How to collect essential customer information before they start a conversation with the agent?
Using Pre-chat Fields in Embedded Service Deployments(ESD).
—> Visible pre-chat fields are displayed to the user and require direct input.
—> Hidden pre-chat fields are not displayed to your end-user.
Pre-chat forms for Agentforce :
1.Setting context for the agent.
2.Establishing user identity.
3.Advanced routing.
DRO bridges front-office sales with back-office operations, ensuring that every sold product or service is fulfilled accurately and smoothly.
Decomposition : Break down complex orders into manageable tasks.
Fulfillment : Streamlines and automates fulfillment workflows.
Transaction Management :
Transaction management has CPQ and Contract.
Create Quote with the right products and Prices. Close deals faster.
Customize the Transaction Line Editor to ensure sales teams have the right information at their fingertips for faster, smarter selling.
Extend SalesTransaction Context to map Custom Fields :
1.Extend the OOTB SalesTransaction Context directly to create your own custom definition,Add necessary custom mappings and then Activate your definition.
2.Sync your Context Definition on Upgrades.
Note : Avoid cloning and then extending SalesTransaction_Context.
Price Waterfall :
Tip: Use Price waterfall to visualize price breakdowns.
Using Waterfall, view price breakups - taxes, discounts and adjustments at each step, with reasons for every addition or deduction.
Structure Products for Scalability and Reusability.
Note : Product catalog impacts every step of the revenue lifecycle.
1.Organize products into Catalogs and Categories for easy product discovery.
Use qualification rules to help sales person to quickly discover the right product.
2.Use Bundles to structure products hierarchically to simplify configuration, enable flexible customization and streamline the sale experience.
3.Leverage Attributes and Attribute categories, Use configurator to help sales person configure the right product.
4.Performance and scalability considerations, Number of Attributes,Bundle Nesting and number of products in a Bundle.
Configurator :
Composable Design Templates - powered by Flow Builder.
Configurator Template Assignment - Assign Product or a product Classification to a template.
Preview the config template.
Configuration Rules - Offer an intuitive configuration experience with validation, inclusion and exclusion rules to apply business logic at the time of sale.
Catalog :
A collection of products organized for selling.
Categories :
Subdivisions within a catalog to group products for easier discoverability.
Subcategories :
Additional hierarchy levels for deeper structure.
Ex: Beds —> Sofa Beds, Single Beds
Note :
Effective Start Date
Effective End Date
Control the visibility of Catalogs with Effective Dates.
Assigning Products to categories :
Products must be Standalone ( not ‘’ Sell only with other products”).
Go to : Catalog —> Categories —> Related —> Assign Products.
Note : Products can be assigned to multiple categories/subcategories.
Product not available in ‘Browse catalog’ :
Encountering error retrieving the catalogs or products .
1.Rebuild Index
Go to Setup —> Product Discovery Settings —> Enable ‘ Use Indexed Data for Product Listing and Search’.
Create Full Index —> Click ‘Rebuild Index’.
Choose ‘ Partial Index Rebuild’/‘Full Index Rebuild’ methods.
Note : Partial index rebuilds capture product updates incrementally while full index rebuilds completely rebuild the entire index, which can be resource-intensive.
2.Product Should be active and ’Sell only with other products’ should be false.
—>Product should have price book entry within the pricebook you selected for this quote or order.
—> Make sure assign a product Selling model’ to your product.
—> Make sure the product is assigned to the catalog you are selecting in the browse catalogs page.
3.Sync Pricing Data
Go to Setup —> Salesforce Pricing Setup —> Click on ’Sync’. Wait a couple minutes for the process to run.
Go back to Transaction Line Editor on your Quote/order and click Browse catalogs verify product is available.
Here's a quick breakdown to help you make the right call 💡
🔹 𝐀𝐠𝐞𝐧𝐭𝐬: Autonomous, Context Aware, Action Oriented
🔹 𝐏𝐫𝐨𝐦𝐩𝐭 𝐓𝐞𝐦𝐩𝐥𝐚𝐭𝐞𝐬: Fast, Focused, Stateless
🔹 𝐀𝐠𝐞𝐧𝐭𝐬:
Agents are like AI project managers they think, reason and act based on evolving context.
✅ 𝐁𝐞𝐬𝐭 𝐮𝐬𝐞𝐝 𝐰𝐡𝐞𝐧:
↳ The Context is dynamic
↳ Multi step reasoning is required
↳ AI needs to make decisions or take action
↳ There’s a need for external API calls or workflow automation
🛠️ 𝐔𝐬𝐞 𝐂𝐚𝐬𝐞𝐬:
↳ Multi-step appointment scheduling 🗓️
↳ Drafting dynamic, data-rich customer responses 💬
↳ Troubleshooting via API-triggered workflows ⚙️
Agents are stateful, meaning they remember past steps and adjust based on new data, a powerful tool for orchestrating complex logic with AI.
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🔹 𝐏𝐫𝐨𝐦𝐩𝐭 𝐓𝐞𝐦𝐩𝐥𝐚𝐭𝐞𝐬:
Think of prompt templates like laser focused AI assistants, perfect for single turn interactions where you just need one output based on structured data.
✅ 𝐁𝐞𝐬𝐭 𝐮𝐬𝐞𝐝 𝐰𝐡𝐞𝐧:
↳ The business context is clear and stable
↳ The task focused and well defined, like summarizing a case or rewriting a sentence
↳ The desired output is predictable, not deterministic
↳ Multi step reasoning is not required
🛠️ 𝐔𝐬𝐞 𝐂𝐚𝐬𝐞𝐬:
↳ Case note summaries 📝
↳ Templated email replies 📧
↳ Meeting note generation 🗓️
↳ Next best action suggestions 🎯
Built in Prompt Builder, these templates securely access Salesforce data via data graphs, RAG, and predefined fields—all while staying inside the Trust Layer ✅
