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Looking to understand Salesforce Agentforce and how the Help Agent works? This video breaks down the latest in autonomous AI for Salesforce Service Cloud.
Autonomous AI agents are shifting customer support from reactive responses to proactive resolution. Watch this step-by-step breakdown to see how Salesforce Agentforce assists teams, automates routine inquiries, and integrates into existing service setups.
If this video helped you, please give it a đź‘Ť and leave your questions in the comments below!
#Salesforce #Agentforce #CustomerSuccess #ArtificialIntelligence #CRM
Blog Post:
https://www.infallibletechie.com/2026/07/salesforce-agentforce-help-agent.html
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0:07
Hello everyone. In this video we are
0:09
going to see Salesforce agent force help
0:12
agent.
0:15
We are going to see how to enable and
0:18
make use of Salesforce agent force help
0:20
agent and also we are going to see major
0:24
difference between Salesforce help agent
0:26
and agent force service agent in
0:30
Salesforce.
0:32
The prerequisites for uh making use of
0:36
Salesforce agent force help agent are
0:40
we have to enable agent force in
0:41
Salesforce setup data cloud should be
0:44
enabled. If you are going to make use of
0:48
Salesforce knowledge articles for your
0:50
rag then you have to enable Salesforce
0:55
lightning knowledge and then you have to
0:57
develop Salesforce uh articles in your
1:01
Salesforce environment.
1:04
When you set up Salesforce agent force
1:06
help agent instead of Salesforce
1:09
knowledge articles you can also upload
1:11
files for your rag. So in order to give
1:14
some additional context you can make use
1:17
of your existing files that can be
1:19
uploaded while configuring Salesforce
1:22
agent force help agent.
1:26
Next uh you should uh enable Salesforce
1:30
experience cloud site. you have to
1:32
enable omni channel and there are few
1:34
additional uh uh prerequisites that have
1:37
to be done in order to make use of
1:39
Salesforce agent force help agent in
1:42
order to automate all these
1:44
prerequisites
1:46
go to Salesforce setup in Salesforce
1:49
setup go to Salesforce go search for
1:53
help agent
1:56
once you search for help agent
1:59
since uh I have already configured the
2:02
Salesforce agent force help agent. I'm
2:04
seeing view details. If it is the first
2:06
time you are coming here, you should see
2:08
setup button. Once you click setup here,
2:12
you you will see turn on button here.
2:15
Once you click turn on, then all the
2:17
prerequisites will be turned on in your
2:19
Salesforce or
2:22
after uh the prerequisites.
2:26
Scroll down under build a help agent.
2:30
Click go. When you click the go button
2:33
here or the go link here, you will be
2:36
navigated to Salesforce agent force help
2:38
agent configuration.
2:41
From where you will be able to create
2:43
your Salesforce agent force help agent.
2:47
I have already created the Salesforce
2:49
agent force help agent. So instead of
2:53
going and creating a duplicate
2:55
Salesforce agent force help agent, I'm
2:57
going to manage my existing agent force
3:00
help agent which were which was already
3:02
created. So in order to manage my
3:05
existing Salesforce agent force help
3:07
agent, I have to click go which comes
3:10
under manage agents. This will take you
3:13
to the agent force configuration where
3:15
you will be able to
3:18
configure your agent force uh help
3:20
agent. So if you want to uh create a new
3:25
version, you have to select it and then
3:27
you should be able to create a new
3:29
version. If you want to deactivate, then
3:31
you can make use of the deactivate
3:33
button here to deactivate your agent
3:35
force help agent. If you wanted to do
3:38
some changes, always try to create a new
3:40
version, do the changes and publish it.
3:45
Okay.
3:48
Next,
3:53
we are going to see the core uh
3:57
difference between Salesforce agent
3:59
force help agent and agent force service
4:02
agent.
4:04
The first uh uh uh thing to check is
4:08
pricing. If you wanted to make use of
4:11
Salesforce uh help agent, then it is pay
4:15
per uh resolution or pay for
4:17
performance.
4:20
If the help agent resolves your end
4:22
users uh queries, then you have to pay
4:28
for that particular conversation.
