Exercise 3: Verify Customers with Hybrid Reasoning

In this exercise, you’ll prepare Order Issues & Refunds with the actions it needs to support customer case lookups and refunds. In the next exercise, you’ll add customer verification guardrails using variables and conditional logic.

Step 1: Create the Get Customer Profile action

Next, create an Apex-based action that retrieves customer details from an email address.

1. In Agentforce Builder go to Order Issues & Refunds in the explorer.

2. Click on the + sign besides Actions, and select Create new action.

3. Enter Get Customer Profile as action name and click Create and Open.

4. Enter the following information:

   Field	Value
   Agent Action Label	Get Customer Profile
   Agent Action API Name	Get_Customer_Profile
   Description	Retrieves a customer profile based on their email address.
   Reference Action Type	Apex
   Reference Action	Get Customer Profile

5. Leave the default input and output settings.

6. Click Save.

Step 2: Create the related cases action

Next, create an action that retrieves a customer’s related cases with basic case information.

1. In Agentforce Builder go to the Order Issues topic in the explorer.

2. Click on the + sign besides Actions, and select Create new action.

3. Enter Get Related Cases as action name and click Create and Open.

4. Enter the following information:

   Field	Value
   Agent Action Label	Get Related Cases
   Agent Action API Name	Get_Related_Cases
   Description	Retrieves a customer’s related cases (basic details) based on the requested case status.
   Reference Action Type	Apex
   Reference Action	Get Related Cases
   Inputs - Case Status	Select checkbox Require Input to execute action
   Inputs - Verified Customer Id
   Select checkbox Require Input to execute action
   Outputs - Cases	Select checkbox Show in conversation

5. Click Save.

Step 3: Create the order refund action

Next, create an action that issues refunds using Flow.

1. In Agentforce Builder, stay in the Order Issues & Refunds topic.

2. Click on the + sign besides Actions, and select Create new action.

3. Enter Handle Order Refunds as action name and click Create and Open.

4. Enter the following information:

   Field	Value
   Agent Action Label	Handle Order Refunds
   Agent Action API Name	Handle_Order_Refunds
   Description	Submits and executes order refunds
   Reference Action Type	Flow
   Reference Action	Issue Refund
   Inputs - refundAmount	Select checkbox Require Input to execute action
   Inputs - refundReason	Select checkbox Require Input to execute action
   Inputs - verifiedContactId	Select checkbox Require Input to execute action
   Outputs - returnedRefunds	Select checkbox Show in conversation

5. Click Save.

Step 4: Add actions to the Order Issues & Refunds topic

Next, attach the actions to the topic so the agent can use them during conversations.

1. In the explorer, open the Order Issues & Refunds topic.

2. Click on the arrow besides Select action, and select Get Customer Profile.

3. Click on the arrow besides Select action, and select Get Related Cases.

4. Click on the arrow besides Select action, and select Handle Order Refunds.

5. Click Save.

6. Add the following basic instructions to the topic:

   When a user asks about their order or requests a refund, ask for their email address.
   
   Run Get Customer Profile using the customer’s email address.
   Then either:
   - run Get Related Cases to check for existing cases and provide status, or
   - run Handle Order Refunds to process a refund when appropriate.

7. Click Save.

Step 5: Test the agent

Next, test that the agent can ask for an email address, retrieve a customer profile, and show the customer’s open cases.

1. Click Preview.

2. Enter the following prompt:

   Can you show me my open cases?

3. Press Enter on your keyboard.

4. When the agent asks for an email address, enter:

   alex.morgan@example.com

5. Press Enter on your keyboard.

6. In Interaction Details, confirm the agent runs Get Customer Profile and then Get Related Cases, and that it shows the case results in the conversation.

Summary

You have created the core actions your agent will use for customer support workflows, added them to Order Issues & Refunds with baseline instructions, and tested that the agent can retrieve and display open cases.