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Agentforce for Guided Shopping for B2B & D2C Commerce Setup

Publish Date: Oct 3, 2025
Description

In this article, we walk you through the steps to set up Agentforce for Guided Shopping in your B2B and D2C Commerce stores. The Guided Shopping Agent seamlessly blends the best of in-store and online experiences—powered by generative AI and advanced language models—to help customers discover new products, view past orders, reorder with ease, and check order status in real time. To make setup even easier, we’ve included embedded step-by-step video tutorials below so you can follow along.

 

In addition, the capabilities of the Guided Shopping Agent (Topics) include:

  1. Commerce Product Search Assistant: Guide shoppers to products with suggested categories for broad search, suggested products, and category suggestions for zero results.
  2. Commerce Order: Look up order status and items from an order number or recent orders list; quickly replenish items with reorder actions to clone past orders.
  3. Commerce Effective Accounts: Easily switch your Effective Accounts from a list of your accounts.
  4. Commerce Global Instructions: Define system-level instructions and define values (i.e. WebstoreId), to guide actions within the planner.
  5. Commerce User Verification: Ensure Security and Privacy with User Verification for Agents.
Resolution

 Guided Shopping for B2B & D2C Commerce Setup Guide

 

To start:

 

Step 1: Create and Activate a B2B/D2C Agent 

This video provides a step-by-step walkthrough on creating and activating a B2B and D2C agent in Commerce Cloud. It demonstrates how to set up a guided shopping experience, configure agent instructions, and activate the agent to support customer interactions. The session is designed to help teams understand how Agentforce can be leveraged to drive sales, streamline the shopping journey, and improve overall customer satisfaction within Commerce Cloud.

 

 

Step 2: Enable Permissions, Create Routing Configurations, and Queues

This video provides a step-by-step overview of enabling agent permissions and creating routing configurations and queues in Commerce Cloud. It demonstrates how to grant agents appropriate access to customer information while maintaining security and compliance, and how to configure routing and queues to ensure efficient handling of customer interactions. The session is designed to help teams optimize service operations, improve response times, and enhance overall customer support effectiveness within Commerce Cloud.

 

 

Step 3: Create Omni-Channel Flow and Messaging Channel 

This video provides a step-by-step guide on creating an omni-channel flow and messaging channel for your Commerce Cloud store. It covers how to set up the flow in Flow Builder and configure the messaging channel with Agentforce to ensure customer inquiries are routed to the appropriate support agents. By following this process, teams can improve response times, streamline support operations, and enhance overall customer satisfaction, enabling a more efficient and effective service experience across channels.

 

 

Step 4: Create Service Deployment and Enable Agent on Store

This video provides a comprehensive walkthrough on creating a service deployment and enabling messaging for your store in Salesforce Commerce Cloud. It demonstrates how to add a live messaging feature to your storefront, allowing teams to provide instant support, address product inquiries in real time, and guide customers effectively through their purchase journey. The session is designed to equip internal teams with the knowledge to implement and manage messaging capabilities, enhancing customer engagement and improving overall service efficiency.

 

 

Step 5: Demo Guided Shopping Agent B2B/D2C Store

This video provides an overview of how to use Commerce Cloud’s guided agents to accelerate the customer journey through a conversational shopping experience. It demonstrates how to leverage Einstein Generative capabilities to deliver personalized, efficient, and interactive guidance, helping customers find the products they need more quickly. The session is designed for internal training purposes to equip teams with the knowledge to configure, manage, and optimize guided agents, ultimately enhancing customer satisfaction and driving business outcomes.

 

Knowledge Article Number

005224424

 
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Salesforce Help | Article