Agentforce for Service Superbadge Unit

Description

Superbadge: Agentforce for Service Superbadge Unit
Customize and deploy an Agentforce Service Agent to efficiently manage customer inquiries and booking-related tasks.

Unit 1: Set Up the Agent and Einstein Data Library
Configure the Coral Cloud Experience Agent and create Einstein Data Libraries as trusted data sources. Ensure the agent is equipped to retrieve accurate and relevant information for customer interactions.

Unit 2: Create the Booking Management Topic
Set up a custom Booking Management topic by integrating flows for Get Booking, Adjust Booking, and Cancel Booking. Enable seamless handling of booking-related inquiries through automated responses.

Unit 3: Add Standard Topics
Enhance standard topics by connecting them with appropriate data source retrievers. Override the General FAQ topic with a custom prompt action and configure the agent with escalation capabilities to transfer conversations to human agents when necessary.

Unit 4: Deploy Agent and Transfer Conversations
Finalize deployment by modifying the Route to ESA flow to enable the Coral Cloud Experience Agent on the Experience Cloud site. Ensure conversations are routed effectively for optimal customer service delivery.