Record Alerts and contextual alerts for client issues that need attention
Key Takeaway
Record Alerts flag items on a client's records that need attention now or soon, such as a low balance. The alerts come from a core banking system or are stored in Salesforce. Contextual Alerts flag crucial client changes for personalized outreach. Run My Day puts an advisor's meetings and prioritized alerts on one home page.
Agentforce Financial Services gives client-facing users several ways to see what needs their attention. Record Alerts work at the record level: agents scan a client's records for notifications, then act on them, snooze them, or dismiss them. Contextual Alerts highlight customer priorities and opportunities for bankers, agents, and advisors, and admins can start from a library of preconfigured alerts. Run My Day is a home page for financial advisors that shows the day's meetings beside prioritized alerts, with actions advisors can take on the page. A consultant matches each business requirement to the right one of these features. A consultant also knows when a different feature, such as Life Events and Business Milestones, fits the need better.
Record Alerts
Record Alerts alert agents to changes in client records that require action. Agents scan records for notifications. The notifications show information from your core banking system or from alerts that are stored in Salesforce. Record alerts help agents decide what needs attention now or soon.
A service agent at a regional bank opens a client's record before a call. A low balance alert shows on the checking account that funds the client's automatic withdrawals. The agent asks the client to transfer funds so the withdrawals don't cause an overdraft. A second alert on the record isn't urgent, so the agent snoozes it for later.
Agents can snooze alerts for later and dismiss them. Admins have these options for record alerts:
- Create custom severity values for record alerts.
- Group similar record alerts by creating record alert categories.
- Use Business APIs to aggregate and show alerts for financial account transactions, financial accounts, and person accounts in a hierarchical view.
- Configure a Record Alert expression set using Business Rules Engine.
Data Consumption Framework gives users access to record alerts generated in external systems without leaving Salesforce. A developer creates an Apex class that makes the external alerts available to Record Alerts.
The snooze and dismiss actions for external system alerts are available only if the external system has an API that supports snooze and dismiss. A consultant should confirm that the external system has this API before telling agents they can snooze or dismiss those alerts.