---
schema_version: "1"
id: e70389e979b5f04397f9691687e8f779c7637f31b3061e3ca8f6064ed5ca7618
title: Ground Agentforce Service Agent in Customer Context
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/experience/264-0-0/ground_agentforce_service_agent_in_customer_context.md
canonical_url: https://help.salesforce.com/s/articleView?id=experience.ground_agentforce_service_agent_in_customer_context.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 6a62668ef1abd50d703957c8c45f4d0e781226df2add554f1aee63205be1fde9
description: Configure your agent to initialize conversations using the user identity, recent activity, and pending tasks.
products:
  - Experiences
release: "264"
---
# Ground Agentforce Service Agent in Customer Context

Configure your agent to initialize conversations using the user identity, recent activity, and pending tasks.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Salesforce Classic and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Enterprise, Performance, Unlimited, and Developer Editions</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <a href="https://www.salesforce.com/agentforce/pricing/" target="_blank">LWR</a> and <a href="https://help.salesforce.com/s/articleView?id=experience.exp_cloud_basics_glossary.htm&amp;language=en_US&amp;type=5" target="_blank">Aura</a></td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Available in Enterprise, Performance, Unlimited, and Developer Editions with Foundations or Agentforce 1 Editions. Access to some standard agent actions requires <a href="https://www.salesforce.com/agentforce/pricing/" target="_blank">additional add-on licenses</a>.</td></tr></tbody></table>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d30794e83">User Permissions Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d30794e83 ">To create and manage Agentforce Service agents: </td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d30794e83 ">Manage Agentforce Service Agents permission set AND Manage AI Agents To let the agent
              user securely access data and perform actions, see <a href="https://help.salesforce.com/s/articleView?id=ai.agent_user.htm&amp;language=en_US&amp;type=5" target="_blank">Best Practices for Agent User Permissions</a>.</td>

          </tr>
        </tbody>
      </table>

Grounding the agent in the Personalization API creates a greeting that references the specific context of the user.

1. In the Agentforce Builder, select your **Agentforce Service agent**.
2. Select the **Init action**.
3. Add a step to call the Personalization API.
4. Configure the step to retrieve activityEvents and the toDoList.
5. Use a Prompt Template to merge these signals into a greeting.
6. Select **Save** and **Activate** the agent.