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            Setup and Configuration of Banking Service Employee Assistance

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            3. Financial Services Cloud Admin Guide

            Setup and Configuration of Banking Service Employee Assistance

            Automate routine banking services for customer service reps using AI Assistance with conversational capabilities. Use the Banking Service Employee Assistance template of type Agentforce Employee agent to take quick action on service process requests, helping new or less experienced service reps become productive more quickly.

            Required Editions

            Available in: Lightning Experience
            Available in: Professional, Enterprise, and Unlimited Editions with the Agentforce for Financial Services add-on license or included in Agentforce 1 Financial Services Edition. Requires each user to have the Agentforce for Financial Services add-on to access the action.
            • Authorize Your Users to Use Agentforce Banking Service Employee Assistance
              Give your service reps access to appropriate fields, subagents, and actions associated with the Banking Service Employee Assistance by assigning permissions to users.
            • Customize Financial Account and Account Layouts with Source System ID
              Update the Financial Account page layout to show the Source System ID field for records that exist in the core banking systems. This field shows the ID of the record and determines which account to pull data from in the core banking system. To help users quickly identify which core banking account the Salesforce record represents, add the Source System ID to the account search layout.
            • Add a Picklist Value for Issued Card Status
              To capture the status of issued cards, such as a debit or credit cards, for card related subagents during agent interactions, add the required picklist values to the Status field for the Issued Card object. Complete this step only if you are using the Financial Account Management standard objects.
            • Create Agent from an Agentforce Banking Service Assistance Template
              When clients want to avail common banking services, they raise a service process request with their bank and expect a quick turnaround. By using the prebuilt Banking Service Employee Assistance template, you provide your service reps with an AI assistant built into their flow of work. The AI assistant identifies and executes relevant subagents and actions to help service reps capture details and create a case to fulfill the service request.
             
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