When it comes to managing customer journeys in Salesforce, speed and accuracy matter. That’s where Agentforce, a powerful extension layer, comes into play. Whether spinning up a new quote from an opportunity or logging a support case from a contact, Agentforce can help streamline these actions with minimal clicks and maximum context.
In this blog, we’ll walk through setting up an Agentforce agent to create Quotes and Cases.
What Is Agentforce?
Agentforce is a cutting-edge cloud solution built on Salesforce that enables organizations to create and implement self-sufficient AI agents. These intelligent agents can execute a range of functions, such as customer support, sales automation, and marketing management, all without continuous human oversight.
Agentforce supplies these agents with essential data and contextual understanding to ensure precise and meaningful interactions by utilizing the Salesforce infrastructure along with the Einstein Trust Layer.
Note: Typically, accessing Agentforce within a Salesforce environment requires obtaining a Salesforce Service Cloud license along with the specialized Agentforce for Service extension.
Creating Quotes/Case the Smart Way
Creating a quote or case manually can be time-consuming. Agentforce simplifies this by offering pre-configured quote creation actions directly from the Opportunity record or creating a case directly from a contact.
Below is the step-by-step guide on how to create Quotes or Case the smart way:
Enable Service Agent
Step 1: Search for the Einstein setup and enable it from the quick find box.
Step 2: From the Quick find box, search for Agentforce Agent >> Enable Agentforce using the toggle button >> Enable default agent.
Before setting up an agent, create autolaunched flows to serve as actions later during agent configuration for quote or case creation.
Set up Autolaunch flow
Step 1: In Quick Find, search for flow >> Create New Flow
Step 2: Select “Start from Scratch” >> Next
Step 3: Select Type “Autolaunch Flow” >> Create.
Step 4: Create a flow that will check for an Opportunity if it exists & then create a quote (Quote Name and Opportunity are asked as input from the user end).
Note: In the same way, we have another Autolaunched flow to create a case (in this Case, Subject, Description, and Contact are asked as input from the user end).
Configure Agentforce Agent
Step 1: You can create a new agent by clicking the “New Agent” button or customizing an existing agent.
Step 2: For a new agent, select the template and click Next.
Step 3: Select the topic you want to “Add” or “Remove” >> click next.
Step 4: Customize your agent, then click the Next button on the top right >> Select DataSource (Optional) >> Click Create.
Step 5: Click on new or existing agent >> Open Builder.
Now it’s time to customize Topics and Actions for an agent.
Step 6: From the Builder, you can add or remove the topics.
To remove already added topics.
To add a new topic
Step 7: To a flow to handle Quote or Case creation from “New”, select “New Topic.”
Note: You can choose Available action from the above list, or you can create your own custom action for the topic. (shown in the next steps
Step 8: Now it’s time to add action to the topic. For this click on topic >> Select tab “The Topic’s Action” >> New >> “Create New Action.”
Note: If you need to add a standard action, choose “Add from Asset Library.”
Step 9: Choose “Reference Action Type” from the drop-down. In this, we are using “Flow.”
Step 10: Choose your flow name >> Next >> Fill in the instruction and action details to help the agent when to execute the action >> Finish.
Repeat Steps 6 – 10 for creating a topic for the Case and action.
Step 11: After customizing the agent, it’s time to activate the agent. For this, click on the “Activate” button in the top right corner.
Boom! The Agentforce agent setup is now finished. Now it’s time to test the agent.
How to Test the Agent?
Test the Agent for Quote Creation:
- Go to any Opportunity record for which you want to create a case.
- Click the Agentforce Icon in the top right corner.
- Ask the agent to create a Quote.
4. The agent will ask for details, and after providing the details, the quote will be created for that opportunity.
Note: If you want to create a quote and you are not in the opportunity record, then you need to provide the opportunity ID with other quote details. You can enhance the agent and flow to get the opportunity based on the Name or filling in other quote details.
Test the Agent for Case Creation:
- Go to any Contact record for which you want to create a case.
- Click the Agentforce Icon in the top right corner.
- Ask the agent to create a case.
4. An agent will ask for details, and after providing the details and the case will be created for that contact.
Note: If you want to create a case and you are not in a contact record, then you need to provide the contact ID with other case details. You can enhance the agent and flow to create a case for other objects based on their name.
Watch the Demo
Wrapping Up
Using Agentforce to manage Quotes and Cases in Salesforce not only saves time, it adds structure to processes that are otherwise error-prone. From guided flows to intelligent validations, Agentforce turns your CRM from a data warehouse into a responsive toolkit. Also, if you are new to this, you can create a custom Agentforce Agent with the help of our detailed guide.
Integrating these actions into your reps’ daily workflow ensures fewer clicks, fewer mistakes, and faster customer response.
Note: Demo link for this can not be set up in the HIC demo org as it is not a coded component, also it requires additional licenses. To set up this, I used a trial org that already has AgentForce enabled.
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