Banking Service Customer Assistance Subagent Reference
A subagent defines an agent's range of capabilities for a particular job to be done. Subagents help agents identify the types of user requests, determine the scope of requests, make decisions, and perform actions. Banking Service Customer Assistance agent contains a library of standard subagents designed to capture service process requests from customers.
Required Editions
| Available in: Lightning Experience |
| Available in: Professional, Enterprise, and Unlimited Editions |
- Subagent: Address Update Request
Interacts with the customer to update addresses for their accounts and financial accounts. The subagent identifies the customer, displays available addresses for selection, gathers new address details, and creates a case for the update. - Subagent: Card Lock Management Request
Temporarily locks (freezes) or unlocks (reactivates) a card. This subagent retrieves customer cards, validates their current status to ensure eligibility, captures the reason for locking, and creates a case to process the request. However, this subagent doesn’t handle permanent blocks or replacements for lost or stolen cards. - Subagent: Card Settings Management Request
Enable the Agentforce agent to help a customer control how and where a card is used, such as enabling or disabling international payments. This subagent collects card details and settings from the customer to update, and creates a case for the update. - Subagent: Card PIN Management Request
The subagent securely resets a customer’s card PIN by guiding the Agentforce service agent through necessary security checks based on the reason for the reset (e.g., reviewing transactions or configuring card controls for new cards) before creating a case for the request. - Subagent: Card Activation Request
Activate a customer’s card and manage their domestic or international card usage settings by guiding the Agentforce service agent through the process. - Subagent: Billing Cycle Management Request
Guide the Agentforce agent in processing a customer’s request to change the billing date for a selected credit card. The subagent assists the customer in choosing the correct card and setting a new, valid billing date, clearly explaining the effects, including any disclaimers about interest charges, before creating a case to complete the request. - Subagent: Checkbook Order Request
The subagent processes a customer’s request for a new checkbook by allowing the Agentforce agent to specify the number of check leaves needed and the preferred delivery method. - Subagent: Check Payment Cancellation Request
The subagent assists the Agentforce agent in fulfilling a customer’s request to stop a single check or series of check payments associated with their Financial Account. - Subagent: Check Number Inquiry Request
Enable the Agentforce agent to help customers select a financial account and inquire about the status, issue date, and clearing details of a specific check. - Subagent: Fee Reversal Request (Beta)
Reverses fees charged to financial accounts, such as maintenance, overdraft, and service fees. The Fee Reversal Request (beta) subagent retrieves customer account details, displays relevant transactions for selection, and submits the reversal request. - Subagent: Financial Account Balances Request
Retrieves the account balance details associated with a specific financial account for customers. - Subagent: Financial Account Statement Request
Helps customers request copies of their checking or savings account statements. Collects details such as the selected account, statement period (predefined or custom dates), and delivery method (Email or Post). Confirms all details of the request and creates a case for fulfillment. - Subagent: Financial Account Transactions Request
Retrieves all financial account transactions associated with a specific financial account for customers. - Subagent: Transaction Dispute Intake Request
Facilitate the official process for a customer to challenge an incorrect, fraudulent, or unauthorized charge on their account. The subagent collects transaction details and creates a dispute case for review. - Subagent: Funds Transfer to Own Account Request
Initiates one-time or recurring transfers between internal and external accounts, including loan and credit card payments. This subagent retrieves eligible accounts, validates for restraints, and creates a case for a service rep to process the transaction. - Subagent: Standing Instruction Management Request
Manage a customer’s standing instructions by allowing the Agentforce service agent to set up new instructions with schedule details, update existing payment frequencies, or cancel recurring transactions. - Subagent: Loan Payoff Statement Request
Capture a customer’s request for a loan payoff statement, showing the exact amount needed to pay off their loan on a specific date. The subagent collects details such as the selected loan account, future payoff date, and delivery method (Email or Post), confirms all details, creates a case to fulfill the request, and then shares the case number with the customer. - Subagent: Travel Notification Request
Record a customer’s travel plans to ensure uninterrupted access to their banking services. The subagent collects travel details (dates, destinations, contact information) and creates relevant cases for seamless service. - Subagent: Report and Replace a Card Request
Enable the Agentforce service agent to process a customer’s request to report a lost, stolen, destroyed, or captured credit or debit card to prevent unauthorized use and manage replacement requests. This subagent retrieves customer card details, creates a case to permanently block the card, and orders a replacement. This subagent handles permanent closures rather than temporary locks.
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