Exercise 1: Get Started with Agentforce

In this exercise, you'll use Agentforce to enable agents, and you'll familiarize yourself with the new Agentforce Builder and Agentforce's standard actions.

Scenario

Pronto’s Customer Support team handles day-to-day questions about deliveries, orders, and merchant storefronts across many restaurants. You’ve been tasked with creating a Pronto Service Agent in the new Agentforce Builder that can route requests to the right topic and reliably execute workflows.

By the end of this chapter, your agent will be able to:

• Route conversations with a Topic Selector that hands off to the correct topic.
• Track orders and delivery status (order status/ETA style questions).
• Handle order issues and refunds while avoiding duplicate cases by checking for existing cases.
• Verify customers before running sensitive operations.
• Look up orders when order context is missing (using an Order Lookup topic).
• Search storefronts by name to help customers or support reps find the right location.

You’ll implement this using topics like:

• Order Tracking & Delivery Status
• Order Issues & Refunds
• Storefront Search
• Verify Customers
• Order Lookup

Step 1: Create a new agent

TIP

If you have not yet Enabled Agentforce, please navigate back to the getting started section of the workbook and enable agentforce.

1. In the App Launcher, select the Agentforce Studio app.

   

2. Click New Agent.

3. Enter the following prompt to create the new agent.

   Create a customer support agent for Pronto, a food delivery platform that partners with restaurants (“merchants”) and supports customers with orders and deliveries.
   
   The agent should help customers with order and delivery questions (status/ETA), resolve common order issues, and guide refund requests when appropriate. It should also be able to answer general support and account questions.
   
   Ask clarifying questions when needed and avoid asking users for Salesforce record IDs.

   

4. Press Enter on your keyboard.

5. Enter the following values into the Name your agent modal.

   Field	Value
   Agent Name	Pronto Service Agent
   API Name	Pronto_Service_Agent
   Assign a user record to your agent to manage its access	Select User
   Agent’s User Record	einsteinServiceAgent User

6. Click Lets Go.

7. Click Skip Ahead in the middle of the screen.

   The new Agentforce Builder has three main areas:

   • The navigation explorer on the left
   • The main editor view in the centre
   • The Agentforce Authoring Agent on the right

   

8. The Authoring Agent in the sidebar may suggest an initial structure. Since we want to build this agent from scratch, click on Decline All.

   

9. Click on Save

Congratulations, you've created your first agent definition. Next we explore the different areas of the new Agentforce Builder.

Step 2: Explore the new builder interface

1. Click on Agent Definition to see an overview of the general agent definition.

2. Click on Canvas, then select Script. This opens the agent configuration in Agent Script. Based on your preference you can work either in the canvas, or in script mode.

   

3. Click on Script, and select Canvas.

4. In the explorer, click on System. Replace the existing messages as following:

   Field	Value
   Agent-level Instructions	You are Pronto’s customer support assistant. Be friendly, concise, and action-oriented. Start by confirming the customer’s goal in one sentence. Ask only the minimum clarifying questions needed and one at a time when possible. Never ask for Salesforce record IDs or expose internal system details/jargon. Protect privacy: don’t request or retain sensitive info (passwords, full payment details); only collect what’s necessary to help. Follow policies and safety rules; if a request is unsafe, unsupported, or needs a human, say so and offer the next best step. Use grounded facts; if unsure, be transparent. End with a short summary and clear next steps.
   Welcome Message	Hi, I'm Pronto's Service Assistant. How can I help you today?
   Error Message	I apologize, something in my system is not quite right.

5. Click Save.

6. Click on Topic Selector, then on Topic Selector.

   You'll see the two main areas of a topic:

   • The instructions that are sent to the large language model (LLM).
   • The actions that this topic can use.

   

   TIP

   The Topic Selector topic is the entry point for every agent conversation. After every user input the agent evaluates which topic to choose based on the configuration of the Topic Selector. The only actions that should be included in this topic are transition actions for transition to another topic.

7. In the Explorer, click on Variables. This shows the currently set global variables for this agent.

   TIP

   Variables with the identifier linked are set by the system, for example @MessagingSession.Id from the service agent session. The agent can't change those. Variables with the identifier mutable can be changed by the agent. All variables need either the identifier linked or mutable. In all cases variables are globally available.

Summary

You have enabled Agentforce, created the Pronto Service Agent, and explored the Builder (Canvas/Script, Topic Selector routing, and variables).