Salesforce Agentforce assist using Files Content
In Salesforce Agentforce, we can use Einstein Data Library to upload files. "Answer Questions With Knowledge" standard action will make use of the content of the uploaded files to assist ....
Tag: Salesforce Service Cloud
Pass Pre-Chat to Salesforce Messaging for In-App and Web REST API
When we invoke the Salesforce Messaging for In-App and Web REST API, routingAttributes can be used to pass the Pre-Chat field values. 1. Setup the Salesforce Messaging for In-App and ....
Salesforce Agentforce action Answer Questions With Knowledge
Salesforce Agentforce action "Answer Questions With Knowledge" helps the AI Agent to answer and help customers for their inquiries. Prerequisites: Data Cloud enabled in the Org Agentforce Licenses Steps: Create ....
Alert Supervisor based on Salesforce Service Cloud Voice Conversation
Conversation Intelligence Rules can be setup or configured to alert Omni-Channel Supervisor based on Salesforce Service Cloud Voice Conversation entries. https://www.infallibletechie.com/2024/03/salesforce-conversation-intelligence-rule-for-voice.html 1. Create a Conversation Intelligence Rule. Use the Action ....
Draft Salesforce Knowledge Articles with Generative AI
Salesforce Einstein Knowledge Creation feature can be used to create or draft Knowledge Articles. 1. Go to Salesforce Setup. 2. Search "Einstein Knowledge Creation" in the Quick Find. 3. In ....
Change the Salesforce Messaging for In-App and Web Chat Icon Position
embeddedservice_bootstrap.settings.chatButtonPosition can be used to change the Salesforce Messaging for In-App and Web Chat Icon Position or Location. Sample Code: embeddedservice_bootstrap.settings.chatButtonPosition = "100px,100px"; In this Blog Post example, the chat ....
Share Knowledge Articles content in Active Salesforce Messaging Session
Service Agents or Representatives can quickly insert Salesforce Knowledge Articles content when on Active Messaging Session using "Insert Article into Conversation" action. 1. Go to Object Manager. 2. Search and ....
Salesforce Einstein BOT Context Variable “LiveChatTranscript.Id” null
Salesforce Einstein BOT Context Variable "LiveChatTranscript.Id" will be null if the Routing Type is not either 'Omni-Channel' or 'Button Skills'. So, the RoutingId will be null if you choose Choice, ....
Options to Chat with Real Agent or Salesforce Agentforce
In the Omni-Channel Flow, we can decide whether the Salesforce Messaging Session records should be routed to the human Agent or Agentforce Agent. In order to do the decision in ....
Transfer from Salesforce Agentforce to real Agents
We can transfer the Salesforce Agentforce Messaging Sessions to the real human agents to assist further if the Agentforce agent is unable to help on the customer requests. Please check ....