Eric Housh and Zack Terry cover how a high-growth biotech firm handled a corporate split that left their support team drowning in repetitive tickets about shipping and results. FSM helped them stand up a new Salesforce Service Cloud instance and build an AgentForce AI agent grounded entirely in a newly created knowledge base.

They dig into how retrieval augmented generation and vector search let the agent answer only from vetted business data, when it escalates a sensitive question to a human, and how a 40% deflection rate changed the team's capacity from day one.

Useful for any regulated or customer-support-heavy business weighing how to bring AI into a system without sacrificing accuracy.

For the full episode video, show notes, and related resources, visit: https://loom.ly/iFQSAjw