Agentforce is a new, powerful tool from Salesforce that allows you to program an AI-powered agent to assist in Sales and Service. Agents can be programmed to perform a variety of interactions for Salesforce users or customers/prospects, depending on the agent type. Regardless of the type, providing clear and concise instructions is key to working with Agentforce.
Service and sales agents work differently in practice, but both have their niche in providing valuable support. The first step to defining what your agent will do, once the initial setup has been completed, is to go to the Agent Builder in Salesforce. The builder allows the user to declare what the parameters for the agent are. This can be accessed by going into setup, and selecting “Agents” under “Agent Studio”. From here, new agents can be built, and existing agents can be edited via the builder.
There is great flexibility in what the agent can do and say, but a thoughtful approach will be best in creating a successful agent. While there are a few moving parts such as assigning permissions and doing some base configuration, this blog will focus on some tips to keep in mind while setting up an agent
- Be direct and concise – The agent does not do well with high-level concepts or metaphors. Try to phrase instructions in as simple of terms as possible.
- Be thorough – It helps to break down a conversation into individual parts. For example, if it is not noted how the agent should end the conversation, the conversation may stay open-ended.
- Each topic should represent an individual conversation – Whether it is setting up an agent to train new sales team members, or setting up an agent to prepare for a sales call, each topic represents an individual pathway. This does not mean that individual agents need to be set up for each topic, as one agent can handle multiple topics and actions.
Tips 1 and 2 are rather straightforward, but tip 3 can be a little more complex. Take a general sales agent as an example. A single agent can be used to train, prep, provide feedback, and anything else a user can imagine. Each of these concepts would be an individual topic for the agent. The scope and description of the topic will provide the basic concept of what this agent will be doing, but the instructions are where the boundaries are put in. They provide the details of what the agent will do, and how you would like it to respond. The instructions themselves could be a single entry, or many, many more depending on how you frame the conversation.
With a little creativity and a thoughtful approach, the sky is the limit for setting up agents and working with Agentforce can become simple. For assistance in setting up Agentforce, contact us!