--- schema_version: "1" id: 6bcdaf01115857c6fdc166422e157fa26b04d793c39d2dbce2203098ce334089 title: Build a Help Agent in Minutes with Quick Service Agent Configuration collection: admin version: current locale: en-us portal_url: https://docs.salesforce.com/admin/current/en-us/ai/264-0-0/service_agent_quick_configuration.md canonical_url: https://help.salesforce.com/s/articleView?id=ai.service_agent_quick_configuration.htm&release=264.0.0&type=5 source_site: help.salesforce.com content_type: documentation content_hash: f4e9a8e75342c396720083807455280c4c016bf3c43fbb48bc330a9ddbfbe7b1 description: 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. products: - Agentforce - Cross Cloud release: "264" --- # 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. ### Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited Editions with Einstein for Service, Agentforce for Service, and Agentforce 1 editions. It also requires the Help Agent add-on license. These editions come with other required licenses to set up and use Quick Service Agent Configuration, such as the Data 360 license.
User Permissions Needed  
To build and manage Service Agents:

Manage Agentforce Service Agents AND Manage AI Agents

OR

Customize Application
To build a Help Agent using Quick Service Agent Configuration
  • Manage AI Agents
  • Data Cloud Architect (permission set)
  • Quick Service Agent Configuration (permission set)
When you create an agent, the agent user account is assigned the AgentforceServiceAgentUserPSG permission set group. This permission set group gives the agent permission to run subagents and actions. It also grants the agent access to Data Cloud, generative AI features, and data governance tools. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ai-generative_ai-264-0-0-production-enus/f8ef6498-d7b2-44e3-9b34-ffd5a850aae9/images/icon_note.png) Note To use Quick Service Agent Configuration in a sandbox, you must [manually set up Data 360](https://help.salesforce.com/s/articleView?id=data.c360_a_setup_provision.htm&language=en_US), and then assign the Data Cloud permission sets to users. #### See Also - [Considerations and Limitations for Help Agent](https://help.salesforce.com/s/articleView?id=ai.help_agent_considerations.htm&release=264.0.0&type=5 "Review these considerations and limitations before setting up Help Agent.") - [What Are Data Libraries?](https://help.salesforce.com/s/articleView?id=ai.data_library_concept.htm&type=5&language=en_US) - [Tips for Previewing a Help Agent](https://help.salesforce.com/s/articleView?id=ai.help_agent_preview_tips.htm&type=5&language=en_US) ## Prerequisites for Help Agent Setup Before you can create a Help Agent, complete these steps. [Turn on Data Cloud](https://help.salesforce.com/s/articleView?id=data.c360_a_setup_provision.htm&language=en_US). ## Launch the Help Agent Salesforce Go Page To create a Help Agent quickly, use the Salesforce Go page. 1. From Setup, in the Quick Find box, enter Salesforce Go, and then click **Salesforce Go**. 2. In the Search box, enter Help Agent, and then click **Help Agent**. The Help Agent Salesforce Go page appears. ![Help Agent page in Salesforce Go](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ai-generative_ai-264-0-0-production-enus/f8ef6498-d7b2-44e3-9b34-ffd5a850aae9/generative_ai/images/help_agent_get_started.png) 3. Click **Get Started**. ## Turn On Help Agent In the previous section, you launched the Help Agent Salesforce Go page. Now, it’s time to turn on Help Agent. In the Turn On Help Agent section, click **Turn On**. This process completes the listed tasks and turns on the Agentforce Orchestrator. ![Turn on Help Agent section of the Help Agent page](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ai-generative_ai-264-0-0-production-enus/f8ef6498-d7b2-44e3-9b34-ffd5a850aae9/generative_ai/images/help_agent_salesforce_go_page.png) ## Prepare Salesforce Knowledge (Optional) In the previous section, you turned on Help Agent. Now it's time to prepare Salesforce Knowledge. Preparing Salesforce Knowledge articles stores and indexes your articles in Data Cloud so that Agentforce can retrieve them to ground the Help Agent’s responses. This section applies only if you want to ground your Help Agent’s responses in Salesforce Knowledge. Because indexing large knowledge bases can be time consuming, consider indexing your articles 24 hours before you start building the Help Agent. Starting this process early avoids potential delays. Otherwise, you need to wait for your knowledge articles to be indexed before you can preview your agent and use them as grounding. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ai-generative_ai-264-0-0-production-enus/f8ef6498-d7b2-44e3-9b34-ffd5a850aae9/images/icon_important.png) Important To index Salesforce Knowledge, turn on Knowledge in your org, with at least one published knowledge article. Indexing Salesforce Knowledge consumes Data 360 flex credits. For more information, see [How Agentforce Help Agent Is Billed](https://help.salesforce.com/s/articleView?id=experience.agentforce_self_service_billing_models.htm&language=en_US) and [Flex Credits Billable Usage Types for Data 360](https://help.salesforce.com/s/articleView?id=data.c360_a_flex_credits_for_data360.htm&language=en_US). 