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Employee Agent ​

Introducing the Merchant Account Manager ​

Pronto's account managers each oversee a portfolio of 5 to 15 restaurant partners. Their job isn't day-to-day storefront operations (creating menus, promotions, or gift certificates). It's strategic and cross-account: spotting which merchants are thriving, which are slipping, and where to intervene before a partner churns.

In this chapter, you'll build a Merchant Account Manager Agent in the new Agentforce Builder using Canvas and Agent Script. Where the Builder workshop's Pronto Service Agent was customer-facing and write-heavy, this Employee Agent is internal, read-heavy, and analytical. It surfaces insights, flags risks, and helps account managers manage escalations across their book of business.

Overview ​

You'll compose this agent almost entirely from platform-native standard actions plus a small set of custom Flows for case write-operations, with no custom Apex required. This is a deliberate teaching choice: you'll learn how far you can get with the actions built into every Agentforce org before reaching for code.

The agent is organized around five subagents (topics):

TopicPurpose
Account Health Overview360° briefing on a merchant: storefronts, cases, promotions, review scores
Review & Sentiment AnalysisTrends in customer ratings and review text across a merchant's storefronts
Marketing Event InsightsEvent performance, attendance vs. expectation, and campaign ROI
Case Escalation & Follow-upManage cases tied to merchant accounts (escalate, comment, close)
Merchant Engagement TrackingFlag inactive merchants and draft check-in outreach

It uses 7 standard actions (Query Records, Query Records with Aggregate, Identify Record by Name, Identify Object by Name, Get Record Details, Summarize Record, Draft or Revise Email) and 3 custom Flows (Escalate Case, Close Case, Add Case Comment).

Continue with the exercises: