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            Create an Agent for Provider Contact Center

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            3. Health

            Create an Agent for Provider Contact Center

            Use the Agentforce Employee Agent template to create an agent to unlock the power of Agentforce for your provider contact center reps. Add contact center specific subagents to the agent to help contact center reps manage patient interactions with real-time access to patient data.

            Required Editions

            Available in: Lightning Experience
            Available in: Enterprise, Performance, and Unlimited Editions with the Agentforce for Health Cloud, Universal Credit Metering, and Agentforce Employee Agent add-on licenses
            User Permissions Needed
            To build an Agent:

            Contact Center Agent for Health Cloud

            AND

            Manage AI Agents

            AND

            Manage Agentforce Employee Agents
            Note
            Note To create an agent that manages athenahealth patient details, see Create an Agent to Manage athenahealth Patient Details before you begin.
            1. From Setup, in the Quick Find box, enter Agent, and then select Agentforce Agents.
            2. Turn on Enable the Agentforce (Default) Agent.
            3. Click New Agent.
            4. In Agentforce Builder, in the Select an agent section, select Create from a Template.
            5. select Agentforce Employee Agent as the template type.
            6. Click Next.
            7. In the Select your subagents section, review the agent's subagents and actions available with your template.
              You can customize these subagent and actions later, but if any of them doesn't apply to your use cases, remove them.
            8. Click Next.
            9. Enter a name for your agent.
              The API name is automatically populated.
            10. Enter a role, description, and company name.
            11. Click Next.
            12. Select a data source to ground your agent's responses.
              If you don't want to use the available data sources, create a library to limit Agentforce Employee agent to specific articles or uploaded fields. See Assign a Data Library to Your Agent.
            13. Click Create.
            14. From the sidebar, select Subagents.
            15. Click New, and then select Add from Asset Library.
            16. Select these subagents to configure your agent for provider contact center.
              To manage athenahealth patient data, customize the Patient Data Management subagent. For instructions, see Customize the Patient Data Management Subagent for athenahealth.
            17. Click Finish.
            18. Activate your agent.
            • Subagent: Eligibility and Benefit Verification for Providers
              Verifies a patient's eligibility and benefits for healthcare providers.
            • Subagent: Patient Data Management
              Manages patient-related clinical and administrative data for various purposes by interacting with Electronic Medical Record (EMR) systems. Automates FHIR-based operations, such as patient registration, communication, and medication management.
            • Subagent: Patient Data Retrieval
              Provides contact center reps with real-time patient data from external EMR systems by using the US Core Data Set(USCDI) FHIR APIs during patient interactions. This data includes demographic, clinical, and administrative information, such as medical history, treatment plans, and current health status.
             
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