Acceso

Inspiration:

Every Salesforce-based project requires an admin to handle routine and repetitive access requests, including manually submitting access requests and creating users once approved. This process currently consumes up to 50% of the admin's time. However, by leveraging this agent force feature, we can simplify how users request access and how it gets provisioned, significantly reducing the monotonous tasks performed by admins.

What it does:

Our service agent offers end users a simple way to request access to Salesforce through a chat with Agentforce Service Agent. The request is then converted into a user access request in Salesforce, automatically routed for approval, and upon approval, access is granted to the user.

How we built it:

For this hackathon, we created a fictitious organization called 'Accesshaven Tech' and enabled the Agentforce service agent on their community, allowing guest users to request access to Salesforce by chatting with the agent. The components we used include Agentforce agent, Apex, Salesforce standard approval process, and Embedded Service.

Challenges we ran into:

Connecting the agent to the community through Embedded Service.

Accomplishments that we're proud of:

We are proud to have set up an end-to-end access handling system for users, which can be leveraged across all existing Salesforce projects, reducing 95% of manual tasks related to user access. This was successfully implemented using Salesforce's latest feature, Agentforce.

What we learned:

To utilize all the below-mentioned Salesforce out-of-the-box features and achieve our requirements, we used:

Agentforce agents, integrated with conventional Apex and Flows, and
Embedded Service deployments to connect the agent to the community.

What's next for Acceso:

Acceso can be extended to handle other admin tasks, such as data loads, answering general process-related queries, addressing FAQs related to the system, capturing feedback from users about various processes in Salesforce, and more.