Proactive Service leverages Data 360 and Agentforce to analyze customer and product activity signals, anticipate service needs, and guide customers toward self-service resolution through personalized outreach.
Required Editions
| Available in: Salesforce Classic and Lightning Experience |
| Available in: Available in Enterprise, Performance, Unlimited, and Developer Editions with Foundations or Agentforce 1 Editions. Access to some standard agent actions requires additional add-on licenses. |
| Available in: LWR and Aura |
Proactive Service shifts customer support from reactive to predictive. This solution drives automated fulfillment by connecting customers directly with the Agentforce Service agent or guided troubleshooting plans. This approach reduces the time that a customer spends on service interactions, leading to improved loyalty and efficiency and higher Customer Satisfaction (CSAT).
The feature operates across four interconnected stages:
- Detection: Identify a service-related signal (the What), and use Data 360 to create a dynamic watchlist of affected customers (the Who).
- Planning: Associate the watchlist with a specific resolution path, which can be either a pre-built Service Automation or an Agentforce Service agent topic.
- Outreach: Run personalized notifications through SMS or email to start the service interaction.
- Fulfillment: The customer completes the service action through the Proactive Service Campaign Handler or an interactive session with an Agentforce Service agent.
Data 360 monitors product telemetry and customer records. When data meets a defined threshold, the system adds the customer to a Service Campaign. The customer receives a notification with a link to an Experience Cloud site. Upon clicking the link, the Proactive Service Campaign Handler passes context variables to the Agentforce Service agent, which guides the customer to resolution.