Customer Overview
A leading fragrance retailer uses Salesforce Retail Cloud to manage B2B sales operations for wholesale distributors, corporate clients, and retail partners. Sales representatives frequently receive purchase requests containing 100+ products, where product names and quantities are submitted in an unstructured format through email, WhatsApp, phone calls, and spreadsheets. Creating estimates for these high volume orders was a time-consuming, manual process that impacted sales productivity, delayed customer responses, and increased the risk of data entry errors.
Business Challenge
The sales team regularly received bulk product requests in various formats, including:
- Product codes with quantities:- (Example= MT-1001 – 24)
- Product names with requested quantities:- (Example= Midnight Tide – 24)
- Product names along with fragrance family and target gender:- (Example= Midnight Tide – Woody Aquatic – Men – 24)
- Product names that did not exactly match Salesforce product master data
- Spreadsheet extracts
- Plain text copied from customer emails
To prepare an estimate, sales representatives had to:
- Search for each product individually.
- Add products one at a time to the quote.
- Enter quantities manually.
- Validate customer-specific pricing.
- Review the completed estimate for accuracy.
For large orders containing more than 100+ products, the standard Salesforce quote creation process became a significant productivity bottleneck. In many cases, customers expected an estimated price immediately during a phone conversation, making the manual process impractical.
Initial Process
Although the custom user interface significantly simplified data entry, preparing large estimates still required approximately longer time, limiting the sales team's ability to respond quickly.
Opportunity
After seeing the capabilities of AI assistants in other business applications, the customer envisioned a conversational experience within Salesforce that could eliminate manual quote creation.The objective was to enable sales representatives to simply paste a customer's order or type it naturally and allow Salesforce to automatically generate the estimate
Solution
An AI-powered sales assistant was built using Salesforce Agentforce to automate estimate creation from unstructured customer requests. Instead of manually creating quote line items, sales representatives interact with the agent using natural language.
How It Works
Step 1: Sales representative recieves the order for 100+ products
The sales representative receives a bulk purchase request for 100+ products from the customer via email, WhatsApp, phone call, or spreadsheet.
Step 2: Start the Conversation and paste the customer order
The sales representative opens the Agentforce panel in Salesforce, and pastes the order directly from the customer's email.
Example:
Create an estimate for Ethan Carter
Midnight Tide – 24 pcs
Urban Legend – 18 pcs
Urban Legend Elite – 6 pcs
Shadow Steel – 40 pcs
Ember Storm – 12 pcs
Desert Horizon – 18 pcs
Velvet Vanilla – 24 pcs
Neon Bloom – 30 pcs
Crimson Saffron – 12 pcs
...
(100+ products)
Users can also type product requests manually if needed.
Step 3: Agent Understands the Request
Agentforce automatically:
- Parses the email content.
- Identifies the customer and store location.
- Validates the customer against Salesforce Accounts.
- Identifies product codes and product names.
- Extracts requested quantities.
- Validates products against the Salesforce product catalog.
- Flags invalid or ambiguous products.
- Maps products to the correct Price Book Entries.
Step 4: Quote Creation
The agent automatically:
- Creates the Quote (Estimate).
- Associates the correct Account and Opportunity.
- Adds all Quote Line Items.
- Applies customer-specific pricing.
- Present quote summary with total price.
No manual product selection or line item entry is required.
Step 5: Review and Send
The sales representative reviews the generated estimate, makes any necessary adjustments, and sends it to the customer. The entire process typically takes less than one minute.
Agentforce Capabilities
The AI agent performs multiple business actions during a single conversation.
Intelligent Order Parsing
- Understands structured and unstructured customer requests.
- Extracts products and quantities.
- Recognizes product codes and product names.
- Handles large orders containing hundreds of line items.
Salesforce Actions
The agent automatically:
- Searches for the customer Account.
- Searches the product catalog.
- Retrieves Price Book Entries.
- Creates the Quote.
- Creates Quote Line Items.
- Applies customer-specific pricing.
- Reports missing or invalid products for user review.
Conversational Experience
Example request:
Please create an estimate for Ethan Carter
Orion Fragrances Men
Midnight Tide – 48 pcs + 2 Testers
Urban Legend – 48 pcs + 2 Testers
Urban Legend Elite – 12 pcs
Shadow Steel – 12 pcs
Ember Storm – 12 pcs
Desert Horizon – 12 pcs
Orion Fragrances Women
Velvet Vanilla – 12 pcs
Neon Bloom – 24 pcs
Crimson Saffron – 24 pcs
Honey Latte – 12 pcs
Golden Coast – 12 pcs
Azure Escape – 12 pcs
Blush Reverie – 12 pcs
Sugar Spice – 12 pcs
Aurora
Sweet Whisper – 12 pcs
Morning Roast – 12 pcs
Ruby Cherry – 12 pcs
Golden Caramel – 12 pcs
Gift Sets
Midnight Tide Gift Set – 6 pcs
The entire interaction takes place through natural language, eliminating the need to navigate multiple Salesforce screens.
Solution Architecture
Salesforce Technologies
- Salesforce Sales Cloud
- Salesforce Agentforce
- Apex for passing Product IDs, Price Book Entry IDs, quantities, and Quote IDs during Quote Line Item creation
- Salesforce Flow
- Custom Agent Actions for quote creation and business validations
AI Workflow
Business Outcomes
Key Benefits
For Sales Representatives
- Eliminated repetitive manual data entry.
- Create large estimates in minutes instead of nearly an hour.
- Spend more time engaging with customers instead of entering data.
- Reduce errors caused by manual product selection and quantity entry.
For the Business
- Faster turn around for customer quote requests.
- Improved sales productivity without increasing head count.
- Consistent and accurate quote creation.
- Enhanced customer experience through faster response times.
For Customers
- Receive estimates much faster.
- Improved quote accuracy.
- Reduced delays for large order processing.
Innovation Highlights
- Natural language quote creation within Salesforce.
- Automatic parsing of unstructured customer requests.
- AI-driven product matching and validation.
- End-to-end quote generation through a single conversation.
- Scalable solution capable of processing high-volume orders containing hundreds of products.
See It In Action
Watch how a 100+ product order the kind that once took an hour to quote gets turned into a ready-to-send estimate in under five minutes. This walkthrough shows the actual conversation inside Salesforce: pasting a raw customer order, watching Agentforce parse it, validate it against the product catalog, and generate a fully priced quote, no manual line-item entry required.
Conclusion
By leveraging Salesforce Agentforce, the retailer transformed a manual, hour-long quote creation process into an AI-assisted workflow completed under fraction of minutes.
Sales representatives can now generate complex estimates simply by pasting customer order details into a conversational interface, eliminating repetitive manual effort while improving accuracy and consistency.
The solution significantly increased sales productivity, reduced order processing time, minimized data entry errors, and accelerated customer response times, demonstrating how generative AI can streamline core sales operations beyond traditional customer service use cases.
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