Discover Agentforce for Sales — 练习操作步骤

本文是《Discover Agentforce for Sales — 发现销售 AI 代理》的练习操作步骤。阅读原文请见：Discover Agentforce for Sales — 发现销售 AI 代理。

Hands-on exercises covering four agents: SDR (Lead Nurturing), Sales Coach, Pipeline Management, and Quoting Agent. Start with sign-up.

1. Sign Up for a Trailhead Playground

1. Open the Agentforce SDR Setup and Customization module page and click Create Playground in the Hands-on Challenge section to create a Trailhead Playground.
2. Note the expiration date and complete the hands-on steps before then.

2. Enable the SDR (Lead Nurturing) Agent

Enable Agentforce

1. Click the gear icon and select Salesforce Go (or in Setup, use Quick Find to search for and select Salesforce Go).
2. In the Search features… textbox, enter and select Agentforce for Sales.
3. On the Agentforce for Sales page, click Turn On in the Turn On Agentforce card.
4. Click Turn On again to confirm.

Enable Engagement

1. On the Agentforce for Sales page (from the previous step), under Start with an Agent Template, toggle on Engagement.
2. When prompted, click Turn On in the dialog box and wait for the agent to be enabled.

Manage Access for Managers and Users

1. Next to Manage Access for Managers and Users, click Manage.
2. Under the Use Engagement Agent tab, change the dropdown to All Users.
3. Locate OrgFarm EPIC, check the box, then Assign and Done.

Configure Einstein Activity Capture

1. Click Go To Setup next to Configure Einstein Activity Capture (EAC).
2. Click Start Set Up, select Google, then Next.
3. Select User Level, then Next.
4. Enter Welo Connection, then Next.
5. Review Sync Settings → Next, then Advanced Settings → Next.
6. Add OrgFarm EPIC to the Selected list, then Next, then Finish.
7. Close the tab and refresh the Salesforce Go page.

Manage the Agent's User Record and Email

1. Next to Manage Agent's User Record and Email, click Manage.
2. Click the Agent's User Record dropdown and select + New User (refresh if needed).
3. First Name Sales, Last Name Agent, then Create.
4. Click Next, then Connect Account.
5. Check the terms box and click Next.
6. Click Connect My Google Account and link your email and calendar, then finish.

Configure Data for Your Agent

1. Download the Welo Company FAQ.
2. Click Go to Setup next to Configure Data for Your Agent.
3. Click Add Data, then Upload Files.
4. Name: Welo Customer Policies Library; click Upload Files and select Welo Company FAQ.
5. Click Save and wait until status shows Uploaded.

Build a New Sales Agent

1. Next to Build and Manage Agent, click Go, then Get Started.
2. Click the Engagement template, then Continue.
3. Agent Name Lead Nurturing, Company Name Welo.
4. For Company Description, paste the following: Welo is a premier provider of IT solutions and services, specializing in cutting-edge hardware and comprehensive services for managing data centers.（中文备注：Welo 是一家领先的 IT 解决方案与服务提供商，专注于数据中心管理的前沿硬件和综合服务。）
5. Click Save and Continue.

Configure Email Settings

1. For Primary Value Proposition, paste the following: Welo offers top-tier IT solutions and services, specializing in hardware and services for managing data centers. Our commitment to excellence and innovation ensures we deliver unparalleled services that empower businesses to thrive and innovate.（中文备注：Welo 提供顶级的 IT 解决方案与服务，专注于数据中心管理的硬件和服务。我们以卓越和创新为己任，提供无与伦比的服务，帮助企业蓬勃发展、持续创新。）
2. For Key Achievements, paste the following: Customer Satisfaction Rate: Welo boasts a 95% customer satisfaction rate, reflecting our commitment to delivering exceptional solutions. Transforming Retail Operations: Partnered with a major retail chain to implement a custom CRM solution, resulting in a 30% increase in sales and a 25% improvement in customer retention. Streamlining Healthcare Services: Collaborated with a healthcare provider to develop an integrated patient management system, reducing administrative costs by 20% and improving patient satisfaction scores by 15%.（中文备注：客户满意度 95%；零售运营转型——与大型零售连锁合作实施定制 CRM，销售额提升 30%、客户留存提升 25%；医疗健康服务简化——与医疗服务商合作开发集成患者管理系统，行政成本降低 20%、患者满意度提升 15%。）
3. Leave the nudge and additional settings as they are.
4. In Preview Email, select lead Sandra Eberhard and click Generate Preview.
5. Click Continue.

