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Learning Objectives
After completing this unit, you’ll be able to:
- Explain how to use AI agents to schedule service appointments and send email summaries with estimates.
- Describe how to use the order history of a customer or account to identify upsell opportunities.
- Explain how to simplify advertising campaign workflows and speed up campaign fulfillment.
- Describe how to simplify public sector applications and forms.
- Define how to use AI agents to handle manual tasks in macro banking processes.
- Describe how to accelerate data processing with concurrent data writeback.
- Explain how to automate time-tracking entries with geolocation-based actions and AI.
- Describe how to make faster admissions decisions using a score that captures reviewer recommendations and comments.
Automotive
Automotive Employee Agent
Schedule service appointments and send email summaries with estimates using the Automotive Employee Agent. This agent helps you reduce repetitive tasks and improve efficiency with more proactive maintenance.
Collections Management
Better manage delinquency payments with features that help collections agents. Users can more easily send payment reminders, create promise-to-pay agreements, and engage with recovery agencies to reclaim money from delinquent accounts.
Manufacturing
Manufacturing Employee Agent
Proactively identify and resolve asset issues with the Manufacturing Employee Agent. Automatically generate summaries, estimates, work orders, and customer notifications to enhance your efficiency and reduce navigation time.
Sales Agreement Enhancements
Enhance sales agreements and better meet customer needs with flexible actuals calculations. View future periods to track agreements more efficiently. Use unique display names to manage multiple instances of the same product within a single agreement.
Consumer Goods
Retail Execution Enhancements: Hybrid Mobile App
When connected to the internet, the Consumer Goods mobile app can do even more by providing access to additional online information and actions. Now, you can integrate Lightning web components in the app to customize the interface to your needs.
Upsell Recommendations
Generate AI-powered selling guidance during the customer service process with frequently ordered product recommendations. Use the order history of any customer or account to identify upsell opportunities.
Communications
Service Excellence: Troubleshooting
Empower service reps to resolve customer issues faster with guided troubleshooting. Provide easy access to scripts, knowledge articles, and diagnostic tools, including integrated network data, all within the service console.
TM Forum API Enhancements
Enhance interoperability with TM Forum APIs (TMF 622, 667, 671, 679) to improve document, promotion, product, and order management. With these additions, Salesforce has earned a Gold badge in TM Forum Open API certifications.
Media
Ad Order Management System (OMS) Integrations
Simplify advertising campaign workflows and speed up campaign fulfillment with standardized integrations of Media Cloud to leading advertising order management systems such as WideOrbit.
Nonprofit
Source Code AutoGeneration
Save marketers time and ensure every piece of content in a campaign is tracked correctly using auto-created source codes (both bulk and one-off). Use these to promote your marketing campaigns and gain insights into what content is generating a response.
Custom Fields on Gift Entry
Add custom fields to your gift entry flow so you can capture the unique information that your organization needs.
Public Sector
Application Intake Enhancements
Simplify public sector applications and forms such as job applications, complaints, and referrals with modular sections for groups of questions that facilitate faster processing. Help applicants track progress, save, and return to the application process easily.
Agentforce for Public Sector: Recruitment
Identify top candidates from previous applications who qualify for your current posting and invite them to apply for the position. Ask your recruiter agent to help while you focus on strategic activities, and reduce your administrative burden.
Financial Services
Agentforce for Banking
Use Banking Service Agents to manage routine tasks, boosting your human agents’ productivity and enhancing customer satisfaction while remaining compliant. Let your service teams focus on complex tasks and deliver exceptional service.
Personalize Wealth Management
Use AI Client Summaries alongside Contextual Alerts and Actions to help advisors deliver timely, personalized advice. By surfacing insights on financial goals, plan success, and asset allocation, advisors can engage clients more efficiently.
Health
Provider Search Agent
Help patients find the right provider for their care needs with a 24/7 AI agent.
Disease Surveillance
Manage the spread of diseases on a unified platform that integrates seamlessly with major public health systems like US Public Health Profiles Library (USPHPL). Empower health inspectors with an intuitive app for real-time data gathering and reporting, ensuring timely and accurate public health interventions.
Life Sciences
Financial Assistance Program Enhancements
Allow case managers to review and file appeals for rejected financial assistance applications on behalf of patients.
Common Layer
Composite Writeback: Data Processing Engine
Accelerate data processing with concurrent data writeback. Write related records to multiple objects all at once, ensuring transactionality while writing data back to core objects after transformation.
Record Deep Cloning: Context Service
Easily duplicate complex records and their relationships. Simplify workflows, reduce manual effort, and ensure accuracy when cloning insurance policies, products, and more.
CSV-Based Decision Tables: Business Rules Engine
Create decision tables using CSV files with added support for Date and Time data types. Manage rule data with effective dates and use powerful comparison operators like LT (less than) and GT (greater than).
Energy & Utilities
Energy & Utilities AI Actions Library
Support service reps by retrieving and analyzing bill history and providing account, case, and interaction summaries.
Timesheet and Labor Cost Optimization Enhancements
Automate time-tracking entries and validation with geolocation-based actions and AI. Drive more accuracy and compliance with validation flags. Generate estimates and create order estimates during field work.
Education
Agentforce Student Recruitment Agent for Education Cloud
Nurture prospective students at critical moments with a tailored agent that’s designed to support your institution’s recruiting efforts. Save staff time by delivering personalized responses to questions using knowledge articles and Education Cloud entities.
Application Scoring
Make faster, more consistent, and more equitable admissions decisions. Define program-specific scoring criteria, and simplify the decision-making process with a helpful score that incorporates reviewer recommendations and comments.