Boost Customer Engagement
Learning Objectives
After completing this unit, you’ll be able to:
- Describe how Agentforce supports commercial teams using Life Sciences Cloud.
- Identify key Agentforce skills for account insights, visit planning, and content engagement.
- Explain how predictive models and AI-powered search improve commercial outcomes.
Deliver Smarter Engagement Across Roles
Customer engagement requires a high volume of personalized interactions. Whether you’re a field rep, a medical science liaison (MSL), or a key account manager (KAM), orchestrating account strategy means combining context across multiple records, interactions, and signals.
Agentforce for Life Sciences Cloud brings that context into your workflow. It helps each persona identify what is most relevant for the next interaction, then take guided actions using the same governed data foundation. In this unit, you explore how field reps, MSLs, and KAMs use Agentforce to prepare, engage, and follow up more efficiently.
Prepare for Engagements with Smart Summarization
Smart Summarization generates a role based pre meeting brief that pulls together key account details, recent activity, and available clinical context. The brief uses role specific templates so different users can start from the same source of truth while seeing information organized around their goals.
Field Reps: Enable Data-Driven Visit Planning
As a field rep, your most valuable asset is time. You’re juggling a full territory, competing for a few minutes on a healthcare provider’s packed schedule, and trying to make each conversation count. The last thing you have time for is digging through outdated records or guessing what message will resonate. You need a solution pronto.
Agentforce delivers that solution.
For example, a field rep prepares for a day of calls and wants to prioritize a physician whose prescribing has recently shifted between the company’s product and a competitor’s product. The rep asks Agentforce to summarize the physician.
Instantly, Agentforce presents a well-crafted pre-meeting brief.
The brief surfaces recent activity, focus areas, and opportunities, then highlights a key change in prescribing trends alongside relevant interaction history logged by the broader team. With that context, the rep can move beyond a generic check-in and prepare a targeted discussion supported by specific, timely insights.
MSLs: Move from Research to Strategic Dialogue
As an MSL, preparation is driven by scientific credibility and governed engagement. Many discussions depend on quickly understanding a key opinion leader’s current work, recent findings, and trial involvement. Smart Summarization reduces the time spent gathering that context so you can focus on the exchange itself.
For example, an MSL is meeting with a leading therapeutic researcher and needs a current view of the researcher’s scientific footprint. The MSL asks Agentforce to generate a summary.
Agentforce provides a brief that surfaces recent trial involvement and highlights a newly published result that is directly relevant to the upcoming discussion. With that insight available at the start of the meeting, the MSL can open with a substantive topic and move more quickly into a peer level scientific dialogue.
KAMs: Align Account Strategy with Key Influencers
As a KAM, your focus is long-term strategy across a system, not a single interaction. It’s important to understand who influences adoption, how priorities connect to your account plan, and where coordinated action can move the account forward. Smart Summarization helps translate detailed information into an account level view that supports planning.
Here’s an example. A KAM is driving adoption of a new therapy within a hospital and wants to understand how a key clinical leader aligns to the account plan. The KAM asks Agentforce to summarize the head of cardiology in the context of the hospital strategy.
Agentforce generates a brief highlighting a recent publication that speaks directly to an objective in the account plan, such as strengthening real-world evidence discussions. With that connection, the KAM aligns outreach and engagement planning across the broader team with greater precision.
Explore More Agentforce Features
While smart summarization is the cornerstone of preparation, Agentforce also helps guide what to do with that information. To help reps prioritize their efforts, AI-powered features analyze data to surface strategic recommendations.
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Next Best Customer (NBC) suggests which healthcare providers to prioritize next based on signals such as prescribing trends and recent digital engagement.
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Next Best Message (NBM) recommends the most effective and compliant product message to use with a specific healthcare professional (HCP), ensuring communication is always personalized and on point.
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Next Best Action (NBA) guides the entire engagement lifecycle by recommending other actions, such as sending a follow-up email, sharing a relevant clinical study, or scheduling a meeting.
Agentforce for Life Sciences Cloud provides the data models and UI components for features such as Next Best Customer, Next Best Message, and Next Best Action. You can either build custom models using Agentforce Studio or use your own models.
Activate the Power of Agentforce
Across this module, you’ve seen how Agentforce unlocks a new way of working in life sciences by combining the precision of real-time data with the flexibility of AI-powered support.
You explored how commercial teams use Agentforce to generate compliant summaries and prepare for high-impact engagements. You saw how clinical teams accelerate trial site selection and participant matching with intelligent workflows. And you followed how patient services teams streamline benefits reverification, summarize outcomes, and reduce manual handoffs.
Agentforce doesn’t replace user expertise. It elevates it. By embedding digital labor into real workflows, it reduces workload, increases consistency, and gives teams more time to focus on what matters–whether that’s getting a patient on therapy, enrolling the correct trial participant, or engaging a provider at just the correct moment.