Adam Mansfield, UpperEdge’s Salesforce Practice Leader, explains why getting full transparency (i.e., defining an “action,” understanding the licensing metric, etc.) before you sign is a critical success factor for overcoming the downstream cost exposure that can come from Salesforce Agentforce’s consumption model. Don’t rely on slideware examples: memorialize definitions, drawdown math, and switch rules in your Order Form so everyone knows exactly how Flex Credits will be consumed. (Agentforce can be subscribed to based on number of conversations or under Salesforce’s newer Flex Credits model, where 20 credits = 1 action.)
Key takeaways:
- Pin down what counts as an “action” for your workflows (Service Cloud, Sales Cloud, etc.).
- Include worked examples of credit drawdown and pool impact in your contract.
- Negotiate costs for conversations and actions and how you can switch later.
- Demand transparency on overages, volume discounts, and how bundled Flex/Data Cloud credits interact
