Standardize processes and streamline workflows with a new suite of common components in Agentforce Communications, formerly Communications Cloud. These modular tools integrate into your architecture, helping you expand across verticals without requiring add-ons.
Where: This change applies to Lightning Experience in Enterprise, Performance, Unlimited, and Developer editions with Agentforce Communications.
Why: You can use any of these common components that integrate into your existing environment.
- Action Plans – Capture repeatable business tasks using templates.
- Advanced Program Management – Simplify daily tasks for agencies and institutions.
- Care Plans – Track goals, benefits, and individual milestones.
- Case Referrals – Connect individuals with services via referral requests.
- Complaints Management – Document incidents regarding health, safety, or behavior.
- Compliant Data Sharing – Monitor data sharing for regulatory compliance.
- Decision Explainer – Explain why business rules generated specific results. (Available on Salesforce Platform only)
- Document Checklist Items – Track and approve customer-submitted documents.
- Dynamic Assessments – Streamline data capture for inspections and evaluations.
- Group Membership & Households – Organize relationships between people and groups.
- Interaction Summaries – Capture detailed notes with confidentiality controls.
- Interest Tags – Track customer needs and prospecting opportunities.
- Outcome Management – Measure program impacts and initiative results.
- Rollup – Aggregate records from various objects efficiently.