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Exercise 1: Get Started with Agentforce
In this exercise, you'll use Agentforce to enable agents, and you'll familiarize yourself with Agent Builder and Agentforce's standard actions.
Step 1: Enable Einstein
Open the Setup Menu and click Setup.
In the Setup Quick Find, search for Generative AI, and select Einstein Setup.
Click the Turn on Einstein toggle.
Step 2: Use Agentforce to enable agents
Open the Setup Menu and click Setup.
In the quick find, search for Agents and click Agents (under Agent Studio).
Turn on the Agentforce toggle.
In the list of agents (at the bottom of the screen), click Agentforce (Default) (it's the only item in the list).
Click Open in Builder (upper right corner).
Step 3: Create a topic
First, let's remove the default topic. Click the arrow down icon next to MigrationDefaultTopic, and select Remove from Agent.
Now, let's create a new topic called CustomerServiceAssistant. Click the arrow down icon next to Manage the topics assigned to your agent, and select New Topic.
Configure the topic as follows:
Field Value Topic Label CustomerServiceAssistant Classification Description Engages and interacts with the user about any request related to the resort. This could be tasks such as identify and summarize records, answer queries, aggregate data, find and query objects, update records, or drafting and refining emails. Scope Your role is to assist a Customer Service Representative in supporting guests with inquiries about reservations and experiences available at the hotel. Instruction Never ask the user for an ID. Instead, ask for a record that's relevant. Click Next.
Check the checkbox to the left of Agent Action Label to select all available standard actions.
Click Finish.
Click Activate (upper right corner) to activate this agent.
Click the back arrow button to leave Agent Builder and go back to Setup.
Step 4: Explore standard agent actions
In this step, you explore the out-of-the-box capabilities of Agentforce powered by standard actions.
In the App Launcher, select the Coral Cloud app.
Click on the Einstein Icon in the upper right corner of the screen to open the Einstein sidebar.
Enter the following prompt in the Einstein sidebar:
txtShow me any high priority cases open
Agents can query Salesforce data. They also use Salesforce metadata to present records using a rich user interface (in this case, a record card).
Agents can also summarize records. Enter the following prompt to learn more about the case:
txtCan you summarize the first case for me?
Agents understand the context of the conversation. For example, they can figure out who the customer is. Enter the following prompt to learn more about the customer:
txtCan you give me an overview of the contact?
Agents also have the ability to aggregate data. Enter the following prompt:
txtHow many contacts do we have in the state of Minnesota?
Step 5: Work with actions in Agent Builder
In Setup, open Agents (under Agent Studio).
Click on Agentforce (Default) in the list of agents.
Click Open in Builder.
Enter the following prompt:
txtShow me any high priority cases open
Examine the plan in the middle of the screen. The plan is the iterative process by which the Agentforce reasoning engine determines how to complete the requested task. When you enter a prompt, the reasoning engine evaluates available actions and decides on the next step. This might involve executing an action or asking for more information. The reasoning engine then assesses the results and repeats this process until the original request is fulfilled. For this simple request, the reasoning selected the CustomerServiceAgent topic, used the Query Records standard action, and provided the response. For more complex requests, the reasoning engine may execute multiple actions.
Enter the following prompt:
txtCan you summarize the first case for me?
To perform this task, the reasoning engine selected the Summarize Record standard action.
Enter the following prompt:
txtCan you give me an overview of the contact?
To perform this task, the reasoning engine selected the Get Record Details standard action.
Click the back arrow button to go back to Setup.
Summary
The pre-built standard actions are a great starting point, but the true power of Agentforce lies in agent customization. Leveraging your existing Salesforce skills, you can extend agents with custom actions. You can create three types of custom actions:
- Flow actions
- Apex actions
- Prompt Template actions
You'll create each type of action in the following exercises.