Exercise 2: Configure a Service Deployment

In this exercise you will configure a Service deployment that will expose the Coral Cloud Agent to your customers directly. There are quite a few pieces that need to come together to expose an agent, and this is brought together using Omni-Channel in Service Cloud.

Step 1: Enable messaging and configure Omni-Channel

Messaging enables you to create channels to handle messages received from your customers. In this example, we will use messaging to enable customers to engage with the Coral Cloud Agent.

Enable messaging

1. In the Setup Quick Find, search for and select Messaging Settings.

2. Set Messaging to On.

Create a routing configuration

1. In the Setup Quick Find, search for and select Routing Configurations.

2. Click on New.

3. Set field values as follows:

   Field	Value
   Routing Configuration Name	Agent Routing Configuration
   Developer Name	Agent_Routing_Configuration
   Overflow Assignee	Leave Blank
   Routing Priority	1
   Routing Model	Most Available
   Push Time-out(seconds)	Leave Blank
   Capacity Type	Keep default: Inherited
   Units of Capacity	2
   Percentage of Capacity	Leave Blank

4. Click on Save.

Create a queue

1. In the Setup Quick Find, search for and select Queues.

2. Click on New.

3. Set field values as follows:

   Field	Value
   Label	Messaging Queue
   Queue Name	Messaging_Queue
   Queue Email	Leave Blank
   Send Email to Members	Keep default: False
   Routing Configuration	Agent_Routing_Configuration
   Selected Objects	Messaging Session
   Selected Members	Admin User

4. Click on Save.

Create presence status

1. In the Setup Quick Find, search for and select Presence Statuses.

2. Click on New.

3. Set field values as follows:

   Field	Value
   Label	Available
   Developer Name	Available
   Status Options	Keep default: Online
   Selected Channels	Messaging

4. Click on Save.

Create a presence status permission set

1. In the Setup Quick Find, search for and select Permission Sets.

2. Click on New.

3. Set field values as follows:

   Field	Value
   Label	Coral Cloud Service Agent
   API Name	Coral_Cloud_Service_Agent
   Description	This permission set grants access to messaging and the Available Messaging Status.
   License	Keep default: None

4. Click on Save.

5. Under Apps, click on Service Presence Statuses Access.

6. Click on Edit.

7. Add Available to Enabled Service Presence Statuses.

8. Click on Save.

9. Click on Manage Assignments.

10. Click on Add Assignments.

11. Check the box next to Admin User.

12. Click on Save.

13. Click on Done.

Create a presence configuration

1. In the Setup Quick Find, search for and select Presence Configuration.

2. Click on New.

3. Set field values as follows:

   Field	Value
   Presence Configuration Name	Messaging Presence Configuration
   Developer Name	Messaging_Presence_Configuration
   Capacity	20

4. Every other value should be left to the defaults.

5. Click on Save.

Create a messaging channel

1. In the Setup Quick Find, search for and select Messaging Settings.

2. Click on New Channel.

3. Click on Start.

4. Select Messaging for In-App and Web.

5. Set field values as follows:

   Field	Value
   Channel Name	Agent Channel
   Developer Name	Agent_Channel

6. Click on Save.

Step 2: Create Omni-Channel routing flows

Use Flow to route customers to an Agentforce Agent directly from your Experience Cloud site.

Create the Route to Agent flow

1. In Setup, search for Flow in Quick Find and select Flows.

2. Click New Flow.

3. Click on Start From Scratch.

4. Click on Next.

5. Select Omni-Channel Flow and click Create.

6. Open the Toolbox on the right hand side of the builder and Click on New Resource.

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

8. Using the New Resource button, create a variables defined as follows:

   Resource Type	API Name	Description	Data Type	Available for input	Available for output
   Variable	recordId	The recordId is used to assign a messaging session to an Agent.	Text	✅	Unchecked

9. Mouse over the circle under the Start element, click +, and select Get Records.

10. In the right panel, configure the Get Records action as follows:

    Field	Value
    Label	Get Messaging Session
    API Name	Get_Messaging_Session
    Description	Get the related messaging session that you would like to route to an agent.
    Object	Messaging Session
    Condition Requirements	All Conditions Are Met (AND)

