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Experience Cloud
Ground Agentforce Service Agent in Customer Context

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Ground Agentforce Service Agent in Customer Context

Configure your agent to initialize conversations using the user identity, recent activity, and pending tasks.

Required Editions

Available in: Salesforce Classic and Lightning Experience
Available in: Enterprise, Performance, Unlimited, and Developer Editions
Available in: LWR and Aura
Available in: Available in Enterprise, Performance, Unlimited, and Developer Editions with Foundations or Agentforce 1 Editions. Access to some standard agent actions requires additional add-on licenses.
User Permissions Needed
To create and manage Agentforce Service agents: Manage Agentforce Service Agents permission set AND Manage AI Agents To let the agent user securely access data and perform actions, see Best Practices for Agent User Permissions.

Grounding the agent in the Personalization API creates a greeting that references the specific context of the user.

  1. In the Agentforce Builder, select your Agentforce Service agent.
  2. Select the Init action.
  3. Add a step to call the Personalization API.
  4. Configure the step to retrieve activityEvents and the toDoList.
  5. Use a Prompt Template to merge these signals into a greeting.
  6. Select Save and Activate the agent.
 
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