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            Agentforce Sales Coach Feedback for Ready-To-Use Scenarios

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            Agentforce Sales Coach Feedback for Ready-To-Use Scenarios

            The Sales Coach agent provides reps with feedback based on the criteria established in prompts templates. To get started, the agent offers specific prompts for default opportunity stages that align and provide the large language model (LLM) with stage-specific criteria to look for. Review the prompt templates and referenced Customer Responsibility Matrix data, and update the instructions to reflect your selling guidance and stages.

            Required Editions

            Available in: Lightning Experience in Enterprise, Performance, Unlimited, and Developer Editions with Foundations or Agentforce 1 Editions.

            CRM Data

            For the Sales Coach agent to provide reps with accurate feedback and effective coaching, we provide the agent with visibility to select CRM data from the opportunity the rep is accessing the agent from. The fields in the CRM data column represent the data fields that the agent needs access to for effective coaching.

            Opportunity stage CRM data element
            Qualification
            • User.FirstName
            • OpportunityId.Account.Name
            • OpportunityId.StageName
            • OpportunityId.Account.Industry
            • OpportunityId.Account.Description
            • OpportunityId.Description
            • OpportunityId.Probability
            • OpportunityId.IqScore
            • OpportunityId.HasOverdueTask
            • OpportunityId.Amount
            • OpportunityId.NextStep
            • OpportunityId.HasOpenActivity
            Needs Analysis
            • User.FirstName
            • OpportunityId.Account.Name
            • OpportunityId.Account.Industry
            • OpportunityId.StageName
            • OpportunityId.Account.Description
            • OpportunityId.Description
            • OpportunityId.HasOverdueTask
            • OpportunityId.NextStep
            • OpportunityId.HasOpenActivity
            • OpportunityId.Snapshot
            Proposal/Pricing Quote
            • User.FirstName
            • OpportunityId.Account.Name
            • OpportunityId.StageName
            • OpportunityId.Account.Description
            • OpportunityId.Description
            • OpportunityId.NextStep
            • OpportunityId.Account.Industry
            • OpportunityId.Snapshot
            Negotiation/Review
            • User.FirstName
            • OpportunityId.Account.Name
            • OpportunityId.Account.Description
            • OpportunityId.Description
            • OpportunityId.NextStep
            • OpportunityId.Account.Industry
            • OpportunityId.Snapshot

            Feedback Criteria

            The Sales Coach agent analyzes the transcript from the rep’s presentation to identify how well the rep can answer stage-specific questions included in the prompt template. The agent also compares the rep’s answer to the information from the CRM data fields included in the prompt template. All this information is used to generate feedback and coaching guidance for the rep.

            Opportunity stage Stage-specific questions
            Qualification
            • What’s the business of the customer?
            • What problem is the customer trying to solve?
            • How does solving these problems help the customer?
            • Why is the timing good for them?
            • What’s the customer's budget?
            • If the customer’s budget is less than the opportunity amount, how can the sales executive resolve that so that the deal can move forward in the sales process?
            • What other solutions is the customer considering?
            Needs Analysis
            • Why are our solutions a good fit for the customer?
            • How are our solutions better than our competitors?
            • How well do our solutions scale for the customer?
            • What resources are available to implement the solutions?
            Proposal/Pricing Quote
            • Where is the customer in the buying cycle?
            • What’s the process to generate purchase orders?
            • Who are the customer’s key decision makers for purchasing solutions or services?
            • Are the key decision makers added to the opportunity?
            • How can you communicate the value of our solutions to those decision makers?
            • What’s the status of quantifying return on investment with the decision makers?
            Negotiation/Review
            • Have you confirmed that all key decision makers are in support of the deal?
            • Have you offered a discount or other pricing incentive to the customer?
            • Have you sufficiently addressed all customer objections and concerns related to your proposal?

            Feedback Output

            The Sales Coach agent analyzes rep’s transcripts from their presentation or role-play session. It assesses their proficiency and effectiveness in responding to stage-specific questions and cross-references the transcript with the opportunity’s CRM data. Using this information, it then generates a comprehensive feedback report for the rep to review.

            Feedback is generated and broken down into categories based on the type of practice exercise that they completed.

            Feedback for presentation practice sessions is provided in these categories.

            Category Description
            Deal Summary Summarizes the opportunity using the specified CRM data fields. The summary includes the opportunity stage, customer name, amount, and probability to close (if available).
            Feedback States whether the rep was successful in answering the stage-specific questions for the opportunity stage the deal is in. Includes direct quotes from the rep during the practice session to be used as examples and supporting evidence for feedback.
            Needs Attention Verifies whether the rep’s presentation aligns with the CRM data for the object record and calls out any discrepancies. If no discrepancies are found, checks for any overdue activities.
            Next Steps Provides an unordered list of two to four tasks for the rep to focus on based on the feedback provided.

            Feedback for role-play sessions is broken down into these categories.

            Category Description
            Deal Summary Summarizes the opportunity, using the specified CRM data fields. The Summary includes the opportunity stage, customer name, amount, probability to close (if available), IQ score, and any changes to the current amount.
            Overall Impression States whether the rep successfully answered the stage-specific questions and directly quotes the rep to support the feedback generated.
            Key Strengths Describes what the rep did well, such as any communication or selling techniques used.
            Areas for Improvement Describes instances when the rep can be effective in their response and communication.
            Next Steps Provides an unordered list of two to four tasks for the rep to focus on based on the feedback provided.
             
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