@salesforce/afv-skills 1.22.0 → 1.24.0

package/skills/developing-agentforce/assets/escalation-pattern.agent

@@ -1,209 +0,0 @@
-# Escalation Pattern Template
-# ===========================
-#
-# This template demonstrates the complete escalation pattern with:
-# - Multi-channel connection blocks (messaging, voice, web)
-# - Graceful handoff with escalation messages
-# - Pre-escalation data gathering
-# - OmniChannel routing configuration
-#
-# Pattern: Multi-channel escalation with context preservation
-# Use when: Any agent that needs human handoff capabilities
-
-system:
-   messages:
-      welcome: "Hello! I'm here to help. If I can't assist you, I can connect you with a specialist."
-      error: "I apologize, something went wrong. Let me connect you with someone who can help."
-   instructions: "You are a helpful agent. When you cannot resolve an issue, escalate to a human agent with full context."
-
-config:
-   agent_name: "EscalationPatternAgent"
-   agent_label: "Escalation Demo Agent"
-   description: "Agent demonstrating complete escalation patterns"
-   default_agent_user: "agent@yourorg.com"  # REQUIRED: Change to valid Einstein Agent User
-
-# ============================================================
-# CONNECTION BLOCKS (Multi-Channel Escalation)
-# ============================================================
-
-connections:
-   # Messaging channel (SMS, WhatsApp, etc.)
-   connection messaging:
-      escalation_message: "One moment, I'm transferring our conversation to a specialist who can better assist you."
-      outbound_route_type: "OmniChannelFlow"
-      outbound_route_name: "<flow://Escalate_Messaging_To_Agent>"
-      adaptive_response_allowed: False
-
-   # Voice channel
-   connection voice:
-      escalation_message: "Please hold while I transfer you to a specialist. They will have full context of our conversation."
-      outbound_route_type: "Queue"
-      outbound_route_name: "Customer_Support_Queue"
-      adaptive_response_allowed: True
-
-   # Web chat channel
-   connection web:
-      escalation_message: "Connecting you with a live agent now. They'll be with you shortly."
-      outbound_route_type: "OmniChannelFlow"
-      outbound_route_name: "<flow://Web_Chat_Escalation_Flow>"
-      adaptive_response_allowed: False
-
-variables:
-   # Customer context
-   customer_name: mutable string = ""
-      description: "Customer's name for personalization"
-   customer_issue: mutable string = ""
-      description: "Summary of customer's issue"
-   issue_category: mutable string = ""
-      description: "Category of issue for routing"
-
-   # Escalation state
-   escalation_reason: mutable string = ""
-      description: "Reason for escalation"
-   attempts_before_escalation: mutable number = 0
-      description: "Number of resolution attempts"
-   ready_to_escalate: mutable boolean = False
-      description: "Whether pre-escalation data is gathered"
-
-start_agent entry:
-   description: "Entry point - greet and assess needs"
-   reasoning:
-      instructions: |
-         Greet the customer and understand their needs.
-         Try to help directly, escalate if needed.
-      actions:
-         go_support: @utils.transition to @subagent.support
-            description: "Help with support issue"
-
-# ============================================================
-# SUPPORT SUBAGENT (With Escalation Triggers)
-# ============================================================
-
-subagent support:
-   description: "Attempt to resolve issue, escalate if unable"
-   reasoning:
-      instructions: ->
-         # POST-ACTION: Check if escalation was triggered
-         if @variables.ready_to_escalate == True:
-            transition to @subagent.pre_escalation
-
-         # Track attempts
-         | I'm here to help you with your issue.
-
-         if @variables.attempts_before_escalation >= 2:
-            | It seems like I'm having trouble resolving this.
-            | Would you like me to connect you with a specialist?
