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Salesforce Agentforce Find Similar Cases
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Jul 16, 2025
"Find Similar Interactions" Agent Action can be utilized to find similar cases in Salesforce Agentforce Agent. Blog Post: https://www.infallibletechie.com/2025/07/salesforce-agentforce-find-similar-cases.html
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0:05
Hello everyone. In this video, we are
0:08
going to see how to find similar cases
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when using Salesforce agent force
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agents. As a service rep, if I'm working
0:19
on a case and then if I wanted to find
0:22
similar cases for the same issue that
0:24
happened in the past, then I can make
0:27
use of Salesforce agent force action.
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Find similar interactions.
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The find similar interactions agent
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force action requires two important
0:41
things.
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One data cloud. So we have to make uh
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sure that data cloud is enabled in our
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Salesforce or once this is enabled
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then we have to enable customer
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experience intelligence.
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Let's go all the steps one by one.
1:01
First step is we have to enable data
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cloud in Salesforce. Go to Salesforce
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setup. Go to data cloud uh setup
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homepage and then enable data cloud.
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Kindly wait for the data cloud feature
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to be fully enabled.
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Do not just enable and go to the next
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step. The first step is we have to make
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sure data cloud is enabled. Once it is
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completely enabled,
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next we have to set up customer
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experience intelligence feature. In
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order to set up this, we need scoring
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framework permission set. It is an
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additional skew from Salesforce. So we
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we have to check with our Salesforce
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account executive to make it available
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in your Salesforce.
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Make sure you have this permission set
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assigned to yourself. Once this is done,
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then in Salesforce setup, you should be
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able to see customer experience
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intelligence. This particular feature
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will be available in the setup only for
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the users who have scoring framework
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admin permission set assigned. So make
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sure this permission set it is assigned
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and then you have to toggle this
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customer experience intelligence
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when you enable customer experience
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intelligence feature make sure case
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object is uh selected or enabled in the
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standard channels selection. So when you
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select
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um uh or when you set up this feature
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you have to select the standard channels
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in that make sure case is selected. Once
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this is done, activate it.
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This requires
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uh patience because once this is uh
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activated, we will receive an email
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whether the activation is successful or
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unsuccessful. Once it is successful,
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it will give you a set of instructions
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via email. So, make sure you follow the
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email and do that. We have to complete
3:02
this step. We we we will get this
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information uh via email.
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So let's uh
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so make sure since I'm making use of uh
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uh case standard channel I will get case
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transform. Make sure you run it or click
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schedule button and then you should be
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able to schedule it.
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The next step is
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we have to set up the agent actions.
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In order to set up the agent action, you
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have to go to this Salesforce help
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article and then you have to complete
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the steps
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shared here. We have to make use of
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these steps whenever we are using draft
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case response and find a similar
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interactions agent actions. So we have
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to go to search index tab and then we
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have to create a search index. We have
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to select engagement analysis analysis
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text. We have to click manage fields. We
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have to select engagement analysis
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payload. And you have to complete all
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this uh steps. Let me show that. So we
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have to go to search index.
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So this is the one we have to complete
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uh this step and then it will
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automatically create this.
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Okay. So once this is also done
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we have to open the agent force agent
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and then we have to add the standard
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customer experience intelligence topic.
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So go to the agent force agent. I'm
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using the standard agent force default
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agents which comes out of the box when
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we enable agent force agent in our
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Salesforce or then I added this standard
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customer experience intelligence.
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When we add it, it will automatically
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add the related agent actions.
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So this is the standard
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a uh topic and it automatically added
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find similar interactions and identify
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record by name actions. So these two are
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added.
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Let's test it out
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as a service rep. This is a new case
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which is related to reject order.
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I wanted to find out
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the past cases which are related to
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reject order issue. So I will open agent
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force
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and then I'm asking find a similar cases
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for reject order issue because I have a
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case which is related to reject order.
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So I wanted to find the past cases. So
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if I ask this then I should
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okay I'm looking for cases not email
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chat or voice.
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Now it will pick this topic.
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It will pick this find similar
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interactions uh standard action and then
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it should fetch the um related cases and
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then I should be able to see it. So for
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example this is a closed case
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which is related to reject order.
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Similarly I can see
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some past cases. So what I can do is as
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a service rep I can look at those pastth
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cases which are related to the same
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issue and then I should be able to get
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some resolution to the current newly
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created case.
7:07
Please check check the video
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description. In the video description, I
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have shared my blog post. From the blog
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post, you should be able to get all the
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steps which were discussed in this video
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to set up find a similar cases use case
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in Salesforce agent force agent.
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I hope it was helpful.
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Thank you for watching.
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