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Associate an Agent Action with a Service Process
Enable an Agentforce agent to automatically create service processes and associated cases when users interact with the agent to request services through their portal chat window. Add an existing agent action, or create an action and associate it with the service process.
Required Editions
| View supported product editions. |
Create a service process and deactivate it before adding an agent action to it.
To associate an agent action:
- In the Service Process Designer, open the service process that you want to add an agent action to.
- Configure the service process by filling in the required information on each tab in the left pane. Use the Next button to follow the guided steps until you arrive at the Agent Action tab.
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To add an existing agent action:
- On the Agent Action tab, click Add Existing Agent Action.
- On the Select an Agent Action page, search and select an agent action.
- Click Continue.
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To create an agent action:
- On the Agent Action tab, click New Agent Action.
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Enter a name and the description for the new agent and confirm.
A system-generated flow is created in a draft status. The agent action uses this flow to facilitate the submission of a service process.
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To review the auto-generated flow and its invocable action, click Open in Flow
Builder. If needed, update the variables that were defined in the associated
source service process. You can also add custom variables to the flow.
Note To make sure your flow executes smoothly, don't change variable names (API name) in the flow. - Activate the flow.
- On the Service Process Designer page, click Create Agent Action.
- To review the agent action details, click Open in Agent Studio and modify the action related instructions as needed.
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Save the service process, activate the agent action, and then activate the service
process.
Note When an autolaunched flow is automatically generated in a Draft status, by default, any currency or percentage variables in this flow will have their scale value set to 0. You can modify the value of these variables to suit your business requirements and activate the autolaunched flow. Then, navigate to the service process designer and click Create Agent Action to complete the process.
- To add the agent action to an Agentforce agent, from the App Launcher, search for and select Agentforce Agents.
- Select the agent you want to add the agent action to and click Open in Agent Builder.
- If your agent is active, deactivate it.
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From the sidebar, select Subagents.
- To add agent action to a new subagent, add details for the new subagent and associate the newly created agent action.
- To add agent action to an existing subagent, from the subagent’s Actions tab, use the asset library to find and add the new agent action.
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Click Save.
When a user enters a service request in their portal’s chat window, the agent creates a service proccess and an associated case or incident that's based on the service process configuration.
- Service Process Agent Action Considerations and Limitations
Limitations are boundaries beyond which features are unavailable, performance is throttled, or usage billing charges are applied. Work with your account executive to find a solution that meets your goals.
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