How can you master the basics of Salesforce Agentforce and exceed client expectations?
Agentforce represents an exciting new development from Salesforce. With the power of Einstein AI, Salesforce now offers you the ability to customize your own automated agents to handle important, but often time-consuming, tasks that are key to the operation of your business.
Rest assured that your competitors will soon be making the most of AI Agents (if they aren’t already). So what do you need to know to get started? What are the main functions of Agentforce that are really just table stakes? What’s the bare minimum you should have in place to stay competitive in your market when it comes to helping clients and customers receive efficient and accurate service?
With applications across several industries, there are hundreds of potential use cases, but here are a few areas where Agentforce can help your organization maximize efficiency.
Product/Service Details
“Do you do custom orders?” “When is this product coming back in stock?” “Which product is a top-seller for teenagers?” “What promotions or deals do you have on right now?”
If your organization provides a specific product or service, an Agent can be configured to answer questions about product details, features, availability, inventory, and pricing. From product specs, to product recommendations, Agentforce can give answers and make suggestions to help customers along their path to purchase.
Manage Orders and Shipping Information
“When will my order ship?” “Where is my order?” “How do I exchange this item?”
Order status and shipping information are among the most commonly requested details from customers in need of support. Agentforce allows you to pull this information quickly and accurately for clients, without requiring the involvement of a human agent. It’s also able to support more complicated inquiries regarding exchanges or order modifications.
Account Management & Billing Support
“I need to renew my membership.” “I’m locked out of my account.” “What benefits are available at the next tier of membership?” “There’s an error on my invoice” “My billing information has changed.”
Renewals, pricing, cancellations, password resets: these are all important parts of Account Management, and they can all be handled by an Agentforce agent. With access to your Salesforce data, your Agents can quickly pull information and answer questions related to general Account inquiries and billing issues.
Technical Support/Knowledge Base Access
“How do I use this feature?” “How do I set up this tool?” “Do you have any training materials about XYZ?”
Many of the questions and queries to Service Agents are common and repetitive. Answers to these can easily be automated with Agentforce by connecting them to your Knowledge Base articles, reducing the manual workload of your team.
Escalation
“I need to speak to a real person.”
There will, of course, be cases where a question or situation is complex and requires the involvement of a human Agent. The Agentforce Agent can seamlessly transfer a customer to a human agent for more complicated or sensitive tasks. Agentforce can also help your team with high-touch, high-intensity tasks by guiding them through processes to resolve client issues.
Agentforce provides a range of solutions for automating customer service and support tasks. By leveraging these Agents, your organization can improve efficiency and allow your human agents to focus on more complex and nuanced issues, helping you stay competitive in your market and giving clients the service they expect.
Do you have questions about Agentforce, or want to speak to someone who might be able to help you get started? Get in touch! We’d love to hear from you.
