Set Up the Field Service Dispatching Agent

Create an Agent from an Employee Agent Template

1. From the App Launcher, enter Agent, and then select the Agentforce Studio app.
2. On the Agents tab, click New Agent.
3. Select the Field Service Dispatching agent template.
4. Enter the agent’s name and then click Let’s Go.
5. Review your agent in Agentforce Builder.
   1. In the Settings section, define the settings that determine how your agent behaves in conversations, such as system messages and language settings.
   2. In the Subagents section, manage and customize your agent’s subagents and actions.
   3. 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.
6. Test your agent and confirm that it performs as expected and meets your security standards on the Preview tab. For more details about testing, see Preview and Test in Agentforce Builder.
7. You can also connect your agent to Enhanced Web Chat v1, Enhanced Chat v2, or Slack.
8. When you’re ready, commit and activate your agent.
9. Instruct your dispatchers to ask Agentforce to create a scheduling summary and create filters based on the categories given in the summary. Agentforce can also create filters based on other search criteria.

Manage Employee Agent Access

Control user access to specific Agentforce Employee agents with permission sets or profiles.

1. Give users access to an Agentforce Employee agent created in the new Agentforce Builder.
   1. In Setup, find and select Permission Sets or Profiles.
   2. Select a permission set or profile.
   3. Edit the Enabled Agent Access settings.
   4. Select the Agentforce Employee agents that you want to give users access to and then click Save.
2. Give users access to the Field Service features.
   1. In Setup, find and select Permission Sets.
   2. Open the Einstein Field Service User permission set.
   3. Click Manage Assignments and then click Add Assignments.
   4. Assign the permission set to the relevant admins and dispatchers.