GUIDE

Augment Your
Agentforce with
Prompt Builder
Contents

Get Started with Prompt Builder | Contents | 02

Deliver on the Promise of Generative AI 3

What Is Prompt Builder? 4

Writing Effective Prompts for Every Experience 5

Common Use Cases of Prompt Builder 8

Get Started Today 12

Introduction

Deliver on the Promise of

Generative AI
Many businesses are already seeing the benefits of generative AI. AI-powered
IDC data shows that AI-powered cloud solutions help employees cloud solutions1
reduce repetitive tasks to do their jobs better. They help the business
6250 %
Improve customer-
boost productivity, improve the customer experience, increase % facing employee
productivity
revenue, and lower the cost to acquire, retain, or service customers.¹

Yet many companies still struggle with putting it into practice. 6150%
% Improve customer
experience
They’re unable to create AI-powered experiences quickly, have
difficulty embedding generative AI into existing processes
or scaling new AI agents, and lack trust in the results. 5050 %
% Increase Revenue

Get Started with Prompt Builder | Deliver on the Promise of Generative AI | 03

of workplace AI users say
56% it’s difficult to get what
they want out of AI*.
*Salesforce Your Data, Your AI Research, April 2024

Salesforce is solving these challenges with Agentforce: a new layer on the Salesforce Platform that
enables companies to build and deploy your Agentforce to autonomously take action across any
business function. Along with its suite of pre-built agents, Agentforce comes with a set of low-
code builders that helps businesses customize agents and create powerful actions tailored to their
workflow and data. While Agentforce Builder allows customers to define new jobs to be done for
agents, Prompt Builder is another key component of Agentforce.

Prompt Builder allows your organization to create reusable prompt templates

that supercharge every agent and workflow with generative actions.

This guide will walk you through how to create these prompt-driven actions using Prompt Builder.

Let’s dive in.

1 Salesforce Economic Impact Survey, IDC, December, 2023

What is Prompt Builder?
What you need to know about prompts:
For generative AI to deliver Generative AI Challenges to be Solved:
reliable and trusted content,
• There is no simple way to build generative AI solutions
you need well-formulated
that are scalable for all users across your business
prompts — a detailed
without creating unique prompts for every use.
set of instructions that
communicates with the • One of the thorniest issues is adding business context and data
large language model (LLM) into prompts to generate accurate and meaningful results to
behind the AI technology users, while protecting your customer data and internal IP.

Get Started with Prompt Builder | Deliver on the Promise of Generative AI | 04

But it’s a challenge to create, • Generative experiences are only powerful when
integrate, and manage easily integrated across every customer touchpoint,
prompts across the business. embedded within workflows and agent interfaces.

How Prompt Builder Helps

Prompt Builder makes it easy for admins to create prompts that are customizable and reusable across
the Salesforce Platform. Not only does it integrate generative AI into your workflows, it enhances
your Agentforce with prompt actions. With prompt templates, you can customize agent actions to
use LLMs for tasks like knowledge search, summarization, sentiment analysis, and content creation.

Requirement How Prompt Builder Helps

Build solutions that can scale, instead Build generative experiences with ease.
of each user recreating the same LLM Streamline building prompts by empowering Salesforce admins to create
interaction manually. prompt templates that summarize and generate content with clicks.

Enrich prompts with your data.

Build prompts that are personalized
Create more relevant prompts grounded in your business data from
using your data, avoiding the generic
CRM, Data Cloud, and external sources. Retrieve data dynamically
output of public generative AI models.
using RAG or based on advanced logic with Flow Builder.

Secure your prompts.

Protect your customers’
Build, test, and fine-tune trusted AI prompts within the Einstein Trust Layer
data and internal IP.
in order to mask any sensitive information and limit bias and toxicity.

Embed in Agentforce and workflows.

Integrate generative experiences across
Build prompt templates once and scale generative experiences
every touchpoint without rebuilding.
across record pages, Flow, or Agentforce actions.
Writing Effective Prompts for Every
Experience
Creating a good AI-powered experience in your CRM starts
with effective prompts. Here are some of the key components
of setting up a good prompt for your business workflow.

Lifecycle of a Prompt Template

Create prompts CRM Data

grounded with your data

Get Started with Prompt Builder | Best Practices for Writing Effective Prompts | 05
1 Design reusable and effective
prompts that are grounded in
Prompt Flows

your own business data, secured

within the Einstein Trust Layer. Data Cloud

Test and iterate on Test with real data

prompt templates

2 Test the output of the prompts

with real data and version control.
Version control

Refine prompts and choose

the best LLM for the job.
LLM Selection

Email Field
Activate prompts in
the flow of work Flow Apex
3 Call prompt templates to
supercharge productivity within the LWC C360
flow of work including Agentforce.
Agentforce
Writing Effective Prompts for Every
Experience
1 Create effective prompt templates.
Good prompts start with good grounding data. Grounding is the process of providing the LLM your
specific domain knowledge and context, such as Salesforce data, to get your desired response.
Without grounding, a model’s response may contain generic, irrelevant, or hallucinated details.

