Agentforce for Service Superbadge Unit

Prework and Notes

Sign Up for a Developer Edition Org with Special Configuration

To complete this superbadge unit, you need a special Developer Edition org that contains special configuration and sample data. Note that this Developer Edition org is designed to work with the challenges in this superbadge unit.

1. Sign up for a free 4-day Developer Edition org with special configuration and Data Cloud.

2. Fill out the form. For Email address, enter an active email address where you can receive the email confirmation for the new account.

3. After you fill out the form, click Submit. A confirmation message appears.

4. When you receive the activation email (this might take a few minutes), open it and click the link to reset your password.

5. Complete your registration by setting your password and challenge question. Tip: Save your username, password, and login URL in a secure place—such as a password manager—for easy access later.

6. You're logged in to your superbadge Developer Edition org.

Now, connect your new Developer Edition org to Trailhead.

1. Make sure you’re logged in to your Trailhead account.

2. In the Challenge section at the bottom of this page, select Connect Org from the picklist.

3. On the login screen, enter the username and password for the Developer Edition org you just set up.

4. On the Allow Access? page, click Allow.

5. On the Want to connect this org for hands-on challenges? page, click Yes! Save it. You're redirected back to the Challenge page and ready to use your new Developer Edition org to earn this superbadge.

6. Now that you have a Salesforce org with special configuration for this superbadge unit, you’re good to go.

This superbadge unit requires access to a special Developer Edition org that includes Einstein Generative AI and Data Cloud. These Developer Edition orgs are only available for a 4-day period, so be sure to complete this superbadge unit before your org expires.

Use Case

Coral Cloud Resorts, a luxury seaside destination, is well-known for its seasonal offerings and dedication to providing personalized, high-quality guest experiences. Typically, the resort has its busiest season in the summer, with quieter off-season months. However, this year, the resort faces an exciting but complex challenge: An independent film festival is being hosted nearby during the off-season. This event is expected to draw a large volume of new and returning guests.

Adding to the excitement, Coral Cloud Resorts is to host several exclusive festival meet-and-greet events onsite. These high-profile activities, combined with increased guest demand, create unique operational pressures for the resort.

To meet these demands, Coral Cloud Resorts is expanding service hours, offering exclusive film festival-related activities, and rolling out new event options—all while maintaining high standards of guest service. To achieve this without significantly increasing staffing, the resort is turning to automation and artificial intelligence (AI)-driven customer service solutions.

Business Requirements

The Coral Cloud Experience Agent acts as a virtual concierge, handling guest inquiries and assisting with bookings, festival recommendations, and other services. Your task is to configure and optimize the agent to meet the following business needs.

1. Set up the Coral Cloud Experience Agent: Configure the agent to deliver personalized, accurate responses using trusted data sources like the Agentforce Data Library and Knowledge articles.
2. Manage bookings efficiently: Equip the agent with actions to modify guest bookings, such as adding or canceling reservations, and provide real-time booking information.
3. Expand service with standard and custom topics: Use topics like General FAQs to handle common questions and create custom topics to highlight festival-related offerings.
4. Handle complex queries with escalations: Set up routing flows to transfer unresolved or complex guest queries to human agents for further assistance.

With your configuration expertise, the Coral Cloud Experience Agent can help the resort maintain exceptional guest service during the busy festival season while optimizing staff workloads.

Set Up the Agent and Agentforce Data Library

Configure the agent and set up data libraries to deliver accurate and consistent responses. The org already has an Agentforce Service Agent called Coral Cloud Experience Agent.

Turn on Einstein and Agentforce. These settings aren't enabled by default.

Define the Agent’s Role and Context

Field	Value
Description	This is Coral Cloud Resorts' AI agent, designed to help customers discover resort experiences and book sessions seamlessly, particularly during the film festival.
Role	You're an AI concierge at Coral Cloud Resorts. Your role is to assist customers with booking and managing services during the film festival by providing accurate information and resolving inquiries swiftly.
Company	Coral Cloud Resorts offers destination experiences that blend unique, premium activities with unmatched customer care. Our discerning customers value effortless, quality reservation services, where every interaction enhances their journey.

Integrate Knowledge Articles in Agent Builder

To integrate Knowledge articles into Agent Builder and ensure the agent is grounded in relevant information, start by managing data sources to provide access to these articles. Create a data library named Coral Cloud Experience Agent Library, including the identifying fields Title and Summary and the content fields Answer and Question. While we won’t evaluate this configuration as part of the challenge, it's essential for grounding the agent in accurate knowledge from relevant articles.

Integrate the Code of Conduct and User Agreement File

Now, create a new data library with a unique name and upload the resort’s Code of Conduct and User Agreement. Tip: Don't rename the file. This resource grounds the agent’s responses in trusted and compliant data.

Note: Since a data library can either use Knowledge articles or file uploads for the data source, you need two data libraries: one for Knowledge articles and another to upload the file.

Ensure the agent’s role, description, and company context reflect Coral Cloud Resorts’s mission and services. Confirm the Coral Cloud Experience Agent is linked to the Knowledge data library. Confirm that the Code of Conduct is uploaded to the data library. We use these two data sources in challenge 3.

Create the Booking Management Topic

The Coral Cloud Experience Agent must manage all booking-related interactions efficiently. To achieve this, configure the Booking Management Topic as follows.

