In Salesforce, the Agentforce (Default) agent, which is a type of Employee, is going to retire soon because of system changes.
For that, Salesforce has provided a new Employee Agent, which we can set up and use. At our company, we create our own Employee Agents and assign them to the appropriate users.
In this article, we will learn how to create an Agentforce Employee Agent and grant the agent access to profiles and permission sets in Salesforce.
What is an Agentforce Employee Agent in Salesforce?
Earlier, Salesforce provided the default Employee Agent. When we enable this agent, all Salesforce users can access and use it according to the access granted in their profiles and the permission sets. However, that one will retire soon due to new system updates.
To replace the Default Employee Agent, Salesforce has introduced a new agent called Agentforce Employee Agent. The names of both agents look similar, but there is one main difference for the default agent: we only need to enable it to use.
For the Agentforce Employee Agent, we need to create it from scratch. Salesforce also allows us to create multiple Agentforce Employee Agents and control their usage by granting access through Profiles or Permission Sets as needed.
This means that only users who have been given access to the Agentforce Employee Agent will be able to use it within Salesforce.
For example, in your Salesforce org, you may have two Profiles: Sales Profile, used for the Sales application, and Service Profile, used for the Service application.
In this case, we can create two Agentforce Employee Agents, one named Sales Agent and another named Service Agent. Then, we can grant access to the Sales Agent only for the Sales Profile and access to the Service Agent only for the Service Profile.
This way, each team can use its own Employee Agent based on the application they are working on.
Create An Agentforce Employee Agent for Users in Salesforce
In the step below, I will explain how to create an Agentforce Employee Agent and grant the agent access to profiles and permission sets in Salesforce.
Next, we will explore how to create a custom action using Flow to assign the Agentforce Employee Agent in Salesforce.
As I click the Agentforce icon, you can see that we only have the Agentforce (Default) agent available. After creating the Agentforce Employee Agent, we will have options to select agents according to the access the user has.
To create the Agentforce Employee Agent, search for Agentforce Agents in Quick Find and click on it. Then click the ‘+ New Agent’ button. Click on it.
After that, you will see the different types of agents available in Agentforce. Here, we need to select ‘Agentforce Employee Agent