Salesforce Docs Portal

Create and Activate a Custom Archive Agent Action

Activate a new custom capability for your Salesforce Agent in the Archive managed package.

Note
Note This content relates to Archive. For Salesforce Archive, see Store Data Externally with Salesforce Archive.

We recommend using the Agentforce (Default) Agent and the Agent Topic: General CRM.

Prerequisites:

  • You have Salesforce Administrator permissions with access to Agent configuration.
  • The Salesforce Agent platform is enabled in your org.
  • You have the necessary Archive Package installed and configured.

To create a reusable Action, and then assign that Action to the Agent.

Refer to the Salesforce documentation on how to Create a Custom Agent Action

Follow the steps outlined in the documentation, and then at Step 3:

  1. From the Reference Action Type dropdown list, select Apex.
  2. From the Reference Action Category dropdown list, select Invocable Method.
  3. From the Reference Action dropdown list, select Search Archived Records.

    For more information, see Create a Custom Agent Action

    Follow the steps outlined in the documentation, and then at Step 6:

    • If you're using the Agentforce (Default) Agent, you must deselect the Show in Conversation option under Output. You may need to enable and then disable this option to ensure it's properly deselected.

    • If you plan to add the action to a standard topic, which we recommend, please follow the instructions in the Edit a Standard Topic knowledge article first.

Add the Action to a Topic

Refer to Salesforce documentation on how to Add the Action to a Topic

Follow the steps outlined in Add the Action to a Topic article. At Step 4, "If you're using the Agent Topic: General CRM", select it now.

Continue to follow the steps in Add the Action to a Topic article. At Step 6, "Select the Search Archived Records action from the actions library", activate and test your agent.

Missing Archive Agent Permissions

Archive permissions work similarly to Archive Widget Restriction Rules. Record-level access is only enforced if the object has been added to the widget restriction rules within the Archive Settings. If no objects are added to the restriction rules, users have public access to all archived records of that type.

For example, if no rules are set for Case, a user who originally can't access a specific case can see it after it's archived. Permissions are based on the sharing settings at the moment of archival. Any changes to Sharing Rules after the record is archived aren't applied.

See Also