- Where an Agentforce action stops: the boundary between a Salesforce record and an SAP document
- Designing the handoff so the agent requests an outcome rather than calling an interface
- Idempotency, compensation, and error surfacing across the two platforms
- Supervision boundaries: what the agent may complete and what it must escalate
- A service-to-order scenario traced end to end through both platforms
Built for: Salesforce platform owners, SAP integration leads, and architects designing agent-driven service or order processes.
What the session covers
Agentforce is capable inside Salesforce. The difficulty begins where a customer-facing action depends on something only the ERP can do, such as releasing a credit block, amending a sales document, or confirming availability against real stock. At that point the agent is no longer operating inside one system of record, and the integration design decides whether the process is governed or merely fast.
This recorded session traces a service-to-order scenario across both platforms. The agent resolves the customer intent in Salesforce, Symphony receives a request for a business outcome rather than a raw interface call, and the SAP transaction is executed under the same controls that apply to any other posting.
Design decisions that matter
Three properties determine whether a cross-platform agent process survives production:
- Outcome-level contracts. The agent asks for a business result, and the orchestration layer owns how that result is achieved, which keeps the agent independent of interface changes.
- Idempotency and compensation. Retries must not duplicate documents, and every action needs a defined reversal path.
- Error surfacing. A failure in SAP has to reach the agent and the customer conversation in language the process can act on, not as a technical fault code.
Who should watch
Salesforce platform owners, SAP integration leads, and architects designing agent-driven service or order processes. The recording includes the full traced scenario and the supervision model applied on both sides of the integration.