Integration Procedures on Agentforce

Integration Procedures in Omnistudio are powerful tools used to automate data integration and transfer between systems. They enable the creation of complex workflows, data transformations, and business logic execution, all within a single, unified environment. Agentforce is Salesforce’s agent-focused workspace, designed to streamline customer service operations by providing a centralized platform for case management, customer interaction, and system integration.

With the new Agentforce configuration for Integration Procedures, you can now bring these automation capabilities directly into the Agentforce environment. This integration simplifies workflows, automates data movement, and enhances efficiency—allowing agents to access real-time data and execute backend processes without leaving their workspace.

Industries that manage a high volume of cases, such as healthcare, insurance, and utilities can benefit from improved case management through features like smart routing, instant data access, and automated routine tasks. These enhancements lead to greater agent productivity, faster issue resolution, and a better customer experience.

Enabling Integration Procedures within Agentforce enhances agent productivity and simplifies service workflows by bringing powerful automation tools directly into the agent workspace.

Integration Procedures that are configured with Agentforce offer these benefits:

• Reusability: Leverage existing Integration Procedures without additional development.

• Real-time data access: Retrieve information instantly from multiple systems to support faster service delivery.

• Process automation: Automate routine tasks and integrate with flows, decisioning, and AI tools.

• Streamlined workflows: Centralize logic and data interactions in one environment to reduce system complexity.

Points to consider while working with Integration Procedures that are configured with Agentforce:

• Execution of user-created vs. Standard Integration Procedure - When you create an Integration Procedure version from a standard Integration Procedure version, Agentforce prioritizes the user-created Integration Procedure during execution. This means that even if both the standard and user-created Integration Procedure versions exist and are active, Agentforce always invokes the user-created Integration Procedure.

  For example: When you create a user-created Integration Procedure (V2) from an existing standard version (V1) and activate V2 while V1 remains active, V2 is invoked at runtime. This occurs even though both versions are active, as the agent runtime always gives precedence to the user-created version.

• Behavior on Salesforce Flow: On Flow, both the user-created and standard versions of an Integration Procedure are listed as available actions. However, regardless of which version you choose, Flow always runs the user-created version because it has higher priority.

  For example: Both StandardAction and UserCreatedAction versions of an Integration Procedure appear as available in Flow. Even if you select StandardAction while building a flow, the UserCreatedAction version is invoked at runtime, as it takes precedence.

• Apex class changes on Flow: When you update the input or output configuration of an Integration Procedure, the related Apex classes are automatically updated.

  

  Note

  On Flow, these changes might not take effect instantly when using Integration Procedure as an invocable action, because Flow may cache older versions.

• Integrate Integration Procedures with Agentforce
  To make Integration Procedures available as a new action type within Agent Actions, start by selecting the desired Integration Procedure. Define its input and output data in JSON format, then verify the data. This process automatically converts the Integration Procedure Data JSON into a format compatible with Agentforce. Then, create an Agent Action, configure the Agent and Subagent, and activate the embedded Integration Procedure within Agentforce. After it’s set up, the Integration Procedure can be triggered during agent-customer interactions to drive real-time automation and data access.