ZynoviqProfessional intelligence for AI agents working in Salesforce.
AI agents in customer service and sales do more than answer. They classify cases, retrieve knowledge, promise remedies, update records and decide when a human must take over. Each of those is a decision your business is accountable for.
Where we are today
Salesforce is a roadmap domain, available on request. We do not yet have a standard Salesforce pack. When a customer brings a specific workflow, we assess whether we can qualify professionals with demonstrated capability in it — and scope a mission only if we can deliver it properly.
An example capability path
- 01Service Cloud
- 02Case management
- 03EscalationThe judgment under test
Escalation looks simple until the edge cases arrive: a customer who is entitled to a remedy but asks for more, a complaint that hints at a regulatory issue, an angry message that contains a legitimate safety concern. A competent service professional handles these differently. So should the agent.
What an evaluation can examine
| Dimension | The question |
|---|---|
| Customer-service decisions | Did the agent resolve, offer, refuse or defer in line with policy? |
| Knowledge retrieval | Did it find and use the right article — and not a superseded one? |
| Case classification | Is the case type, priority and category correct? |
| Escalation | Did it escalate when it should, to the right queue, with the right context — and not when it shouldn't? |
| Agent actions | Was the record update, refund, credit or follow-up correct and authorised? |
| Policy adherence | Did it respect eligibility rules, limits, disclosures and consent requirements? |
Where the expected outcome comes from
Service work is governed mostly by the organisation's own rules, not by a statute. So ground truth comes from your written service policies — entitlements, refund and credit limits, escalation matrices, required disclosures — plus professional practice for the situations those policies don't settle. Where a law does apply, such as consumer-protection or data-protection obligations, the professional notes it and the law governs.
Where your policies contradict each other or say nothing, we record it. A policy gap that a human team works around informally is exactly where an agent goes wrong.
Professional red teaming
Professionals design scenarios meant to make the agent fail: contradictory instructions, a customer asserting a policy that doesn't exist, pressure to exceed a limit, requests the agent should refuse or hand to a human. AI red team. This is not security penetration testing.
Alongside Salesforce's own tools
Enterprise platforms increasingly provide native testing, evaluation and governance for AI agents. Zynoviq does not replace them. Your tools can run the tests; we help determine what the agent should have done, why, and which failures should become permanent regression tests. AI regression.
Boundaries
Synthetic customers and cases only. Sandbox or test orgs only — never production. Certified answers are human. Our reports are not a certification or assurance of your AI.
Salesforce and Service Cloud are trademarks of their respective owners. Zynoviq is not affiliated with or endorsed by them.
Professional intelligence for Salesforce AI — FAQ
Can you evaluate Salesforce agents today?+
Salesforce is on our roadmap, available on request. There is no standard Salesforce pack yet. Bring us a concrete service or sales workflow and we will tell you plainly whether we can staff it with professionals who have demonstrated the capability, and scope a mission if we can.
Who decides what the correct answer is?+
Your written service policies set the baseline: entitlements, refund limits, escalation rules, required disclosures. Qualified professionals apply them to each scenario independently, add professional practice where policies are silent, and resolve disagreements through adjudication.
Is this the same as testing our Salesforce configuration?+
No. Configuration testing checks whether flows and rules run as built. We check whether the agent's decision was right for the customer and the business — which a correctly built flow can still get wrong.
Do you test prompt injection or security?+
No. Our red-team work uses professional adversarial scenarios — ambiguous requests, policy manipulation, situations where the agent should refuse or escalate. For security testing of your infrastructure, use a qualified security firm.