The Problem: Why Most Service Teams Operate on Yesterday’s Data
Most service teams run on yesterday’s data — batch files, nightly jobs, dashboards that refresh after the crisis. Meanwhile, customers expect instant context, empathy, and resolution.
The gap costs more than CSAT. It quietly erodes loyalty, revenue, and brand trust.
What if every click, chat, tap, or sensor ping updated a customer’s profile in milliseconds — and your agents could act on it instantly? That’s what Salesforce Data Cloud’s Sub-Second E2E Real-Time + Agentforce unlocks. And ETG helps you design, implement, and operationalize real time that pays back fast.
The Stakes: Why “Almost Real-Time” Isn’t Real Time
Symptom: Agents ask customers to repeat info they’ve already shared.
Cause: Your “360” profile is 59 minutes old.
Impact: Slower resolutions, higher handle time, NPS and renewals at risk.
- Forecast risk: Laggy data doesn’t feed churn or upsell models
- Audit exposure: Fragmented trails increase compliance cost
- Agent burnout: Context hunting replaces helping
If your data’s late, your response is wrong, no matter how polite it is.
The Breakthrough: Sub-Second E2E Real-Time in Data Cloud
Data Cloud now supports a sub-second pipeline:
Event → Identity → Insights → Segment → Action
Think of it as a live nervous system for your CX.
- Real-Time Ingestion: Web, mobile, POS, IoT — available immediately
- Real-Time Identity: Known + unknown users unify on the fly
- Real-Time Insights & Segments: LTV, intent, eligibility, risk — update in milliseconds
- Real-Time Actions: Trigger the next best step inside Data cloud using AI Capabilities
Result: Agents don’t “look things up.” The right context and move arrive for them.
From Reactive to Agentic: What It Looks Like in the Moment
Scenario A — Real-Time Price Drop Notification
Customer: “This product seems a bit expensive. I’ll wait.”
• Ingestion pulls product catalog + pricing updates in real time
• Identity links product view events across web and mobile app
• Insight flags “price drop >10% since last view”
• Action: Data Cloud activates the event to connected channels (e.g., Marketing Cloud sends personalized push/email/SMS with the new discounted price)
• Agentforce surfaces the customer’s browsing and pricing history, pre-drafting a proactive outreach script for agents to engage VIP shoppers
Scenario B — Browse Abandonment Trigger
Customer: “Browses multiple product pages but leaves without adding to cart.”
• Ingestion captures browsing history + dwell time from SDK/web events
• Identity unifies session activity with known customer profile
• Insight detects “high-intent browsing without cart event” in last 30 mins
• Action: Data Cloud activates the signal to downstream systems (e.g., triggers a reminder message or discount through Marketing Cloud)
• Agentforce alerts the agent for high-value customers, surfacing abandoned products and suggesting next-best offers in a ready-to-send messageAuto-rebook + apology credit; agent alerted with contextual macro
Scenario C — High-Value Cart At Risk
Customer stalls at checkout after reading warranty terms.
• Insight “warranty hesitation” flips to true
• Action: Agent guided to offer extended coverage + free install; case auto-elevated
Hard Numbers: What Enterprises Unlock With True Real Time
| KPI |
Batch & “Near Real-Time” |
Sub-Second E2E + Agentforce (ETG-Led) |
Business Impact |
|---|---|---|---|
|
First-Contact Resolution |
58–72% |
75–88% |
Faster answers, lower re-contact |
|
Avg. Handle Time |
7–9 min |
↓ 30–50% |
More capacity without more headcount |
|
CSAT/NPS |
Flat / volatile |
+8 to +15 pts |
Trust compounds |
|
Deflection via Guided Actions |
10–15% |
22–35% |
Cost per case drops |
|
Churn Risk Intervention |
Days late |
Real-time |
Save the renewal before it slips |
Benchmarks from Salesforce, CX studies, and ETG delivery data.
Architecture, Without the Jargon
Two layers, one brain:
- Real-Time Layer: Millisecond decisions (data graph in high-speed cache)
- Lakehouse Layer: Deep processing (batch/streaming/federated)
Key Concepts:
- Data Graph: Minimal, high-value slice of the profile that must be hot
- Process Definitions: One declarative model across batch/stream/real time
- Flows + Rules: Business logic that routes, prioritizes, recommends
You need: Data Cloud + Sub-Second Real-Time Profile & Entities, Agentforce + Salesforce Foundations
Why ETG: Real Time That’s Useful, Compliant, and Cost-Smart
We make sure real time changes outcomes — without blowing up credits or governance.
- Outcome-First Use Cases: Start with 3 “money moves” (e.g., reduce repeat contacts 25%)
- Credit-Efficient Design: Filter at source, keep data graph lean — cut waste by six figures
- Agentforce Orchestration: Embed flows that feel like superpowers
- Guardrails & Monitoring: Usage alerts, access policies, real-time dashboards
Mini-Case: From Apology Tours to Anticipation
A global D2C brand struggled with repeat contacts and angry social threads after device failures. In 8 weeks, ETG delivered: • Sub-second ingestion from web, app, IoT
• Lean real-time data graph (health, errors, warranty)
• Agentforce flows auto-prioritized and surfaced fixes
Results in 60 days: 41% faster resolution, 12-point CSAT lift, 35% fewer escalations
“For the first time, support wasn’t catching up — it was leading.” — VP of CX
What This Is Not
- Another “CDP project” that takes a year and ships a dashboard
- A firehose of events no one uses
- A credit-sink that surprises Finance
It’s a tight, outcomes-led rollout that proves value in a quarter — and scales with discipline.
FAQs Leaders Ask Us
Will this replace my data warehouse?
No. Your lakehouse remains the system of record. Real-time is the hot path for urgent decisions.
How hard is identity in sub-second?
Data Cloud uses your existing rules. We simplify and align them to specific use cases.
Where do we start?
With one Moment That Matters — a painful, frequent interaction where real time flips the outcome.
Ready to Make Every Interaction Count?
You can’t coach agents into real time. You have to design it.
Only 5 audits available this quarter.