Agentforce FAQ: Salesforce Agentforce Service Agent (ASA) Frequently Asked Questions

Q: What’s Agentforce Service Agent (ASA)?
A: Agentforce Service Agent is a type of Agentforce agent that intelligently supports your customers by processing incoming cases and autonomously resolving common inquiries. Complex or sensitive support requests, meanwhile, are conversationally escalated to live service representatives, creating a seamless customer experience and allowing your service team to focus on strategic, high-value work.
Salesforce Help: Agentforce Service Agent

Q: What licenses do I need to set up Agentforce Service Agent (ASA)?

A: Service Cloud: Salesforce Help: Agentforce Service Agent

Data Cloud is required for the Einstein Trust Layer audit trail and Retrieval Augmented Generation (RAG). You can access the full suite of Data Cloud features through Data Cloud, or you can access a limited set of Data Cloud features through Salesforce Foundations.

To deploy your agent to an Experience Cloud site with Messaging for In-App and Web, additional licenses are be required. See Salesforce Help: Supported Editions for Messaging.

Q: How do I enable Agentforce Service Agent (ASA)?

1) Set Up Einstein Generative AI.
2) Enable the default Agentforce agent.
3) Set Up a Service Agent.

Q: How do I get an org and create my first Agentforce Service Agent (ASA)?

To get hands-on practice, see Trailhead: Quick Start: Build Your First Agent with Agentforce.
To get started in your org, see Salesforce Help: Set Up a Service Agent.

Q: Where can I learn more about Agentforce Service Agent (ASA)?

To learn more about Agentforce Service Agent, see Salesforce Help: Agentforce Service Agent.
To learn more about Agentforce, including other Agentforce agents, see Salesforce Help: Agentforce Agents.

Q: What are the billing considerations for Agentforce Service Agent (ASA)?

Q: What are the parts, components, or building blocks of an agent?

Q: How do I connect my Agentforce Service Agent (ASA) to a channel?