Earlier, we saw that the AI Agent could retrieve data from different Salesforce objects to answer customer questions, and that the data was structured in a tabular format with fields.
Now, how can we store unstructured data in Salesforce so agents can access it based on customer requests? So, for that, we can upload any unstructured data, such as PDFs or Docs, to the Data Library, where the agent can access it.
In this tutorial, we will learn what the Agentforce Data Cloud & Data Library in Salesforce is, how to use it, and how to grant access to AI agents in Agentforce.
Agentforce Data Cloud & Data Library in Salesforce
Now, let’s first understand what the Data Cloud and Data Library are in Salesforce Agentforce, and how they help the AI Agent find and use the correct data to give responses.
Agentforce Data Cloud in Salesforce
Agentforce Data Cloud is a place where all your customer data from different sources—such as Sales Cloud, Service Cloud, websites, or marketing tools comes together in one central location. It helps the AI Agent understand the complete picture of a customer before responding.
Agentforce Data Library in Salesforce
The Agentforce Data Library in Salesforce is a feature that collects and organises all the unstructured data the AI Agent needs.
Earlier, if the AI Agent needed to find customer details, order information, or case records, it had to look across different Salesforce objects. Also, if we need to upload our company policy or FAQs document, we can do so to the data library.
With the Agentforce Data Library, you can define and connect important objects like Account, Case, Order, or Product in one library. Then the AI Agent can easily search and retrieve data from this single library rather than searching each object separately.
For example, suppose a customer asks, “What is company policy?” The AI Agent doesn’t need to search multiple objects.
It simply looks up the Data Library, finds the document where we have added the company policy, and provides the user with the correct information instantly.
Permission User Needs to Access Agentforce Data Cloud & Library in Salesforce
To access the Data Cloud and Data Library, you need to give the user proper access. Below, I will explain which permissions you need to assign so the user can view and use the data.
Go to the User Record Page for whom you want to grant access to the data cloud -> Advanced Details -> Click Permission Set Assignment button, and then click the Edit button to assign the permission set to this user.