Exercise 4: Extend Agents with Flow Actions

In this exercisse, you'll extend your agent with a custom action powered by a flow. This custom action allows customer service representatives to issue resort credits to guests.

Step 1: Create the flow

1. From Setup, open Flows.

2. Click New Flow.

3. Leave Start from Scratch selected and click Next.

4. Select Autolaunched Flow (No Trigger) and click Create.

5. Open the Resources panel, by clicking the sidebar icon to the left of the Select Elements button.

   

6. Using the New Resource button, create three variables defined as follows:

Resource Type	API Name	Description	Data Type	Object	Available for input	Available for output
Variable	contactId	The Id of the Contact the credit will be issued to.	Text	N/A	✅	Unchecked
Variable	amount	The amount of the resort credit.	Number (Decimal places: 0)	N/A	✅	Unchecked
Variable	creditRecord	The Credit record that was created.	Text	Credit__c	Unchecked	✅

TIP

Writing clear and informative descriptions is a crucial part of building actions. It allows the planner to select the right actions, populate inputs with the right values, and correctly interpret outputs.

Create a credit record

1. Mouse over the circle after the Start element, click +, and select Create Records.

2. Configure the Create Records element as follows:

   Field	Value
   Label	Create Credit Record
   API Name	Keep default
   Description	Create a credit record including a Contact Id and the amount of the credit.
   How to Set the Record Field Values	Manually (default)
   Object	Credit

3. Under Set Field Values for the Credit, add the two fields below with their values set as follows:

   Field	Value
   Contact__c	contactId
   Amount__c	amount

Query the new record

1. Mouse over the circle after the Create Credit Record element, click +, and select Get Records.

2. Configure the Create Records element as follows:

   Field	Value
   Label	Get Credit Record
   API Name	Keep default
   Description	Query the credit record to present back to the user
   Data Source	Salesforce Object
   Object	Credit
   Condition Requirements	All Conditions Are Met (AND)

3. Define the condition below:

   Field	Operator	Value
   Id	Equals	{!Create_Credit_Record}

4. Leave How Many Records to Store and How to Store Record Data to their defaults.

Assign the output

1. Mouse over the circle after the Get Credit Record element, click +, and select Assignment.

2. Configure the Create Records element as follows:

   Field	Value
   Label	Assign Credit Record to Output Variable
   API Name	Keep default
   Description	Assign the record output to the creditRecord Variable

3. Set the variable values:

   Field	Operator	Value
   {!creditRecord}	Equals	{!Get_Credit_Record}

4. Leave How Many Records to Store and How to Store Record Data to their defaults.

Save and activate the flow

1. Click Save from the top banner.

2. Configure the flow as follows:

   Field	Value
   Label	Issue Resort Credit
   API Name	Keep default
   Description	Issue a resort credit for a Contact

3. Click Activate.

4. Click the back arrow button to leave Flow Builder and go back to Setup.

Step 2: Create the agent custom action

1. From Setup, open Agentforce Assets and select the Actions Tab.

   

2. Click New Agent Action.

3. Configure the action as follows:

   Field	Value
   Reference Action Type	Flow
   Reference Action	Issue Resort Credit
   Agent Action Label	Keep default
   Agent Action API Name	Keep default

   

4. Click Next.

5. Leave the default instructions in.

6. Check Show loading text for this action .

7. Set Loading Text to Adding credit... .

8. Check Require Input for both inputs (amount and contactId).

9. Check Show in conversation for the creditRecord output.

   

10. Click Finish.

Step 3: Add the action to your agent

1. From Setup, open Agentforce Agents (under Agent Studio).

2. Click on the Customer Service Agent in the list of agents.

3. Click Open in Builder.

4. Click Deactivate to deactivate the agent, so that you can add your new custom action.

5. In the Topics sidebar, click the Hotel Customer Service(or similarly generated named) topic.

6. Click the This Topic's Actions tab.

   

7. Click the New button, then Add from Asset Library to add an action.

8. Check the Issue Resort Credit action and click Finish.

   

Step 4: Try it out

1. In the Conversation Preview panel, enter the following prompt:

   Issue $100 resort credit to contact named Sofia Rodriguez

   In the planner, notice that the reasoning engine first selected the Identify Record By Name action, then the Issue Resort Credit action you just created.

   Then in the conversation preview, you can see the newly created Credit Record.