Agentforce is the most talked-about innovation in the Salesforce ecosystem right now. Organizations are embracing it to streamline operations, improve customer service, and lower operational costs.
But with these new workflows come new considerations for the data powering them. That’s because Agentforce changes how teams interact with critical data, which means rethinking how to secure and manage that data.
In this Odaseva for Agentforce series, we’ll explore key Agentforce use cases and show how Odaseva helps enterprises secure and manage the Salesforce data that’s powering the experience.
Support agents are often the first line of defense for customer inquiries, especially for common topics like warranties, repair coverage, service intervals, and maintenance policies.
These questions demand quick, accurate answers – but delivering them securely isn’t always straightforward.
Here’s the issue: personalized warranty details and service agreements are often managed by external vendors or third-party administrators that are not directly stored in your Salesforce Org.
This creates friction. When agents need to retrieve this information to answer a customer question, they often have to leave their primary workflow, access third-party systems, and pull sensitive data across external networks. That introduces risk ranging from slow response times to potential exposure of confidential customer data during transfer.
Rather than moving large volumes of sensitive data into Salesforce, the goal should be to connect to it securely. Agents need to reference personalized warranty info on demand, but you need to protect that data with comprehensive security.
But secure access alone isn’t enough. To truly protect customer privacy and comply with security standards, organizations need to ensure that data is encrypted throughout the entire process, from request to delivery.
Odaseva’s Zero Trust Connect provides the bridge between Salesforce and external policy systems without the risk.
With Odaseva Zero Trust Connect, you establish end-to-end encryption for this sensitive information as it travels between your Salesforce environment and external vendor data storage systems. This means that the data is protected at every stage of its journey, from the moment it’s requested by the agent to when it’s securely delivered.
By implementing this Zero Trust approach, you significantly minimize the potential for unauthorized access or data breaches. Your agents can confidently retrieve the necessary personalized policy details to address customer inquiries effectively, knowing that the sensitive information they are accessing is protected by state-of-the-art encryption throughout the entire data exchange process. This ensures both efficient customer support and the highest standards of data security and compliance.
With Odaseva, you don’t need to sacrifice security for service. Agents get what they need: policy data, repair terms, and maintenance schedules. Meanwhile, your enterprise maintains full control over sensitive information, ensuring privacy, compliance, and trust at every step.
Ready to learn more? Request a demo today.
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