Test Agent Responses

1. In Preview Email, select lead Andy Young.
2. Paste the sample customer question and review the response.
3. Click Continue.

Assign Prospects to Your Agent

1. Toggle the Qualification Status button on.
2. Enter the following into the Customer Profile box: As a leading provider of IT solutions and data center services, you're targeting the financial services industry, where demand for secure and scalable infrastructure is especially high. You're also focusing on prospects who have already demonstrated buying intent, such as engaging with demos or requesting pricing.（中文备注：作为领先的 IT 解决方案和数据中心服务提供商，目标客户是金融服务行业（对安全可扩展的基础设施需求旺盛），聚焦已表现出购买意向的潜在客户，如参与过演示或询过价。）
3. Scroll down to the Additional Data to Capture section and continue with the remaining settings.

Review and Activate

1. Review the configurations and test in Preview Email.
2. Click Activate Agent.

3. Configure and Activate Sales Coach

Enable Agentforce Sales Coach

1. From the playground home page, click the gear icon.
2. In the Quick Find box type Sales Coach and click Agentforce Sales Coach.
3. In the Agentforce Sales Coach Setup wizard, click Enable All.
4. In the Step 1: Enable Agentforce Sales Coach section, click the toggle to activate Agentforce Sales Coach.
5. A popup appears. Click Got It.

Create a Sales Coaching User

1. Click Step 2: Create a User for Agentforce Sales Coach to expand the section.
2. Click Go to User Setup.
3. Populate the New User fields:
• First Name: Sales Coach
• Last Name: Agent
• Alias: auto-populates
• Email: your email address
• Username: scoach + <your initials> + <today's date> + <your favorite color> + @thsc.com (must be unique)
• Nickname: auto-populates
• Company: Acme
• User License: Einstein Agent
• Profile: Einstein Agent User
• Click Save, then close the tab and return to the Setup tab.
• In Step 2, click Go to Permission Sets.
• Click Add Assignments.
• Select the Agent, Sales Coach checkbox, click Assign, then Done. Close the tab.

Grant Users Access to Sales Coaching

1. From the Setup page, click Step 3: Grant Access to Agentforce Sales Coach.
2. Click the first Go to Permission Sets (Assign Users to Manage Agentforce Sales Coach).
3. Click Add Assignments.
4. Check the box next to YOUR NAME, click Assign, then Done. Close the tab.
5. Click Go to Permission Sets (Assign Users to Access Agentforce Sales Coach).
6. Click Add Assignments.
7. Check the box next to YOUR NAME, click Assign, then Done. Close the tab.

Add Agentforce Sales Coaching to Opportunity Pages

1. Click Step 1: Enable Agentforce Sales Coach to expand the section.
2. Click Go to App Builder.
3. In Lightning App Builder, click and drag Agentforce Sales Coach to just above the Related Lists section.
4. Click Save, then Activate.
5. Click Assign as Org Default.
6. Leave Desktop as the default, click Next, then Save. Close the tab and refresh the Setup page.

Configure and Activate the Agent

1. From the Setup page, click Step 4 Configure and Activate Agentforce Sales Coach.
2. Click Go to Agent Builder.
3. In Agentforce Builder, click Select on the Agentforce Sales Coach tile.
• Name: Sales Coach Agent
• Developer Name: Sales_Coach_Agent
• Ensure New User is selected.
• Click Let's Go.

