A coaching scenario represents an end-to-end coaching session where a rep practices a
skill, through a presentation or role-play. Agentforce Sales Coach evaluates the session and
provides feedback based on the rep's performance. Create custom scenarios for targeted practice
and refinement of core skills such as overcoming objections, handling difficult customer
conversations, and more.
Required Editions
| Available in: Lightning Experience in Enterprise, Performance,
Unlimited, and Developer Editions with Foundations or Agentforce 1
Editions.
|
| User Permissions Needed |
| To create a coaching scenario: |
Manage Agentforce Sales Coach |
As a prerequisite, make sure that the scenario components: subagent, action, and prompt
templates are created.
To create a coaching scenario, use Agentforce Builder.
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From Agentforce Builder, select Coaching Scenarios.
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Click New Scenario.
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Provide the required details.
- Enter the scenario name and select the Salesforce object associated with the
scenario.
- Enter the scenario description and user guidance.
- Select the scenario components: scenario type, subagent for role-play (if the scenario
type is role-play), feedback subagent, action, and the prompt template associated with the
scenario.
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Click Save. You can preview the scenario to make sure all settings
and permissions are configured correctly before activating it. Click the actions menu against
the scenario and select Preview.
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To activate the scenario, click the actions menu against the scenario and select
Activate Scenario.
