What are the Use Cases for Salesforce Energy and Utilities Cloud? Posted by
MacLain JohnsonThe short answer: Salesforce Energy and Utilities Cloud is the industry edition of Salesforce for energy retailers, utilities, and energy services companies. It adds a utility-specific data model, prebuilt industry processes, and quoting for complex energy products on top of the core platform. Salesforce now brands it Agentforce Energy and Utilities, but the product, and its Vlocity heritage, carry forward. Its best use cases are retail energy sales, customer service at utility scale, field operations, and digital self-service.
Energy providers run on systems a generic CRM cannot model: metered service points, regulated tariffs, multi-site commercial accounts, and long enrollment processes. Salesforce Energy and Utilities Cloud (E&U Cloud) exists to close that gap. Here are the use cases where it earns its keep, and how to tell if your organization is a fit.
What is Salesforce Energy and Utilities Cloud?
Energy and Utilities Cloud is built on the technology Salesforce acquired with Vlocity in 2020: an industry data model, guided processes built with OmniStudio, and Industries CPQ (often called EPC, for Enterprise Product Catalog) for quoting energy products and tariffs. Sitting on the core Salesforce platform, it inherits everything Sales Cloud and Service Cloud do, then adds the utility-specific layer. One naming note: under Salesforce’s 2025 rebrand the product is officially Agentforce Energy and Utilities, though most of the industry still says Energy and Utilities Cloud. For the full renaming picture, see our guide to the Salesforce product name changes.
What are the best use cases for Energy and Utilities Cloud?
Use case What the platform does Retail energy sales Guided enrollment, plan and tariff quoting through Industries CPQ, and outbound campaign management for residential and commercial acquisition Commercial and industrial (C&I) sales Multi-site account modeling, complex contract quoting, and renewal management for large customers with many service points Customer service A utility-aware console showing accounts, premises, meters, and billing context, with guided flows for common interactions like moves, billing questions, and outage reports Field operations Scheduling and dispatch through Salesforce Field Service for installations, inspections, and maintenance work Digital self-service Experience Cloud portals where customers enroll, view usage, manage payments, and submit service requests without calling Grid connection requests Structured intake and processing for new connections, solar interconnections, and service upgrades
Where does it deliver results in practice?
The pattern we see across energy engagements is that value concentrates wherever a process crosses systems: a sale that has to reach billing, a service call that needs meter data, an enrollment that spans web, call center, and back office. The industry data model means those handoffs happen on shared records instead of file transfers. Our work with Direct Energy is a good example: outbound selling opportunities and client interactions across diverse geographies, managed on the Vlocity-based platform, with measurable gains in lead conversion. The platform is not a fit for everyone; a small energy services firm without regulated products may do fine on standard Sales Cloud plus careful configuration, and that is worth pressure-testing before paying the industry premium.
Implementing Energy and Utilities Cloud with CloudMasonry
E&U Cloud projects blend CRM delivery with utility domain modeling, and the OmniStudio toolset rewards teams who have used it before. CloudMasonry has delivered on the Vlocity stack since before it was a Salesforce product, and our Energy and Utilities Cloud consulting practice covers implementation, integration with billing and metering systems, and ongoing support. Contact us to discuss your use case.
Frequently Asked Questions
What is Salesforce Energy and Utilities Cloud called now?
Under Salesforce’s 2025 move to the Agentforce 360 brand, Energy and Utilities Cloud is officially named Agentforce Energy and Utilities. The product, licenses, and implementations carry forward; only the name changed.
Who should use Energy and Utilities Cloud?
Retail energy providers, regulated utilities, and energy services companies that need utility-specific structures such as premises, meters, tariffs, and complex enrollment processes. Smaller firms without regulated products can often start on standard Sales Cloud instead.
What is OmniStudio and how does it relate?
OmniStudio is the toolset, originally from Vlocity, for building guided industry processes on Salesforce: multi-step flows, integration procedures, and flexible UI cards. Energy and Utilities Cloud uses it heavily for enrollment, service, and quoting experiences.
Does Energy and Utilities Cloud include quoting?
Yes. It includes Industries CPQ with an enterprise product catalog designed for energy plans and tariffs, so reps and digital channels can quote complex products with pricing rules applied automatically.
MacLain JohnsonThe short answer: Salesforce Energy and Utilities Cloud is the industry edition of Salesforce for energy retailers, utilities, and energy services companies. It adds a utility-specific data model, prebuilt industry processes, and quoting for complex energy products on top of the core platform. Salesforce now brands it Agentforce Energy and Utilities, but the product, and its Vlocity heritage, carry forward. Its best use cases are retail energy sales, customer service at utility scale, field operations, and digital self-service.
