Step-by-Step Guide to Creating a Custom Agentforce Agent

A custom Agentforce Agent is imperative to increase the efficiency and effectiveness of your business operations. Do you know why?

In this blog, we will walk you through the key steps that can help you create a custom Agentforce Agent:

What is Agentforce?

Agentforce is an AI support service designed to assist agents in providing better customer service. Its Natural Language Processing (NLP) enhances communication with customers, making interactions more efficient and effective.

This low-code platform simplifies the development of new service agents, enabling organizations to implement support solutions quickly and with minimal coding effort.

Prerequisite to create a New Agent:

1. You must have an Einstein Generative AI Org
2. Einstein Setup must be Enabled
3. Einstein Boat must be Enabled

Steps to Create a Basic Service Agent:

Step 1:

In the First Step, search ‘Einstein Setup’ in the Quick Find box and Enable Einstein Setup for Reference Check the below Screenshot.

Step 2:

Now, in the Quick Find box Search ‘Agents’ and Enable the toggle Einstein Copilot in Salesforce.

Step 3:

Now, create a New Agent, and Click on the Upper Right Corner on ‘New Agent‘. For reference Check below Screenshot.

Step 4:

For demonstration purposes, I have created a new agent. Now, click on “Open in Builder” to add actions to your agent based on the actions the agent will answer.

Step 5:

Now, you can add an agent to your Experience Cloud site to interact with customers.

After Clicking on Open in Builder create a new Topic. For demonstration purposes, I have Created a topic as ‘Travelling Management’.

Step 6:

Click on Action ‘Add Action‘. You Can add Flow action, Prompt action, etc. For reference Check below Screenshot. I have added Prompt Builder and Flow Action.

Note: I have created a flow based on the business scenario. It allows to creation of a new booking for a customer using their contact information and session ID. If I input the contact name Session ID and number of guests in the agent builder, it will initiate the booking process. You can also use Apex action.

Step 7:

After adding this flow action, the agent is now ready to use. Click on “Activate” to enable the agent. Based on your actions, the agent will respond.

Step 8:

Now, you can add an agent to your Experience Cloud site to interact with customers.

Conclusion:

In summary, Agentforce is an advanced NLP-driven solution that provides 24/7 support for customers, ensuring assistance is always available when needed. With its intuitive interface and easy-to-understand features, it allows users to interact seamlessly, enhancing the overall customer experience.