Create Two Employee Agents

Now it’s time to create a couple of agents and see how they look and function in the application. When setting up agents in your environment, you can start with just one agent or create as many agents as you need. For the next examples, you could combine functionality into a single agent, but for demonstration purposes you create them as separate agents.

Create a General Agent

The first agent your company asks you to create is an agent that engages and interacts with your employees in response to CRM data-related requests. This includes querying a record, drafting an email, summarizing records, updating records, and‌ more. To solve this, you decide to build an agent called General Agent.

After researching the available topics and their associated actions, you land on these topics.

• General CRM—though you have to customize it to remove one of the default actions
  
• Single Record Summary
  

Initial Agent Setup

1. In the Setup Quick Find, search for and select Agentforce Agents.
   
2. Click + New Agent. Note: If you don’t see the New Agent button, refresh the page.
   
3. Select Agentforce Employee Agent as the type.
   

4. Click Next.
   
5. General FAQ is selected by default. Click See Included Actions to view the included actions. For General FAQ, Answer Question with Knowledge action is associated. This is an action your agent won’t use, so you don’t need this Topic.
   
6. Deselect General FAQ by clicking Added since you want to associate a couple of other Topics after you create it.
   
7. Click Next.
   
8. Use these settings for the agent.
   

9. Leave everything else as is and click Next.
   
10. For now, Data Cloud and thus Data Libraries won’t be used. Click Create.
    
11. If a popup screen appears, click Let’s Go.
    

Add Specific Topics and Actions, Quick Test, and Activate

1. In Topics, click New and select Add from Asset Library.
   

2. Check the box next to General CRM and Single Record Summary, then click Finish. Both Topics are now associated with your agent.
   
3. Click General CRM which opens the Topic Details, showing the Topic Configuration.
   
4. Click This Topic’s Actions to view all of the actions associated with General CRM. You see Answer Question with Knowledge at the bottom, which uses Data Cloud. Since you don’t have Data Cloud enabled, you need to remove this action. To do this you must create a new version of the topic.
   
5. Click Topic Configuration.
   

6. Click New Version and click Save. Doing this allows you to add or remove actions. If you try to add or remove actions without creating a new version, your changes don’t save correctly.
   

7. General CRM is missing the globe icon because it’s now a copy of the Global Topic. Click General CRM, then click This Topic’s Actions.
   
8. Click the down arrow next to Answer Questions with Knowledge and click Remove From Topic. This change automatically saves.
   
9. In the Conversation Preview window, if you see a message stating You’re about to use Agentforce, click Got It.
   
10. In the Conversation Preview window, click Refresh.
    

11. In the Conversation Preview window, enter Tell me about Edge Communications. Note: Typically you run more tests than this prior to activating. The Batch Test button redirects you to the Testing Center from which you can run a larger test on this agent. For the purpose of this project, you don’t need to do that.
    
12. Read the information provided about Edge Communications.
    
13. In the upper right corner, click Activate. Note: If the Configuration Issues Detected popup appears, click Ignore & Activate.
    

14. Once activated, click the Back Button. Note: If a pop-up appears asking if you are sure you want to leave, click Leave. Don’t worry—your work has been saved.
    

Create a Task Agent

The second agent your company wants you to build is one that answers questions related to employees managing their time and workloads. This includes anything from managing pipelines and scheduling tasks to getting information about specific contacts or accounts for strategizing and managing deals. To solve this you decide to build an agent called Task Agent.

After researching the available topics and their associated actions, you land on the following topic.

• Manage Deals—this topic doesn’t include everything you want, but it’s a good start and you can modify it later.
  

Initial Agent Setup

1. In the Setup Quick Find, search for and select Agentforce Agents. You may already be on this page after building the previous agent.
   
2. Click + New Agent.
   
3. Select Agentforce Employee Agent as the type.
   
4. Click Next.
   
5. The General FAQ topic is selected by default. Click Added to deselect General FAQ since you’re not using the default topic and are associating a different topic after you create it.
   
6. Click Next.
   
7. Use these settings for the agent.
   

8. Leave everything else as is and click Next.
   
9. For now, Data Cloud isn’t used. Click Create.
   
10. If a popup screen appears, click Let’s Go.
    

Add Specific Topics and Actions, Quick Test, and Activate

1. In Topics, click New and select Add from Asset Library.
   
2. Check the box next to Manage Deals and click Finish.
   
3. In the Conversation Preview window, click Refresh.
   
4. To test in the Conversation Preview window, enter Create a task to call Edge Communications on Friday. Note: If you paste in the text and can’t press enter/return, click the Back button in the upper left, click back on the Task Agent, click Open in Builder, and try pasting it again and pressing enter/return.
   
5. Ensure that the agent creates the task and click Activate. Note: If the Configuration Issues Detected popup appears, click Ignore & Activate.
   
6. Once activated, click the Back Button. Note: If a pop-up appears asking if you are sure you want to leave, click Leave. Don’t worry—your work has been saved.