Know the best practices that maximize the quality of the agent's product and upgrade suggestions.
To get the best results from Agentforce for Product Upsell and Cross-sell in service, consider these best practices and recommendations.
- Start from the right context. The agent requires the right context to work better.
- On desktop and mobile - Whenever possible, launch the agent directly from the specific Asset record you are servicing. If you launch the agent from the Asset page, it automatically identifies the "Current Asset" context. This skips the step where the agent asks you to search for and select the asset, allowing you to get to recommendations faster.
- On Account Page - If you launch the agent from the Account page, specify which asset you are targeting immediately, for example, "I want to upgrade the modem".
- Be specific to skip clarification steps. The agent is designed to clarify vague requests, but this takes extra time. Being specific in your initial prompt creates a smoother workflow.
- Refine recommendations. The agent returns a standard set of appropriate options,
but you can refine these results using natural language if the list is too long or not quite right.
- Filter by Price: "Show me only options under $500."
- Filter by Feature: "Which of these includes the sports package?"
- Ask for Comparisons: "Compare the top two options." When using a desktop, you can ask for a side-by-side comparison.
- Ask for the 'Best Option’: "Which option is best for a customer with high data usage?"
- Proactive discounting. Sometimes, the agent doesn't prompt you to apply a discount during the quote creation flow. If you know a discount is applicable but the agent hasn't asked, proactively instruct the agent, for example, "Apply a 10% discount to this quote", before confirming the final quote generation.
- Handling "Upgrade" vs. "Add-on".
- Use "Upgrade" when the intention is to replace the hardware or service with a better version. The Agent will highlight how the new option improves upon the old one.
- Use "Add-on" when the customer keeps their existing asset, but wants to add supplementary features or services, which are configured as optional child components. The Agent will highlight how the new option enhances the existing asset.
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Note When fetching results for upgrades for high-end products, the agent can include similar or lower-tier options based on the LLM definitions and the specified requirements. The agent can display up to 100 products each for add-ons and upgrades.