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            Set Up the Complaint Management Agent

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            Set Up the Complaint Management Agent

            Create an agent with the Agentforce Employee Agent template and add the Complaint Resolution and Complaint-to-Case Conversion subagents to it. Create and assign a permission set to give complaint intake officers access to the agent.

            Required Editions

            Create the Complaint Management Agent

            Required Editions

            User Permissions Needed
            To build an Employee agent :

            Manage AI Agents and Manage Agentforce Employee Agents

            OR

            Customize Application
            1. From Setup, in the Quick Find box, enter Agent, and select Agentforce Agents.
            2. Click New Agent.
            3. Select the Agentforce Employee Agent template, and then click Next.
            4. Click Added to remove the General FAQ subagent that’s included by default, and then click Next.
            5. Enter a name, such as Complaint Management Agent.
            6. Enter an API name, such as ComplaintManagementAgent.
            7. Enter a description and a role.
            8. For Company, enter information about your agency, and then click Next.
            9. Skip the data source select, and click Create. The agent is created. It then opens in Agent Builder.
            10. Add the subagents.
              1. Click New, and select Add from Asset Library.
              2. Search for and select the Complaint Resolution and Complaint-To-Case Conversion subagents, and then click Finish.
            11. In Agentforce Builder, use the Conversation Preview area to test your agent with some utterances.
            12. Activate the agent.

            Create and Assign a Complaint Management Agent Permission Set

            Required Editions

            User Permissions Needed
            To create permission sets: Manage Profiles and Permission Sets
            To assign permission sets: Assign Permission Sets
            1. From Setup, in the Quick Find box, enter Permission, and then select Permission Sets.
            2. Click New.
            3. Enter a label, such as Complaint Management Agent Access.
            4. Press Tab to automatically fill in an API name based on the label.
            5. Save the permission set.
            6. On the page for your new permission set, click Agent Access.
            7. Click Edit.
            8. Select Complaint Management Agent that you want users to have access to and add it to Enabled Agents.
            9. Save your changes.
            10. Go to the permission set page, and click Manage Assignments.
            11. Click Add Assignments.
            12. Select the users you want to give access to and click Assign.

            When you activate your agent, it’s available in the Agentforce panel in Lightning Experience and in the Salesforce mobile app for all users that you granted access to. If a user has access to more than one agent in the Agentforce panel, the user can select which agent to interact with from a dropdown menu.

             
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