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Salesforce Agentforce Service Planner
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Mar 13, 2025
Salesforce Agentforce Service Planner Lightning Component is an assistive agent that helps service representatives to resolve the cases faster with real-time case summaries and step-by-step resolution guidance or suggestions. Blog Post: https://www.infallibletechie.com/2025/03/salesforce-agentforce-service-planner.html
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0:07
hello everyone in this video we are
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going to see Salesforce agent force
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service planner
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agent Salesforce agent for service
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planner agent helps service
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representatives to seamlessly close the
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cases with the help of agent force agent
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setup
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we can uh configure the
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instructions with the help of
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topics uh there are many reasons why we
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receive a
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case using
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uh those pre-existing
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information which are configured in the
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topics and with the set of
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instructions we can help the service
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representatives to close the cases
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quickly or
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promptly very important thing to note it
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is not a free
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feature we need service planner add-on
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license so make sure it is available in
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your
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or uh one more important thing is in
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order to set up and use it you need
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service planner Builder and data Cloud
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admin permission sets assigned to
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yourself
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so that as an admin or a developer or an
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architect you can set it up in your
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Salesforce
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or first step is go to Einstein setup in
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Salesforce and enable it next thing is
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we have to ground the case record so go
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to service AI grounding make sure turn
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on service AI grounding is enabled and
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in the case
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object toggle on
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edit
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it and uh do the field mappings once
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this is
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done we have to go to flows and
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setup once we get the add-on license we
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get this uh flow from Salesforce check
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service plan
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eligibility so if you go to flows you
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should be able to see this flow once
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this feature is uh enabled via the
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add-on license
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let's make sure the flow is
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there so this is
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the
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flow which is installed as part of
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package so in this
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flow you have to edit this
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outcome I have
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uh make made sure that this particular
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agent force agent on the case will be
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triggered whenever the case status is
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new next we have to go
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to service planner in Salesforce setup
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and in the defined service plan
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eligibility criteria we have to use this
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flow so the flow I have used is Agent
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for service planner agent
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flow so this is the
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flow I have cloned it as a new flow from
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this check service plan eligibility
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flow the only change I have done
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is in this decision is case eligible for
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service plan I have made sure the case
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status is new whenever it is new then
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only the service planner agent force
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agent will kick in else I don't want the
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service planner to be kicked
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in so now in the service planner
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setup here also we have steps you have
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to do uh the steps what whatever I have
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done in my block post is referenced in
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Salesforce a service planner setup also
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so you have to complete all the steps so
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here I have made use
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of the agent for service planner agent
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flow so here uh there are two uh
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variables output variables so here we
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are checking whether these
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values should be set to true or not so
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here I'm setting meets eligibility equal
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to True whenever the case status is
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new here I'm setting uh meet eligibility
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equal to false and ineligibility
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reason these are all set up by
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Salesforce so we can ignore it so the
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default value from the variable is set
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here if you want to modify it you can
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definitely modify
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it okay so now this step is also done
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next we have to go to agents and
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Salesforce
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setup use plus new agent to create a new
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agent you have to create type service
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planner so when you create the flow
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search for planner and then select agent
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for service planner
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agent in this agent
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I have made use of
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uh three topics this is General FAQ you
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can ignore
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it uh I'm not going to use
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this I have uh created uh two topics uh
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but let's look at one topic for this
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video so I'm going to make use of this
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service request
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topic classification I have set it as
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handling customer service
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requests so whenever we get a case which
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is regarding a service request let's say
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a work order work order is created uh
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service resources assigned but uh
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customer is looking for some
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updates so I have set the
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instructions if the case record is not
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tied with the contact record get the
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contact information like phone or email
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from the customer
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uh so the service rep uh should see
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whether the case is automatically linked
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uh to a contact if it is not then they
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have to get the phone or email from the
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customer then if the matching contact is
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not found they shouldn't create a new um
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contact they have to follow up to the
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customer and get the matching phone
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number or email in the
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system uh we um this is like an
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additional information that uh uh when
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whenever a case is closed a survey will
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be sent so the representative should
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inform the customer regarding it it is
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part of a legal
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requirement once the customer shs their
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phone or email then the representative
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has to find their contact and Link it to
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the
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case they have to go to the contract
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record and find the open work orders and
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then they will be able to share the work
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order
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status if a new service Representatives
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join my uh company and then um
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uh if they work on a Case these
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instructions on the service request will
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seamlessly help them to resolve the case
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let me activate
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it so I have given the instructions
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whatever I have used in my service
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planner next on the
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case lightning record page you have to
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add this service planner standard
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lightning component so once you you add
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the standard lightning component uh when
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the case matches the criteria it will
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invoke the agent force agent so I'm
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going to create a new
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case uh with status as new so that the
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service planner will kick in and then uh
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subject is service requests
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update um so this is the description and
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then I'm going to save
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it once the case is created the status
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is new as per the flow it since the
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status is uh new it should go to yes and
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here it should set meets eligibility as
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true yeah it is still
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running so once uh this agent force
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agent um um is kicked in it will try to
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come up with the plan so they can make
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use of this draft
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plan with the summarization of what is
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the plan the service planner has given
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if they are fine they can use the draft
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plan next if I am a service
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representative I will do one by
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one once I have done all the steps I
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will close it
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okay so service planner gave a plan to
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me so that I can easily resolve this
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case I'm going to use draft plan first
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I'm going to verify and collect the
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customer phone number and email address
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to ensure accurate contact
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information good thing is they have
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already given the contact record so I'm
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going to
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link the contact
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here so I found the
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contact I linked it so as a service
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representative this one is uh
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done once the customer information is
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collected link it to the case this is
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also
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done so I have to go to this
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contact I have to find the open work
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orders
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so I can go to work
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orders so these two are already there
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and the status is
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new and uh in order to get more
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information I can open those uh work
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orders uh get more information about
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these work
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orders using the account I was able to
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find out that these two are related to
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the this contact so for this contact
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this is the
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account so I found it now I will email
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uh the contact saying that the status of
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the work order is new and I will go
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through the work order see the history
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of work order and then share the status
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update I will go and check the issue
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regarding their kitchen syn so already
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there is uh
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a work order for sync repair so I will
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go to this work order find what happened
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and then I will be able to
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provide I will also add a case comment
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or send an email via case saying that
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the survey link will be sent um and it
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is optional for them to fill it once
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this is done I will wrap it up and then
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I will close it I will inform the
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customer and then I will close the case
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this uh service planner uh agent force
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agent will help service representatives
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to close the case um quickly and
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promptly with the help of predetermined
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uh steps topics and instructions are
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configured in the uh agent Builder make
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sure you are adding as many um topics
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and uh instructions in it um also the
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instructions should be detailed so that
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it will help the representatives and
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also the reasoning engine which tries to
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build the plan for the service
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representatives to close the
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case I hope it was helpful
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thank you for watching
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