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            Subagent: Fee Reversal

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            3. Financial Services Cloud Admin Guide

            Subagent: Fee Reversal

            Assists service reps capture client requests to reverse various types of fees on their financial accounts, such as maintenance fees, overdraft fees, and other service-related fees. The Fee Reversal subagent collects financial account details, displays all relevant fee transactions, and prompts the user to select the specific transaction to create a case for reversal.

            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.
            User Permissions Needed
            To configure and use fee reversal subagent:

            Financial Services Cloud Extension OR FSC Service

            AND

            Access Banking Service Assistance
            To use Agentforce Employee Agent: Manage AI Agents and Manage Agentforce Employee Agents

            Subagent Details

            API Name FeeReversal
            Included Agent Actions

            Identify Record By Name

            Query Records

            Get Topic Config

            Get Financial Accounts for an Account

            Get Financial Account Transactions

            Fulfill Fee Reversal

            Required Setup

            Examples of Utterances That Trigger This Subagent

            • "Process the reversal for the late payment fee."
            • "Reverse the transaction fee disputed by the customer."

            Guidelines and Considerations

            • Fee Reversal subagent doesn't automatically send any email notifications upon processing a reversal. However, users with Manage Agentforce Employee Agents permission can modify the existing configuration to add this functionality if needed.
             
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