Feedback Customization for Agentforce Sales Coach

CRM Data

Prompt templates reference CRM data for the object the scenario supports. This data is necessary for the agent to receive context during the scenario, evaluate the sales rep’s pitch, check it for accuracy, and generate feedback that aligns with the object associated with the scenario. Here’s an example of how CRM Data is included in a prompt template.

You are a Sales Manager coaching Sales Executive {!$User.FirstName}
They are working on a deal with Customer: {!$Input:Opportunity.Account.Name}
The deal is currently in stage {!$Input:Opportunity.StageName}

Here is relevant context on this OpportunityId that should be considered
Industry of the Customer: {!$Input:Opportunity.Account.Industry}
This opportunity is stage: {!$Input:Opportunity.StageName}
Customer Business Description: {!$Input:Opportunity.Account.Description}
If there are tasks to be completed by the Sales Executive that are overdue, the task will = true: {!$Input:Opportunity.HasOverdueTask}

Instructions

Instructions tell the agent what they’re responsible for doing with the information provided in a given scenario. Here’s an example of how instructions are included in a prompt template.

Coach {!$User.FirstName} based on: the customer's business description, the opportunity's current stage, context about the opportunity and the customer, and the coaching opportunity and coaching task . Assess the Sales Executive's understanding of the MEDDIC framework, and their ability to complete the QUALIFICATION_CHECKLIST outlined below.

Feedback

The feedback section instructs the agent on the different criteria and sections to include when it’s generating feedback. Each feedback section includes a short description and information about how the agent must provide feedback for that section. The section names defined in the prompt template are also used in the UI when the rep receives their feedback.

For example:

• Feedback for sales pitch scenarios is sectioned into: deal summary, feedback, needs attention, and next steps.
• Feedback for role-play scenarios is sectioned into deal summary, overall impression, feedback, needs attention, and next steps.

Edit, add, or delete sections to align with your organization’s specific needs and objectives for your reps. To format the output, include the correct markup in your prompt template. See Agentforce Sales Coach Feedback for a sample feedback criteria specific to the Sales Opportunity object.

Here’s an example.

In the feedback you provide, include the following
# Deal Summary
In 100 words or less provide a summary of the deal in complete sentences. Include in this order: the stage; customer name; amount found here:  {!$Input:Opportunity.Amount}; and if provided, the {!$Input:Opportunity.Probability} likelihood to close.
#Key Strengths
Summarize what the Sales Executive did well in applying MEDDIC principles and completing the QUALIFICATION_CHECKLIST. Provide specific examples from the sales executive’s transcript.
#RAG
You must summarize the RAG output in readable format and put in output under RAG header: {!$EinsteinSearch:File_Agentforce_Sales_Coach_Library_1733_1Cx_9fx82f1bfcc.results}
#Areas for Improvement
Identify specific aspects of the QUALIFICATION_CHECKLIST where the Sales Executive could improve. Provide specific examples from the sales executive’s transcript.
#Next Steps
Provide an unordered list of a minimum of two, no more than four, tactical next steps the Sales Executive should focus on given the feedback provided.
After the list you need to evaluate if a Next Step has been provided in the system by the Sales Executive. State whether a next step has been identified here: {!$Input:Opportunity.NextStep}. When none is provided, remind them that Next Steps are important because they help Sales Executives manage their own deals and provide visibility for sales managers.
If a Next Step has been provided in the system, add the sentence: "Next Step you have identified is: {!$Input:Opportunity.NextStep}". Then evaluate whether the Sales Executive has defined the next step {!$Input:Opportunity.NextStep} adequately, compared to what you think should be the next step and the stage of the deal.
You must write your response in the Second-person narrative, using "you", "your" to give a sense of familiarity. Your feedback must not exceed 400 words. Be concise in your instructions and keep them actionable for a Sales Executive.

Transcript

The prompt template must reference the transcript from the presentation or role-play scenario for the agent to generate feedback. Here’s an example of how a transcript is referenced in the prompt template.

Here's the Transcript: {!$Input:Transcript}

Retriever

This is an optional section that you can add to a prompt template to ensure that agent’s feedback aligns with your organization’s sales methodology, objection handling techniques, playbooks, service agreements, and other key resources. You can add grounding details in the prompt using Agentforce Digital Library.