How do I use Sprout’s Integration with Agentforce?

Brands want to provide personalized care to increase customer satisfaction. However, agents are often overwhelmed with numerous cases and limited time to review a customer’s full history while addressing their immediate needs.

Sprout’s integration with Agentforce enhances your Service Cloud experience by enabling AI-generated summaries within your case management workflows. This add-on package helps customer service teams accelerate resolution times and personalize conversations with two custom AI prompts that:

• Provides a summary of the contact's omni-channel interactions across social, voice, email, and other channels to help agents quickly understand who they are engaging with
• Generates a summary of the case's history within Sprout, enabling agents to take action quickly

Prerequisites

Before installing the package, ensure the following requirements are met:

• You have a Sprout Social Advanced Plan
• You are subscribed to the Sprout Service Cloud integration
• The Sprout Social Service Cloud app is installed and activated in your Salesforce organization
• You have an Agentforce subscription with Salesforce

Installation and Setup

Once the package is installed, it will be integrated into your company’s Salesforce org and connected to Salesforce Service Cloud. This integration requires an Advanced Plan.

To implement this feature:

1. Ensure you meet the prerequisites listed above
2. Contact your Customer Success Manager or Account Executive to coordinate setup and installation
3. If you need to upgrade your Sprout plan to the Advanced Plan or subscribe to the Managed package, reach out to your CSM or AE or Support for assistance

Using the Actions

Summarize Contact History

1. Open a case created from Sprout in Salesforce
2. Open the Agentforce widget from the top right
3. Type into the chat box, Summarize my history with this contact
4. Agentforce will suggest a contact to summarize
5. Confirm the selection
6. Agentforce will generate a written summary

Generate Case Summary

1. Open the Agentforce widget from the top right
2. Type into the chat box, Summarize this case
3. Agentforce will generate a written summary of the case the agent is working on