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            Creating a Help Agent in Minutes with Quick Service Agent Configuration

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            Creating a Help Agent in Minutes with Quick Service Agent Configuration

            With just a few quick steps, build AI-powered service channels grounded in your knowledge base using Quick Service Agent Configuration. This process can build your help portal, Voice channel, and web chat channel, and build a Help Agent to resolve customer issues in those channels. Help agent is based on the Agentforce Service agent template. Use these channels to provide 24/7 support and deflect cases.

            Required Editions

            Available in: Lightning Experience
            Available in: Enterprise, Performance, and Unlimited Editions with Einstein for Service, Agentforce for Service, and Agentforce 1 editions. It also requires the Help Agent add-on license. These editions come with other required licenses to set up and use Quick Service Agent Configuration, such as the Data 360 license.
            User Permissions Needed  
            To build and manage Service Agents:

            Manage Agentforce Service Agents AND Manage AI Agents

            OR

            Customize Application
            To build a Help agent using Quick Service Agent Configuration
            • Manage AI Agents
            • Data Cloud Architect
            • Quick Service Agent Configuration

            When you create an agent, the agent user account is assigned the AgentforceServiceAgentUserPSG permission set group. This permission set group enables the agent to execute subagents and actions, while granting it necessary access to Data Cloud, generative AI features, and data governance tools.

            If a customer issue is escalated to a human rep, but the escalation request fails, the agent remains in the session to help the customer. Escalation requests can fail when no agents are available, the business is closed, queues are full, the Help agent isn’t assigned an active escalation flow, or the LLM times out. During this fallback, the conversation reverts to the escalation subagent to offer alternatives, such as creating a case or scheduling an appointment, while maintaining full context of the prior conversation. If needed, update the escalation subagent instructions to specify what the Help agent should do if the escalation fails.

            Launch the Help Agent Salesforce Go Page

            To quickly create a Help agent, use the Salesforce Go page.

            1. From Setup, in the Quick Find box, enter Salesforce Go, and then click Salesforce Go.
            2. In the Search box, enter Help Agent, and then click Help Agent.
              The Help Agent page appears.
              Help Agent page in Salesforce Go

            Turn On Help Agent

            In the Help Agent Salesforce Go page, turn on Help Agent.

            In the Turn on Help Agent section, turn on Help Agent. This process completes the listed tasks and turns on the Agentforce Orchestrator.
            Turn on Help Agent section of the Help Agent page

            Build the Help Agent and Add it to Channels

            Note
            Note If you build an agent, but quit the setup before deploying the agent to any channels, you can return to Setup to deploy the agent to a channel. If the agent is activated, to edit the agent, deactivate it first.
            1. In the Help Agent Salesforce Go page, scroll down to the Complete the Required Steps section.
            2. In the Build a Help Agent step, click Go.
              Agentforce Studio opens.
              Get Started page for building a Help agent
            3. Click Get Started.
              In the Meet Your Agent screen, enter the agent details. If you add multiple agents, provide them with unique names. In the Agent Welcome Greeting field, include a message notifying customers that they are chatting with a virtual agent.
              Meet Your Agent page for adding Help agent details
            4. Click Continue.
              The Give Your Agent Context page appears.
              Give Your Agent Context page to upload knowledge source content
            5. In the Give Your Agent Context screen, you can optionally add public-facing knowledge sources, such as FAQs or troubleshooting guides, to ground the agent's responses. You can choose one of the following types of knowledge sources.
              1. To use your existing knowledge base available in Salesforce, select Salesforce Knowledge. If Knowledge isn’t already set up, this option isn’t available. To set it up, click Set Up Knowledge and select the data category groups.
              2. To add knowledge from files, select Create a Data Library or Use Existing Data Library. To create a data library, and then upload the files. To use an existing data library, select the library.
                Note
                Note To make changes to previously uploaded files, upload the latest files.
            6. Click Continue.
              The agent is now activated. Salesforce creates an Agentforce data library for each knowledge source that you added. Agentforce data libraries enhance the accuracy of AI features by connecting them to your trusted data sources. To enable the agent to efficiently retrieve content from the libraries, we index them.
              Tip
              Tip Before you can preview the agent, we have to index the knowledge sources. Indexing doesn’t begin until after the content is ingested. To grant us more time to finish indexing, we recommend that you add the agent to channels before you try to preview the agent. You can start previewing the agent with one or two data categories.
            7. In the Add to Channels screen, add your agent to channels. To add web chat to your website, in the Web Chat box:
              1. Click Copy Code.
              2. Enter your website domain.
              3. To add the code snippet to your website, in the Add Web Chat to Your Site dialog, follow the on-screen instructions, and then click Done.
                Page where you can copy the javascript snippet to add web chat to your website
                Note
                Note The code snippet doesn’t work in authenticated websites or sites with client-side rendering.
            8. To create an AI-driven help portal, in the Help Portal box:
              1. Click Manage.
              2. Enter a name for this site, and optionally upload a logo.
              3. Click Create and Deploy.
            9. To add the agent to a Voice channel, in the Voice box:
              1. Click Manage.
                You can add an agent to Voice channels with this telephony model only:
                • Salesforce Voice (Native Voice)
                Note
                Note This option requires a Voice license.
              2. Scroll down.
              3. In the Call Handling field, select a phone number for your Voice channel.
                Tip
                Tip To use a phone number that’s not in the list, click New Number. You can select a number from a supported country. Follow the prompts to get a new number.
              4. Click Create Channel and Attach Agent.
            10. Click Continue.
              The Take Your Agent for a Spin page opens.
              Page where you can try out Help agent in a configured channel
            11. To review the help portal, click View.

            Considerations for the Help Agent

            Review these considerations before using the Help Agent.

            • The Help Agent is created with default permissions that enable it to do specific tasks. To give the agent access to additional features, such as prompt templates, create a custom permission set that gives the agent user the access it needs. Custom permission sets that you assign to the agent user must be associated with the Einstein Agent license and Einstein Agent User profile. For a list of agent features and their required permissions, see Best Practices for Agent Users.
            • To use Quick Service Agent Configuration in a sandbox, you must manually set up Data 360, and then assign the Data Cloud permission sets to users.

            For additional considerations, see Considerations for Agentforce Service Agent and Best Practices for Agent User Permissions.

             
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