4:30
If uh the a if the agent force help
4:33
agent was unable to resolve the
4:37
um customer issue then they they need
4:40
not pay for that conversation.
4:45
If you have
4:47
um with high volume of uh complex uh um
4:53
technical issues or troubleshooting or
4:55
debugging issue or uh requests that
4:59
requires too much of complex uh
5:02
integrations and other stuffs then you
5:04
have to make use of Salesforce agent
5:06
force service agent instead of help
5:08
agent.
5:10
Agent for service agent pricing makes
5:13
use of the flex credits use with the
5:16
help of flex credits based on the number
5:19
of actions invoked in the conversation
5:22
the flex credits will be used in
5:24
Salesforce.
5:26
Next implementation uh speed was
5:29
customization depth. If you wanted to
5:33
implement a a quick agent force agent so
5:37
that your end users can start using uh
5:40
agentic uh um experience then you can
5:43
make use of help agent. But if you
5:46
wanted to do so much of customization
5:49
uh instead of making use of standard
5:52
features with limited um customization
5:56
uh instead of limited customization then
5:58
you can make use of Salesforce agent
6:00
force service agent
6:04
channel strategy for channel strategy
6:07
make use of Salesforce agent force help
6:10
agent if you want immediate omni channel
6:12
deployment which can be used across
6:16
web a website a portal Salesforce
6:19
experience cloud site portal messaging
6:22
uh channel um and then if you wanted to
6:25
make use of it in agent as for voice
6:27
support then you can make use of help
6:30
agent
6:32
for highly staggered trailered rollout
6:35
across multiple digital channels and if
6:39
you wanted to have granular control over
6:42
how sub aents
6:44
uh and the prompt templates behave
6:46
natively then make use of Salesforce
6:49
agent force service agent.
6:53
Complexity of the user intent that is a
6:55
major um uh one to check also if you
6:59
wanted to have a simple straightforward
7:02
transactions to be um resolved by um an
7:07
agent then you can make use of help
7:09
agent. If you have complex users and if
7:13
you have complex uh requirements then
7:16
please make use of
7:18
agent force service agent instead of the
7:21
agent force help agent.
7:25
So if you are an architect or a
7:27
developer or a Salesforce admin or
7:29
consultant, you can make use of this
7:31
quick summary decision matrix
7:34
for uh um making for making decisions
7:38
when to use Salesforce help agent versus
7:42
Salesforce agent force service agent.
7:46
you can uh
7:52
okay
7:55
so your help agent um I have already
7:59
created it um I am making use of uh
8:05
I am making use of the code
8:08
uh it gives me a simple code snippet
8:12
which can be uh hosted in your uh
8:16
external website.
8:18
That is an advantage of help agent. Very
8:21
similar to enhanced chat. We get a code
8:24
snippet from Salesforce which can be um
8:29
used in your external site with the help
8:32
of help agent. You also get a free
8:35
experience cloud site using which you
8:38
should be able to um test the you you
8:42
can make use of this Salesforce
8:44
experience cloud site. uh the the user
8:48
experience will be very similar to
8:50
help.salesforce.com.
8:52
Um so if you wanted to make use of uh uh
8:55
the experience cloud site which is
8:57
internal Salesforce site then you can
8:59
make use of experience uh experience
9:02
cloud site instead of making use of an
9:04
external website where you where you can
9:06
host your uh um the code snippet. So the
9:10
code snippet will be very similar to the
9:12
enhanced chat which you get it from uh
9:16
embedded service deployment. So there
9:18
are multiple uh channels as of now like
9:21
web voice and messaging uh channel. Uh
9:25
I'm able to uh quickly uh set up a site
9:29
and I was able to host uh um
9:33
uh the chat. It is still loading. else
9:36
it will you will be able to see
9:40
um a chat icon using which we will be
9:42
able to interact uh with the help agent.
9:50
Please check the video description. In
9:52
the video description, I have given my
9:54
blog post. From the blog post, you
9:56
should be able to reference the content
10:00
whatever we discussed in this video for
10:02
your reference.
10:10
I hope it was helpful.
10:18
Thank you for watching.
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