Agentforce Activation Workshop

Exercise Guide
Exercise Guide
Agentforce Activation Workshop

Log in to Your Org

Instructions:

● Log in to your org.

● Open an existing case in your org.

Task: Confirm Agentforce and Agents Are Enabled in Your Org

1. Ensure Einstein is enabled.

a. From the Setup menu, select Setup. The Setup page opens in a new tab.

b. In the Setup Quick Find, search for and select Einstein Setup.

c. Select the Turn on Einstein toggle, and make sure Einstein is On.

2. Ensure agents are enabled.

a. In the Setup Quick Find, search for and select Agents.

b. Select the Einstein Copilot for Salesforce toggle, and ensure it's set to On.

3. Enable Data Cloud.

a. From the Setup menu select Data Cloud Setup.

b. Select Get Started. This initiates the automated setup process. Depending on the
amount of data in your org, this may take 20 minutes or more to complete. It’s
complete when you can see your Tenant Endpoint displayed.

c. Notice that you can assign user permissions here to control who can access specific
Data Cloud features and data.

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Agentforce Activation Workshop

Exercise 1: Create, Configure, and Test a Service Agent

In this exercise, you’re going to create an Agentforce Service agent that can assist your customers
with support queries and escalating issues. Here are the tasks you’re going to complete:

1. Create a new Service Agent to deal with support queries and escalation.

2. Review the actions and guardrails associated with the Case Management and Escalation
topics.

3. Test the agent.

4. Activate the agent.

Instructions:

Task 1: Create a new Service Agent to deal with support queries and escalation.

1. From the Setup menu select Setup.

2. In the Setup Quick Find, search for and select Agents. Notice there is an out-of-the-box
agent, Einstein Copilot, already set up for you.

3. Select + New Agent.

Note: If the New Agent button isn't present, refresh the page until the button appears. If it
doesn’t appear after the refresh, you may need to request an Agentforce Service Agent
permission set license for your org. In the meantime, instead of creating a new agent, you
can amend the Einstein Copilot agent.

4. Select Agentforce Service Agent as the type.

5. Select Next.

6. Unselect the topics listed by selecting the Added button for each, so that Case
Management and Escalation are the two remaining topics.

7. Select Next.

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8. Define the settings of your new agent:

a. Name: My Service Agent

b. API Name: My_Service_Agent

c. Company: [Add a brief description of your company. Use the example below for
guidance.]
Coral Cloud Resorts provides customers with exceptional
destination activities, unforgettable experiences, and
reservation services, all backed by a commitment to top-notch
customer service.

d. Agent User: New Agent User

e. For now, leave Enrich event logs with conversation data unchecked.

f. Select Next.

g. Select Create.

Note: Agent users require the Agentforce Service Agent User, Agentforce Service
Agent Base Access, and Agentforce Service Agent Object Access
permission sets in order to function autonomously. To assign the required
permissions to the new agent user, edit the agent user like any other user.

Task 2: Review the actions and guardrails associated with the Escalation and General FAQ
topics.

1. With your new My Service Agent open in Agent Builder, go to the Topics workspace by
selecting the # in the vertical toolbar. Notice there are two topics assigned to your agent:
Case Management and Escalation.

2. Select the Escalation topic. Review the Classification Description, Scope, and Instruction.
These are used by the reasoning engine to determine where to direct the customer’s
request for processing. Notice the details are read-only. This is an out-of-the-box topic and
to make any amendments you must create a new version.

3. Select the ← beside Topic Details to return to the topic list.

4. Select the Case Management topic. Notice this topic also has the Classification
Description and Scope specified. However, it has more instructions, guiding the agent in
how to complete the customer’s request.

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5. Select the This Topic’s Actions subtab. Notice the action or actions required to complete
responses are listed here. Check you have only these actions: Get Record Details, Identify
Record by Name, and Summarize Record. If you don’t have these, the Agent won’t be able
to retrieve or summarize your cases. To add them:

a. Return to the Topic Configuration tab and select New Version to create a new
version of the topic.

b. Select the This Topic’s Actions subtab.

c. Select New and then Add from Asset Library.

d. Select the three missing actions from the Asset Library then Finish.

e. To remove any additional Case Management actions you don’t need, select the
menu beside the action and choose Remove from Topic.

f. Return to the Topic Configuration subtab.

g. Select Save.

Task 3: Test the agent.

1. With your new My Service Agent open in Agent Builder, select the Refresh icon in the
Conversation Preview pane.

2. Return to the Case tab and make a note of the Contact Name and Contact Email for the
case record you opened earlier.

3. Switch back to the Agent Builder tab. In the prompt box at the bottom of the Conversation
Preview type this question:

My name is [add an existing contact’s name]. Can you show me all the
cases I currently have open?

