Create agents, messaging components, and flows. Then, route your conversations to the appropriate agent.
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. |
- Create an Agentforce Service Agent for Customer Outreach in the Legacy Agentforce Builder
Create an additional agent that rebooks service appointments and coordinates asset maintenance appointments. - Create an Agentforce Employee Agent for Customer Outreach in the Legacy Agentforce Builder
Let employees, such as dispatchers and service managers, rebook appointments from the Agentforce panel anywhere in Salesforce. - Create the Messaging Components for Customer Outreach in the Legacy Agentforce Builder
Set up a messaging component for every message that you want to send to your customers. - Create the Notification Flow for Customer Outreach in the Legacy Agentforce Builder
Create a notification flow that sends notifications to the customer when triggered. - Create the Asset Maintenance Flow for Customer Outreach in the Legacy Agentforce Builder
Create an asset maintenance flow that triggers the notification flow you created. - Route Your Customer Outreach Conversations in the Legacy Agentforce Builder
Set up Omni-Channel flows to route conversations to the required agent and from the agent to an escalation queue, rep, or other destination you specify.