Exercise 3: Verify Customers with Hybrid Reasoning

In this exercise, you’ll create an Order Issues & Refunds topic and add 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

Create the Order Issues & Refunds topic.

1. In Agentforce Builder, switch to the Canvas View.

2. Click the + sign besides Topics in the explorer.

3. Select Create new topic.

4. Set the following values:

   Field	Value
   Name	Order Issues & Refunds
   Describe the job you want the topic to do	This topic resolves problems with orders, such as missing items, incorrect items, cold food, late deliveries, or orders that never arrived. It also handles support cases related to those issues—including creating a case, checking whether a case already exists, and providing case status/follow-up. It determines refund eligibility, issues refunds or credits, and explains outcomes clearly and empathetically to customers.

5. Click Create and Open.

6. Paste the following into the Instructions Section:

   Address the user's concerns regarding their order. If the user reports an issue with their order, determine the nature of the issue (e.g., missing items, incorrect items, cold food, late delivery, or non-delivery).

7. Click Save to save the changes.

Step 2: Add the Order Issues & Refunds to Topic Selector

1. Expand the Topic Selector folder in the explorer and open the topic.

2. Open the Authoring Agent by toggling the right panel.

3. Enter the following prompt into the Authoring Agent dialog.

   Add the new Order Issues & Refunds as transitions to the topic selector.

4. Click Accept All.

5. Click Save to save the changes.

Step 3: Create an action (Get Customer Profile)

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

1. Open the Order Issues & Refunds folder in the explorer and select the topic.

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
   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 4: Create the related cases action

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

1. Inside the Order Issues topic, click on the + sign besides Actions, and select Create new action.

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

3. Enter the following information:

   Field	Value
   Description	Retrieves a customer’s related cases (basic details) based on the requested case status.
   Reference Action Type	Apex
   Reference Action	Get Related Cases
   Outputs - Cases	Select checkbox Show in conversation

4. Click Save.

Update the Get Related Cases Action Agent Script

1. In the Get Related Cases Action, Switch the current view from Canvas to Script.

2. Find the Get_Related_Cases action.

3. Find the cases output and make the following changes:

   1. Update the output type to list[object]
   2. update the complex_data_type_name to @apexClassType/c__AgentCaseActions$CaseSummary

4. Click Save.

Step 5: Create the order refund action

Next, create an action that issues refunds using Flow.

1. Switch back to the Canvas view.

2. Inside the Order Issues Refunds Topic, 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
   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.

Update the Handle Order Refunds Action Agent Script

1. In the Handle Order Refunds Action, Switch the current view from Canvas to Script.

2. Find the Handle_Order_Refunds action.

3. Find the returnedRefunds output and make the following changes:

   1. Update the output type to list[object]
   2. update the complex_data_type_name to lightning__recordInfoType

4. Click Save.

Step 6: Add actions to the Order Issues & Refunds topic

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

1. Switch back to the Canvas view and open the Order Issues & Refunds topic.

2. 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.

3. Click Save.

Step 7: 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 all of my 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.