Explore Agentic Skills for Customer Service
Learning Objectives
After completing this unit, you’ll be able to:
- Explain the basic steps to set up an agent in Agentforce Consumer Goods.
- Describe the use cases for Agentforce for customer service.
Explore Agentforce Solutions for Consumer Goods
In the previous unit, you learned about the AI capabilities for Consumer Goods, and the benefits of Agentforce for customer service. You also briefly learned about agentic skills, such as telesales, visit management, and customer service. In this unit, you delve deeper into the customer service skills that are available through Consumer Goods. You explore a few use cases in which telesales reps use agentic capabilities for your business. Before getting into each use case, here’s how to start with Agentforce for customer service.
- Enable Agentforce and set up Einstein generative AI.
-
Create an agent from an Agentforce Employee agent template and deploy it for any of the use cases.
- Create a prompt template, and use the template to create an action that includes instructions for the agent.
- Create a topic that uses the agent action.
- And finally, activate your agent.
For Consumer Goods, specific Apex variables are configured by default with invocable actions that are shipped with the Consumer Goods managed package. You can configure these settings to make the agent suit your business needs.
Now that you’ve created the agent, here are a few examples of utterances to start using Agentforce topics and actions for Consumer Goods. Interact with the agent through typed commands. These utterances are also voice-enabled so you can use spoken commands to make this functionality even more accessible.
- Tell me about the NTO Store #201 account.
- Can you recommend the top-selling items for NTO Store #201 based on past orders?
- Schedule a visit for NTO Store #201 next week.
Now, explore each use case.
Summarize Account Records
While interacting with a customer, a telesales rep sometimes needs data such as past inspection visits, recent shipment, or promotion recommendations for a low-selling product. When the rep asks the agent to summarize the customer account, the agent provides these details using the Summarize Account Record action and Account Summary topic.
Here’s a snapshot of how it works.
The account summary includes a detailed overview of the account based on historical data, along with the retail store compliance summary for facing, promotion, shelf-share, and out-of-stock products. It also includes key account performance insights such as the highest and lowest performing products and revenue from orders. Plus it provides data on historical orders and visit analysis for insights on operational issues and product placements. This data is sorted by accounts, overdue tasks, and sales trends.
Provide Upselling Assistance
Certain products do well in the market without any additional efforts, while others don’t. Customers often need help upselling those low-performing products. And this is where Agentforce shines.
Thanks to Agentforce, telesales reps now have easy access to account performance insights such as historical and transactional data. Reps use this valuable data to help their customers sell the low-performing products using attractive offers and discounts.
Using the Recommend Products to Upsell action and Product Recommendations topic, a telesales rep can quickly get the details they need to provide upselling recommendations while they’re taking orders. Not only that, the rep can also answer customer queries related to active promotions.
Schedule Store Visits
When a telesales rep is serving a customer, they can see when the store was last visited. The rep determines the requirement of a store visit by the in-store information provided by the agent. This information includes promotional data, product surveys, or the shelf share. Or sometimes the customer or store manager requests a visit while interacting with the agent or telesales rep. The agent then schedules a visit to the store at a specific date and time as per the customer’s convenience.
Use the Schedule Visit action and the Visit Management topic to manage visits for an account.
What’s Next
In this unit, you learned how Agentforce helps telesales reps and customers in various use cases. In the next unit, see how these use cases help you build a strong relationship with your customers and ultimately help your business reap greater benefits.