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            Create a Coaching Scenario

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            Create a Coaching Scenario

            A coaching scenario represents an end-to-end coaching session where a rep practices a skill, through a presentation or role-play. Agentforce Sales Coach evaluates the session and provides feedback based on the rep's performance. Create custom scenarios for targeted practice and refinement of core skills such as overcoming objections, handling difficult customer conversations, and more.

            Required Editions

            Available in: Lightning Experience in Enterprise, Performance, Unlimited, and Developer Editions with Foundations or Agentforce 1 Editions.
            User Permissions Needed
            To create a coaching scenario: Manage Agentforce Sales Coach

            As a prerequisite, make sure that the scenario components: subagent, action, and prompt templates are created.

            To create a coaching scenario, use Agentforce Builder.

            1. From Agentforce Builder, select Coaching Scenarios.
            2. Click New Scenario.
            3. Provide the required details.
              • Enter the scenario name and select the Salesforce object associated with the scenario.
              • Enter the scenario description and user guidance.
              • Select the scenario components: scenario type, subagent for role-play (if the scenario type is role-play), feedback subagent, action, and the prompt template associated with the scenario.
            4. Click Save. You can preview the scenario to make sure all settings and permissions are configured correctly before activating it. Click the actions menu against the scenario and select Preview.
            5. To activate the scenario, click the actions menu against the scenario and select Activate Scenario.
            Note
            Note Agentforce Sales Coach now supports multiple languages. To create scenarios in a language other than your org’s default, use Translation Workbench to add translations for your custom scenarios. For more information, see Translation Workbench.
             
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