-
-      actions:
-         # Attempt resolution
-         try_resolve: @actions.Attempt_Resolution
-            description: "Try to resolve the issue"
-            with issue = ...  # LLM extracts from conversation
-            set @variables.customer_issue = @outputs.issue_summary
-            set @variables.issue_category = @outputs.category
-            set @variables.attempts_before_escalation = @variables.attempts_before_escalation + 1
-
-         # User-initiated escalation
-         request_human: @utils.setVariables
-            description: "I'd like to speak with a human"
-            with escalation_reason = "Customer requested human agent"
-            with ready_to_escalate = True
-
-         # Agent-initiated escalation (after failed attempts)
-         escalate_complex: @utils.setVariables
-            description: "Connect me with a specialist"
-            available when @variables.attempts_before_escalation >= 2
-            with escalation_reason = "Unable to resolve after multiple attempts"
-            with ready_to_escalate = True
-
-# ============================================================
-# PRE-ESCALATION SUBAGENT (Gather Context)
-# ============================================================
-
-subagent pre_escalation:
-   description: "Gather information before escalating"
-   reasoning:
-      instructions: ->
-         # Ensure we have customer name for personalization
-         if @variables.customer_name == "":
-            | Before I transfer you, may I have your name so the specialist can address you properly?
-         else:
-            | Thank you, {!@variables.customer_name}. Let me prepare the transfer.
-
-         # Display summary of what we'll share
-         if @variables.customer_name != "" and @variables.customer_issue != "":
-            | I'll share the following with the specialist:
-            | - Your issue: {!@variables.customer_issue}
-            | - Category: {!@variables.issue_category}
-            | - Reason for transfer: {!@variables.escalation_reason}
-            |
-            | Ready to connect you now.
-            transition to @subagent.escalation
-
-      actions:
-         # Capture customer name
-         save_name: @utils.setVariables
-            description: "Save customer name"
-            available when @variables.customer_name == ""
-            with customer_name = ...  # LLM extracts name from response
-
-         # Proceed to escalation
-         proceed: @utils.transition to @subagent.escalation
-            description: "Proceed with transfer"
-            available when @variables.customer_name != ""
-
-         # Cancel escalation
-         cancel_escalation: @utils.setVariables
-            description: "Actually, let me try again with the bot"
-            with ready_to_escalate = False
-            with escalation_reason = ""
-            run @utils.transition to @subagent.support
-
-# ============================================================
-# ESCALATION SUBAGENT (Handoff)
-# ============================================================
-
-subagent escalation:
-   description: "Execute escalation to human agent"
-   reasoning:
-      instructions: ->
-         # Log escalation context (this gets passed to human agent)
-         run @actions.Log_Escalation_Context
-            with customer_name = @variables.customer_name
-            with issue_summary = @variables.customer_issue
-            with category = @variables.issue_category
-            with reason = @variables.escalation_reason
-            with attempt_count = @variables.attempts_before_escalation
-
-         | Transferring you now. Thank you for your patience!
-
-      actions:
-         # The actual escalation - uses connection block configuration
-         handoff: @utils.escalate
-            description: "Transfer to human agent"
-
-# ============================================================
-# OPTIONAL: SPECIALIZED ESCALATION QUEUES
-# ============================================================
-
-subagent escalate_billing:
-   description: "Escalate specifically to billing team"
-   reasoning:
-      instructions: |
-         I'm connecting you with our billing specialists.
-         They'll be able to help with your account questions.
-      actions:
-         # Note: In production, you'd configure this action
-         # to route to a specific billing queue
-         billing_handoff: @utils.escalate
-            description: "Transfer to billing team"
-
-subagent escalate_technical:
-   description: "Escalate specifically to technical support"
-   reasoning:
-      instructions: |
-         I'm connecting you with our technical support team.
-         They specialize in resolving complex technical issues.
-      actions:
-         tech_handoff: @utils.escalate
-            description: "Transfer to technical support"

package/skills/developing-agentforce/assets/flow-action-lookup.agent

@@ -1,115 +0,0 @@
-# Flow Action Lookup Template
-# ============================
-#
-# This template demonstrates the pattern for calling Flow actions
-# that return complex data types (SObjects, lists, custom types).
-#
-# Pattern: Data lookup and display using Flow actions
-# Use when: Fetching records from Salesforce (Cases, Orders, Accounts)
-#
-# CRITICAL: When defining Flow action outputs in Agentforce Assets:
-# - For SObject returns: complex_data_type_name = "lightning__recordInfoType"
-# - For list[string]: complex_data_type_name = "lightning__textType"
-# - For currency: complex_data_type_name = "lightning__currencyType"
-
-system:
-   messages:
-      welcome: "Hello! I can help you look up order information."
-      error: "I apologize, something went wrong retrieving your data."
-   instructions: "You are a customer service agent helping users look up their orders."
