“Exploring Salesforce AI in Undergrad Admissions”, the most recent AI Learning Series, was hosted on November 24th, 2025. For those who missed it, here’s a recap covering key takeaways.
Salesforce AI Overview
Agentforce
Agentforce is Salesforce’s enterprise agentic AI solution allowing UBC to deploy agents that work with students throughout their entire academic journey, from being admitted to becoming alumni. The goal of using Agentforce was to create efficiency for the admission team in response to the large number of inquiries, with Salesforce AI functionality that auto-suggests emails and pulls data from cases.
How Admissions Uses AI
After receiving an email inquiry, AI can draft emails in response to inquiries based on various knowledge sources. However, human staff still intervene, and they can edit the AI drafted email tailoring it to specific needs
AI Data Sources
The AI references knowledge articles as well as past Case responses. Additionally, the AI was designed with an “Einstein Trust Layer” which acts as the safety and control systems between UBC’s data and the AI. This ensures that no private information is accidentally released.
Future of Salesforce AI in Admissions
UNI System: A Salesforce CRM built to support undergraduate recruitment purposes.
The UNI System currently has over 200 staff users from 7 different units across both UBCV and UBCO and is mainly used for mainly used for undergrad recruitment purposes. For the 2025 Winter intake cycle, admission staff responded to 70,000 inquiries. The Salesforce AI functionality was implemented in September, and the performance will be evaluated in November/December.
AI capabilities continue to be refined based on metrics such as the number of Cases closed, the time saved per Case, and staff satisfaction. Additionally, new knowledge articles continue to be attached, and unhelpful articles are tagged. These all result in the continued improvement of AI for admission.
Watch the Salesforce AI Recording
