AgentForce details

Create AI topics include:

  • Principles and applications of AI within Salesforce, including understanding the different types of AI and their capabilities

  • Bias and fairness in AI, including the understanding of privacy and data protection

  • Importance of data quality to ensure good AI outcomes, including identifying appropriate data quality elements and data sets

  • AI Fundamentals

  • AI Capabilities in CRM

  • Ethical Considerations of AI

  • Data for AI

Create Actions

Agentforce does the heavy lifting of giving access to an LLM on the Einstein 1 Platform. There are three ways that you can build agent custom actions: flows, prompts, and Apex. You can begin customizing by utilizing the automation skills you’ve learned by building out flows.

Activate you Agent

  • From Setup, in the Quick Find box, enter Agent, and then select Agents.

  • Click the name of your agent.

  • Click Open in Builder.

  • Click Activate to make your agent live or Deactivate to remove it from service.

Reroute

To reroute tasks or chats to a different agent in Salesforce, you typically follow a process that involves using the Omni-Channel settings and customization features available within your Salesforce organization.

Launch

To launch the live feed in Salesforce, utilize the Feed Publisher component to create and manage posts effectively, enabling real-time updates and interactions within your organization.

Field Service

"Service Appointment" is the central object linked to "Account" and "Contact". "Work Order" is related to service items like "Account", "Asset", "Lead", and "Opportunity". "Service Territory" and "Work Type" are connected to "Service Appointment". The chart uses color coding: blue for standard sales and service objects, orange for territory and scheduling objects, and green for the central service appointment object.