Grant Access and Use the Agents

Grant Access to the Agents

With Agentforce for employees, you have control over who can access which agents. You can do this either by creating one or more permission sets, or by setting access within profiles. If you don’t grant access, even as the system administrator, you’re not able to use the agents you create. Your company wants you to create a permission set.

1. In the Setup Quick Find, search for and select Permission Sets.
   
2. Click New.
   
3. For the label enter Grant Agent Access and the associated API Name appears as Grant_Agent_Access.
   
4. For the description enter This grants access to the active Agentforce for employee agents.
   
5. Click Save.
   
6. Within the Apps section, scroll down and click Agent Access.
   
7. Click Edit.
   
8. You see a list of all active Agentforce for employee agents. Select General Agent and click Add, right arrow, to add it to the Enabled Agents section. Repeat this for Task Agent.
   

9. Once both General Agent and Task Agent are in the Enabled Agents section, click Save.
   
10. Click Manage Assignments then click Add Assignments.
    
11. Check the box next to your name, click Next, click Assign, and click Done. You now have access to both agents.
    

Use the Agents

Once you grant access to the agents, you can use the agents. Jump in and try out both of them.

Use the General Agent

1. Click to open the App Launcher, then search for and select Sales. This redirects you to the Sales app.
   
2. Click the Agentforce icon at the top right. This displays the Agentforce window.
   

3. Click the General Agent dropdown arrow. You see a Select Agent box displaying the agents you have access to. If you aren’t assigned any agents, you don’t have the Select Agent option, and if you have access to even more agents, you see them all in this list.
   

4. You can select which agent you want to use. Keep General Agent selected and click Select.
   
5. In the General Agent window, enter Tell me about Sofia Rodriguez.
   
6. Note: A selection box may appear since there’s both a user and a contact with the name Sofie Rodriguez. If a box does appear, select the Contact and click Submit.
   

7. Read through the summary of Sofia’s contact record, then click Sofia Rodriquez. This opens her contact record to the left of the Agent, allowing you to review additional information about her.
   
8. Because of her interest in Adventure Activities, you decide to send her an email inviting her on an upcoming Biking Expedition in a couple of weeks. In the General Agent window type, Generate an email inviting Sofia on a Biking Expedition in two weeks.
9. Read over the generated email, click the down arrow next to Copy Draft, and click Send Email.
   
10. An email window appears, allowing you to modify the email—feel free to adjust it, then click Send.
    
11. From Sofia’s contact record on the left, click Activity. You now see the Invitation Email that you just sent.
    

Use the Task Agent

1. Click the General Agent dropdown arrow. Select Task Agent from the list, and click Select.
   
2. In the Task Agent window, enter: What are my open opportunities?
3. You see the first three with the option to view more. Click View More. This opens the full list of open opportunities.
   
4. In the list find and click Grand Hotels Kitchen Generator. This opens the Grand Hotels Kitchen Generator opportunity record and displays the Activity page. From this page you can manually schedule new tasks, log a call, and draft an email. The task agent can handle all three of these tasks for you. Note: You also see New Event as an option but this Topic isn’t set up to schedule events—if you ask the agent to schedule an event it will schedule it as a task.
   
5. In the Task Agent window, enter: Log a call that I had with Tim Barr at Grand Hotels Kitchen Generator regarding scheduling a follow up meeting to meet with all of the decision makers.

6. The agent shows that the call was logged. Click Refresh on the Activity page to see the logged call. Note: If you don’t see the logged call, click Grand Hotels Kitchen Generator from the Related To line in the message provided back by the agent.
   
7. In the Task Agent window enter Create a task under Grand Hotels Kitchen Generator to Send a Conference Quote to Tim Barr three days from today.
8. Click Refresh on the Activity page to see the logged task.
   

You successfully created two Agentforce for employee agents—congratulations! You can further test one or both of the agents you created. You might find that sometimes they don’t return what you expect. When that happens, look at their associated topics and actions to ensure what you’re trying to accomplish is possible. You might have to add more topics, modify topics, add actions, or create actions from scratch.

Using Your Agents in Slack

You can use any Agentforce for employee agents you create in Slack. This requires additional setup work and a Slack environment, and isn’t covered in this project. You’re welcome to use the same developer edition org you’re in now to complete these two Trailhead badges.

• Connect Your Agentforce Org with Slack
  
• Agentforce Configuration for Slack Deployment
  

There’s a General Slack topic that you can add to both the agents you created above. This provides your agents additional abilities within Slack including:

• Creating a Slack canvas.
  
• Updating a Slack canvas.
  
• Looking up a Slack user.
  
• Searching Slack.
  
• Sending a Slack Direct message.
  

This topic isn’t required in order to use agents in Slack, it just provides agents additional Slack actions. Once you get Slack and the connection created, you can make both the General Agent and Task Agent you created available in Slack.

The following steps are not required to complete this project and earn the associated badge. They are provided so once you complete this badge and the two badges referenced above, you can make both the General and Task Agents available in Slack. If you attempt to complete these steps without completing the badges above first, you won’t be able to.

In both the General Agent and Task Agent, add the connection to Slack via an API.

1. From Setup, search and click Agentforce Agents.
   
2. Click General Agent.
   
3. Click Open in Builder. It is ok to add the connection while the agent is active, so you can keep the agent active.
   
4. Click Connections.
   
5. In the Connections section of Connections, click Add. Yes Connections within Connections does sound redundant.
   
6. In the Connections drop down, select API.
   
7. For Integration Name, enter SlackGeneralAgent.
   
8. In the Connected App box, search and select Slack. If you see more than one Slack in your search, select the first one.
   
9. Click Save.
   
10. Repeat steps, 2 - 9 for Task Agent, and use the Integration Name of SlackTaskAgent.
    

In your Slack environment approve the request for both the General Agent and the Task Agent.

1. From the Home tab of your Slack environment, click the down arrow next to your workspace name.
   
2. Hover over Tools & Settings and click Manage Agentforce. Here you see the requests for both the General Agent and the Task Agent.
   
3. Click Review next to General Agent and click Allow.
   
4. Check the box next to your workspace name, and click Add to 1 Workspaces.
   
5. Repeat steps 3 and 4 for Task Agent.
   

Use your now available agents in Slack.

1. Go back to your main Slack workspace, not the admin view you may currently be in.
   
2. Click the Agentforce icon .
   
3. You now see the General Agent, Task Agent, and TH Product Speciality agent that you can choose from.
   
4. You can now use both agents. You may have to tweak them to do what you want, so don’t hesitate to do some experimenting.