Record Alerts for proactive manufacturing service
Key Takeaway
Record Alerts flag what needs attention on a record now or soon, so an agent can raise the issue before the caller asks.
Record Alerts are short notices that appear on records. They show service reps and account managers what needs attention now or soon. In Agentforce Manufacturing, they support proactive service, because an agent on a call can raise an issue before the partner or customer asks about it.
What Record Alerts cover
Common uses include case escalation, order delivery status, warranty expiration and sales agreement renewal.
Marcus, a service rep, takes a call from a distributor about a billing question. A record alert on the distributor's account shows that an order of replacement belts is delayed. Marcus mentions the delay before the distributor asks about it and gives the new delivery date.
Alerts can be about records in standard objects, custom objects, external objects and data model objects in Data 360. Record Alerts are available in Lightning Experience, in editions with Industry Service Excellence permission set licenses.