Banking Service Employee Assistance Subagent Reference
A subagent defines an agent's range of capabilities for a particular job to be done. Subagents help agents identify the types of user requests, determine the scope of requests, make decisions, and perform actions. Banking Service Employee Assistance agent contains a library of standard subagents designed for service reps to capture service process requests.
Required Editions
| Available in: Lightning Experience |
| Available in: Professional, Enterprise, and Unlimited Editions with the Agentforce for Financial Services add-on license or included in Agentforce 1 Financial Services Edition. Requires each user to have the Agentforce for Financial Services add-on to access the action. |
- Subagent: Address Update
Assists service reps capture client requests to update their account-related and financial account-related addresses. The Address Update subagent retrieves all addresses associated with the customer, prompts the user to select one, gathers the new address details, and creates a case for the update. - Subagent: Billing Cycle Management
Assists service reps capture client requests for change in the billing date of a selected credit card. Guides the user choose the card and set a new, valid billing date. Clearly explains the effects of this change, including any disclaimers about interest charges or changes to the billing cycle, before creating a case to complete the request.a loan payoff statement for a specific loan account. - Subagent: Card Lock Management
Assists service reps capture client requests to lock or unlock their credit or debit cards. Guides the user to take relevant actions based on situation such as reporting a lost card, reviewing recent transactions, or setting a travel notice. Confirms all details of the request and creates a case for fulfillment. - Subagent: Card Activation
Helps service reps raise a request to activate a customer's card and configure their domestic and international usage settings. - Subagent: Card PIN Management
Helps service reps securely reset customer card PINs. Guides the service reps through necessary security checks based on reason for the reset, such as reviewing transactions for security concerns, or configuring other card controls for new cards, before creating a case for the request. - Subagent: Card Settings Management
Assists service reps capture client requests to enable domestic or international card settings. - Subagent: Checkbook Order
Assists service reps capture client requests to order a new checkbook by specifying the number of check leaves needed and the preferred delivery method. The Checkbook Order subagent retrieves all financial accounts associated with the customer, gathers details for the new checkbook, and creates a case for the checkbook request. - Subagent: Check Number Inquiry
Helps service reps resolve customer queries regarding the status, issue date, and processing details of an issued check. - Subagent: Checkbook Payment Cancellation
Assists service reps capture client requests to stop a check payment or a series of check payments from their financial account before the checks are processed. The Checkbook Payment Cancellation subagent retrieves all financial accounts associated with the customer, gathers details on the check payments to be stopped, and creates a case for the stop check payment. - Subagent: Fee Reversal
Assists service reps capture client requests to reverse various types of fees on their financial accounts, such as maintenance fees, overdraft fees, and other service-related fees. The Fee Reversal subagent collects financial account details, displays all relevant fee transactions, and prompts the user to select the specific transaction to create a case for reversal. - Subagent: Financial Account Balances
The Financial Account Balances subagent retrieves the financial account balances associated with a specific financial account. - Subagent: Financial Account Statement
Assists service reps capture client requests to order copies of their checking or savings account statements. Collects details such as the selected account, statement period (predefined or custom dates), and delivery method (Email or Post). Confirms all details of the request and creates a case for fulfillment. - Subagent: Financial Account Transactions
The Financial Account Transactions subagent retrieves all financial account transactions associated with a specific financial account. - Subagent: Funds Transfer to Own Account
Assists service reps in capturing client requests to set up fund transfers between their financial accounts. This service supports transfers between internal-to-internal accounts, external-to-internal accounts, and internal-to-external accounts, including Own Account Transfers, Loan Payments, and Credit Card Payments. The Funds Transfer to Own Account subagent retrieves all financial accounts associated with the customer, checks for any account restraints, and prompts the user to select the transfer type. The subagent then gathers the required details and creates a case for funds transfer. - Subagent: Loan Payoff Statement
Assists service reps capture client requests for a loan payoff statement for a specific loan account. Collects details such as the selected loan account, future payoff date, and delivery method (Email or Post). Confirms all details and creates a case to fulfill the request. - Subagent: Payment Deferral
Helps service reps assist customers who want to defer recurring financial account payments. Captures deferral terms, checks eligibility, and creates a case after consent. Does not handle tasks unrelated to payment deferment or financial assistance. - Subagent: Payment Due Date Modification
Handles requests on modifying the due date for customers' recurring financial account payments. Captures new payment terms, checks eligibility, and creates a case for the due date modification request. - Subagent: Report and Replace a Card
Helps service reps raise a request to report a lost, stolen, destroyed, or captured credit or debit card to prevent unauthorized use, and manage replacement requests. This topic retrieves customer card details and creates a case to permanently block the card and order a replacement. Handles permanent closures rather than temporary locks. - Subagent: Standing Instruction Management
Helps service reps raise a request to configure new standing instructions, update existing payment schedules, or process cancellations. - Subagent: Transaction Dispute Intake
Guides service reps through the financial transaction dispute process. Capture essential details like reason codes, display merchant insights, and support optional questionnaires to submit claims efficiently. - Subagent: Travel Notification
Assists service reps capture client requests to notify the bank of their travel plans. Collects travel details (dates, destinations, and contact information) and creates a case for the travel notification.
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