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Collections and Recovery Assistance for Customers
Collections and Recovery Customer Assistance is a prebuilt Agentforce Service Agent template. Create an agent by using this template. This agent authenticates customers to protect data from unauthorized access, and assists them with tasks, such as find collection plan details, answer general Collections related questions, create payment extension requests, and update representative contact for a collection plan.
Required Editions
| Available in: Lightning Experience |
| Available in: View product and edition availability. |
When you create an agent by using the Collections and Recovery Customer Assistance template, it includes these actions and associated reference action types.
| Agent Action | Reference Action Type & Name | Description | Customization Option |
|---|---|---|---|
| Send Email with Verification Code | Flow: Send Verification Code | Send a verification code to the customer’s email to verify their identity. The action requires the customer’s username or email as input. If the email is valid, a verification code is sent to the customer. | You can customize this flow to match your business requirements. However, don’t modify the input and output parameters and their data types to ensure its compatibility with the relevant action. |
| Verify Customer | Flow: Verify Customer | Verifies the customer’s identity based on the one-time passcode (OTP) generated and emailed by the Send Email with Verification Code action. If the user verification is successful, it shows the verified user or contact ID, which is used in filters and as input to other actions. If the verification is unsuccessful, it prompts the user to try again. | You can customize this flow to match your business requirements. However, don’t modify the input and output parameters and their data types to ensure its compatibility with the relevant action. |
| Get Collection Plan Details by Name | Flow: Get Collection Plan Details by Name | Gets collection plan record details by using the collection plan name, and verifies if it's related to the querying customer. If related, returns the collection plan details in a formatted string format. | You can customize this flow to match your business requirements. However, don’t modify the input and output parameters and their data types to ensure its compatibility with the relevant action. |
| Get Collection Plans for Related Contact and Parties | Flow: Get Collection Plans for Related Contact and Parties | Gets the specified number of collection plans associated with a customer’s contact. If necessary, it checks linked financial accounts for additional collection plans until the limit is reached, compiles the details, and returns them to the customer. | You can customize this flow to match your business requirements. However, don’t modify the input and output parameters and their data types to ensure its compatibility with the relevant action. |
| Answer Collections Queries | Prompt: Answer Collections Queries | Answers general collection-related questions from customers by using the Agentforce data library. | You can create a version of the prompt template, and customize it to match your business requirements. |
| Create Payment Extension Requests | Flow: Create Payment Extension for Customers | Gathers the payment commitment details from a customer and creates a payment schedule and payment schedule item records, and sends an email to the customer with the promised payment details. | You can customize this flow to match your business requirements. However, don’t modify the input and output parameters and their data types to ensure its compatibility with the relevant action. |
| Update Representative Contact for Collection Plan | Flow: Update Representative Contact for Collections | Interacts with customers to gather their representative’s details. This representative helps the customer with issues, such as signing papers, making decisions, or representing the customer. If there’s no representative contact associated with the plan, creates a contact for the representative and adds it to the collection plan. | You can customize this flow to match your business requirements. However, don’t modify the input and output parameters and their data types to ensure its compatibility with the relevant action. |
- Set Up Collections and Recovery Assistance for Customers
Collections and Recovery Customer Assistance is a prebuilt Agentforce Service Agent template. Use this template to create an agent, and keep the considerations in mind before proceeding. - Considerations for Collections and Recovery Assistance for Customers
Keep these considerations in mind when using the Collections and Recovery Customer Assistance template to create a collections agent. - Collections and Recovery Customer Assistance Topic Reference
The Collections and Recovery Customer Assistance template includes a set of topics available out of the box in the asset library.
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