Resolve Cases
Learning Objectives
After completing this unit, you’ll be able to:
- Describe how Product Catalog Management provides the Action Launcher with service processes.
- Explain how Stage Management coordinates automated and manual tasks for complex case resolution.
- List the ways generative AI features assist with case documentation and administrative work.
- Identify the tools available for monitoring service team performance and customer satisfaction.
Put Service Processes into Action
So far in this module, you’ve seen how Agentforce Financial Services helps deflect cases and capture the correct information when a customer needs support.
Now, it’s time to explore how your customer service reps work on and resolve cases. In this unit, you learn how to provide service reps with the best service process in context, coordinate end-to-end resolution across automated and manual steps, and measure service performance and customer satisfaction so that your team can improve over time.
Organize and Open Processes
In the previous unit, you learned about the end-to-end workflows in the service process library. Many service processes are included, so Agentforce Financial Services includes tools to quickly find and suggest the best process for a customer’s needs. This is a big step toward faster case resolution. It drastically reduces handle times and ensures compliance.
Your team starts service processes from the Action Launcher component. With the Action Launcher on your page layouts, reps easily find and open the correct process from their console to perform tasks quickly and efficiently.
To limit a service rep’s options to the most relevant, use Product Catalog Management to define and organize your service processes into catalogs and categories, as with any other product.
With service processes organized into categories in a unified catalog, admins define qualification rules to make sure that only qualified service products appear to reps and customers in the Action Launcher. This configuration guarantees that the options available in the Action Launcher are the most relevant for a customer and their situation.
Product Catalog Management also gives your team a structure to deploy service processes across channels, such as your call center, branches, and self-service sites.
Make your service processes also available to Agentforce to equip AI-powered agents with critical skills. For example, the Agentforce Banking Employee Service Assistant template uses the included Financial Services actions to handle simple tasks and steps within larger, end-to-end automated processes.
Resolve Cases
After a customer service rep opens a process, they work toward resolving the case. Three features help them resolve cases, working hand-in-hand with service processes.
- Integrations
- Stage Management
- Generative AI
Explore each feature in detail in the following sections.
Integrations
Data integrations with your core banking system help your service processes quickly resolve cases.
The APIs in Agentforce Financial Services align with the Banking Industry Architecture Network (BIAN) model. This standardized framework is designed to improve integration in the financial services industry. The APIs in Financial Services work with tools such as MuleSoft Direct for Agentforce Financial Services to help your admins and developers deliver solutions faster with prebuilt solutions for business-critical operations.
Stage Management
Use Stage Management to manage complex processes, such as transaction disputes, that include both manual and automated tasks completed by your team and external services. Stage Management defines a comprehensive workflow and guides your team through stage transition criteria for manual tasks.
For example, check out how Stage Management is put to work for a chargeback dispute.
For automated tasks, Stage Management handles callouts to third-party APIs and other systems through Integration Definitions and Named Credentials. Your team monitors the real-time status of each data integration process by using the provided components. If an integration fails, the system attempts the callout again. These subsequent attempts make sure that temporary network or system failures halt the review process only for a moment, contributing to quicker resolution times.
Stage management coordinates manual tasks, too, in addition to automated processes. If your institution works with an external partner for these tasks, your team can also use Stage Management to assign these tasks to those agencies.
These tools help eliminate time wasted chasing down information and assignments, and improve case-tracking.
Generative AI
As a case closes, your reps track the outcomes and leave notes for the next customer service rep, relationship manager, or other banker who works with the customer next.
To help your team keep comprehensive notes quickly, add generative AI features to tackle administrative work. For example, Salesforce AI features can instantly generate interaction summaries and case summaries, so reps spend less time on notes and more time helping customers.
See Auto Complaint Summarization for Complaints Management in Salesforce Help for how to generate these summaries on customer complaints.
Track Work and Service Rep Effectiveness
After service processes are in place, service leaders need visibility into what’s working and where teams can improve.
Equip service managers with real-time operational reports to monitor team performance, optimize resources, and improve your processes. Add Tableau dashboards to provide service leaders with real-time operational reports. These dashboards monitor team performance, track case volume, average handle time, and channel performance. Managers drill down into individual and team performance dashboards to identify top performers and coaching opportunities based on the data.
To collect specific critical metrics, such as customer satisfaction, add Salesforce Feedback Management to send dynamic surveys and visualize feedback trends. Complete Design and Distribute Surveys with Salesforce Feedback Management on Trailhead to learn more.
Wrap Up
In this module, you learned how to transform customer service with Agentforce Financial Services by streamlining case deflection, resolution, and tracking. You discovered how Agentforce Financial Services acts as a unified platform, replacing complex, siloed legacy systems to empower your service reps.
Now, take this knowledge and put it into action.
Configure Agentforce Financial Services to unlock your data, automate your processes, and deploy secure, compliant AI to achieve true service excellence. Or create a trial org and try some of these features for yourself.