Exercise 3: Power Agents with Unstructured Data

In this exercise, you’ll add unstructured-data grounding to the Pronto Service Agent you built in Agentforce Builder.

You’ll add a topic and a Prompt Template action so the agent can answer policy/terms questions using retrieved content from your Pronto PDFs.

TIP

Prerequisite: Complete the Agentforce Builder workshop first and make sure your agent already exists (for example, the Pronto Service Agent).

Step 1: Create a topic for policy and terms questions

1. Using the App Launcher, open the Agentforce Studio app.

2. Open the Pronto Service Agent.

3. In the explorer, click Topics, then click New Topic.

4. Enter the following values:

   Field	Value
   Topic Name	Support Policies & Terms
   Description	Answer policy/terms questions using retrieved chunks from Pronto PDFs.

5. Click Save.

Step 2: Create the Prompt Template action (inside Agentforce Builder)

Next, create an action inside Agentforce Builder that runs your prompt template.

1. In Agentforce Builder go to Support Policies & Terms in the explorer.

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

3. Enter Answer Pronto Support Questions as action name.

4. Enter the following information:

   Field	Value
   Agent Action Label	Answer Pronto Support Questions
   Agent Action API Name	Keep default
   Description	Answers customer support questions using Pronto policies, FAQs, and terms (grounded with RAG).
   Reference Action Type	Prompt Template
   Reference Action	Answer Pronto Support Questions
   Inputs - Question	Select checkbox Require Input to execute action
   Outputs - Prompt Response	Select checkbox Show in conversation

5. Click Save.

6. (Optional) For the Question input, enter the following Instructions:

   This is open-ended text input from a user in a chat, related to Pronto support policies, delivery/order lifecycle, refunds, promotions, memberships, or gift certificates.

7. Click Save.

Step 3: Add the action to the topic and route to it

Next, attach the action to the topic canvas and ensure the Topic Selector can route to it.

1. In the explorer, open the Support Policies & Terms topic.

2. Click on the arrow besides Select action, and select Answer Pronto Support Questions.

3. Click Save.

4. In the topic instructions, add (or replace with) the following:

   Use the Answer Pronto Support Questions action whenever the user asks about:
   - refunds or refund eligibility
   - delivery issues (late/missing orders)
   - promotions, memberships, or gift certificates
   - general support policies or terms
   
   If the user question is unclear, ask one clarifying question, then use the action.

5. Click Save.

6. In the explorer, open Topic Selector.

7. Add a transition so policy/terms questions route to your new topic:

   • Add a transition to Support Policies & Terms
   • Ensure the Topic Selector instructions include guidance to route policy/terms questions to that topic

8. Click Save.

Step 4: Try it out

1. Click Preview.

2. Enter the following prompt:

   My delivery was 45 minutes late. What is Pronto’s refund policy?

3. Confirm the agent uses your Answer Pronto Support Questions action.

4. Try a second prompt:

   Do Pronto gift certificates expire or have restrictions?

5. Confirm the agent again selects the unstructured-data action and answers using retrieved content.

Summary

In this exercise, you added a Prompt Template action to the Pronto Service Agent and routed policy/terms questions to a dedicated topic so the agent can respond using retrieved content from your Pronto PDFs.