In the previous article Building an AI Mortgage Assistant with Agentforce Part 2 – Mortgage Banking Technology | Origination Strategy Consulting, we have seen how to create Topics when Building an AI mortgage assistant. For each Topic, you have to configure custom actions. In this blog, let us learn about Actions. Actions are essential building blocks that enable agents to perform real-world operations. Actions allow agent to access and modify data within the CRM, trigger business processes, Connect with external APIs, deliver outcomes.
For example if the borrower asks the agent to schedule a consultation call with the loan officer. The reasoning engine interprets the intent, identifies that a scheduling consultation operation is required and invokes the “CreateConsultation” action. The mortgage Service agent then executes it and responds with a confirmation.
Actions can be of three types
- Standard Actions: Includes common tasks like Create, update, delete records within Salesforce, Access records
- Custom Actions: Built for industry specific use cases like Check loan eligibility.
- External Actions: These are custom integrations with external systems via APIs like verifying credit score of a lead with a thirdparty credit service provider.
Actions in action
When a user makes a query, the reasoning engine which is the brain of the Agentforce agent will analyse the intent and decides the most suitable action to be taken. For eg: When a lead asks for available loan types, the chosen action can be ‘GetLoanProducts’. The agent then return the results in plain language in the conversation window.
The Topics section include all the topics to be handled by the agent.
To add actions, click on the topic we just added.
The ‘Topic Configuration’ tab will show the details of the topic.
This Topic Actions tab will show the Actions included in the Topic.
If we click on New, we can create a new action for the topic. To create an agent action, start with the functionality you already have in Salesforce, such as flows or prompt templates. Select an action you want the agent action to reference and then configure it for use with an agent. To create an action, We have to select the Reference Action type. We will see more about it in an upcoming article.
To learn more about How Agentforce Can Transform the Mortgage Industry, click Agentforce 360 Platform (Formerly Salesforce Platform) | Salesforce
