---
schema_version: "1"
id: 4bee9912edcd01ce35e1d01c6bf53f5b229e545cccc377fa0662eaca6bf20b8e
title: Expand Banking Self-Service with New Banking Service Customer Assistance Subagents
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/release-notes/262-0-0/rn_fsc_bsa_customer.md
canonical_url: https://help.salesforce.com/s/articleView?id=release-notes.rn_fsc_bsa_customer.htm&release=262.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: b4dea6705b0aa73ac02a426369e0a02467f499d2e9c93a3240e3e161e33bc128
description: Elevate the AI-powered self-service experience and accelerate request resolution for your customers with the new subagents to Banking Service Customer Assistance. Customers can now independently raise requests for advanced banking inquiries, such as loan payoff statements, card activations, transaction dispute intake, directly from Agentforce conversations.
products:
  - Cross Cloud
release: "262"
---
# Expand Banking Self-Service with New Banking Service Customer Assistance Subagents

Elevate the AI-powered self-service experience and accelerate request resolution for your customers with the new subagents to Banking Service Customer Assistance. Customers can now independently raise requests for advanced banking inquiries, such as loan payoff statements, card activations, transaction dispute intake, directly from Agentforce conversations.

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

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

- 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
- Financial Services for Customer Community Plus permission set or an equivalent
- Unified Catalog Admin
- Unified Catalog Community User
- Unified Catalog Agent

**Why:** The prebuilt subagents included in the Banking Service Customer Assistance template provide customers with new ways to raise inquiries on their own.

- Card Settings Management Request: Control how and where a card is used, such as by enabling or disabling international payments
- Loan Payoff Statement Request: Capture a request for a loan payoff statement, showing the exact amount required to pay by a specific date
- Check Payment Cancellation Request: Stop payment for a single check or series of checks associated with a financial account
- Billing Cycle Management Request: Change the billing date for a selected credit card by guiding the customer to choose the correct card and set a new, valid billing date.
- Card PIN Management Request: Reset a card PIN securely by guiding the customer through security checks based on the reset reason before creating a case.
- Checkbook Order Request: Facilitate a new checkbook request by specifying the number of check leaves needed and the preferred delivery method
- Card Activation Request: Activate a new card and manage domestic or international card usage settings
- Report and Replace a Card Request: Report a lost, stolen, destroyed, or captured credit or debit card to prevent unauthorized use, and manage replacement requests
- Check Number Inquiry Request: Track the status and details of an issued check
- Complaint Intake Request: Helps customers submit complaints about products or services. Guides the customer to identify their product and financial account, select the appropriate complaint type and subtype, and create the case request.
- Standing Instruction Management Request: Set up new standing instructions with schedule details, update existing payment frequencies, or cancel recurring transactions
- Travel Notification Request: Helps customers notify the bank of their travel plans to ensure uninterrupted access to banking services.
- Transaction Dispute Intake Request: Guides customers through the official process of challenging an incorrect, fraudulent, or unauthorized charge on their account.

**How:** To get started with Agentforce banking service for customers, complete the setup and configuration for Banking Service Customer Assistance subagents. 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, in the Legacy Agentforce Builder, select the **Banking Service Customer Assistance** template.

#### See Also

- [Banking Service Customer Assistance](https://help.salesforce.com/s/articleView?id=ind.fsc_agent_service_cust_assistance.htm&language=en_US)