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D1Decision request D2Current customer-service setup D3Agentforce overview D4Sierra call notes D5Build or hybrid outline
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Choose the approach and investment for an AI agent pilot that changes customer delivery addresses

Owner: Dana, Director of Customer Service Transformation
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Overview Open points 6 Requests 3 Evidence 5 Decision Activity
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First-year cost must not exceed $200,000, all costs included.
Pilot-ready within 12 weeks of the 2 November start.
Changes addresses only for signed-in customers' unshipped orders.
Hands every other case to a human adviser.
What first-year cost does each option need?
Options in play 4
Extend Service Cloud with Agentforce
Connect Sierra
Build in-house or hybrid
Make no change
TTomásIntegration lead
AAishaDelivery lead
OOwenIdentity and security
RequestEntente to Tomás, approved by Dana
Entente
Can the OrderHub API update the delivery address on orders in scope, and with what limits?
T
Tomás
In the sandbox it accepts an update on a placed order and rejects it once shipped.
Sandbox test notes
Checking the reply against the conditions
Entente · follow-up
Can OrderHub record every change the agent makes: customer, order, old and new address, and time?
Tomás is replying
T
Tomás
Yes. The order history logs each change with the old and new address and a timestamp.
Checking the reply against the conditions
Ready for a decisionEvery condition has an answer.
Entente suggests

Extend Service Cloud with AgentforceLowest first-year cost of the three, inside both limits

Cost and timing against the limits $200,000 · 12 weeks
OptionFirst-year costAgainst the limits
Agentforce$160,000Inside both · 8 weeks
Connect Sierra$180,000$20k more, no extra benefit
Build in-house or hybrid$190,000Same capabilities, right at 12 weeks
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Decision recordedProceed · Dana
5Documents read
3Experts replied
6Points answered
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