VitePress

Appearance

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:

    FieldValue
    Routing Configuration NameAgent Routing Configuration
    Developer NameAgent_Routing_Configuration
    Overflow AssigneeLeave Blank
    Routing Priority1
    Routing ModelMost Available
    Push Time-out(seconds)Leave Blank
    Capacity TypeKeep default: Inherited
    Units of Capacity2
    Percentage of CapacityLeave 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:

    FieldValue
    LabelMessaging Queue
    Queue NameMessaging_Queue
    Queue EmailLeave Blank
    Send Email to MembersKeep default: False
    Routing ConfigurationAgent_Routing_Configuration
    Selected ObjectsMessaging Session
    Selected MembersAdmin 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:

    FieldValue
    LabelAvailable
    Developer NameAvailable
    Status OptionsKeep default: Online
    Selected ChannelsMessaging

  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:

    FieldValue
    LabelCoral Cloud Service Agent
    API NameCoral_Cloud_Service_Agent
    DescriptionThis permission set grants access to messaging and the Available Messaging Status.
    LicenseKeep 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:

    FieldValue
    Presence Configuration NameMessaging Presence Configuration
    Developer NameMessaging_Presence_Configuration
    Capacity20

  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:

    FieldValue
    Channel NameAgent Channel
    Developer NameAgent_Channel

  6. Click on Save.

Step 2: Create Omni-Channel routing flow ​

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 TypeAPI NameDescriptionData TypeAvailable for inputAvailable for output
    VariablerecordIdThe 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:

    FieldValue
    LabelGet Messaging Session
    API NameGet_Messaging_Session
    DescriptionGet the related messaging session that you would like to route to an agent.
    Data SourceSalesforce Object
    ObjectMessaging Session
    Condition RequirementsAll Conditions Are Met (AND)

  11. Define the condition below:

    FieldOperatorValue
    IdEquals$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:

    FieldValue
    LabelRoute to Agent
    API NameRoute_to_Agent
    DescriptionRoute the messaging session to the Coral Cloud Agent
    How Many Work Records to Route?Keep default: Single
    Record Id Variable$recordId
    Service ChannelMessaging
    Route ToAgentforce Service Agent
    Agentforce Service AgentCoral Cloud Agent
    Fallback QueueSelect Queue
    Fallback Queue IdMessaging Queue

  15. Click on Save.

  16. Set the values as follows:

    FieldValue
    Flow LabelRoute to Agent
    Flow API NameRoute_to_Agent

  17. Click on Activate.

Step 3: Update the messaging channel with the routing flow ​

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

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:

    FieldValue
    Routing TypeOmni-Flow
    Flow DefinitionRoute to Agent
    Fallback QueueMessaging Queue

  5. Click on Save.

  6. Click on Activate.

  7. Accept the Terms and Conditions.

Step 4: 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:

    FieldValue
    Embedded Service Deployment NameAgent Web Deployment
    API NameAgent_Web_Deployment
    Domainmy.site.com
    Messaging ChannelAgent 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.