I have experience finding a related list in Agentforce. But this time, I created a Service Agentforce and tried to find related records for the Contact object, but an error kept appearing.
Here are the issues I’m experiencing:
- The Query Records (Beta) action doesn’t execute in the Service Agent.
- The Identify Record/Object by Name action doesn’t execute in the Service Agent.
- I created a prompt to retrieve Cases related to a Contact (the prompt preview showed no issues) and added it as a custom action. However, the action doesn’t execute. Even though I haven’t added any action instructing it to identify a Contact using an email address, it keeps asking for an email and then returns an error.
Could this issue be caused by the need for special permissions when querying records for the Contact object specifically, unlike other objects? Or is it because I’m using a Service Agent instead of the default agent, which might require additional permissions for record retrieval?
For reference, the user building and testing this agent is a System Administrator with full access to Contact and Case records.
Hello,
Each agent is tied to an "Agent User". That agent user will need to have profile and role-level permissions to access the needed objects and records. That may be the issue in your case.
In terms of Topics in general, some of the standard actions are specifically meant for the internal copilot and vice-versa; you should be able to tell based on how the descriptions and instructions are worded (i.e. if it mentions a customer or user). I would build this use case out as a custom action like you did, but for reference, The Service Agent doesn't support rich text today, so the list will come out in text format.