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Help service teams resolve customer needs faster

Service teams work across customer conversations, case histories, knowledge, products and information from other parts of the business.

When that context is difficult to find, simple requests take longer and customers may have to repeat themselves.

Megnity helps organizations use Service to bring the right information into the service workflow, reduce repetitive work and help teams respond with better context.

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  1. Context

    Give service teams the complete context

    A service request rarely begins with everything an agent needs to know.

    Relevant information may sit across Salesforce, previous interactions, knowledge sources and other enterprise systems.

    We help connect that information so service teams can understand the customer and the issue without searching across multiple places.

  2. Cases

    Make case handling easier

    Service teams can spend significant time classifying cases, reviewing histories and deciding where requests should go.

    Agentforce can support suitable parts of this process by organizing incoming information, identifying relevant context and helping route work to the right team.

    We design the workflow so people remain involved where their judgment is required.

  3. Knowledge

    Help teams find answers faster

    The answer to a customer question may already exist somewhere in the organization.

    Finding it is often the harder part.

    We help connect Agentforce with approved knowledge and information sources so service teams can find relevant content more quickly and use it within the customer conversation.

Routine work

Reduce repetitive service work

Many service interactions include routine steps before the real problem can be addressed.

Agents can help collect information, summarize previous interactions, prepare responses and support defined actions within the workflow.

Explore AI agents

We focus automation on the work that saves people time while keeping responsibility clear.

Digital channels

Support customers across digital channels

Not every request needs to begin with a service representative.

Agentforce can support appropriate customer interactions through digital experiences, helping answer routine questions, collect information or guide a request to the right next step.

When human support is needed, the context gathered can move with the conversation.

Explore Financial Services & Healthcare

Digital experience
  1. 01 Answer routine questions
  2. 02 Collect information
  3. 03 Guide a request to the right next step
When a person is needed Service representative Context moves with the conversation

Customer data

Connect service with customer data

A service team may need more than information stored in the case record.

We help connect Service with Salesforce, Data 360, Databricks and other relevant enterprise sources so teams and agents can work with broader customer context.

Permissions determine what information is available within each workflow.

Explore Data 360

  • Salesforce
  • Data 360
  • Databricks
  • Enterprise sources

Service view

  • Case and customer
  • Broader customer context
  • Permissions applied

Wider business

Connect service with the wider business

Resolving a request may depend on information from billing, orders, products, inventory or other enterprise systems.

We help connect Salesforce and Agentforce with those systems so service workflows can use the information they depend on.

Explore integration

Life Sciences

Support Life Sciences service workflows

Life Sciences service and support processes may involve HCPs, patients, products and information that requires additional care.

We help design Service workflows around those realities, with appropriate attention to access, governance and human oversight.

For patient-facing processes, the same capabilities can form part of a broader connected patient services experience.

Explore patient services

Controls

Keep the right controls in place

An agent may be able to answer a question, find information or take a defined action.

That doesn’t mean it should do everything independently.

We help define what Agentforce can do, what information it can access and when a person needs to review, approve or take over.

Delivery

For regulated or sensitive environments, validation and traceability can also be incorporated into delivery.

Explore validation and compliance

How we deliver

From service use case to everyday support

01

Identify

Find service activities where an agent can reduce effort or improve response.
02

Connect

Determine the customer, case and enterprise information required.
03

Design

Define what the agent can do and when a person becomes involved.
04

Build

Configure Agentforce around the service workflow.
05

Test

Check responses, actions, permissions and handoffs.
06

Deploy

Introduce the agent into everyday service operations.
07

Improve

Use real interactions to continue refining the experience.

The stack

Technology around the service experience

Our Service work can bring together:

The technology is shaped around the service journey and the information required to support it.

  • Service
  • Salesforce
  • Data 360
  • Experience Cloud
  • Health
  • Databricks
  • Claude
  • MuleSoft
  • Enterprise applications and knowledge sources

Contact

Want to make customer service easier for your teams and customers?

Tell us where requests are slowing down, information is difficult to find or repetitive work is taking up your team’s time.

We’ll help you understand where Service can make the process work better.

Talk to us