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Get Started with Trailhead you’re new to Trailhead.

Sign up for Trailhead - https://trailhead.salesforce.com

1
If you already have an account, please log in with that.

2 Click Sign Up in the upper-right corner.

Choose your preferred sign up method and

3
follow the prompts.

4 Navigate to sforce.co/firstagent
to create and launch your environment.

Build Your First Agent

with Agentforce
Configure an Agentforce Service agent
Forward-Looking Statements
Last updated: April 25, 2024

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 Follow these steps if
Get Started with Trailhead you’re new to Trailhead.

Sign up for Trailhead - https://trailhead.salesforce.com

1
If you already have an account, please log in with that.

2 Click Sign Up in the upper-right corner.

Choose your preferred sign up method and

3
follow the prompts.

4 Navigate to sforce.co/firstagent
to create and launch your environment.

Agenda

01 Agentforce Overview

02 Fundamental Building Blocks

03 Hands-On: Build Your First Agent

04 Q&A
Session Objective

Build an Agentforce agent to assist

Coral Cloud clients with
recommendations and bookings.

What is Agentforce?

What is Agentforce?

A Set of Tools AND A Suite of Agents

Agentforce Agentforce Agentforce Sales

Agent Builder (Default) Development Rep
Reasoning Engine formerly Copilot (ASDR)

The way you create Agentforce Sales

The way Agentforce Agentforce Service
and customize
takes actions
Coach (ASC)
agents Agent (ASA)
Types of Agents

Agent Brief Explanation

Agentforce (Default) Formerly Copilot built into the flow of work in
salesforce

Agentforce Service Agent (ASA) Customer initiates the conversation with

agent

Limit: 24 hour time period

Agentforce SDR Agent (ASDR) SDR initiates engagement with a lead via
email

Agentforce Coach (ASC) User clicks “get feedback” after a role play or
stand and deliver coaching session

What is Agentforce Service Agent?

● Agentforce Service Agents intelligently support your customers by
processing incoming cases and autonomously resolving common
inquiries.

● Complex or sensitive support requests, meanwhile, are conversationally

escalated to live service representatives, creating a seamless customer
experience and allowing your service team to focus on strategic,
high-value work.

● Agentforce Service Agent searches your unstructured data (knowledge

articles or files) to generate answers to customer questions.
 Attributes of an Agent

Role Knowledge Actions Guardrails Channel

What job The data an The goals an The guidelines an The applications
should they agent needs to agent can fulfill agent can operate where an agent
do? be successful under gets work done

System of Record
Sales Service Marketing Commerce Tableau Industries

Standard Actions
At-a-glance

Action What the Action Does

Searches for Salesforce records by name and returns

a list of matching record IDs.

Summarizes a single Salesforce CRM record.

Finds and retrieves Salesforce records based on the user’s request and
specific conditions, such as the values of fields.

Interprets the user’s input to decide which object the user is referring to,
then returns the object’s name so additional actions can be taken.
 Standard vs. Custom Actions

Standard Cloud Actions

Actions
(Out-of-the-box)
Platform Actions
Built by
Salesforce
Your
trusted
data and
Custom Apex Flow MuleSo APIs metadata
Actions
External Services Prompt Template

Built by
Trailblazers

Configure an Agentforce Service Agent

Goal: Create an Agentforce Service agent to assist
with recommendations and bookings.

Instructions:
1. Navigate to Trailhead:
Join Me trailhead.salesforce.com.
2. Log in with your username and password.
3. Navigate to sforce.co/firstagent.
4. Create a new playground.
5. Connect and launch the new playground.
6. Complete the module.

15
 Key Takeaways

● Agentforce helps you build powerful, autonomous agents for the front office - for
sales, service, marketing, commerce.
● Agents are autonomous and don’t require conversational prompts to take action—
they can anticipate, plan, and reason with minimal help.
● Agents come with a set of standard actions and skills like search, knowledge, and
the ability to summarize records and draft emails.
● Custom actions let you teach your agent new skills that are specific to your
industry, your business, your data, and your customers. By using custom actions,
the agent serves as the bridge between your systems and functions as the user
interface for your teams.

16

Q&A
Share Your
Feedback!

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