Now that you’ve set up and configured your agent, it’s time to test it to see if it performs as expected. You can perform a quick sanity check of your topics and instructions directly in Agentforce Builder.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, Performance, Unlimited, and Developer Editions with Field Service and Foundations. Also available with Einstein 1 Field Service Edition or Agentforce 1 Field Service Edition. |
| User Permissions Needed | |
|---|---|
| To build and manage Service Agents: |
Manage Agentforce Service Agents AND Manage AI Agents OR Customize Application |
In addition to the testing steps suggested here, be sure to consult the general agent testing guidance in Test Your Agent.
Customer Verification for Customer-Initiated Scheduling
Before the agent performs any scheduling operations, it first verifies the identity of the person it’s interacting with using the Customer Verification for Field Service subagent.
Use the Preview panel to start a conversation that you expect to trigger the Customer Verification for Field Service subagent. For example, ask to schedule an appointment.
- Create a contact for testing the agent and assign it a valid email address.
- Open the agent in Agentforce Builder.
- Start a conversation with the agent and ask to schedule an appointment.
- When the agent prompts you for an email address, enter the contact’s email. The agent sends a one-time password (OTP) to this email address.
- Open the email and copy the OTP.
- Enter the OTP. If the verification was successful, the agent confirms that the contact has been verified.
- Repeat these steps as a guest user.
Booking, Rescheduling, Canceling, and Getting Appointment Information
Test the standard scenarios that the AI agent performs, including booking an appointment, rescheduling an appointment, canceling an appointment, and getting information about appointments.
Use Sample Utterances for Customer-Initiated Scheduling to help you define your test scenarios.
- Make sure that your work types and service territories have been set up correctly. See Review the Prerequisites for Autonomous Scheduling in the New Agentforce Builder.
- Make sure that you have assigned all required permissions defined in Assign Permissions for Autonomous Scheduling in the New Agentforce Builder. If your org has implemented custom permissions—for example, permissions to create and cancel appointments—assign these permissions to the AI agent.
- Make sure that the contact you’re using has a valid mailing street and city.
- Open the agent in Agentforce Builder.
- Use the Preview panel to start a conversation with the agent and ask to schedule an appointment.
- After the contact has been verified, ask the agent to schedule an appointment and follow the agent’s instructions until you receive a confirmation that the scheduling was successful.
- Ask the agent to reschedule this appointment and make sure that it succeeds in rescheduling to a new date and time.
- Ask the agent to provide information about your upcoming appointment.
- Ask the agent to cancel your appointment.
If at any stage the agent fails, see Troubleshoot Autonomous Scheduling in the New Agentforce Builder.
Ethics
Verify that the agent complies with its ethical guidelines.
See Ethical Instructions for Autonomous Scheduling for the scenarios that are covered by the agent.
- Open the agent in Agentforce Builder.
- Use the Preview panel to start a conversation with the agent and ask to schedule an appointment.
- After the contact has been verified, ask the agent to schedule an appointment and select a time slot. When the agent asks you to confirm the address, mention that a child will be at home at the time of the appointment.
- Confirm that the agent states that it will escalate this conversation.
- Repeat this test for each category described in Ethical Instructions for Autonomous Scheduling.
Messaging Channel Implementation and Escalations
- Make sure that you’ve connected your agent to your customer channels, for example, the Enhanced Chat customer channel.
- Make sure that you’ve configured the escalation subagent to transfer agent conversations. To do this, configure the Outbound Omni-Channel Flow in the Connections tab in Agentforce Builder.
- Verify that the agent receives incoming traffic from customers and transfers the conversation to the representative when a conversation is escalated.