The use case: how Fujitsu deploys Agentforce
Fujitsu's Salesforce Division uses Agentforce as the first line of support for customers and employees, answering routine Salesforce questions from release notes and knowledge articles. It also escalates cases to reps with the conversation logged and summarizes escalated cases for supervisors.
More reported results
Figures published in Agentforce’s case study. They are not independently measured by usedby.
We are currently aiming to autonomously resolve about 15% of inquiries with Agentforce
their support team now handles 1,700 cases annually
In the customer’s words
Having Service Cloud, Experience Cloud, AI, the data required for AI, and the actions to run them all on one platform is a huge strength.Other AI tools used by Fujitsu
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Agentforce users in IT Services & System Integration
Companies in the same sector, with public evidence.
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Go straight to the source
Based on Agentforce’s published case study. We check the public evidence; the results are reported by the vendor.
salesforce.com- Last checked
- Nov 14, 2026
Open source capture What the story claims, and what we checked
What we compared with the page.
- The figure: 120%Checked
The figure is on the page; its label is our wording.
- The passage quoted aboveChecked
Copied word for word from the page, near the name of Fujitsu.
- Fujitsu uses AgentforceChecked
Confirmed line.
- The result itselfNot checked
We quote it; we did not measure it.
Fujitsu expects automated summaries to cut case tracking time by 10%, allowing teams to spend more time solving problems and improving the customer experience.