Get Hands on with Agentforce Service Agents

Overview

Pronto wants to offer customer-facing support directly on the web. In this chapter, you’ll configure routing and deploy your agent through Experience Cloud using Service Cloud (Omni-Channel).

Use the diagram below to understand how Agentforce, Service Cloud, and Experience Cloud work together in the end-to-end experience.

What you’ll do

• Configure Omni-Channel messaging so customer conversations can be routed to your service agent
• Deploy Embedded Messaging to an Experience Cloud site so customers can chat with your agent

Continue with the exercises

• Exercise 1: Configure a Service Deployment
• Exercise 2: Distribute a Service Agent