Today’s customers expect fast, seamless and personalised service—without long wait times or transfers. With Agentforce for Financial Services, AI-powered digital agents can now handle routine enquiries instantly, reducing call volumes and freeing up human agents for more complex interactions.
Overview:
Helping customers replace lost cards takes up valuable time for service representatives. The Report Lost Card topic streamlines the process—automatically creating a case with the details needed for a fast, secure resolution.
Actions Invoked:
Query Record, Get Card Details, Create Case for Lost Card
Data Sources:
CRM Data, CRM Record, Transaction Data
Industry Data Objects Referenced:
Financial Account, Financial Account Party, Case, Service Catalogue, Card, Financial Account Transactions
Overview:
Unexpected fees can frustrate customers and lead to costly service calls. The Fee Reversal topic ensures quick, compliant resolutions—reducing call volume and improving satisfaction while considering the customer details and history.
Actions Invoked:
Get Financial Accounts for Account, Get Fee Transactions for Financial Account, Create Case for Fee Reversal, Fulfilment Action
Data Sources:
CRM Data, Core Banking
Industry Data Objects Referenced:
Account, Financial Account, Financial Account Party, Financial Account Transactions, Case, Service Catalogue
Overview:
Stopping payment on a check is time-consuming and prone to errors when Service Representatives have to manually identify the check and update records in the system. The Stop Check Payment topic is used to automatically create and fulfil stop check payment requests for single or multiple checks.
Actions Invoked:
Query Record, Get Financial Accounts for Account, Create Case for Stop Check Payment
Data Sources:
CRM Data, Core Banking
Industry Data Objects Referenced:
Account, Financial Account, Financial Account Party, Case, Service Catalogue
Overview:
Manually setting up travel notifications can be slow and inefficient, requiring service representatives to pull data from multiple systems. The Travel Notification feature streamlines the process—instantly retrieving card details, triggering notifications and managing card usage settings in one seamless action.
Actions Invoked:
Get Card Details, Create Travel Notification Case, Get Card International Use Settings, Create Case for Managing Card Usage, Answer with Knowledge
Data Sources:
CRM Data, Core Banking
Industry Data Objects Referenced:
Account, Financial Account, Financial Account Party, Card, Service Catalogue
| New Topic | New Actions |
|---|---|
| Credit Card Payment | Fetch Credit Card Due Amount Create Case for Credit Card Payment |
| Loan Payment | Fetch Loan Due Amount Create Case for Credit Card Payment |
| One-Time ACH-Deposit | Create Case for One Time ACH-Deposit |
| Transaction Dispute Intake | Collect dispute reason and Collect Questionnaire Details Create Case Dispute and Dispute Item |
| Request Order Statement Copies | Fetch Email-Id Create Case for Order Statement copies |
| Request PIN | CreateResetPinCase |
| Request Loan Payoff | CreateRequestLoanPayOffCase |
| Lock/Unlock Card | CreateLockUnlockCardCase |
| Request Billing Date Change | CreateBillingCycleChangeCase |
Financial services organisations are prioritising efficiency gains, personalised customer experiences, and robust risk mitigation. Agentforce addresses these imperatives by seamlessly extending your workforce and providing always-on customer service. This intelligent digital labour empowers your employees and enhances customer satisfaction.
Learn how Agentforce for Financial Services propels customer success.
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Disclaimer: Salesforce pre-built Agentforce capabilities are constantly being enhanced based on customer feedback and may not reflect actual product details. Solutions may not be currently available, delivered on time or at all. Customers should make purchase decisions based upon solutions that are currently available.
