Add the required components to your site to start the proactive service process when a
customer opens a fulfillment URL.
Required Editions
| Available in: Salesforce Classic and Lightning Experience |
| Available in: Available in Enterprise, Performance, Unlimited, and Developer Editions
with Foundations or Agentforce 1 Editions. Access to some standard agent actions requires
additional add-on licenses.
|
| Available in: LWR and Aura |
| Available in: Enhanced Chat with the Einstein for Service, Einstein Platform,
Community, Community Plus, or Agentforce for Service add-on |
| User Permissions Needed |
| To create an Experience Cloud site: |
Create and Set Up Experiences AND View Setup and Configuration |
| To customize or publish an Experience Cloud site: |
- Create and Set Up Experiences AND View Setup and Configuration AND be a member of the
site OR
- View Setup and Configuration AND be a member of the site AND have appropriate role-based site access
|
- Make sure you’ve an active Experience Cloud site and a Customer Community or Customer
Community Plus license.
- Confirm your Embedded Service Deployment is published and contains the enabled proactive
context variables.
- Make sure you’ve the ProactiveServicePlatformAccess and ProactiveServicePSL licenses
provisioned in your org.
The components you add to your site depend on the fulfillment flavor you select for your
Proactive Service scenario. These components start the fulfillment process for the Service
Campaign specified in the page's URL.
Fulfillment Component Requirements
| Fulfillment Flavor |
Required Components |
Description |
| Unified Catalog (UC) |
Proactive Service Campaign Manager |
Drag this component onto your proactive landing page to show service options based on
campaign data. |
| Guided Troubleshooting |
Proactive Service Campaign Manager AND Embedded Messaging |
Use these together to start the fulfillment process and provide the chat interface for
the Agentforce Service Agent. |
| Component |
Function |
Key Configuration |
| Proactive Service Campaign Manager |
Acts as the listener to start the process. |
Set the Chat Invitation Label to act as the agent call-to-action (CTA). |
| Embedded Messaging |
Handles the chat interface between the agent and customer. |
Link this to the correct Embedded Service Deployment. |
-
From Setup, in the Quick Find box, enter Digital Experiences, and
select All Sites.
-
Select Builder next to your site name.
-
Select the Components icon.
-
Drag the Proactive Service Campaign Handler component to the page
body.
-
In the property editor, enter a value for the Chat Invitation Label if you turn on User
Verification in your Messaging Channel.
This label serves as the text for the agent CTA.
-
Drag the Embedded Messaging or Quick Chat component to the page footer.
-
In the property editor, select your Embedded Service
Deployment.
-
Select the Add credential-based user verification checkbox in the
component properties if your messaging channel uses User Verification.
-
Publish your site to run the changes in your live environment.
