This guide is part of our series on “Mastering Agentforce”.
To explore the complete series, please click here.
Agentforce, Salesforce’s AI-powered agent automation tool, enables support teams to work smarter and faster. One of the key capabilities is the ability to create Custom Actions for Agents, allowing automation of tasks using Flows.
In this guide, we will walk you through creating a Custom Action for an Agent using Flow to automate case creation based on natural language instructions. This means that support agents can simply describe a case in plain language, and Agentforce will automatically generate a well-structured case—eliminating the need for manual data entry.
Business Use Case: Create a Case Using Natural Language Instructions During Live Calls
Imagine your customer support team needs to create cases rapidly while actively engaging with customers on calls. Currently, they have to:
- Navigate to the Cases tab
- Manually enter details into multiple fields
- Save the record
All of this while trying to maintain an engaging conversation with the customer.
The Solution? Leverage Salesforce Flow and Agentforce to accelerate case creation. Using a custom action, support agents can simply describe the issue in natural language, and the system will automatically generate a well-structured case with the correct subject and description—reducing effort and improving accuracy.
Here is how this is going work:
Step-by-Step Guide: Creating Custom Action for Agent Using Flow
This process is simple and should take 15-20 minutes to configure and test. Here’s what we are going to cover this guide, step-by-step:
- Create a Flow
- Create Custom Action for Agent using Flow
- Add Custom Action to Agent
- Test Custom Action
In the overall flow of Agentforce, the following diagram highlights the key components that we will cover in this guide.
NOTE: Certain sections of the guide will appear as locked in the free preview. You can download the unlocked version of the guide in PDF format by subscribing to our “All Access” Pass through the link below.
Unlock the Power of Salesforce Generative AI: Master Agentforce!
Discover how to leverage Salesforce’s cutting-edge Generative AI tools to streamline your workflows and boost productivity.
Our comprehensive guides and hands-on workshops will take you from beginner to expert in no time. Learn the ins and outs of Agentforce, Agents, Topics, Actions and Prompt Builder with step-by-step tutorials, best practices, and real-world examples.
We also offer live onsite/online training for Salesforce partners, as well as consulting and implementation services for Salesforce customers.
Conclusion
This guide is just the starting point for using Salesforce Flows to create Custom Actions for Agents. Once you understand the process, you can extend this knowledge to automate other business processes—driving efficiency and productivity across your operations.
References & Useful URLs
- Salesforce Help Article: Extend Your Agent with Custom Actions
- Course (downloadable step-by-step PDF guides, quizzes, course community): Mastering Agentforce
- Course (training videos, downloadble step-by-step PDF guides, quizzes, course community): Mastering Salesforce Flows
