Capture and Process Cases

Learning Objectives

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

Describe how Agentforce Financial Services streamlines case intake.
Explain how to verify a customer’s identity for secure case management.
Identify the key features of the unified service console.
Describe the core technologies that provide end-to-end service processes.

Streamlined Intake

While self-service tools help deflect many inquiries, some customer needs still require direct support from your service team. In those moments, the quality of case intake matters. Customer service reps need to capture the correct information quickly, verify identity securely, and move into resolution smoothly.

In this unit, you explore how Agentforce Financial Services supports effective case intake and processing. You learn about tools that help teams capture accurate information, verify customer identities, and manage cases with confidence from the first interaction.

Start by learning about the service console, where your reps do this work.

Service Console

In the previous unit, you learned that your customers have a self-service portal to work from. Well, your reps have their own special view to intake and manage cases.

Agentforce Financial Services gives your team the tools to create a unified service console. This console provides a single, 360-degree view of the customer. The view includes real-time balances and transactions with Financial Accounts 360, plus a cross-departmental history of your customer relationship with Interaction Timeline.

Here’s an example with the Action Launcher, Financial Accounts 360, and the Interaction Timeline, among other features.

A customer’s account record page.

By using the console view, your reps get immediate context and a way to quickly start processes without switching to other systems.

Simplified Intake Forms

From the console, your reps can quickly access simple, purpose-built intake forms when a customer reaches your call center.

Use Discovery Framework to design forms tailored to different service needs. Discovery Framework works with Omnistudio Omniscript and Flexcards to create dynamic questionnaires your reps use to collect and validate data.

For example, this transaction dispute form surfaces enriched transaction data and prompts only the questions needed for that specific request.

A transaction dispute assessment built with Discovery Framework questions.

Forms such as this give your reps a simple tool for case intake and assessments.

Identity Verification and Customer History

One critical part of intake is verifying a customer’s identity. Identity verification ensures that sensitive actions, such as account changes or transaction disputes, are handled securely.

Agentforce Financial Services includes out-of-the-box capabilities to verify a caller’s identity using data from Salesforce and connected systems before sharing any sensitive information. The Know Your Customer (KYC) data model stores the customer details needed to verify their identity.

Use Caller Identity Verification, a customizable flow that guides reps to confirm details such as a caller’s Social Security number, date of birth, or driver’s license number. Customize your identity verification process to meet your business and legal requirements.

This verification flow creates party identity verification records for each verification attempt. Your team audits the results of these verifications to help detect potential identity fraud and meet compliance standards.

Service Process Library

After a service rep understands a customer’s issue and that customer’s identity is verified, the rep can provide efficient help using workflows. These workflows are set up by admins who can start from the library of reusable service process templates in Agentforce Financial Services.

These service process templates provide a starting point to build end-to-end workflows for common tasks such as transaction disputes, fee reversals, and check payment stops. Modify and extend sample processes to save your team time and avoid building processes from scratch.

Various technologies work together to help manage these service processes. Here’s a quick overview.

Unified Catalog helps your team quickly design case-driven service processes from request through fulfillment. Reps open these processes to perform all types of activities.
Omniscript works with service processes to provide forms for assisted and self-service intake. Omniscript helps your team quickly design guided paths for reps and customers to complete a process. Complete Omnistudio Omniscript Fundamentals on Trailhead to learn more.
Business Rules Engine automates complex decisions and defines eligibility or qualification criteria quickly and efficiently. For example, Business Rules Engine provides the logic to reject a new checkbook request if an active request is pending.
Flow and Flow Orchestration completes complex service processes to close a case, coordinating step-by-step activities and manual work items. Flow Orchestration is especially helpful for service processes that require multistage, multiuser, and cross-departmental collaboration.
Data Consumption Framework and Integration Definitions connect to external banking systems to run tasks such as updating addresses or blocking credit cards.

Together, these tools give your team a rich tool set to customize your processes.

Plus, other specialized end-to-end processes help meet the specific needs of financial institutions such as yours. For example, Transaction Dispute Management simplifies dispute resolution through automation and out-of-the-box integrations with partners. The Complaint Management feature supports handling other customer complaints in one system, helping to cut costs and adhere to regulatory compliance.

If your customer service team also handles delinquent accounts, add collections and recovery features to Agentforce Financial Services. See Collections and Financial Recovery in Salesforce Help for details.

What’s Next

In this unit, you learned that Agentforce Financial Services streamlines case intake through a unified service console, simplified forms, secure identity verification, and reusable service process templates.

Now, check out how those features work. In the next unit, you learn how to use service processes to resolve cases.

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