Explore Agentforce Skills for Financial Services
Learning Objectives
After completing this unit, you’ll be able to:
- Describe the Agentforce templates included with Financial Services Cloud.
- Explain how prebuilt skills can help your team do more.
Agents for Financial Services
In the last unit, you learned the basics of the Agentforce skills for Financial Services. Each skill includes a template with topics and actions that work together to help your team and clients achieve their goals in less time.
Each Agentforce template for Financial Services requires a slightly different setup. A few also require you to turn on other Financial Services Cloud features. We won’t go into deep detail in this module, so consult Salesforce Help about turning on and customizing each template.
Generally, though, you can create an agent from one of these templates. First, assign the proper permissions and turn on all of the necessary features. Then, create an agent using one of the templates, review the prebuilt topics and actions, and customize the agent as needed. Finally, configure the language and tone the agent uses, then activate and deploy the agent.
In this unit, you explore each of the Agentforce templates for Financial Services in more detail. By the end of the unit, you’ll be able to decide which skills are worth more exploration for your institution.
Client Privacy and Agentforce
All of the templates covered in this unit operate within the compliance framework of Financial Services Cloud and the Einstein Trust Layer. This makes sure that their actions adhere to required approvals, disclosures, and audit trails, which provides consistency, transparency, and control.
Banking Service Assistance
Banking Service Assistance helps your service reps answer common client questions and automates tasks for faster service. These services include balance inquiries, lost card reports, fee reversals, and more. All these tasks can integrate with your core banking systems and use relevant Salesforce and transaction data.
For example, if you ask a Banking Service Assistance agent to help you stop payment on a customer’s check, it asks for more details to complete the action.
The template includes individual actions to get financial accounts, get transactions, get card details, create fee reversal cases, and more.
Start with this template to reduce customer wait times and call volumes by handling common requests quickly. With the simple but time-consuming tasks out of the way, service reps can spend more effort helping clients with complicated issues.
Financial Advisor Assistance
Financial Advisor Assistance helps high-touch relationship managers automate tedious administrative tasks for client meeting preparation.
This template includes tasks to summarize important data about the client’s portfolio, goals, financial plans, and life events. These tasks invoke actions that reference data from Salesforce and the Financial Services Cloud data model.
For example, an advisor asks an agent for an analysis of a client’s financial plans and goals. The agent returns a summary of the client’s progress.
The template includes individual actions to create a wealth client summary, create a portfolio performance summary, review current and target asset allocation, and more.
By handling these routine tasks, Financial Advisor Assistance frees relationship managers to focus more on developing person-to-person relationships.
Banking Relationship Assistance
Banking Relationship Assistance automates wrap-up tasks after a client meeting. It can organize notes, summarize takeaways, update client plans, and create follow-up tasks. You prepare for a meeting with Financial Advisor Assistance, and then finish with Banking Relationship Assistance.
For example, an agent creates an interaction and tasks after a meeting from the details you provide.
The template includes individual actions to structure meeting notes, create interaction summaries, create client plan objectives, and more.
When bankers, advisors, and relationship managers spend less time entering notes and creating follow-up tasks, they can focus on deepening relationships by completing the follow-up steps from each meeting.
Loan Product Assistance
Loan Product Assistance is a template for a customer-facing agent that guides potential borrowers through the process of finding loan options, such as mortgages, auto loans, or personal loans. It can retrieve loan product categories, details, and programs to match them with a client’s needs.
For example, a client talks with the agent using natural language to get details about loan products and even compare products against each other.
The template includes individual actions to retrieve loan product details and estimate the amount for a loan product.
This template helps borrowers find loans faster by automating the first step. This helps loan officers focus on high-value personal interactions. The result is better conversion rates and a smoother borrower experience.
Collections Assistance
Collections Assistance helps collections specialists and managers by streamlining the collections and recovery process. It can increase collections productivity and efficiency by automating repetitive tasks, all while staying compliant with regulations.
For example, a collections specialist asks an agent to create talking points for a collections call.
The template includes individual actions to:
- Create a promise to pay.
- Generate call scripts based on previous interactions.
- Generate payment links.
- Check eligibility for legal cases.
- Create a legal case.
By guiding conversations and automating tasks, Collections Assistance helps you collect more payments, improve the customer experience, and reduce manual work.
What’s Next
In this unit, you learned about the Agentforce templates for Financial Services. You know that these agents operate within compliance frameworks for data security and regulatory adherence. But what's the experience of using them like?
In the next unit, you explore two examples of Agentforce in action for financial institutions: One as a service rep and another as a client.