Configure and Activate Your Sales Coaching Agent

Now that you’ve done all of the prework, you’re ready to create, configure, and activate sales coaching. Let’s get started.

1. From the Agentforce Sales Coach Setup page, in the Step 4 Configure and Activate Your Sales Coach Agent, click the Go to Agent Builder button.
   

2. A new tab opens where you can select the agent you want to create. Within the Agent Builder, select Agentforce Sales Coach and then click Next.
   
3. In the Review Topics section, ensure all available topics have been added. Click Next.
   
4. In the Define Settings section, populate the fields as follows:
   

• Name: Sales Coach Agent
• API Name: Sales_Coach_Agent
• Description: A Sales Coach Agent gives sales reps personalized sales coaching for the opportunity they’re working on.
  
• Role: You are a digital Sales Coach Agent who gives sales reps personalized sales coaching for the opportunity they’re working on.
• Company: Acme is a B2B provider of cutting-edge, energy-efficient IT hardware and networking equipment designed to reduce energy consumption and support sustainability without compromising performance.
• Agent User: Select Sales Coach Agent from the list.
  
• Check the Enrich events logs with conversation data box.
  
5. Click Next.
   
6. In the Select Language and Tone section, leave the default settings as is, and click Next.
   
7. In the Select Data section, leave it blank, and click Create. Keep this tab open–you use it in the next section.
   

Personalize the Sales Coaching Agent

Congratulations! You just created a sales coaching agent with Agentforce. Great work! Before you try it out, you need to make a few modifications to the out-of-the-box topics. Let’s go ahead and personalize it now.

1. Within the Agent Builder, in the Topic Details section, click Sales Coach Agent: Negotiation/Review Role-Play.
   

2. At the bottom of the Topic Details section, click New Version.
   
3. Click the right-facing arrow to expand the Topic Configuration.
   

4. Replace the existing content with the following content:
   

• Classification Description: Role-plays related to deals in the negotiation stage where you are a prospective buyer going through an evaluation, whose team has just seen a demonstration leading up to conversation. You are speaking with a Sales Executive on topics related to your evaluation such as the impact on reducing carbon footprint, competitive offerings, pricing, and other contract terms, such as contract length, units, services, and more.
• Scope: Your only job is to negotiate with the user, who is a Sales Executive, while roleplaying as a disgruntled and skeptical prospective buyer. You are attempting to get the best deal for your company by questioning the efficacy of the products and services being sold, plus negotiating the terms of the deal, such as contract term length, units, price, or other benefits and add-ons, presenting counteroffers and focusing on numbers and facts and resisting attempts by the Sales Executive to change the terms of the deal in a way that would be more costly to you and your company. Regarding how the products and services being sold will help with the reduction of your company's carbon footprint, express disappointment if hard statistics, customer use cases, and specific examples of benefits aren't immediately brought up and question why the sales executive does not have them prepared for the call.
  
• Find the Instruction field that starts with “When asked to start the negotiation…” and replace with: When asked to start the negotiation, always respond first to the Sales Executive with "Hi, I'm glad we were able to schedule this time today. Really hoping we can find some ways to strengthen the business case, clarify the ROI, and ultimately make this deal more attractive for us." Make sure to acknowledge the product demonstration that previously took place in the evaluation. If you have already said this in the conversation history, then do not repeat yourself.

5. Click Save.
   
6. From the Topics list, click Sales Coach Agent: Negotiation/Review Role-Play.
   

7. Click This Topic’s Actions tab. Click New and Add from Asset Library.
   
8. In the Search actions box, type: negotiation.
   
9. Click Sales Coach Agent: Give Feedback on Negotiation/Review Stage.
   
10. Click Ok or Leave, depending on what you are shown, to leave the builder.
    
11. In the Reference Action section, click the open in new window icon.
    

12. A new tab opens, showing you the Prompt Template associated with this action. In the Preview, click Test Inputs.
    
13. In the Transcript field add: Thanks for confirming your leadership team has endorsed this deal. I'm glad we were able to come to terms regarding a substantial discount in exchange for a longer term deal. I know you were hoping for a service package to be included in the contract, but I'll need to go back to my team to see if we have any wiggle room there. Thank you again for the time and keep an eye out for an email from me later this evening. Thanks!

14. In the Object field, enter Edge and select Edge Emergency Generator.
    
15. Click Preview and review the response.
    

16. Click the Save As dropdown and select Save as a New Version.
    
17. Within the Prompt Template Workspace, find <NEGOTIATION QUESTIONS>. You need to scroll up to find the section. Do not delete <NEGOTIATION QUESTIONS> as this reference point is used in the prompt in multiple places. Copy and paste the following questions under the questions already listed there:
    

• Have you confirmed the customer understands how our products will help reduce their carbon footprint?
• Have you made sure to inform the customers of our upcoming product release that existing customers will get access to for a significant discount?

