Luminator speeds mass-transit service and repairs with Agentforce.

Luminator — Agentforce surfaces schematics and guides fast and automates customer updates, accelerating productivity and support. For example, if a field technician needed help troubleshooting a 10-year-old destination sign, they would have to search through documentation on their own or, if they couldnât find what they were looking for, call the office-based tech support team. They received and processed an average of 400 customer cases each month, such as, âOur server is down.

Agent or tool: Agentforce
Topic: Customer Support
Reported on: Case study (Salesforce)
Added: 2026-11-11

Why it matters

Support is repetitive and time-sensitive. Agents can draft answers, look things up and handle simple requests, so people can focus on the tricky ones. It is one of 554 sightings filed under Customer Support on Agent Sightings (number 132 by interest), and one of 219 involving Agentforce.

How you could try it

Here is a reusable prompt, written by us in our own words, that captures the task. Paste it into Agentforce or any similar agent and adjust the details to your situation.

I want an agent to handle routine customer questions end to end, and pass anything unclear to a person. The tool in the source case was Agentforce.

Saved

Tip: Start small: run it once on a low-stakes example, read what the agent did, and only then let it run on real work.

Source

Read the original first-hand account on Case study (Salesforce): https://www.salesforce.com/customer-stories/luminator. Our summary is a paraphrase; details are in the source.

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