Establish the messaging infrastructure and the automated skills that the agent uses to interact with customers during proactive service.
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 |
| 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. |
| User Permissions Needed | |
|---|---|
| To set up Omni-Channel Flow and Messaging: | Customize Application |
| To set up Enhanced Chat v1: | Customize Application AND Modify Metadata Through Metadata API Functions |
| To build and manage Service Agents: | Manage Agentforce Service Agents AND Manage AI Agents OR Customize Application |
Make sure you have the Agentforce for Service or Einstein Platform add-on license.
Proactive Service offers two fulfillment methods to resolve customer issues: Unified Catalog (UC) and Guided Troubleshooting.
- Unified Catalog (UC): Provides a centralized repository of resources, such as knowledge articles and self-service tools, for customers to resolve issues independently.
- Guided Troubleshooting: Uses Agentforce and Messaging infrastructure to provide interactive, step-by-step assistance.
Choosing Guided Troubleshooting while creating a Proactive Service Scenario requires setting up the Agentforce and Messaging infrastructure. Enhanced Chat serves as the primary communication medium for this fulfillment type. Setting up this channel creates the digital environment for the Agentforce Service agent to start conversations based on service campaigns and customer signals.
- From Setup, in the Quick Find box, enter Messaging, and select Messaging Settings.
- In the Channels section, select New Channel.
- Select Enhanced Chat as the platform type and click Next.
- Select Add User Verification to make sure agent actions run in the context of the authenticated user.
- Save your changes.