---
schema_version: "1"
id: d092c689b2b51d722ba0e1bc815505adb9d7916e61e82d21d106b5903eb45033
title: Build Agentforce Actions
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/build_agentforce_actions.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.build_agentforce_actions.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 8fac58e0c89fb5ba26aaf268accdf960a124202399acda506a4dbaaaf99ca70f
description: Create flows or Apex actions that the Agentforce Service agent uses to resolve customer issues and update the fulfillment status of service campaigns.
products:
  - Service Cloud
  - Service Intelligence
release: "264"
---
# Build Agentforce Actions

Create flows or Apex actions that the Agentforce Service agent uses to resolve customer issues and update the fulfillment status of service campaigns.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Salesforce Classic and Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Available in Enterprise, Performance, Unlimited, and Developer Editions with Foundations or Agentforce 1 Editions. Access to some standard agent actions requires <a href="https://www.salesforce.com/agentforce/pricing/" target="_blank">additional add-on licenses</a>.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <a href="https://www.salesforce.com/agentforce/pricing/" target="_blank">LWR</a> and <a href="https://help.salesforce.com/s/articleView?id=experience.exp_cloud_basics_glossary.htm&amp;language=en_US&amp;type=5" target="_blank">Aura</a></td></tr></tbody></table>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d27239e79">User Permissions Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d27239e79 ">To build and manage Service Agents:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d27239e79 ">Manage Agentforce Service Agents AND Manage AI Agents OR Customize Application </td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d27239e79 ">To write, edit, or deploy Apex code To create and EDIT Apex classes and
              Triggers.</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d27239e79 ">Author Apex</td>

          </tr>
        </tbody>
      </table>

Make sure you’ve turned on Agentforce Service agent in Setup. For more information, see [Agentforce Service Agent](https://help.salesforce.com/s/articleView?id=service.service_agent_overview.htm&type=5&language=en_US).

Actions define the skills of your agent. To complete the fulfillment process, you build custom actions that perform tasks like resetting a device or checking order status. To track the progress of these interactions accurately, include the out-of-the-box Update Service Campaign Member Progress invocable action at the end of your fulfillment logic. This action updates the proactive dashboard to show the campaign status for the end user.

1. From Setup, in the Quick Find box, enter Flows and select **Flows**.
2. Click **New Flow** and select **Autolaunched Flow (No Trigger)**.
3. Build your custom fulfillment logic, such as querying an Event DMO or updating a record, using the serviceCampaignId and serviceCampaignMemberId context variables.
4. Add a **New Action** element to the end of your flow canvas and search for Update Service Campaign Member Progress.
5. Map the **serviceCampaignId** and the **contactId** to the action parameters.
    
    To find the correct contactId, read the value from the Service Campaign Member record associated with your session.
6. Save your flow and enter a unique name.
7. Click **Activate**.
8. From Setup, in the Quick Find box, enter **Agents** and select **Agentforce**.
9. Select your agent, select **Actions,** and then select **Add Action** to link your new flow to the agent library.
10. Save your changes to make sure the agent can run the new fulfillment skill.