A short tutorial (YouTube) demonstrating how to build a basic AgentForce service agent using Salesforce Foundations. The video explains accessing Salesforce Foundations (a free add-on for Sales or Service Enterprise Edition+), navigating Setup → AgentForce Agents, selecting templates or GenAI, choosing topics (General FAQ and escalation to a human rep), naming the agent (“My First Agent”), enabling conversation-data enrichment, connecting Data Cloud, creating the agent, and testing resources (Trailhead and an Experience Cloud site).
Chapters
Salesforce Foundations is a free add on for Sales or Service Enterprise Edition and up customers, giving you access to key features across Sales, Service, Marketing, Commerce, Data Cloud and AgentForce for free. Learn how your employees and customers can leverage AgentForce to enhance their productivity. AgentForce via Salesforce Foundations features a new simplified UI that provides access to other Salesforce clouds on the left hand navigation bar. Now let's build our first agent. Navigate to the top right of the screen and click the Quick Settings icon and open Advanced Setup on the Setup page. Navigate to Quick Find in the top left of the screen and type Agents. A list will appear and you can click AgentForce Agents in AgentForce Studio. You'll see the previous agents you created at the bottom of the page and other resources. To learn more about using and creating agents in this demo, we'll go to the top right and click New Agent. The first step in Agent Builder is where you have the ability to create from an existing template or create with Genai. You can create Sales Development Rep Agent to perform lead nurturing 24. 7 or a sales Coach Agent who can provide feedback to your sales rep at different stages of the opportunity or a Setup agent to help with administrative tasks. Lastly, you can create a service agent to answer customer questions. For our demo we'll build a service agent. There will be more to come. Click the Next button at the top right of the page to get started building our service Agent. Second, you'll be taken to the Review Topics page. Here you can select what topics you want your service agent to handle, ranging from Case management to General faq. In this demo, your customer needs to get answers to FAQs based on your business knowledge articles. If an agent does not know the answer to the question, it will hand off to a human rep to serve this need. Our agent will have two General FAQ and Escalation to a human Rep. Let's click Next in the top right to customize our agent further. Now let's define our agent further. Remember we are creating this agent to answer customer questions and escalate when necessary. Let's name it My First Agent. Then enter a description for role. Let's say Answer questions for the customer Company. Just insert your company name. Finally, select New Agent User from the dropdown and click the box to enrich your conversation data. Now let's click Next at the top right. For our last step, you will access Data Cloud to provide the data that your service agent will use to handle customer questions. Now let's click Create in the top right of the screen. You've built your agent and you'll see a conversation bar to the right similar to the default agent we discussed earlier. Now you can ask service questions related to your business. You can also test the agent on an experienced cloud site. Please visit Trailhead to review the modules on how to build your first agent and learn more about capabilities and be able to test your agent in an experienced cloud site. Access Salesforce Foundations via our website to learn more and start building with AgentForce. To get started, visit salesforce.com CRM foundations.
