Salesforce is launching Agentforce for Consumer Goods, a new library of pre-built agent skills and actions that equips customer service, sales, and field teams with digital labor to streamline operations and improve customer service. With Agentforce for Consumer Goods, brands can build agents that execute manual tasks like generating account summaries and scheduling store visits.
New skills include:
● Customer service skills provide service representatives with instant access to relevant customer account information, including top-selling products, compliance insights, and transaction history, helping to boost efficiency and speed.
For example, if a customer calls with a question about an upcoming shipment, a service rep can ask Agentforce for an account summary. Instead of putting the customer on hold to review details, Agentforce instantly provides key information like revenue performance, visit history, and compliance, and even suggests next best actions scheduling a store audit to help the rep increase sales and ensure a great customer experience.
● Telesales skills empower inside sales representatives to maximize revenue on every call by recommending products, generating sales pitches, and highlighting discounts. This frees up time spent on routine tasks like order processing and data entry and allows reps to focus on delivering personalized customer service.
For example, if a service representative is addressing a customer inquiry about a missing shipment, they can quickly uncover opportunities to offer additional products or discounts by asking Agentforce to highlight relevant options based on account details or pricing conditions.
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● Visit management skills allow field teams to quickly book store visits to deliver products and service customers with more efficiency by automating the time-consuming process of manual scheduling. With Agentforce, service teams can automatically assign a driver based on available inventory, driver schedule, and store priority.
For example, if a customer calls asking for a replacement shipment of a popular product before a holiday weekend, Agentforce can automatically schedule the visit and confirm the earliest delivery time, simplifying the entire process, and ensuring timely, efficient delivery.
● Proactive maintenance skills enable faster proactive asset maintenance with automated asset health summaries, quoting, work order creation, and email summary drafting. This helps service teams anticipate asset service needs quickly to maximize customer satisfaction.
For example, a service rep for a home appliances company can assess if their consumers have upcoming maintenance needs by asking Agentforce to summarize the health of the consumer’s products. If the product is due for maintenance, Agentforce can create quotes for the work, generate the work order and draft an email to the customer so teams can provide the service customers need, faster.
● Sales agreement management skills ensure account managers catch important deviations in their accounts’ performance and automatically create action plans to address them. This allows the account managers to spend less time analyzing data to derive account needs and more time delivering consultative selling to maximize revenue.
For example, a sales rep managing away-from-home customers can start their day by asking Agentforce to summarize sales agreement deviations ahead of a period where they expect strong sales performance. If one account reports lower than expected actual orders, Agentforce can quickly suggest recommended actions like pitching additional quantities or new products to the account. The sales rep can review the plan and have Agentforce draft an email summary and create a visit to speak in person and gauge the operational health of the account.