Discover Agentforce Communications
Learning Objectives
After completing this unit, you’ll be able to:
- Describe what Agentforce Communications is and how it’s purpose-built for the telecommunications industry.
- Distinguish the Salesforce Platform solution from the legacy managed package solution.
- Identify the key components and benefits Agentforce Communications provides to communications service providers (CSPs).
- Explain how Agentforce AI agents help you to accelerate common business processes.
Agentforce Communications includes integrated platform solutions and managed packages. This badge discusses the platform solution version. To learn more about the managed package solution, visit the Agentforce Communications on Managed Package Foundations badge.
Create Connections in a Complex World
Communications products and services provide the critical information infrastructure for our increasingly connected world. From a family’s mobile data plan to enterprise fiber-optic networks, digital connections are now more important and prevalent than ever before.
Communications service providers (CSPs) create and sell the networks, devices, and other systems and hardware necessary for this robust, digital ecosystem. However, these days, modern CSPs face a perfect storm of operational hurdles.
- Products have evolved from simple landline connections to intricate bundles of 5G slices, IoT integrations, and a host of other complicated service models and billing configurations that are difficult to sell and implement.
- Decades-old backend systems have led to data silos, leaving valuable operational information trapped and inaccessible.
- Order complexity and misalignment between sales and fulfillment teams often lead to delayed services and poor customer experiences.
Agentforce Communications is Salesforce’s strategic answer to these industry-wide challenges. In this badge, find out what makes it a compelling solution.
Explore Core Components and Benefits
Agentforce Communications is a suite of automated processes, applications, and AI agents purpose-built to help CSPs move at the speed of the networks they provide.
The Agentforce Communications architecture includes foundational apps, AI agents, and Industries common features. Unlike the legacy managed package version, this solution is natively integrated with the Salesforce Platform and Agentforce Revenue, Sales, and Service products.
Agentforce Communications removes complexity and enhances operations across primary workflows, so CSPs can better manage products, pricing, sales, and order fulfillment.
Let’s explore some of the key building blocks of the solution.
Product Catalog Management
Product Catalog Management is a single source of truth for building and connecting all of your commercial (customer-facing) products and technical (fulfillment-facing) products. Create individual products, bundles, and pricing assignments from reusable components, rather than setting up separate entities for each variation. Apply basic or highly-complex logic to your product configurations and bundles to ensure products are properly structured and sold.
Product Configurator
The Product Configurator helps sales reps to quickly build and price complex telecom bundles directly within the quoting flow. By applying rules-based logic and integrating with Product Catalog and Salesforce Pricing, it ensures error-free configurations and real-time accurate pricing.
Constraint Rules Engine
For large and complex product configurations, the Constraint Rules Engine helps you model intricate configuration logic, so you can better handle exclusions, requirements, and validation. Use the Constraint Modeling Language (CML) to set up products, options, and their relationships to one another, without any coding. Admins define constraint models that the engine compiles and applies as reps configure a bundle, so invalid combinations are caught in real time and only compatible options can be selected. For simpler configurations, you can use Business Rules Engine to quickly model your product rules.
Salesforce Pricing
Salesforce Pricing is a native engine that helps you automate complex calculations using attributes. This way, you can quickly apply advanced pricing scenarios, such as volume discounts and prenegotiated contract rates. Through a price waterfall, sales reps and customers get a transparent view of every pricing adjustment to ensure accuracy and trust during negotiations.
Transaction Management
With Transaction Management, sales teams work from a single, centralized workspace — the Sales Transaction Line Editor on quote and order records — to build and manage complex deals. As they arrange bundles, they get real-time validation to ensure product compatibility and instant pricing updates based on your selections throughout the quote-to-order workflow. And you can easily apply discounts and verify financial details before you finalize an order.
Salesforce Contracts
Throughout the customer lifecycle, Salesforce Contracts gives sales reps the ability to easily manage terms, pricing, and service commitments. Create contracts with ease, and then amend them to account for changes to existing services, such as adding lines to a family mobile plan or upgrading a broadband tier.
Dynamic Revenue Orchestration
Dynamic Revenue Orchestration (DRO) automates the transition from commercial sales to technical fulfillment. For each order, it maps customer selections to the specific technical products that make them operable. Sales and fulfillment teams get real-time visibility into the fulfillment pipeline and receive alerts when a service level agreement is at risk. DRO reduces system complexity and ensures that intricate product bundles and underlying services are delivered accurately and on time.
Industries Common Features
Your Agentforce Communications org also features a host of Industries Common Features.
Here are some examples of these features.
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Omnistudio: A low-code automation layer with tools such as Omniscripts for guided customer workflows and forms, and Flexcards for context-rich data visualization.
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Business Rules Engine: A low-code/no-code tool for setting up bundling rules and dependencies to ensure compatibility with selected plans and customer eligibility.
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Salesforce Document Generation: A tool that automatically produces professional, branded documents, such as quotes, contracts, and order confirmations, by merging data from Salesforce records into prebuilt templates.
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Context Service: A data service that aggregates and surfaces a unified view of customer information, including account history, active products, contracts, and interactions, for better decisionmaking by humans and AI.
Agent-Driven Productivity
Importantly, Agentforce Communications uses AI to streamline common, time-consuming workflows, shifting the burden of repetitive tasks from employees to intelligent agents. This way, your teams can focus on higher-value work, such as building relationships with customers or handling inquiries that require a human touch.
Here are just a few of the AI agents you can deploy in your Agentforce Communications solution.
- The Billing Resolution Agent directly assists with complex billing inquiries and dispute resolutions using real-time data.
- The Quoting and Ordering Agent uses generative AI to extract product names, quantities, and attributes from unstructured data, such as emails or call summaries, to build draft quotes instantly.
- The Quote Recipients Grouping Agent helps sales reps configure and apply an offer to a group of recipients without the need for reproducing offers for each individual recipient.
And that’s not all. There are also agents and subagents that let you do more: Gather insights into asset performance, generate market-ready descriptions for products, and group quote recipients to expedite stakeholder signoff.
Along with these communications-focused agents, you can make use of all of Salesforce’s sales, service, and field service agents. By employing AI across all your business processes, you achieve deeper engagements and unprecedented efficiency.
What’s Next?
This short badge marks the beginning of your Agentforce Communications journey. Continue on the Explore Agentforce Communications Fundamentals trail to learn everything you need to know about this powerful solution.
Soon, you’ll be able to transform your backend operations and frontline experiences, enhance cross-team collaboration, and create and maintain lasting customer relationships.