Enabling Agentforce account summarization for Customer Engagement
Key Takeaway
Agentforce for Account Summarization needs Einstein Setup, territory and history data, three toggles on the Life Sciences for Customer Engagement Setup page, the right permission sets, and a persona-based agent. Offline use in the mobile app takes extra setup: create an object metadata cache configuration for the Provider Account Territory Summary object, then generate the metadata cache.
Agentforce for Account Summarization gives field users an AI-generated summary of a healthcare provider account before a visit. The summary covers the account's latest updates, historical interactions, and related records. Each summary is tailored to the user's assigned territory. Users ask for a summary in plain language in the Agent window, on the web and on the iPad. Several pieces must be in place before you can enable the feature: Einstein Generative AI, a few Life Sciences for Customer Engagement setup toggles, the right permission sets, territory and history data, and a persona-based agent.
How the solution works
The solution has one topic, two actions, and a flow.
| Name | Type | What it does |
|---|---|---|
| Pre Visit Planning | Topic | Uses the Identify Records By Name and Generate Healthcare Provider Summary actions |
| Identify Records By Name | Action | Identifies the provider record and the user's territory |
| Generate Healthcare Provider Summary | Action | Summarizes the provider by invoking the Generate Account Summary flow |
| Generate Account Summary | Flow | Produces the summary |
The Generate Account Summary flow first checks two things: whether a summary record exists, and whether the record captures the account's latest updates. The flow retrieves the latest summary details only when no summary record exists or when the account has updates that haven't been summarized.
Before visiting Dr. Lee, a sales representative asks the agent for a summary of Dr. Lee's account. The account already has a summary record, and that record captures the account's latest updates. Because nothing new needs summarizing, the flow doesn't retrieve new summary details. A week later, the account has updates that the summary record doesn't capture yet. On the next request, the flow retrieves the latest summary details.
To tailor the solution to a company's needs, customize the Pre Visit Planning topic and its related actions.