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            Set Up Agentforce for Provider Contact Center

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            Set Up Agentforce for Provider Contact Center

            To help contact center reps deliver efficient patient interactions by using Agentforce, enable the required settings and set up Agentforce for Provider Contact Center.

            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 use Contact Center for Health Cloud: Contact Center for Health Cloud
            To set up Agentforce for Contact Center:

            Contact Center Agent for Health Cloud

            To set up Agentforce for Provider Contact Center, complete these prerequisites.

            1. In Setup, find and select Contact Center Settings.
            2. Select Agentforce for Provider Contact Center.
            3. To set up Agentforce for Provider Contact Center, follow the guided setup for your specific use case.
              The FHIR System Integration in Real Time using Generic FHIR Client is deployed as part of MuleSoft Direct Integration setup. In the Select Named Credentials for MuleSoft Integration step, make sure to select the named credential created during that setup. This ensures secure access to the deployed application and enables protected data exchange.
            • 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.
            • Create an Agent to Manage athenahealth Patient Details
              To help contact center reps quickly register patients, manage patient data, create patient cases, and create medication requests (prescription refills) in athenahealth, create a contact center agent and then customize the Patient Data Management subagent.
            • Create a Permission Set for Provider Contact Center Agent Access
              Create a permission set and add access for using the agent that you created for Provider Contact Center. Assign this permission set to the contact center reps to help them use the agent effectively.
             
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