Salesforce Employee and Service Agent in Agentforce : Bijay Kumar

March 20, 2025 March 20, 2025

Salesforce Employee and Service Agent in Agentforce
by: Bijay Kumar
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**Summary of Salesforce Agents and Agentforce** In Salesforce, agents are AI assistants that help customers by answering questions and resolving issues through various communication channels. Different types of agents can be deployed within Salesforce or on external sites, like community websites. ### Key Details: - **Types of Agents**: Salesforce has internal agents (for employees) and service agents (for external users). - **Functionality**: Agents can summarize records, use email templates, and perform tasks autonomously. They enhance customer experience and streamline operations by managing interactions efficiently. - **Agentforce**: This platform allows users to build and deploy AI agents in Salesforce and external sites, making it easy for businesses to create tailored solutions. - **Employee vs. Service Agents**: - **Employee Agents**: These operate within the Salesforce org and work under the permissions of the logged-in user, allowing seamless support for internal tasks. - **Service Agents**: Deployed on community sites, these assist end users and require specified user permissions to handle queries effectively. ### Additional Context: - **Configuration**: Setting up agents involves defining system messages, language preferences, and connection channels. - **Use Cases**: Agents can be used for customer support, case management, omni-channel communication, and more. - **Integration**: Agentforce can integrate with App Exchange for additional functionalities and customizations. In summary, Salesforce agents are designed to improve customer interaction and operational efficiency, with specific configurations for internal and external use. ### Relevant Hashtags for SEO: #Salesforce #Agentforce #AI #CustomerSupport #SalesforceTutorial #SalesforceAgents #DigitalTransformation #CloudComputing #Automation #BusinessOperations

While working with agents in Salesforce, there are different types of agents with different abilities. We can only deploy some of them in Salesforce org so that Salesforce users can use them, and some agents can be deployed on external sites such as community sites for external or end users.

In this Salesforce tutorial, we will learn about different agents in Salesforce, their work, where we can deploy them, and the Salesforce employee and service agent in Agentforce.

What are Agents in Salesforce?

In Salesforce, an Agent is an AI assistant who interacts with customers to provide support, resolve issues, or assist with inquiries through various channels. When the user asks an agent any question or query, the agent returns the answer autonomously. Agents typically use service cloud, omni-channel, live chat, or field service to manage customer interactions efficiently.

It understands and processes information, communicates naturally with the users, and takes action to perform specific tasks.

Salesforce Employee and Service Agent in Agentforce

As you enable and activate Agentforce, you will be able to use it within Salesforce org for Salesforce users.

What Agent Does in Salesforce?

AgentForce has everything we need to make AI agents accurate and reliable for business. Now, let’s see how AgentForce is used in Salesforce.

Using AgentForce, we can summarize Salesforce records, such as opportunities, accounts, cases, and all standard and custom objects, by retrieving relevant data.
These agents work alongside human employees to enhance customer experience and streamline business operations.
We can also use AgnetForce to use pre-built email templates to interact with customers.
The agents are assistants who can autonomously perform tasks, make decisions, and interact with customers or the internal system.
The AI agents understand and process information, communicate naturally with the users, and take actions to perform specific tasks.
We can extend the standard agent actions or build new agents in Salesforce according to business needs so that they can solve tasks specific to the organization.
The Agentforce platform also allows partners to build and deploy agents and agent actions through App Exchange, which users can add to their org.

Employee or Internal Salesforce Agent

This agent is deployed on Salesforce’s internal platform, which helps the user in their daily work and can be accessed from anywhere within Salesforce org. This is a kind of global action available on different apps, such as sales, service, or any of the tabs; this global action is accessible, so we can toggle it and ask different questions.

AgentForce is the platform for Salesforce users, partners, admins, and developers to build, test, and deploy AI agents in their Salesforce org or external website.

Similarly, we can deploy other AI agents to the customer, community, or website to help answer users’ questions. This would replace the chatbots we used to deploy on the website or portal.

Employee or Salesforce Internal Agent Setup:

AgentForce is nothing but the Einstein Copilot, which is now known as an agent for Salesforce users.

1. No Need to Select User:

The Salesforce employee agent is always executed as a logged-in user. For example, suppose a sales rep is logged in and asks anything from the Einstein copilot. In that case, the activity or operation is performed as per the logged-in user’s permission.

So, whatever the data access user has, the Einstein copilot will also have the same level of access. Because of that, in the Salesforce employee agent setup, we don’t have the option to select a user.

Then, the System Message and the Language Settings are the same for all agents. I have explained this to the Salesforce service agent.

Community Site or Service Agent in Salesforce Agentforce

We also have a Coral Cloud Experience Agent, which is a type of service agent or digital channel. This agent is deployed on the community site and helps answer questions and perform various jobs for end users without needing a service agent. It can work 24 hours a day on the website and handle multiple queries.

Salesforce Service Agent Setup:

Service agents are customer support representatives who use Service Cloud to handle cases, interact with customers via multiple channels (email, chat, phone, social media), and resolve issues efficiently.

They use Omni-Channel, Case Management, Knowledge Base, and AI-powered features (Einstein Bots, Service Cloud Voice) to streamline customer support.

1. User Required:

As we deploy this agent to the community site, end users will ask certain questions. When they ask these questions, and this service agent has to respond to them, this agent would require data access to handle those queries and answer the questions. For that reason, we will have to specify a running user here.

When we assign the user to this agent, the license for this user is different than the normal Salesforce license. So here, we can only select users with assigned Einstein agent licenses.

This is very important because if your agent cannot perform some activity or invoke the apex class, the reason is most probably that the user, which you have defined as a running user, does not have permission to access that apex class.

The topic is one of the core components of building blocks in Agenforce: Building Blocks of Agents in Salesforce [Topic, Instructions, Actions]

2. System Messages:

We will define when the agent is launched in the system messages. For example, if you are deploying this agent on the community site, what message should it greet that user with when they start a chat with it? We can define this here. You can make a change if you want to greet with a different message.

If an issue occurs, for example, when performing some activity in the back end fails, the error message also can be defined here.

3. Language Setting:

Here, we can define which language this agent will support and also change this in the agent builder.

If the Tone is used while talking to the customer or to the partners, then which tone should it use while answering those queries?

4. Connection Tab:

The connection tab is also very important for all agents. In the connections, we defined where this agent will be deployed. To deploy this agent to a different channel, we will have to create an inbound omni-channel flow, which will route the work to this agent.

Then, from the outbound omnichannel flow, this agent can route work to the human agent.

So, the connection tab defines how the work will be routed to this agent and how the work will be routed out to the human agent from this agent.

Omni Channel Flows For Salesforce Agents

Conclusion

I hope you have got an idea about different agents in Salesforce, their work, where we can deploy them, and the Salesforce employee and service agent in Agentforce. In that, I have detailed explained Salesforce employee and service agent setup and settings.

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