See What’s New with Industries

Learning Objectives

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

• Describe how Agentforce skills enhance industry-specific processes across Automotive, Communications, and Financial Services.
  
• Explain how Common Layer enhancements improve data management with Expression Set improvements and Composite Writeback capabilities.
  
• Describe how specialized AI agents can simplify workflows in Healthcare, Manufacturing, and Public Sector environments.
  
• Explain how Media and Nonprofit solutions improve efficiency in campaign management and fundraising activities.
  
• Describe how Consumer Goods Cloud enhances telesales and visit management through specialized Agentforce skills.
  
• Outline two new capabilities in Education Cloud that improve student experiences.
  

Automotive

Agentforce for Automotive: Service Processes (Payment Deferral)

Better assist customers who are unable to meet their payment schedules. Automate deferment requests, automatically assess eligibility, and communicate revised terms to users with the help of AI agent skills.

Agentforce for Automotive: Service Processes (Due Date Change)

Improve satisfaction with recurring loan or lease payments by automating due date change requests. Easily capture the new due date, verify the customer’s eligibility, and finalize the new terms with the help of AI agent skills.

Agentforce for Automotive: Inventory Management

Better meet customer demand with assisted inventory management search. Sales or service representatives can use natural language to search for vehicles or parts across locations with the help of AI agent skills.

Common Layer

Expression Set Enhancements

Improve agility with a simplified way to map variables on replacing a sub-expression or lookup in an Expression Set. Entrust business users to write rules with IsNull/IsNotNull functions. Get additional flexibility to control decimal precision on the Calculation output with context-based Expression Sets.

Composite Writeback

Using Data Cloud, write related data to two or more objects in the same transaction to ensure transactionality and data integrity.

Large-Scale Data Transformation with Data Cloud

Achieve efficient, high-volume data processing while maintaining consistency and accuracy across systems by reading data from related objects, transforming it, and writing the results to Data Cloud or Core.

Communications

Agentforce for Communications Billing Resolution

Improve customer satisfaction with Agentforce for Communications Billing Resolution. Entrust customers and customer service representatives to quickly access billing details, understand charges, and resolve disputes.

Invocable Cart Actions for Agentforce

Equip reps with readily available Configure, Price, and Quote tools within Agentforce, simplifying complex sales processes into swift, personalized guided orders and quotes.

TM Forum Enhancements

Automate sync for Customer, Inventory, Agreement, and Order data via TMF APIs (622, 629, 632, 637, 651). Send outbound notifications on data changes to ensure accuracy and boost efficiency for sales, service, and operations teams.

Enterprise Sales Management Enhancements

Streamline your sales process with Enterprise Sales Management enhancements. Available in the managed package, the enhancements deliver faster cart updates, improved performance, and enhanced usability for increased efficiency.

Consumer Goods

Agentforce for Consumer Goods: Telesales

Give autonomous agents the ability to highlight the best products at the best price instantly to maximize revenue on every call. Agents can generate pitches for the suggested products tailored to the account.

Agentforce for Consumer Goods: Visit Management

Let autonomous agents create visits to get products to customers faster. Agents can assign products and a driver to the visit based on the driver’s schedule, available inventory, and customer needs.

Consumer Goods Cloud: Mobile App Enhancements

Connect to other internal and external apps to exchange information and take action. Share important context between apps to identify what data needs to be exchanged, such as customer accounts and their related KPIs.

Education

Agentforce for Education: Student Recruitment

Nurture prospective students and keep them moving throughout the funnel, 24/7. Let the agent answer questions, qualify prospects, register them for campus tours and events, and even start their application.

Application Preferences

Gain a deeper visibility into location preferences and streamline application reviews by campus or school. Allow applicants to rank their preferred locations during the application process. Use this information to inform offer decisions and retain more applicants within your multi-campus system.

Campus and Program Finder

Guide students to the schools and programs closest to them. Allow students and families to browse, search, and filter campuses and programs by location, major, grade level, and more. Display results in a list or on a map with embedded calls to action for inquiries and information requests.

Academic Operations Enhancements

Extend the power of Education Cloud with next-generation student information system (SIS) capabilities. Institutions can now streamline and modernize critical academic operations. Staff can design and implement auditable academic policies, manage holds and blocks for students, and simplify registration with a unified experience. Students can easily find classes, check availability, confirm enrollment eligibility, and complete registration, all in one place.

Energy & Utilities

Commodity Usage DMO and Data Kit for Energy Insights

Improve energy usage, reduce costs, and lower carbon emissions by using historical usage data and personalized insights.

