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3월 5~6일에 샌프란시스코의 TDX 또는 Salesforce+에서 열리는 AI 에이전트 시대를 위한 개발자 컨퍼런스에 참여하세요. 지금 등록하기.

예상 시간

주제

See What’s New with Service and Commerce

Learning Objectives

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

  • Describe how to reduce costly scheduling gaps and free up dispatchers so they can focus on exceptions.
  • Explain how to resolve employee inquiries quickly with an AI agent.
  • Define the integration that enables a holistic view of the customer journey and delivers personalized experiences.
  • Explain which AI agent learns from customer behavior and provides tailored recommendations to enhance the shopping experience.

Service Cloud

Agentforce Service Planner

Guide service representatives with personalized service plans to close cases faster. Based on the customer’s intent and case topics, service reps can generate step-by-step plans for customers.

Agentforce Scheduling Agent

Handle more scheduling requests with an AI agent that helps customers book appointments with the right resource 24/7 on any channel. Free up dispatchers to focus on exceptions, and reduce costly scheduling gaps. And seamlessly escalate complex cases to human dispatchers when needed.

Agentforce Employee Service Agent

Resolve employee inquiries faster with an AI agent that responds to employees’ questions with accurate, natural responses grounded in trusted data. This AI agent can execute HR processes and requests by seamlessly integrating with HR systems.

Omni Supervisor Enhancements: Real-Time Monitoring of Agentforce for Service

Monitor Agentforce for Service in real time to ensure trust, accuracy, and quality. Omni Supervisor now provides out-of-the-box visibility into all active conversations for service representatives and AI agents.

Data Capture

Transform how you collect critical data in the field. Entrust your mobile workers with dynamic and intelligent forms—that work even when offline—in the Field Service mobile app. Decrease time to value with a low-code builder and templates.

Commerce Cloud

Unified Commerce Core Enhancements (Subscriptions and Page Experience Delivery)

Commerce Cloud now natively connects all aspects of commerce—B2C Commerce, DTC Commerce, B2B Commerce, Order Management, and Payments—with Sales, Service, and Marketing on a single platform. With this integration, get a comprehensive view of the customer journey, deliver personalized experiences, and increase loyalty and revenue. By unifying catalogs, pricing, orders, marketing segments, and engagement intent, you can create targeted marketing campaigns, help service agents to efficiently handle customer inquiries, and optimize revenue through flexible product bundles, digital subscriptions, and streamlined billing processes.

Agentforce Buyer

An autonomous shopping assistant is now available to help you simplify the B2B buying experience. This AI-powered agent helps your customers find and purchase products through chat or messaging while tracking orders and providing post-purchase support, including “Where is my order?” (WISMO) inquiries.

Agentforce Personal Shopper

Deliver a more personalized shopping experience using an AI-powered agent. This agent understands and responds to natural language queries, recommends products, and facilitates purchases on ecommerce sites, chat, or messaging apps. By learning from customer behavior, it provides tailored recommendations and streamlines the shopping process.

Salesforce 도움말에서 Trailhead 피드백을 공유하세요.

Trailhead에 관한 여러분의 의견에 귀 기울이겠습니다. 이제 Salesforce 도움말 사이트에서 언제든지 새로운 피드백 양식을 작성할 수 있습니다.

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