Let Agentforce Service Agent read users’ search queries in real time and initiate context-driven conversations to help users find what they are looking for faster.
Required Editions
| Available in: Lightning Experience |
| Available in: Enhanced Chat and Performance, Unlimited, and Developer Editions with the Einstein for Service, Einstein Platform, Community, Community Plus, or Agentforce for Service add-on |
| User Permissions Needed | |
|---|---|
| To enable agents in Salesforce: |
Manage AI Agents OR Customize Application |
| To build and manage Service Agents: |
Manage Agentforce Service Agents AND Manage AI Agents OR Customize Application |
| To access knowledge base: | Lightning Knowledge |
Complete these prerequisites for desktop site and the Salesforce mobile app:
- Make sure you have Enhanced Chat set up on your customer site.
- Set up your self service portal.
-
Set up a service agent. When you review the
topics that come with a service agent, make sure General FAQ and Escalation topics are added.
After creating your service agent:
- In Agent Builder, click Knowledge.
- Enable Show Sources and enter your knowledge domain URL. This URL is where the Agentforce Service Agent searches for the knowledge articles to answer user queries.
- Connect your service agent to Enhanced Chat (MIAW).
- Let Agentforce Service Agent Start Search-Based Conversations (Desktop)
Follow these steps to share search queries with Agentforce Service Agent. - Configure Agentforce Service Agent to Initiate Context-Driven Conversations on the Salesforce Mobile App
Due to the limited screen space on mobile devices, auto-triggering Agentforce Service Agent when a user enters a search query may be intrusive and distracting to the user. For an elevated experience, create a custom LWC component for your experience site that allows users to choose whether they want Agentforce Service Agent to help them with their queries. This feature is designed to enhance user experience by providing a more intuitive interaction with Agentforce Service Agent. Customize the name and appearance of the custom component to match your experience site’s theme.