Turn On Your New SDR Agent

Learning Objectives

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

• Enable Agentforce Lead Nurturing and create a User record for your agent.
  
• Grant access to and configure your agent.
  

Trailcast

If you'd like to listen to an audio recording of this module, please use the player below. When you’re finished listening to this recording, remember to come back to each unit, check out the resources, and complete the associated assessments.

In order to follow along with the steps in this module, you need the proper permissions to use Agentforce. Don’t try to follow these steps in your Trailhead Playground. Agentforce isn’t available in the Trailhead Playground.

Enable Supporting Features for Agentforce Lead Nurturing

In order to successfully get the Lead Nurturing agent up and running, there are some other services that must be enabled. Go ahead and look at how you do that.

1. Click the gear icon and click Salesforce Go. This opens up the Salesforce Go home page in Setup. Alternatively, if you’re already in Setup, use Quick Find to search for and select Salesforce Go.
   
2. Scroll down to the Get Started with Agentforce section and click Set Up on the Agentforce for Sales card.
   

3. Click Turn On to enable Agentforce in your org.
   

4. Click Confirm. It may take a few moments for Agentforce to activate. Once enabled, Agentforce automatically makes sales-related agents available for setup. For example, Agentforce for Sales currently includes two agents: Sales Coach and Lead Nurturing Agent. After activation, these agents become accessible from this page.
   
5. Toggle on Lead Nurturing.
   

6. Click Confirm in the dialog box. It may take a few moments for the agent to activate. Once enabled, the setup steps you need to complete become available. As shown, one of four required steps—turning the agent on—is now complete. Your agent is now enabled and ready for set up.
   

With the Salesforce Go guided setup, it’s easy to turn on all of the required supporting features at once versus having to individually turn each feature on. Turning on these features lays the groundwork for your agent to do its job. If any of the features in the list were already enabled, you'll see a check next to them.

Great job! Turning on Agentforce Lead Nurturing lets you create an agent user record, assign its permissions, and configure the agent in Agentforce Builder.

Grant Users Access to the Agent

To assign leads to your agent and see the agent’s activity, members of your sales team need certain permissions. Go ahead and take care of that now.

1. In the Lead Nurturing setup area within Salesforce Go, click Manage next to Manage User Access.
   

2. This opens the Manage Lead Nurturing Agent User Access page. The Configure Agentforce Lead Nurturing Agent tab is currently selected. Click the Recently Viewed dropdown and select All Users.
   
3. From the list, check the box next to YOUR NAME.
   

4. Click Assign. You have now granted yourself the ability to configure the agent.
   
5. Click the Use Agentforce SDR Agent tab.
   
6. Click the Recently Viewed dropdown and select All Users.
   
7. From the list, check the box next to YOUR NAME.
   

8. Click Assign. You have now granted yourself the ability to use the agent. You have already been pre-assigned the Data Cloud Admin permission set, so you do not need to worry about assigning that permission to yourself now.
   
9. Click Done.
   

Manage Agent's User Record and Email

Because your agent acts like a user in your org, you need to create a user record for it.

1. In the Lead Nurturing setup area, click Manage next to Manage Agent’s User Record and Email.
   
2. Click the Agent’s User Record dropdown and select + New User.
   
3. Click the Agent’s User Record dropdown and select + New User.
   
4. Enter the following information:
   
   • First Name: sales
   • Last Name: agent
5. Click Create. The agent user is created, and all necessary configurations are applied automatically.
   

The Agent’s User Record dropdown shows all the records you can choose from (if you’ve created a few already). If you select an existing user, the setup walks you through a quick check to confirm the record has the right permissions. That way, you know the agent has everything it needs to do its job properly.

8. Click Next and wait a few seconds for the popup window to open. This window guides you through setting up Inbox and Einstein Activity Capture.
   
9. Click Connect Account.
   
10. Select the checkbox to confirm you’ve read and understood the terms.
    
11. Click Next.
    
12. Click on one of the Connect options and link your email account and calendar to Salesforce, then finish the setup.
    

After completing this step, you’re redirected to the setup experience and see confirmation that one agent user has been added.

Configure Data for Your Agent

For any agent, data is essential. It provides the context the agent needs to answer questions and complete tasks as expected. In this final step, you set up a data library. Follow along to finish the process:

1. In the Lead Nurturing setup area, click Go to Agentforce Data Library Setup next to Configure Data for Your Agent. This opens the page in a new tab.
   

2. Click New Library +.
   
3. In the pop-up window, enter the following details:
   
   2. Name: Welo Customer Policies Library
   3. API Name: Auto-generated
      
   4. For Description, paste the following text:
      

A collection of Welo’s official customer-facing documents, including return policies, warranties, service terms, and support guidelines.

7. Click Save. Your data library is now set up and ready for you to start adding sources, giving your agent the information it needs to deliver accurate, customized responses for your business.
   
8. For this project, let’s add a web source. This type of data lets your agent search relevant websites to enrich its knowledge and deliver more accurate results. Click the Data Type dropdown and select Web.
   

9. Toggle on the Turn on Web Search button to enable it.
   

10. Click Save.
    

Your data library is ready to go! From here, your agent, and any other AI features, can start taking action using the data sources you’ve added.

The data library supports multiple data types, including knowledge fields, local files, and additional sources in Data Cloud. Set up the library based on what you want your agent to use as its knowledge base.

