Salesforce · Retail & CPG
Salesforce Data Cloud + Agentforce for a specialty retailer
18% conversion lift · 27% of service contacts resolved by Agentforce
At a glance
Key metrics
18%
conversion lift
27%
of contacts resolved by Agentforce
3x
campaign velocity
Challenge
The situation
Fragmented customer data across marketing, commerce, and service clouds. Agentforce had no trustworthy profile to ground on.
Approach
How we delivered
- 01 Built a unified customer graph on Salesforce Data Cloud.
- 02 Activated personalization through Marketing Cloud, Commerce Cloud, and Agentforce on a single profile.
- 03 Embedded consent and purpose-of-use governance.
Architecture
Solution architecture
Data Cloud as profile backbone. Segments published as Data Actions. Agentforce grounded on customer profile + knowledge articles. Real-time events via Streaming APIs.
Architecture diagram placeholder
Data flow across source systems, platform, governance, and activation layers.
Outcomes
Measured results
- 18% conversion lift on priority personalized journeys.
- 27% of service contacts resolved by Agentforce.
- 3x campaign velocity.
Technology
Tech stack
Platform
- Salesforce Data Cloud
- Marketing Cloud
- Commerce Cloud
- Service Cloud
- Agentforce
Integration
- MuleSoft
- Data Cloud Streaming
“Agentforce finally had a customer to talk to.”
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