1. In the Get Your Knowledge Ready section of the Help Agent Salesforce Go page, turn on **Prepare Salesforce Knowledge**. ![Help Agent Salesforce Go page shows Prepare Salesforce Knowledge toggle](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ai-generative_ai-264-0-0-production-enus/f8ef6498-d7b2-44e3-9b34-ffd5a850aae9/generative_ai/images/help_agent_get_your_knowledge_ready.png) 2. Click **Prepare Knowledge**. Turning on this option stores and indexes knowledge articles in Data Cloud and creates a Help Agent Knowledge data library, called Sample Help Agent Knowledge Library. 3. If your knowledge base is large, you can then either wait for the indexing to complete or proceed with the rest of the setup and check the status later. After indexing completes and your Help Agent is built, you can preview and test that your agent can answer questions grounded in your indexed Salesforce knowledge articles. ## Build the Help Agent and Add It to Channels In the previous section, you turned on Help Agent. Now it’s time to build the Help Agent, ground it on knowledge, and add it to channels. Salesforce creates an Agentforce data library for each knowledge source that you add to the Help Agent. To enable the agent to quickly retrieve information from a library, Data Cloud indexes it. Indexing doesn't begin until after the knowledge content is ingested. An [Agentforce data library](https://help.salesforce.com/s/articleView?id=ai.data_library_concept.htm&language=en_US) is how you configure trusted knowledge or files and expose them to an agentic experience. Data Cloud processes, indexes, stores, and retrieves knowledge or files for agentic queries. After you add the Help Agent to channels, test the agent in the preview. Play the role of the customer and chat directly with the agent in real time. Use the preview to check how well the agent learned the knowledge that you grounded it on. Ask questions based on that content, and then review the sources that the agent cites for each response. 1. In the Help Agent Salesforce Go page, scroll down to the Complete the Required Steps section. 2. In the Build a Help Agent step, click **Go**. Agentforce Studio opens. ![Get Started page for building a Help agent](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ai-generative_ai-264-0-0-production-enus/f8ef6498-d7b2-44e3-9b34-ffd5a850aae9/generative_ai/images/help_agent_guided_config_get_started.png) 3. Click **Get Started**. 4. In the Meet Your Agent page, enter the agent details. If you add multiple agents, provide them with unique names. The agent comes with a default greeting and instructions. Edit as needed. ![Important](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ai-generative_ai-264-0-0-production-enus/f8ef6498-d7b2-44e3-9b34-ffd5a850aae9/images/icon_important.png) Important In the Agent Welcome Greeting field, include a message notifying customers that they're chatting with a virtual agent. ![Meet Your Agent page for adding Help agent details](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ai-generative_ai-264-0-0-production-enus/f8ef6498-d7b2-44e3-9b34-ffd5a850aae9/generative_ai/images/help_agent_guided_config_meet_your_agent.png) When you create a Help Agent, Salesforce automatically creates a dedicated agent user just for that agent. The agent operates as this user, so it respects your org's sharing model and can view or interact with only the Salesforce data that the dedicated user is authorized to access. The agent user is created and applied to the agent for you behind the scenes—there's nothing to configure for it in the guided setup. To review or adjust its access later, manage it like any other user in Setup under Users. 5. Click **Continue**. The Give Your Agent Context page appears. ![Give Your Agent Context page to upload knowledge source content](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ai-generative_ai-264-0-0-production-enus/f8ef6498-d7b2-44e3-9b34-ffd5a850aae9/generative_ai/images/help_agent_guided_config_give_your_agent_context.png) 6. In the Give Your Agent Context page, optionally ground your agent’s responses by adding public-facing knowledge sources, such as FAQs or troubleshooting guides. Select one of these types of knowledge sources. 1. To use your existing knowledge base available in Salesforce, select **Salesforce Knowledge**, select **I have read and agree to the terms**. If Salesforce Knowledge is already turned on with published articles, you can select your existing data category groups. Any articles without a data category appear under an Uncategorized group. After you click **Continue**, all published articles are stored and indexed. Draft or archived articles are ignored. If Knowledge isn't already set up, this option isn't available. To set it up, click **Set Up Knowledge** and, to filter which articles are used for grounding, select the [data category groups](https://help.salesforce.com/s/articleView?id=service.category_whatis.htm&language=en_US&type=5). The status of Salesforce Knowledge appears in the upper-right corner of the Add to Channels page. In Progress means that Salesforce is indexing the Salesforce knowledge articles. ![The knowledge status appears in top right corner.