Build a New Sales Agent

The guided setup experience streamlines creating, testing, and activating your agent. Follow the steps to start setting up the Lead Nurturing agent.

1. In the Lead Nurturing setup area, click Go next to Build and Manage Agent.
   

2. This opens the guided setup experience, which provides a step-by-step path to easily set up your agent. Click Let’s Get Started.
   

3. Click the Lead Nurturing template. Here, you see templates for all agents you enable in Salesforce Go.
   
4. Click Continue to get started.
   

Getting Started

Follow the steps to enter the key details to set up your agent:

1. On the Getting Started page, the User Record field is pre-filled with the agent user you created earlier If you created multiple agent users, all of them will be listed here, allowing you to choose the one you want. Enter the following details:
   
   1. Agent Name: Lead Nurturing
   2. Company Name: Welo
   3. For Description, paste the following text:
      

Welo is a premier provider of IT solutions and services, specializing in cutting-edge hardware and comprehensive services for managing data centers.

5. Click Save and Continue.
   

Email Settings

Your agent sends an initial outreach email to each prospect and follows up with timely nudges if there is no reply. In Email Settings, you set up the core messaging by adding a primary value proposition, proof points, nudge settings, and message tone. Continue with the following steps:

1. For Primary Value Proposition, paste the following text:
   

Welo offers top-tier IT solutions and services, specializing in hardware and services for managing data centers. Our commitment to excellence and innovation ensures we deliver unparalleled services that empower businesses to thrive and innovate.

2. For Proof Points, paste the following text:
   

Customer Satisfaction Rate: Welo boasts a 95% customer satisfaction rate, reflecting our commitment to delivering exceptional solutions.
Transforming Retail Operations: Partnered with a major retail chain to implement a custom CRM solution, resulting in a 30% increase in sales and a 25% improvement in customer retention.
Streamlining Healthcare Services: Collaborated with a healthcare provider to develop an integrated patient management system, reducing administrative costs by 20% and improving patient satisfaction scores by 15%.

3. Leave the nudge and additional settings as they are. You’re now ready to test the agent’s initial outreach email.
   
4. In the Preview Email section, click the Search Recipients field and look for Sarah Loehr.
   
5. Click Generate Preview and wait a few moments. You can now see the response grounded in the lead’s account name and the information you provided in this step. This preview lets you review the responses before moving on to the next step in the guided experience.
   
6. Click Continue.
   

Test Agent Responses

With the initial outreach email set up and tested, it’s time to configure your agent’s responses to customer replies and queries. In this step of the guided setup, you have the option to create a data library and add data sources. Since you completed these steps previously, let’s use that.

1. Click the Data Library dropdown and select Welo Customer Policies Library.
   
2. In the Preview Email section, click the Search Recipients field and look for Andy Smith.
   
3. Paste the following sample customer question to see how your agent responds:
   

How do companies usually handle data backup?

4. Click .
   
5. After you review the response, click Continue.
   

Because you selected a web data source, your agent searches the web and responds to the sample question. In the same way, you can use a file data source to upload your company’s return policies and product data and equip your agent to answer refund or product-related queries all from one place. Note that Content files added as data sources may take up to 24 hours to appear in agent responses.

Assign Prospects

In the Assign Prospects step, you automate the assignment of prospects to your agent, making it easier to manage outreach and follow-ups.

As a leading provider of IT solutions and data center services, you’re targeting the financial services industry, where demand for secure and scalable infrastructure is especially high. You’re also focusing on prospects who have already demonstrated buying intent, such as engaging with demos or requesting pricing. Here, you can automate the assignment of these qualified prospects to this agent based on your specific criteria. Follow the steps below to set this up:

1. Toggle the Leads button on.
   
2. Under Assign Lead to Agent When, check Lead is created or updated.
   
3. Open the Take Action When dropdown and select Custom Logic (AND, OR, NOT).
   
4. Click + Add Condition three times to create three condition rows.
   
5. Configure the condition rows as follows:
   
   1. Row 1: Field = Industry; Operator = Equal; Value = Finance
      
   2. Row 2: Field = Rating; Operator = Equal; Value = Warm
      
   3. Row 3: Field = Rating; Operator = Equal; Value = Hot
      
6. Set the custom logic expression to 1 AND (2 OR 3)
7. Click Save, then click Continue.
   

Connect Sales User Email Accounts to EAC

To let sellers view, edit, reschedule, or cancel Lead Nurturing agent emails from the Activity Timeline of leads, you need to ensure each seller has connected their email account in their Salesforce user profile.

1. From the seller’s Personal Settings, they can click Email and Calendar Accounts.
   
2. Click New Account.
   
3. Click Connect Account.
   

4. Read the terms and click Next.
   
5. Select the email and calendar service used by your company.
   
6. Select the checkboxes for Email and Calendars.
   
7. Click Finish.
   

Great job! Now you have Agentforce for Sales Development fully enabled. In the next unit, you configure, activate, and customize your Lead Nurturing agent.

Resources

• Salesforce Help: Set Up Agentforce Lead Nurturing
• Salesforce Help: Enable Agentforce Lead Nurturing
• Salesforce Help: Create an Lead Nurturing Agent User
• Salesforce Help: Grant Sales Users Access to Agentforce Lead Nurturing