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Exercise 1: Configure a Service Deployment ​

In this exercise, you’ll activate your Pronto service agent and configure Omni-Channel messaging so customer conversations can be routed to it.

TIP

Prerequisite: Complete the Agentforce Builder workshop first and make sure your agent already exists (for example, the Pronto Service Agent). This chapter assumes you’re starting with an agent definition that’s ready to be deployed.

Step 1: Activate the Pronto Service Agent ​

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

  2. Open the Pronto Service Agent.

  3. Click on Commit Version in the top right of the screen.

  4. Confirm by clicking Commit Version in the modal.

  5. Click on Activate.

  6. Confirm by clicking Activate in the modal.

Step 2: Enable messaging and configure Omni-Channel ​

Messaging enables you to create channels to handle messages received from your customers. In this example, you’ll use messaging to enable customers to engage with your Pronto service agent.

Enable messaging ​

  1. In the Setup Quick Find, search for and select Messaging Settings.

  2. Set Messaging to On.

Create a routing configuration ​

  1. In the Setup Quick Find, search for and select Routing Configurations.

  2. Click on New.

  3. Set field values as follows:

    FieldValue
    Routing Configuration NameCustomer Service Agent Routing Configuration
    Developer NameCustomer_Service_Agent_Routing_Configuration
    Overflow AssigneeLeave Blank
    Routing Priority1
    Routing ModelMost Available
    Push Time-out(seconds)Leave Blank
    Capacity TypeKeep default: Inherited
    Units of Capacity2
    Percentage of CapacityLeave Blank

  4. Click on Save.

Create a queue ​

  1. In the Setup Quick Find, search for and select Queues.

  2. Click on New.

  3. Set field values as follows:

    FieldValue
    LabelCustomer Service Messaging Queue
    Queue NameCustomer_Service_Messaging_Queue
    Queue EmailLeave Blank
    Send Email to MembersKeep default: False
    Routing ConfigurationCustomer_Service_Agent_Routing_Configuration
    Selected ObjectsMessaging Session
    Selected MembersAdmin User or OrgFarm EPIC

  4. Click on Save.

Create presence status ​

  1. In the Setup Quick Find, search for and select Presence Statuses.

  2. If you already have the Available Presence Status then you do not need to create a new one.

  3. If you do not see an existing Presence Status, Click on New.

  4. Set field values as follows:

    FieldValue
    LabelAvailable
    Developer NameAvailable
    Status OptionsKeep default: Online
    Selected ChannelsMessaging

  5. Click on Save.

Create a presence status permission set ​

  1. In the Setup Quick Find, search for and select Permission Sets.

  2. Click on New.

  3. Set field values as follows:

    FieldValue
    LabelPronto Service Agent Access
    API NamePronto_Service_Agent_Access
    DescriptionThis permission set grants access to messaging and the Available messaging status.
    LicenseKeep default: None

  4. Click on Save.

  5. Under Apps, click on Service Presence Statuses Access.

  6. Click on Edit.

  7. Add Available to Enabled Service Presence Statuses.

  8. Click on Save.

  9. Click on Manage Assignments.

  10. Click on Add Assignments.

  11. Check the box next to Admin User or OrgFarm EPIC.

  12. Click on Next.

  13. Click on Assign.

  14. Click on Done.

Create a presence configuration ​

  1. In the Setup Quick Find, search for and select Presence Configuration.

  2. If you already have the Messaging Presence Configuration Configuration then you do not need to create a new one.

  3. If you do not see the existing Configuration, Click on New.

  4. Set field values as follows:

    FieldValue
    Presence Configuration NameMessaging Presence Configuration
    Developer NameMessaging_Presence_Configuration
    Capacity20

  5. Every other value should be left to the defaults.

  6. Click on Save.

Publish your Experience Cloud site ​

  1. Search for Digital Experiences in the Setup Quick Find and select All Sites.

  2. Find the Customer Support Site and click on Builder.

  3. If a popup appears, click OK.

  4. Click Publish in the upper right corner.

  5. Click Publish in the confirmation window.

  6. Click Got It.

  7. Click the Experience Builder menu.

  8. Select View to open the published site.

  9. Copy the URL of the published Pronto Customer Support Site..

Create a messaging channel ​

  1. In the Setup Quick Find, search for and select Messaging Settings.

  2. Click on New Channel.

  3. Click on Start.

  4. Select Enhanced Chat.

  5. Set field values as follows:

    FieldValue
    Channel NamePronto Service Agent
    Developer NamePronto_Service_Agent
    Deployment TypeWeb
    DomainPaste the URL copied from the previous step, then remove https:// and /customers/. Example: https://mydomain.my.site.com/customers/ → mydomain.my.site.com

  6. Click on Next.

  7. Set field values as follows:

    FieldValue
    Routing TypeAgentforce Service Agent
    Agentforce Service AgentPronto Service Agent
    Fallback QueueCustomer Service Messaging Queue

  8. Click on Save.

  9. Accept the Terms and Conditions.

  10. Click on Save.

  11. Scroll to the bottom of the page and click on Save.

Step 3: Update the embedded service deployment ​

UPdate an Embedded Service deployment that can be used to distribute your agent.

  1. In the Setup Quick Find, search for and select Embedded Service Deployments.

  2. Open the Pronto_Service_Agent Embedded Service.

  3. Click on Publish.

Summary ​

In this exercise, you activated your Pronto service agent and configured Omni-Channel messaging so customer conversations can be routed to it.