Loading
Salesforce now sends email only from verified domains. Read More
Build AI Solutions for Service
Table of Contents
Filter by (0)Add
Select Filters

          No results
          No results
          Here are some search tips

          Check the spelling of your keywords.
          Use more general search terms.
          Select fewer filters to broaden your search.

            Search all of Salesforce Help
            Search all of Salesforce Help
            Build Agentforce Actions

            You are here:

            1. Salesforce Help
            2. Docs
            3. AI Solutions for Service

            Build Agentforce Actions

            Create flows or Apex actions that the Agentforce Service agent uses to resolve customer issues and update the fulfillment status of service campaigns.

            Required Editions

            Available in: Salesforce Classic and Lightning Experience
            Available in: Available in Enterprise, Performance, Unlimited, and Developer Editions with Foundations or Agentforce 1 Editions. Access to some standard agent actions requires additional add-on licenses.
            Available in: LWR and Aura
            User Permissions Needed
            To build and manage Service Agents: Manage Agentforce Service Agents AND Manage AI Agents OR Customize Application
            To write, edit, or deploy Apex code To create and EDIT Apex classes and Triggers. Author Apex

            Make sure you’ve turned on Agentforce Service agent in Setup. For more information, see Agentforce Service Agent.

            Actions define the skills of your agent. To complete the fulfillment process, you build custom actions that perform tasks like resetting a device or checking order status. To track the progress of these interactions accurately, include the out-of-the-box Update Service Campaign Member Progress invocable action at the end of your fulfillment logic. This action updates the proactive dashboard to show the campaign status for the end user.

            1. From Setup, in the Quick Find box, enter Flows and select Flows.
            2. Click New Flow and select Autolaunched Flow (No Trigger).
            3. Build your custom fulfillment logic, such as querying an Event DMO or updating a record, using the serviceCampaignId and serviceCampaignMemberId context variables.
            4. Add a New Action element to the end of your flow canvas and search for Update Service Campaign Member Progress.
            5. Map the serviceCampaignId and the contactId to the action parameters.
              To find the correct contactId, read the value from the Service Campaign Member record associated with your session.
            6. Save your flow and enter a unique name.
            7. Click Activate.
            8. From Setup, in the Quick Find box, enter Agents and select Agentforce.
            9. Select your agent, select Actions, and then select Add Action to link your new flow to the agent library.
            10. Save your changes to make sure the agent can run the new fulfillment skill.
             
            Loading
            Salesforce Help | Article