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            Create Agent from an Agentforce Banking Service Customer Assistance Template

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            3. Financial Services Cloud Admin Guide

            Create Agent from an Agentforce Banking Service Customer Assistance Template

            Use the Banking Service Customer Assistance agent template to quickly build an agent that autonomously handles common banking service requests for customers. This agent works only on authenticated channels.

            Required Editions

            Available in: Lightning Experience
            Available in: Professional, Enterprise, and Unlimited Editions
            User Permissions Needed
            To access Banking Service Customer Assistance topics: Financial Services Cloud Extension OR FSC Service
            To create an agent by using the Agentforce Service Agent template: Manage AI Agents and Manage Agentforce Service Agents OR Customize Application

            Before you begin, make sure that you verified the Omnistudio settings.

            1. Set up Einstein generative AI to get access to powerful generative AI features.
            2. Enable Agentforce.
            3. Turn on Banking Service Customer Assistance to access the agent template with prebuilt topics and actions.
              1. From Setup, in the Quick Find box, enter Banking Service Assistance, and then under Agentforce for Financial Services, select Banking Service Assistance Settings.
              2. Turn on Banking Service Customer Assistance.
            4. Create an Agent by using the Banking Service Customer Assistance template and configure the settings according to your needs.
              Note
              Note Banking Service Customer Assistance agent template and topics are available only in the Legacy Agentforce Builder.

              If you’re creating an agent using the Create with Gen AI option, make sure to include Banking Service Customer Assistance agent topics.

            5. Create and activate service processes for these agent topics: Agent Topic: Fee Reversal (beta), Agent Topic: Address Update Request, and Agent Topic: Report Credit or Debit Card Request.
            6. If you want to add the agent to your Experience Cloud site, see Deploy Banking Service Customer Assistance to Experience Cloud Site.
            7. If you want to connect the agent to WhatsApp, see Connect Banking Service Customer Assistance to WhatsApp.
            8. If you want to extend the agent support to third-party websites, see Integrate Banking Service Customer Assistance with Third-Party Websites.
             
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