Agentforce Employee Agent and Service Agent in Salesforce

While working with agents in Salesforce, there are various types of agents with distinct capabilities. We can only deploy some of them in the Salesforce org so that Salesforce users can use them, while others can be deployed on external sites, such as community sites, for external or end users.

In this Salesforce tutorial, we will learn about the different agents in Salesforce, their roles, where they can be deployed, and the Agentforce Employee Agent and Service Agent in Salesforce.

Table of Contents

What are Agents in Salesforce?

In Salesforce, an Agent is an AI assistant who interacts with customers to provide support, resolve issues, or assist with inquiries through various channels. When the user asks an agent a question or query, the agent returns the answer autonomously.

Agents typically use service cloud, omni-channel, live chat, or field service to manage customer interactions efficiently.

It understands and processes information, communicates naturally with the users, and takes action to perform specific tasks.

Agentforce Employee Agent and Service Agent in Salesforce

As you enable and activate Agentforce, you will be able to use it within the Salesforce org for Salesforce users.

What does an Agent do in Salesforce?

AgentForce has everything we need to create AI agents that are accurate and reliable for business. Now, let’s see how AgentForce is used in Salesforce.

Using AgentForce, we can summarize Salesforce records, such as opportunities, accounts, cases, and all standard and custom objects, by retrieving relevant data.
These agents work alongside human employees to enhance customer experience and streamline business operations.
We can also use AgnetForce to use pre-built email templates for interacting with customers.
The agents are assistants who can autonomously perform tasks, make decisions, and interact with customers or the internal system.
The AI agents understand and process information, communicate naturally with the users, and take actions to perform specific tasks.
We can extend standard agent actions or build new agents in Salesforce according to business needs, enabling them to solve tasks specific to the organization.
The Agentforce platform also allows partners to build and deploy agents and agent actions through App Exchange, which users can add to their org.

Employee or Internal Salesforce Agent

This agent is deployed on Salesforce’s internal platform, which helps users in their daily work and can be accessed from anywhere within the Salesforce org.

This is a type of global action available on various apps, such as sales, service, or any of the tabs. This global action is accessible, allowing us to toggle it and ask different questions.

AgentForce is a platform for Salesforce users, partners, administrators, and developers to build, test, and deploy AI agents within their Salesforce org or on an external website.

Similarly, we can deploy other AI agents to the customer, community, or website to assist users in answering their questions. This would replace the chatbots we used to deploy on the website or portal.

Employee or Salesforce Internal Agent Setup:

AgentForce is essentially the Einstein Copilot, now recognized as an agent for Salesforce users.

1. No Need to Select User

The Salesforce employee agent is always executed as a logged-in user. For example, suppose a sales representative is logged in and asks the Einstein Copilot anything. In that case, the activity or operation is performed as per the logged-in user’s permission.

Therefore, the Einstein Copilot will have the same level of access as the data access user. As a result, in the Salesforce employee agent setup, we don’t have the option to select a user.

Then, the System Message and the Language Settings are the same for all agents. I have explained this to the Salesforce service agent.

Service Agent in Salesforce Agentforce

We also have a Coral Cloud Experience Agent, which is a type of service agent or digital channel.

This agent is deployed on the community site and helps answer questions and perform various jobs for end users without needing a service agent. It can work 24 hours a day on the website and handle multiple queries.

Salesforce Service Agent Setup

Service agents are customer support representatives who utilize Service Cloud to manage cases, interact with customers across multiple channels (email, chat, phone, and social media), and resolve issues efficiently.

They use Omni-Channel, Case Management, Knowledge Base, and AI-powered features (Einstein Bots, Service Cloud Voice) to streamline customer support.

1. User Required

As we deploy this agent to the community site, end-users will likely ask questions. When they ask these questions, the service agent has to respond to them.

This agent would require data access to handle those queries and answer the questions. For that reason, we will have to specify a running user here.

When we assign the user to this agent, the license for this user is different than the normal Salesforce license. So here, we can only select users with assigned Einstein agent licenses.

This is very important because if your agent cannot perform an activity or invoke the apex class, the reason is most likely that the user you have defined as a running user does not have permission to access that apex class.

The topic is one of the core components of building blocks in Agenforce: Building Blocks of Agents in Salesforce [Topic, Instructions, Actions]

2. System Messages

We will define when the agent is launched in the system messages. For example, if you are deploying this agent on the community site, what message should it greet that user with when they start a chat with it? We can define this here. You can make a change if you want to greet with a different message.

If an issue occurs, for example, when performing some activity in the back end fails, the error message can also be defined here.

3. Language Setting

Here, we can define which language this agent will support, and also change this in the agent builder.

If the Tone is used when talking to the customer or partners, then what tone should it use when answering their queries?

4. Connection Tab

The connection tab is also very important for all agents. In the connections, we defined where this agent will be deployed. To deploy this agent to a different channel, we must create an inbound omni-channel flow, which will route the work to this agent.

Then, from the outbound omnichannel flow, this agent can route work to the human agent.

The Connection tab defines how work will be routed to this agent and how it will be routed out to the human agent from this agent.

Conclusion

I hope you have an understanding of the various agents in Salesforce, their roles, where they can be deployed, and the Agentforce Employee Agent and Service Agent in Salesforce. In that, I have explained the Salesforce employee and service agent setup and settings in detail.

Agentforce Employee Agent and Service Agent in Salesforce

What are Agents in Salesforce?

What does an Agent do in Salesforce?

Employee or Internal Salesforce Agent