Build an Agentforce for Guided Shopping Agent

Learning Objectives

After completing this unit, you’ll be able to:

• List the attributes of an effective Agentforce for Guided Shopping agent design.
  
• Describe the role of each standard action linked to the Agentforce for Guided Shopping by the Agentforce for Guided Shopping template.
  
• Summarize the steps to build and test an Agentforce for Guided Shopping agent.
  

With your Salesforce org and B2C Commerce instance securely connected, you can build your Agentforce for Guided Shopping and deploy it to your site.

Agentforce for Guided Shopping Design

To create an effective Agentforce for Guided Shopping agent, it’s important to define what your AI agent can and can’t do, and what business problems ‌it solves. Here are some performance metrics to consider in your AI agent design.

• Goals: Define the goals and objectives for the Agentforce for Guided Shopping experience. What specific problems or needs will it address? How does it improve the customer experience?
  
• Key performance indicators (KPIs): Identify key performance indicators to measure the success of the Agentforce for Guided Shopping agent, such as customer satisfaction, response times, and conversion rates.
  
• Customer needs and expectations: Know your customers’ needs, preferences, and pain points. What types of queries or tasks do they often complete?
  
• User scenarios: Identify common user scenarios and use cases that the Agentforce for Guided Shopping agent can handle.
  
• Scope: Define the scope of the Agentforce for Guided Shopping agent, including the types of queries and tasks it can handle. Set boundaries to avoid overreach.
  
• Capabilities: Determine the capabilities required, such as handling product inquiries, processing orders, providing recommendations, or offering support.
  

Agentforce for Guided Shopping Agent Setup

To build a Guided Shopping agent you use Agentforce Builder and the Shopper Agent template. The template guides you through the steps to add the AI agent default topics, define AI agent settings, and select the AI agent’s language and tone.

Topics and Actions

If you have completed other Agentforce Trailhead modules, you know that agents use topics and actions to define the range of jobs they can do. Here’s a quick review.

• Topics: An AI agent topic is a category of actions related to a particular job to be done by AI agents. Topics contain actions, which are the tools available for the job, and instructions, which tell the AI agent how to make decisions. Together, topics define the range of capabilities your AI agent can handle. Salesforce provides a library of standard topics for common use cases, and you can create custom topics to meet your users’ specific business needs.
  

• Actions: Actions are how AI agents get things done. Agents include a library of actions, which is a set of jobs an AI agent can do. For example, if a user asks an AI agent for help with writing an email, the AI agent launches an action that drafts and revises the email and grounds it in relevant Salesforce data.
  

Standard and Custom Topics

Using standard and custom topics, you can expand the capabilities of your AI agent.

Standard topics are preconfigured topics and actions available from the Agentforce Builder Asset library. These topics cover a wide range of jobs and supporting actions. Custom topics are topics and actions you create to support a specific business need.

Shopper Agent Template

Agentforce Builder includes the Shopper Agent template, which adds a set of predefined topics and their supporting actions to your Agentforce for Guided Shopping agent. These topics form the foundation of the AI agent’s basic capabilities.

• B2C Global Instructions: Outlines the responsibilities of the agent, including defining system-level instructions and orchestrating the sequence of topic invocations. The scope is narrow and specific, which is effective for guiding the agent's actions.
  
• B2C Product Recommendations: Provides product recommendations to users based on their input.
  
• Product Cart Link: Provides add-to-cart link with products.
  
• Search for B2C Order: Searches for order details based on the user's order number and email address.
  

Agentforce for Guided Shopping Setup Prework

Before you launch Agentforce Builder and start the guided setup, it’s a good idea to have your AI agent settings defined. Agent settings determine how your AI agent behaves and presents itself in conversations. Agent settings include:

Name: The AI agent’s name

API Name: The API Name, which automatically populates after you enter the AI agent’s name.

Description: The AI agent’s goals. The template provides a standard Agentforce for Guided Shopping description that applies to companies across a wide range of industries.

Role: The AI agent’s role in the company and the tasks it completes.

Company: Information about your company, including product information and relevant business details.

Agent User: The user permissions your Agentforce for Guided Shopping is linked to. The AI agent user determines what your AI agent can access and do. Make sure that the AI agent user has the required permissions for relevant features and objects.

Here’s an example of role and company descriptions for an online retailer.

• Role: You are an AI agent that uses Salesforce Commerce Cloud data to provide product information to shoppers. You help shoppers find products, suggest other products, and recommend product sets. You help shoppers with order checkout, and order returns.
  
• Company: Your company is a leading online clothing retailer dedicated to providing the latest fashion trends. Your mission is to empower individuals to express their unique style through high-quality, stylish, and versatile clothing options.
  

Build Your Agentforce for Guided Shopping

In your Salesforce Service Cloud org, open Agentforce Builder and build a new agent.

1. At the top of the page, click and select Setup.
   
2. In the Quick Find box, search for and select Agents.
   
3. Click New Agent.
   
4. Select the Agentforce for Guided Shopping–B2C template as the agent type.
   
5. Click Next.
   
6. Confirm that B2C Global Instructions, B2C Product Recommendations, Product Cart Link, and Search for B2C order topics are selected. These are preconfigured topics and actions for the Agentforce for Guided Shopping–B2C template. Click Next.
   
7. Define the Agentforce for Guided Shopping Settings.
   
   • Enter the AI agent’s name. The API Name auto-populates to match the name.
     
   • Leave the description as is.
     
   • Enter the AI agent’s role.
     
   • Enter a description of your company.
     
   • Select the Agent User.
     
8. Select language and tone. Click Create.
   

The Template creates a standard Guided Shopping agent. You can customize the AI agent with other standard topics and actions or your own custom topics and actions in Agentforce Builder. It’s important to pick the right topics so your AI agent can meet customer expectations. If you configure your AI agent correctly, it can answer relevant questions with helpful responses. This reduces customer frustration and improves overall satisfaction. To learn more about customizing AI agents, see Configure Your Agent.

Test and Activate Your Agentforce for Guided Shopping

Before launching an AI agent, test it to confirm that the AI agent understands a user’s request or instruction and launches the correct actions. Review whether the responses are helpful and accurate. If the AI agent responds with unexpected responses or breaks the guardrails you set, modify the topics and actions, and AI agent instructions, then retest the AI agent.

Test the AI agent’s actions.

1. At the top of the page, click and select Setup.
   
2. In the Quick Find box, search for and select Agents.
   
3. Select the AI agent.
   
4. On the Agent Details page, click Open in Builder.
   
5. To test the AI agent actions within the topics, in the Conversation Preview window, enter some text using natural language. See Test Your Agent .
   Suggested prompt: I’m looking for {a product in your store’s catalog}.
   
6. Follow the prompts from Einstein as you fine-tune your request.
   
7. Review the actions taken to get the response.
   
8. To launch your Agentforce for Guided Shopping, click Activate.
   

After you activate Agentforce for Guided Shopping, the next steps are to connect it to a messaging channel and deploy it to your site.

Sum It Up Next

In this unit, you learned how to build a B2C Commerce Agentforce for Guided Shopping using Agentforce Builder and the Shopper Agent template. You also learned how to test and activate the AI agent. In the next unit, learn how to connect Agentforce for Guided Shopping to a channel and deploy it to your site.