Agentforce Service Assistant | Case 记录页上的辅助型 AI 代理（练习操作步骤）

本文是《Agentforce Service Assistant | Case 记录页上的辅助型 AI 代理》的练习操作步骤。阅读原文请见：Agentforce Service Assistant | Case 记录页上的辅助型 AI 代理。

1. Sign Up for a Custom Playground

1. Click Create Playground and follow the steps to create and connect a custom playground with Data 360.

2. Turn On Agentforce Features

1. Click the gear icon and select Setup.
2. Search for and select Service Assistant.
3. In Turn On Einstein Generative AI, click Go to Einstein Setup and ensure the Einstein toggle is On, then refresh.
4. Search for and select Salesforce Go, then Agentforce (Default).
5. Click Get Started, Turn On, then Confirm.

3. Create a Service Assistant Agent

1. Search for and select Agentforce Agents, then click + New Agent (refresh if not present).
2. Click Create Agent, select Agentforce Service Assistant, then Next.
3. In Customize your agent, add to Company: Coral Cloud Resorts provides customers with exceptional destination activities, unforgettable experiences, and reservation services, all backed by a commitment to top-notch customer service.
4. Check Keep a record of conversations with Enhanced Event Logs; keep Agent User as New Agent User.
5. Click Create.

4. Create the Subagent

1. In the Subagents sidebar, click New → + New Subagent.
2. Enter Assist service reps with travel documentation and visa application related cases. Make sure they have all the necessary information to help customers. and click Next.
3. Populate Name, API Name, Classification Description, and Scope.
4. Replace the instructions with the provided 8 instructions (click Add Instructions as needed).
5. Click Next, skip actions, and Finish.
6. Click Activate (or Ignore & Activate if prompted), then exit Agentforce Builder.

5. Turn On Service AI Grounding

1. Search for and select Service Assistant, then go to the Customize Experience by Object step.
2. In Turn on Service AI Grounding for Cases, click Go to Service AI Grounding and turn it on.
3. Under Case Fields, click Edit: set Subject → Subject and Description → Description.
4. Check Include Case Emails and Include Case Comments, then Save and Activate Grounding with Cases.

6. Set Eligibility Criteria

1. In Define Service Plan Eligibility Criteria, click Go to Flows, then select Check Service Plan Eligibility.
2. Select the Is Case Eligible for Service Plan? decision element.
3. In Outcome Details (Yes tab), confirm Label Yes, API Name EligibleForServicePlan, Conditions All Conditions Are Met (AND).
4. Confirm the Case from Get Case resource has Is Null = False; delete ineligibilityReason; confirm Priority Equals High.
5. Click + Add Condition: Resource Case from Get Case → Case Origin, Operator Equals, Value Email.
6. Click Save as New Flow, Label Travel Documentation, Save, then Activate.
7. Back on the Setup page, select Flow Label Travel Documentation, Case ID Variable caseId, Eligibility Result meetsEligibility, Ineligibility Reason ineligibilityReason, then Save.

7. Turn On Service Assistant and Add the Component

1. In Turn On Service Assistant for Cases, move the toggle to On.
2. Open the App Launcher and select Service, then the Cases tab and All Open Cases.
3. Select case 00001028 (Help with Travel Documentation).
4. Click the gear icon and Edit Page.
5. From Components, search Service Assistant and add it to the canvas.
6. Click Save, then Activate, select Desktop, Next, Save, then Save and Activation → Service Console → Desktop → Save.

8. Test Service Assistant

1. Open the App Launcher and select Service Console.
2. From the Cases tab, select Help with Travel Documentation.
3. Edit the Subject/Description in Details and click Save.
4. Wait for the service plan summary state (refresh or click Sync if needed).
5. In the Service Assistant component, click Draft Plan and review the plan (may take up to 2 minutes).