Customer Service Assistance

Telesales reps can leverage the power of Agentforce to efficiently manage daily tasks related to serving customers better. These tasks include giving account information, suggesting products to stock and promotions to run, and creating visits.

Note Make sure you review the available resources for Einstein Generative AI and Agentforce before you implement Agentforce for your company as per your requirements.

The user interface of this product is available in English only and may not be fully supported in other languages.

Work with your Salesforce representative to ensure the licenses and permissions required to work with Agentforce are available in your org.

When talking to a customer, telesales reps can use Agentforce from the desktop app to get a summary of the related account and give prompt replies. As an effort to build a stronger connection with the customer, with the help of agents, telesales reps can proactively suggest products that the customer can stock and promotions they can run. Additionally, telesales reps can schedule or manage visits of an account during calls with store managers.

• Configure Retail Execution Invocable Actions
  Configure the custom system settings for Apex variables in the out-of-the-box Apex classes shipped with the Consumer Goods Cloud managed package. These settings determine the number of records fetched from the objects and are used by the prompts in the Agent. Perform this task only if you want to modify the default configurations for the variables in the invocable actions.
• Create an Customer Service Assistance Agent in Retail Execution
  Use the standard Employee Agent template to create an Customer Service Assistance agent in Retail Execution. Once, the agent is created, you can create actions and topics to configure the agent based on the needed usecase.
• Use case: Summarizing Account Records
  Using the Summarize Account Record action and Account Summary topic, a telesales rep can get the account details of a customer when talking to then.
• Use case: Providing Upselling Assistance
  Using the Recommend Products to Upsell action and Product Recommendations topic, a telesales reps can upselling recommendations while they're taking orders. The recommendation are based on the insights from historical visit and order data, and includes the top 10 products, and sales pitch for each of the products.
• Use case: Visit Management
  Using the Schedule Visit action and Visit Management topic, telesales reps can schedule and manage visits for an account while talking to a customer.
• Work with Your Customer Service Assistance Agent
  When serving an account, telesales reps can leverage all Agentforce for Consumer Goods use cases from the desktop app.