Turn On Your New SDR Agent

Learning Objectives

After completing this unit, you’ll be able to:

• Enable Agentforce SDR and create a User record for your agent.
  
• Grant access to and configure your agent.
  

Trailcast

If you'd like to listen to an audio recording of this module, please use the player below. When you’re finished listening to this recording, remember to come back to each unit, check out the resources, and complete the associated assessments.

In order to follow along with the steps in this module, you need the proper permissions to use Agentforce. Don’t try to follow these steps in your Trailhead Playground. Agentforce isn’t available in the Trailhead Playground.

Enable Supporting Features for Agentforce SDR

In order to successfully get the SDR agent up and running, there are some other services that must be enabled. Go ahead and look at how you do that.

1. Click the gear icon and click Salesforce Go. This opens up the Salesforce Go home page in Setup. Alternatively, if you’re already in Setup, use Quick Find to search for and select Salesforce Go.
   
2. Scroll down to the Get Started with Agentforce section and click Set Up on the Agentforce for Sales card.
   

3. Click Turn On to enable Agentforce in your org.
   

4. Click Confirm. It may take a few moments for Agentforce to activate. Once enabled, Agentforce automatically makes sales-related agents available for setup. For example, Agentforce for Sales currently includes two agents: Sales Coach and SDR Agent. After activation, these agents become accessible from this page.
   
5. Toggle on SDR Agent | Inbound Nurturing.
   

6. Click Confirm in the dialog box. It may take a few moments for the agent to activate. Once enabled, the setup steps you need to complete become available. As shown, one of four required steps—turning the agent on—is now complete. Your agent is now enabled and ready for set up.
   

With the Salesforce Go guided setup, it’s easy to turn on all of the required supporting features at once versus having to individually turn each feature on. Turning on these features lays the groundwork for your agent to do its job. If any of the features in the list were already enabled, you'll see a check next to them.

Great job! Turning on Agentforce SDR lets you create an agent user record, assign its permissions, and configure the agent in Agentforce Builder.

Grant Users Access to the Agent

To assign leads to your agent and see the agent’s activity, members of your sales team need certain permissions. Go ahead and take care of that now.

1. In the SDR Agent | Inbound Nurturing setup area within Salesforce Go, click Manage next to Manage User Access.
   

2. This opens the Manage SDR Agent | Inbound Nurturing User Access page. The Configure Agentforce SDR Agent tab is currently selected. Click the Recently Viewed dropdown and select All Users.
   
3. From the list, check the box next to YOUR NAME.
   

4. Click Assign. You have now granted yourself the ability to configure the agent.
   
5. Click the Use Agentforce SDR Agent tab.
   
6. Click the Recently Viewed dropdown and select All Users.
   
7. From the list, check the box next to YOUR NAME.
   

8. Click Assign. You have now granted yourself the ability to use the agent. You have already been pre-assigned the Data Cloud Admin permission set, so you do not need to worry about assigning that permission to yourself now.
   
9. Click Done.
   

Create an SDR Agent User

Because your agent acts like a user in your org, you need to create a user record for it.

1. From Setup in the Quick Find box, type Users.
   
2. Click Users and then click New User to create a new user record for the agent. This will be the new user for the SDR agent itself, not your Admin, Seller, or Manager.
   
3. A new tab opens allowing you to create a new user. Populate new user fields per your company’s preferences. User License and Profile need to be populated as follows:
   
   • User License: Einstein Agent (This determines which profiles are available for the user.)
     
   • Profile: Einstein Agent User (This specifies the user’s minimum permissions and access settings.)
     

4. Click Save. Your agent’s user record has been created.
   

Assign Permissions to the SDR Agent User

To do its work in your org, the agent needs some permissions assigned to it. You assign the permissions to the user record you created for your agent.

1. In the Quick Find box, type Permission Sets. Note: Permission Sets may be visible from your previous search of Users, if so, you can skip this step.
   
2. Click Permission Sets and from the list find and click Agentforce SDR agent.
   
3. Click Manage Assignments.
   

4. Click Add Assignments.
   
5. Check the box next to SDR Agent (do not assign this to yourself), click Next, click Assign, and click Done.
   

Add the SDR Agent to Einstein Activity Capture

Next, add the SDR agent to Einstein Activity Capture (EAC). EAC lets your agent access its inbox using your email application and ensures its emails are captured in Salesforce. This gives you direct visibility into all of your agent’s activities. The agent uses EAC when generating outreach and reply emails.

1. In the Quick Find box, type Einstein Activity Capture.
   
2. Click Settings under the Einstein Activity Capture heading.
   

3. An Einstein Activity Capture tab opens, allowing you to configure and set up the syncing of sales reps’ emails and calendars with Salesforce. Click Add Contact and Event Sync.
   

4. Select your Email and Calendar services and click Next.
   
5. Select the user connection preference and click Next.
   
6. Enter a name and optional description for this new EAC configuration and click Next.
   
7. Verify all the Sync Settings are customized based on your company’s specifications. Please note that email sync is required for Agentforce SDR. Click Next.
   
8. Verify all the Advanced Settings and customize based on your company’s specifications.
   
9. On the EAC Add Users and Profile screen, move the SDR Agent user you created from Available to Selected list, and click Next.
   

10. Click Finish.
    

You have now configured Einstein Activity Capture to work with your chosen email and calendar services. You should see a box that confirms that the Email Configuration is successfully created.

Connect Sales User Email Accounts to EAC

To let sellers view, edit, reschedule, or cancel SDR agent emails from the Activity Timeline of leads, you need to ensure each seller has connected their email account in their Salesforce user profile.

1. From the seller’s Personal Settings, they can click Email and Calendar Accounts.
   
2. Click New Account.
   
3. Click Connect Account.
   

4. Read the terms and click Next.
   
5. Select the email and calendar service used by your company.
   
6. Select the checkboxes for Email and Calendars.
   
7. Click Finish.
   

Great job! Now you have Agentforce for Sales Development fully enabled. In the next unit, you configure, activate, and customize your SDR agent.

Resources

• Salesforce Help: Set Up Agentforce SDR
• Salesforce Help: Enable Agentforce SDR
• Salesforce Help: Create an SDR Agent User
• Salesforce Help: Grant Sales Users Access to Agentforce SDR