Answering customer emails takes a lot of time. But with Agentforce, you can automate email responses using AI. This means your team can reply faster, save time, and help more customers.
Here’s how it works and how you can set it up.
Agentforce uses Einstein Service Replies, an AI tool that reads customer emails and suggests a reply. It looks at:
✔ Past emails – It checks how similar emails were answered before.
✔ Knowledge articles – It finds helpful answers from your company’s knowledge base.
✔ Case details – It looks at customer records to give a personalized response.
“Agentforce makes answering emails faster by suggesting AI-powered replies.” – Matthew Gardner, SOLVD Consultant
When a customer emails, Agentforce creates a reply, and the agent can review, edit, and send it quickly.
1. Turn on AI Features
Go to Salesforce Setup and search for Einstein Setup. Then:
✔ Find Generative AI and turn it on.
2. Enable AI Email Replies
Next, search for Einstein Service Replies for Email in Setup.
✔ Turn the toggle switch ON to enable it.
3. Tell AI Where to Find Information
Agentforce needs to know where to get answers.
✔ Link it to knowledge articles and past cases so it can find the best response.
“AI uses past cases and knowledge articles to create accurate email replies.” – Matthew Gardner, SOLVD Consultant
4. Help Agents Find Answers Faster (Optional but Helpful)
You can turn on Einstein Article Recommendations to suggest helpful articles agents can send in their replies.
✔ Go to Einstein Article Recommendations and turn it ON.
5. Give Agents Permission to Use AI Replies
For agents to use Einstein Service Replies, they need permission.
✔ Go to Permission Sets in Setup.
✔ Assign Email Response User to your service agents.
Let’s say John, a customer, emails about a broken wind turbine.
“My wind turbine is cracked. Do I need to replace the whole thing?” – John Doe
Here’s what happens:
1️⃣ Agentforce reads the email and finds a helpful knowledge article.
2️⃣ It suggests a smart reply with the correct information.
3️⃣ The agent reviews, makes small edits, and sends the email in seconds.
“Agents don’t have to type the same responses over and over. AI helps them answer emails faster.” – Matthew Gardner, SOLVD Consultant
If you want faster, smarter email replies, Agentforce can help. Let us set it up for you so your team can save time and help more customers.
📩 Contact SOLVD today to get started!
From my initial call with Spencer through project implementation with John and Evan, my experience with the SOLVD team was excellent. They were quick to understand our business needs, clear when explaining the reasoning behind proposed solutions, transparent when reporting on progress and timeline, and all around enjoyable to work with. Would highly recommend and looking forward to continue working with them in the future!
SOLVD was very straight forward with everything needed to complete the project. No surprises, no issues, and cost was aligned with the estimate. They made implementation easy and quick.
As a rule, I'm pretty stingy with my recommendations. So it's a pleasure for me to recommend Solvd as a top-flight Salesforce consultancy. Solvd recently led our company's conversion to the Lightning interface and did it on time, on budget and made it easy for me and my team. I know I'll use their services again, and am confident they can do the same for you.
Start Automating Today
