifying the right problem to solve is the foundation for AI success.
Start With the Why: What Problem Are You Solving?
One of the most common mistakes institutions make is chasing AI because it’s new—not because it solves a clearly defined problem. The Agentforce approach begins with identifying a use case that is:
- Persistent: The issue arises frequently (e.g., password resets, registration questions)
- Impactful: Solving it would benefit a broad population or remove a known bottleneck
- Automatable: The task can be completed with available data and doesn’t require complex decision-making
This framework keeps projects rooted in reality, helping teams avoid overly ambitious or vague pilots.
Michael & Heather hosted a recent webinar that further expands on the topic of Agenforce and how it can help make institutions more efficient. click on the image below to be redirected to the recording.
High-Value Use Cases Institutions Are Exploring
From SIG’s work with early adopters, several high-value, low-barrier use cases are emerging:
- AI Chat for Admissions FAQs: Automating routine inquiries about deadlines, forms, and requirements
- Registration Support: Helping students identify holds, find course options, and understand prerequisites
- Password Reset Agents: Reducing IT ticket volume by handling routine identity support
In each case, the goal isn’t to replace human staff—but to augment them, freeing up time for more meaningful interactions.
Define Success Before You Start
SIG emphasized that institutions need to define what success looks like up front. Is it a reduction in help desk tickets? Faster response times? Higher student satisfaction?
By setting clear, measurable outcomes before launching, institutions are better positioned to evaluate results—and justify expansion.
Align Stakeholders Early
AI projects often touch multiple departments. A successful rollout depends on early collaboration between:
- IT and data teams
- Enrollment or student services
- Communications and content owners
SIG encourages a cross-functional planning process to avoid surprises and ensure governance is in place before launch.
Don’t Wait for a Perfect Dataset
AI adoption doesn’t require perfect data or full system integration. Agentforce helps institutions use what they already have—existing knowledge bases, policy docs, or support logs—to create useful, structured responses for AI agents.
“You likely have more usable content than you realize,” one panelist noted. “It’s just scattered.”
Final Thought: AI Works Best When It Solves Your Problem
Agentforce is more than a platform—it’s a process. Institutions that ground their AI efforts in real student needs, clear metrics, and manageable pilots are seeing faster wins and stronger long-term adoption.
Want to explore what AI can solve at your institution?
Discover how Agentforce enables higher ed teams to define the right use case, implement effective solutions, and measure their impact. www.sigcorp.com/agentforce
Test out SIG’s Agentforce in the chat bubble in the right corner of your screen.
