Forrester analyzed Salesforce’s Agentforce rollout as a customer zero case study. Salesforce made agents part of its revenue engine by integrating them into its website. It found traditional analytics could not assess agent outcomes. It adopted LLM-based evaluation to judge agent responses. It needed stricter discipline in organizing and governing agent knowledge. It created agent-specific knowledge assets stored in its CMS but not published. It highlighted the value of a headless CMS for agent knowledge. Forrester notes the Contentful acquisition fits this need. The study shows making agents governable is distinct from putting them into production.