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Automate Email responses by Salesforce Agentforce Service Agents in Email to Case
Dec 22, 2025
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0:08
Hello everyone. In this video we are
0:10
going to see how to make use of
0:13
Salesforce agent force service agent
0:17
for all email to case
0:21
requests.
0:25
The prerequisites in order to make use
0:28
of agent force service agent on email to
0:31
case configurations are first we have to
0:34
set up email to case.
0:38
This is my Salesforce email to case
0:40
setup. I was able to make sure the email
0:44
address is verified and then I got email
0:47
service address. So whenever
0:50
an email is sent to this uh email
0:53
service address, Salesforce will create
0:56
a case and the case owner is set as
1:00
service agent agent force. So this
1:03
particular user
1:05
is the integration user available as the
1:10
agent user in my agent for service
1:13
agent.
1:19
The next step is
1:22
I should create agent for service agent.
1:24
So this is the agent for service agent
1:28
and uh I was able to attach an agent
1:33
user. So this is the Einstein service
1:37
agent user.
1:42
The next step is we have to create a
1:45
Salesforce lightning email template and
1:47
in the email template the body should
1:50
contain the these two placeholders.
1:54
So this is the email template which I
1:57
have created and in the body I have made
2:02
use of generated_content
2:04
and legal disclosure
2:08
placeholders.
2:09
The generated content will be the
2:11
response from the LLM.
2:14
Legal disclosure will come from
2:20
the the agent for uh service on email
2:24
configuration.
2:31
So if I edit this one, so the legal
2:34
disclosure will come from this
2:37
agent force for service on email
2:38
configuration.
2:42
Okay, the next step is we should
2:44
configure agent force for uh service on
2:47
email.
2:49
Go to agent force for service on email
2:51
in Salesforce setup. Click the new
2:53
configuration button and then you have
2:55
to configure it. Configure the agent
2:57
force for service on email here. Make
3:00
sure the connection status is ready and
3:02
also the active should be enabled.
3:09
Okay. The next step is we have to link
3:11
the configuration back to the email to
3:13
case configuration. So here agent force
3:17
for service on email is the name of the
3:21
email configuration.
3:24
Under agent force service agent settings
3:27
in the configuration name we have to
3:29
select the active agent force for
3:32
service service email config
3:34
configuration.
3:37
Okay. Next there are several ways to
3:41
assign the case owner.
3:44
Traditionally we would have used
3:46
assignment rule. Next we have apex
3:48
trigger and flow option. And next we
3:52
have the option directly in the email to
3:55
case settings. So in the email to case
3:58
setup under case settings we can
4:01
directly set the case owner. You can
4:04
also make use of omni channel flow.
4:09
Okay.
4:13
The next step is we can directly test it
4:16
out. If you send the email
4:20
to the service address, Salesforce will
4:22
create a case and the case owner will be
4:25
this Einstein service uh uh agent.
4:30
Since this is tied to this agent force
4:33
uh uh service agent, it will invoke the
4:38
agent force. One more important thing is
4:41
make sure in the connections service
4:43
email channel is added.
4:47
Here you have to
4:49
assign an omni channel flow as the
4:52
escalation flow. The omni channel flow
4:55
will be invoked when the agent force
4:57
agent is unable to assist the customer.
5:02
So the agent force will be invoked. Here
5:05
in this agent force I have I have uh two
5:08
topics both the topics are standard
5:10
topics. Escalation topic whenever the
5:13
agent force is unable to assist it will
5:15
invoke the escalation topic and then it
5:16
will invoke the outbound flow. So the
5:18
outbound flow is configured in this
5:21
service email channel. Next is whenever
5:26
an email is uh sent from the email uh it
5:29
will create a case agent force will be
5:31
invoked and the service agent will look
5:34
at the subject and uh description of the
5:37
case and also it look at the email and
5:39
then it will respond respond back to the
5:41
user with the help of this general FAQ
5:45
topic. In this general FAQ topic which
5:48
is a standard Salesforce topic, we'll
5:50
make use of
5:52
uh agent force data library. In the
5:55
agent force data library, I'm making use
5:57
of a library called all knowledge
5:59
articles. So this is agent force data
6:02
library which is making use of
6:04
Salesforce knowledge articles that are
6:06
tied to this Salesforce or
6:09
let's look at an example.
6:13
So this user
6:15
sent an email asking about international
6:19
shipping
6:21
the uh so they used email to case uh
6:25
service address. So the case was uh
6:28
generated in Salesforce and the case
6:30
owner is agent for service agent which
6:32
is the user tied to the agent force
6:35
service agent
6:38
based on the information whatever uh was
6:41
given via email. The agent force service
6:44
agent was able to draft the email and
6:47
then it automatically sent that uh email
6:50
uh to the user.
6:53
It made use of the agent force data
6:55
library for grounding or uh rack purpose
6:59
and then it was able to respond back to
7:00
the customer with the right information
7:04
with the help of agent for service agent
7:06
on the email to case. I was able to
7:11
automate the responses back to the
7:14
customers on repeatedly asked questions.
7:18
Since I'm grounding it with uh agent
7:20
force data library, I was able to
7:22
provide the right response back to the
7:24
customers with the help of agent for
7:27
service agent on email to case.
7:37
Please check the video description. In
7:39
the video description, I have shared my
7:41
blog post. From the blog post, you
7:44
should be able to get all the steps that
7:46
were discussed in this video for your
7:48
reference.
7:57
I hope it was helpful.
8:05
Thank you for watching.
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