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Increase Sales Productivity with Agentforce for Commerce

Learning Objectives

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

  • List how Agentforce Skills For Merchandising helps merchandisers and sales teams.
  • Set up Agentforce Skills For Merchandising in your store.

Benefits of Agentforce Skills For Merchandising

Agentforce uses the power of generative AI to provide more personalized communication with customers and help merchants convert more shoppers. Electra’s commerce team starts by using Agentforce Skills For Merchandising to help their merchandisers get business insights and create promotions. This AI agent analyzes store performance data and develops strategies to make the most of product performance, move slow-moving inventory, and increase cart conversion. The team can ask it questions and tell it to perform requests using natural language instead of code.

For its first task, the commerce team wants Agentforce Skills For Merchandising to help sell slow-moving inventory to clear up warehouse space. In the past, merchandisers ran reports to find low-performing categories and then created each promotion manually. This time, the team wants to speed up the process using AI.

Set Up Agentforce Skills For Merchandising

Electra’s sales team asks Salesforce admin, Imogen, how to get started. She explains that Agentforce Skills For Merchandising, is designed to calculate average order value (AOV) and conversion rate metrics from store data. The agent can also create promotions based on those metrics or user instructions. The agent's actions are based on standard predefined topics.

  • Insights Business Objectives: get business summaries on average order value and site conversion data
  • Commerce Promotions: create promotions based on business insight data and specific criteria

These topics give the needed context and limits to make sure Agentforce Skills for Merchandising provides business insights and creates promotions in an organized and controlled way.

Imogen also explains that Agentforce Skills For Merchandising requires an Einstein Generative AI setup. The setup includes:

  • Verify Data 360 in your org
  • Turn on Einstein Generative AI
  • Set up Einstein Trust
  • Turn on Einstein Data Collection and Storage

To learn more, see Set Up Einstein Generative AI.

Imogen already has Einstein Generative AI setup for Electra’s org so they're good to go!

In this module, we assume you’re a Commerce Cloud administrator with the proper permissions to use Agentforce Builder. If you’re not an administrator for Commerce Cloud, that’s OK. Read along to learn how your admin would take the steps in a production org. Don't try to follow these steps in your Trailhead Playground. Commerce Cloud isn't available in the Trailhead Playground.

Let’s follow along to see how Imogen enables Agentforce Skills For Merchandising for Electra’s store.

Enable Agentforce Skills For Merchandising

  1. Enable Einstein
    1. In the Commerce app, click Setup and choose Setup.
    2. In the Quick Find box, search for and select Einstein Setup.
    3. Ensure the Turn on Einstein toggle is set to On.
    4. Refresh your browser to reload Setup.
  2. Enable Agentforce
    1. In the setup Quick FInd Box, search for and select Agentforce Agents.
    2. At the top of the Agents page, click the Agentforce toggle, and ensure it is On.

Add Agentforce Skills For Merchandising Topics

Topics define what the agent can do. Add the predefined Commerce Promotions and Insights Business Objectives topics to your agent.

  1. In the Commerce app, click Setup and choose Setup.
  2. In the Quick Find box, enter Agents, and then select Agents.
  3. Select an agent, or create an agent.
  4. On the Agent Details page, click Open in Builder.
  5. In the Topics component, select Add From Asset Library from the dropdown. If the dropdown is disabled, deactivate the Copilot and try again.
  6. Select one or both of these topics.
    1. To create promotions and access templates, select Commerce Promotions.
    2. To get recommendations to improve Key Performance Indicators (KPI) based on your store’s data, select Insights Business Objectives.
  7. Click Finish.

Test and Launch Agentforce Skills For Merchandising

In Agentforce Builder, Imogen uses Conversation Preview to test Agentforce Skills for Merchandising and make sure that Agentforce Skills For Merchandising works as expected.

Test the agent to ensure good performance before launching it. After you activate Agentforce Skill For Merchandising , it can help you create promotions, and get insights on average order value and site conversion.

Test the Agentforce Skills For Merchandising actions.

  1. Click Setup and select Setup.
  2. In the Quick Find box, search for and select Agents.
  3. Select your Agentforce Skills For Merchandising agent.
  4. On the Agent Details page, click Open in Builder.

Test the agent's actions.

  1. In the Conversation Preview window, enter some text in the dialog box. Use natural language to try out Commerce Promotions and Insights Business Objectives topics.
  2. Follow the prompts from Einstein as you fine-tune your request.
  3. Review the list of actions taken to get the response. Continue this process until you’ve reviewed the necessary test cases to ensure a good experience for agent users.
  4. Assign permissions for the agent to permission sets and user profiles.
  5. When you’re ready to launch the agent, click Activate. After the agent is activated, it’s immediately available to the users who you’ve given access to.
  6. To interact with the agent, click Einstein in Lightning and type a phrase, also known as an utterance, to get started.

Success with Agentforce Skills For Merchandising

Imogen created Agentforce Skills For Merchandising for their store. The sales team can use it to review store business metrics and create promotions automatically.

One of Electra's merchandisers used Agentforce Skills For Merchandisers to find the product with the highest average order value (AOV). They made a promotion to increase sales by giving customers a 5% discount if they buy $3,000 worth of all-weather tires in the next week. The promotion was emailed to all dealerships that aren’t in snowy areas. The dealerships responded to the promotion, and sales of the product increased by 58%. The project was a success, and the company decides to run a promotion targeting the products with the lowest AOV the following week.

In this unit, you discovered the power of unifying Commerce Cloud with Sales Cloud to unlock new levels of business efficiency. Then you set up Agentforce Skills For Merchandising to help merchandisers easily create promotions and move inventory. Finally, you saw how quickly creating and sending out promotions can lead to quick sales.

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