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Customer Signals Intelligence
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            Agent Actions for Customer Signals Intelligence

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            Agent Actions for Customer Signals Intelligence

            Gain insights into customer interactions to resolve cases more efficiently. Use agent actions to identify similar interactions across channels, summarize service engagement and product reviews, draft case responses, and generate emails. Additionally, these actions help identify trends in customer experiences and revise product descriptions to better meet customer expectations.

            Required Editions

            Available in: Lightning Experience with Agentforce 1

            Customer Signals Intelligence Agent Actions Use Cases

            Agent Action When to Use Example
            Summarize Service Engagement Use the Summarize Engagement For a Customer action to gain insights into customer experiences by summarizing specific customer engagements. What’s the latest on the issue with the iPhone?
            Use the Summarize Engagement For a Channel action to gain insights into customer experiences by summarizing engagements for a specific channel. What’s the top issue highlighted in the surveys?
            Use the Summarize Engagement For a Contact Reason or Theme to gain insights into customer experiences by summarizing engagements for a specific theme. What’s the top issue in billing?
            Draft Case Response Use the Draft Response Based on Similar Case Resolutions action to address user queries faster by referencing solutions from similar, previously resolved cases. Find a solution for cases similar to issues involving incorrect product deliveries.
            Draft or Revise Email Use the Draft an Email with Issue Summary action to create emails that summarize customer issues. Create an email that summarizes a service outage, its cause, and the resolution plan.
            Find Similar Interactions Use this action to search for specific channel names or related terms in interaction records and create an engagement summary for the specified channels or all channels. Find the similar interactions for the issue for iPhone in case channel?
            Summarize Product Reviews Use this action to summarize customer reviews, identify top products, and classify sentiment as positive, negative, mixed, or neutral. What are the top products with positive reviews?
            Enhance Product Description Use this action to compare product descriptions with customer reviews and generate improved descriptions. Suggest an updated product description for the iPhone 16.
             
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