When it comes to managing customer journeys in Salesforce, speed and accuracy matter. That’s where Agentforce, a powerful extension layer, comes into play. Whether spinning up a new quote from an opportunity or logging a support case from a contact, Agentforce can help streamline these actions with minimal clicks and maximum context.
In this blog, we’ll walk through setting up an Agentforce agent to create Quotes and Cases.
What Is Agentforce?
Agentforce is a cutting-edge cloud solution built on Salesforce that enables organizations to create and implement self-sufficient AI agents. These intelligent agents can execute a range of functions, such as customer support, sales automation, and marketing management, all without continuous human oversight.
Agentforce supplies these agents with essential data and contextual understanding to ensure precise and meaningful interactions by utilizing the Salesforce infrastructure along with the Einstein Trust Layer.
Note: Typically, accessing Agentforce within a Salesforce environment requires obtaining a Salesforce Service Cloud license along with the specialized Agentforce for Service extension.
Creating Quotes/Case the Smart Way
Creating a quote or case manually can be time-consuming. Agentforce simplifies this by offering pre-configured quote creation actions directly from the Opportunity record or creating a case directly from a contact.
Below is the step-by-step guide on how to create Quotes or Case the smart way:
Enable Service Agent
Step 1: Search for the Einstein setup and enable it from the quick find box.
Step 2: From the Quick find box, search for Agentforce Agent >> Enable Agentforce using the toggle button >> Enable default agent.
Before setting up an agent, create autolaunched flows to serve as actions later during agent configuration for quote or case creation.
Set up Autolaunch flow
Step 1: In Quick Find, search for flow >> Create New Flow
Step 2: Select “Start from Scratch” >> Next
Step 3: Select Type “Autolaunch Flow” >> Create.
Step 4: Create a flow that will check for an Opportunity if it exists & then create a quote (Quote Name and Opportunity are asked as input from the user end).
Note: In the same way, we have another Autolaunched flow to create a case (in this Case, Subject, Description, and Contact are asked as input from the user end).
Configure Agentforce Agent
Step 1: You can create a new agent by clicking the “New Agent” button or customizing an existing agent.
Step 2: For a new agent, select the template and click Next.
Step 3: Select the topic you want to “Add” or “Remove” >> click next.
