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.

Helping Agents Make Smarter Product Recommendations

When customers reach out, they’re often not just looking for basic product info, but also for help choosing the right solution. This means all Agents should be empowered to offer insightful product recommendations, helpful comparisons between different options, and suggestions for complementary products. The better the recommendations, the better the experience and the ability to equip customers with all the necessary information to make confident purchasing decisions. 

Agentforce and Service Cloud make it easy for Agents to have these conversations. But the real challenge is behind the scenes: giving those Agents access to the data they need to personalize their guidance, such as a customer’s purchase history, and ultimately help your customers buy your products

Challenge: Agents require data that’s often archived

Here’s the reality for most enterprises: customer and product data is all over the place. It might live in different Salesforce Orgs, old systems, or worse—buried in inaccessible archives. That’s a blocker. 

And access to archived data can’t simply be granted for the sake of customer service, because sensitive customer info like payment history or identity data needs to remain protected. You can’t just open the data floodgates for everyone.

This common hurdle arises when an organization lacks a centralized Master Data Management (MDM) system. Often the recommended cure is to  consider a solution with complex data synchronization capabilities just to get a unified view. But there’s an easier way.

Solution: smarter access to the right data

The solution is to enable Agents to have access to necessary archived data without sacrificing data protection, the solution is to make the data accessible right inside the Agent’s workflow.

Odaseva for Agentforce:

Odaseva helps companies archive historical data securely, then plug it back into Agentforce workflows when it’s needed. Agents can pull in relevant insights such as what a customer bought last year or how their old plan compares to what’s available now without having to load that data back into Salesforce.

And for sensitive info, Odaseva provides an additional layer of security and control with Odaseva Zero Trust Vault. Agents can still use insights from that data, but the private details stay protected and out of reach from bots, automations, or anyone who doesn’t need to see them.

Odaseva also helps bridge the gaps between Salesforce Orgs. So even if customer and product data are stored in different systems, Agents still get a unified view.

Personalized recommendations don’t happen without data. Odaseva makes sure Agents can access the right data securely, efficiently, and without creating more work for IT.

Want to see it in action? Request a demo today.