The Outfitters application demonstrates how Salesforce Data 360 and Agentforce are revolutionizing the retail customer experience. The Outfitters application is ready to use out of the box, so you can get hands-on experience in Data 360 in your own Salesforce org. The Outfitters application showcases the potential of Data 360 and Agentforce and offers a glimpse into the retail sector's future! Ready to get started? To begin, please refer to the highlights document provided and download the required code here!

Outfitters, a fictional retail company, utilizes Salesforce Data 360 to revolutionize the shopping experience by providing tailored interactions for every customer. Our Outfitters sample app utilizes Agentforce, CoPilot and Data 360, offering you practical retail situations through fully executable and re-deployable code. The Data 360 metadata can be deployed using the provided Data Kit. Refer to the installation instructions here.

The Outfitters experience, powered by Data 360, guides customers through the entire journey, from initial purchases to product returns and recalls. The Agentforce Agent aids customers in discovering the perfect product recommendations. At the same time, CoPilot equips Operations Managers with the necessary tools to identify product trends and better understand their inventory more effectively.

In Data 360, the Unified Customer Profile consolidates data from various sources, enabling teams to make informed, data-driven decisions. The Unified Customer Profile can be utilized by operations managers, customer service representatives, Agentforce Actions, and more. Let’s explore an example Unified Customer Profile for a customer named Mark.

1. Recommendations and Recent Purchases - Custom Lightning Web Components (LWC) have been created to display personalized product recommendations. These are based on various customer details such as purchase pattern, and service interactions. Recent Purchases will be displayed using Zero Copy to bring in Orders from Snowflake.
2. Calculated Insights - Data 360 aggregates large volumes of data to generate critical insights, such as customer value and average spend. An Agentforce Agent can leverage this information for strategic decisions, like offering product discounts. Calculated Insights also drive the Customer Metrics available in Data 360, like Customer Lifetime Value.
3. Segments - Customers included in Data 360 Segments will be shown, enabling end users to identify the targeted segments each customer belongs to. For example, the recall Segment notifies the Outfitters team if a customer is still holding a product that has now been recalled.
4. Machine Learning Model  - Machine Learning models created in Einstein Studio leverage data in Data 360 provide valuable insights on Customer’s behavior, such as the propensity to purchase and propensity to churn.

Climbing to new heights with New Customers

Data 360 enhances the customer experience by offering personalized interactions. Experience Cloud guests can be converted to customers quickly and easily. A guest user can access the Outfitters site, and the Agent understands the customer's request to find shoes for an upcoming marathon. To better understand the customer's preferences and needs, Data 360 initiates a pop-up survey. This survey informs the Agentforce Agent about the customer's preferences, and the Agent then processes relevant data, such as shoe product descriptions to find a match. The guest then receives personalized recommendations based on their preferences.

As the guest user pivots to a new topic, the Agent is able to keep up to and immediately checks the tent’s availability. After identifying the test is out of stock, the Agent prompts the user for their email address to receive a targeted email notification retaining the potential customer. This efficient process allows the Agent to convert the guest user into a lead. The customer will receive notifications about the availability of their preferred products.

Existing Customers

Let’s look at an existing customer, Mark, who has previously purchased shoes from Outfitters. Mark logs in to seek advice on which pair of shoes he should get for his upcoming marathon. Data 360 provides the latest weather details brought in via an API call, ensuring that the customer is ready for their race. Using a Lightning Web Component (LWC), the Agent presents a list of personalized recommendations that fit Mark’s requirements and the weather conditions! The Agent maintains the conversational context to guarantee that the new shoe options are suitable for the forecasted weather.

When Mark opens the Ultra Run Breeze shoe page, Mark wants to compare them to his previously purchased shoes. The Agent looks through the historic data to find the product details of Mark’s previous purchase. A LWC fly-out shows a side-by-side feature comparison of the shoe that Mark is currently browsing and the shoe that he purchased most recently.

When Mark tries to identify what shoe will fit him best, he checks with the Agent. The Agent is able to analyze the previously returned shoes, and provides the correct size shoe for Mark. Before making his purchase, Mark wants to confirm the return policy. The Agent can read unstructured data ingested in Data 360 to return this information. 

When Mark decides to place his order, the Agent verifies his identity with an Authenticator before creating the Order record in Salesforce. The Agentforce Agent has reduced the amount of time it takes Mark to make a purchase!

Support Returns for Existing Customers 

If Mark receives an order that is not perfect for him, he has the option to initiate a return process with Agentforce. The order information is securely available in Data 360 via Zero Copy. The Agent provides Mark with a list of his past purchases, allowing him to select the most correct product. Mark will have access to a return label, which can be provided to him in various formats.

CoPilot Supporting Operations Managers