Booking Management Topic and Agent Actions

Include a clear description, defined scope, and specific instructions for handling guest bookings. Ensure the topic is aligned with the resort’s commitment to seamless guest service.

Field	Value
Topic Label	Booking Management
Classification Description	This topic handles customer inquiries about booking experiences at Coral Cloud Resorts. It includes making new reservations, modifying existing bookings, and addressing questions about experience details to ensure a smooth and satisfying customer journey.
Scope	Your job is to assist customers with managing their bookings for Coral Cloud Resorts experiences. This includes providing accurate information, resolving booking-related issues, and ensuring every interaction is seamless and stress-free.
1st Instruction	Always request the Booking Record Number, which begins with 'B-', before accessing booking details. Use the 'Get Booking' action to retrieve and share the relevant information with the customer.
2nd Instruction	Prompt the user to specify the action they’d like to take on their booking. Available options include adding and removing guests or canceling the booking.
3rd Instruction	For booking cancellations, confirm the action with the user by displaying the Experience Name. Then call the 'Cancel Booking' action.
4th Instruction	To add guests to a confirmed booking, ask the user for the total number of guests, including the contact, who plan to attend the session. Use the previously provided Booking Record Number (starting with 'B-') to call the 'Adjust Booking' action.

Configure the instructions and actions to support booking modifications using the Adjust Booking flow, cancellations using the Cancel Booking flow, and information retrieval using the Get Booking flow. Ensure actions prompt for required inputs, such as the Booking Record Number, and display outputs correctly.

Tip: Take a look at the booking records in the Coral Cloud Resorts app before writing agent action instructions.

The agent should retrieve and share relevant booking information with the customer. Prompt the user to specify the action they’d like to take, such as adding guests or canceling a booking. Create the following actions in Agent Builder and add them to the Booking Management topic.

• Get Booking
• Adjust Booking
• Cancel Booking

Configure the Cancel Booking action so that the agent confirms with the user before canceling the booking. Add additional instructions to the Booking Management topic to call the previous agent actions.

Note: We're not checking the loading text and input/output configurations of the agent actions beyond what's outlined above.

Ensure the Booking Management topic includes the correct classification description, scope, and instructions as specified, and the associated required agent actions. Test the agent with booking scenarios to ensure it correctly prompts, processes, and displays booking actions and details.

Add Standard Topics: General FAQ and Escalation

Coral Cloud Resorts needs its virtual concierge to deliver precise information about event details, policies, and other queries. Your task is to ensure the agent uses trusted data sources, such as Knowledge articles and the Code of Conduct PDF, for accurate responses. Additionally, you ensure the agent can escalate complex queries to a human representative when necessary. In this challenge, you'll configure standard topics and integrate data library retrievers for trusted data sources.

To complete this challenge, configure the Coral Cloud Experience Agent to meet the following needs.

• Add the standard General FAQ Topic and override it: Use an agent action to invoke the Film_Festival_Related_Answers prompt template. The prompt template generates a response to the user’s question based on the relevant information from Knowledge articles and the Code of Conduct file.
• Add the Escalation Topic: Enable the agent to transfer unresolved inquiries to a human service agent.

Review the prompt in the Film_Festival_Related_Answers prompt template and add the user’s question Input: Question in the placeholder text: [Input the customer's question].

Add default Retrievers Default_FileUDMO_SI_Retriever_1Cx.. and Default_KA_Coral_Cloud_Experience_Agent_Library_1Cx.. in the placeholder text indicated with brackets. Additionally, configure the Search Text for both the retrievers with the user input, Input: Question . Save, test, and activate the prompt template.

Tip: If you can't get the expected response from the prompt template, make sure you've rebuilt the search index for the Knowledge articles. See the Help article for detailed steps on how to rebuild the search index.

Set the guardrails to get answers from the response of the Film_Festival_Related_Answers prompt template. Create a new action to invoke the prompt template. Associate this new action to the General FAQ topic. Make sure there's only one General FAQ topic that's overriden with the new action.

Confirm the General FAQ topic overrides to call the new action. Ensure it retrieves results from the Knowledge articles and Code of Conduct sources. Check that responses are formatted appropriately for customer chats. Ensure that the associated action is configured correctly.

Lastly, verify that the agent is configured to escalate conversations to a live representative.

Deploy Agent and Transfer Conversations

Coral Cloud Resorts wants to add the Messaging service channel to its Experience Cloud site so guests can interact with the Coral Cloud Experience Agent. To ensure an exceptional guest experience, the resort needs you to configure the agent on the coral-cloud site. The setup must allow the guest to interact with the agent in the Experience Cloud site. This includes ensuring the necessary flows are set up, publishing updates, and activating all required components.

Confirm that the agent is activated and updated with the latest configurations. To transfer conversation from guests on the site to the Coral Cloud Experience Agent, the resort needs you to configure the inbound omnichannel flow, Route to ESA. Save and activate the updated flow.

In situations where the guests require human assistance, the org is equipped with the outbound omnichannel flow, ESA - Route to Queue. The Coral Cloud Experience Agent uses this flow to route escalations to a Messaging queue. Optionally include a message to inform guests about the transfer of the conversation to a human agent.

Note: Before adding the Embedded Messaging component to the coral-cloud Experience Cloud site, make sure you publish the site and the ESA Web Deployment embedded service. We're not checking this in the challenge, but it's critical to complete these steps before testing the agent with the site.