How AI is accelerating Salesforce development in WSOY’s environment
Over a year of AI-assisted Salesforce development: what changed and what didn’t? Ceili has been
28.9.2026
CEILI SERVICES · AGENTFORCE SERVICE · FIELD SERVICE · SERVICE CLOUD
Customer Service and Account Management on Salesforce
On the same platform as sales and marketing
Agentforce Service (formerly Service Cloud) brings customer contacts, service requests and customer history into one view – whatever the channel. Because customer service runs on the same platform as sales and marketing, every customer interaction is based on up-to-date data. AI agents handle routine questions, so your service team can focus on the cases that need a human.
Ceili is a Salesforce Summit Partner. We use AI both in the solutions we build for our customers and in our own work.
Briefly
- Agentforce Service implementations, migrations from other customer service systems and Re-Start projects for existing environments.
- Agentforce service agents that answer around the clock and hand complex cases over to a human – with the full conversation history.
- Field Service: maintenance work, resource planning and technicians' mobile work on the same platform.
- We use AI in our own work for specification, documentation, testing and development.
Salesforce Summit Partner
Salesforce’s highest partner tier
100+
Salesforce certifications (Trailhead)
Key Flag
Service produced in Finland
4.9 / 5
Salesforce surveys, 2026
SOUND FAMILIAR?
The most common customer service challenges
Do these sound familiar? We help you choose the set-up that fits your business and your users. Use cases are always defined together with you.
Customer data is scattered
Contacts come in by email, phone and chat – and nobody sees the full picture.
Customers have to repeat themselves
Context gets lost when a case moves from one person or channel to another.
Sales doesn't know what's happening in service
A salesperson calls with an upsell offer while the customer has an open complaint – because sales and service can’t see each other’s data.
The same questions keep coming
Many contacts are about order status, invoices or updating contact details – and they take up your experts’ time.
Service quality is hard to measure
Response times, resolution rates and customer satisfaction are calculated manually – if at all.
AI sounds promising – but where do you start?
You’ve tried chatbots, but they can’t fully resolve cases – or development has stalled.
AGENTFORCE SERVICE
Customer service that knows your customer
Agentforce Service is Salesforce’s customer service and field service solution. It combines service request management, omnichannel support, a knowledge base and AI agents in one system – the same system that holds your sales and marketing data.
Service request management
Every contact becomes a case with an owner, status, priority and SLA. Nothing gets stuck in an email inbox.
All channels in one view
Email, chat, phone, WhatsApp, web forms and social media in one queue. Omni-Channel routing assigns cases based on skills and workload.
Agentforce service agents
Answer around the clock, check order status, update customer details and hand cases over to a human with the full history.
AI that supports your service agents
AI summarises cases, drafts replies and finds relevant knowledge articles. The service agent reviews and decides.
Knowledge base
One knowledge base shared by your service team, AI agents and customers. Update it once, and it’s up to date everywhere.
Customer and partner portals
Experience Cloud portals where customers and partners can track their requests, find answers and submit new cases.
Field Service
Maintenance work, technician scheduling and spare parts in one system. Technicians see customer equipment, service history and work instructions on their mobile device.
Account management reporting
The service status of key accounts is visible to sales and account managers. Reports and Tableau Next show response times, SLA compliance and customer satisfaction in real time.
WHERE TO START?
Three common starting points
01
NO PREVIOUS SYSTEM
New implementation
Your customer service runs on email and spreadsheets, or you only use Salesforce for sales. We define your processes, build the solution and train your users.
02
YOUR OLD SYSTEM ISN'T WORKING
Migrating from another system
Your customer service runs in a separate ticketing tool, portal or helpdesk. We have strong experience in data migrations and system transitions, and we build your processes around your needs – not as a copy of your old set-up.
03
FRESH START
Agentforce Service Re-Start
Service Cloud was implemented with another partner or on your own, but it isn’t performing as it should. We assess your environment, data quality and AI readiness, and create a development plan.
WHO TRUSTS US
Our customers
"Customer data is our valuable asset to us and combining it under one system makes it so smooth for our employees tasks as well as the customer's purchase journey. We would be happy to recommend Ceili as a partner, and we are satisfied that we have succeeded to create a great long-term partnership together with Ceili."
Ruut Kilkki, System Operator, C2 SmartLight
4,9/5
Salesforce customer satisfaction surveys
AGENTFORCE SERVICE BENEFITS BY ROLE
What does clear customer management change in everyday work?
Customer service director
Real-time views of queues, response times and service levels – so staffing decisions are based on data.
Service agent
The customer’s full history at a glance, reply drafts and the knowledge base always within reach.
