Governance-by-Design Reference Architecture for Agentic Healthcare CRM Using Salesforce Agentforce

Author(s)	Mr. Susil Sahu
Country	United States
Abstract	Healthcare organizations are increasingly exploring agentic AI to improve service responsiveness, guide users, and support workflow execution. In regulated healthcare environments, however, AI agents cannot be introduced in the same way they might be used in lower-risk domains. This paper presents a governance-by-design reference architecture for agentic healthcare CRM using Salesforce Agentforce. The proposed model introduces autonomy tiers, protected health information minimization, policy-aware orchestration, human oversight boundaries, and audit-ready evidence capture as core design elements. It is intended as a practical architecture pattern for healthcare organizations that want to operationalize agentic AI in a way that is scalable, credible, and defensible.
Keywords	Salesforce Agentforce, Healthcare CRM, Agentic AI, Autonomy Tiers, PHI Minimization, Enterprise Governance, Auditability
Field	Computer
Published In	Volume 17, Issue 2, April-June 2026
Published On	2026-05-13

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International Journal on Science and Technology