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Set Up the Claims Service Employee Assistance Agent

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Set Up the Claims Service Employee Assistance Agent

Use the Claims Service Employee Assistance template to create and configure an agent that helps your customer service representatives (CSRs) file insurance claims conversationally.

Required Editions

Available in: Lightning Experience
Available in: Enterprise, Performance, Unlimited, and Developer Editions with Agentforce Financial Services and Agentforce for Financial Services add-on, or included in Agentforce 1 Financial Services Edition.
  1. Set up Einstein generative AI to get access to generative AI features.
  2. Turn on Agentforce.
  3. Enable the Claims Service Employee Assistance template.
    1. From Setup, use the Quick Find box to find and select Claims Service Assistance.
    2. Turn on Claims Service Employee Assistance.
  4. Assign these permission sets to admins who set up the Claims Service Employee Assistance agent.
    • FSC Insurance
    • Prompt Template Manager
  5. Assign these permission sets to CSRs who interact with the Claims Service Employee Assistance agent.
    • FSC Insurance
    • Prompt Template User
  6. In the profile for CSRs, turn on the Run Flows general user permission.
  7. Optional: Customize the Claim Participant object and the built-in Create Claim Participant flow to store the participant's name.
    1. Create a custom text field on the Claim Participant object to store a participant's name (for example, Participant_Name__c). See Create a Custom Field.
    2. Update the Create Claim Participant reference flow to map the text in the name input variable to your custom text field.
  8. In Agentforce Studio, create an agent from the Claims Service Employee Assistance template. See Create an Agent from an Employee Agent Template.
  9. Give users access to the Claims Service Employee Assistance agent. See Manage Employee Agent Access.
 
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