4. In the central pane, you can see how the agent’s reasoning engine reviews the customer
query (user prompt), selects the appropriate topic, and works out which instructions and
actions to follow.

5. The agent decides that the contact isn’t already known to them, so it asks them to provide
their email address. Add the email address when requested, and then press Enter to
continue.

6. The agent provides a summary of the contact’s current open cases and then asks if there’s
anything else they want to do with the cases.

7. In the prompt add: For my [reference the subject details of one of the cases here] case
please add a note that we are looking for some compensation.

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8. In the central pane, notice the agent has selected the Case Management topic, and then
reviews the associated instructions and actions to help it decide what to do. It then
successfully adds a comment to the correct case.

9. Check the comment has been added to the correct case.

a. Switch to your Case tab.

b. Locate and open the case you referenced in step 2 above.

c. Select the All Updates subtab. Notice there was a new comment added a few
minutes ago: “We are looking for some compensation.”

10. Return to the Agent Builder tab.

11. In the Conversation Preview prompt add: I would like to escalate my upgrade
request.

12. The agent switches to the Escalation topic and informs you that it is connecting you to a
service representative.

Task 4: Activate the agent and exit Agent Builder.

1. Once you’ve confirmed that the agent is performing as expected, select Activate above the
Conversation Preview to activate the agent.

2. Select ← in the Agent Builder header to exit Agent Builder and return to Setup.

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Exercise 2: Extend your agent to manage customer reviews with a custom topic and actions.

In this exercise you’ll create a topic and associated actions to manage customer reviews. If you
don’t already have a customer review object in your org, you can create one now.

1. (Optional) Create a Customer Review object.

2. Build a flow to create a customer review.

3. Build a custom action to create a customer review.

4. Create a new Review Management topic.

5. Add the new custom action to the Review Management topic and activate the agent.

6. Test your changes in the Conversation Preview.

Instructions

Task 1: (Optional) Create a Customer Review object.

(Complete this only if you don’t have an appropriate object to use in your org.)

1. In Setup, select the Object Manager tab.

2. Select Create and then Custom Object.

3. Configure the new object:

a. Label: Customer Review

b. Plural Label: Customer Reviews

c. Description: A review submitted by a contact.

d. Under Optional Features check Allow Reports, Allow Activities.

e. Under Search Status check Allow Search.

f. Select Launch New Custom Tab Wizard after saving this custom object.

g. Select Save.

h. Choose a tab style.

i. In the Description add Customer Review and then select Next.

j. Select Next again, then Save.

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4. Select the Fields & Relationships workspace and add fields to the object.

a. Add the Contact to the Record.

i. Select New.

ii. Select Master-Detail Relationship, then select Next.

iii. Related To: Contact

iv. Select Next.

v. Field Label: Contact

vi. Field Name: Contact

vii. Description: Contact providing the review

viii. Select Next three times, then Save.

b. Creating a rating field.

i. Select New.

ii. Select Number and then Next.

iii. Field Label: Rating

iv. Length: 1

v. Field Name: Rating

vi. Description: Enter a rating between 0 and 5, with 5 being

outstanding.

vii. Select Always require a value in this field in order to save a record and then
select Next.

viii. Select Next again, then Save.

c. Create a comment field.

i. Select New.

ii. Select Text Area (Long) and then select Next.

iii. Field Label: Comment

iv. Length: 10,000

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v. Field Name: Comment

vi. Description: Enter a comment about your review here.

vii. Select Next twice, then Save.

d. Go to one of your contact records and add two reviews in the Customer Reviews
section of the Related tab.

Task 2: Build a flow to create a customer review

In this task you create a flow that can be used by your service agent to create customer reviews.

1. Create the Flow.

a. In the Setup Quick Find, search for and select Flows.

b. Select New Flow.

c. Select Start From Scratch, then select Next.

d. Select Autolaunched Flow (No Trigger) and select Create.

e. Open the Resources panel by selecting the sidebar icon to the left of the Select
Elements button.

f. Using the New Resource button, create five variables. Each should have a Resource
Type of Variable. The remaining configuration details are shown below.

API Name Description Data Type Available Available

for Input for Output

contactId The Id of the contact Text

providing the review ☑ ロ
reviewName The name the customer Text
provided for the ☑ ロ
review.

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rating The rating provided by Number (Decimal

the contact. places: 0)
☑ ロ
comment The review comment Text
provided by the ☑ ロ
contact.

Id The id of the review Text

record that was ロ ☑
created.

g. Mouse over the circle after the Start element, select +, and select Create Records.

h. Configure the Create Records element as follows:

i. Label: Create Review Record

ii. API Name: [Keep default]

iii. Description: Create a review record including a Contact Id,

the rating, and a comment.

iv. How to set record field values: Manually

v. Object: Customer Review

vi. Set the Field Values for the Customer Review.

To add a new field select +Add Field.

