Objetive

The goals of elevate the sales team productivity and success rate are met by providing sales users with an AI calculated Customer Engagement Score (CES) and a suggested next best action (NBA). In order to make sure that AI responses are accurate, up-to-date and trusted, values for CES and NBA are re-calculated periodically and every time a new interaction with the customer is logged and/or updated.

The main features are:

1. Customer engagement soore could have a value between 0 and 100.
2. Next best action is suggested based on Customer engagement score value.

When an activity is created or updated, or a new email is registered for the account, the Agent will calculate a new Customer engagement score. The new score will consider account’s opportunities, emails sent & received and all activities associated with the account. The Agent then proceeds to suggest a next best action to Sales rep.

When the CES is below a defined threshold a new high priority task will be automatically created and assigned to the account owner. This task is defined based on the NBA generated by the Agent.

For accounts that haven't had any interactions during a certain period of time the system will invoke the Agent to calculate a new CES considering emails sent & received and all activities associated with the account over a specified period of time. After a new CES is calculated the Agent will generate a new NBA and update the Account record with the new values.

Built With

• agentforce
• apex
• email
• flow
• metada
• prompt
• salesforce