Case Study: FIFA streamlines media accreditation and fan support with Salesforce Agentforce

FIFA clears 5,000 case backlog with Salesforce

FIFA faced a significant challenge in managing the accreditation process for the massive number of media partners wanting to cover the FIFA World Cup 2026™. A small five-person team was overwhelmed, manually processing applications and creating a backlog of 5,000 cases, which delayed journalists and broadcasters from getting approved to cover the tournament. To automate these routine tasks and help more media partners get approved faster, FIFA turned to Salesforce and its Agentforce product.

Salesforce implemented a solution using two AI agents powered by Agentforce and Data 360. One agent, Charlie, answered journalists' frequently asked questions 24/7, while a second agent was embedded into the accreditation process to review documents, verify IDs, and gather information. This resulted in the clearance of the 5,000-case backlog within three weeks. The FAQ agent also achieved an 85% autonomous resolution rate in its first 45 days, handling 3,600 chats and saving an estimated 1,000 service rep hours for FIFA's media operations team.

FIFA