Help Agents provide 24/7 self-service support to your customers across web chat, help portals, and voice channels, grounded in your knowledge base. Use the Help Agent template to quickly create and configure an agent that resolves customer issues and seamlessly escalates to service reps when needed.
- Build a Help Agent in Minutes with Quick Service Agent Configuration
In a few quick steps, build AI-powered service channels grounded in your knowledge base by using Quick Service Agent Configuration. This process can build your help portal, Voice channel, and web chat channel. It also builds a Help Agent to resolve customer issues in those channels. Use these channels to provide 24/7 support and deflect cases. - Edit a Help Agent with Quick Service Agent Configuration
Each time you edit and redeploy an agent, a new version is created to track changes over time. Whenever possible, use Quick Service Agent Configuration to manage your Help Agent, such as when updating knowledge grounding sources. - Customize Help Agent Default Settings
While the Help Agent comes with default configurations designed to support common service workflows out of the box, you can tailor these settings to better align with your specific business requirements. To customize out-of-the-box solutions or create your own, use Agentforce Builder and agent assets, including subagents, actions, filters, and variables. - Test and Go Live with Your Agent
After you build or update a Help Agent, run tests to evaluate the agent’s performance and accuracy. For example, you can compare the agent's actual response to the expected one. In Testing Center (Beta) in Agentforce Studio, you can build test suites and run multiple test scenarios simultaneously. A test suite run can catch intermittent bugs, like skipped actions and even things missed while previewing the agent. - Manage Your Help Agent
Manage your Help Agent to finish where you last left off or to improve its accuracy and effectiveness. For example, you can edit or delete an existing agent, view details for each agent version, and deactivate or activate an agent. - Understanding Escalations from Help Agent to Service Rep
Customer conversations with the Help Agent can be escalated to a human service rep. By default, escalation is triggered when a customer explicitly requests to speak with a human or service rep. - Turn On Help Agent Analytics
To enable users to view Help Agent performance and resolution metrics, turn on Help Agent Analytics. Help Agent Analytics covers resolution events from the point when Help Agent Analytics is turned on. Historical records aren't backfilled. - Analyze Help Agent Performance And Resolution Metrics
The Billing Resolution Analytics page provides details about Help Agent performance and billing outcomes that you can use to fine tune your Help Agent. - Manage User Access to Build a Help Agent
To build a Help Agent, you must be assigned the Help Agent Configuration permission set license and the corresponding Quick Service Agent Configuration permission set. To turn on Data Cloud, which is a prerequisite for building a Help Agent, you must be assigned the Data Cloud permission set license and the corresponding Data Cloud Architect permission set. The user who turns on Help Agent is automatically assigned both permission set licenses and permission sets. - How Agentforce Help Agent Is Billed
Agentforce Help Agent supports resolution-based, login-based, and member-based billing, depending on your license and how you deploy the agent. - Considerations and Limitations for Help Agent
Review these considerations and limitations before setting up Help Agent.