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Rakesh
- May 25, 2025
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1. Omni-Channel Case Management
Use Case: Handle customer inquiries from multiple channels (email, chat, social, phone) in one unified console.
Value: Agents don’t switch tools; faster resolution, consistent experiences.
2. AI-Powered Recommendations (Einstein GPT)
Use Case: Agentforce suggests the best next steps, knowledge articles, or responses in real time.
Value: Increases first-contact resolution and reduces agent training time.
3. Case Auto-Routing and Prioritization
Use Case: Incoming cases are automatically triaged and assigned to the right agent based on expertise and workload.
Value: Faster time-to-resolution and improved customer satisfaction.
4. Self-Service and Chatbots
Use Case: Agentforce integrates with AI chatbots to resolve common issues before reaching an agent.
Value: Reduces case volume and allows agents to focus on complex cases.
5. Unified Customer View
Use Case: Agents see a 360° view of the customer, including past cases, purchases, and preferences.
Value: More personalized, efficient service.
6. Remote Support and Field Service Integration
Use Case: Service agents can dispatch field service technicians or offer remote troubleshooting through video/chat.
Value: Reduces on-site visits and downtime.
7. Knowledge Management Integration
Use Case: AI surfaces relevant knowledge base articles during live interactions.
Value: Boosts agent productivity and customer satisfaction.
8. Analytics and Agent Coaching
Use Case: Supervisors track performance metrics and get insights into customer trends.
Value: Improves team productivity and quality of service over time.
9. Real-Time Collaboration Tools
Use Case: Agents can collaborate with back-office teams or experts through Slack or in-app messaging.
Value: Quicker problem-solving and better service delivery.
10. Mobile and Voice Support
Use Case: Agents use mobile devices or voice commands to manage cases on the go.
Value: Increases flexibility and responsiveness.
Common Use Case
| Standard Topic | Customer Asks | Instructions | Standard Action (Flow or Prompt Template) |
|---|---|---|---|
| Account Management | What’s my Account Number? My Account is locked. Please help. I need to update my Account info. I need to reset my password. | Greet the customer by their first and last name. Answer questions with empathy. Always ask the customer to verify through their phone number first and then email address. | Get Customer Details Reset Password |
| Case Management | I have an issue and need to open a support ticket. What’s the status of my case? There’s new info that requires a case to be updated. | Don’t ever show Case ID to a customer When sharing case details, show in this order: Case Number, Subject, Description, and Status | Create a Case Record Get Cases for Contact Get Case by Case Number Update Customer Contact Record |
| Order Inquiries/Delivery Issues | When will my order arrive? I need to make changes to my order. I need to cancel an order. My package is marked as delivered but it’s missing. I won’t be home, can I change my scheduled delivery? This is time-sensitive. Can you expedite my item? | If a package is lost, immediately escalate it to a live agent. If scheduling changes are requested, always confirm a delivery date and look up available time slots. | Get Order by Order Number Identify Customer by Email Cancel Order Get Delivery Time Slots Finalize New Delivery Time |
| Reservation Management | I need to make a new reservation. I need to modify an existing reservation. | If the customer isn’t known, always ask for their email address and get their contact record before making a reservation. Once the customer approves and confirms the date, confirm the reservation. | Finalize Reservation Get Reservation Time Slots |
| Escalation | The agent can’t answer my question. Can I speak to an agent? My issue is still not resolved, can I speak to a human? | If the customer asks to speak to a live agent at any time, escalate the conversation. | Route Conversations to Agentforce for Service |
| General FAQ’s | I have a question about your return policy. Where can I find warranty information? How do I submit a claim? | If a customer’s request is too vague, ask for more details and clarification. If you’re unable to answer their question, ask them if they want to transfer to a live agent. | Answer Questions with Knowledge |
Hands on Example
🔹 Use Case: “Customer Cancellation Retention Workflow”
Goal: When a customer contacts support to cancel a subscription, Agent Builder helps agents:
- Access customer info
- Follow a guided script
- Offer retention options (discount, pause, feedback)
- Log resolution efficiently
What You’ll Build Using Agent Builder
- A custom agent screen flow
- Embedded in the Service Console (Agent Workspace)
- Powered by Dynamic Actions, Flow Builder, and Agent Builder UI elements
🛠️ Step-by-Step Implementation
1. Create the Flow (Using Flow Builder)
- Go to Setup > Flows > New Flow
- Select Screen Flow
- Design the steps:
- Lookup customer record
- Display current plan/subscription status
- Offer choices: Cancel, Pause, Discount
- Collect Feedback (optional)
- Decision logic to create Case/Task
- Save the flow (e.g.,
RetentionScriptFlow)
2. Launch Agent Builder
- Go to Setup > Agent Builder
- Select New Configuration
- Choose your Service Console App
- Select the Case Record Page
- Click Add Panel, choose Flow, and embed your
RetentionScriptFlow
3. Configure Agent Panel
- Set visibility rules (e.g., only show if
Case.Subject = "Cancel Subscription") - Enable Guided Actions and Contextual Fields (like Account Info)
- Add Quick Actions for escalation or refunds
4. Test the Agent Experience
- Go to the Service App
- Open a case with “Cancel Subscription” in the subject
- The Agent Panel appears with the guided retention flow
- Agent follows prompts, updates case, and closes with notes
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