Set Up the Complaint Intake Employee Agent

Assign Admin Permissions

Configure Prerequisites for the Complaint Intake Employee Agent

1. Verify Data 360 Setup.
   1. From Setup, enter Data Cloud Setup in the Quick Find box, and select Data Cloud Setup.
   2. Click Get Started to enable Data Cloud.
2. Enable Einstein.
   1. From Setup, enter Einstein Setup in the Quick Find box, and select Einstein Setup.
   2. Turn on Einstein.
3. Enable Einstein Generative AI for Public Sector.
   1. From Setup, enter Public Sector Solutions Settings in the Quick Find box, and select Einstein Generative AI Settings.
   2. Turn on Einstein Generative AI for Public Sector.
4. Enable Einstein Trust Layer.
   1. From Setup, enter Einstein Trust in the Quick Find box, and select Einstein Trust Layer.
   2. Turn on Large Language Model Data Masking.
   3. Review the Data Masking and Safety & Security options and configure them based on your company's data governance requirements.
5. Enable Agentforce.
   1. From Setup, enter Agentforce in the Quick Find box, and select Agentforce Agents.
   2. Turn on Agentforce.
6. Enable Investigative Case Management Complaint Intake Settings.
   1. Complete the Investigative Case Management prerequisites.
   2. Complete the Investigative Case Management Complaint Intake prerequisites.
7. Add Fields to Record Page Layouts and the Public Complaint List View.
   1. Add the Resolution Priority field to the Public Complaint page layout.
   2. Add the Sequence Number field to the Assessment Question Assignment page layout.
   3. Add the Resolution Priority field to the Public Complaint list view.
      Complaint intake officers use this field to sort and select complaints by resolution priority.

Create the Complaint Intake Employee Agent

1. From Setup, enter Agent in the Quick Find box, and select Agentforce Agents.
2. Click New Agent.
3. Select Agentforce Employee Agent as the template, and click Next.
4. Click Added to remove the General FAQ subagent that's included by default, and click Next.
5. Fill in the agent details under Customize Your Agent.
   Name: Enter a name, such as Complaint Intake Employee Agent
   API Name: Enter an API name, or press Tab to fill the field based on the name.
   Description: Enter Assists intake staff with receiving complaints, classifying complaint types, determining urgency, routing to appropriate investigators, and creating complete case records. Supports compliance with intake protocols and expedites time-sensitive complaints.
   Role: Enter You are a public sector employee agent who helps staff accurately capture complaint details, classify complaint types, assess urgency and risk, and route cases to the right investigator or team according to agency protocols.
   Company: Enter relevant company information. Example: Your company is a state government agency responsible for health and human services.
6. Click Next.
7. Select Keep a record of conversations with enhanced event logs to review agent behavior.
   This setting adds customer messages to agent event logs, which capture all session activity to help you monitor and troubleshoot your agent.
8. Click Next.
9. Skip Select data sources (Optional).
10. Click Create.
    The agent opens in Agentforce Builder.
11. Add the Complaint Resolution and Complaint-to-Case Conversion subagents.
    1. Click New, and select Add from Asset Library.
    2. Search for and select Complaint Resolution and Complaint-to-Case Conversion subagents.
    3. Click Finish.
    You activate the agent after completing permission set assignments in a later step.
12. Customize the agent's system messages.
    1. From Setup, enter Agents in the Quick Find box, and select Agentforce Agents.
    2. Select the Complaint Intake Employee Agent.
    3. Under System Messages, add a welcome message.
       Example: Hello! I'm the Complaint Intake Employee Agent, an AI agent here to help you manage constituent complaints. Review and verify my outputs before making decisions.
    4. Verify that the error message is Something went wrong. Try again.
    5. Click Save.
13. Set up the Agentforce Data Library with your agency's complaint compliance documents.
    1. From Setup, enter Agentforce Data Library in the Quick Find box, and select Agentforce Data Library.
    2. Click New Library and select Files as the data type.
    3. Upload your agency's compliance documents to the library.
    4. Save and activate your library.
    5. Verify that your library status is Ready to confirm that indexing is complete.
14. Connect the data library to your agent.
    1. From Setup, enter Agent in the Quick Find box, and select Agentforce Agents.
    2. Select the Complaint Intake Employee Agent, and click Open in Builder.
    3. Select Data.
    4. Select a data library.
    5. Save your changes.
15. Create a permission set for agent access.
    1. From Setup, enter Permission Sets in the Quick Find box, and select Permission Sets.
    2. Click New.
    3. Enter a label, such as Complaint Intake Employee Agent Access.
    4. Press Tab to fill in an API name based on the label.
    5. Save the permission set.
    6. On the permission set page, click Agent Access.
    7. Click Edit.
    8. Select Complaint Intake Employee Agent and add it to Enabled Agents.
    9. Save your changes.
16. Assign the permission set to users.
    1. Go to the permission set page, and click Manage Assignments.
    2. Click Add Assignments.
    3. Select the users you want to give access to and click Assign.
    4. Select Done.
17. Activate your agent.
    1. From Setup, enter Agent in the Quick Find box, and select Agentforce Agents.
    2. Select the Complaint Intake Employee Agent, and click Open in Builder.
    3. Select Activate.
    4. If a warning message appears, click Ignore and Activate.