VitePress

Appearance

Exercise 2: Configure a Service Deployment ​

In this exercise you will configure a Service deployment that will expose the Coral Cloud Agent to your customers directly. There are quite a few pieces that need to come together to expose an agent, and this is brought together using Omni-Channel in Service Cloud.

Step 1: Enable messaging and configure Omni-Channel ​

Messaging enables you to create channels to handle messages received from your customers. In this example, we will use messaging to enable customers to engage with the Coral Cloud 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 NameAgent Routing Configuration
    Developer NameAgent_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
    LabelMessaging Queue
    Queue NameMessaging_Queue
    Queue EmailLeave Blank
    Send Email to MembersKeep default: False
    Routing ConfigurationAgent_Routing_Configuration
    Selected ObjectsMessaging Session
    Selected MembersAdmin User

  4. Click on Save.

Create presence status ​

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

  2. Click on New.

  3. Set field values as follows:

    FieldValue
    LabelAvailable
    Developer NameAvailable
    Status OptionsKeep default: Online
    Selected ChannelsMessaging

  4. 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
    LabelCoral Cloud Service Agent
    API NameCoral_Cloud_Service_Agent
    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.

  12. Click on Save.

  13. Click on Done.

Create a presence configuration ​

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

  2. Click on New.

  3. Set field values as follows:

    FieldValue
    Presence Configuration NameMessaging Presence Configuration
    Developer NameMessaging_Presence_Configuration
    Capacity20

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

  5. Click on Save.

Publish the Coral Cloud site (get the domain) ​

You’ll use your Experience Cloud site domain when you create the messaging channel.

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

  2. Click Builder next to the Coral Cloud site.

  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 Coral Cloud 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 NameCoral Cloud Agent
    Developer NameCoral_Cloud_Agent
    Deployment TypeWeb
    DomainPaste the URL you copied, then remove https:// and the path. Example: https://mydomain.my.site.com/s/ → mydomain.my.site.com

  6. Click on Next.

  7. Set field values as follows:

    FieldValue
    Routing TypeAgentforce Service Agent
    Agentforce Service AgentCoral Cloud Agent
    Fallback QueueMessaging Queue

  8. Click on Save.

  9. Accept the Terms and Conditions.

  10. Click Save.

Step 2: Create an embedded service deployment ​

Create 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. Click on New Deployment.

  3. Select Messaging for In-App and Web.

  4. Click on Next.

  5. Select Web.

  6. Configure the deployment as follows:

    FieldValue
    Embedded Service Deployment NameAgent Web Deployment
    API NameAgent_Web_Deployment
    DomainUse the same domain you used for the messaging channel
    Messaging ChannelCoral Cloud Agent

  7. Click on Save.

  8. Once the save has been completed, Click on Publish.

Summary ​

You have just created a custom service agent that can be used to interact with your customers. Next, we will use the service deployment capabilities in Service Cloud to deploy the Agent to a customer-facing Experience Cloud site.