Energy providers run on systems a generic CRM cannot model: metered service points, regulated tariffs, multi-site commercial accounts, and long enrollment processes. Salesforce Energy and Utilities Cloud (E&U Cloud) exists to close that gap. Here are the use cases where it earns its keep, and how to tell if your organization is a fit.
What is Salesforce Energy and Utilities Cloud?
Energy and Utilities Cloud is built on the technology Salesforce acquired with Vlocity in 2020: an industry data model, guided processes built with OmniStudio, and Industries CPQ (often called EPC, for Enterprise Product Catalog) for quoting energy products and tariffs. Sitting on the core Salesforce platform, it inherits everything Sales Cloud and Service Cloud do, then adds the utility-specific layer. One naming note: under Salesforce’s 2025 rebrand the product is officially Agentforce Energy and Utilities, though most of the industry still says Energy and Utilities Cloud. For the full renaming picture, see our guide to the Salesforce product name changes.
What are the best use cases for Energy and Utilities Cloud?
| Use case | What the platform does |
|---|---|
| Retail energy sales | Guided enrollment, plan and tariff quoting through Industries CPQ, and outbound campaign management for residential and commercial acquisition |
| Commercial and industrial (C&I) sales | Multi-site account modeling, complex contract quoting, and renewal management for large customers with many service points |
| Customer service | A utility-aware console showing accounts, premises, meters, and billing context, with guided flows for common interactions like moves, billing questions, and outage reports |
| Field operations | Scheduling and dispatch through Salesforce Field Service for installations, inspections, and maintenance work |
| Digital self-service | Experience Cloud portals where customers enroll, view usage, manage payments, and submit service requests without calling |
| Grid connection requests | Structured intake and processing for new connections, solar interconnections, and service upgrades |
Where does it deliver results in practice?
The pattern we see across energy engagements is that value concentrates wherever a process crosses systems: a sale that has to reach billing, a service call that needs meter data, an enrollment that spans web, call center, and back office. The industry data model means those handoffs happen on shared records instead of file transfers. Our work with Direct Energy is a good example: outbound selling opportunities and client interactions across diverse geographies, managed on the Vlocity-based platform, with measurable gains in lead conversion. The platform is not a fit for everyone; a small energy services firm without regulated products may do fine on standard Sales Cloud plus careful configuration, and that is worth pressure-testing before paying the industry premium.
Implementing Energy and Utilities Cloud with CloudMasonry
E&U Cloud projects blend CRM delivery with utility domain modeling, and the OmniStudio toolset rewards teams who have used it before. CloudMasonry has delivered on the Vlocity stack since before it was a Salesforce product, and our Energy and Utilities Cloud consulting practice covers implementation, integration with billing and metering systems, and ongoing support. Contact us to discuss your use case.
Frequently Asked Questions
What is Salesforce Energy and Utilities Cloud called now?
Under Salesforce’s 2025 move to the Agentforce 360 brand, Energy and Utilities Cloud is officially named Agentforce Energy and Utilities. The product, licenses, and implementations carry forward; only the name changed.
Who should use Energy and Utilities Cloud?
Retail energy providers, regulated utilities, and energy services companies that need utility-specific structures such as premises, meters, tariffs, and complex enrollment processes. Smaller firms without regulated products can often start on standard Sales Cloud instead.
What is OmniStudio and how does it relate?
OmniStudio is the toolset, originally from Vlocity, for building guided industry processes on Salesforce: multi-step flows, integration procedures, and flexible UI cards. Energy and Utilities Cloud uses it heavily for enrollment, service, and quoting experiences.
Does Energy and Utilities Cloud include quoting?
Yes. It includes Industries CPQ with an enterprise product catalog designed for energy plans and tariffs, so reps and digital channels can quote complex products with pricing rules applied automatically.
Client Success Stories
Direct Energy
CloudMasonry has provided Direct Energy the ability to increase lead conversion efficacy and revenue with Vlocity Energy & Utilities Cloud.
NRG
CloudMasonry and NRG partnered to deliver a best-in-class field selling experience built on the Salesforce platform.
Vantage Data Centers
CloudMasonry built a Salesforce inventory and customer management system for Vantage Data Centers, unifying four project management tools into one platform with global visibility.
CoreSite
CloudMasonry moved CoreSite off a third-party quoting package onto native Salesforce CPQ, unifying multi-site quoting, renewals, amendments, and billing in one data model.