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            Set Up Data 360 for Complaint Management with Agentforce

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            Set Up Data 360 for Complaint Management with Agentforce

            Connect your Public Sector (formerly Public Sector Solutions) org to Data 360 and turn on permissions required to ingest Case, Public Complaint, and Regulatory Code data into Data 360. Set up data streams for the Case, Public Complaint, and Regulatory Code objects. Finally, create hybrid search retrievers to use as resources in prompt templates that the agent actions call.

            Required Editions

            Connect Public Sector to Data 360

            Required Editions

            User Permissions Needed
            To connect Public Sector to Data 360: Data Cloud Admin permission set
            1. From Setup, click Data Cloud Setup.
            2. In Data Cloud Setup, in the Quick Find box, enter Salesforce CRM, and then select Salesforce CRM.
            3. Click New.
            4. Click Connect to a Salesforce Org, and then click Next.
            5. Enter a connection alias, and then click Proceed.
            6. Log in to your Public Sector org with the admin credentials.

            Enable Object and System Permissions in the Data 360 Salesforce Connector Permission Set

            Required Editions

            User Permissions Needed
            To turn on permissions in the permission set: Manage Profiles and Permission Sets
            1. From Setup, in the Quick Find box, enter Permission, and then select Permission Sets.
            2. Select the Data Cloud Salesforce Connector permission set.
            3. Select Object Settings.
            4. Select Public Complaints, and then click Edit.
            5. In Object Permissions, turn on the Read and View All Records permissions.
            6. In Field Permissions, turn on read access for every field.
            7. Save your changes.
            8. Similarly, in Object Settings, enable the object and field permissions for Cases and Regulatory Codes objects using this table as a guide.
              Object Object Permissions Field Permissions
              Case Read, View All Records, and View All Fields Read access for every field
              Regulatory Code Read, View All Records, and View All Fields Read access for every field
            9. In Data Cloud Salesforce Connector permission set, select System Permissions, and then click Edit.
            10. Turn on these permissions.
              1. Allows internal org users to access Investigative Case Management objects and features.
              2. Grant users access to Public Sector features.
              3. Provides access to Complaints Management features and objects.
            11. Save your changes.

            Create Data Streams

            Required Editions

            User Permissions Needed
            To create data streams: Data Cloud Admin permission set
            1. From the App Launcher, find and select Data Cloud.
            2. On the Data Streams tab, click New.
            3. From connected sources, select Salesforce CRM, and click Next.
            4. Select View Objects.
            5. Search for and select Case, Public Complaint, and Regulatory Code, and click Next.
            6. In Object Category, select Other.
            7. (Optional) For each object, enter your own DLO label, API name, and data stream name, or accept the default names. The data stream name defaults to the object label and the alias that’s provided when setting up connection to a Salesforce CRM org.
            8. Click Next, and deploy your data stream.

            Map Data Lake Object and Data Model Object Fields

            Required Editions

            User Permissions Needed
            To map Data Model Object fields: Data Cloud Admin permission set
            1. From the App Launcher, find and select Data Cloud.
            2. On the Data Streams tab, select the data stream for Case.
            3. Under Data Mapping, click Start. The field-mapping canvas shows your source DLO on the left and target DMO on the right.
            4. Under Data Model Entities, click Select Objects.
            5. In the Standard Data Model, search for and select the Case object, and click Done.
            6. Select the field to map in the DLO and click the related field on the DMO to establish mapping connection.

              Map the fields using this table as a guide. When you map a pair of fields, an arrow connects them.

              Case DLO Field

              Case DMO Field

              Closed

              Closed

              Description

              Description

              Subject

              Subject
            7. Save your changes.
            8. Similarly, map the fields for the Public Complaint and Regulatory Code data model objects using these tables as guide.

