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5 Steps to Getting Started with Data Cloud and Agentforce
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, Agentforce 360 Platform & Data 360 Product Marketing, APAC, Salesforce
, General Manager - Information Technology, Fisher & Paykel Appliances
Role: Administrator, IT Business Leader
Product: Agentforce, Data 360
Topic: Data Activation
Session Level: Beginner
Session Type: Theater
Session Summary: This session provided a comprehensive guide to implementing Data 360, and Agentforce 360, using a five-step framework for success. Fisher & Paykel's journey with these platforms was highlighted, showcasing how they utilized Data 360 to unify and govern business data and leveraged Agentforce 360 for enhanced customer support and operational efficiency. Key insights included the importance of organizational alignment, starting with focused use cases, and building a scalable architecture to drive measurable outcomes, such as a 70% call deflection rate. The session emphasized starting small, using iterative improvements, and leveraging Data 360's robust capabilities to achieve long-term growth and enhanced customer experiences across multiple touchpoints, including Service Cloud, Commerce Cloud, and Experience Cloud integrations.
Key Takeaways:
• Fisher & Paykel achieved a 70% call deflection rate by using Agentforce 360 and Data 360 to surface relevant troubleshooting content and improve customer self-service capabilities.
• Starting with a focused use case—such as resolving customer queries about product troubleshooting—allowed Fisher & Paykel to demonstrate quick wins and build momentum for broader adoption of Data 360 and Agentforce 360.
• By integrating Data 360 with generative AI and Salesforce's unified ecosystem, Fisher & Paykel streamlined operations, reduced inefficiencies, and enhanced customer satisfaction, setting the stage for more advanced use cases like predictive spare part recommendations and voice-enabled support.
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