To get started, confirm the prerequisites and turn on the Buyer Engagement template. The Buyer Engagement template includes the settings and features that are required for the agent to interact with customers through marketing channels. Then assign user permissions, configure the agent’s user record, and complete the remaining tasks to set up your org.
Required Editions
| User Permissions Needed | |
|---|---|
| To configure and customize the Salesforce org: | System Administrator profile AND Data Cloud Architect AND Marketing Cloud Admin permission sets |
| To configure most settings in Marketing Cloud Next: | Marketing Cloud Admin permission set |
| To configure required settings in Data 360: | Data Cloud Architect permission set |
| To manage and configure the Buyer Engagement agent: | Manage Customer Engagement Agent permission set |
Confirm the Prerequisites
Before you deploy the Buyer Engagement agent, certain foundational configurations must be in place. These prerequisites ensure that the agent has the necessary information to operate effectively.
| Requirement | Details | REsources |
|---|---|---|
| Agentforce | Turn on Agentforce. Agentforce is required for all agentic capabilities. | Enable Agentforce |
| Marketing Cloud Next Enablement and Data Setup | Complete the steps on the Basic Settings page of Marketing Cloud Next setup, including enabling Marketing Cloud Next, deploying the marketing and sales data kits, and configuring identity resolution for the Individual object. | Getting Started with Marketing Cloud Next |
| Agentforce Contact Center Digital | Confirm that you have the Agentforce Contact Center Digital add-on, including Service Cloud: Live Message and Omni-Channel. The Agentforce Contact Center provides enhanced chat and Omni-Channel capabilities that support the agent's messaging session routing and handoff infrastructure. If you aren't sure whether you have this add-on, contact your account executive. | Agentforce Contact Center |
Turn on the Buyer Engagement Template
After you confirm that you have the necessary foundational configurations and permissions, turn on the Buyer Engagement agent template in Salesforce Go.
- From Salesforce Go, on the Buyer Engagement tile, click Set Up or Keep Going.
- If you haven’t already, complete the prerequisites.
- Turn on Buyer Engagement.
After you turn on the template, Agentforce automatically grants access to necessary assets and tools, and turns on other supporting features.
- Automated Actions—Allows automatic assignment of prospects to the agent based on changes to record fields
- Email Productivity—Enables your agent to schedule meetings on behalf of sales reps
- Digital Experiences—Enables your agent to interact with customers through your website
- Omni-Channel—Enables your agent to manage and respond to customer conversations. It also allows for agent monitoring
- Routing Configuration and Queue—Creates a default routing configuration and a default queue, and assigns the routing configuration to the queue
- Agent Manager Access—Assigns you the necessary permissions to configure the agent and grant user access to the agent
Finish Setting Up Your Org
Next, manage user settings, turn on Enhanced Omni-Channel, set up the communication channels that your agent uses to interact with customers, and configure your data. If you previously completed any of these tasks, update your settings as needed or continue to the next step.
| Setup task | details | Location | resources |
|---|---|---|---|
| Pay Per Lead Worked | Decide whether to use a set number of flex credits for each lead that your agent takes action on in a 30-day period. If you don’t turn on this option, credit usage is based on the number of individual agent actions, plus data usage. Paying per lead is usually more cost-effective, but the total cost depends on how you set up and use your agents. | Salesforce Go > Buyer Engagement > Configure User Settings | Leads Worked Billable Usage Types |
| Manage Access for Managers and Users |
Give users and admins specific permissions to configure and work with a Buyer Engagement agent.
|
Salesforce Go > Buyer Engagement > Configure User Settings | Manage Permission Set Assignments |
| Manage the Agent’s User Record | Relate the agent to a user record, so the agent can operate as a user in your org. You can create a user record or use an existing user record. | Salesforce Go > Buyer Engagement > Configure User Settings | N/A |
| Set Up Email |
Complete the basic requirements to send promotional emails to customers. =
|
Salesforce Go > Buyer Engagement > Configure Communication Channels > Email | Configure Required Email Settings |
| Configure Reply Management | Determine how your agent replies to email messages that are sent to its inbox. Select the From address that you created when you configured the required email settings. In the Agent Conversational Messaging section, click Configure, and then select the routing type Agentforce Service Agent. | Salesforce Go > Buyer Engagement > Configure Communication Channels > Email | - |
| Configure Web Tracking |
To allow your agent to chat with visitors to your customer-facing website, set up external activity tracking. Activity tracking gives the agent access to site visitor information that it requires to conduct conversations and nurture leads.
|
Salesforce Go > Buyer Engagement > Configure Communication Channels > Web | Track Activity on External Sites |
| Complete Required Setup for Web Chat |
For your agent to chat with visitors to your website, connect your agent to a channel and then add the agent to your website connector. Here’s a summary of the tasks to complete.
|
Salesforce Go > Buyer Engagement > Configure Communication Channels > Web | Configure an Enhanced Web Chat Deployment |
| Manage Subscriptions and Consent | Create communication subscriptions for the different types of promotional content that you send. Then, import any email consent data that you collected outside of Marketing Cloud Next. | Salesforce Go > Buyer Engagement > Manage Subscriptions and Consent | |
| Configure a Data Library | Data libraries contain grounding files that give the agent specific information about your business, products, and services. The agent uses these documents to generate high-quality introductory emails and answers to customer questions. | Salesforce Go > Buyer Engagement > Configure Data for Your Agents | Create a Data Library |
| Configure Conversation Data | First, deploy the conversation data kit. Then, turn on conversation transcripts. When you enable conversation transcripts, the agent can use past conversations with prospects and customers to inform its responses. | Salesforce Go > Buyer Engagement > Configure Data for Your Agents | - |
| Configure a Data Graph | Create a data graph to bring together recent customer identity and activity details from Data 360. The agent uses this context to personalize customer interactions. After you deploy a data graph in Data 360, you assign it to your agent during guided agent setup. | Salesforce Go > Buyer Engagement > Configure Data for Your Agents | - |