As a customer service agent, you receive a number of cases, emails, and chats every day. Now, to manage all these things, you keep jumping between different screens and tabs.
Isn’t it feel unorganized and stressful, right? Want to make your customer service better with Salesforce? Then you should know about Agentforce. It’s an AI agent that helps service agents work more efficiently and effectively.
In this tutorial, we will learn how to configure Agentforce for customer service in Salesforce.
What is Configure Agentforce for Customer Service in Salesforce?
Agentforce in Salesforce is specifically designed for customer service agents. It provides everything an agent needs, including customer information, case history, help articles, and even AI tips, in a language inspired by human speech.
So instead of jumping between apps or tabs, agents can handle everything in one place, whether it’s emails, chats, calls, or cases. Additionally, it integrates with tools like Omni-Channel and Einstein AI, enabling agents to work more efficiently and smoothly.
Why do we need Agentforce for Customer Service in Salesforce?
The customer service is not easy to handle. Support agents deal with so many things every day, like emails, chats, calls, and support cases. They often have to switch between different screens and tools to find the correct customer info or send a reply.
Salesforce recognized this problem and developed Agentforce, which provides agents with a single screen where users can perform all tasks in one place.
They can view customer details, respond to messages, utilize pre-made responses, and even receive helpful suggestions from AI.
With Agentforce, agents can work more efficiently, assist customers more promptly, and access the correct information exactly when needed. It makes the job easier for agents and gives customers a better experience.
Configure Agentforce for Customer Service in Salesforce
To configure the Agentforce for customer service, we first need to enable some features in Salesforce, and then we can create and configure it accordingly.
In the steps below, I will explain, step by step, how to configure the Agentforce for customer service in Salesforce.
Enable Einstein Setup in Salesforce
When we enable Einstein Setup in Salesforce, we add smart AI features that can make our work easier. It helps agents by providing helpful suggestions, indicating the next steps, and even recommending replies or articles.
So, before creating or customizing the agents, we need to enable the Einstein Setup. To do that, go to Setup -> In Quick Find, search for ‘Einstein Setup‘ and click on it.
Now, enable the toggle to Turn on Einstein.
After that, again, in the quick find search for Agents. Then, turn on the Agentforce toggle button.
As you enable Agentforce, you will see the Einstein Copilot in the Agent Name field, which indicates that this type will be available for internal Salesforce employees.
Additionally, within this org, we can see that we have permission to create multiple agents by clicking the New Agent button.
Create a New Agent in Salesforce
In the above steps, we have enabled the Einstein setup to activate the agents and allow them to be used in the Salesforce org or community sites.
Now, we will understand how to create an agent in Salesforce. To create a new agent in the Agent Setup Studio, click the New Agent button. Click on it.
In the first step, select the Agentforce Service Agent and click the Next button.
Now, you will see that Salesforce is, by default, providing us with these topics, and they are already added to the agent we are creating. All of these topics already include some actions, but we can also create our custom topics and actions.
If you don’t want to select any topic, you can uncheck the ‘Added‘ button so that the topic will not be added to the agent, and then click the ‘Next‘ button to proceed.
Check out the Atlas Reasoning Engine in Salesforce Agentforce
Now, we need to define the agent’s details. I have provided the details in the image below.
- Name: Provide the label for the agent, and the API Name will automatically be populated.
- Description: Here, you can define what this agent is all about. Will it be deployed on a customer site or a portal site?
- Role: Define the role of this agent for the purpose for which you are creating this agent.
- Company: Specify the company name.
- Agent User: As you click on the agent user option, you will see the available users in the org. Here, we must select an Einstein agent user who has a licensed Einstein agent. If you select any other user next, you will get an error.
- Enrich event log with conversion data: If you want all the data to be available without any sensitivity checks added, then you can check this box.
Then click the Next button to proceed.
Now, here, we can configure the Einstein Data Library. Currently, the data cloud is not turned on. To turn it on, click the Create button.
Now we can see that this new agent has been created. It already includes all the standard topics, which were automatically added when we created this service agent. You can also assign custom topics.
You need to create your topic, add instructions and actions, and then assign it to this agent. Finally, Activate the agent to be used.
Check out Introduction to Model Builder in Salesforce Agentforce
As you navigate to Agent Builder, you will see that the new agent has been successfully created with the label and information we provided.
In this way, we can create new agents in the Salesforce Agentforce platform.
Deploy the Agentforce Service in Salesforce
In the steps below, we will understand how to deploy the created agent to a customer-facing website. So that it can answer queries coming from portal users.
First, we need to enable the Einstein Bot to deploy the agent to the internal Salesforce or the community site.
To do this, go to Setup -> in Quick Find, search for Einstein Bots, and click on it. After that, turn on the Einstein Bots toggle.
After that, navigate again to the Agents through the setup and click on the agent that we created (New Agent).
Then, select the Connections tab, and to establish the connection, click the Go to Flow Builder option.
Open the Route to ESA flow and edit the Route Work element. In the Route To field, select Agenforce Service Agent.
Then, select the agent that we want to deploy in the Agentforce Service Agent field.
Save and Activate the flow.
Check out Salesforce Employee and Service Agent in Agentforce
Now, refresh the Agent Connection page again, and you will see the flow assigned to the Agent.
Next, we need to go to the embedded service deployment. In a quick search for the Embedded Service Deployment.
Now open the ESA Web Deployment and click on the Publish button to save the changes that we made in the flow and agent connections.
After that, in the Quick Find, search for ‘All Sites,‘ and here we have ESA Web Deployment. Click the Builder option.
This is the community that has become part of the playground. If you would like to make changes, you can do so; otherwise, click the Publish button.
Click the Publish button again to proceed. The website will be published over time, and you will receive an email when it is completed.
Next, we need to drag and drop the embedded messaging on the community site. To do this, click on the Component icon, search for Embedded Messaging, and then drag and drop it onto the site. Again, click the publish button.
We have now published our embedded messaging. The embedded messaging is something that will invoke our agent.
Run the Created and Deployed Agent on the Community Site in Salesforce
Now, let’s check the site to see if the deployed agent has been added or not. For that, click the Home tab in the site builder and select View Coral-Cloud. The site will be open in a new Tab.
In the image below, you can see the Agentforce Service Agent has been successfully added, and we can use it to get answers to queries.
As you click on it, you can see that the agent name that we provided(New Agent) is set to display the results of customer queries.
In this way, we can deploy the created customer service agent in Salesforce Agentforce.
Conclusion
I hope you have an idea about configuring Agentforce for customer service in Salesforce. I have explained how to enable, create, and deploy the Agentforce for customer service in the Salesforce Developer org edition.
You may like to read:
- Salesforce Employee and Service Agent in Agentforce
- Salesforce Agentforce Training and Certification Resources
- Einstein Trust Layer in Salesforce Agentforce
- Create Custom Action Using Flow For Agentforce in Salesforce
- Agentforce 2.0 | Digital Labor Platform in Salesforce
Shubham is a Certified Salesforce Developer with technical skills for Building applications using custom objects, approval processes, validation rule salesforce flows, and UI customization. He is proficient in writing Apex classes, triggers, controllers, Apex Batches, and bulk load APIs. I am also familiar with Visualforce Pages and Lighting Web Components. Read more | LinkedIn Profile
