Create and test preconfigured service agent
You can quickly and simply create a preconfigured service agent to enhance the experience for your customer service representatives and their customers. The agent provides built-in features like contextual awareness in chats, email assistance, and case summarization. You can embed agents in Salesforce and ServiceNow.
Prerequisites
- Learn more about what you can do with Copilot for Service.
- Get access to Copilot for Service.
- You need a System Customizer or System Administrator role on the environment where your agent is created. For more information, see predefined security roles.
Create an agent
You can create an agent in a few easy steps.
- Open the Copilot for Service app, and then on the landing page, sign up for a license if you haven't already.
- A wizard appears, where you can create your agent. Select Pre-configured service agent > Get Started.
Test your agent
From the landing page, you can test the responses of your preconfigured agent by connecting to a CRM environment and then sending messages through.
Note
You can only connect to one CRM.
Connect agent to your Salesforce CRM environment
In Test it out, go to CRM Account, and then select Salesforce.
Select Set up.
Next to Salesforce, select Sign in. The panel displays the Salesforce sign-in details for Login URI Environment and Salesforce API Version.
Select Sign in, and then follow the onscreen prompts to verify your identity if necessary. Once the connection is confirmed, a green checkmark appears.
Select Confirm.
Connect agents to your ServiceNow CRM environment
In Test it out, go to CRM Account, and then select ServiceNow.
Select Set up.
In Authentication Type, select either Use Oauth2 or Basic Authentication.
Depending on your authentication type, do one of the following:
If you’re authenticating using Oauth2, enter your credentials, and then select Sign in.
If you’re authenticating using Basic Authentication, enter the domain for your environment, username, and password, and then select Create.
Once the connection is confirmed, a green checkmark appears.
Select Confirm.
After you establish a successful connection, you can begin sending messages back and forth using the agent.
Next Steps
Embed your agent within a CRM desktop. More information: