When planning an AI agent, it’s important to define the work the agent will do. One way to define the work is to map the business processes related to your Agentforce use case.
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Process mapping is a visual representation of the steps in a business process from start to finish, typically using diagrams like flow charts or swimlanes. It helps define the work an AI agent will do by depicting the sequence of steps, start and end points, and required inputs and data.
As you outline the business processes you want to delegate to an agent, consider these questions.
- What goal is the user trying to accomplish?
- How might the user express their goal or intent? How would they phrase their questions or requests?
- What processes are involved in achieving the goal?
- When does each process begin and end? What steps need to be taken? In what order?
- What company policies, rules, and guidelines apply to the process? What guardrails are relevant to each step?
- At what points in the process are decisions made and how?
- What clarifying or follow-up questions might the agent need to ask?
- When would a user need to confirm something before a step proceeds?
- What data is required? What’s optional?
- What input do you need to collect from users? Does that input need to be in a specific format or syntax?
- What are the outcomes of each step or process? How is the output used? How is success measured?
- Are there situations when specific language should be used when communicating with users?
- What questions or paths of conversation should never be pursued?
- Under what conditions should the conversation be escalated to a live service rep?
Even if you don’t create formal diagrams for each of your business processes, it’s still important to think deeply about the work the agent will do so that you design the right solution.