See What’s New with Sales, Service, and Commerce
Learning Objectives
After completing this unit, you’ll be able to:
- Explain how users can take advantage of coaching across every part of the CRM experience.
- Explain how to automatically resolve emails in seconds with accurate, personalized responses from your trusted data.
- Describe how to deliver seamless digital experiences that help customers self-serve faster.
- Explain how to provide a seamless checkout journey, from promotions to payment methods and shipping preferences.
Sales Cloud
Agentforce for Sales: Pipeline Management
Agentforce for Sales now helps sellers effortlessly maintain pipeline hygiene by suggesting or automating opportunity updates, including Next Steps or Stage progression, based on conversation data. The agent can also update custom text fields on the opportunity to automate data entry for your sales methodologies like MEDDIC.
Agentforce for Sales: Sales Coaching Enhancements
Coaching is now available in every part of CRM. Coaching is available to users on mobile, outside of opportunities, and in other clouds and industries. Plus, it’s now available in multiple languages including English, French, German, Italian, Japanese, Spanish, and Portuguese.
Agentforce for Sales: Sales Development Enhancements
Agentforce Sales Development is now even better. You can now use automated nurturing across both contacts and person accounts, expanding capabilities across the sales cycle. It supports five new languages—French, Italian, German, Spanish, Japanese, and Portuguese. And it provides an out-of-the-box dashboard to take action on prospects that the agent is working on, all from a single location.
Email as Activity Record
Einstein Activity Capture can now capture customer emails as Salesforce Activity, unlocking the full power of the Salesforce Platform, including reporting, automation, and public APIs. Email data is now native to Salesforce Customer Data 360, powering Agentforce.
Salesforce Spiff: Reporting API
Gain more insights into your commission data. With the Spiff Reporting API, you can access, integrate, and act on commission data effortlessly. Automate payroll; power analytics in Tableau, Looker, and Domo; and simplify compliance with ASC 606-ready summaries.
Service Cloud
Agentforce for Service on Email
You can now deploy Agentforce on one of the most widely used support channels: email. Automatically resolve emails in seconds with accurate, personalized responses from your trusted data with no delays or backlogs.
Proactive Asset Service Scheduling
Ensure assets are serviced at the right time. Use asset data, such as planned maintenance, to trigger Agentforce to proactively notify customers and autonomously handle service appointment scheduling—no service representative involvement needed.
Dynamic Conversations
Deliver seamless digital experiences that help customers self-serve faster by automatically surfacing relevant portal content based on real-time Agentforce conversations.
Knowledge Feedback
Add customizable feedback forms to your Knowledge articles and Experience Cloud sites. Collect and act on insights quickly to keep your content accurate and aligned with what customers need.
Agentforce for Employee Service
Resolve employee inquiries faster with an AI agent that responds to employee questions with accurate, natural responses grounded in trusted data. This AI agent can execute HR processes and requests by seamlessly integrating with your HR systems.
Commerce Cloud
Agentforce for Commerce: Add to Cart and Checkout
Enhance the shopping experience with new checkout actions in Agentforce for Guided Shopping. Agentforce supports customers through the cart and payment process—managing promotions, payment methods, and shipping preferences—to deliver a seamless, end-to-end checkout journey.
Commerce Subscriptions
Offer digital subscriptions through your B2B Commerce storefront. Enable recurring payments, shopper self-service, and unified tax setup across Commerce and Revenue Cloud for a streamlined, consistent subscription experience.
Data Cloud for B2C Commerce Enhancements
Unify B2C Commerce customer data—such as cart activity, checkout behavior, and wishlist interactions—into a single customer profile in Data Cloud.
Composable Storefront Enhancements
Composable Storefront continues to speed time to value with Order on Behalf Of, Shop the Store, Data Cloud Event Support, and Merge Basket now available out of the box. The hosting environment now includes an observability dashboard and supports multiregion availability and failover as well.