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0:07
Hello everyone. In this video we are
0:10
going to see Salesforce agent force
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agent script with the help of uh new
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Salesforce agent force agent script. We
0:20
will be able to build predictable
0:23
workflows for your business process.
0:27
With the previous uh agent force uh
0:30
builder, we were able to define topics
0:33
and instructions.
0:36
In the topics, we were able to add uh
0:39
standard and custom actions.
0:42
It was nondeterministic.
0:45
It means that
0:47
we won't have the same output whenever
0:50
we give the same input.
0:54
But with the help of new agent force
0:57
agent script, we will be able to define
1:00
predictable paths so that the agent
1:02
force agent can follow
1:06
and help in assisting the customers.
1:13
The agent force agent script gives uh
1:17
flexibility and consistency
1:21
with the help of uh the programmatic
1:24
approach to define the agent.
1:28
We will be able to
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give deterministic nature to the agent
1:34
force agent responses.
1:40
In order to build agent force agents
1:43
using agent script instead of directly
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diving deep into the development
1:49
we should understand the basics of it.
1:54
The first
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basic uh
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information I'm going to share is the at
2:03
symbol.
2:05
In agent force agent, we will be
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defining topics, actions, context
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variables and also
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we will be able to configure the output
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variables from the agent force actions.
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If I wanted to refer an action then I
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have to make use of atactions dot the
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action name. If I want to reference a
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topic then I have to make use of at
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topic dot topic API name. Similarly for
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the context variables I have to use at
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variables dot the API name of the
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variable. In order to refer the output
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from the agent force agent action I have
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to make use of atoutputs dot the output
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variable name.
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With the help of this uh at symbol, I
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will be able to chain
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actions and as well as topics,
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logic and prompts.
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If you wanted to define some
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instructions based on the logic, then
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you can make use of this arrow hyphen
3:14
followed by greater than symbol. If you
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wanted to define multiple instructions
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that is the prompt in multiple lines
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then you can make use of this pipe
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symbol.
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Let's say you wanted to run an action
3:31
then you can make use of run keyword.
3:35
Let's say you wanted to provide some
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inputs to the action then you can make
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use of with keyword. You can make use of
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uh this symbol
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to define commands.
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The commands will be very helpful so
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that any other developer, admin,
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architect or even a business user looks
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at it, they will be able to understand
3:59
it. Uh so in order to uh make it more
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userfriendly, you can add comments.
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The agent agent script supports
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mathematical and comparison operators
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also.
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Mathematical operators like plus and
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minus are currently supported. You can
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also use these comparison operators for
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equal to, not equal to, greater than and
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less than. For null check, you have to
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make use of is none and is not none.
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There are several blocks when uh when
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you define an agent using the new agent
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script. I have divided that into or
4:42
categorize that into three blocks. Core
4:45
configuration blocks, data and logic
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blocks and finally the topic block.
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The topic block are the standard and uh
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custom topics
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in which you will be adding instructions
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and as well as uh actions.
5:02
So that is the topic block. In the core
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configuration blocks, we have config
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where we will define the
5:09
agent name, agent label, the Einstein
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user associated to this agent and a
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description. In the language block, we
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have to define the default language and
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also you can define any additional
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languages that the agent will support.
5:26
Connection block. In the connection
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block, we will be defining the agent
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how it will be connected to different
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channels. So we can uh uh uh connect it
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with enhanced chat, SMS, WhatsApp,
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voice. Uh so like that you can define
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the those connections in this connection
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block.
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Data and logic blocks. Here we have
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variables block where we will define the
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context variables. The very important
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block is start agent block. This is the
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first block that will be executed. So we
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have to define the instructions properly
6:03
here so that it will find the right
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topic and then it will
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uh do the executions. Next is system
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block. So here we will be uh defining
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the welcome and error messages. So this
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is how
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it will be.
6:26
So we saw about system block, config
6:28
block, variables block, language block,
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connection
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block and uh this is a uh start agent
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block. So this is the first uh topic the
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agent force agent will uh execute uh
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whenever a prompt is sent. And uh these
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are all the standard topics. And uh I
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created a um a custom topic called
6:50
flight cancellation. So whenever they
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wanted to cancel a flight, they will say
6:54
cancel my trip. I wanted to cancel my
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flight. It will find the right uh topic
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and then it will execute this uh flight
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uh uh cancellation topic here. Um uh let
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me summarize it. So in this custom topic
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what I have uh added as an instruction
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is whenever they wanted to cancel a
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flight or a trip uh it should uh ask for
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booking reference number. Um if the
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booking reference number is shared it
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will be stored in
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um
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it will be stored in booking reference
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number uh variable. So this is my
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booking reference uh variable.
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Next is uh
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let me close this
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and uh okay and uh once the booking
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reference number is given I'm asking the
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agent force agent to get the
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booking details using get booking
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details. It's an agent action with the
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help of flow.
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Next, if the booking retrieval is
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succeeded, let's say the flow was able
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to successfully retrieve the data
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without any runtime error and with the
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right booking information, then I am
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instructing it to automatically proceed
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to cancel the booking by running actions
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dot
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cancel booking. So, I I'm able to chain
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it now. So, first it will retrieve the
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booking. Once it is retrieved
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successfully, I'm directly calling the
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action cancel booking so that it will
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cancel the booking. So here I'm making
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use of an apex agent action to cancel
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the booking. If there are any fail
8:39
failure then I'm asking the agent to um
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redirect to escalation topic.
