Service Agent 定制 — 用 Prompt Builder + Agent Actions + Flow 构建智能客服（练习操作步骤）

《Service Agent 定制 — 用 Prompt Builder + Agent Actions + Flow 构建智能客服》的分步练习操作指南。...

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📅 2026/10/2 ✍️ ponybai 🏷️ agentforce, salesforce, prompt-builder

本文是《Service Agent 定制 — 用 Prompt Builder + Agent Actions + Flow 构建智能客服》的练习操作步骤。阅读原文请见：Service Agent 定制 — 用 Prompt Builder + Agent Actions + Flow 构建智能客服。

1. Enable Agentforce

  1. In the Setup Quick Find, search for and select Salesforce Go.
  2. In Search features, enter and select Agentforce (Default).
  3. Click Get Started, Turn On, then Confirm.

2. Add a Custom Subagent

  1. In Setup Quick Find, search for and select Agentforce Agents.
  2. Select Coral Cloud Experience Agent, then Open in Builder.
  3. Click New > + New Subagent.
  4. Enter Handles guest issues by providing personalized recovery options based on an open case. and click Next.
  5. Configure the subagent (Name, Classification Description, Scope) and leave only two instruction text boxes.
  6. Add the two provided instructions, then Next and Finish.

3. Add an Action to Validate Customer Details

  1. Select the Guest Issue Recovery subagent.
  2. With Subagent's Actions selected, click New > + Create New Action.
  3. Select Flow as Reference Action Type, and Get Customer Details as Reference Action.
  4. Click Next.
  5. Uncheck Show loading text for this action.
  6. For email and memberNumber, check Require Input; for contact, check Show in conversation.
  7. Click Finish.

4. Create an Action to Use the Prompt Template

  1. With Subagent's Actions selected, click New > + Create New Action.
  2. Select Prompt Template as Reference Action Type, and Guest Experience Compensation as Reference Action.
  3. Click Next.
  4. Configure the Agent Action Instructions, uncheck Show loading text, and check Show in conversation.
  5. Click Finish.

5. Test Your Agent

  1. In Agentforce Builder, click the refresh icon in the Conversation Preview.
  2. Enter The White Water Rafting experience my family and I booked was unexpectedly cancelled. and press Enter.
  3. Enter I'm sofiarodriguez@example.com and my membership number is 10008155. and press Enter.
  4. Note the agent offers Tier 2 compensation for a Tier 3 issue.
  5. Refresh and enter At the Ocean Kayak Expedition, I didn't like that the tour group was so large.
  6. Enter I'm tabathatobias@example.com and my membership number is 10009996.

6. Modify the Prompt Template

  1. Click the gear icon and select Setup.
  2. Search for and select Prompt Builder, then click Guest Experience Compensation.
  3. Replace the line "Determine the appropriate tier of compensation based on the guidelines below." with the provided text.
  4. Click Save As > Save As New Version.

7. Activate a Flow and Connect It to the Prompt

  1. In Setup, search for and select Flows, then select Get Open Cases for Contact.
  2. Click Activate, then the back arrow to return to Setup.
  3. In Setup, search for and select Prompt Builder, then Guest Experience Compensation.
  4. After Case Details:, click Insert Resource > Flows > Get Open Cases for Contact.
  5. After Complaint:, click Insert Resource > Free Text > Complaint.
  6. Click Save.

8. Preview and Activate

  1. Click Preview, select Sofia Rodriguez in Contact, and enter I didn't like that the tour group was so large in Complaint.
  2. Click Preview again and review.
  3. Click Activate.

9. Retest in Agentforce Builder

  1. In Setup, search for and select Agentforce Agents, choose Coral Cloud Experience Agent, then Open in Builder.
  2. Enter The White Water Rafting experience my family and I booked was unexpectedly canceled. and press Enter.
  3. Enter I'm sofiarodriguez@example.com and my membership number is 10008155. and confirm the improved response.