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 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:

  1. The Query Records (Beta) action doesn’t execute in the Service Agent.
  2. The Identify Record/Object by Name action doesn’t execute in the Service Agent.
  3. 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.

2 answers
  1. Today, 12:24 AM

    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.

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Has anyone built an agent to help speed up configuration changes or for testing?  

For example, could an agent add a new field to an object? Could an agent be built to do some QA work to remove that from our humans? If anyone has any resources that would help me look into this, I would appreciate it. 

2 answers
  1. Today, 12:20 AM

    The Copilot/Agent Builder capabilities appear to be for more business facing roles at the moment (Service Agent, Sales Rep, Customers).  However, there are a few handy back-end GenAI assistant capabilities that can be utilized, such as: 

     

     

    Here is a list of all Salesforce's GenAI features: 

    Einstein Generative AI Features

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Hello. 

Have you ever encountered the error message “Looks like you don't have access to IDENTIFY_RECORD_BY_NAME.” while building a Service Agent? I created an action to retrieve the Case associated with a specific Contact, and created and granted a Permission Set that gives the Service Agent's User CRUD permissions on the Case, Contact object. How can I resolve this error? 

 

 

스크린샷 2025-02-18 105427.png

 

 

2 answers
  1. Today, 12:01 AM

    Hi- make sure the agent user's role has the right sharing rules to be able to view the contact/case records as well. Just giving access via the profile level doesn't appear to work.

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I am having an issue with the standard agent and the SDR agent being able to access the Data Library. Every time it uses the AnswerQuestionsWithKnowledge action it finds no results. My Service Agent works fine and finds the articles. This has just been happening with the Spring release. It feels like there is a permission issue so what permissions do I need to grant and to which user do I need to grant them to in order for my agent to respond to answers from my data files? 

2 answers
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1 answer
  1. Feb 18, 10:40 AM

    Hi @Chandra Shekhar

     

    To create a dynamic URL that redirects to another URL via a link or button in the Agentforce conversation screen, you can leverage custom Apex in a flow to dynamically generate the content. This approach allows you to call a Visualforce page and pass a parameter provided by the user.  

    You can follow these steps:

    1. Create an Invocable Apex Class: This class will handle the logic for generating the dynamic URL.
    2. Use Omni Flow: Build the flow to call the Invocable Apex class and pass the necessary parameters.
    3. Render the Button or Link: Use the output from the Apex class to render a clickable button or link in the Agentforce conversation screen.

    For further reference, please refer to below resources 

    https://developer.salesforce.com/docs/einstein/genai/guide/get-started-agents.html

     

    https://www.apexhours.com/how-to-call-invocable-method-from-flow/

     

     

     

    Thanks!

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I have created an Agent Action that invokes a Flow to create a record.  In my development of this, I had to go back in and add some additional outputs in the flow, but when I go to the Action that references it, it does not give me a way to edit it and add the new outputs to the action.

2 answers
  1. Feb 21, 12:57 PM

    Yes, I have been able to use the action as it is with a topic successfully.  I want to be able to go in and update the action with some new outputs that I added in the Flow (it is a flow based action if that helps). 

    The new version of the flow is activated, but when I go to the action, I don't see a way to add the new outputs? 

    If I create a brand new action (which is a pain as I have to reenter all the previous items all over) the new outputs show up fine.

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We are using Answer Questions with Knowledge action to answer user questions. This standard action is invoking in the agentforce agent but

Output: {

  "knowledgeSummary": ""

}

 

Even I have assigned permission sets to me & agent user: Einstein Copilet for Salesforce User, Service - Knowledge Access

6 answers
  1. Yesterday, 12:44 PM

    I had the same issue and I resolved it in the following way, for an agentforce of type "Service Agent", I enabled Data cloud to enable the actions of including knowledge articles in the agent.  

     

    On the other hand, it is necessary to create a data library that you will reference in the agent builder.

    Screenshot 2025-02-20 at 13.43.53.png

     

     

    Finally, make sure that the user being used in the agent has the PSG assigned:

    AgentforceServiceAgentUserPsg. Otherwise you may experience some problems with the KnowledgeSummary output.

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