MeshMesh from Salesforce
Agentforce · Agent Builder

Diagnose Agentforce Routing Failures

Find out why an Agentforce agent picks the wrong topic or fails to hand a conversation or case to a human, and get the cause fixed or a fix plan ready.

55 tasks
Method

How MeshMesh does it

  1. Traces the path a case takes after the agent acts, through the Omni-Channel routing flow, the escalation flow, case history and Support Settings.
  2. Names the root causes. In one case, a case released by Omni-Channel fell back to the default case user in Support Settings, and the routing flow hardcoded the wrong agent user.
  3. Finds why email cases never reach the agent, such as a missing threading token setting and a routing flow that reassigns the owner, then writes a fix plan.
  4. Fixes topic routing so the agent picks the right topic. A quoting agent now routes to ProductConfiguration instead of Small_Talk.
  5. When a flow fails to deploy on Flow XML errors, drops that scenario and lets the user demo the ones that work.

For the setup side of handoffs, see Configure Agentforce Human Escalation Routing.

Products

Products and features it works with

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Features
Agent Builder

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