{
  "apiVersion": "v1",
  "passage": {
    "id": "salesforce-achieved-4-6-csat-rating-74-resolution-2026",
    "text": "we achieved a 4.6 CSAT rating and a 74% resolution rate by empowering AI agents and humans to work as one unified team",
    "speaker": null,
    "role": null,
    "organization": "Salesforce",
    "aiVendor": true,
    "work": {
      "title": "Salesforce (own site, webinar listing)",
      "type": "post",
      "date": "2026-10",
      "publisher": "Salesforce (own site, webinar listing)",
      "url": "https://www.salesforce.com/events/webinars/how-salesforce-uses-agentforce-to-transform-support-handoffs/"
    },
    "grade": "B",
    "verification": {
      "status": "verified",
      "reviewedOn": "2026-10-31"
    },
    "topics": [
      "ai-support-resolution"
    ],
    "functions": [
      "support"
    ],
    "figures": [
      {
        "metric": "support-ai-resolution-share",
        "value": 0.74,
        "unit": "share",
        "period": "first year of Agentforce on help.salesforce.com",
        "definition": "Not defined on the page (\"resolution rate\")",
        "level": "unclear"
      }
    ],
    "context": null,
    "url": "https://the-ai-record.com/passages/salesforce-achieved-4-6-csat-rating-74-resolution-2026"
  },
  "notice": [
    "Every passage is reproduced word for word from the cited source.",
    "Check the verification status: \"reported\" means not yet confirmed by an independent second reader.",
    "Organizations flagged aiVendor sell AI tooling and have a reason to publish flattering numbers.",
    "An empty result means the archive holds nothing on it, not that nobody has said anything."
  ]
}