We have already discussed about Topics in Agentforce in our previous article Building an AI Mortgage Assistant with Agentforce Part 3 – Mortgage Banking Technology | Origination Strategy Consulting. Each topic consists of a set of Actions which have to be undertaken by the agent. Let us discuss a few mortgage specific actions that can be performed by an agentforce agent in this article.
Action Types in Agentforce
Agentforce allows different types of actions to be connected to an agent.
Common action types include:
- Flow-based actions – automate tasks and retrieve data from Salesforce
- Prompt templates – generate AI responses based on CRM data
This combination allows the agent to both perform tasks and generate intelligent responses.
Choose the Reference Action and give the Agent Action Label.
We need to provide clear instructions to the agent. In the Agent Action Instruction, we have to give some guidance so that whenever the agent receives a similar prompt, it can easily recognize that this action is intended to address that specific requirement.
Additionally, we have both an input field and an output field, instructions should be defined for each of these as well. Once all the details are provided, click the Finish button.
Now the agent custom action is successfully created.
Custom actions allow the agent to interact with CRM data and automate workflows. Below given are certain examples of mortgage specific custom actions.
- Get Loan product Details
- This action retrieves information about mortgage products such as:
- Fixed-rate loans
- Adjustable-rate mortgages
- FHA or VA programs
- The agent can summarize the details for the borrower in a conversational format.
- This action retrieves information about mortgage products such as:
- Get Contact, Lead, or Account Details
- If a borrower has previously interacted with the lender, the agent can retrieve their CRM profile and provide personalized assistance.
- For example:
- Checking application status
- Reviewing submitted documents
- Providing next steps in the process
- Get Available Consultation Sessions
- This action retrieves available time slots from the loan officer’s calendar.
- The AI agent can present these options to the borrower and book a consultation instantly.
- Generate a Personalized Loan Guidance Plan
- Based on borrower inputs such as Income range, Property value, Down payment, the agent can generate a personalized loan recommendation.
- Create Appointment or Consultation Booking
- Once the borrower selects a slot, the agent can automatically create a meeting or consultation booking inside Salesforce.
To learn more about How Agentforce Can Transform the Mortgage Industry, click Agentforce 360 Platform (Formerly Salesforce Platform) | Salesforce