With Prompt Builder, you can ground prompt templates with Salesforce, Data Cloud data, and
even external data. This connection helps the LLM understand context to generate personalized
responses with current and precise information. You can even retrieve data dynamically using
Retrieval-Augmented Generation (RAG) methods or logic built in Flows. Confidential data and PII

Get Started with Prompt Builder | Writing Effective Prompts for Every Experience | 06
remains within Salesforce. The zero-retention agreement within the Einstein Trust Layer guarantees
that any information shared with the LLM is neither stored nor used for training purposes.

Here are some of the elements of a high-quality prompt template:

Elements of a high-quality prompt template.

Who is involved, and how are they related? What is the context?
Key Ingredients: Participants, relationships, data Key Ingredients: Setting, tone & style, language

Example: Example:
You are a banker named {!user.firstname} Write the message in the form of an email directed
{!user.lastname} from a company named Sample Bank. toward a single individual, written in English.

You are writing to {!account.name}, who has been a The message should evoke enthusiasm with intensifiers,
customer of yours since {!account.creationdate} but limit the use of exclamation points. Express
casualness using contractions, referring to the recipient
in second person, and using discourse markers.

What are you trying to accomplish? What are the constraints?

Key Ingredients: Goal, instructions Key Ingredients: Limits, instructions

Example: Example:
You are attempting to persuade {!account. Limit the message to about 500 words, and do
name} to sign up for {!product.name}, which not address any content or generate answers
is described as {!product.description}. that you don’t have complete data on.

Describe the business value of {!product.name} in the Follow these instructions strictly to generate only
context of banking clients who are {!account.status}. the message to be sent to the customer.
Writing Effective Prompts for Every
Experience
2 Test and iterate on prompt templates.
Generative AI uses LLMs to produce responses. Unless you have the resources
to train your own models, third-party LLMs are not tuned to achieve great
results for unique business needs, even if your prompt is well-defined.

Prompt Builder makes it easy to refine your prompts without needing to finetune the model.
Refine your prompts by either adding additional grounding data or selecting a different
LLM. For example, you may choose different LLMs for creating marketing copy than a legal

Get Started with Prompt Builder | Writing Effective Prompts for Every Experience | 07
document. The results from your prior attempts are not retained and the new output takes
its place, but a version of the previous prompt template is saved should you need it.

3 Activate prompts in your Agentforce and workflows.

The final step of a generative AI experience is to deploy the experience right in the flow of work.
This can be enhancing existing workflows by embedding prompt templates in record pages using
Lightning App Builder, Flows, or Apex. You can also invoke prompt templates within Agentforce
Builder and leverage the same prompt you built as a prompt action within Agentforce.

“
Prompt Builder allows our team at Carnegie
Learning to bring our CRM data into our
prompts easily with no code! This helps
us augment our business processes to
cut down on service rep response, email
outreach, and content generation time”

Marissa Scalercio
VP of Sales Operations,
Carnegie Learning
Common Use Cases
of Prompt Builder
Now that you know the basics of writing effective prompts, let’s take a look at a few common
use case patterns of Prompt Builder that will help you put AI to work more effectively.

Summarize and Generate Content

Because LLMs are designed to recognize the connection Prompt Builder allows you to easily and safely
between natural language words, they excel at provide grounding data — specific domain

Get Started with Prompt Builder | Common Use Cases of Prompt Builder | 08
inferring a text output based on some text input. Some knowledge and context, such as CRM data — to
general examples of prompt capabilities include: perform summarization and content generation
tasks with the most relevant business context.

• Summarizing a large set of information

By providing contextual grounding data, you can go far
• Generating new content
beyond having AI simply cut down blocks. For example:
• Translating a body of text

• Surface insights such as purchase behavior

• Suggest next steps
• Include personal details in comms

Use Case Use Case

Context-Rich Emails at Scale Augmented Contact Summaries

Objective: Increase sales productivity to reduce Objective: Empower service and support
deal cycles and improve accuracy of interactions. agents with deeper knowledge.

Solution: Solution:
Build a prompt to automatically create personalized, Build a prompt to auto-generate summaries,
relevant emails grounded on your private data. descriptions, and other field values grounded
Incorporate all the ingredients that make a on opportunity and case data. Without needing
prompt template great: instructions, participants, to open every record page and review contact
conditions, goals, relationships, constraints, and and opportunity details across every related
most importantly, context from your CRM data record, generative summaries can equip
about you, your product focus and your customer. agents with valuable insights in seconds.
Common Use Cases
of Prompt Builder

Call Prompt Templates in Agentforce

Agentforce takes generative experiences to the next level with autonomous agents that can act on your team’s behalf. The Atlas
Reasoning Engine understands the user request and plots a course of action based on the user intent. Agentforce supports
all types of actions built as part of the Salesforce Platform, including Flow, Apex, and now prompt template-driven actions.

