Creating a Help Agent in Minutes with Quick Service Agent Configuration

Launch the Help Agent Salesforce Go Page

To create a Help Agent quickly, use the Salesforce Go page.

1. From Setup, in the Quick Find box, enter Salesforce Go, and then click Salesforce Go.
2. In the Search box, enter Help Agent, and then click Help Agent.
   The Help Agent Salesforce Go page appears.

   
3. Click Get Started.

Turn On Help Agent

In the Help Agent Salesforce Go page, turn on Help Agent.

In the Turn On Help Agent section, click Turn On. This process completes the listed tasks and turns on the Agentforce Orchestrator.

Build the Help Agent and Add It to Channels

Note If you build an agent, but quit the setup before deploying the agent to any channels, you can return to Setup to deploy the agent to a channel. If the agent is activated, to edit the agent, deactivate it first.

1. In the Help Agent Salesforce Go page, scroll down to the Complete the Required Steps section.
2. In the Build a Help Agent step, click Go.
   Agentforce Studio opens.

   
3. Click Get Started.
4. In the Meet Your Agent page, enter the agent details.

   If you add multiple agents, provide them with unique names. In the Agent Welcome Greeting field, include a message notifying customers that they're chatting with a virtual agent.

   

   In Salesforce, trust and security are paramount. When you create a Help Agent, Salesforce automatically creates a dedicated agent user just for that agent. The agent operates as this user, so it respects your org's sharing model and can only view or interact with the Salesforce data that the dedicated user is authorized to access. The agent user is created and applied to the agent for you behind the scenes—there's nothing to configure for it in the guided setup. To review or adjust its access later, manage it like any other user in Setup under Users.

5. Click Continue.
   The Give Your Agent Context page appears.

   
6. In the Give Your Agent Context screen, you can optionally add public-facing knowledge sources, such as FAQs or troubleshooting guides, to ground the agent's responses. You can choose only one of the following types of knowledge sources.
   1. To use your existing knowledge base available in Salesforce, select Salesforce Knowledge.

      If you already have Salesforce Knowledge enabled with published articles, you'll see your existing data categories listed. Any articles without a data category appear under an Uncategorized area.

      If Knowledge isn't already set up, this option isn't available. To set it up, click Set Up Knowledge and select the data category groups.

   2. To add knowledge from files, select Create a Data Library or Use Existing Data Library. To create a data library, upload the files. To use an existing data library, select the library.

      Uploading documents doesn't publish them to your public website. It strictly grounds the AI agent. However, because the agent uses this data to generate answers for your customers, upload public-facing information only. Never upload internal compliance documents, sensitive architecture diagrams, or files containing personally identifiable information.

      

      Tip To make changes to previously uploaded files, upload the latest files.
   3. To add knowledge available in a website's webpage, select Website Sync, enter the page URL, and then click Start Fetch.

      The Help Agent is grounded in information available in the specified web page only. For example, it's not grounded on other web pages in the website. If needed, you can enter multiple page URLs. If a page is updated with new information, to enable the agent with the latest information, start the crawl again.

7. Click Continue.
   The agent is now activated. Salesforce creates an Agentforce data library for each knowledge source that you added. Agentforce data libraries enhance the accuracy of AI features by connecting them to your trusted data sources. To enable the agent to efficiently retrieve content from the libraries, we index them.
   

   Tip We recommend that you preview the agent after adding the channels and allow sufficient time for the agent to completely index the knowledge sources. Indexing doesn't begin until after the content is ingested. You can start previewing the agent with one or two data categories.
8. In the Add to Channels screen, add your agent to channels.
9. To add web chat to your website, in the Web Chat box:
   1. Click Copy Code.

      Salesforce automatically generates an asynchronous JavaScript code snippet for your site and new agent. Before copying it, enter the domain where you'll deploy the agent. The generated JavaScript runs only on that domain. If someone uses your snippet on an unauthorized domain, the agent won't activate. This protects your agent and your customers' data.

   2. Enter the website domain where you want to offer the chat. For example, enter www.example.com.
   3. To add the code snippet to your website, in the Add Web Chat to Your Site dialog, follow the on-screen instructions, and then click Done.
      

