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Agentforce Service Agent

Agentforce Service Agent is a massive leap forward in customer service automation. It’s a trusted conversational AI agent that seamlessly supports customer service teams. Unlike traditional chatbots that rely on rigid, declarative dialogs, these autonomous agents use generative AI to operate 24/7 across self-service portals and messaging channels to handle tasks, make decisions, and provide natural responses aligned with branding.

In this blog post, we’ll guide step by step how to deploy and configure Agentforce Service Agent for Experience Sites.

Setup for Agentforce Service Agent

Step 1: Turn on Einstein

  1. Navigate to Setup.
  2. In the Quick Find box, search for Einstein Setup.
  3. Click Einstein Setup and turn Einstein on.
Agentforce Service Agent

Step 2: Enable Agentforce Agents

  1. Go to Setup.
  2. Search for Agentforce Agents.
  3. Enable the toggle for Agentforce.

Step 3: Create a New Service Agent

  1. Go to Agentforce Agents → Click New Agent.
  2. Select a topic for the agent.
  3. Enter the required agent details.
  4. (Optional) Add a Data Source if needed.
  5. Click Create to generate the agent.
  6. Once created, Activate the agent.

NOTE – This blog post mainly focuses on configuration of service agent over the experience site not creating topics and actions.

Step 4: Omni-Channel Setup in Service Cloud

Begin setting up Omni-Channel to handle routing for the chat experience.

Step 5: Configure Presence Statuses

Presence statuses represent the availability of an agent:

  • Online
  • Offline
  • Busy, etc.

Steps:

  1. Go to Setup → search for Presence Statuses.
  2. Create statuses as needed.

Step 6: Create Presence Configuration

Go to Setup → search for Presence Configurations.

Click New and create a configuration.

Link your previously created Presence Statuses here.

Step 7: Create Routing Configuration

Before that, Create Two Queues:

  • Queue 1: Without routing configuration (to be passed into Routing Configuration).
  • Queue 2: With routing configuration (to be passed into Flow and Messaging Settings)

Create Routing Configuration:

  1. Go to Setup → search for Routing Configurations.
  2. Create a new routing config and link Queue 1 to it.

Step 8: Assign Permission to the User

  1. Name it appropriately (e.g., “Agentforce Permission”).
  2. Enable Service Presence Status Access in the App Settings.
  3. Assign it to :
    - Einstein Agent User
    – System Administrator

Step 9: Create Flow for Omni-Channel Messaging

Create a New Flow

  • Type: Autolaunched Flow (No Trigger)

2. Create a Variable

  • Resource Type: Variable
  • API Name: recordId
  • Data Type: Text
  • Availability: Check Available for input

3. Add “Route Work” Element

  • Drag the Route Work element onto the canvas.

4. Configure “Route Work” Element

  • How Many Work Records to Route?:
    Select Single
  • Record ID Variable:
    Set to recordId
  • Service Channel:
    Select Messaging
  • Route To:
    Select Agentforce Service Agent
  • Agentforce Service Agent:
    Choose the specific agent (e.g., Agentforce Service Agent)

5. Set Fallback Queue

  • Fallback Queue Option:
    Select Select Queue
  • Fallback Queue:
    Choose Messaging Queue

If Your Queue Doesn’t Appear in the Fallback List:

  • Go to Setup > Queues
  • Open the desired Queue
  • Ensure a Routing Configuration is assigned
  • Also, ensure the Messaging Service Channel is added to that Routing Configuration

6. Save and Activate the Flow

  • Click Save
  • Click Activate

Step 10: Set Up Messaging Channel

  • Go to Messaging Settings → Click New Channel.
  • Choose: In-App and Web Messaging.
  • Under Omni-Channel Routing:
    – Routing Type: Omni-Flow
    – Add the Flow created earlier
    – Select the Fallback Queue

Step 11: Configure Embedded Service Deployment

  1. Go to Embedded Service Deployments.
  2. If it’s disabled:
    • Go to Digital Experiences → Settings → Enable it.
    • Then return and retry Embedded Services.

Setup Steps:

  • Enter domain as: my.site.com
  • Activate the deployment

Step 12: Create Experience Site

  1. Go to All Sites under Digital Experiences.
  2. Click New → Select Template → Click Get Started.
  3. Give a Site Name and URL (e.g., DemoSite).
  4. Click Create.
  5. In Workspaces, open Builder.

Step 13: Add Embedded Messaging

  • In the Site Builder, drag and drop Embedded Messaging onto the canvas.
  • Publish the site.

Conclusion

Setting up Agentforce Service in Salesforce becomes easy when you follow the steps one by one. From turning on Einstein to creating your agent, setting up Omni-Channel, and adding the chat to your website — each part helps you build a smarter way to talk to your customers.

Once everything is set up, your agents can chat with users easily, and customers get faster and better help. Just make sure to check small things like permissions and settings if you face any issues. In this blog post, we have covered all the steps.

You can deepen your understanding of Data Cloud by exploring our comprehensive course on Salesforce Data Cloud and Agentforce – Building Agents and also check out our latest blogs on our websites for additional knowledge about salesforce.

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