Benefit Assistance with Agentforce

The Benefit Assistance Agent is an AI-powered chatbot for your Experience Cloud site. It provides constituents with information about your benefit programs, qualification criteria, and application processes by answering questions and guiding them through pre-screening questionnaires. The agent can be deployed to assist both guest users and authenticated (logged-in) users on your portal.

The Benefit Assistance Agent uses two core technologies to assist users:

Retrieval Augmented Generation (RAG)

The agent answers constituent questions by retrieving information directly from your agency’s official policy documents. You provide these documents to the agent through the Agentforce Data Library. This process ensures that the agent's answers are grounded in your specific, approved content.

Discovery Framework

The agent runs pre-screening questionnaires to help determine a constituent's potential qualification for benefits. It uses flows and decision tables that you configure to evaluate user responses against your program's qualifying criteria.

Public Sector provides a pre-built Benefit Assistance Subagent that includes the necessary flows and prompt templates for the agent to function. These components are designed to answer questions based on your policy documents, ask constituents a series of pre-screening questions, and check which benefits they may qualify for.

• Configure the Benefit Assistance Agent
  Set up and deploy the Benefit Assistance Agent on your Experience Cloud site. This task guides you through configuring the required licenses, setting up qualification checks, preparing your policy documents, and deploying the agent to your constituent portal.
• Benefit Assistance Agent Actions
  Review the actions, flows, and prompt templates that are included with the Benefit Assistance Subagent in Public Sector (formerly Public Sector Solutions). These components enable the agent to answer questions and determine benefit eligibility.