Timesheet and Labor Cost Optimization Enhancements

Allow technicians to clone and template timesheets. Entrust crew leads to create and edit timesheets for any or all of their crew members, submit approvals directly on mobile, manage their time details, simplify time management, and enhance accuracy.

Financial Services

Agentforce for Financial Services: Banking Service Assistance

Automate routine banking tasks and entrust customer service reps with agentic AI to deliver better personalized experiences and streamline CSR client engagements.

Agentforce for Financial Services: Insurance Service Assistance

Reduce hold times by summarizing key policy details for faster call resolutions with Agentforce Insurance Service Assistance. Enhance efficiency by delivering AI-powered answers to enhance customer interactions and boost productivity.

Agentforce for Financial Services: Loan Product Assistance

Increase loan volume and efficiency with Agentforce, purpose-built for lending. Reduce loan officer workload, speed up prequalification, and provide affordability guidance. Deliver personalized customer experiences that increase loan approvals.

Health

Agentforce for Healthcare: Home Health (Quoting & Budgeting)

Reduce the burden on care coordinators and schedulers with an AI agent that can suggest relevant home care services. Build quotes by looking at coverage details, and get patient approvals for the suggested services and quotes.

Disease Surveillance Enhancements

Get a unified view of all cases in the disease surveillance console application. Refine the disease investigation process by automatically generating case records from incoming lab report documents.

Agentforce for Healthcare: Disease Surveillance (Case Classification)

Help public health investigators manage cases better with an AI agent. Accurately and automatically classify incoming cases into categories like confirmed, suspected, and probable based on disease definitions.

Life Sciences

Site Selection and Activation

Simplify site and investigator selection for clinical trials with AI-generated feasibility questions, site recommendations, and summarizations.

Agentforce for Life Sciences: Clinical Trials (Site Selection)

Expedite the site selection for trials with an Agentforce-enabled criteria-based filter and summary. Automatically send out feasibility questionnaires to shortlisted sites.

Agentforce for Life Sciences: Patient Services (Benefits Verification)

Automate interactions with patients for reverification of benefits with Agentforce. Validate the request details via email and seamlessly update new information.

Pharmacy Benefits Verification Enhancements

Accelerate the validation of program enrollee benefits and boost patient services rep productivity with automated electronic benefits verification powered by Infinitus.

Manufacturing

Agentforce for Manufacturing: Proactive Maintenance

Schedule service appointments and send email summaries with estimates. Reduce navigation time and automate tasks to enhance proactive maintenance efficiency with the help of AI agent skills.

Agentforce for Manufacturing: Sales Agreement Management

Get the latest deviations in sales agreements across products and time periods at a glance. Monitor revenue and quantity metrics across various products and schedules with the help of AI agent skills.

Media

Revenue Schedules

Effectively manage and accurately report comprehensive advertising revenue across channels, time periods, and sales representatives. Ensure fair recognition and streamlined billing, regardless of contract terms.

Nonprofit

Volunteer Management

The new Salesforce volunteer management data model enables easy recruitment and engagement with volunteers. Offering a 360 view of each individual and their activity within the organization, it also increases accuracy in impact reporting and operational efficiencies.

Gift Entry Grid

Enter gifts more easily and accurately with a new seamless UI and smart defaults. The tabular structure and automations promote efficiency and reduce manual effort. Improve time to value, reduce implementation costs, enhance fundraising efforts, and maintain data cleanliness with this flexible, customizable gift entry solution.

Public Sector

Agentforce for Public Sector: Recruitment Management Enhancements

Review resumes faster by automatically checking application completeness and assessing resumes for skills and education. Give summaries to your recruiters and managers and help them assess candidates more rapidly with Agentforce.

Agentforce for Public Sector: Complaints Management

Accelerate complaint management with prebuilt skills and actions. Expedite responses with summaries and related complaints. Gain insights from Agentforce categorizing frequent issues to help influence proactive policy and process improvements.

Agentforce for Public Sector: Compliance Management

Improve compliance through notifications, emails, and automated flows. Receive alerts and recommendations on code violations, manage enforcement actions, and automate regulatory fee calculations to accelerate enforcement

Retail

Hyperforce Integration

Retail Cloud is now on Hyperforce, accelerating global delivery and innovation across product clouds. Gain significant benefit through enhanced security, improved scalability, and faster innovation.

In-App Order Modification

Retail Cloud’s in-app Order Modification allows store teams to edit and service customer orders directly from the POS–making it quick and easy for associates to manage orders.