8:50
Yeah. So no no I'm not asking them to uh
8:53
change it to escalation topic. I'm
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asking them to verify their booking
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booking uh um uh reference number again.
9:00
If the booking reference number is again
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shared and and then if they run into the
9:04
same runtime error or any other issue
9:06
then I'm giving an option to human agent
9:11
so that they can assist them. So this is
9:14
my instructions and actions.
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The first request will always go to
9:25
start agent block. So we have to make
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sure it is defined with the proper set
9:30
of instructions. In this case, what I
9:33
have done is I have made it very simple.
9:37
Um
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this is the start agent. I have given
9:40
the name as topic selector. The
9:43
instruction is select the tool that best
9:45
matches the user's message and
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conversation history. If it is unclear,
9:49
make your best guess. So this is in
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instruction I have given so that it will
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try to find the right topic so that they
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will be able to uh get help from those
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topics.
10:00
In order to uh preview it you can make
10:03
use of the preview tab here.
10:07
Uh I will say cancel my trip.
10:12
So it should call this flight
10:14
cancellation.
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It says that it couldn't retrieve the
10:18
booking details and uh it needs a
10:20
reference number in order to get it. I
10:23
let me make use of this. So it is
10:25
already cancelled. Let me change it to
10:27
booked.
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And this is the booking reference
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number. So I'm going to give this
10:33
booking reference number.
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Since I have changed the actions, first
10:41
it will get the booking details. Next,
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it should call the Apex and uh cancel
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it. So, it says that it was able to find
10:49
the booking. Uh the destination is
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Toronto and the uh sorry, the source is
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Toronto and the destination is
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Vancouver.
10:58
And then it successfully canceled by
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invoking the cancel booking action. So,
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let's verify that. Yeah, it canled it.
11:08
Okay.
11:11
So we talked about the connection block.
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So this is the connection block. I'm
11:16
able to connect enhanced chat here. This
11:19
is the flow which will be invoked um
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uh so so that it will uh get routed to a
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an agent whenever there is an escalation
11:31
in order to see let's change it to
11:34
canvas instead of script. So if I go to
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canvas here I have I was able to select
11:40
the escalation flow. Uh if there are any
11:43
issues while chatting with the agent
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force agent if they run into any uh
11:48
issues it will invoke this route to
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messaging session Q omni channel flow
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and then it will execute the flow and
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then it will transfer it to a human
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agent.
12:01
Okay. uh we have to click commit version
12:04
and then we have to activate the agent
12:07
force agent. If you run into any issues
12:10
make use of this agent force help ask
12:13
all the errors all the doubts whatever
12:17
issues or concerns you have. It will
12:19
definitely help you so that you will be
12:21
able to publish your agent force agent
12:23
without any issues. Once it is
12:26
successfully
12:28
activated, you can verify it from
12:32
agent force agents in the Salesforce
12:34
setup.
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So this is the booking agent. In order
12:39
to connect it with your enhanced chat,
12:43
go to the messaging settings in
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Salesforce setup. Select the messaging
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channel.
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In the routing type you can select agent
12:54
for service agent and select the agent.
13:01
You can also make use of omni channel
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flow and in the omni channel flow you
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should be able to use the route workflow
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element and route it to the agent for
13:09
service agent.
13:12
Okay. In order to test it from the
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enhanced chat, I'm going to the embedded
13:20
service deployment.
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I'm going to test it.
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Let me change it back to booked so that
13:28
I will be able to test it out.
13:36
Okay, I'm going to initiate a chat.
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The agent force agent joined it sent the
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welcome message from the system block.
13:48
Please cancel my trip.
14:00
Okay, it couldn't find any booking
14:02
details because I didn't give my booking
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reference number. So, I'm giving my
14:06
booking reference number.
14:11
Now it should fetch my booking details
14:14
and as well as it should cancel my
14:16
booking.
14:18
Let's verify that.
14:21
Okay. So I'm able to see that the status
14:24
is canceled and then it was last
14:26
updated. Now
14:35
please check the video description. In
14:37
the video description I have shared my
14:39
blog post. from the blog post you should
14:42
be able to get this sample agent
14:44
definition for your reference.
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In this uh sample agent definition
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I have invoked
14:57
flow agent action and as well as apex
14:59
agent action. So you can make use of how
15:03
I have instruct I have I how I have made
15:06
use of agent script to give the
15:09
instruction and also
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uh do the um
15:14
conditional uh checks so that it will
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run only with only when the booking
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reference detail is available. So for
15:22
example here
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so this particular action
15:31
will get fired with booking reference
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number
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and it will be it is available only when
15:39
the variable dot booking reference is
15:41
not null. So if it is not none so if it
15:45
is not empty or null then only it will
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be available else it won't be available
15:49
for the agent force agent to get
15:52
executed
15:55
or to execute this particular action.
16:00
I hope it was helpful.
16:06
Thank you for watching.
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