Personalize the Sales Coaching Agent

1. In the Explorer panel, click the Negotiation/Role-Play subagent.
2. Replace the First Paragraph, Reasoning Instructions, and the "When asked to start the negotiation…" Instruction with the script provided in the course material.
3. Click Save.
4. Click the plus icon next to the Negotiation/Role-Play subagent, select Add from Asset Library.
5. In the Search actions box, enter negotiation.
6. Select the Agentforce Sales Coach: Give Feedback on Negotiation/Review Stage action, then Add to Agent.
7. Click Save, then the back arrow to leave Agentforce Builder.

Adjust the Prompt Template

1. Click the gear icon and Setup.
2. Search for and select Agentforce Assets, then click the Actions subtab.
3. Select Agentforce Sales Coach: Give Feedback on Negotiation/Review Stage.
4. Click the open in a new tab icon on the Reference Action, then click OK on the popup.
5. Click the Preview Settings icon.
6. In the Transcript field, add the script provided in the course material. In the Object field, select the first Edge Emergency Generator.
7. Click Preview and review, then Save As → Save as a New Version.
8. In the Prompt Template workspace, find <NEGOTIATION QUESTIONS> and paste the two additional questions provided in the course material.
9. Click Save & Preview, review, then Activate.
10. Click the back arrow to return to Setup.
11. Open the App Launcher, select Agentforce Studio, then click Sales Coach Agent.
12. Click Commit Version twice, then Activate twice. Click the back arrow to leave Agentforce Builder.

Using Sales Coaching

1. Click the App Launcher icon, search for and select Sales.
2. Click the Opportunities tab.
3. Change the List View to All Opportunities.
4. Select Edge Emergency Generator (choose the one with the Prospecting stage if more than one appears).

Practice Your Pitch

1. Click Qualification and select Mark Stage as Current Stage.
2. On the right, click Start to launch Agentforce Sales Coach.
3. Select Practice Your Pitch and click Next.
4. Click Enable Microphone and Camera and select your devices.
5. Click Start, then Start Recording, and recite your pitch (in English). When finished, click End Practice.
6. Click View Feedback to review the coach's feedback. Use Copy Feedback to save it.
7. Click Done; click Try Again to repeat as needed.

Practice Negotiating by Role Playing

1. Click Negotiation/Review and select Mark Stage as Current Stage.
2. On the right, click Start to launch the agent.
3. If necessary, click Enable Microphone and Camera.
4. Review the talking points, then click Start.
5. The agent (acting as the customer) starts the conversation. Click Speak to respond, then click Done Speaking when finished.
6. Continue the back-and-forth with the agent for at least three responses (within the five-minute limit).
7. Click End Role Play when finished.
8. Click View Feedback to review the coaching feedback. Use Copy Feedback to save it.

4. Enable Pipeline Management

Sign Up for a Developer Edition Org

1. Sign up for a free Developer Edition org for Pipeline Management Agent.
2. Fill out the form, click Sign me up, open the activation email, and click Verify Account.
3. Connect the org to Trailhead: Connect Org, sign in, Allow, then Yes! Save it.

Enable Pipeline Management Supporting Features

1. Click the gear icon and select Setup.
2. In Setup Quick Find, search for and select Salesforce Go.
3. In Search features, search for and select Agentforce Studio.
4. Click Get Started, Turn On, then Confirm.
5. Click Salesforce Go to return, then search for and select Agentforce for Sales.

Enable Pipeline Management Flows

1. In Salesforce Go, scroll down and click the right arrow next to Pipeline Management.
2. Turn the Pipeline Management toggle On, then click Confirm.
3. Scroll to Customize Pipeline Management Flows and click Process Field Update Suggestions Flow (leave the tab open).

Add Notes to the Opportunity Record Page

1. In Setup, click Object Manager, search for Opportunity, and select it.
2. Click Page Layouts, then Opportunity Layout, then Related Lists.
3. Drag Notes to the related lists section.
4. Click Save, then Yes in the popup.

Update Your Timezone

1. In Setup, search for and select Company Information, click Edit, set your name/email/phone (1234567890), and update the Default Time Zone, then Save.
2. In Setup, search for and select Users, click Edit next to your name, update the Default Time Zone, then Save.

