Discover Organizational Roles and Workflows
Learning Objectives
After completing this unit, you’ll be able to:
- Describe how different organizational roles use Agentforce Communications to accelerate their work.
- Outline the common responsibilities for each role.
Agentforce Communications at your Organization
Now that you understand how Agentforce Communications works and have discovered its capabilities, it’s time to explore how it works across your organization.
In this unit, you learn how different teams and roles use Agentforce Communication to collaborate to successfully create, sell, and deploy products and services. Along the way you follow employees at Infiwave, a telecommunications company that sells equipment and services to both businesses and consumers.
The Product Design Team
The product design team, including product managers, marketers, and engineers, is responsible for monitoring market trends and developing offers that meet customer needs.
Using Product Catalog Management, this team employs a building block approach with reusable components to design, test, and launch products, bundles, and promotions. They also make sure that each product aligns with TM Forum standards for compliance and reliability, and that business offers are correctly integrated with technical requirements.
By using attribute-based product modeling, they can manage thousands of variations within a single product record to speed up time-to-market and offer new product versions soon after they become available.
For example, the Infiwave product design team creates a Business Fiber and Security bundle, defining both the commercial products that customers purchase, and the technical products that power each solution.
The bundle includes internet connectivity, firewall and threat protection, and physical equipment, such as a network terminal, routers, and professional installation.
Designers can also apply reusable attributes to each individual product in the bundle. For example, the fiber internet solution includes a Fiber Internet Speed attribute with two possible values: Business-Level, which offers higher speeds, and Residential, which offers lower speeds.
Next, product managers and marketing teams decide the price of the offer, and determine effective promotional strategies.
With Business Rules Engine, they can apply targeted pricing based on a wide variety of factors, including the product attributes that the customer chooses, the customer’s location or loyalty status, the time of year that the product is sold, and many others.
The marketing team can also apply discounts and promotions to attract customers. For example, the Infiwave team offers the firewall product for free when a customer agrees to sign a 2-year contract.
The Sales and Contracts Team
The sales team focuses on moving leads to finalized orders and checking that every quote is accurate and profitable. Sales reps use Product Configurator to navigate complex, multi-location, and asset-based orders. As they pitch to customers, they can use guided selling questionnaires to steer their conversations and surface product recommendations based on marketing initiatives.
To prevent errors during ordering, built-in product rules validate that only compatible services are bundled together.
As an order nears finalization, the Business Rules Engine instantly calculates the total price, including any applied discounts or promotional offers.
Once the customer is satisfied with the order, the sales rep quickly creates a contract that includes the order line items, terms, and standard language, and sends the document to the customer to gather their electronic signature.
For example, the Infiwave sales rep meets with a representative of a large company in need of fiber internet for its new location. After the rep presents all of the available options, the customer decides that the Business Fiber and Security bundle is best suited for their operations.
Based on the configurations that the product team put in place, the sales rep can adjust the fiber speed, include equipment upgrades, or make other modifications without having to worry that the bundle components won’t work together.
The rep can quickly apply discounts or promotions, and the pricing also automatically adjusts based on these changes. Soon, the rep and the customer arrive upon a purchase agreement and complete the paperwork to submit the order.
The Delivery Team
The delivery team includes fulfillment operators, network and service engineers, field service technicians, warehouse staff, and other roles. These employees are the technical backbone responsible for making sure that the customer gets everything that was promised in an order.
As soon as the sales rep submits an order, the system decomposes the products into technical tasks and routes assignments to the appropriate team members.
For example, after the Infiwave Business Fiber and Security bundle is broken down into its individual parts, one task goes to the warehouse team to ship the firewall hardware, while another is assigned to the network team to activate the fiber port.
Dynamic Revenue Orchestrator makes sure that each task is carried out in the intended order. For example, it can delay technician scheduling for on-site setup until the warehouse confirms the firewall is delivered and the fiber line is live. If a third-party contractor is late to connect the fiber cable, the system flags the order so that Infiwave can notify the customer about the delay.
Soon after the order is fulfilled, the Infiwave customer’s fiber network is up and running with no issues. They’re pleased with the speed, efficiency, and transparency they experienced throughout the process.
The Customer Support Team
Your customer support representatives work to keep customers satisfied long after the initial sale. Support reps can quickly view every customer asset, and use Move, Add, Change, Disconnect (MACD) to make changes to the services, as needed.
For example, Infiwave’s fiber customer calls to learn about available security upgrades to follow new compliance guidelines. The support rep uses a guided change workflow to present available options to the customer, upgrade the asset to the preferred tier, and process the upgrade without interrupting the existing fiber service.
Team Leaders
Team leaders across the business work together to provide strategic oversight for your company operations.
With Tableau, CRM Analytics, and real-time dashboards, leaders can quickly review important trends and gain proactive insights into operational health, team productivity, and revenue growth.
Delivery team leaders can monitor orders and receive alerts for orders that are in jeopardy.
For example, Infiwave’s product management leaders can track how much revenue the Business Fiber and Security bundle is generating and identify which regions have the fastest fulfillment times.
Salesforce Admin and Developers
Lastly, your trusty Salesforce admins and developers help you to unlock the power of Agentforce Communications. They set up and maintain your org, deploy and test new features, and configure automation and business rules for seamless operations and customer experiences.
Wrap It Up
In this badge, you learned all about Agentforce Communications on the Salesforce Platform. You explored its benefits, including increased efficiency and faster time to market, explored powerful features and purpose-built components, and discovered the teams and roles that use these tools. By using the core-based architecture and integrated AI of Agentforce Communications, your company can overcome challenges, innovate quickly, and remain competitive.