Set Up the Agent Console

Required Editions

Available in: Enterprise, Performance, Unlimited, and Developer Editions with Energy and Utilities Cloud

Before you begin, Enable Service Apps.

• Set up Access for Agent Console
  Agent Console is built for the service representative persona. Add the right permission sets for the admin and the service representative permission set groups, and assign them to users to allow access to Agent Console.
• Enable Agent Console Features
  Turn on settings in your org that enable the Agent Console's associated features. Allow users to relate a contact to multiple accounts, enable interest tags, enable action launcher, enable timeline, disable automatic calculation of a contract's end date, and grant access to record alerts.
• Set up Actionable Relationship Center
  With Actionable Relationship Center, your service reps can view customers' relationships in an easy-to-navigate graph.
• Set Salesforce Knowledge for Agent Console
  Create a knowledge base of articles that that you can securely share with customers, partners, and service reps.
• Add Related Lists for the Account Object
  Set up the page of the Account object to show more information under Related Lists. You can see the account billing accounts, contact roles, contacts, energy service agreements, and related contacts associated with the account.
• Add Related Lists for the Case Object
  Set up the page of the Case object so that it shows more information under Related Lists. You can see the Case Related Subject, which lists the record associated with the case, such as the Billing Account, Service Point, or Location record.
• Set Up Einstein Generative AI for Energy and Utilities Cloud
  Boost your service reps’ efficiency with Einstein generative AI in Energy and Utilities Cloud. You can generate account summaries, high bill analyses, and bill comparisons quickly with Einstein generative AI.
• Agent Console Objects and Fields
  Agent Console displays account, premises, and service details only when the required fields on Product, Account, Billing Account, Location, Service Point, and Energy Service Agreement records are set. Review which fields Agent Console reads and the values it expects.