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            Configure the Benefit Assistance Agent

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            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.

            Required Editions

            View supported product editions.

            Before you begin, make sure that your org has the required licenses and permissions.

            Required Licenses

            • Digital Engagement

            Required Add-Ons

            Ensure that these add-ons are enabled and available in your org:

            • BenefitAssistanceForCmtyAddon
            • PublicSectorGenerativeAIAddon
            • PublicSectorAddon
            • BREDesignerAddOn
            • BRERuntimeAddOn

            Admin User Permissions

            To configure the agent and its dependencies, you (the admin) need the following:

            • Administrative permissions to enable org settings and Omni-Channel.
            • Permissions to create and activate flows and decision tables.
            • Permissions to assign the required add-ons and permission sets to the Digital Agent user.
            • Permissions to access objects such as Assessment Question, Assessment QuestionSet, Assessment Question Version, and Assessment Question Assignment.

            This configuration involves several stages: enabling the necessary frameworks, preparing your content for the agent's knowledge base, setting up the agent itself, and finally, deploying it to your Experience Cloud site.

            1. In Setup, navigate to Settings and enable these org preferences:
              • Program and Benefit Management
              • Einstein Generative AI for Public Sector
              • Benefit Management Community Skills
            2. Configure the qualification assessment questions using the Discovery Framework.
              1. From Setup, enter Discovery Framework in the Quick Find box, and select General Setting.
              2. Enable the Discovery Framework setting.
              3. Enable Enhanced Questions, Import or Export, and Sample Template.
              4. From the Discovery Framework Sample Templates page, import the Public Sector Benefit Assistance template.
            3. Set up the Business Rules Engine (BRE).
              1. From Setup, enter Decision Tables in the Quick Find box, and create decision tables from the out-of-the-box templates.
              2. Upload data to the decision tables and activate them.
              3. From the App Launcher, find and open Expression Set Templates.
              4. Create expression sets from the out-of-the-box templates and activate them.
            4. Set up the retriever for RAG.
              1. From Setup, enter Agentforce Data Library in the Quick Find box, and select Agentforce Data Library.
              2. Select New Library and choose Files as the data type.
              3. Upload your agency’s policy documents to the library. This action automatically creates the retriever that the agent uses.
              Important
              Important The uploaded policy documents must be fully indexed by the system before the agent can use the information. Wait until indexing is complete before testing the agent.
            5. Create and activate the agent.
              1. From Setup, navigate to Agentforce Agents.
              2. Select Create from Template and choose Agentforce Service Agent.
              3. Select the Benefit Assistance Agent Topic and activate the agent.
            6. Set up user access for the Digital Agent user. Because the agent runs in the context of the Digital Agent user, provide the required permissions and licenses for the agent to run qualification checks and access assessment questions.
              1. Assign the Industries Assessment and Rule Engine Runtime permission sets.
              2. Assign the AgentforceForPublicSectorPslForAIAgents permission set license.
              3. Clone the AgentforceForPublicSectorPslForAIAgents permission set, enable the Use Agentforce for Public Sector as a Constituent system permission, and assign the cloned permission set.
              4. Through the user's profile, provide access to these objects: Assessment Question, Assessment QuestionSet, Assessment Question Version, and Assessment Question Assignment.
              5. Create sharing set rules so the user can access records for these objects: Assessment Question, Assessment QuestionSet, Assessment Question Version, and Assessment Question Assignment.
              6. For the user's profile, enable Field-Level Security (FLS) for the ResponseValues field on the Assessment Question Version object.
            7. Enable Omni-Channel. From Setup, find and enable Omni-Channel Settings.
            8. Deploy the agent to your Experience Cloud site.
              1. Make sure that Person Accounts are enabled for your org.
              2. Create an Experience Cloud site, for example, by using the Benefit Assistance template.
              3. Assign a user profile that has the Run Flows permission to your site users.
              4. From the Experience Builder, add the Embedded Messaging component to a portal page.
              5. Route conversations to your agent by creating an inbound Omni-Channel flow.
              6. In the flow's Route Work action, select Agentforce Service Agent as the type and select your Benefit Assistance Agent.

            After you set up the retriever in step 4, get the Retriever ID from the new Agentforce Data Library. Update the Benefit Assistance Agent Topic instructions to use your new Retriever ID so the agent can find your policy documents. For detailed instructions on connecting the agent to messaging channels, see "Connect a Service Agent to Messaging" in Salesforce Help.

             
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