See What’s New: Agentforce Service, Field Service, Marketing, Commerce
Learning Objectives
After completing this unit, you’ll be able to:
- Describe the latest features and enhancements for Agentforce Service, Field Service & Operations, Marketing, and Commerce.
Agentforce Service
Proactive Service
Shift customer self-service from reactive to proactive support. Proactive Service detects upcoming customer issues, scales self-service resolution guidance, and analyzes results to help customers proactively resolve issues before they escalate.
Customer Signals in Command Center
Monitor customer signals right where you manage service operations—in the Command Center. A unified, single source of truth eliminates the need for app switching, so leaders can swiftly act on the data that matters most.
Self-Learning Knowledge
Analyze your service interactions to identify knowledge gaps and suggest updates, ensuring your content remains accurate, healthy, and optimized for AI. Empower agents and customers with trusted information for faster, more reliable service.
Agentforce Field Service & Operations
Voice to Form
Complete forms hands-free—regardless of complexity—using simple voice commands. Capture information faster and more accurately, and reduce the amount of time spent on manual data entry.
Learn how to set up Voice to Form.
Learn more about Voice to Form.
Native Geographic Information System
Access a complete, 360-degree map view of all jobs, assets, and data directly within the flow of work. Eliminate app switching and easily update map data, even in low-connectivity areas, using the Field Service mobile app.
Dynamic Scaling
Scale your field service operations efficiently using AI-powered optimization that clusters and optimizes up to 50,000 appointments at once. Streamline complex scheduling, tackle bigger territories, and free up time for dispatchers.
Learn how to optimize large field service datasets with Dynamic Scaling.
Agentforce Marketing
Two-Way Email
Transform one-way emails into dynamic, two-way conversations, where every message sparks a conversation. Autonomous AI agents detect a reply, immediately engage with on-brand responses, and escalate to a human when needed.
Multi-Touch Attribution
Visualize how every touchpoint, from the first interaction to final conversion, contributes to the customer journey with Multi-Touch Attribution. Drive smarter budget allocation, improved ROI, personalized experiences, and lower acquisition costs.
Partner Account Linking
Boost engagement by connecting members of a loyalty program with partner accounts to unlock shared rewards, higher tiers, and personalized offers. Capture and track partner-linked activity to power segmentation, bonus points, and tailored loyalty experiences.
Agentforce Commerce
Order Routing
When a location lacks the required product, the operations manager can prompt the agent to remove it from the routing allocation, identify any unfulfillable orders, and—once confirmed—automatically reroute them, preventing fulfillment delays.
BYO Payments with Adyen for B2C Commerce
Adyen merchant accounts now integrate with Salesforce Payments for B2C Commerce, reducing cost and complexity, and eliminating the need for third-party cartridges or switching payment providers. Keep existing rates and centralize payments in Salesforce.
Contextual Search
Contextual search enhances product discovery and improves search relevance with an intuitive understanding of queries. It’s a natively built, AI-powered capability that interprets the meaning and context of a natural language query beyond keywords.