Improve Efficiency with Workspaces and Automation

Learning Objectives

After completing this unit, you’ll be able to:

Describe how data-driven user workspaces improve client interaction.
Explain how standardized, automated workflows enhance efficiency.
Summarize how Agentforce and other tools help your team prepare for and summarize client meetings.

Support Day-to-Day Relationship Work

So far, you’ve explored how Agentforce Financial Services helps your institution unify data and use it to better understand financial wellness, goals, and engagement opportunities. The next step is putting that context to work in day-to-day relationship management. How do bankers, advisors, service reps, and other client-facing roles actually use that information as they prepare for client interactions, process requests, and keep work on track?

Agentforce Financial Services supports that daily work through role-based workspaces, standardized processes, and tools that help teams prepare for and document client interactions.

In this unit, learn more about each of these features, starting with purpose-built workspaces.

Deploy Data-Driven Workspaces for Client Interaction

Your team can realize quick time-to-value by using the efficient, centralized consoles included in Financial Services. These consoles make it simple to access client data and orchestrate interactions.

Specialized interfaces such as the Retail Banking, Advisor, and Insurance Producer consoles provide a full view of the client relationship. These consoles integrate data visualizations and smart insights, helping any roles complete tasks and run business-critical processes.

Each console is a Lightning app in Salesforce, and enhanced with specialized page layouts that include helpful page components. For example, many console page layouts use the Actionable Relationship Center (ARC), which visualizes complex relationships so your team quickly understands how records relate. You can even add Relationship Insights to ARC so users can see potentially related existing and new records.

Many consoles also include specialized Omnistudio and Omnistudio Flexcard components that help your team view information in easy-to-understand ways.

Standardize and Automate Workflows

Each console is also the place to open standardized, repeatable processes for common requests and complex transactions across teams.

Financial Services includes many templates for your admins and developers to quickly set up your processes in Salesforce.

For example, Agentforce Financial Services includes business processes for transaction disputes, address updates, and fee reversals that can help your customer service team be more effective. Unified Catalog powers the design of these case-driven service processes, providing a framework to handle requests from intake through fulfillment. We don’t cover those processes much in this badge, however. Complete the Service Excellence with Agentforce Financial Services badge for more details.

These other tools also help you manage processes and relationships with clients.

Contextual Alerts notify your team of crucial client changes or issues that require immediate action, enabling personalized outreach to build relationships.
Action Plans manage repeatable tasks and document needs with templates used to automatically assign task owners and deadlines for engagements.
Stage Management defines the steps and tracks progress through complex business processes, including coordinating manual and automated data checks and tasks.

Your admin team can use all of these tools together to make sure that your team stays on task and quickly responds to clients’ needs. When clients contact a banker, relationship manager, or service rep, they have a consistent, fast experience.

Your clients can also help themselves by using the Financial Services Client Portal and Agentforce for common requests, leading to increased loyalty and convenience.

Capture Critical Client Details

Client meetings are among the most critical interactions between your team and clients. Agentforce Financial Services helps your team prepare for client meetings with generated client summaries based on client data. Then, when the meeting is over, intelligent tools store your notes in the system, giving your team more data about each client.

In this section, we explore how these features work together.

Prepare for Meetings

Imagine a financial advisor at your institution is working to prepare for a client meeting. With each client’s data unified in Salesforce and console apps, page layouts, and components, preparation is simpler than ever before.

For example, the advisor can review financial accounts and better understand the client in other ways. The Life Events and Business Milestones feature provides the advisor an at-a-glance view of important events for the client, helping the advisor identify upcoming opportunities and plan timely, personalized engagement. Plus, Interest Tags assigned to each client capture specific client needs, interests, and prospecting opportunities.

For a quick, comprehensive view of a client's situation, use the Summary Documents feature. It generates account rundowns and tear sheets for client meetings that use data stored in objects such as Account, Contact, Financial Deal, and Account Plan.

Plus, the advisor can simply ask an Agentforce agent to help them prepare. The Financial Advisor Assistance skills for Agentforce help advisors by automating time-consuming administrative tasks for client meeting preparation. The agent can summarize important data about the client’s portfolio, goals, financial plans, and life events.

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.

Your financial advisor can go into the client meeting more prepared than ever.

Track Interactions and Notes

Imagine that the advisor’s meeting goes well and they impress the client with a deep knowledge of the client’s needs and plans.

When the meeting ends, advisors use Interaction Summaries to capture detailed, structured meeting notes about client communications.

Your team can write these interaction summaries manually, or they can use the included Banking Relationship Assistance skills for Agentforce. These skills automatically organize notes, summarize takeaways, update client plans, and create follow-up tasks.

However you capture meeting notes, your Salesforce admins and compliance team can use Compliant Data Sharing to control and monitor what data is available to which users by using advanced rules.

Together, these tools help your team prepare for client meetings and record notes to prepare for next steps and further opportunities to grow your relationship with—and revenue from—each client. Clients, meanwhile, get continuous, accurate service as any one of your organization’s reps can quickly review past interactions and provide informed support.

Wrap Up

In this unit, you learned how Agentforce Financial Services helps your team work more effectively with data-driven consoles, standardized processes, and intelligent tools to prepare for and track client meetings.

These features all build on what you explored earlier in this badge. You now know how Agentforce Financial Services helps you unify client data, build a fuller view of each relationship, generate insight through financial wellness and goals, and support more consistent relationship work.

Together, these capabilities help bankers, advisors, service reps, and other users engage clients with better context, clearer priorities, and better informed next steps.

Now, it’s time to take the next step. Dive into details about the individual features linked in Resources, and think about how your team can grow revenue with deeper, more meaningful relationships with your clients.

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