11. Define the condition below:

    Field	Operator	Value
    Id	Equals	$recordId

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

13. Mouse over the circle under the Start element, click +, and select Route Work.

14. In the right panel, configure the Get Records action as follows:

    Field	Value
    Label	Route to Agent
    API Name	Route_to_Agent
    Description	Route the messaging session to the Coral Cloud Agent
    How Many Work Records to Route?	Keep default: Single
    Record Id Variable	$recordId
    Service Channel	Messaging
    Route To	Agentforce Service Agent
    Agentforce Service Agent	Coral Cloud Agent
    Fallback Queue	Select Queue
    Fallback Queue Id	Messaging Queue

15. Click on Save.

16. Set the values as follows:

    Field	Value
    Flow Label	Route to Agent
    Flow API Name	Route_to_Agent

17. Click on Activate.

Step 3: Update the Queue Routing flow

Use a flow to route the conversation to a queue.

Create the Queue Routing flow

1. In Setup, search for Flow in Quick Find and select Flows.

2. Open the Route to Queue Flow.

This flow is looking up a default contact, Sofia Rodriguez, for the workshop, so that we can illustrate how the agent is connected to a Contact and Case who may be starting the chat. In a real implementation, you should follow best practices to authenticate a contact and look them up in the flow before creating the case and session.

Update the messaging session

1. Mouse over the circle under the Get Default Case element, click +, and select Update Records.

2. In the right panel, configure the Update Records action as follows:

   Field	Value
   Label	Update Messaging Session
   API Name	Update_Messaging_Session
   Description	Update the messaging session with the created Case Id.
   How to Find Records to Update and Set Their Values	Specify conditions to identify records, and set fields individually
   Object	Messaging Session

3. Define the condition below:

   Field	Operator	Value
   Id	Equals	$recordId

4. Set the following field values:

   Field	Value
   CaseId	{!Create_Case}

Add the Route Work element

1. Mouse under the circle under the Update Messaging Session element, click +, and select Route Work.

2. In the right panel, configure the Get Records action as follows:

   Field	Value
   Label	Route to Queue
   API Name	Route_to_Queue
   Description	Route the messaging session to the default queue
   How Many Work Records to Route?	Keep default: Single
   Record Id Variable	$recordId
   Service Channel	Messaging
   Route To	Queue
   Queue	Select Queue
   Queue Id	Messaging Queue

3. Click on Save As.

4. Click on Save.

5. Click on Activate.

Step 4: Update the agent and messaging channel with flows

Associate the Coral Cloud Agent to the newly created routing flows.

Add the Route to Queue flow to your agent

1. Click the back arrow to return to Setup.

2. In the Setup Quick Find, search for and select Agents.

3. Open the Coral Cloud Agent.

4. Click on the Connections tab.

5. Click on the Edit icon to Choose a Flow under the Outbound Omni-Channel Flow settings.

   

6. Select the Route to Queue flow.

7. Click on Save.

Add the Route-to-Agent flow to the messaging configuration

1. In the Setup Quick Find, search for and select Messaging Settings.

2. Open the Agent Channel.

3. Click on the Edit button under Omni-Channel Settings.

4. Configure the settings as follows:

   Field	Value
   Routing Type	Omni-Flow
   Flow Definition	Route to Agent
   Fallback Queue	Messaging Queue

5. Click on Save.

6. Click on Activate.

7. Accept the Terms and Conditions.

Step 6: Create an embedded service deployment

Create an Embedded Service deployment that can be used to distribute your agent.

1. In the Setup Quick Find, search for and select Embedded Service Deployments.

2. Click on New Deployment.

3. Select Messaging for In-App and Web.

4. Click on Next.

5. Select Web.

6. Configure the deployment as follows:

   Field	Value
   Embedded Service Deployment Name	Agent Web Deployment
   API Name	Agent_Web_Deployment
   Domain	my.site.com
   Messaging Channel	Agent Channel

7. Click on Save.

8. Once the save has been completed, Click on Publish.

Summary

You have just created a custom service agent that can be used to interact with your customers. Next, we will use the service deployment capabilities in Service Cloud to deploy the Agent to a customer-facing Experience Cloud site.