Einstein Service Agent User in Salesforce Agentforce

In Salesforce Agentforce, when configuring an Employee Agent, there is no option to select a specific user. This agent automatically acts as the logged-in Salesforce employee and performs actions based on their permissions.

But when we create the Agentforce Service Agent, we deploy it on a customer-facing site or Community site, and it interacts with customers to handle their requests automatically based on the configured actions.

If the Agentforce Service Agent is deployed on a public site, it runs with the permissions of the Guest User for that site. This means it can only access objects, fields, and actions that the Guest User profile allows. It cannot perform actions restricted to internal Salesforce users.

For this reason, we have the Einstein Service Agent User. We can assign permissions to this user based on business requirements, and the agent responds to customers according to those permissions.

In this article, we will learn about the Einstein Service Agent user in Salesforce Agentforce. I will explain who the Einstein Service Agent user is, why we need them for service AI agents, and how to assign permissions to this user.

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Einstein Service Agent User in Salesforce Agentforce

In Salesforce Agentforce, the Einstein Service Agent user is a special type of user created to run service agents, especially when they are deployed on public sites or communities.

Unlike regular Employee Agents, the Einstein Service Agent User cannot log in to the Salesforce org. When you create an Agentforce Service Agent for the first time, you need to select an Agent User.

Since the Einstein Service Agent User does not exist yet, the only option available is to create a New Agent User.

Einstein AI User in Salesforce Agentforce

When we create an Agentforce Service Agent, Salesforce automatically assigns an Agent User to it. If the Einstein Service Agent User does not exist yet, Salesforce will prompt you to create a new Agent User, which will then act as the identity for the Service Agent.

Einstein Service Agent User in Salesforce Agentforce

After assigning the Einstein Service Agent User, you can find it in the User Setup. There, you will see that Salesforce has created a dedicated user profile with a special license for the Service Agent.

This license defines what features and permissions the agent can use inside Salesforce.

Einstein Service Agent User in Agentforce

Why do we need the Einstein Service Agent User?

For the Employee Agent in Salesforce Agentforce, it performs actions based on the permissions of the logged-in Salesforce employee.

But when a Service Agent is deployed on a public site, it is accessed by external users or customers.

Whenever a customer submits a request or prompts for information, the response is provided by the Einstein Service Agent User, since it has the permissions needed to access Salesforce data and interact with the customer securely.

To allow the agent to perform tasks such as checking order status, updating records, or providing responses, we assign a dedicated Einstein Service Agent User with specific permissions. This ensures the agent can act on Salesforce data without exposing sensitive information.

For example, we have created an Apex class as a custom action to retrieve the order status and provide a response to customers whenever they request it.

The Einstein Service Agent User executes this action, ensuring the customer receives the correct information based on the permissions assigned.

Create Custom AI Agent Action in Agentforce

However, when a customer requests the AI Service Agent to retrieve the order status, the agent may not be able to access the details. This happens because the Einstein Service Agent User does not have the required permissions to access the order information.

Salesforce Agentforce Einstein Service Agent

Now, let’s provide the required permissions and access to the Einstein Service Agent User. This way, whenever a customer makes a request, the Service Agent can fetch the correct information and respond accurately.

To do this, search for ‘User‘ in the Quick Find box. -> Open the EinsteinServiceAgent User -> To give the permission, you will see Permission Set Assignment in the user record page. -> Open any permission set to provide required access.

Assign Permissions to Einstein Service Agent User in Agentforce

Below, you can see that the Einstein Service Agent User does not have permission to access the object from which the Service Agent needs to retrieve records.

Now I have given access, and then I click the Save button.

Agentforce Assign Permissions to Einstein Service Agent User

After granting the required permissions to the Einstein Service Agent User, when the customer requests the details again, the Service Agent is now able to provide the correct response.

Salesforce Agentforce Permissions to Einstein Service Agent User

How does the Einstein Service Agent User Work in Salesforce Agentforce?

The Einstein Service Agent uses the permissions of the Einstein Service Agent User to perform actions.

The Einstein Service Agent User acts as the identity of the Service Agent when interacting with customers.

It enables businesses to control what the agent can do, ensuring customer interactions are secure and efficient. Assigning proper permissions to this user is essential for the agent to work correctly.

For example, if the agent needs to check a customer’s order, it can only see the fields and records that the assigned user has access to. This way, the agent behaves securely and consistently based on the permissions given.

Conclucion

I hope you have got a clear idea about the Einstein Service Agent User in Salesforce Agentforce. We discussed what this user is and why it is important for Service Agents deployed on public sites.

You also learned how missing permissions can stop the agent from giving the right response to customers. By assigning the correct permissions, the Einstein Service Agent User can securely access data and provide accurate answers.