L'Oreal consumer-care advisor assistance

What was done

L'Oreal added Agentforce to the Service Cloud workspace used by consumer care advisors across a multi-brand support operation. The agent summarizes case history, confirms consumer intent, drafts emails in the right brand voice, validates case intent before closure, and generates promotional codes without the advisor navigating many screens. Data 360 grounds responses in case history, CRM records, approved knowledge, and order data from SAP S/4HANA. Salesforce reports average case handling time fell 64%, promo-code generation became 90% faster, and more than 300 eligible advisors use Agentforce daily.

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