Sales and account managers
Open service requests and complaints are visible before customer meetings, and upsell opportunities flow from service to sales.
IT and Salesforce admins
One platform instead of many tools, less maintenance and clearer access rights.
EXPERIENCES WITH CEILI
Results you can see in our customers' everyday work
A system succeeds when people can do their work better and leadership can see what is happening in the business. That’s why Ceili’s customer stories describe the problem, the solution and the benefit – not just the product that was implemented.
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LET'S TALK
What should change in your customer service?
In a 45-minute call, we go through your customer service processes, systems and goals. You’ll get recommendations for your next steps – including where AI would help, and where it wouldn’t yet.
AI RUNS ON DATA
AI is only as capable as the data behind it
Salesforce AI features and Agentforce agents work directly on your customer data, so their value depends on data quality. That’s why the data model is one of the first steps in every Ceili project.
We don’t build agents for the sake of it. Together we identify where AI saves the most time – and after go-live, we monitor and improve the agents.
SUPPORT AND CONTINUOUS DEVELOPMENT
Customer service development doesn't end at go-live
Customer expectations, channels and AI capabilities keep changing. Our support services keep your solution up to date.
✓
Admin support and AI skills training
✓
Small development, automations and AI agents
✓
Roadmap and use-case prioritisation
✓
Error handling and agent troubleshooting
✓
Release updates and new AI features
✓
Salesforce Re-Start and AI readiness assessment
FAQ / UKK
The frequently asked questions section answers the questions we’re asked most often.
Ceili is a Finnish Salesforce partner that delivers Salesforce implementation projects and provides support services. Our clients operate in Finland and globally.
Salesforce implementation projects can include CRM implementations, marketing automation solutions, customer service solutions, reseller portals or e-commerce solutions. We also integrate Salesforce so that it works closely with your other systems.
You can read more about us on our Company page.
Searching for “Ceili” may also bring up an Irish dance, but that’s one area where we have no expertise. 🙂
Yes. Ceili is a Salesforce Summit partner, the highest tier of the Salesforce partner programme. We have been part of the programme since 2015.
Summit status is based on factors including the number of certified experts, the scope of projects delivered and customer satisfaction. In Salesforce’s 2026 customer satisfaction survey, we received an excellent score of 4.9/5. You can check our partner status in the Salesforce partner directory.
- Ceili helps define the business needs that shape how your Salesforce environment is structured
- Ceili builds Salesforce to match each client’s specific business needs
- Ceili takes the organisation’s growth goals into account and builds a solution that serves future needs
- In our projects, we introduce Salesforce’s AI tools (Agentforce) into organisations’ environments and build AI agents to make their work easier
- Alongside implementation projects, Ceili provides support services and ongoing development
- We support organisations during the roll-out phase so the new systems are adopted effectively
- Ceili helps organisations understand their Salesforce licence needs in relation to their business
Every Salesforce project is priced individually, based on what it includes, how much support is needed and the size of the project. Pricing depends on factors such as the number of Clouds and other features to be implemented, integration needs, data migration, training, customisation and the project’s architecture. We’re happy to talk through your Salesforce needs, after which we can put together a quote for you. Our pricing is based on years of experience across different kinds of projects and industries. You can get in touch with us to receive a quote!
Yes. Many of our projects involve integrations, and we have extensive experience with them. Although Salesforce is a broad, versatile platform that gives you a 360-degree view of your customers, it often still needs to be integrated with industry-specific solutions, ERP or other external systems. Salesforce offers excellent marketing platforms and tools, but integration with external marketing platforms is also possible.
The organisation’s commitment is essential to a successful Salesforce project. The organisation needs a project manager who drives the project forward on its side and coordinates the overall project together with Ceili’s project manager. Representatives from the organisation’s different business areas are also needed, so that the Salesforce solution is built to serve every unit. The organisation’s team should set aside time for requirements workshops, user training, testing and internal work. When the organisation is committed and reserves enough time for the project, the project is more likely to achieve its goals.
You can read about other organisations’ experiences of Salesforce projects on our Customer cases page.
Ceili is a Salesforce Summit partner, meaning a partner at the highest tier, and a major Salesforce partner in Finland. Ceili focuses entirely on Salesforce technology.
The competitive landscape keeps changing, and some competitors work with other technologies alongside Salesforce. Ceili ranks among the top 3 Salesforce partners in Finland (RevenueBase, 2026) and is a trusted partner for Salesforce implementations, ongoing development and support services.
Salesforce®, Sales Cloud® and others are trademarks of salesforce.com, inc. and are used here with permission.