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Prepare Your Org for a Buyer Engagement Agent
To get started, confirm the prerequisites and turn on the Buyer Engagement template. The Buyer Engagement template includes the settings and features that are required for the agent to interact with customers through marketing channels. Then assign user permissions, configure the agent’s user record, and complete the remaining tasks to set up your org.
Required Editions
| User Permissions Needed | |
|---|---|
| To configure and customize the Salesforce org: | System Administrator profile AND Data Cloud Architect AND Marketing Cloud Admin permission sets |
| To configure most settings in Marketing Cloud Next: | Marketing Cloud Admin permission set |
| To configure required settings in Data 360: | Data Cloud Architect permission set |
| To manage and configure the Buyer Engagement agent: | Manage Customer Engagement Agent permission set |
Confirm the Prerequisites
Before you deploy the Buyer Engagement agent, certain foundational configurations must be in place. These prerequisites ensure that the agent has the necessary information to operate effectively.
| Requirement | Details | REsources |
|---|---|---|
| Agentforce | Turn on Agentforce. Agentforce is required for all agentic capabilities. | Enable Agentforce |
| Authenticated Domain | Authenticate at least one sending domain for the agent to send emails. | Set Up and Authenticate a Sending Domain |
| Marketing Cloud Next Enablement and Data Setup | Complete the steps on the Basic Settings page of Marketing Cloud Next setup, including enabling Marketing Cloud Next, deploying the marketing and sales data kits, and configuring identity resolution for the Individual object. | Getting Started with Marketing Cloud Next |
| Agentforce Contact Center Digital | Confirm that you have the Agentforce Contact Center Digital add-on, including Service Cloud: Live Message and Omni-Channel. The Agentforce Contact Center provides enhanced chat and Omni-Channel capabilities that support the agent's messaging session routing and handoff infrastructure. If you aren't sure whether you have this add-on, contact your account executive. | Agentforce Contact Center |
Turn on the Buyer Engagement Template
After you confirm that you have the necessary foundational configurations and permissions, turn on the Buyer Engagement agent template in Salesforce Go.
- From Salesforce Go, on the Agentforce for Marketers tile, click Set Up or Keep Going.
- If you haven’t already, turn on Agentforce.
- Expand the Buyer Engagement section.
- Turn on Buyer Engagement.
After you turn on the template, Agentforce automatically grants access to necessary assets and tools, and turns on other supporting features.
- Automated Actions—Allows automatic assignment of prospects to the agent based on changes to record fields
- Email Productivity—Enables your agent to schedule meetings on behalf of sales reps
- Digital Experiences—Enables your agent to interact with customers through your website
- Omni-Channel—Enables your agent to manage and respond to customer conversations. It also allows for agent monitoring
- Routing Configuration and Queue—Creates a default routing configuration and a default queue, and assigns the routing configuration to the queue
- Agent Manager Access—Assigns you the necessary permissions to configure the agent and grant user access to the agent
Finish Setting Up Your Org
Next, manage user settings, turn on Enhanced Omni-Channel, configure the communication channels that your agent uses to interact with customers, and configure a data library. If you previously completed any of these tasks, update your settings as needed or continue to the next step.
| Setup task | details | resources |
|---|---|---|
| Pay Per Lead Worked | Decide whether to use a set number of flex credits for each lead that your agent takes action on in a 30-day period. If you don’t turn on this option, credit usage is based on the number of individual agent actions, plus data usage. Paying per lead is usually more cost-effective, but the total cost depends on how you set up and use your agents. | Billing Considerations for Buyer Engagement |
| Manage Access for Managers and Users | Give users and admins need specific permissions to configure and work with a Buyer Engagement agent.
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Manage Permission Set Assignments |
| Manage the Agent’s User Record | Relate the agent to a user record, so the agent can operate as a user in your org. You can create a user record or use an existing user record. | N/A |
| Turn on Enhanced Omni-Channel | Unlock advanced Omni-Channel features and capabilities. If your org already uses Enhanced Omni-Channel, you can skip this step. | Upgrade Standard Omni-Channel to Enhanced |
| Configure Email | Complete the remaining requirements to send promotional emails to customers. You previously authenticated at least one email domain as a requirement for turning on Buyer Engagement.
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| Configure Web Tracking | To allow your agent to chat with visitors to your customer-facing website, set up external activity tracking. Activity tracking gives the agent access to site visitor information that it requires to conduct conversations and nurture leads.
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Track Activity on External Sites |
| Configure a Data Library | Data libraries contain grounding files that give the agent specific information about your business, products, and services. The agent uses these documents to generate high-quality introductory emails and answers to customer questions. | Create a Data Library |
