Enable Self-Service with Agentforce

Give your customers an AI boost to help them resolve their issues on your Experience Cloud site. Add an AI agent to your site and define when the agent can start context-aware conversations.

• Let Agentforce Service Agent Start Search-Based Conversations
  Let Agentforce Service Agent read users’ search queries in real time and initiate context-driven conversations to help users find what they are looking for faster.
• Let Agentforce Service Agent Start Data Category-Based Conversations (Beta)
  Help your users find what they're looking for faster by setting up Agentforce Service Agent to read the data categories users select in real time and start conversations based on the information.
• Reduce Tab Switching in Agentforce Service Agent on Experience Cloud Sites
  Use your deployed Agentforce Service agent within an Experience Cloud site to keep conversations and relevant content in one place for site visitors. This script prevents links the agent provides in its responses from opening new browser tabs, keeping you in the same conversation window and reducing navigation so you can find solutions faster. This procedure focuses on configuring the Experience Cloud site to optimize the agent's behavior for a single-tab experience.
• Add an Agentforce Service Agent to Your Experience Cloud Site
  Quickly configure and launch a fully functional Self-Service support portal with Enhanced Chat, agent routing, and built-in authentication, all without custom development. This solution provides out-of-the-box chat and agent routing, simplifying and accelerating your Self-Service portal deployment.
• Give Users Instant Context with Highlight-to-Ask
  With Highlight-to-Ask, Experience Cloud site users can highlight text in a knowledge article and ask the Agentforce Service agent a question based on the context. This functionality is an alternative to the Enhanced Chat component on your Experience Cloud site.
• Context Passing Framework (Beta)
  With the Context Passing Framework, Agentforce can track and leverage your journey across a site, providing a seamless, personalized experience.The Context Passing Framework is an independent feature that tracks user interactions, such as article page loads, search queries, topic clicks on Aura sites, or NDC clicks on LWR sites. It provides seamless context to Agentforce Service Agents (ASA) for context-aware responses in Enhanced Chat and Quick Chat sessions.
• Personalization for Self-Service
  Ground every self-Service interaction in a unified view of customer data to reduce effort and provide relevant context. Self-Service success depends on minimizing the time customers spend clarifying intent or restating information. Personalization for Self-Service uses the Unified Customer Profile in Data 360 to provide a context framework. This framework combines profile data, historical activity, and derived insights.