-
-config:
-   agent_name: "FlowActionLookupAgent"
-   agent_label: "Order Lookup Agent"
-   description: "Agent demonstrating Flow action patterns with complex data types"
-   default_agent_user: "agent@yourorg.com"  # REQUIRED: Change to valid Einstein Agent User
-
-variables:
-   # Customer context (from session)
-   customer_id: linked string
-      source: @session.customerId
-      description: "Customer ID from session context"
-
-   # Order data (populated by Flow action)
-   order_id: mutable string = ""
-      description: "Current order being viewed"
-   order_status: mutable string = ""
-      description: "Order status from lookup"
-   order_total: mutable string = ""
-      description: "Order total amount"
-   order_date: mutable string = ""
-      description: "Order date"
-
-   # Error handling
-   lookup_error: mutable boolean = False
-      description: "Whether lookup encountered an error"
-
-start_agent entry:
-   description: "Entry point - welcome and route to order lookup"
-   reasoning:
-      instructions: |
-         Welcome the customer and offer to help with order lookups.
-      actions:
-         go_lookup: @utils.transition to @subagent.order_lookup
-            description: "Start order lookup"
-
-# ============================================================
-# ORDER LOOKUP SUBAGENT (Flow Action Pattern)
-# ============================================================
-
-subagent order_lookup:
-   description: "Look up order details using Flow action"
-   reasoning:
-      instructions: ->
-         # POST-ACTION CHECK: Display results if order was found
-         if @variables.order_status != "":
-            | **Order Details**
-            | - Order ID: {!@variables.order_id}
-            | - Status: {!@variables.order_status}
-            | - Total: {!@variables.order_total}
-            | - Date: {!@variables.order_date}
-            |
-            | Is there anything else you'd like to know about this order?
-
-         # ERROR CHECK: Handle lookup failures
-         if @variables.lookup_error == True:
-            | I couldn't find that order. Please check the order ID and try again.
-            set @variables.lookup_error = False
-
-         # INITIAL STATE: Ask for order ID
-         if @variables.order_id == "":
-            | What order would you like me to look up?
-            | Please provide your order ID.
-
-      actions:
-         # Flow action with SObject return type
-         # In Agentforce Assets, set outputs.order_record complex_data_type_name = "lightning__recordInfoType"
-         lookup_order: @actions.Get_Order_Details
-            description: "Look up order by ID"
-            with order_id = ...  # LLM extracts from user message
-            include_in_progress_indicator: True
-            progress_indicator_message: "Looking up your order..."
-            set @variables.order_id = @outputs.order_id
-            set @variables.order_status = @outputs.status
-            set @variables.order_total = @outputs.total_amount
-            set @variables.order_date = @outputs.order_date
-            # Error handling: check if lookup failed
-            if @outputs.found == False:
-               set @variables.lookup_error = True
-
-         # Flow action returning a list of strings
-         # In Agentforce Assets, set outputs.product_names complex_data_type_name = "lightning__textType"
-         get_items: @actions.Get_Order_Line_Items
-            description: "Get list of items in the order"
-            available when @variables.order_id != ""
-            with order_id = @variables.order_id
-
-         clear_search: @utils.setVariables
-            description: "Search for a different order"
-            with order_id = ""
-            with order_status = ""
-            with order_total = ""
-            with order_date = ""
-
-         escalate_now: @utils.escalate
-            description: "Transfer to human agent"

package/skills/developing-agentforce/assets/hub-and-spoke.agent

@@ -1,104 +0,0 @@
-# Hub-and-Spoke Architecture Template
-# ====================================
-#
-# This template demonstrates the Hub-and-Spoke pattern where a central
-# agent_router (hub) routes conversations to specialized subagents (spokes).
-#
-# Pattern: Multi-purpose agents handling distinct request types
-# Use when: Users may have different intents (orders, support, returns)
-
-system:
-   messages:
-      welcome: "Welcome! I can help with orders, returns, or general support."
-      error: "I apologize, something went wrong. Let me try again."
-   instructions: "You are a customer service agent for an e-commerce company."
