Implementation of Field Sales process and Salesforce Agentforce for Retail Denmart

• Inefficient field sales tracking and manual check-ins.
• Limited visibility into customer purchase history.
• Lack of a digital catalog and order management system.
• No automation in quote and order conversion.
• Absence of AI-driven insights for field sales and customer support.
• No chatbot or self-service support for dentists.

Field Sales Process Automation:

• Check-in and Check-out Attendance: Field agents can now log attendance and specify reasons for visits while capturing device.
• Store Visit Tracking: Agents check in and out at store locations with location capture enabled.
• Account 360: A consolidated view displaying all orders, cart details, and product purchase history on the account page, including order-related thumbnails.

Product & Pricing Management:

• Catalog Management: List view of all products, recommended products, recently purchased items, search functionality, and category-based exploration.
• Single Currency Consideration: Standardized pricing model with no bundled products.

Cart and Checkout Process:

• Product selection and checkout with delivery date and time specification.
• No tax, shipping, or warehouse integrations in this phase.

Quote Management:

• Quote creation during checkout with due date and point of contact selection.
• Automatic PDF generation and email dispatch.
• Offline download option for the quote.

Order Processing:

• Ability to convert quotes to orders with quantity modification.
• Repeat order functionality with updated pricing.

Expense & Reimbursement Management:

• Agents can log expenses incurred during visits, including type selection, amount input, and receipt uploads.
• Travel distance tracking deferred for future phases.

Mobile Compatibility:

• The entire solution is accessible via mobile for on-the-go operations.
• Custom quote PDFs limited to a simple two-page format.

AI & Automation through Salesforce Einstein and Agentforce:

Einstein 1: Field Sales

• Field agents can trigger actions like checking inventory, creating quotes, and scheduling follow-ups.
• AI-driven email response suggestions based on dentist purchase history and specialties.

Insights through Einstein Copilot:

• “Which dentists in my territory have purchased the most products this quarter?”
• “Show me customers with pending orders.”
• “Suggest SKU and discounts for this Dentist based on order history and SKU performance.”

Agentforce Chatbot

• AI-powered chatbot trained to handle FAQs and provide quick resolutions.
• Intelligent escalation to human agents with context preservation.
• Smart product recommendations based on purchase history, symptoms, and allergies.
• Automated callback scheduling based on dentist and agent availability.

Agentforce: Inventory and Order Management

• Real-time inventory lookup and order tracking.
• Automated restocking notifications based on demand.
• AI-powered customer inquiries such as: “Do you have Product X in stock?” and “When will my last order be delivered?”

Einstein 1: Training and Onboarding for New Agents

• AI-driven virtual assistant for training new agents.
• Quick responses to process-related queries, e.g., “How do I process a return?” or “What are the current promotions?”

Enhanced Customer Experience: Personalized recommendations and seamless order tracking.

AI-driven Productivity: Reduced manual effort with automated insights and chatbot assistance.

Streamlined Order Management: Faster checkout and order processing with quote-to-order conversion.

Cost Savings: Reduced manual reimbursement processing and error-free expense tracking.