Hybrid Project Delivery in Klient PSA
Add agents to your team. Run projects the same way.
Klient PSA extended its resource model so AI agents are assigned to project tasks like human consultants — in the same views, with the same structure, and with one new interface: the Outcome Review, where humans approve what agents produce so you stay fully in control.
Four things that make Agentforce work inside your PSA.
Same Klient PSA. Agents on the team. More gets done.
Every agent is available for direct conversation. No new interface.
Task · Project · Case · Account · Global
Available on every Klient PSA record
The template your team already uses — tasks, owners, milestones, criteria — is the agent’s instruction set. Tailor per engagement in plain language. No code.
Klient PSA project templates
Agents are Resource records assigned in the same interface as human consultants. Two modes:
- To a task — executes it, raises Outcome Review
- To a project — monitors all tasks, acts proactively
Resource records · Live in Klient PSA
When an agent finishes, it creates an Outcome Review in Klient PSA. The human reads the output, edits if needed, and approves or rejects. Nothing reaches a customer, a KB, or a downstream record without human sign-off.
Outcome Review object · Live in Klient PSA
From task assigned to outcome approved.
Every agent execution follows the same path — structured by Klient PSA, executed by the agent, approved by the human.
Platform
Agent resource
Agentforce
Outcome Review
Human gate
Humans lead and agents deliver.
The Outcome Review is not a notification. It is a Salesforce record in Klient PSA that contains everything the agent produced — structured, readable, and ready for a human decision. It is the primary interface between what the agent did and what happens next.
The human opens the Outcome Review, reads the output, edits anything that needs changing, and makes one of three choices: approve, reject, or request clarification. The agent cannot proceed until the Outcome Review is approved. This is not a safety guardrail added after the fact — it is how the system was designed from the start.
Nothing the agent produces — no scoped requirement, no documentation update, no client-facing nudge — reaches any downstream system without a human approving the Outcome Review first.
📄 Outcome Review · Klient PSA
✓ Sarah replied: Optional. Both forms.
You don’t change how you manage projects.
Agents appear in the same Klient PSA views as human team members. Same resource board. Same task board. Same Gantt. You added agents to the team — everything else stays the same.
Three proof points. All running today.
Every use case below ran inside Klient’s own operations before any customer saw it. Klient is Customer Zero.
📄
KNOWWY 1 is assigned to the documentation task on every feature project. When the development task is approved, KNOWWY reads the merged PR and deployed config and generates 7 document types — Feature Reference, Quick Start, Admin Guide, Release Notes, eLearning, Feature Spotlight, AI Catalog — staged as an Outcome Review for human approval before anything publishes to Salesforce Knowledge.
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GUIDY 1 and TOUCHY 1 are assigned as resources on a 45-day onboarding project template. GUIDY reads the project plan daily and drafts nudges when tasks stall — staged for CSM approval before they send. TOUCHY reads every meeting transcript, marks tasks complete in Klient PSA, and drafts the recap email — staged for approval before it goes to the customer.
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Inside the Klient PSA Feature Hub on Salesforce Experience Cloud, customers submit and vote on feature ideas. Klient’s internal team adds a separate interest score. The combined signal surfaces what actually matters. When an idea ships, it links directly to the live Knowledge Article. Customers see their request become a feature — no black box, no ticket queue.
What Hybrid Project Delivery returns.
Each proof point above eliminates a real, recurring cost. Here’s what disappears when agents handle the work.
Senior time estimates based on 3–4 hrs/feature at 50 features/year. Individual results vary by team size and documentation volume.
Klient runs on Klient PSA.
Every agent ran on us before it ran on you.
The approval gates in every agent today are not safety features added after the fact. They are the direct output of running the system without them. Agents that execute fast queue Outcome Reviews faster than an unprepared approver can process. The gates exist because Klient measured what happens without them.
Speed without gates creates backlog in a different place. The failure mode isn’t a slow agent — it’s a fast agent and an unready approver.
We needed a structured, auditable place for humans to act on agent output — not an email, not a notification. A Salesforce record with a status, an owner, and a clear decision point.
The failure modes are already known. The gates are already built. You get the operating model Klient has been running on itself — including the scars.
What PS leaders ask about Hybrid Project Delivery
What is Hybrid Project Delivery?
Hybrid Project Delivery is the operating model built into Klient PSA where AI agents are assigned to project tasks as Resource records in Salesforce — exactly like human consultants. The project template defines the work. The agent executes it. The Outcome Review is where the human approves the output before anything moves. Humans supervise in the same Klient PSA views they’ve always used.
Do I need to change how I manage projects?
No. Agents appear in the same Gantt charts, task boards, and resource reports alongside your human team. The only new interface is the Outcome Review — where you read, edit, and approve what the agent produced. Everything else in Klient PSA works exactly as it did before you added agents.
What is the Outcome Review?
The Outcome Review is a Salesforce object in Klient PSA. When an agent completes a task, it creates an Outcome Review containing its output — structured, readable, and waiting for a human decision. You approve it, reject it, or request clarification. Nothing the agent produces reaches a customer, a knowledge base, or any downstream record without an approved Outcome Review.
Is this different from adding automation to a PSA?
Yes. Automation fires a rule when a trigger condition is met. Hybrid Project Delivery assigns an agent to a task — with full project context, acceptance criteria, and a structured output requirement — and the agent decides how to execute the work. The Outcome Review captures what it produced. Automation handles the cases you anticipated. Agents handle the cases you didn’t.
Can I customise how an agent behaves on a specific project?
Yes. Every agent resource carries default instructions that define how it operates out of the box — no setup required. You can complement those defaults with project-level instructions written in plain language directly on the project record in Klient PSA. A fixed-fee implementation can instruct the agent differently than a T&M retainer. No code, no configuration files. The agent reads the project instructions and adjusts accordingly.
What does each AI agent cost?
Each agent costs $1,000 USD one-time. The only ongoing cost is Salesforce Flex Credits — approximately 20 per execution — purchased directly from Salesforce. Klient PSA itself starts at $39/user/month. No subscription fee for the agent license.
Humans lead. Agents deliver.
See Hybrid Project Delivery in a live Klient PSA org — agents assigned as resources, Outcome Reviews staged for approval, and humans managing projects exactly as they always have.