-
-config:
-   agent_name: "HubAndSpokeAgent"
-   agent_label: "Customer Service Agent"
-   description: "Multi-purpose agent with hub-and-spoke architecture"
-   default_agent_user: "agent@yourorg.com"  # REQUIRED: Change to valid Einstein Agent User
-
-variables:
-   customer_id: linked string
-      source: @session.customerId
-      description: "Customer ID from session"
-   order_id: mutable string = ""
-      description: "Current order being discussed"
-   issue_resolved: mutable boolean = False
-      description: "Whether the issue has been resolved"
-
-# ============================================================
-# HUB: Central Router
-# ============================================================
-
-start_agent agent_router:
-   description: "Route to appropriate subagent based on user intent"
-   reasoning:
-      instructions: |
-         Determine what the customer needs and route accordingly:
-         - Order questions → orders subagent
-         - Return/refund requests → returns subagent
-         - General questions → support subagent
-      actions:
-         check_order: @utils.transition to @subagent.orders
-            description: "Customer wants to check order status"
-         process_return: @utils.transition to @subagent.returns
-            description: "Customer wants to return or refund"
-         general_help: @utils.transition to @subagent.support
-            description: "General support questions"
-
-# ============================================================
-# SPOKE: Orders Subagent
-# ============================================================
-
-subagent orders:
-   description: "Handle order status and tracking inquiries"
-   reasoning:
-      instructions: ->
-         | Help the customer with their order inquiry.
-
-         if @variables.order_id != "":
-            | Current order: {!@variables.order_id}
-
-      actions:
-         lookup_order: @actions.get_order_status
-            description: "Look up order details"
-            with order_id = @variables.order_id
-         back_to_hub: @utils.transition to @subagent.agent_router
-            description: "Return to main menu"
-
-# ============================================================
-# SPOKE: Returns Subagent
-# ============================================================
-
-subagent returns:
-   description: "Handle return and refund requests"
-   reasoning:
-      instructions: ->
-         | Help the customer with their return or refund request.
-         | Verify the order details before processing.
-
-      actions:
-         start_return: @actions.initiate_return
-            description: "Start a return process"
-         process_refund: @actions.process_refund
-            description: "Process a refund"
-         back_to_hub: @utils.transition to @subagent.agent_router
-            description: "Return to main menu"
-
-# ============================================================
-# SPOKE: Support Subagent
-# ============================================================
-
-subagent support:
-   description: "Handle general support questions"
-   reasoning:
-      instructions: |
-         Help the customer with general questions.
-         If the question requires specialized help, route appropriately.
-      actions:
-         escalate: @utils.escalate
-            description: "Transfer to human agent"
-         back_to_hub: @utils.transition to @subagent.agent_router
-            description: "Return to main menu"

package/skills/developing-agentforce/assets/invocable-apex-template.cls

@@ -1,187 +0,0 @@
-/**
- * Invocable Apex template for Agent Script action backing logic.
- *
- * Wire this class to an Agent Script action with:
- *     target: "apex://{{ClassName}}"
- *
- * The @InvocableVariable field names on Request and Result become the
- * action's input and output names in the .agent file. They must match
- * character-for-character — including case.
- *
- * STUB USAGE: To create a minimal stub for unblocking deployment,
- * delete the business logic in execute() and return hardcoded values.
- * Do not add mock data, conditional logic, or JSON serialization to
- * stubs — keep them minimal.
- *
- * Replace all {{placeholders}} before use.
- */
-public with sharing class {{ClassName}} {
-
-    // ─── INVOCABLE METHOD ────────────────────────────────────────────
-    //
-    // Must be: static, accept List<Request>, return List<Result>.
-    // This signature supports bulkification when the action is called
-    // for multiple records in a single transaction.
-
-    @InvocableMethod(
-        label='{{ActionLabel}}'
-        description='{{ActionDescription}}'
-    )
-    public static List<Result> execute(List<Request> requests) {
-        List<Result> results = new List<Result>();
-
-        // ── Bulkification: collect IDs first, query once ──
-        // Avoids SOQL-in-loop governor limit issues.
-        Set<Id> recordIds = new Set<Id>();
-        for (Request req : requests) {
-            if (req.recordId != null) {
-                recordIds.add(req.recordId);
-            }
-        }
-
-        // ── USER_MODE ──
-        // `USER_MODE` enforces the running user's FLS/CRUD permissions.
-        // For service agents, the running user is the Einstein Agent User.
-        // If the user lacks read access to queried objects, queries return
-        // 0 rows with NO error — a silent failure. Verify object permissions
-        // before relying on `USER_MODE` queries.
