Create an Agentforce Service Agent for Customer Outreach in the New Agentforce Builder
Create an additional agent that rebooks service appointments, coordinates asset maintenance appointments, and sends customers reminders about their upcoming appointments.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, Performance, Unlimited, and Developer Editions with Field Service and Foundations. Also available with Einstein 1 Field Service Edition or Agentforce 1 Field Service Edition. |
| User Permissions Needed | |
|---|---|
| To build and manage Service Agents: | Manage Agentforce Service Agents AND Manage AI Agents OR Customize Application |
Important Customer Outreach requires a separate agent from the Customer-Initiated
Scheduling agent.
Note If you’ve used Salesforce Go to set up your agent, all of these steps are already
completed and you can skip to Routing Your
Agent. If you’re building this agent manually, follow these steps.
- From the App Launcher, enter Agent, and then select the Agentforce Studio app.
- On the Agents tab, click New Agent.
- Select the Field Service Customer Outreach Scheduling template.
- Under Agent Details, select or create an Agent’s User Record for this agent. To securely access data and perform actions, Service agents operate as an agent user, or a Salesforce integration user with all the permissions that the agent needs to do its job.
- Enter the agent’s name and then click Let’s Go.
-
Review your agent in Agentforce Builder.
- In the Settings section, define the settings that determine how your agent behaves in conversations, such as system messages and language settings.
- In the Subagents section, manage and customize your agent’s subagents and actions.
- In the Data section, select a data library. The Answer Questions with Knowledge action grounds your agent’s responses with it. To create or manage data libraries, see Setting Up Data Libraries.
- Click Preview to test your agent and confirm that it performs as expected and meets your security standards. You can simulate your agent’s behavior with mock data without risking any changes to your actual data or org. Use trace to dig into the steps the agent performed, and ask Agentforce to help you understand your agent’s behavior at any step. See Preview and Test in Agentforce Builder for more details.
- Connect your agent to service channels to transfer agent conversations. See Connect an Agent to Messaging for more information on deploying your agent to a Messaging channel.
- When you’re ready to use your agent outside of the builder, click Commit Version. You must commit an agent version before you can activate it. Committed versions can’t be edited. To continue making changes after committing, create a new version by clicking New Version. See Versioning and Editing Agents for more information.
- When you’re ready, activate your agent.
- Set up omni-channel flows to route conversations to the relevant agent and from the agent to an escalation queue, rep, or other destination you specify.
- Optionally, configure your agent to suit your needs.
- Monitor your agent.
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