1. Field: Contact Value: contactId

2. Field: Customer Review Name Value: reviewName

3. Field: Rating Value: rating

4. Field: Comment Value: comment

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vii. Check Manually assign variables; this will allow you to save the Id of the
created record in a chosen variable.

viii. Set the Variable field to Id.

Select Save, then add your flow details:

ix. Label: Create a Review

x. API Name: [leave as default]

xi. Description: Create a customer review.

i. Select Save and then Activate.

j. Select the back arrow in the Flow Builder header to exit the builder and return to
Setup.

Task 3: Build a custom action to create a customer review.

1. Refresh your Setup page.

2. In the Setup Quick Find, search for and select Agent Actions.
3. Select + New Agent Action.
4. Configure the action:

a. Reference Action Type: Flow

b. Reference Action: Create a Review
c. Agent Action Label: [Keep default]
d. Agent Action API Name: [Keep default]

5. Select Next.
6. Leave the default instructions in.
7. For each of the three inputs you want to collect from the user (comment, rating, and
reviewName) check Require Input and Collect data from user.
8. For the input contactId, select only Require input.
9. Check Show in conversation for the Id output.

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10. Select Finish.

Task 4: Create a Review Management topic

Actions are grouped under topics to provide additional guidance and guardrails for the LLM. In this
task, you’re going to create a new Customer Reviews topic with the appropriate classification,
scope, and instructions before adding the action you’ve just created to the topic.

1. From Setup, open Agents.

2. Select My Service Agent from the list of agents.

3. Select Open in Builder.

4. If you activated your agent earlier, select Deactivate.

5. From the toolbar on the left, select # to open the Topics workspace.

6. Select New and then New Topic.

7. Configure the topic:

a. Topic Label: Customer Review Management

b. Classification Description: This topic enables customers to create

reviews, provide feedback, and check back on reviews they have
created in the past.

c. Scope: The agent's job is to assist users in creating and

reviewing feedback about the products and services they have
received.

d. Instruction: When a user asks to provide feedback or to provide a

review, thank them for helping us to improve our business, then
use the Create a Review action.

8. Select Next.

Task 5: Add the new custom action to the Review Management topic and activate the agent.

1. From the list of Agent Actions, select the checkbox next to the Create a Review action you
just created.

2. Select the checkbox next to the Identify Record by Name action. If you don’t have this
action in your org, select Identify Contact by Email.

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3. Select Finish.

4. Select Activate to make this agent available to employees and guests.

Task 6: Test your changes in the Conversation Preview.

1. Select the Conversation Preview Refresh icon.

2. In the prompt box introduce yourself by name using a contact you already have on the
system, then add: I would like to provide some feedback.

3. The agent thanks you personally for helping improve the business, then requests the review
comment and rating.

4. In the prompt box add: I'd like to give a rating of 5 stars for the
amazing service I received from the team last week when rearranging
my delivery.

5. If you get asked to provide your contact Id, tell the agent you don’t have it and ask if they
can find it. The agent will go off and find it, then create your review.

Exercise 3: Create a Data Library to use in an Agent

In this example, the service team at our company has, over time, developed a document that
outlines responses to the most commonly asked questions they receive from customers. You will
add the document to the data library for your My Service Agent and create a topic, prompt
template, and action to use the information.

If you have a user guide or similar document in PDF format, you can use that instead to inform
your agent.

Here are the tasks you’re going to complete in this exercise:

1. Create a new data library using the FAQs PDF.

2. View the data.

3. Write a prompt template using the data from the FAQs PDF.

4. Add a topic to your My Service Agent to manage general questions.

5. Create a custom action called Answer Questions using FAQs that use the prompt template
you created earlier.

6. Test and activate the agent.

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Instructions

Task 1: Create a new data library using the FAQs PDF.

1. Download and save Coral Cloud Resorts FAQs.pdf to your desktop.

2. In Setup, use Quick Find to locate and open Einstein Data Library.

3. Select New Library.

4. Add the new library details:

a. Select Data Space: [leave as default]

b. Name: CC FAQs

c. API Name: [leave as default]

d. Description: A compilation of questions frequently asked by

customers along with recommended answers.

e. Select Save.

5. Add the PDF to the data library.

a. Drag and drop Coral Cloud Resorts FAQs.pdf (or your selected PDF) from your
desktop to the file upload. Or, select Upload Files, navigate to the PDF, and select it.

b. Once the file is uploaded to the data library, select Done.

6. Use the App Launcher to locate and select the Data Cloud app.

7. Create a search index.

a. In the Data Cloud app, select the Search Index tab. (You may need to select it from
the More dropdown menu.)

b. Select New to create a new search index for data ingestion.

c. Select Easy Setup, then select Next.

d. Select RagFileUDMO, then select Next.

e. Change the Search Index Configuration Name to FAQUDMO and then select Save.

Task 2: View the Data.

