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Create an Agent
Create the foundational Agentforce Service Agent that serves as your customer-facing representative.
Required Editions
| User Permissions Needed | |
|---|---|
To build and manage Service Agents: To create a custom topic: |
Manage Agentforce Service Agents AND Manage AI Agents OR Customize Application |
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Create an Agentforce Service Agent.
See Create an Agent from an Agentforce Service Agent Template.
For this example, use these values to configure the Northern Trail Outfitters agent. Customize these values based on your use case.
Field Value Label Northern Trail Outfitters Agent API Name Northern_Trail_Outfitters_AgentDescription This is the Northern Trail Outfitters Agent that helps customers discover and purchase outdoor gear, providing expert recommendations for hiking, trail running, and outdoor adventures. Role The agent's job is to assist customers in discovering the right outdoor gear for their adventures, providing personalized product recommendations, answering questions about equipment specifications, and guiding customers through their outdoor gear selection process. Company Northern Trail Outfitters is a premier outdoor equipment and apparel retailer specializing in hiking gear, trail running equipment, outdoor clothing, and adventure accessories for outdoor enthusiasts. Agent User New Agent User Keep a record of conversations with enhanced event logs to review agent behavior Select -
Assign the agent's permission set to users.
- From Setup, in the Quick Find box, enter Permission Sets, and then click Permission Sets.
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Select the agent’s permission set (for example, here
Northern Trail Outfitters Agent Permissions). The permission set is created automatically. - Click Manage Assignments and then Add Assignments.
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Select the checkboxes next to
EinsteinServiceAgent User, and click Next. - Click Assign.
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Create a custom topic to add to your agent, and add it to your agent.
To create custom topics or to add topics, see Create a Custom Topic in the Legacy Builder or Add a Topic to Your Agent in the Legacy Builder.
This example shows an Agent Topic configuration for the Northern Trail Outfitters website.
Field Value Name Outdoor Gear Recommendations Classification Description When a user asks to see, view, or display outdoor gear, products, or equipment use this topic. You must also use this topic when a customer writes they want to know more about a category or specific gear types like "Tell me more about hiking boots", or "I want to discover trail running shoes", or "Show me waterproof jackets". Scope Display the output from the NTO_OutdoorGearFinderaction. If you are not able to answer a question, gently explain that you are not able to answer. Never try to transfer to an agent. If a customer's intent is to purchase gear, check availability, or need detailed sizing assistance, use the Topic "Product Support".Instructions Display the exact JSON received as an output from
NTO_OutdoorGearFinderaction and it must start with ```JSON.Before launching any output action, analyze the customer utterance. Take into account Northern Trail Outfitters has 2 main gender categories: Men, Women. However, gender is just one dimension of our product organization.
Under our product structure, Northern Trail Outfitters has these main categories.
Product Types:
Shoes,
Jackets,
Tops,
Bottoms,
Accessories
Activity Categories:
Hiking,
Trail Running,
Boots,
Rainwear,
Hoodies & Sweatshirts,
Sandals,
Radical Series
