Transform Digital Customer Experience with Agentforce Banking Service Customer Assistance

Support your customers with an AI-powered self-service that autonomously creates cases for banking inquiries and helps them with their queries. The agent securely verifies customer identity to access sensitive account information. This integrated verification helps customers complete tasks without switching screens. For complex service requests, the agent conversationally escalates the interaction to live service representatives with full context.

Where: This change applies to Lightning Experience in Professional, Enterprise, and Unlimited editions with Agentforce Financial Services, formerly Financial Services Cloud. The Agentforce Service agent uses Flex Credits under the Salesforce Foundations Entitlements model.

Note Fee Reversal Request agent topic in Banking Service Customer Assistance is a pilot or beta service that is subject to the Beta Services Terms at Agreements - Salesforce.com or a written Unified Pilot Agreement if executed by Customer, and the applicable terms, such as Non-GA Agentforce, Non-GA Open AI LLM Provider, and Non-GA Credit Consumption in the Product Terms Directory. Use of this pilot or beta service is at the Customer's sole discretion. The Non-GA Services are used in conjunction with GA Services which consume paid credits or entitlements (“entitlements”). Any corresponding consumption of entitlements arising from Customer’s use of the Non-GA Services shall not give rise to any refund or credit rights.

Who: To use the Banking Service Customer Assistance template and agent topics, users need these permission sets and permission set licenses.

• Salesforce Foundations Standard permission set
• Industry Service Excellence permission set
• Financial Services Cloud Extension, Financial Services Cloud Basic, Financial Services Cloud Service, or Financial Services Cloud Standard permission set license
• Omnistudio User permission set
• Business Rule Engine Runtime permission set

Why: Use the prebuilt agent topics included in the Banking Service Customer Assistance template.

• Address Update Request: Helps customers update their account-related and financial account-related addresses. Identifies and selects the specific address to change, gathers the new details, and creates a case for the update.
• Financial Account Statement Request: Helps customers request copies of checking or savings account statements. Collects details regarding the specific account, statement period, and delivery method, and creates a case for fulfillment.
• Financial Account Balances Request: Helps customers view the financial account balances associated with a specific account. Identifies the relevant financial account, and provides current details such as available and total balances.
• Financial Account Transactions Request: Helps customers identify the relevant account, and shows the history including deposits, withdrawals, and payments.
• Card Lock Management Request: Captures customers requests to lock or freeze a card temporarily or to unlock or reactivate a previously locked card.
• Funds Transfer to Own Account Request: Helps customers set up one-time or recurring fund transfers between savings and deposit accounts, including loan and credit card payments. Collects necessary payment details, and creates a case for the fund transfer.
• Report Credit or Debit Card Request: Helps customers report their credit or debit card as lost, stolen, destroyed, or captured by an ATM. Shows the necessary card details, and creates a case to block the card to prevent unauthorized use.
• Fee Reversal Request (beta): Helps customers reverse the fees charged to their financial accounts. Assists in identifying the specific transaction to reverse by showing relevant details, and submits the reversal request for processing.

How: To get started with Agentforce banking service for customers, complete the setup and configuration for Banking Service Customer Assistance topics. Then, from Setup, turn on Einstein generative AI from the Einstein setup page and Agentforce. Next, to set up a Banking Service Customer Assistance agent, on the Agentforce Agents setup page, click New Agent. Then, select the Banking Service Customer Assistance template in the Legacy Agent Builder.