Agentforce for Product Upsell and Cross-sell in Service

The agent navigates users through product discovery, clarifies user intent for accuracy, and identifies the most relevant product options based on customer needs. It then helps generate quotes for selected products and capture quote approval.

By providing data-driven recommendations, the agent aids field technicians and service reps in transforming routine service calls into opportunities for deeper customer engagement. With the help of this agent, on-site personnel—regardless of their sales background—can offer relevant upgrades and add-ons that enhance customer satisfaction and loyalty.

Note This solution is intended for non-sales-savvy service professionals, such as field technicians and service reps. It presents a curated, limited set of product recommendations to facilitate upsells or cross-sells during service interactions without overwhelming the user.

Agentforce for Product Upsell and Cross-sell in Service integrates with Salesforce Revenue Cloud’s Product Catalog Management (PCM) APIs for the product discovery.

• Context-aware retrieval - Fetches products based on account, asset-linked attributes, and hierarchy.
• Catalog sync - Retrieves catalogs and categories via specific catalog codes.
• Dynamic filtering - Identify products by using precise catalog and category combinations.

• Get Started with Agentforce for Product Upsell and Cross-sell in Service
  Empower your field technicians and service reps to recommend upgrades, add-ons, and new products on desktop and mobile with Agentforce for Product Upsell and Cross-sell in Service.
• Upsell and Cross-sell Topic
  Field technicians and service reps can identify and display relevant product upgrade opportunities and add-on options for existing assets (upsell), and new product suggestions (cross-sell) applicable to customers. They can use the Upsell and Cross-sell agent topic to deliver a comprehensive overview of all recommended products in a single, clear communication. Providing all necessary information upfront enables customers to make well-informed decisions, thereby enhancing their trust and overall satisfaction.
• Customize Upsell and Cross-sell Topic to Use Revenue Cloud Quoting
  Customize the standard Upsell and Cross-Sell agent topic if you want to utilize the Revenue Cloud quoting capabilities. This customization gives you greater flexibility to manage complex quotes, supporting multiple line items and precise, per-line-item discounting.