Personalization for Self-Service

Ground every self-Service interaction in a unified view of customer data to reduce effort and provide relevant context. Self-Service success depends on minimizing the time customers spend clarifying intent or restating information. Personalization for Self-Service uses the Unified Customer Profile in Data 360 to provide a context framework. This framework combines profile data, historical activity, and derived insights.

With this framework, you can:

• Reduce Friction: Fill forms automatically in Unified Catalog and maintain consistent journeys between portals and agents.
• Drive Proactivity: Surface critical updates, such as product recalls or expiring subscriptions, through banners.
• Streamline Handoffs: Ensure agents have immediate visibility into recent customer site activity and pending tasks.

• Set Up Event Ingestion for Experience Cloud Sites
  Capture customer interaction data from your sites and flow it into Data Cloud to power personalized greetings and task recommendations.
• Add the Pending Task Banner to an Experience Cloud Site
  Surface urgent tasks and recommended actions to authenticated users by adding the Pending Task banner component to your Experience Cloud site.
• Ground Agentforce Service Agent in Customer Context
  Configure your agent to initialize conversations using the user identity, recent activity, and pending tasks.
• Configure Data Graphs and Timeline Wrapper for Personalization
  Organize ingested events into Data Graphs and activate the Timeline Wrapper to surface chronological customer activity on your site.