Answers Agent prerequisites

This page covers the Salesforce prerequisites required for the integration. After activating the Answers Agent integration for an application via the Integrations Center of the VIP Dashboard, a setup wizard opens that asks for several prerequisites to be met before setup can continue. These prerequisites and additional information are displayed in the setup wizard and are also available below for reference.

Prerequisites: Before you start

Before you begin configuring Agentforce, please confirm that the following prerequisites have been met. If any of these conditions aren’t met before you start, you will run into issues with your configuration.

• Data 360 (Data Cloud) is enabled in your Salesforce org.
• Agentforce is enabled in your Salesforce org.
• Omni-Channel is enabled.
• Digital Experiences are enabled.
• You have System Administrator permissions with required permission sets.

How do I know if Data Cloud is enabled in my Salesforce org?

Follow these steps to verify this setting is enabled:

1. Log in to your Salesforce org.
2. Select the gear icon (⚙) in the top-right corner and select “Data Cloud Setup.”
3. Confirm the “Your Home Org Details” section is visible and populated with the ID and instance.
4. If Data Cloud isn’t set up yet, select the “Get Started” button to set up Data Cloud.
5. If Data Cloud Setup is missing, contact your Salesforce admin to enable the Data Cloud license.

How do I know if Agentforce is enabled in my Salesforce org?

Follow these steps to verify this setting is enabled:

1. Select the gear icon (⚙) in the top-right corner and select “Setup.”
2. In the Quick Find box on the left, search for “Agents.”
3. Select “Agentforce Agents” and verify the toggle is enabled.
4. If the Agentforce Agents option is missing, your org may not have the Agentforce and Einstein Service Agent licenses — contact your Salesforce admin.

How do I know if Omni-Channel is enabled?

Follow these steps to verify this setting is enabled:

1. Log in to your Salesforce org.
2. Select the gear icon (⚙) in the top-right corner and select “Setup.”
3. In the Quick Find box on the left, search for “Omni-Channel.”
4. Select “Omni-Channel Settings” and verify “Enable Omni-Channel” is checked.
5. If Omni-Channel Settings is missing, your org may not have the Service Cloud license — contact your Salesforce admin.

How do I know if Digital Experiences are enabled?

Follow these steps to verify this setting is enabled:

1. Log in to your Salesforce org.
2. Select the gear icon (⚙) in the top-right corner and select “Setup.”
3. In the Quick Find box on the left, search for “Digital Experiences.”
4. Select “Settings” and confirm the “Domain Name” section is visible.
5. If Digital Experiences aren’t enabled yet, select the “Enable Digital Experiences” checkbox and save.
6. If Digital Experiences is missing, your org may not have the Experience Cloud license — contact your Salesforce admin.

How do I know if I have System Administrator permissions?

How to verify

1. Log in to your Salesforce org.
2. Select the gear icon (⚙) in the top-right corner and select “Setup.”
3. In the Quick Find box on the left, search for “Users.”
4. Select “Users” and find your user in the list.
5. Select your user and verify you have Profile: System Administrator granted.
6. Scroll down to the “Permission Set Assignments” section.
7. Verify all required permission sets are assigned to your user (use the tab above to see the required permission sets).
8. If any permission sets are missing, select “Edit Assignments” to search for the permission set(s) and add.
9. If you are missing either the System Administrator profile or the “Edit Assignments” button, contact your Salesforce admin.

Required permission sets

The following permission sets are required to successfully configure Answers Agent:

• Agent Platform Builder.
• Agentforce Service Agent Configuration.
• Agentforce Default Admin.
• Data Cloud Architect.
• Data Cloud User.