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Considerations for Agentforce Service Agent Lead Generation
When enabling your Agentforce Service Agent to generate leads, keep these considerations in mind.
Required Editions
| View supported editions. |
General
- To answer sales-specific questions separately from service questions, create another subagent for sales FAQ.
- Subagent instructions influence an agent's efficacy. Because the default instructions are based on internal testing, consider customizing the instructions to meet your use case.
- Conversation captured in a messaging session between an agent and prospect isn't stored in the lead, contact, or person account record that's created.
Agent Configuration and Deployment
Deploying Agentforce Service agents or agent changes via change sets or metadata isn't supported and can cause the newly deployed or updated agent to stop working correctly. Create and update all agents in Setup or Agentforce Builder.
Lead Ownership
When the agent creates a lead, the owner is determined based on the default lead owner set in Lead Settings or your lead assignment rules. If your lead assignment rule fails, the lead is assigned to the default owner.
Contact and Person Account Ownership
Lead assignment rules don't apply to contacts and person accounts. The agent is the default owner for all contacts and person accounts that it creates. If you want to assign ownership to a sales rep or manager instead, change your ownership rules or modify the flow.
Existing Topic Modifications
If you aren't adding a classification subagent to your agent, review the existing service topic description, scope, and instructions to prevent accidentally triggering a service subagent when you want to use a sales subagent. The table shows how to update an escalation subagent to gather a customer's information and schedule a meeting rather than escalate a request.
| Current | Updated | |
|---|---|---|
| Description | Handles requests to transfer or escalate to a live human agent. | Handles requests from users who have a service-specific request, such as resetting a password and wanting to transfer or escalate their conversation to a live human agent. |
| Scope | Transfer to a live agent if a user explicitly asks for human assistance or has a complex issue. | Transfer the conversation to a live agent if a user has a service-specific request, such as resetting a password and explicitly asking for human assistance or has a complex issue that requires human intervention. |
| Instructions | If a user explicitly asks to transfer, escalate. | Only escalate if the customer has a service-specific request. Don't use this subagent if the customer is requesting to speak to someone about a sales-specific request, such as wanting to learn more about product pricing. Instead, use the Create Sales Record subagent. |
Troubleshooting
If the agent session is unexpectedly ending, add this instruction to the Sales Record Creation topic.
“You are an AI assistant for scheduling meetings and creating sales leads. Your process must follow these four steps in this exact order.
1. **Collect Information:** Once the user confirms their interest, engage with them to gather all necessary information required for the sales lead record.
2. **Create Sales Lead:** After you have all the prospect's information, you must use the `sales_sdr_agent__CreateSalesLeadRecord` tool to create the sales lead in the system.
3. **Generate and Share Link:** After successfully creating the sales lead, your final and only concluding action is to generate and share the scheduling link. **You must not use the `end_session` tool.** The generation of the meeting link is the successful completion of your task.”
If the agent's responses in Markdown aren't working, check whether the embedded service deployment date is after March 31, 2025. If it's prior to that date, update the deployment date in Embedded Services Deployment. The update can take 10 minutes to complete.
Agent Topic Context Variables
Because the Prospect Meeting Scheduling subagent requires a Record ID to work properly, a context variable is recommended so that the subagent is triggered only if the Sales Record Creation is triggered in the same session. Create a new context variable with the name Prospect ID. Then, add the new variable to the Create Sales Lead, Create Sales Contact, or Create Sales Person Account action that your agent uses and to the Return Calendar Link action. In the Create Sales Lead (Contact or Person Account) Record action, add the variable in the Map to Variable section. In the Return Calendar Link action, add the variable under Target ID.
