Agentforce Service Agent FAQ

Even though the Salesforce product Agentforce is becoming more popular, there are still a lot of queries that users have. In this FAQ we are summarizing a few questions based on what some of Salesforce’s training and videos covers.

Agentforce Service Agent FAQ

• What prerequisites are necessary to launch Agentforce Service Agent?
  
  
  • You don't need to wait for every element to be perfect! While Agentforce requires an enhanced communication channel (e.g., SMS, WhatsApp) and Data Cloud (for knowledge grounding through Data Libraries), a full Knowledge-Centered Support (KCS) knowledgebase isn’t essential. A minimal amount of existing case data is also fine, as Agentforce can utilize custom prompts or flows to fill in data gaps as needed. Starting with a subset of knowledge allows for quicker deployment and iterative improvement.
• Is there a trial or demo environment available for Agentforce?
  
  
  • Currently, a free trial org specifically for Agentforce is not available. However, Salesforce provides a Trailhead module, "Build Your First Agent with Agentforce" , where developers and admins can test building an agent within a guided Playground environment.
• How can I troubleshoot an Agentforce agent during testing?
  
  
  • If an agent doesn't interpret a request correctly, consider designing custom actions using flows or creating input variables for necessary data points, particularly if the agent interacts with custom objects. This customization allows you to guide the agent with clarifying questions to ensure it performs the required actions correctly.
• Can Agentforce be purchased by users with AppExchange apps?
  
  
  • Eligibility depends on the type of licenses you hold. Generally, a Service or Sales license (Enterprise or Unlimited Edition) is required. For specifics, consult your Salesforce account team or partner account manager to determine compatibility with your licenses.
• What’s the best way to set the scope of an Agentforce agent?
  
  
  • Salesforce suggests aligning agent design with your main goals. For instance, if your objective is case deflection, deploying Agentforce on a self-service channel can expedite response times and improve case resolution. This goal-oriented approach helps determine the number of agents to launch and the specific tasks each will handle.
• Is Agentforce compatible with all Salesforce Clouds and Industry products?
  
  
  • Agentforce supports industry cloud base licensing (Enterprise and Unlimited Editions) and is compatible with Sales and Service Clouds (Performance, Enterprise, Unlimited, and Einstein 1 Editions). For industry-specific adaptations, Salesforce recommends working closely with your account team for a tailored fit to your contract.
• Does Agentforce currently support Service Cloud Voice or Email?
  
  
  • Voice and Email are not supported at the initial launch but are on the roadmap for early next year. Contact your Salesforce account team for updates on specific timelines.
• How does Agentforce track conversation closures, and what is the pricing model?
  
  
  • Conversations are billed at $2 per conversation. A session ends when transferred to a human agent, manually ended by the initiating customer, or closed by Agentforce through custom automation. Sessions also automatically close after 24 hours of inactivity.
• Which AI model does Agentforce use, and how does it differ from traditional models?
  
  
  • Agentforce’s reasoning engine operates through Salesforce's partnership with OpenAI, using a large language model (LLM) to interpret user input and trigger specific actions. Custom flows, prompts, or Apex define the actions Agentforce takes, making the LLM an interpreter for initiating the required tasks.
• Is Data Cloud necessary for Agentforce?
  
  
  • Yes, Data Cloud is essential for Agentforce Service Agent, as it uses Data Libraries within Data Cloud for knowledge grounding. Note that Data Cloud is included in the no-cost Foundations license, which simplifies setup.
• How do I get started with Agentforce setup?
  
  
  • Agentforce setup begins with a wizard that helps configure initial topics, instructions, and actions. Having an enhanced channel (such as Messaging, SMS, or WhatsApp) is required. After that, you can define any custom actions with flows, prompts, or Apex for a tailored setup.

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