Create and Ground Your Help Agent

Learning Objectives

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

• Configure your Help Agent using the guided setup in Salesforce Go.
  
• Ground your AI agent using Salesforce Knowledge.
  

Before You Start

Before you start this badge, consider completing this recommended content.

• Agentforce: Quick Look
  
• Introduction to Agentforce
  

Answer Questions Faster with a Help Agent

Setting up an AI agent on a website used to require a team of developers and complex integrations that could take days or weeks. Now, with the Help Agent guided setup, you can set up a customized, AI-powered agent in a few clicks.

By embedding an AI agent on your existing site, portal, or voice channel, you provide customers with immediate, 24/7 self-service support. This deflects routine cases, frees up service reps for complex issues, and maximizes the ROI of your existing help documentation.

Sign Up for a Developer Edition Org with Help Agent

To complete this badge, you need a custom playground that contains Help Agent and our sample data.

1. Click Create Playground, and then click Yes, Create Playground.
   
2. Your new org is automatically attached to your Trailhead account.
   
3. Make note of your org's expiration date and complete this badge before then.
   
4. Click Launch to open the playground. If necessary, click Remind me in 1 week from the Assign Org Responsibilities pop-up.
   

Enable Help Agent

Before you begin, ensure Help Agent is active in your org.

1. Click and select Salesforce Go.
   

2. In the Search features... textbox, enter Help Agent and select it.
   
3. On the Help Agent page, click Get Started.
   
4. Click Turn On.
   

5. From the popup window, click Turn On.
   

After you agree to the terms, the Help Agent guided setup acts as a powerful concierge, building and provisioning these architectural connections for you in the background.

• Prerequisites and licensing: The setup flow seamlessly takes care of Data 360 enablement, Agentforce enablement, and it assigns any necessary licenses, such as Community or Contact Center as a Service.
  
• Knowledge storage: The system generates a default Agentforce Data Library (ADL) for your uploaded files.
  
• Conversation handoff: To ensure customers never hit a dead end, the system configures an Omni-Channel routing setup and an Omni-Channel flow. This allows the AI agent to seamlessly escalate complex conversations to your service reps.
  
• Website chat setup: The system provisions Enhanced Chat and Messaging for In-App and Web, which serves as the visual chat interface that will ultimately live on your website or portal.
  

Define Your Agent’s Identity

This is the guided configuration flow. It simplifies the complexity of the full Agentforce Builder and asks you only for the bare-minimum configuration details needed to get your agent live.

1. Once all the items in the list have been checked, click Go next to the Build a Help Agent item in the Build and Manage Your Agents section.
   

2. Click Get Started.
   
3. Ensure the Agent Name is Help Agent.
   
4. Ensure the Language is set to English.
   
5. Provide a welcome greeting for the agent that lets the agent introduce itself to your customers. Feel free to keep the message as is or update to a greeting of your choice. Also, scroll down and review the current settings for the Agent Instructions. Feel free to adjust the instructions accordingly.
   

6. Click Continue.
   

In Salesforce, trust and security are paramount. When you create a Help Agent, Salesforce automatically creates a dedicated agent user just for that agent. The agent operates as this user, so it respects your org’s sharing model and can only view or interact with the Salesforce data that the dedicated user is authorized to access. The agent user is created and applied to the agent for you behind the scenes—there’s nothing to configure for it in the guided setup. To review or adjust its access later, manage it like any other user in Setup under Users.

Ground Your AI

Your agent needs a home, and it needs a foundation of knowledge to pull from. You have two options from which to choose your grounding sources for your AI agent.

• Salesforce Knowledge: If you already have Salesforce Knowledge enabled with published articles, you can find your existing data categories listed. Any articles without a data category appear under an Uncategorized area. All of your data categories are selected by default—deselect any you don’t want the agent to use.
  
• Upload Files: Simply drag and drop your public-facing knowledge documents. This is an ideal option for small to medium-sized businesses that don’t have a formal knowledge base. Accepted file types are PDF, Microsoft Word (DOCX), and HTML, and include a capacity of about 300 pages total.
  

Uploading documents doesn’t publish them to your public website. It strictly grounds the AI agent. However, because the agent uses this data to generate answers for your customers, upload public-facing information only. Never upload internal compliance documents, sensitive architecture diagrams, or files containing personally identifiable information.

Currently, each Help Agent supports a single grounding source. If you change your mind after setup (for example, switching from Salesforce Knowledge to uploaded files), you can return to the Give Your Agent Context page and select a different source. After you create, ground, and deploy your Help Agent, you can use Data 360 to extend and ground your agent on additional, third-party content.

1. Download the CoralCloudResortsFAQs.pdf to your Desktop. Note: Save the PDF file name as its default name. This upload will create an Agentforce Data Library entry named Help Agent Data Library.
   
2. With the Give Your Agent Context page open, click Upload Files.
   
3. Click Upload Files to open the file selector.
   
4. Navigate to the Coral Cloud Resorts pdf you just downloaded and select it to be added as a grounding source for your Help Agent. Click Open/Add to upload this file.
   
5. Important Note: Wait for the Upload Files status to equal Ready in the Your Agent section before proceeding—this can take a few minutes.
   

If you click Continue before the “Ready” status shows up on the file status upload, you will not be able to continue in the next unit. Be patient! It will be worth the wait.

6. Click Continue.
   

Note: When you see the Add to Channels page, stay on that page.

Up Next

With your agent named and your data uploaded, you’re ready to choose a channel for your agent, test its responses, and activate it.

Resources

• Trailhead: Agentforce for Service
• Trailhead: Salesforce Knowledge Basics