18. From the Preview Language list, select English.
    
19. Click Test Inputs. Nothing appears to happen, but it does grab the information from the Test Inputs section on the right. If you don’t click Test Inputs you may see placeholders in the Resolution and Response boxes.
    
20. Click Save & Preview. Review the response and note the differences after adding a few questions.
    
21. Click Activate. The updated action has now been activated.
    

22. Click the back button, left arrow, in the upper left corner to close out of this Prompt Template and get back to Setup.
    
23. In the Quick Find box, type Agents, and click Agents.
    
24. Click Sales Coach Agent, then click Open in Builder.
    
25. Click Activate. Your Sales Coaching Agent is now active and ready to use!
    
26. Click the back button, left arrow, in the upper left corner to close out of Agent Builder and get back to Setup.
    

Using Sales Coaching

You’ve made the necessary adjustments to suit your company’s needs. It’s now time to test out sales coaching.

1. Click the App Launcher. Enter Sales in the search bar and select Sales.
   
2. From the Sales app, click the Opportunities tab.
   
3. Change your List View from Recently Viewed to All Opportunities.
   
4. Select Edge Emergency Generator from the list. If more than one is appearing, choose the one that says Prospecting for the stage.
   

You can still earn this badge without completing the remainder of the steps as we will not check if you practiced your pitch or if you practiced negotiating by role playing. We still highly recommend you do it, so you can see your Sales Coaching Agent in action. We’ve included screenshots in future steps so you can see what happens when you use the tool.

Practice Your Pitch

Get ready to practice your pitch with a qualified opportunity. As you use your video and audio to capture your pitch, you get to rewatch your pitch to see what you look like and how you sound giving the pitch. You also get feedback showing you areas where you performed well and areas for improvement. You have five minutes to complete your pitch, you can start over as often as you want, and you can try again as many times as you need.

1. Click Qualification and select Mark Stage as Current Stage to change the stage from Prospecting to Qualification.
   
2. Your Sales Coach Agent is located on the right just above the Related lists. Click Start to launch the agent.
   
3. The Practice Your Pitch screen appears. Click Enable Microphone and Camera and select which microphone and camera you want to use when presenting. There can be additional security popups that appear.
   

4. To test this feature out, next you recite a pitch and receive feedback from the coach. (Note that currently the sales coaching agent can only interpret and provide feedback in English.) We've provided an example to help you get started. Read our script to get an idea of what to include in a pitch, then repeat it in your own words (or repeat it as is, your choice). Once you’re ready to test, click Start, then Start Recording, and then recite your pitch. When you’re finished, click End Practice.
   

Hi, I’m [insert your name here] from Acme, and I’m excited to connect with Edge Emergency Generator.

As a leader in manufacturing mobile generators, you’re likely focused on boosting efficiency and meeting sustainability goals—two areas where Acme excels. Many manufacturers face challenges like high energy costs and outdated IT systems that hold them back. Our energy-efficient hardware and networking solutions cut energy consumption, reduce operational costs, and help meet sustainability targets—all while improving performance.

With rising energy prices and growing pressure to go green, now is the perfect time to act. Many of our clients see a return on investment in just two years. I know you’re likely weighing alternatives, but Acme stands out by combining top-tier tech with deep sustainability expertise.

We’ve helped numerous companies in your industry overcome similar challenges and achieve significant improvements. For example, one of our clients reduced their energy costs by 30% and improved their production efficiency by 25% within the first year. I believe we can do the same for Edge Emergency Generator.

Can we schedule a quick call to explore how we can help Edge Emergency Generators achieve its goals?

5. If you read through the script too quickly or you don’t provide a minimum length of content, Agentforce Sales Coach might ask you to try it again. If you meet the minimum requirements, a screen will appear, allowing you to playback your recorded pitch. If you do not like the pitch and want to start again you can click Start Over.
   

6. Click View Feedback to view the Agents feedback on your pitch. The Review Your Feedback report isn’t stored with the opportunity. So if you want to keep the feedback, click the Copy Feedback button at the top and then paste it where you’d like. Click Done when you’re finished.
   

