Transform Customer Service for Financial Services
Learning Objectives
After completing this unit, you’ll be able to:
- Explain the challenges of traditional customer service in financial services.
- Describe how Agentforce Financial Services provides a unified platform for customer service.
- List the critical elements in the service solutions offered by Agentforce Financial Services.
Before You Start
Before you start this module, consider completing this recommended content.
Financial Services Cloud is now Agentforce Financial Services. You might see references to Financial Services Cloud in our application and documentation.
The Challenges of Traditional Customer Service in Financial Services
In financial services institutions, customer service teams face time-sensitive and high-risk issues, such as fraudulent charge disputes and account access. These issues are stressful for customers, who have high expectations for how quickly and efficiently their issues are resolved.
Is your institution ready to meet customer expectations?
Customer service reps are often burdened by decades-old and disjointed legacy systems. These disparate, siloed systems make it hard for reps to find actionable information and deliver fast service experiences. As reps search for this information, they too often ask customers to repeat the same information across service interactions. And as organizations collect more data, customers increasingly expect their information to be used to deliver smoother, more personalized service.
The good news? Your institution can transform this experience for both your customers and customer service teams. Agentforce Financial Services, formerly called Financial Services Cloud, includes a comprehensive set of capabilities to help your reps deliver service excellence.
In this module, learn how Agentforce Financial Services provides reps with the data and tools to resolve issues efficiently.
Agentforce Financial Services for Customer Service
Agentforce Financial Services provides a deeply unified platform that connects your data from disparate systems into a single source of truth. It embeds autonomous AI agents directly into the flow of work to handle research and administrative work. As a result, your bankers, wealth managers, and customer service representatives can spend less time on manual work and more time deepening customer relationships.
With Agentforce Financial Services, reps get a 360-degree view of each customer, which includes their financial portfolio, family context, and life goals. This perspective helps reps and teams to quickly and precisely understand a customer’s current situation and move beyond basic troubleshooting to deliver fast, efficient, and personalized support.
Agentforce Financial Services also accelerates service delivery with a library of prebuilt, out-of-the-box service process workflows that automate high-volume requests. Salesforce admins can quickly deploy configurable templates for common tasks, such as address updates, fee reversals, and transaction disputes. These processes make sure that your team handles every interaction quickly, consistently, and accurately according to your business rules.
AI-powered agents can use these same processes to help your team work more efficiently. For example, use the prebuilt Report Lost Card topic in an Agentforce agent to streamline that process. A rep or customer simply tells an agent the situation, and the agent then acts for a fast, secure resolution.
In summary, Agentforce Financial Services helps your institution achieve service excellence by connecting your data, embedding AI directly where your teams work, and automating processes.
Explore Service Tools
Great customer service doesn’t come from one tool; it comes from a whole system of tools that work together. Agentforce Financial Services is a system of several tools, data models, and business processes that work in concert to provide great service.
For Agentforce Financial Services, the trusted bedrock of customer service is the Salesforce Platform and Agentforce Service. With these elements as your customer service foundation, your team gets the trusted, configurable tools they expect from any Salesforce product.
While Agentforce Financial Services is powerful on its own, adding Data 360 unlocks the platform’s full potential by breaking down information silos. Data 360 connects and harmonizes data from disparate sources, including core banking systems, to create a single, unified, actionable source of truth. This unified data layer provides information to your analytics and AI agents, transforming static information into the insights needed to deliver personalized service across every workflow.
Within Agentforce Financial Services, your data is stored in data models designed specifically for financial services institutions. Your institution gets data models for retail banking, commercial banking, wealth management, lending, and other business lines. Complete Agentforce Financial Services Data Modeling on Trailhead for details about the included data models.
Your customer data is then used to automate many common tasks with the help of prebuilt business processes. For example, Agentforce Financial Services includes business processes for transaction disputes, address updates, and fee reversals that can help your customer service team be more effective.
Unified Catalog powers the design of these case-driven service processes, providing a framework to handle requests from intake through fulfillment. While Service Process Studio can also manage workflows end to end, Unified Catalog offers a more integrated and streamlined experience for modern service design.
Product Catalog Management then organizes these service processes into catalogs and categories, applying qualification rules to ensure that only relevant processes are available across channels. The Action Launcher component shows these eligible processes to help your reps and customers work efficiently. You explore Unified Catalog and the Action Launcher later in this module.
Finally, Agentforce uses your data to unlock service scale with secure AI based on your policies, procedures, and controls. Use the prebuilt agent templates for financial services, such as Banking Service Customer Assistance, to quickly deploy autonomous agents to handle high-volume inquiries, such as lost cards and fund transfers. These agents don't just chat—they act. By using unified Salesforce data and integrating directly with your core banking systems, Agentforce agents complete complex transactions in real time, freeing your human teams to focus on high-value customer relationships.
What’s Next
In this unit, you learned how Agentforce Financial Services helps overcome the challenges in traditional financial customer service. It provides a unified platform for customer relationships. Agentforce Financial Services uses the Salesforce Platform, specialized data models, automated business processes, and Agentforce AI tools to help reps achieve service excellence.
In the rest of this badge, you learn how your team can use these tools and features to manage the entire case management lifecycle. They help your institution deflect cases or intake, process, and manage cases when deflection isn’t possible.
In the next unit, explore features for case deflection.