💙 Build a FAQ Agentforce Service Agent in 7 Steps 💙 

Hi there! I'm Cat and I'm a Distinguished Service Cloud solution engineer at Salesforce - I specialize in all things Service, including Agentforce for Service!  One of my goals for the year is to create content that helps our customers and partners to master Agentforce, working in a free Developer Org so that anyone can follow along.  

I just released my first Master Class titled "Build a FAQ Agentforce Service Agent in 7 Steps". In this class, I'll walk you through the following in detail: 

1. Einstein & Data Cloud Setup 

2. Build your agent 

3. Create a Data Library with your knowledge content 

4. Create inbound and outbound routing flows 

5. Review your agent's permissions 

6. Setup a channel for your agent 

7. Deploy your agent 

When I started this, I thought it would take about an hour from start to finish, but the reality is closer to 2 hours - largely because the free Developer org doesn't have any Knowledge articles, isn't fully setup for Omni-channel, and doesn't have an Experience Cloud site setup.  

But don't let that deter you - if you like to get hands on and build but you just haven't had time to tackle Agentforce yet, this could be just what you need to get started!  Building a simple FAQ agent will provide a foundation for subsequent classes (which I promise will be much shorter!).  Check it out and let me know if there are specific topics you'd like to see addressed.  

In upcoming sessions, we'll add more topics to our agent, setup Customer Verification, use variables and filters, create a prompt to analyze the Conversation Sentiment and trigger that prompt to run automatically when the conversation ends, use the new multi-modal feature and more. 

I'll be posting new content here and on LinkedIn 

so join me there too! 

Sign up for your own Developer org at developer.salesforce.com/signup

You can find the course here: #Agentforce #Service Cloud #Hands-on Training