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ai-generative_ai-264-0-0-production-enus/f8ef6498-d7b2-44e3-9b34-ffd5a850aae9/generative_ai/images/help_agent_preview_agent_channels.png) ![Warning](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ai-generative_ai-264-0-0-production-enus/f8ef6498-d7b2-44e3-9b34-ffd5a850aae9/images/icon_warning.png) Warning Do not refresh the page. When you refresh the page, indexing continues in the background, but you can lose your unsaved agent changes. 2. To add knowledge from files, select **Upload Files**, click **Upload Files**, and then select one or more files. Salesforce adds these files to a new Agentforce data library. To update this library, run this setup flow again and add the latest files. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ai-generative_ai-264-0-0-production-enus/f8ef6498-d7b2-44e3-9b34-ffd5a850aae9/images/icon_note.png) Note Uploading documents doesn't publish them to your public website. It strictly grounds the AI agent. Because the agent uses this data to generate answers for your customers, upload public-facing information only. Never upload internal compliance documents, sensitive architecture diagrams, or files containing personally identifiable information. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ai-generative_ai-264-0-0-production-enus/f8ef6498-d7b2-44e3-9b34-ffd5a850aae9/images/icon_tip.png) Tip To make changes to previously uploaded files, upload the latest files. 7. At the bottom of the Give Your Agent Context page, click **Continue**. To make Help Agent available to your customers, add it to your channels. To enable you to add the agent to web chat, the agent is automatically activated. If needed, you can deactivate, edit, and customize the agent. 8. In the Add to Channels page, add your agent to channels. ![Add to Channels page](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ai-generative_ai-264-0-0-production-enus/f8ef6498-d7b2-44e3-9b34-ffd5a850aae9/generative_ai/images/help_agent_guided_config_add_to_channels.png) 9. To add web chat to your website, in the Web Chat box: 1. Click **Copy Code**. Salesforce automatically generates an asynchronous JavaScript code snippet for your site and new agent. Before copying it, enter the domain where you'll deploy the agent. The generated JavaScript runs only on that domain. If someone uses your snippet on an unauthorized domain, the agent won't activate. This protects your agent and your customers' data. ![Website and web chat details](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ai-generative_ai-264-0-0-production-enus/f8ef6498-d7b2-44e3-9b34-ffd5a850aae9/generative_ai/images/help_agent_guided_config_add_chat_to_site.png) 2. Enter the website domain where you want to offer the chat. For example, enter example.com. 3. Select an escalation flow that’s used to escalate conversations in the web chat and, if configured, your help portal channels. Leaving this field blank triggers a default escalation flow. To see what Salesforce creates when you leave this field blank, see [Default Settings for Help Agent](https://help.salesforce.com/s/articleView?id=ai.help_agent_default_settings.htm&release=264.0.0&type=5). For how escalation works after the conversation starts, see [Understanding Escalations from Help Agent to Service Rep](https://help.salesforce.com/s/articleView?id=ai.help_agent_escalation.htm&release=264.0.0&type=5 "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."). 4. Enter the escalation message to inform end users that their conversation is being transferred to a service rep. 5. Click **Continue**. The code snippet generates. It can take up to a couple of minutes. 6. To add the code snippet to your website, in the Add Web Chat to Your Site dialog, follow the on-screen instructions, and then click **Done**. ![Page where you can copy the javascript snippet to add web chat to your website](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ai-generative_ai-264-0-0-production-enus/f8ef6498-d7b2-44e3-9b34-ffd5a850aae9/generative_ai/images/help_agent_add_web_chat_to_your_site.png) 7. To allow unauthenticated guest users to access cases in the web chat, grant the guest user API and Case Read access. To grant API access to guest users, in Setup, go to **All Sites**. In the All Sites list, click **Workspaces** for the embedded service deployment (ESD) site associated with your main site. Click **Administration** | **Preferences**, select **Allow guest users to access public APIs**, and then click **Save**. ![Embedded service deployment site preferences](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ai-generative_ai-264-0-0-production-enus/f8ef6498-d7b2-44e3-9b34-ffd5a850aae9/generative_ai/images/help_agent_guest_user_api_access.png) To grant Read access on Case to guest users, in Setup, go to **All Sites**. In the All Sites list, click **Workspaces** for the embedded service deployment (ESD) site associated with your main site, and then click **Builder**. Click **Settings** | **General**, and then select the Embedded Service deployment profile. Edit the profile, click **Object Settings**, click and edit the Cases object, under Object Permissions, enable Read access, and then click **Save**. