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.

How to Give Agentforce Agents Access to Archived Data (Without Overloading Data Cloud)

Customers want to know many things about your products and services – from current availability, to intricate specifications, to replacement part details. Your Agents are on the front lines, fielding a constant stream of customer inquiries – all powered by Service Cloud and Agentforce. 

How can you best support them?

Challenge: Agents require data that’s often archived

A significant portion of this historical yet vital data often isn’t actively housed within the production data environment. Organizations offload Salesforce data to archived systems for a variety of reasons ranging from:

• Regulatory compliance
• Reducing storage costs
• Speeding up system performance 
• Avoiding reaching governor limits
• Maximizing business relevance
• And more

Now, the challenge arises: how do you give your Agents access to this wealth of historical but valuable data, without the cumbersome and often impractical approach of migrating vast amounts of archived data into your Data Cloud?

Solution: Leverage archived data for Agentforce

The solution is to enable real-time access to archived product data without requiring full migration into production systems. When archived data can be referenced within an Agent’s workflow, it becomes easier for the Agents to deliver accurate responses, without having to move historical data back into production environments.

Odaseva for Agentforce: Bridging the gap between archived data and real-time support

Odaseva customers can store historical data in a secure, compliant, and cost-effective archive, and then seamlessly integrate it so that it’s readily referenceable within the Agent’s workflow. 
For example, Wonderful Auto Insurance is a national company that proactively archives service cases off Salesforce when the case is resolved. Thanks to this process, the company both mitigates the privacy risks that stem from storing large volumes of customer data and reduces data storage expenses. 

However, when a Wonderful Auto Insurance service Agent interacts with a customer who desires specifics about a past service case for an upcoming lawsuit, the historical data related to this customer isn’t on Salesforce, its archived off-platform. How can the Agent help the customer? Because Wonderful Auto Insurance partnered with Odaseva, the company’s Agent can easily look up and access the historical data that’s stored in the secure archive, and provide the customer with the information they need. The customer is satisfied with Wonderful Auto Insurance’s customer service, the Agent delivers value to the company, the data is stored off Salesforce to retain the benefits of archiving – everybody wins.

By bridging this gap thanks to Odaseva, Agents can answer customer questions comprehensively and accurately, drawing upon a historical repository of product knowledge. This improves both customer satisfaction, and the efficiency of service operations. 

With Odaseva for Agentforce, you can get the best of both worlds – accurate and complete Agentforce responses plus the benefits of archiving data off Salesforce.
Ready to learn more? Request a demo today.