7. You can repeat this practice pitch as much as you’d like by clicking Try Again.
   

Practice Negotiating by Role Playing

This works differently from practicing your pitch as you will have a back and forth conversation with your sales coaching agent who will play the part of a prospective buyer. Their goal is to get the best deal for their company. The coaching agent responses depend on the description, scope, and instructions in the Sales Coach Agent: Negotiation/Review Role-Play topic. You have up to five minutes from when you click the start button to complete the interaction and you must go back and forth a minimum of three times in order for you to be able to get feedback. This currently only works for English and you can try it as many times as you want. We have provided some suggested talking points for the conversation, but you can improvise as you go.

1. Make sure you are viewing the Edge Emergency Generator opportunity. Click Negotiation/Review and select Mark Stage as Current Stage to change the stage from Qualification to Negotiation/Review.
   
2. Your Sales Coach Agent is located on the right just above the Related lists. You will see the Coach is now suggesting you do a role play to prepare for the upcoming negotiation. Click Start to launch the agent.
   
3. The Role Play with Your Sales Coach Agent screen appears. If necessary, click Enable Microphone and Camera and select which microphone and camera you want to use when presenting. There can be additional security popups that appear. If you just completed the previous steps above, your microphone and camera may already be enabled.
   

4. Take a moment to review the following script before beginning the exercise.
   

As a reminder, you work for Acme, who is a B2B provider of cutting-edge, energy-efficient IT hardware and networking equipment designed to reduce energy consumption and support sustainability without compromising performance.

Negotiation Talking Points

You are welcome to use the following or modify it as you see fit. This reflects just your responses to the agent. The agent will always start the conversation.

Benefits of Your Product

• Our energy-efficient hardware reduces the heat output, leading to lower cooling requirements and energy consumption. You can even implement power management by setting your devices to automatically turn off when idle which will significantly reduce energy consumption.
  
• By using less energy, your company will rely less on carbon-intensive power plants, reducing greenhouse gas emissions and contributing to a smaller carbon footprint.
  

Customer Value

• We’ve helped multiple customers reduce their carbon footprint by up to 10% by using our hardware and implementing our power management best practices.
  

Customer Story

• A recent customer Grand Hotels Emergency Generators replaced all of their existing IT hardware with our energy-efficient hardware. This reduced their energy consumption by 15% immediately. After adopting our power management best practices they then saw a further reduction of 10% of their original consumption for a total of a 25% reduction. In doing this they’ve reduced their overall carbon footprint by 10%. This overall has saved them $10,000 per year in energy costs alone.
  

Pricing & Discounting

• The cost to transform one of your stores is $35,000.
  
• If you were to include all 5 of your locations, we could bring the cost per store down to $30,000.
  
• We can include free power management training sessions for your teams. That is an additional cost saving of $2000 per store.
  

5. Review the talking points above, and once you are ready, click Start.
   
6. The agent, acting as the customer, will start the conversation and may or may not ask you a question. Once you are ready to respond, click Speak. You can use something like the following:
   

Hi, thanks for the time today. Did you have a chance to review the proposal I sent for our IT hardware and networking equipment? Is there something specific you would like to start off with?

7. The Speak button changes to a Listening button. When you are finished speaking, hover over Listening, it changes to Done Speaking, and click Done Speaking.
   
   
8. The text transcript of what the system captured you said appears, and the agent provides a response based on what you said. Review the customer’s response, and you are ready to respond, click Speak.
   

9. When you are finished speaking, hover over Listening and click Done Speaking
   
10. The text transcript of what you said appears, and the agent provides a response to what you said.
    
11. Repeat steps 8 - 10 until you come to an agreement or the five minute time limit runs out. Remember you need to have at least three back and forth responses with the coaching agent to get feedback.
    

End Role Play and View Feedback

12. Once you’ve completed your third response, you can either continue on, assuming you haven’t hit the five minute time limit yet, or you can end the role play and review feedback. When you are finished, click End Role Play.
    

13. Click View Feedback to view the Coach’s feedback on your negotiating / review role play. Now Coach is using the transcript from the role play you just completed, the instructions in the feedback prompt for stage: Negotiation and with an LLM, is generating feedback on how your practice negotiation went.
    
14. Keep in mind the Feedback isn’t stored with the opportunity. So if you want to keep the feedback, click the Copy Feedback button at the top and then paste it where you’d like. Click Done when you’re finished. You can repeat this role playing as much as you’d like by clicking Try Again.
    

Great work! You just created a sales coaching agent that can help you practice your pitch and role play negotiating with your customer. These are just a couple of the ways that Agentforce sales coaching can help you excel in sales.

Resources

• Salesforce Help: Sales Coach Agent Overview
• Salesforce Help: Ethical Guidance for Agentforce Sales Coach
• Salesforce Help: Considerations for Using Agentforce Sales Coach