Get to Know Agentforce Financial Services

The New Digital Workforce for Financial Services

Financial institutions such as yours are under constant pressure to deliver more personalized service while operating within tight regulatory and operational constraints. Customers expect seamless, consistent experiences across all channels. At the same time, bankers, advisors, and insurers require tools to meet those customer needs at scale.

The solution for all of those needs is Agentforce Financial Services, formerly known as Financial Services Cloud.

More than a CRM, it's a platform where humans and intelligent AI agents work together to drive customer success. Built on the Salesforce Platform, it unlocks data from core banking, financial planning tools, and claims administration platforms to create a unified view of every customer.

By combining trusted data with purpose-built AI, you automate routine tasks, personalize engagement, and help your human workforce focus on building high-value relationships that drive growth.

In this badge, you get a high-level introduction to how Agentforce Financial Services brings data, AI, and financial services workflows together.

Key Features

Here are some of the features, designed specifically for the financial services industry, that help you manage your team's work.

Industry-Specific Data Models

At the foundation of Agentforce Financial Services are data models built for financial services. Those data models support how institutions structure financial accounts, household relationships, and B2B client structures.

For example, the Know Your Customer (KYC) data model captures and manages customer information required for identity verification, risk assessment, and regulatory compliance.

And industry-standard APIs simplify integrations between your core systems and applications, unifying information into a single source of truth in Salesforce.

Use Data 360 to unlock and activate customer data from disparate systems such as core banking. With Data 360 and Agentforce Financial Services, you create a unified financial profile for each client that includes insights into their financial accounts, net worth, and so on.

To learn more about all of Agentforce Financial Services' data models, complete the next unit in this badge, Explore Financial Services Data Models.

Onboarding and Compliance

Client onboarding is one of the most complex and risk-sensitive phases of the financial services lifecycle. Agentforce Financial Services helps you streamline this process without sacrificing compliance.

Simplify data collection with Discovery Framework and document management features designed to enforce compliance and standardize onboarding.

Security and compliance features don't just help with onboarding. Agentforce Financial Services helps enforce compliance across your entire financial services ecosystem. It secures sensitive financial data with Compliant Data Sharing. Add Process Compliance Navigator to embed strict regulatory controls into both human-driven and autonomous AI workflows.

Agentforce Financial Services Agents

Agentforce Financial Services provides you with tools to deploy AI agents that can reason, adapt, and complete tasks independently within defined guardrails.

Internal employee agents and external customer agents help you scale service, streamline onboarding, and personalize engagement to drive growth. Here are some of the prebuilt templates to quickly get you started.

• Banking Service Customer Assistance and Banking Service Employee Assistance resolve customer issues such as charge disputes and fee reversals any time using ready-to-use workflows.
• Banking Relationship Assistance automates tasks such as meeting wrap-up, and proactively identifies and updates client goals so bankers can focus on nurturing high-value relationships.
• Financial Advisor Assistance automates portfolio analysis and asset allocation reviews to identify rebalancing opportunities and generate data-driven meeting briefs.

Complete the Set Up AI Agents for Banking unit in this badge for details.

Solutions for Every Financial Services Team

Each financial services institution is different, and each department in your organization has its own needs. Agentforce Financial Services offers purpose-built capabilities across every department, while remaining highly configurable to serve what makes each department unique.

Here's how different roles benefit.

• Retail bankers get a 360-degree view of clients and customers to deliver consistent experiences across branches.
• Wealth management advisors use Financial Goals and Plans to track client objectives and use AI to automatically summarize client interactions.
• B2B relationship managers use Business Relationship Plans to track goals and more effectively engage with business clients.
• Customer service reps get ready-to-use service processes to deliver prompt, proactive, and personalized support.
• Insurance reps and producers get the tools to quote, price, sell, and service insurance policies and manage claims.

Plus you can add features to benefit other parts of your business. By adding Digital Lending, for example, loan officers and underwriters get support throughout the lending lifecycle, with self-service applications and AI agents that guide borrowers.

Wrap-Up

Agentforce Financial Services transforms how you work by unifying trusted data in an industry-specific data model, purpose-built capabilities, and AI agents that speak the language of financial services. The platform helps you automate the routine and focus on what matters most: your customers' financial success.

Now that you know the basics, continue to the next unit to learn more about the data models underneath it all.

Resources

• Salesforce Site: Agentforce Financial Services
• Salesforce Help: Agentforce Financial Services
• Trailhead: Agentforce Basics