Name: Agentforce Service Agent
Uploaded: 2024-12-07T12:38:13.920Z
Duration: 2 min 33 s
Description: An autonomous AI agent by Salesforce that enhances customer service by understanding and resolving a wide range of issues without preprogrammed scenarios.

agentforce-service-agent

An autonomous AI agent by Salesforce that enhances customer service by understanding and resolving a wide range of issues without preprogrammed scenarios.

Agentforce Service Agent

Agentforce helps you extend your Workforce by building AI agents that work together with humans to drive customer success. You can get started with one of many pre-built agents. But you can also create your own custom agents. Because if you can describe it, agent force can do it. Which means you'll start by describing in natural

Language the job you want this agent to do like an agent that reviews new travel expenses. But then watch what happens next. Next agent force is searching for semantically similar resources in your customer 360's metadata. And based on this awareness of how your business works, agent force auto suggests topics and actions for doing this job. 

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If we click into one of these topics we'll see that agent force is using your existing business logic like flows Apex classes and moft Integrations to enable your agents to take action. Then agent force will Auto suggest instructions based on that business logic that become the rules and guard rails your agent will adhere to while doing this. 

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Job across one or more channels like this travel expense agent which I want to work not only in slack but also in the background when it's triggered from a flow. 

And the final step is to equip this agent with the data from your customer 360 that it needs to do this job. 

Which means this agent now has a role and the actions and knowledge it. 

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Needs to do that role. So let's create it and now we have a new travel expense agent that we're ready ready to test and refine your inside agent Builder. But remember how I added a flow as one of the channels for this agent. I did that because I want this agent to work autonomously in the background each time a new travel expense record like.

This is created which means I need to create a record triggered flow each time a new travel expense record is created. This flow will be automatically triggered. But here's something new. I went to invoke this new agent from inside this Flow by passing it the ID of the travel expense record that needs reviewed. And then I just need to switch.

Back over to agent Builder and teach this agent how to interact with this new channel. When I activate this agent anytime a new travel expense record is submitted, the agent will autonomously review it in the background and then notify the employee and slack of the outcome of this review. This is how agent force helps you extend your. 

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Workforce by turning the business logic you've already created in your customer 360 into AI agents that you can trust to reliably do jobs in your company. Thanks for watching. 

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Agentforce Service Agent Video