Case Coaching
Review every closed case against your quality standard, and give team leads specific coaching notes instead of a spreadsheet of random samples.
The fit.
- Cloud
- Service Cloud
- Who it’s for
- Team leads, QA analysts and service managers who review cases by hand
- Typical go-live
- 3–5 weeks
- Runs as
- Agentforce agent in your org
Built to order in your org. Not a template.
Fixed price, USD
- Simple
- $6,500
- Standard
- $11,500
- Complex
- Fixed quote after the Readiness Assessment.
What needs to change.
Most service teams review a handful of cases per rep per month, picked at random, scored in a spreadsheet. Leads spend hours reading threads and still miss the patterns, the rep who resolves fast but reopens a lot, the policy step everyone skips on refunds. Reps get feedback weeks late, on cases they barely remember.
What it does.
- Reviews closed cases against your QA rubric, resolution quality, tone, policy steps, handle time, reopen, whatever your scorecard covers
- Scores each criterion with a short reason and the exact line in the case that supports it
- Separates compliance-critical misses from style feedback so a high total can't hide a policy breach
- Writes coaching notes for team leads: two strengths, one thing to work on, with case examples
- Builds weekly trends per rep, team and case type, and flags cases that need a human reviewer
- Lets leads adjust any score. Adjustments inform rubric tuning during support and under a retainer after that.
Price.
Prices in USD. Simple and Standard are fixed scope. Complex is scoped after the assessment.
| Tier | Your org looks like | Arkeforce price (USD) |
|---|---|---|
| Simple | One channel (email), one rubric, up to 3 teams | $6,500 |
| Standard | Email and messaging, 2 rubrics (e.g. general and refunds), trend dashboard, Slack digest | $11,500 |
| Complex | Several business units, voice transcripts, multiple languages, AI-agent cases scored too | $14,500 to $22,500Typical range. Fixed quote after the Readiness Assessment. |
- What you pay Salesforce
- Agentforce entitlements and Flex Credits, billed by Salesforce
- What you pay anyone else
- Nothing for this agent.
- What you pay Arkeforce
- The tier price above, fixed before we start.
Outcomes we target.
| Outcome | How we measure it | Typical 90-day target, tracked with you |
|---|---|---|
| Broader QA coverage | Closed cases reviewed ÷ closed cases in scope | 30–100% of in-scope queues |
| Less lead time on QA | Lead hours per week on case review (self-reported) | −40% |
| Trustworthy scores | Lead-adjusted scores ÷ scores reviewed by a lead | Under 15% |
| Faster feedback | Days from case close to coaching note | Under 2 days |
Targets are targets, not measured results or guarantees. Tracked with you during the 30-day support window and under a retainer after that.
Sample exchange.
Illustrative examples, not results from a client engagement.
Lead:How did Priya do on refunds this week?
Agent:14 refund cases reviewed. Average 86. Strong on tone and first-contact resolution. She skipped the refund-reason code on 3 cases, that's a compliance item. Want the coaching note?
Lead:Score case 00052210 again, I think tone was fine.
Agent:Tone was scored 2 of 5 for 'per my last email' in the second reply. I'll record your adjustment to 4 of 5 with your comment. Confirm?
Lead:Send Priya her score and put it in her performance review.
Agent:I don't send scores to reps or touch HR records. I can prepare a coaching note for you to share in your one-on-one.
Built for your org.
- We build the rubric with your QA team, map each criterion to fields and records in your org, case comments, emails, messaging transcripts, status history, and decide who counts as "the rep" when cases change hands. It uses your team names, queues and policies, and leads only see the reps they already manage in Salesforce.
Installed as a package in your org, source visible to your admin.
AI case scoring can consume Flex Credits. Agentforce testing, including sandbox tests, can consume requests and credits. We confirm metering against your licences.
Compared with what’s already out there.
| Option | What it covers | When it may be enough |
|---|---|---|
| Native Agentforce | Einstein Conversation Insights analyses sales and service calls for insights.Source · 2026-10-28 | Your coaching need is concentrated on calls and their insights. |
| Salesforce in Claude | Coverage for this workflow has not been verified. Other teams are scoped case by case.Source · 2026-10-28 | Check the job, access and scope against your org. |
| AgentExchange | No equivalent listing verified on 2026-10-28. We check the current catalogue during the assessment.Source · 2026-10-28 | Check the job, access and scope against your org. |
| Third-party offerings | SearchUnify Case Quality Auditor shows closed-case quality scores and a manager team overview.Source · 2026-10-28 | An existing quality platform already meets your team’s review needs. |
| Arkeforce | Review every closed case against your quality standard, and give team leads specific coaching notes instead of a spreadsheet of random samples. | |
Verified on 2026-10-28. Availability and licensing can change; we confirm them for your org.
If you already run a contact-centre QA platform you're happy with, we'll say so, this fits best where QA lives in spreadsheets today.
See the full comparison →What’s included.
- Discovery of your org and a written fit report
- A rubric workshop with your QA lead and calibration against an agreed sample of cases your leads have already scored
- Configuration to your case channels, queues, teams and policies
- Sandbox testing with your data, including adversarial tests
- A shadow first two weeks in production (scores visible to the QA lead only)
- Lead and admin training
- 30 days of post-launch support
Prerequisites.
- Service Cloud
- Enterprise, Performance or Unlimited Edition with Salesforce Foundations or an Agentforce 1 Edition; required add-ons depend on the actions used.
- Agentforce enabled with Employee agents, and entitlements for case scoring
- Case conversations stored in Salesforce (Email-to-Case, Messaging, case comments or transcripts)
- A written QA standard, even an informal one; a role hierarchy or team field that shows who reports to whom
- Optional: Slack (weekly digest to leads), Service Cloud Voice transcripts
Retainer (optional, monthly).
Tuning, threshold changes and re-checks after Salesforce releases come out of your retainer hours.
- Essentials $1,000/mo with 3 hours
- Growth $3,000/mo with 10 hours
- Partner $5,500/mo with 20 hours plus one integration per quarter
Retainer prices in USD.
Trust and safety.
- Read-only on your cases, it only writes its own QA review records
- Scores go to leads, never directly to reps, and never into HR or performance systems
- Compliance-critical findings are always flagged for a human reviewer
- Respects each user's existing Salesforce permissions; leads see only their own teams
Start with the job.
Tell us what needs to happen and where it gets stuck. We’ll check the fit and agree the scope before anything is built.
Not sure yet? Explore the Readiness Assessment →