              Public Complaint DLO Field

              Complaint DMO Field

              Business Address

              Business Address

              Business Name

              Business Name

              Comments

              Comments

              Complaint Summary

              Complaint Summary

              Description

              Description

              First Name

              First Name

              Is Reporter Confidential

              Is Reporter Confidential

              Last Name

              Last Name

              Public Complaint ID

              Complaint Id

              Reporter Address

              Reporter Address

              Reporter Organization

              Reporter Organization

              Status

              Complaint Status

              Subject

              Subject

              Regulatory Code DLO Field

              Regulatory Code DMO Field

              Description

              Description

              Regulatory Code ID

              Regulatory Code Id

              Subject

              Subject

            Build Hybrid Search Indexes for Case, Public Complaint, and Regulatory Code

            Required Editions

            User Permissions Needed
            To create a search index: Data Cloud Admin permission set
            1. From the App Launcher, find and select Data Cloud.
            2. Select the Search Index tab, and then click New.
            3. Select Advanced Setup, and click Next.
            4. Select Hybrid Search as the search type.
            5. Select Case as the source object, and click Next.
            6. Click Manage Fields.
            7. Select the Case Subject and Description fields for chunking, and then click Save.
            8. Select Passage Extraction as the chunking strategy, and click Next.
            9. Select the E5 Large V2 Embedding Model for vectorization, and click Next.
            10. Add Closed as the selected field for filtering, and click Next.
            11. Click Next to skip adding a ranking factor.
            12. Review the search index configuration and save your changes.
            13. Similarly, create a search index for Public Complaint and Regulatory Code.
              For Public Complaint, select the Complaint Keyword field for chunking, and select Status field for filtering. For Regulatory Code, select the Description field for chunking, and don't select a field for filtering.

            Create Search Retrievers

            Required Editions

            User Permissions Needed
            To create a search retriever: Data Cloud Admin permission set
            1. From the App Launcher, find and select Data Cloud.
            2. On the AI Models (formerly Einstein Studio) tab, select Retrievers, and click New Retriever.
            3. Select Individual Retriever as the retriever type, and click Next.
            4. Select Data Cloud as the data source for the retriever.
            5. Search for and select Complaint as the data model object.
            6. Select the search index that you created for the Complaint object, and click Next.
            7. Configure a filter condition.
              1. Select Filter Documents to Return.
              2. In Field, select Status.
              3. In Operator, select Equal To.
              4. Enter and add Resolved as the value.
              5. Click Next.
            8. Enter the number of results the retriever returns.
            9. In Field Name, select Direct Attributes > Complaint > Complaint Id. The field label is automatically populated.
            10. Click Next.
            11. Review the retriever configuration, and click Save.
            12. Enter a name, such as Resolved Complaint Retriever, and an optional description.
            13. Save your changes.
            14. Similarly, create another retriever for the Complaint object with the filter condition Status not equal to Resolved. Give it a name such as Unresolved Complaint Retriever.
            15. Then, create a retriever for the Case object with the filter condition Closed equal to False. Give it a name such as Case Retriever.
            16. Then, create a retriever for the Regulatory Code object without a filter condition. Give it a name such as Regulatory Code Retriever.

            Update Prompt Templates to Use the Hybrid Search Retrievers

            Update the prompt templates that agent actions call to find similar complaints, find similar unresolved complaints, find similar cases, and get relevant regulatory codes to use the hybrid search retrievers that you created.

            Required Editions

            User Permissions Needed

            To manage prompt templates:

            Prompt Template Manager permission set
            1. From Setup, in the Quick Find box, enter Prompt, and then select Prompt Builder.
            2. Find and select Find Similar Complaints.
            3. Click Save As, and select Save as a New Version.
            4. Select and delete the text REPLACE_RETRIEVER_HERE.
            5. Click Insert Resource.
            6. Select Einstein Search > Complaint > Resolved Complaint Retriever.
            7. In Template Settings, configure the search parameters for the retriever.
              1. In Search Text, select Public Complaint > Complaint Keyword.
              2. In Output Fields, select Complaint Id.
            8. Save and activate the prompt template.
            9. Similarly, update the Find Similar Unresolved Complaints prompt template to use Unresolved Complaint Retriever. Select Public Complaint > Complaint Keyword as the search text, and Complaint Id as the output field.
            10. Then, update the List IDs of Similar Cases prompt template to use Case Retriever. Select Case > Complaint Keywords as the search text, and Case Id as the output field.
            11. Finally, update the Get Relevant Regulatory Codes prompt template to use Regulatory Code Retriever. Select Public Complaint > Complaint Keyword as the search text, and Regulatory Code Id as the output field.
             
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