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            Create an Agentforce Service Agent for Customer Outreach

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            Create an Agentforce Service Agent for Customer Outreach

            Create an additional agent that rebooks service appointments and coordinates asset maintenance appointments.

            Required Editions

            Available in: Lightning Experience
            Available in: Enterprise, Performance, Unlimited, and Developer Editions with Field Service and Foundations, or 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
            Important Customer Outreach requires a separate agent to the Customer-Initiated Scheduling agent.
            Note
            Note Although the Scheduling Agent and Agentforce Service Agent are available in the new Agentforce Studio, we still recommend building new agents in the legacy Agentforce Builder as described in this section. If you choose to use Agentforce Service Agent in Agentforce Studio, you need to add the Appointment Management for Field Service subagent to it.

            If you’ve used Salesforce Go to create the agent, skip to step 4.

            1. From Setup, in the Quick Find box, enter Agents, and then select Agentforce Agents.
            2. Click New Agent.
            3. In the step for selecting an agent, select one of these templates: Scheduling or Agentforce Service Agent.
              Optional templates for Autonomous Scheduling
              If you want to use the Create with Gen AI option, make sure these subagents are included: Appointment Management for Field Service, Escalation, and General FAQ.
            4. In the step for selecting your subagents, remove the Customer Verification subagent. In Customer Outreach there’s no need to verify the customer’s identity, so we want to make sure to remove all the elements that cause this to happen.
            5. In the step for customizing your agent, pay attention to the Agent User that’s selected. When you’re finished creating the agent, you must give this user the required permissions. ​
              ​To securely access data and perform actions, Service agents operate as an agent user–a Salesforce integration user with all the permissions that the agent needs to do its job. Creating a new agent user in the guided setup creates an agent user record with minimal access so that your agent is secure by default. Grant the agent the additional access that it needs. See Best Practices for Agent User Permissions.
            6. You can skip the step for selecting data sources. Optionally, select a data source to ground your agent responses with the Answer Questions with Knowledge action. Then click Create.
              If you don't want to use any of the available data sources, you can create a library to limit Agentforce Service agents to specific articles or uploaded fields. See Assign a Data Library to Your Agent.
            7. Define your agent's settings, such as system messages and language settings. These settings determine how agents behave and present themselves in conversations.
            8. After creating the agent, open your agent in Agentforce Agents and modify these settings.
              1. Under System Messages, delete the welcome message. In Customer Outreach, you approach the customer with a predefined message, so the default welcome message isn't required.
                Empty Welcome Message in the agent's settings
              2. Under Connections, turn off adaptive response formats.
                Connections tab in the agent's settings
            9. Remove the filter that enforces customer verification:
              1. Open the agent in Agent Builder.
              2. Open the Appointment Management for Field Service subagent.
              3. Click the filter icon.
              4. Remove the Verified Customer filter and save your changes.
                Subagent filters
            10. Create and assign permissions.
            11. Set up your messaging channel. The default messaging channel is SMS. To use a different channel, see the Messaging Channels for Customer Outreach section in Configure Autonomous Scheduling.
            12. Activate your agent
            13. 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.
            14. Optionally, configure your agent to suit your needs.
            15. Test your agent in Agentforce Builder to confirm that your agent performs as expected and meets your security standards.
              The service agent operates in the same Agent User context here as it does when deployed in messaging channels, so design-time testing reflects how your service agent behaves when deployed.
            16. Monitor your agent.

            See Also

             
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