Because agents adapt based on the conversation, it’s especially good at multi-step workflows where a solution
requires multiple actions, such as troubleshooting a support case and resolving the root issue for the customer.

Get Started with Prompt Builder | Common Use Cases of Prompt Builder | 09
Use Case Use Case

Self-Service Returns Streamlined Sales Pitches

Objective: Enable customer self-service to process Objective: Enable sales reps to identify top
complex returns. opportunities and streamline the sales pitch process.

Solution: Solution:
A customer can ask Agentforce to process a A sales rep can ask Agentforce to identify
complex return without needing a representative top opportunities by leveraging the record
approval. Once it looks up the customer’s purchase summary prompt action. Once top accounts
history, it calls a custom prompt template that are identified, the next action is to create sales
reviews the customer’s purchase records and pitches to them. Agentforce can also generate
delivers a return approval recommendation. a sales pitch using a prompt template designed
Then Agentforce can start the return process to help craft the right messaging based on
with the help of a Flow custom action. previous conversations and case history.
Common Use Cases
of Prompt Builder

Enhance Automation with Generative AI

Automation helps companies streamline processes and free up valuable employee time from working on
repetitive manual tasks. Prompt Builder takes it a step further, enabling you to combine generative AI with
automated workflows. For instance, using a record-triggered flow, you can trigger a prompt template to run
automatically when a record is created or updated. Another way where generative AI can enhance automation
is by embedding it directly in a screen flow to help generate the desired output when called upon.

Get Started with Prompt Builder | Common Use Cases of Prompt Builder | 10
Use Case Use Case

Automated Case Summary Guided workflow to generate product

Objective: Ensure case summaries are up to date. recommendations
Objective: Generate different recommendations
for each selected product.

Solution: Solution:
Start by building a case summary prompt template Start by building a prompt template that
that provides a snapshot of all the open cases generates a product recommendation based
associated with an account. Using a record- on a customer’s purchase and case history data.
triggered flow, run the case summary prompt Using a widget powered by a screen flow that
template to automatically update generated launched off an Account record page, a Service
summaries whenever new case detail is submitted. agent can select a customer using a lookup field
and get tailored product recommendations
served up by the prompt template.

“Prompt Builder has allowed us to safely

build generative AI experiences that save
our users precious time, while still keeping
our data secure and inside of our org.”

Andrew Russo
Salesforce Architect,
BACA Systems
Common Use Cases
of Prompt Builder

Create AI-Assisted Applications

You can also use Prompt Builder to create and deploy custom AI-powered apps across your organization. Because
prompt templates can be invoked in Lightning Pages, Flows, Apex and even custom UI using Lightning Web
Component, you can create an app for any scenario – even beyond your CRM users. IT, admins, and developers
can collaborate with business teams to build productivity applications that natively embeds Salesforce AI.

The Salesforce Platform provides you with the low-code tools to build, test, and optimize custom

Get Started with Prompt Builder | Common Use Cases of Prompt Builder | 11
AI experiences that are grounded in your data. And Salesforce keeps you and your customers
secure and compliant with leading security, governance, and privacy tools.

Use Case Use Case

HR: Recruiting & Application Tracking Professional Services: Project Management

Objective: Improve the efficiency of the job Objective: Streamline the manual,
application and interviewing process and eliminate redundant tracking in project planning,
costly, manual cycles spent filling open job positions. collaboration, and post-sale execution

Solution: Solution:
Create an HR recruiting portal with Prompt Builder Develop an AI-powered project management
and Experience Cloud. First, use Prompt Builder application featuring App Builder, Prompt
to build a prompt template that summarizes Builder and Flows. Automatically initiate a new
job applications into a brief overview of the project, upon opportunity close, using Flow
candidate’s background. Second, create a prompt Builder. Leverage Prompt Builder to extract
template that generates specific interview contract requirements from Sales Cloud
questions based on candidate applications, objects, like Accounts and Opportunities, and
job requirements, and company values. Last, integrate these details into your new project
create a prompt template that summarizes all management application. Use Prompt Builder
the interviewer feedback to define next steps. templates to formulate a summarized resource
plan. As the project progresses, employ Prompt
Finally, surface all of these generated outputs in a Builder templates to automatically generate
custom Lightning Web Component that embeds in change requests, notify the relevant team
the recruiting portal, powered by Experience Cloud. members, and compile milestone summaries
to ensure everyone is informed and aligned.
CONCLUSION

Get Started Today

Generative AI has great potential for your business, and with Prompt Builder your teams can reach
your specific desired results faster. Now that you’ve seen the basics of creating effective prompts and
Prompt Builder’s capabilities, you’re ready to dive deeper into the possibilities with these resources:

Get Started with Prompt Builder | Get Started Today | 12

Resources

Prompt Builder Demo

Trailhead – Prompt Builder Templates Superbadge

Trailhead - Quick Start: Prompt Builder

How Agents Can Take Smarter Actions with Prompt Builder

Talk to an Expert