These are mainly external. E.g. answering questions without needing to answer a case, performing basic tasks that would previously needed to be done manually. The aim being trying to stop as many cases being created by resolving them 1st

So far we have primarily been working on reducing cases by handling the smaller stuff before a human needs to get involved.

Data cloud is set up as although you don't need it to power the data for your agent you do need it for some features to work. It is mainly being used for unstructured data.

It's my final stop off the European tour of Screen Flows: The Underdog Hero of Salesforce frenchtouchdreamin.com/index.php/sc... 😊

And finally back online 😅