Chapter 1The Challenge for Good360

Manual processes hinder Good360’s efforts to get product donations to the people who need them.

Good360 has been bridging the gap between surplus and demand since 1983, when it was founded to help distribute $12 million worth of donated office equipment to nonprofits. What started as a single act of generosity has grown into a nationwide operation that’s distributed more than $18 billion in essential products, helped more than 100 million people, and kept all those excess goods out of landfills in the process. With millions of people in the U.S. living in poverty and natural disasters increasing in frequency and intensity, demand for their services will only continue to grow. 

From distributing emergency supplies to communities devastated by Hurricane Helene in Georgia to bringing comfort to NICU families in Florida, Good360’s impact is widely varied and deeply felt. Their challenge isn’t typically a lack of donations, rather, it’s ensuring that donations reach the right people at the right time. 

When a corporation notifies Good360 that a donation is ready, the matching team must manually search their network of tens of thousands of nonprofit partners to assess which ones have an urgent need for that type of donation. Then, they have to calculate possible shipping distances, contact the nonprofit to check whether the donation is still essential, and verify the shipping destination. 

Good360’s work plays a significant role in disaster recovery where every second counts. Even though this work is urgent, only two employees are dedicated to coordinating disaster-related donation matching. 

“The people who join Good360 are motivated to make a difference, they’re laser-focused on furthering our mission” said Stephane Moulec, Good360’s Chief Technology Officer. “Operations are part of what we do, but anything that streamlines admin so our employees can spend more time on building relationships with nonprofit partners and affected communities is a huge win.”

With thousands of truckloads of goods coming in every year, this laborious matching process constrained the number of donations they were able to accept and distribute. “Globally, a significant amount of goods that could be matched to disaster survivors end up going to the landfill,” said Moulec. “Good360 is here to change that.” 

Good360 is determined to maximize every donation while reducing their carbon footprint and keeping operational costs low. They knew that with the right solution, they could increase the number of donations they’re able to accept, streamline distribution, and ensure critical supplies reach people faster.

Chapter 2How Salesforce Helps Good360

Chapter 3How Good360 Did It

When Good360 set out to launch Agentforce, they knew their success would depend on picking the right use case. One agent couldn’t do everything, so they started by searching Chatter feeds in Salesforce to find the most common internal question. The winner was clear: “Who can take this donation?” That gave them the focus and scope they needed to build something useful right away.

Agent Builder enabled Good360 to configure their resource-matching agent in plain, conversational language. Instructions were as simple as: “Go through our nonprofit list, look for organizations that would be a match for the items specified.” Early testing worked well, but they ran into a small hiccup: When test users didn’t include “show me” in their prompts, the agent did the work but didn’t surface the results. To fix this, they tweaked the back-end instructions. Adding “and show it” to the end of the prompt fixed the issue instantly. “It’s probably the most complex technology that's ever existed, yet it's the simplest to use,” said Moulec.

One of the biggest lessons from launching Agentforce was the critical importance of data quality. “This process has emphasized the importance of data quality, and the resources we use to enhance it,” said Moulec. That meant ensuring data was clean and well organized across every department. “An agent is only as good as the information it has to work with,” he added.

Because the resource-matching agent was built on top of Good360’s Data Cloud foundation of clean data, it had a much wider knowledge base than expected and was capable of more tasks beyond the original goal. “The matching agent does what we intentionally built it for, but we didn’t realize there was so much more the agent was immediately able to answer,” said Dukes. “We didn’t have to build anything else out. It’s like magic, showing us things we hadn’t even thought about.” 

For example, during the 2025 Southern California Wildfire emergency relief effort, the team prompted Agentforce for tents to help survivors. Not only did the agent find tents — it also surfaced shoe inventory, noting that work boots would also be needed at that time.

By combining simple instructions, strong data, and smart use case design, Good360 unlocked more value from AI than they thought possible — without writing a single line of code.

Chapter 4The Salesforce Difference