Get Started with Agentforce Financial Services for Retail Banking

Learning Objectives

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

Describe the operational challenges facing modern retail banks.
Explain how Agentforce Financial Services unifies data to help banks better understand retail customers.
List the core features for retail banking in Agentforce Financial Services.

Before You Start

Before you start this badge, consider completing this recommended content.

Agentforce Financial Services Basics

Financial Services Cloud is now called Agentforce Financial Services. You might see references to Financial Services Cloud in our application and documentation.

The State of Retail Banking

Retail banks are critical to the modern economy, moving money through the system and helping customers make the most of their earnings.

In recent years, however, many retail banks have faced challenges with siloed systems, fragmented data, and manual work that slows down sales and customer service. Administrative tasks too often burden bankers, which keeps your institution from deepening customer relationships.

These challenges can cause banks to fall short of customer expectations for immediate service resolution and personalized, proactive advice. And, in a competitive marketplace, customers take their money to the bank that best meets their needs.

Fortunately, Agentforce Financial Services equips your team to exceed customer expectations, with intelligent tools that make common service and banking tasks simpler for both customers and your team.

In this badge, you learn about the features that help retail bankers. You start with the basics in this unit, and then follow a retail banker through a typical day in the next unit.

Agentforce Financial Services for Retail Banks

Agentforce Financial Services provides tools such as autonomous AI agents that take action to resolve inquiries and execute banking workflows. These tools help banks deliver and scale growth, provide proactive service, and develop deep customer loyalty.

How? As you learned in Agentforce Financial Services Basics, the platform provides critical features that apply to retail banking. Here’s a recap of what you can do.

Connect and synchronize Salesforce and your core banking systems with Data 360 and included integration tools to provide frontline retail bankers, service reps, and AI agents with a better understanding of clients through unified profiles.
Simplify and customize your onboarding workflows with Integrated Onboarding, reducing client and staff effort.
Resolve customer issues quickly and provide self-service features to deflect cases with Experience Cloud and included customer service workflows.
Complete common tasks like account updates with AI-driven automations, such as the Agentforce Banking Customer Service Agent, to free bankers and service reps to focus on relationships.

Those features are just the start. Add Digital Origination so bankers can open accounts directly within the Salesforce console. Digital Origination also creates a simplified process for transferring lending referrals, such as home loans, to licensed loan officers for origination on the same platform.

Whatever features you use, Agentforce Financial Services includes built-in trust and compliance guardrails to make sure that human reps and AI agents follow the same rules and security protocols. To provide even more compliance rigor, add Process Compliance Navigator to set up and monitor controls for any retail banking task.

Do More with Retail Banking Features

Now that you explored how these foundational capabilities apply to retail banking, dive deeper into the specialized tools built for your frontline team's daily tasks.

A Dedicated Console

Administrative tasks overwhelm many bankers. They wrestle with fragmented views of customers and struggle to spot cross-sell opportunities.

Agentforce Financial Services helps solve this challenge with the included Retail Banker console.

A customer profile layout in the retail banker console.

The console provides a dedicated workspace where retail bankers can view complete customer profiles that include financial goals, life events, and account balances all on a single screen. Start with the console and work with Salesforce admins to quickly customize it to your team’s needs.

Proactive Engagement Tools

Agentforce Financial Services delivers insights about existing clients directly to bankers and service reps. That means no more waiting for a service call or searching for the next best upsell opportunity.

For example, Contextual Alerts highlight information such as large deposits from third-party and core banking systems directly within Salesforce. Other features, such as Calculated Insights, can flag at-risk customers to intervene with retention strategies and relevant offers.

Simplified Sales

Bankers who grow revenue efficiently focus on the most promising leads. Actionable Segmentation provides bankers with lists of customers likely to convert to a new product. Your team designs these lists to group client profiles and design personalized, timely outreach.

To ensure a consistent customer experience, your team can use the Action Plans feature. Each plan combines templated tasks and document checklists so every banker follows the same process.

Plus, for onboarding, reduce drop-off rates by standardizing and automating data collection and risk screening with the Discovery Framework and Know Your Customer (KYC) features. See Customer Onboarding in Agentforce Financial Services to learn more.

Automated Workflows

Agentforce for Financial Services simplifies customer conversations for bankers and service reps.

That starts with Agentforce agents that autonomously handle routine customer inquiries and draft empathetic responses, escalating to humans only when necessary.

For example, consider this Agentforce discussion between an agent and a customer about an overdraft fee.

See Agentforce for Financial Services to learn more about the included Agentforce templates.

When a banker or service rep handles complex customer needs, automated service processes guide them through detailed resolution paths while enforcing compliance. Learn more about these features in the Service Excellence with Agentforce Financial Services badge.

Branch Management

Whether your bankers and service reps work in physical or virtual branches, use Branch Management to define branch hierarchies, assign staff, and attribute revenue and interactions to specific locations.

Your admin team configures the Record Association Builder to automatically assign records—such as customer accounts, financial accounts, and cases—directly to a user's branch. Branch Manager Dashboards then visualize performance and productivity across branches, helping leaders identify coaching and staffing opportunities.

See Branch Management in Agentforce Financial Services in Trailhead for details.

What’s Next?

In this unit, you learned how Agentforce Financial Services and Salesforce helps retail banks overcome common operational challenges. The system provides unified data and core features—Retail Banker console, Contextual Alerts, Agentforce agents, automated workflows, and more—to help bankers focus on relationships and growth.

In the next unit, follow a retail banker as they use these features in day-to-day work.

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