See What’s New with Service and Commerce
Learning Objectives
After completing this unit, you’ll be able to:
- Describe how to reduce costly scheduling gaps and free up dispatchers so they can focus on exceptions.
- Explain how to resolve employee inquiries quickly with an AI agent.
- Define the integration that enables a holistic view of the customer journey and delivers personalized experiences.
- Explain which AI agent learns from customer behavior and provides tailored recommendations to enhance the shopping experience.
Service Cloud
Agentforce Service Planner
Guide service representatives with personalized service plans to close cases faster. Based on the customer’s intent and case topics, service reps can generate step-by-step plans for customers.
Agentforce Scheduling Agent
Handle more scheduling requests with an AI agent that helps customers book appointments with the right resource 24/7 on any channel. Free up dispatchers to focus on exceptions, and reduce costly scheduling gaps. And seamlessly escalate complex cases to human dispatchers when needed.
Agentforce Employee Service Agent
Resolve employee inquiries faster with an AI agent that responds to employees’ questions with accurate, natural responses grounded in trusted data. This AI agent can execute HR processes and requests by seamlessly integrating with HR systems.
Omni Supervisor Enhancements: Real-Time Monitoring of Agentforce for Service
Monitor Agentforce for Service in real time to ensure trust, accuracy, and quality. Omni Supervisor now provides out-of-the-box visibility into all active conversations for service representatives and AI agents.
Data Capture
Transform how you collect critical data in the field. Entrust your mobile workers with dynamic and intelligent forms—that work even when offline—in the Field Service mobile app. Decrease time to value with a low-code builder and templates.
Commerce Cloud
Unified Commerce Core Enhancements (Subscriptions and Page Experience Delivery)
Commerce Cloud now natively connects all aspects of commerce—B2C Commerce, DTC Commerce, B2B Commerce, Order Management, and Payments—with Sales, Service, and Marketing on a single platform. With this integration, get a comprehensive view of the customer journey, deliver personalized experiences, and increase loyalty and revenue. By unifying catalogs, pricing, orders, marketing segments, and engagement intent, you can create targeted marketing campaigns, help service agents to efficiently handle customer inquiries, and optimize revenue through flexible product bundles, digital subscriptions, and streamlined billing processes.
Agentforce Buyer
An autonomous shopping assistant is now available to help you simplify the B2B buying experience. This AI-powered agent helps your customers find and purchase products through chat or messaging while tracking orders and providing post-purchase support, including “Where is my order?” (WISMO) inquiries.
Agentforce Personal Shopper
Deliver a more personalized shopping experience using an AI-powered agent. This agent understands and responds to natural language queries, recommends products, and facilitates purchases on ecommerce sites, chat, or messaging apps. By learning from customer behavior, it provides tailored recommendations and streamlines the shopping process.