-
-        // Static SOQL (Preferred): Use `WITH USER_MODE` clause:
-        Map<Id, {{SObjectName}}> recordsById = new Map<Id, {{SObjectName}}>();
-        if (!recordIds.isEmpty()) {
-            recordsById = new Map<Id, {{SObjectName}}>(
-                [SELECT Id, Name
-                 FROM {{SObjectName}}
-                 WHERE Id IN :recordIds
-                 WITH USER_MODE]
-            );
-        }
-
-        // Dynamic SOQL (Optional): Use `AccessLevel.USER_MODE` parameter. DO NOT use `WITH USER_MODE` clause!
-        // WARNING! `WITH USER_MODE` inside a dynamic string causes:
-        //   System.QueryException: unexpected token: 'WITH'
-        //
-        // WRONG:
-        //   String q = 'SELECT Id, Name FROM {{SObjectName}} WHERE Id IN :recordIds WITH USER_MODE';
-        //   recordsById = new Map<Id, {{SObjectName}}>(Database.query(q));
-        //
-        // RIGHT:
-        //   String q = 'SELECT Id, Name FROM {{SObjectName}} WHERE Id IN :recordIds';
-        //   recordsById = new Map<Id, {{SObjectName}}>(Database.query(q, AccessLevel.USER_MODE));
-
-        // ── Process each request ──
-        for (Request req : requests) {
-            Result r = new Result();
-            try {
-                {{SObjectName}} record = recordsById.get(req.recordId);
-                if (record == null) {
-                    r = errorResult('Record not found: ' + req.recordId);
-                } else {
-                    // TODO: Replace with actual business logic
-                    r.isSuccess = true;
-                    r.outputMessage = 'Processed: ' + record.Name;
-                    r.outputRecordId = record.Id;
-                }
-            } catch (Exception e) {
-                r = errorResult(e.getMessage());
-            }
-            results.add(r);
-        }
-
-        return results;
-    }
-
-    // ─── REQUEST WRAPPER ─────────────────────────────────────────────
-    //
-    // Each @InvocableVariable becomes an action input in Agent Script.
-    // The field name here must exactly match the input name in the
-    // .agent file's action definition.
-    //
-    // Supported types: Boolean, Date, DateTime, Decimal, Double,
-    //   Integer, Long, String, Id, Time, SObject types, List<T>
-
-    public class Request {
-        @InvocableVariable(
-            label='Record ID'
-            description='ID of the record to process'
-            required=true
-        )
-        public Id recordId;
-
-        @InvocableVariable(
-            label='Operation Type'
-            description='Type of operation to perform'
-            required=false
-        )
-        public String operationType;
-
-        @InvocableVariable(
-            label='Amount'
-            description='Numeric amount for calculations'
-            required=false
-        )
-        public Decimal amount;
-    }
-
-    // ─── RESULT WRAPPER ──────────────────────────────────────────────
-    //
-    // Each @InvocableVariable becomes an action output in Agent Script.
-    // The field name here must exactly match the output name in the
-    // .agent file's action definition.
-    //
-    // Always include isSuccess and errorMessage for consistent error
-    // handling. The agent can check isSuccess to decide what to tell
-    // the user.
-
-    public class Result {
-        @InvocableVariable(
-            label='Is Success'
-            description='Whether the operation completed successfully'
-        )
-        public Boolean isSuccess;
-
-        @InvocableVariable(
-            label='Error Message'
-            description='Error message if operation failed'
-        )
-        public String errorMessage;
-
-        @InvocableVariable(
-            label='Output Message'
-            description='Human-readable result for the agent to relay'
-        )
-        public String outputMessage;
-
-        @InvocableVariable(
-            label='Output Record ID'
-            description='ID of the processed or created record'
-        )
-        public Id outputRecordId;
-
-        @InvocableVariable(
-            label='Output Value'
-            description='Primary result value'
-        )
-        public String outputValue;
-
-        @InvocableVariable(
-            label='Output Amount'
-            description='Numeric result for calculations'
-        )
-        public Decimal outputAmount;
-
-    }
-
-    // ── Error factory ──────────────────────────────────────────────────
-    //
-    // Centralizes error construction so every failure path sets both
-    // isSuccess = false and errorMessage consistently. Defined on the
-    // outer class because Apex prohibits static methods in inner classes.
-
-    private static Result errorResult(String message) {
-        Result r = new Result();
-        r.isSuccess = false;
-        r.errorMessage = message;
-        return r;
-    }
-}