Enable and Customize a Copilot

Learning Objectives

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

• Enable Agentforce.
  
• View, edit, and customize an assistant.
  
• Describe each element of the Agent Builder.
  
• Define the assistant’s language settings.
  
• Add or remove actions from an assistant.
  

Prepare to Leap Into the Future

Before Linda embarks on the setup for Agentforce, let’s stop and appreciate this groundbreaking moment. Linda is about to boldly go where no Salesforce admin has gone before—into the world of AI-powered agents. Sadly, she can’t teleport there, but she can fire up Salesforce and navigate to Setup where her journey begins. Prepare for warp speed!

Enable Agentforce

In this module, we assume you are a Salesforce administrator with the proper permissions to take these actions. If you’re not an administrator, that’s OK. Read along to learn how your admin would take the steps in a production org. Don't try to follow these steps in your Trailhead Playground. Agentforce isn't available in the Trailhead Playground.

OK, let’s help Linda get started with Cloud Kicks’s assistant. Wouldn’t it be nice if she could enable her new AI agent for Salesforce with the click of a button? Well, as a matter of fact, she can!

To enable Agentforce:

1. Make sure the Einstein generative AI setting is enabled in your organization.
   
2. From Setup, enter agent in the Quick Find box, then select Agents.
   
3. Turn on Einstein Copilot for Salesforce.
   

If you don’t see Agents in Setup, you might not have a license for the feature. Contact your Salesforce account executive for more information.

That’s it! Behind the scenes, Cloud Kicks’s assistant is being prepared. Linda waits a few short moments, and then voila! The assistant is ready.

View and Edit the Agentforce Details

When the assistant is ready, the Agents page refreshes to display a list view, and Linda sees Einstein Copilot in the list. The assistant is currently inactive, so Cloud Kicks’s employees won’t be able to use Agentforce until Linda gives her users access to the feature and activates the assistant.

From the assistant’s list view, Linda clicks the assistant’s name to view and edit it.

The Agentforce Details

Linda notices four tabs on the assistant details page: Details, Actions, System Messages, and Language Settings. She clicks each tab to explore her new AI agent and get familiar with the different elements of the assistant.

Here’s what Linda can do from each tab on the assistant details page.

• Details: Edit the name and description of the assistant and enable enriched event logs.
  
• Actions: View the list of actions assigned to the assistant.
  
• System Messages: Define how the assistant greets users at the beginning of a conversation and what to say if a system error occurs.
  
• Language Settings: View the settings that define the language and style of the assistant’s conversational responses.
  

Enable Enriched Event Logs

While Linda is viewing the assistant’s details, she decides to learn a little bit about event logs.

Event logs capture all of the events in an assistant conversation to help admins test and troubleshoot the assistant. By default, the event logs don't contain conversation data, such as end-user or assistant messages, but enriched event logs do. We recommend enabling enriched event logs to view all assistant conversation activity in one place. Event logs are stored for 7 days.

To enable enriched event logs:

1. From the assistant details page, select the Details tab.
   
2. Click the Edit icon next to Enrich event logs with conversation data, and then enable the setting.
   
3. Click Save.
   

Linda’s Game Plan

Now that she’s reviewed the assistant’s details and enabled enriched event logs, Linda is eager to dig in and start customizing her new AI agent. She wants to understand the process for adding and removing actions from topics, and she’s curious about how to change the language settings. She also wants to test the performance of the assistant and find out how to troubleshoot interactions with users.

To tackle all the things on her assistant to-do list, she needs to open the assistant in the Agent Builder.

Launch and Explore the Agent Builder

To launch the Agent Builder and start customizing the assistant, Linda just has to click Open in Builder at the top of the Einstein Details page.

The assistant opens in the Builder, and Linda realizes there’s a lot she can do there. It’s a completely unfamiliar environment to Linda, so let’s give her a quick tour of the Agent Builder UI.

Here’s a description of each UI element and what it does.

1. Topics: Opens the Topics panel, which lists all the topics in the assistant. To see or modify a topic’s details, click on the name.
   
2. Actions: Opens the Actions panel, which lets you view the actions assigned to the assistant and add or remove actions.
   
3. Language Settings: Opens the Language Settings panel, where you can define the conversational style of the assistant.
   
4. Event Logs: Helps you monitor and troubleshoot the assistant’s conversation activity.
   
5. Conversation Preview Panel: Lets you simulate a user’s conversation with the assistant by entering instructions or requests in the chat window the way a user might, and then evaluate how the assistant performs.
   

That was a brief introduction to help Linda get her bearing—we walk through the process of using the Agent Builder momentarily.

Customize the Assistant

Now that she knows her way around, Linda is ready to start customizing the assistant. First she adjusts the language settings; then she learns how to add and remove actions from a topic.

Edit the Language Settings

Currently, Agentforce is English-only, so Linda can’t specify a different language for the assistant. But she can change the Tone setting, which defines the assistant’s conversational style. By default, the tone is set to Casual. The other options are Formal or Neutral.

Linda doesn’t want the AI agent for Cloud Kicks to be too casual or too formal, so she decides to use the Neutral tone setting.

To edit the language settings:

1. Click Language Settings .
   
2. From the Tone dropdown, select Neutral.
   

When Linda starts testing her assistant in the next unit, she can decide whether she likes the conversational style of the assistant’s responses. If not, she can experiment with one of the other Tone settings.

When customizing your own assistant, choose a tone setting that reflects the brand and personality of your company.

Add or Remove Actions from a Topic

In the previous unit, you learned that an assistant is made up of topics containing groups of actions, and actions are how an assistant gets things done. By default, an assistant includes a set of standard actions and topics provided by Salesforce. You can add or remove actions from your topics in the Agent Builder as long as your assistant is currently inactive.

Linda eventually wants to use all of the standard actions available in the assistant, but she doesn’t currently need the Answer Questions with Knowledge action. Cloud Kicks has a knowledge base, but since she’s only piloting the feature with sales reps for now, she removes the action. She’ll re-add it when she’s ready to configure Agentforce for use by her service agents.

To add or remove actions:

1. Click Topics .
   
2. Click on the name of the topic for which you want to add or remove an action.
   
3. On the Topic Actions tab, review the list of actions currently assigned to the topic.
   
4. From the dropdown menu next to the Answer Questions with Knowledge action, click Remove from Topic.
   

When Linda is finally ready to deploy the assistant to Cloud Kicks’s service agents, she can add the action back to the topic. All she has to do is edit the topic to show all the available actions in the library. Then she can select the Answer Questions with Knowledge action and click Finish.

Linda is relieved that customizing the assistant was a breeze! And she can congratulate herself for taking the first small step toward Cloud Kicks’s AI transformation.

Keep the Momentum Going

Linda has made a ton of progress, but Cloud Kicks’s new assistant isn’t quite ready for primetime. First she needs to test, test, and test some more to ensure a good experience for her assistant users on desktop and mobile devices. She tackles that in the next unit.

Resources

• Salesforce Help: Set Up Agentforce