Imagine a sales rep, Mark, about to jump on a crucial client call. He needs the client’s latest expense reports, but those are scattered across different system like Snowflake and internal MDM systems. Mark’s reporting system (ex: Concur) screen, his central hub, remains frustratingly empty. He knows the drill: log into multiple systems, hunt down files, and waste precious minutes. This isn’t just Mark’s problem; it’s a daily hurdle for sales teams, a frustrating bottleneck in the quest for efficiency.
The reality is stark: data silos, manual tasks, and the constant battle for timely information. Sales reps need expense data, but it’s trapped across disparate platforms. Juggling logins and sifting through interfaces becomes a time sink, especially when crucial insights are needed directly within their Concur workflow. What if, instead, they could access unified, actionable data instantly, right where they work?
That’s where the transformative power of Agentforce and Data Cloud, fueled by Zero Copy, comes into play. It’s not just about technology; it’s about reimagining how businesses operate, empowering sales teams to deliver exceptional experiences. Data Cloud bridges the gap, bringing together fragmented data into a unified, accessible format.
Proposed Solution: Simplifying Data Access for Sales Reps
Our proposed solution focuses on delivering a seamless experience for sales reps within their Concur environment. We’ve structured it into four key steps:
Step 1: Zero Copy Connection to Data Cloud – This will help fetch the expense data from Snowflake
Step 2: Data Cloud Data Modeling and Profile Unification – Mapping data to Salesforce Canonical Model
Step 3: Agentforce AI Agent Creation and Data Retrieval – The 6 steps mentioned in the image below
Step 4: Deploying the AI Agent to Concur – For this Demo an Experienced Cloud website is used, which is used by Sales Rep
Step 1: Zero Copy Connection to Data Cloud
We begin by establishing a Zero Copy connection to Data Cloud from Snowflake, which holds the up-to-date expense data. This eliminates the need for data duplication into Data Cloud as you can access data directly from Snowflake, without the need to copying it into Data Cloud and ensures real-time access to the most up-to-date information. Imagine connecting your scattered data from different data lakes without moving a single byte – that’s the power of Zero Copy.
The screen below shows, the expense details of a customer in Snowflake.
Once a Zero Copy Connection is created – The Customer table can be directly accessed as a DLO on Data Cloud.
Step 2: Data Cloud Data Modeling and Profile Unification
Next, we configure a Data Cloud Data Model Object (DMO) and map the data from our connected sources. This process unifies customer profiles, creating a comprehensive view of expense details. With near-real-time data synchronization provided by Zero Copy, updates are reflected within 15 minutes, ensuring sales reps always have the latest information.
The screenshots below show, a data stream mapping between DLO and a DMO, to harmonize the data for unification.
Note: this the image below is a sample mapping only, not to be considered literally for your implementation purposes
Step 3: Agentforce Agent Creation and Data Retrieval
This is where the magic happens. We create a Service Agent designed to handle customer inquiries directly within Concur. An auto-launched flow is then implemented to retrieve expense status and type based on the customer’s ID, delivered via an Agent Action. Essentially, the Agent acts as a chat-based assistant, allowing sales reps to ask for information in natural language and receive instant, accurate responses.
The screenshot below shows, creation of an Agent with a Topic to fetch the Expense details from a Data Cloud DMO.
The screenshot below shows, fetching the data cloud DMO using an Auto-launched flow
Step 4: Deploying the Agent to a Website
Finally, we deploy the Agent directly within the Experienced Cloud website and an Omni-Channel flow. This integrates the Agent seamlessly into the sales reps’ existing workflow, enabling them to access unified data without leaving the website.
The Impact: Real Results, Real Transformation
Imagine your sales team gets crystal-clear, up-to-the-minute customer expense data, straight from any source, within just 15 minutes. That’s not a dream, it’s reality. We’re talking seamless updates from your legacy systems (using connectors), Redshift, Databricks, Snowflake, BigQuery—you name it! No more hunting through scattered data. Your reps see a unified, 360-degree view, right on the website, talking to an AI Agent. Where it gets even better is, you can perform actions and audit on this data using the AI Agent & Data Cloud auditing. Think of the impact: lightning-fast responses, personalized service, and sales teams armed with the insights they need to close deals, now. This isn’t just a tech upgrade; it’s a game-changer that puts data-driven power directly into the hands of your people.
Ready to transform your sales operations and empower your reps? Let’s discuss how Agentforce and Data Cloud can revolutionize your business.
Resources
- Agent Creation: Discusses about building an Agent from scratch
- Agent Actions: Best Practices of Agent Actions
- Autolaunched Flow: Examples of Autolaunched Flow and use cases it can support
- Omni Channel Flow: Creation and Configuration of simple to complex Omni Channel Flows
- Queue Creation: Create a queue where you want to route incoming messaging sessions
- Messaging In App and Web MIAW: Helps in Preparing Salesforce Org for MIAW
- Configure Web Deployment: Shows how the Agent Chat can be enabled on external website using Code Snippet & CORS
- Zero Copy Connectivity: Discusses about setting up connectivity between Snowflake and Data Cloud.
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