Test Your Agent

1. Open the App Launcher and select Sales.
2. In global search, select the Grand Hotels Guest Portable Generators opportunity.
3. Click the down arrow and Edit, update the close date to the end of the current month, then Save.
4. In the Related section, click the arrow next to Notes and select New.
5. For Title, enter Zoom video call, paste the provided text, then Done.
6. Go to the Process Field Update Suggestion flow tab, click Edit next to Flow Starts.
7. Set the Start Date to today and the start time to 2 minutes in the future.
8. Click Save As New Flow, Label Testing Zoom Call, then Save and Activate.
9. Return to Opportunities, open the Inspection subtab, hover over the note in Agent Activity, and click Review.
10. Click Update in the Next Step section.

Test Autonomous Updating

1. Click the gear icon and select Setup.
2. Search for and select Salesforce Go, then Agentforce for Sales, and expand Pipeline Management.
3. Set the Update Fields Autonomously toggle to Active.
4. In Sales, select GenePoint Lab Generators, Edit, change close date to end of month, Save.
5. Add a note: Title Onsite Meeting, paste text, Done.
6. In Sales, select Edge Emergency Generator, update close date, Save.
7. Add a note: Title Subject Request for Proposal & Pricing-Urgent Next Steps, paste text, Done.
8. In the flow tab, click Edit next to Flow Starts, set Start Date to today and time 2 minutes in the future, Save as New Version, Save, then Activate.
9. Open Opportunities → Inspection subtab, hover over Stage Updated / Next Step Updated, and click Review.

5. Build the Quoting Agent

Sign Up for a Developer Edition Org

1. Click Create Playground, then Yes, Create Playground.
2. Note the expiration date and click Launch to open the playground.

Enable Quoting Agent Supporting Features

1. Click the gear icon and select Setup.
2. Search for and select Salesforce Pricing Setup, then click Sync in the Sync Pricing Data section, and Confirm.
3. In Setup Quick Find, search for and select Salesforce Go, then Agentforce Studio.
4. Click Get Started, Turn On, then Confirm, and refresh.
5. In Quick Find, search for and select Einstein for Sales, then toggle Sales Emails to Enabled, and refresh.

Create the Quoting Agent

1. Open the App Launcher and select Agentforce Studio.
2. Click New Agent, then Select on the Agentforce Employee Agent tile.
3. Name: Quoting Agent; API Name: Quoting_Agent; click Let's Go.

Adjust the Subagents

1. Click the plus icon next to Subagents and select Add from Asset Library.
2. Search quote, click Select under Quote Management, then Add to Agent.
3. Click the three dots next to General FAQ and select Delete, then Yes, Delete.
4. Click Save, then Commit Version twice, then Activate twice.

Provide Sales Reps Access

1. Click the back arrow, then the gear icon and Setup.
2. Search for and select Permission Sets, then New.
3. Label Agentforce User (API Agentforce_User), License None, then Save.
4. Scroll to Agent Access, click Edit, select Quoting Agent, click Add, then Save.
5. Click Manage Assignments → Add Assignment, select OrgFarm EPIC, Next, Assign, Done.

Generate a Quote

1. Open the App Launcher and select Revenue Cloud.
2. Click the Accounts tab, change to All Accounts, and select EdgeMX.
3. Click the Agentforce icon.
4. Enter: Hi! Can you please create a quote for this account with 15 units of the Headset product. Please apply a 15% discount.
5. If prompted, select Office Upgrade as the Opportunity.
6. Enter Please show me the quote, then Please change the discount to 10% for the first product.
7. Enter Please show me the quote again and confirm the 10% discount.

Email the Quote

1. In the org search bar, enter Office Upgrade and open the Opportunity.
2. Click the Related tab, scroll to Quotes, and select the quote.
3. Click the down arrow and select Email Quote, then No, Send through Salesforce.
4. To: Rose Gonzalez; Subject: New quote for your office upgrade.
5. Click Draft with AI, select Create Quote Email, select the Office Upgrade quote, then Continue.
6. Click Done and review (no need to actually send).