Gain insights into customer interactions to resolve cases more efficiently. Use agent
actions to identify similar interactions across channels, summarize service engagement and
product reviews, draft case responses, and generate emails. Additionally, these actions help
identify trends in customer experiences and revise product descriptions to better meet customer
expectations.
Required Editions
| Available in: Lightning Experience with Agentforce 1 |
Customer Signals Intelligence Agent Actions Use Cases
| Agent Action |
When to Use |
Example |
| Summarize Service Engagement |
Use the Summarize Engagement For a Customer action to gain insights into
customer experiences by summarizing specific customer engagements. |
What’s the latest on the issue with the iPhone? |
| Use the Summarize Engagement For a Channel action to gain insights into
customer experiences by summarizing engagements for a specific channel. |
What’s the top issue highlighted in the surveys? |
| Use the Summarize Engagement For a Contact Reason or Theme to gain insights
into customer experiences by summarizing engagements for a specific theme. |
What’s the top issue in billing? |
| Draft Case Response |
Use the Draft Response Based on Similar Case Resolutions action to address user
queries faster by referencing solutions from similar, previously resolved
cases. |
Find a solution for cases similar to issues involving incorrect product
deliveries. |
| Draft or Revise Email |
Use the Draft an Email with Issue Summary action to create emails that
summarize customer issues. |
Create an email that summarizes a service outage, its cause, and the resolution
plan. |
| Find Similar Interactions |
Use this action to search for specific channel names or related terms in
interaction records and create an engagement summary for the specified channels or
all channels. |
Find the similar interactions for the issue for iPhone in case channel? |
| Summarize Product Reviews |
Use this action to summarize customer reviews, identify top products, and
classify sentiment as positive, negative, mixed, or neutral. |
What are the top products with positive reviews? |
| Enhance Product Description |
Use this action to compare product descriptions with customer reviews and
generate improved descriptions. |
Suggest an updated product description for the iPhone 16. |