Once the Search Index process is complete, you will be able to view the data in Data Explorer.

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1. In the Data Cloud app, select the Data Explorer tab.

2. Select the object:

a. Data Space: default

b. Object: Data Model Object

c. Select Object: FAQUDMO Chunk

3. Once the data is indexed you will also be able to view the data in Query Editor.

a. In the Data Cloud app, select the Query Editor tab (this may be under the More
menu).

b. Select New.

c. Add details for the workspace:

i. Name: FAQ Query

ii. Data Space: default

d. From the objects on the left, select Data Model Objects.

e. From the second pane select FAQUDMO Index.

f. Select Create Query.

g. Select Run Query.

h. Select Save to save your query.

Note: If your query result is empty, don’t worry! It can take up to 30 minutes for indexing to
complete. Come back later and try again.

Task 3: Write a prompt template using the data from the FAQ PDF.

1. In Setup, use Quick Find to locate and open Prompt Builder.

2. Select New Prompt Template.

3. Configure the template as follows:

a. Prompt Template Type: Flex

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b. Prompt Template Name: Customer FAQs

c. API Name: [Keep default]

d. Template Description: Answer our most common customer questions.

e. Resource Name: Customer Question

f. API Name: Customer_Question

g. Source Type: Free Text

4. Select Next.

5. Paste the following text in the Prompt Template Workspace:

Your task is to provide clear and helpful answers to general customer

inquiries about the company.

Here's the customer's question:

QUESTION_QUERY

Please use the following information to help you answer the question:

FAQ_RECOMMENDED_ANSWERS

Remember to tailor your response to the specific question, focusing

on the relevant details.

Your tone should be friendly and informative, as if you were speaking

directly to the customer.

6. Replace the placeholders with the corresponding merge fields (select the Resource search
box to access merge fields):

a. QUESTION_QUERY: Free Text > Customer Question

b. FAQ_RECOMMENDED_ANSWERS: Einstein Search > RagFileUDMO > Default

FAQUDMO Retriever

7. In the Configuration sidebar, configure the Default FAQUDMO Retriever:

a. Search Text: Free Text > Customer Question

b. Output Fields: Chunk

c. Number of Results: 6

8. Test the prompt.

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a. In the Preview panel, select Test Inputs.

b. Enter a relevant question into the Question field, such as: What time is
check-in?

c. Select Save & Preview.

9. In the Resolution panel, examine the prompt that was generated. The JSON structure
represents the weighted responses from Einstein Search.

10. In the Response panel, examine the response the LLM generated.

11. Enter another prompt in the Input field, such as: Is there a hairdryer in my room?

12. Select Preview and then select Activate. This prompt template can now be used in a
custom action in your agent.

Task 4: Add a topic to your My Service Agent to manage general questions.

1. Use Quick Find in Setup to locate and open Agents.

2. From the list of available agents, select My Service Agent.

3. Select Open in Builder.

4. If you see a Deactivate button in the top right, select it.

5. Select the Topics workspace.

6. Select New, then select New Topic.

7. Configure the new topic:

a. Topic Label: Customer FAQs

b. Classification Description: Your job is solely to help with issues and

answer general questions.

c. Scope: Always begin with this topic to try to answer general

questions.

d. Instruction: When asked a general question, first try the "Customer

FAQs" action.

e. Select Add Instructions.

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f. In the Instruction box add: If the customer's question is too vague or

general, ask for more details and clarification to give a
better answer.

g. Select Add Instructions.

h. In the Instruction box add: If you are unable to help the customer even
after asking clarifying questions, ask if they want to escalate
this issue to a live agent.

8. Select Next.

9. You’re going to add a custom action, so select Finish.

Task 5: Create a custom action called Answer Questions using FAQs that use the prompt
template you created earlier.

1. Select your new Customer FAQs topic.

2. Select the This Topic’s Actions subtab.

3. Select New and then + Add Action.

4. Configure your new agent action:

a. Reference Action Type: Prompt Template

b. Reference Action: Customer FAQs

5. Select Next.

6. In the Inputs column for Customer_Question Instructions add:

The question is open-ended text input from a user in a chat, related
to a general question about the company.

7. In the Input column, for Customer_Question, ensure Require input is checked.

8. In the Output column, for promptResponse, ensure Show in conversation is checked.

9. Select Finish.

10. Return to the Topic Configuration subtab. Select Save.

Task 6: Test and Activate the Agent.

The agent is ready to answer questions based on your FAQ information. Test it before activating it:

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1. In the Conversation Preview prompt, type a relevant question, such as: Are there
hairdryers in the room? Then press Enter.

2. Now check that the other topics still work. Type a question relevant for your previous topic,
such as: Do you have any snorkeling experiences available? Then press
Enter.

3. Spend some time trying other prompts. Once you’re confident the agent is performing as it
should, select Activate.

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