      

      Tip The code snippet doesn't work in authenticated websites or sites with client-side rendering.
   4. To allow unauthenticated guest users to access cases in the web chat, grant the guest user API and Case Read access.

      To grant API access to guest users, in Setup, go to All Sites. In the All Sites list, click Workspaces for the embedded service deployment (ESD) site associated with your main site. Click Administration | Preferences, select Allow guest users to access public APIs, and then click Save.

      

      To grant Read access on Case to guest users, in Setup, go to All Sites. In the All Sites list, click Workspaces for the embedded service deployment (ESD) site associated with your main site, and then click Builder. Click Settings | General, and then select the Embedded Service deployment profile. Edit the profile, click Object Settings, click and edit the Cases object, under Object Permissions, enable Read access, and then click Save.

   

   Tip You can't use Quick Service Agent Configuration to add the Help Agent to other types of Messaging channels. To manually add the agent to one of those channels, after you create the Help Agent, see Connect an Agent to Messaging. Complete all steps except creating an agent.
10. To create an AI-driven help portal, in the Help Portal box:
    1. Click Manage.
    2. Enter a name for this site, and optionally upload a logo.
    3. Click Create and Deploy.

       If you don't have an existing help site—or want a purpose-built AI-first experience—you can deploy to a help portal directly from the Quick Service Agent Configuration flow. This portal is an Agentforce Customer Service Portal. Clicking this option gives you a sample portal with a prompt bar and conversation interface to get started quickly. It is a starter portal—not a fully customized, production-ready site. Think of it as your foundation. You can extend it later through Experience Builder to add suggested themes, personalizations, branded components, and multiple workflow-driven agents. Building a full-featured portal is a more complex topic covered in separate documentation in the Resource section below.

    

    Tip When you open your help portal link to preview or test it, open it in an incognito (private) browser window. The Help Agent portal is currently enabled for guest users only. An incognito window lets you experience the portal exactly as an unauthenticated customer would, without your own Salesforce login session interfering. If you open the link in a regular window where you're already signed in to Salesforce, it won't accurately represent the guest user experience.
11. To add the agent to a Salesforce Voice (Native Telephony) channel, in the Voice box:
    1. Click Manage.
       

       Note This option requires a Voice license.
    2. Scroll down.
    3. In the Call Handling field, select a phone number for your Voice channel.
       

       Tip To use a phone number that's not in the list, click New Number. You can select a number from a supported country. Follow the prompts to get a new number.
    4. Click Create Channel and Attach Agent.
    

    Tip You can't use Quick Service Agent Configuration to add the Help Agent to a Partner Telephony Voice channel. To manually add an existing Help Agent to one of those channels, see Connect a Service Agent to Partner Telephony. Complete all steps except creating an agent.
12. Click Continue.
    The Take Your Agent for a Spin! page opens.

    

Test Your Help Agent

The Help Agent guided setup includes a built-in testing environment so you can validate your agent's behavior before it ever interacts with a real customer. You can test how well your agent learned the material you grounded it on before it goes live.

1. In the Preview Agent section, start a conversation with your agent.
   
2. Pretend to be a customer and ask the agent questions based on the knowledge you grounded it on. The agent provides you with the specific sources of knowledge for its responses.

   You can test the agent's boundaries. Ask it a question that isn't covered in the grounded knowledge. A well-grounded agent should politely decline to answer or offer to route you to a service rep, rather than hallucinating or making up an answer. If the agent isn't answering correctly, select the Back button to adjust your knowledge.

   If the agent can't find a good answer, verify its ability to create and escalate a case right from the preview screen.

   Remember that if you're testing your live help portal (rather than the built-in preview), you'll want to open the portal link in an Incognito window so you're testing as a guest user.

3. When you're happy with your agent's responses, select Continue. The guided setup takes you to a screen where you confirm activation. There's no separate activate button. This final screen is also your testing hub. From here, you can go back and test any of your agent's configured functionalities and channels before sharing it with customers.

You can deactivate your agent anytime from the Agentforce Builder or Manage Agents section on the Help Agent page in Salesforce Go.

Congratulations! Your Agentforce Help Agent is live and answering customer questions around the clock.

Considerations for the Help Agent