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ai-generative_ai-264-0-0-production-enus/f8ef6498-d7b2-44e3-9b34-ffd5a850aae9/images/icon_tip.png) Tip You can't use Quick Service Agent Configuration to add the Help Agent to other types of Messaging channels. To manually add the agent to one of those channels, after you create the Help Agent, see [Connect the Agent to Your Messaging Channel in the New Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_customer_initiated_setup_messaging_channel_studio.htm&language=en_US) and [Connect an Agent to Enhanced Chat v1](https://help.salesforce.com/s/articleView?id=ai.agent_deploy_enhanced_chat_v1.htm&language=en_US). Complete all steps except creating an agent. 10. To create an AI-driven help portal, in the Help Portal box: 1. Click **Manage**. ![Sample site preview and brand details](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ai-generative_ai-264-0-0-production-enus/f8ef6498-d7b2-44e3-9b34-ffd5a850aae9/generative_ai/images/help_agent_create_help_portal.png) 2. Enter a name for this site, and optionally upload a logo. 3. Optionally change the colors of your site. 4. Select an escalation flow that’s used to escalate conversations in your help portal and, if configured, web chat channels. Leaving this field blank triggers a default escalation flow. To see what Salesforce creates when you leave this field blank, see [Default Settings for Help Agent](https://help.salesforce.com/s/articleView?id=ai.help_agent_default_settings.htm&release=264.0.0&type=5). For how escalation works after the conversation starts, see [Understanding Escalations from Help Agent to Service Rep](https://help.salesforce.com/s/articleView?id=ai.help_agent_escalation.htm&release=264.0.0&type=5 "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."). 5. Enter the escalation message to inform end users that their conversation is being transferred to a service rep. 6. Click **Create and Deploy**. You created an Agentforce customer service portal. This sample portal comes with a prompt bar and conversation interface. It is a starter portal—not a fully customized, production-ready site. Think of it as your foundation. Later, you can extend it through Experience Builder to add suggested themes, personalizations, branded components, and multiple workflow-driven agents. Building a full-featured portal is a more complex topic. 11. To add the agent to a Salesforce Voice (Native Telephony) channel, in the Voice box: 1. Click **Manage**. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ai-generative_ai-264-0-0-production-enus/f8ef6498-d7b2-44e3-9b34-ffd5a850aae9/images/icon_note.png) Note This option requires a Voice license. 2. Select a phone number. To use a phone number that's not in the list, click **New Number**. Follow the prompts to get a new number from a supported country, and then select it. New numbers can take up to 20 seconds to appear in the list. To see the latest numbers, refresh the list. 3. Select an escalation flow that’s used to escalate conversations in your voice channels. Leaving this field blank triggers a default escalation flow. To see what Salesforce creates when you leave this field blank, see [Default Settings for Help Agent](https://help.salesforce.com/s/articleView?id=ai.help_agent_default_settings.htm&release=264.0.0&type=5). For how escalation works after the conversation starts, see [Understanding Escalations from Help Agent to Service Rep](https://help.salesforce.com/s/articleView?id=ai.help_agent_escalation.htm&release=264.0.0&type=5 "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."). 4. Enter the escalation message to inform end users that their conversation is being transferred to a service rep. ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ai-generative_ai-264-0-0-production-enus/f8ef6498-d7b2-44e3-9b34-ffd5a850aae9/images/icon_tip.png) Tip You can't use Quick Service Agent Configuration to add the Help Agent to a Partner Telephony Voice channel. To manually add an existing Help Agent to one of those channels, see [Connect a Service Agent to Partner Telephony](https://help.salesforce.com/s/articleView?id=ai.agent_connect_telephony_parent.htm&language=en_US). Complete all steps except creating an agent. 12. Click **Continue**. Your agent is now activated. Your Agentforce Help Agent can now answer customer questions around the clock. The Chat with Your Agent page opens. ![Take your agent for a spin, with Help Portal, Voice, and Web Chat](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ai-generative_ai-264-0-0-production-enus/f8ef6498-d7b2-44e3-9b34-ffd5a850aae9/generative_ai/images/help_agent_take_your_agent_for_spin.png) 13. To preview the agent, in the Chat with Your Agent page, start a conversation with your agent. Enter your comment or request in the chat box. 14. To test the voice channel, call the phone number for the Voice channel. 15. You can deactivate your agent anytime from Agentforce Builder or Manage Agents section on the Help Agent page in Salesforce Go. ![The Build and Manage Your Agents page in setup.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ai-generative_ai-264-0-0-production-enus/f8ef6498-d7b2-44e3-9b34-ffd5a850aae9/generative_ai/images/help_agent_edit_agent.png)