Lesson 3: Agent Builder, Channels, Integration, Handoff, Testing, and User Experience
Lesson Overview
This lesson develops practical skills in agent builder, channels, integration, handoff, testing, and user experience for Salesforce Copilot and Agentforce Training.
Topics Covered
Agent configuration, versions, users, permissions, channels, and deployment settings
Service console, messaging, web, mobile, Slack concepts, and embedded experiences
Human handoff, case creation, routing, context transfer, and escalation
Conversation design, tone, multilingual concepts, accessibility, errors, and recovery
Functional, grounding, safety, adversarial, regression, and user-acceptance testing
Prototype and pilot validation
Practical Activity
Configure or analyze a scenario involving agent configuration, versions, users, permissions, channels, and deployment settings.
Build and validate an exercise covering service console, messaging, web, mobile, slack concepts, and embedded experiences and human handoff, case creation, routing, context transfer, and escalation.
Use tests, logs, reports, or documentation to verify prototype and pilot validation.
Key Takeaways
Explain agent configuration, versions, users, permissions, channels, and deployment settings in the context of Salesforce Copilot and Agentforce Training.
Apply practical methods for service console, messaging, web, mobile, slack concepts, and embedded experiences and human handoff, case creation, routing, context transfer, and escalation.
Test, document, and troubleshoot prototype and pilot validation.
