How to use Custom Lightning Types in Agentforce Service Agents? – 2

We have setup Messaging Setting and Embedded Deployment Setting v2 in part 1 of this blog. Let us setup the remaining steps:

Create a routing configuration

1. In the Setup Quick Find, search for and select Routing Configurations.
2. Click on New.
3. Set field values as follows:
   Make sure you have a queue
4. Click on Save.

Create a new Agentforce Service Agent

1. In the Setup Quick Find, search for and select Agentforce Agents.
2. Click +New Agent.
3. Select the Agentforce Service Agent template and click Next.
4. Deselect all of the pre-configured Topics
5. Set field values as follows:
6. Click Save
7. Now, Add a topic with these detail
8. Now add the action inside Topic by following steps here: https://developer.salesforce.com/docs/einstein/genai/guide/lightning-types-example-full-editor-renderer.html
   Your action shold look like this:
9. Once done, Make sure to add the all the class access in service agent user

Configure Omni Channel routing in Messsaging Channel

Now Go to Messaging setting you created and update the omni channel routing, Select the values like this:

Publish the Embedded Deployment Setting v2 again

Test the Service Agent using Embedded Deployment Setting

Click on Test Enhanced Web Chat in your Embeed Deployment Setting v2, it will open a testing page

The page will look like this:

Click on Ask Me Anything:

Demo – Using Custom Lightning Type in Service Agent

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