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Integration · Developer and DevOpsSurface New Relic observability data inside Salesforce Agentforce
New Relic is the observability and application performance monitoring platform that engineering teams use to track error rates, latency, throughput, and infrastructure health across the services their customers depend on. Salesforce holds the commercial and service record for those customers. When a support agent is on a call with a customer reporting degraded performance, the most relevant context is often in New Relic — which service is affected, what the error rate is, and whether an alert is already active. When Emerge Digital connects New Relic to Agentforce, a service agent can read the relevant New Relic data during a customer conversation and respond with operational accuracy rather than a placeholder while engineering investigates separately.
What this unlocks
- Alert and error status readable during service conversations: when a customer reports a problem, an agent can check New Relic for active alerts affecting that customer's service tier, region, or application — so the agent's response is grounded in what the monitoring platform is showing at the moment of the call.
- Service health context for customer-facing agents: New Relic's synthetic monitors, Apdex scores, and error-rate metrics reflect what customers experience — an agent that can read these gives specific, accurate answers rather than generic 'we are looking into it' responses during degraded performance.
- Customer impact surfaced in incident response: when a New Relic alert triggers, the Salesforce accounts on the affected service are valuable context for the on-call team — an agent can identify the accounts, surface their tiers and SLA commitments, and flag the impact level to the engineering channel.
- Post-alert follow-up with affected accounts: when a New Relic alert resolves, an agent can identify the Salesforce accounts that contacted support or were on the affected service during the outage window and prepare proactive resolution communications.
In the customer journey
Service degradation — agent answers from the monitoring data
A customer calls support reporting that API response times are much slower than usual. Before engaging, the agent checks New Relic — a latency alert on the relevant endpoint is active, flagged three minutes ago, and the on-call engineer has acknowledged it. The agent tells the customer what is happening, confirms the team is responding, and commits to a follow-up when the alert resolves — avoiding a duplicate investigation and giving the customer a specific, credible response.
Alert triggers customer impact assessment
A New Relic infrastructure alert fires on a database tier. The agent reads the alert, identifies the Salesforce accounts whose workloads run on the affected database, surfaces their SLA tiers and contract terms to the incident channel, and flags the two accounts with the strictest SLA commitments so the incident response team prioritises accordingly.
Alert resolves — affected accounts get a proactive update
A New Relic alert resolves after 25 minutes of elevated error rates. The agent identifies the eight Salesforce accounts that had active cases or were on the affected service during the window, prepares a resolution summary with the root cause and the remediation taken, and routes it to the account owners for review and send. Customers hear about the resolution before they ask.
Why not New Relic's native alerting integrations?
New Relic integrates with Slack, PagerDuty, and other channels to route engineering alerts — effective for keeping the on-call team informed. What it does not provide is New Relic metric and alert data queryable by an Agentforce agent in real time during a customer service conversation: a service agent cannot ask New Relic's Slack alerts for the current latency on a specific API, read which Salesforce accounts are on the service an alert just fired for, or identify affected accounts for follow-up after an alert resolves. Emerge Digital builds the retrieval layer that makes New Relic observability data available to agents at the customer-facing layer.
New Relic's value in an Agentforce integration sits in the service and incident stages — it is the operational ground truth for what is happening with the product while customers are experiencing it. Grounding agents in New Relic data means service communications during degraded performance are accurate and coordinated with engineering rather than disconnected from the operational picture.
How Emerge integrates New Relic
Emerge Digital connects New Relic to Salesforce Agentforce as a consulting engagement. We map which New Relic alert types, services, and metric data agents need to read, configure the customer impact assessment that surfaces affected Salesforce accounts during active alerts, define the post-alert follow-up workflow, and set the access boundaries that govern which agents can read which monitoring data. The integration is designed around the services and alert configuration your engineering team already has in New Relic.
How we structure an engagementRelated integrations
FAQ
Can the agent acknowledge or close New Relic alerts?
By design, alert management stays with the engineering on-call team. Agents read alert status and surface customer impact; they do not acknowledge, mute, or close alerts on behalf of the team responding to the incident.
We use Datadog instead of New Relic — can you connect that instead?
Yes. Emerge has an equivalent integration for Datadog. The observability integration use case — surfacing system health and alert context during customer service conversations — applies to both platforms. Emerge builds to the monitoring platform your engineering team uses.
How does this relate to New Relic's AI features?
New Relic has introduced its own AI-powered features — anomaly detection, alert correlation, and natural language querying within the New Relic UI. Emerge Digital's integration focuses on making New Relic data available to Salesforce Agentforce agents during customer-facing conversations, which is a different layer: the operational data flows into the CRM conversation rather than the New Relic UI becoming more intelligent.
How long does a New Relic + Agentforce integration take?
A focused engagement typically runs three to six weeks: mapping which New Relic services and alert data are in scope, configuring the customer impact assessment logic, building the post-alert follow-up workflow, and testing service conversation and incident response scenarios.
Ground your agents in New Relic.
Tell us what your agents need to read and write in New Relic, and we'll design the integration and the governance around it.
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