Drive Sales and Customer Engagement
Learning Objectives
After completing this unit, you’ll be able to:
- Identify the key capabilities of the Automotive Sales Concierge agent.
- Describe the key capabilities of the Sales Planning agent.
- Describe the key capabilities of the customer engagement agents.
- Identify how agents support the automotive sales and customer engagement lifecycle.
Overcome Sales and Engagement Challenges
Automotive sales teams spend valuable time following up with customers, scheduling test drives, and navigating multiple systems. Sales managers need visibility into pipeline health, while customer service teams must respond quickly to customer requests.
Agentforce for Automotive Cloud addresses these challenges with three purpose-built agents to handle routine information gathering and system navigation. In this unit, you explore how sales teams can use agents to focus on what they do best: judgment, relationships, and decisions.
Craft a Personalized Purchase Experience with Automotive Sales Concierge
A vehicle sale often requires sales reps to gather information from multiple sources in a short amount of time. During a single customer visit, a rep may need to check inventory across locations, review pricing and discount eligibility, or initiate a trade-in appraisal.
The Automotive Sales Concierge agent template brings these tasks into a single conversation. Whether they’re locating a product, preparing a quote, or scheduling a test drive, the agent keeps customer context together throughout the interaction.
This account summary shows how the agent presents customer information within the conversation.
With that context in view, the rep can move from discovery to action without reopening the same records. For example, a customer visits the Austin dealership looking to trade in their current vehicle for a new SUV.
Using a single conversation, the rep can review customer information, identify suitable vehicles, prepare a quote, and follow up with the customer, all without leaving the conversational interface, which maintains the personal touch.
Two subagents make this work. Automotive Sales Concierge manages customer interactions such as vehicle searches, trade-in appraisals, quotes, and test drives. Industries Sales Concierge retrieves product, pricing, distributor, and asset information needed to complete the transaction.
Salesforce also provides Automotive Sales Concierge for Partners through Experience Cloud. It extends selected capabilities to partner dealerships across the dealer network.
Optimize Sales Operations with Sales Planning Agent
Automotive sales planning extends beyond individual transactions. Sales managers monitor territory performance, manage sales agreements, and turn manufacturing forecasts into opportunities. The Sales Planning agent template helps sales managers plan more effectively and operate efficiently.
Three subagents support distinct parts of the process. Sales Agreement Management analyzes performance and agreements. Sales Agreement Bulk Update applies changes across multiple agreements. Program Forecasts to Opportunities converts manufacturing forecasts into sales opportunities.
For example, a sales manager preparing for a quarterly review identifies several agreements that require the same product update. The Sales Agreement Bulk Update subagent applies the change across the selected agreements.
This conversation shows the agent updating a product across multiple sales agreements.
This gives the sales manager a place to review business performance, identify agreements that require attention, and create new sales opportunities to keep the pipeline moving.
Bring Customer Context Together
While the Automotive Sales Concierge focuses on the purchase process, a set of customer engagement agents supports the broader relationship by bringing customer, vehicle, financial, and dealership information into the conversation.
Several agents and their subagents contribute to that context.
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Driver Profile Summary agent uses the Driver Account Summary to retrieve a summary of the customer’s account and associated vehicles.
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Driver Finance Profile Summary agent uses Driver Account Summary and Driver Finance Account Summary subagent to retrieve associated financial accounts.
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Dealership Navigator helps locate dealerships through three subagents. Dealer Search Generic, Dealer Search Vehicle Service, and Dealer Search Test Drive locate dealerships and help schedule service appointments or test drives.
With customer and vehicle context in view, a rep can move directly to the next task. For example, a service rep preparing for a callback asks the agent for a synopsis on the customer’s account, vehicles, financial information, and open cases. If the customer needs an appointment, the agent helps locate a dealership and schedule the visit.
A Connected Sales and Engagement Experience
It’s Monday morning at a busy dealership, and the sales, service, and management teams are preparing for another full day. A customer walks in looking for a pre-owned SUV under $40,000. The sales rep asks the Automotive Sales Concierge agent to find matching vehicles nearby, reserve the best option, and schedule a test drive for Saturday. Within seconds, the inventory is checked, and the appointment is booked.
Later, a service rep prepares for a customer callback. Before making the call, the rep asks the Driver Profile Summary and Driver Finance Profile Summary agent for an account summary. With the complete customer context available in one place, the rep is ready to continue the conversation without searching through multiple systems.
At the end of the day, the sales manager reviews team performance. Using the Sales Planning agent, the manager requests a summary of the Southwest region, identifies sales agreements nearing expiration, and generates new opportunities from manufacturing forecasts to keep the pipeline moving.
Each agent supports a different part of the business, but together they cover the full customer lifecycle from first contact to closed deal. Sales reps, service reps, and managers spend less time searching for information and more time helping customers.
Next Up
In this unit, you explored sales and customer engagement agents. In the next unit, you explore how the Cloud extends into service, warranties, and inventory.