Banking Service Employee Assistance brings customer context, relevant knowledge, and in-workflow actions into Slack, so service reps no longer have to switch between banking systems to resolve customer issues.
Where: This change applies to Lightning Experience in Professional, Enterprise, and Unlimited editions with Salesforce Foundations or Agentforce 1 Financial Services Edition.
Why: Time spent toggling across banking systems slows response times and increases the chance of missed context, which can affect customer satisfaction and compliance. Banking Service Employee Assistance reduces the friction by bringing customer context, knowledge, and actions directly into Slack, enabling reps to resolve issues faster without leaving the conversation.
How: From Setup, go to Agentforce Studio and build an agent using the Banking Service Employee Assistance template. Add the Slack connector under Connections, then grant the agent access by enabling it on each service rep's permission set. In Slack, open Manage Salesforce Organization to map your Slack users to their Salesforce accounts, then activate the agent. Finally, turn on Slackbot access so you can reach the agent directly in Slack.