Meet Agentforce Financial Services
Learning Objectives
After completing this unit, you’ll be able to:
- Discuss how Agentforce Financial Services fits into the Salesforce Platform.
- Describe the benefits and beneficiaries of Agentforce Financial Services.
Financial Services Cloud is now called Agentforce Financial Services. You may see references to Financial Services Cloud in our application and documentation.
Get to Know Agentforce Financial Services
As a financial services professional, you know that institutions like yours face tremendous challenges. Customers expect consistent and personalized service across all channels of engagement. Bankers, advisors, service reps, and brokers need the tools to meet those expectations at scale. On top of it all, compliance and regulatory requirements keep changing.
Agentforce Financial Services helps you tackle these issues and reach your business goals. It’s a set of features, components, and data models designed specifically for financial institutions. Those institutions include banks, wealth-management firms, lenders, insurance companies, and others.
Built on the Salesforce Platform that you know and trust, Agentforce Financial Services unlocks data from across your entire institution. The purpose-built automation and AI give your core banking, wealth, and insurance divisions a single view of each customer to personalize engagement.
Solutions for the front-, mid-, and back-office help bankers, advisors, service reps, brokers, and operations staff engage your prospects and customers at scale while building trust to grow long-term, profitable relationships.
In this module, you learn the basics of Agentforce Financial Services: What it offers, which segments it serves, and its ready-built solutions for different tasks.
Tools for the Entire Client Lifecycle
Agentforce Financial Services helps you with every stage of your client relationships.
You can streamline onboarding, personalize and scale service, analyze data, and improve the experience of your institution's stakeholders. Customers benefit from improved interactions, and Agentforce Financial Services can bring a smile to the faces of bankers, relationship managers, insurers, business leaders, technology staff, and other employees, too.
Simplify Onboarding
Whether your business is banking, wealth management, or insurance, make positive first impressions with customers as they get started with your financial products and services. Onboarding is traditionally complicated, but with Agentforce Financial Services's automation and integration tools, you can save money and make more money. For example, onboarding specialists save time on common tasks and data entry as they quickly onboard new customers and speed up the sales cycle.
Personalize Engagement
Build and maintain important client relationships for bankers, advisors, and insurers with a complete view of your customers, their financial accounts, assets, and households. Start by combining data from legacy and third-party systems for a single view of each customer that updates as their financial circumstances and relationship to your institution change. Then use prebuilt calculated insights with Data 360 and create targeted segments to deliver the personalized financial services that customers expect. Plus, automation can reduce administrative work to free up time to give clients and customers better, more personalized advice. Together, these tools help relationship managers understand and predict clients’ needs, building their trust and growing revenue.
Scale Service
With a unified view of your customer, service reps can quickly find information to help customers, reduce errors, and deliver service consistently across any channel and on any device. Prebuilt Agentforce skills make it easier for admins and developers to set up automations that save time for reps and delight customers. Even better, with self-service experiences, customers can update their account details, request financial statements, and report lost cards on their own. Together, these features boost your service teams so they can tackle case volume and spend more time resolving more complex cases.
Integrate and Analyze Data
If you’re an IT professional, you can integrate core banking and other backend systems to improve overall productivity and satisfaction while protecting customer data. Tools such as Data Consumption Framework, Data 360, Integration Procedures, and MuleSoft connectors integrate data from any cloud or legacy systems to deliver personalized, connected, and relevant customer experiences. With this data in one view, bankers, loan officers, advisors, service reps, middle- and back-office personnel, and other team members can engage with their customers on any channel.
If you’re a business leader, use core analytics on your integrated data to gain insights and quantify business objectives. With sector-specific data models, AI, and analytics answer your business questions so you can make the most of your time and resources. For example, retail banking branch managers use the Branch Manager Dashboard to evaluate their branch and bankers’ performance. Embedded AI can analyze this data, too, for insights on a team’s strengths and areas where coaching can help.
Explore Agentforce Financial Services’s Tools and Features
Agentforce Financial Services extends Agentforce Sales and Agentforce Service to meet the specific requirements of financial services institutions. Your team gets to know their customers better while giving them top-notch experiences with the help of data stored in purpose-built data models. Plus, all of your users get a consistent, modern experience to complete their day-to-day work.
Here’s the high-level solution architecture, all built on the Salesforce Platform.
The solution components give you several benefits.
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Integrated, unified, and harmonized data: At the base of your work is your data. Connect and harmonize data from systems across your business with Data 360, MuleSoft, prebuilt integrations, and APIs for a complete view of your clients.
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Sector-specific data models: Your data flows into purpose-built data models that capture the complexity of financial accounts and client relationships. Whether you’re in retail banking, wealth management, insurance, or another business line, financial services data models extend Sales and Service functionality. For example, the Know Your Customer (KYC) data model tracks specific customer information for security and compliance processes.
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Financial services business processes: The data models work with the business processes and templates provided to streamline your institution’s work. Agentforce Financial Services business processes include solutions for relationship management, personalized finance, integrated onboarding, and so on.
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A comprehensive toolset: Agentforce Financial Services features and tools help your users fulfill customer expectations. For instance, Action Plans automate repeatable tasks and assign task owners and deadlines. Financial Goals and Plans help you address the needs that are most important to your customers’ financial wellbeing.
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Work automation with Agentforce Templates, Subagents, and Actions: All the data, processes, and features work with AI tools so your team can work more efficiently. Agentforce for Financial Services automates common tasks so your team spends less time on manual processes and more on deepening client relationships that promote growth.
Now that you know the basics, dig a little deeper into Agentforce Financial Services’s AI capabilities.
Agentforce for Financial Services
Agentforce Financial Services is built on Salesforce's unified metadata framework. With this framework, Data 360 and Agentforce tools can automate important tasks such as getting ready for an investment review, replacing a lost credit card, or showing loan options to potential borrowers.
Admins can customize prebuilt Agentforce skills to quickly add the power of AI to your institution. Then, AI agents work side by side with bankers, service reps, and wealth managers to reduce administrative burdens that distract from more valuable tasks. Agentforce helps you increase personal engagement, maintain regulatory compliance, and build the trust that makes customers loyal. In short, Agentforce for Financial Services gives financial professionals more space to focus on what matters most: their clients.
For details, complete Agentforce for Financial Services in Trailhead.
Partner Resources and AgentExchange
Agentforce Financial Services provides many helpful features, and it’s also a starting point to add your own capabilities. To this end, the Salesforce business partner ecosystem—our network of credentialed partners, apps, and developers—has expert solutions for financial institutions that build on Agentforce Financial Services.
The partner ecosystem offers solutions across products, industries, and regions to support your business and technology requirements. Rely on our expert partners for their deep Salesforce know-how and industry best practices.
Plus, you can browse AgentExchange, the marketplace for all things Salesforce, such as apps, flows, and so on. There, you can find electronic forms and tools for financial planning, onboarding, customer profiling, identity verification, compliance, and more.
What’s Next?
In this unit, you learned the basics of how Agentforce Financial Services and how it can help your financial institution, your users, and your customers.
In the next unit, explore how the features cater to specific financial services sectors.