Agents
Agents are AI-powered virtual assistants designed to help you analyse, interpret, and extract actionable insights from your Salesforce reports. Agents can process Salesforce data via reports across various objects (Leads, Opportunities, Cases, Accounts, Custom Objects, etc.) and provide meaningful summaries, trend detection, performance evaluations, and predictive analytics.
Agents are versatile and can run on data from any Salesforce object, whether standard (like leads and opportunities) or custom. Moreover, agents can be tied to solutions.
Use cases
Add an agent
- Go to the Agents tab. If the tab doesn't appear, go to Configure > Settings and confirm the Disable AI option is unchecked.
- Click the Add button ( icon).
- Provide a name and prompt for the agent. You do not need to provide technical instructions; instead, you describe what you want the AI to do, such as summarize key trends or analyze common reasons for escalations. Below Example prompts, you will find different example prompts are oriented toward different use cases. You can also use agent variables.
- Optionally, you can determine a max number of words per response.
- Check Use Assistant for a slower but more detailed agent analysis.
- Click Save to finish.
Agent variables
Prompts can include dynamic variables that pull specific data points (like an account's industry) from a report to provide highly contextualized analysis for a specific record. You can use any of the following variables within your prompt:
- Reports: For reports tied to a Solution, you can reference them using the report name surrounded by single quotes. For example, if you have a Solution that includes two Case reports, one named 'Cases - This Month' and the other named 'Cases - Last Month', you could use the following prompt to compare them: Summarize the differences between 'Cases - This Month' and 'Cases - Last Month'.
- Burst Report Variables: You can use any of the fields from your Burst report as a variable in your prompt. For example, if your Burst report is on Account and you have 'Industry' as a field on that report, you can include that field using the variable {{Industry}}: Please analyze this report to spot trends. The data represents Salesforce Cases on an Account in the {{Industry}} industry. Limit your response to 100 words or less.
Integrate agents into solutions
Once the agent is created, you must add it to a Solution to make it functional. In the solution builder’s items page, you select the agent to analyse the data from your chosen reports. This allows the agent's insights to be automatically included in scheduled emails, merged into HTML templates, or displayed in real-time within Salesforce.