Creating a Certinia Work Reallocation Agent

This page details the specific options required to create a Certinia Work Reallocation agent using Agentforce Builder. For general information about creating an AI agent, see the Salesforce Help.

Template

Select the Certinia Work Reallocation Agent template.

Topics

Ensure that the Assignment Reallocation topic is selected.

Note:

We recommend that you do not add any additional topics and actions to the agent because this might result in unexpected behavior of the agent.

Agent Details

Complete the following fields.

Key: * – Mandatory field

Agent Configuration Values

Field		Value
Name	*	By default, this field is populated with the name of the template, Certinia Work Reallocation Agent. You can override this with the value that you choose. We recommend using a descriptive name that identifies the purpose of the agent.
API Name	*	By default, this field is populated with Certinia_Work_Reallocation_Agent. You can update this according to the name you enter in the Name field.
Description	*	This field is populated by default. We recommend you change it to explain the goals of the agent. Example: Automate everyday work reallocation tasks with the Certinia Work Reallocation agent. Identify the assignments a resource is working on, find suitable alternative resources, and reallocate the assignments.
Role	*	We recommend that you include the key tasks and responsibilities of the agent. Example: You are a Certinia Work Reallocation agent that assists users in reallocating assignments by searching for suitable resources, splitting assignments to resource requests, swapping resources on assignments, replacing assignments with resource requests, and holding resources for future assignments.
Company	*	We recommend that you include details relevant to the agent's purposes. Example: Certinia provides Professional Services Automation (PSA) software and applications. With our solutions you can optimize resource allocation, ensuring resources are deployed to the right projects at the right time.
Keep a record of conversations with enhanced event logs to review agent behavior		By default, this field is not selected. This feature uses Salesforce Data Cloud. If you want to use this feature, contact your Customer Success Manager.

Language and Tone

Complete the following fields if you want to customize the agent's default language or enable secondary languages. We recommend that you do not make any changes to the default value in the Tone field.

Agent Languages

Field	Description
Default Language	The primary language of the agent. This is set to "English" by default.
Select Languages	The secondary languages of the agent. The agent uses a selected language to reply to the user's requests in that language.