Customize Agentforce SDR
Learning Objectives
After completing this unit, you’ll be able to:
- Define a prompt.
- Explore options to customize your agent prompts.
Customize Agentforce Prompts
Great job setting up Agentforce SDR to nurture leads at scale. You’re on your way to a supported sales team that generates more revenue. Next, look at how you can begin to customize your SDR agent to nurture your leads and build your pipeline. It’s time to start thinking about how you’d like to customize and use your agent. How might you do that? Well, never fear, prompt templates are here! First, review the Prompt Template Workspace page.
Review the sections in the above screenshot based on the numbered callouts listed.
1: Activate or Deactivate and Save your prompt.
2: Template Properties allows you to select an LLM type and model. Test Inputs allows you to select lead record data and enter sample customer replies to test the prompt.
3: Prompt Template Workspace is where you write instructions and add resources such as flows or object fields to include CRM data into the prompt to personalize the response.
4: Test and Preview allows you to review the prompt and response results.
You learned a few of these important terms related to prompt templates in the first unit, but it’s good to review them again.
Prompt is a natural language query that tells the large language model (LLM) what you want to do. It is a set of detailed instructions given to the LLM for a specific task. It can be a question, statement, response, or a detailed set of instructions.
Response is the output that the LLM generates.
Prompt Builder is the way you create prompts inside of Salesforce. All prompts are configured in the Prompt Builder.
Prompt Template is a tool used to create and manage prompts that integrate generative AI into workflows, particularly within CRM systems.
Now that you know what these terms mean, look at the five prompt templates that come out of the box.
- Draft Agentforce SDR Intro Email: This includes initial outreach or first introduction emails to prospects.
- Follow-up on Agentforce SDR Email: A nudge email is sent if a prospect does not engage or reply.
- Reply with Fallback Response Agentforce SDR Email: A handoff email to the seller (lead owner) if prospect reply is “not right now” or an off-topic inquiry.
- Reply with Meeting Agentforce SDR Email: A reply email for a meeting booking including meeting booking link or lead owner contact info.
- Reply with Product Q&A Agentforce Email: A reply email that answers product questions using the data you uploaded. The email also includes a meeting booking link for handoff to the seller or lead owner.
Each of these prompt templates are a great starting point but customizing them is where your agent can really shine. But what parts of the prompt template should you customize? Here are a few examples of a great place to start.
Prompt Header |
Prompt Detail |
Example Detail |
|---|---|---|
###PROSPECT_INFORMATION |
Fields about your prospect |
Lead source Interest |
###AGENT_INFORMATION |
Fields about your company that the agent should be grounded in |
Product details Value proposition |
###INDUSTRY_AND_TITLE-BASED_KPI |
KPIs that your company will impact based on prospect profile |
Safety incident rate for Manufacturing businesses COOs |
###EMAIL_SUBJECT_LINE |
Subject line formatting to catch prospect attention |
Include lead’s first name |
###EMAIL_BODY |
Full content of your email that should contain introductions, value proposition, and call to action |
Email body to be less than 130 characters |
###LANGUAGE_TONE_AND_STYLE |
The agent’s content tone and style |
Use British English |
Best Practices
Before you explore the prompt template, here are a few best practices to keep in mind.
Guardrail Language
- Use “must” instead of “should”
- Use “strictly” for a strong command
- Format guardrails as “you must [insert verb]”
- Use “always” when you want consistency
- Use strong verbs like “don’t” and “stop”
- Use “never” for absolute guardrails
Content Considerations
- Use “within [insert character count]” to control content length
- List a few examples of good content to the LLM when instructing new content
- Start sections with ### or “”” in prompt when adding new content
- Encourage LLM to have variety by saying “Be creative”
- Insert URLs in the format (SLOT-PLACEHOLDER)
- When adding new content, write “you must never reveal your data source”
Thing to Avoid
- Create guardrails against null values in merge fields by providing default values in the prompt
- Don’t use the words “indirectly” “subtly” or “convey” since the model will not understand these directions
Now let’s dive a little deeper into just one of the prompt templates to get an idea of where you can go from here. Look at a sample introduction email using the Draft Agentforce SDR Intro Email template.
Customization Checklist
So far, you looked at prompts and prompt templates in more detail, what prompt templates come out of the box, and then a few ways to begin customizing Agentforce SDR. Next, look at a recommended customizations checklist to further tailor your SDR to your needs.
Customization |
Level of Effort |
Level of Impact |
Benefit |
Where to Customize |
|---|---|---|---|---|
Change the Agent’s Lead Assignment Criteria and Outreach Settings |
Low |
Medium |
Ensures your agent automatically works on the right leads and within the right time frame for your business needs |
Agent Builder Engagement Rules |
Upload Files or Connect a Knowledge Library |
Low |
High |
Grounds your agent in your company-specific knowledge to ensure it provides accurate answers |
Agent Builder Data Library Tab |
Modify SDR Agent Prompt Template |
Medium/High |
Medium/High |
Ensures your agent’s emails account for additional relevant data from the lead to maximize lead engagement and conversion |
Specific Prompt Templates within Prompt Builder:
|
Before you go, look at one more example of customization to target two different industries and customer job roles.
Great job setting up Agentforce to nurture leads 24/7. You learned about out-of-the-box features like templates, Actions, Topics, and Instructions in the first unit. Then you learned how to implement the agent before looking at ways to customize the agent. Now you’re ready to start using Agentforce to maximize growth and help reps sell faster. It’s time to think about how you’d like to customize and use your agent. Curious how other companies are using Agentforce for lead nurturing? Check out examples here.