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fb4bac9cf0
feat: replace agentforce-development skill with three specialized skills Replace the monolithic agentforce-development skill with three focused skills: - developing-agentforce: For creating and authoring Agentforce agents - observing-agentforce: For monitoring and debugging agents - testing-agentforce: For validating agent behavior Co-authored-by: Claude Sonnet 4.5 <noreply@anthropic.com>
273 lines
8.9 KiB
Plaintext
273 lines
8.9 KiB
Plaintext
# Order Service Agent
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# ========================
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#
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# A complex real-world agent for e-commerce customer service featuring:
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# - Verification gate before order access
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# - Multiple specialized topics (order status, tracking, returns)
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# - Two-level action system with Flow targets
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# - after_reasoning for post-action routing
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# - available when guards for conditional action visibility
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system:
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instructions: |
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You are an AI Customer Service Assistant helping customers with their orders.
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Be helpful, empathetic, and efficient in resolving order-related issues.
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Always verify customer identity before sharing order details.
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Do not fabricate data — always use action results.
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messages:
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welcome: "Hello! I'm here to help you with your orders. How can I assist you today?"
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error: "I apologize for the inconvenience. Let me try a different approach."
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config:
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developer_name: "OrderServiceAgent"
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agent_label: "Order Service Assistant"
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description: "Helps customers check order status, process returns, and track shipments"
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default_agent_user: "einsteinagent@00dxx000001234.ext"
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variables:
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EndUserId: linked string
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source: @MessagingSession.MessagingEndUserId
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description: "Messaging End User ID"
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visibility: "External"
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RoutableId: linked string
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source: @MessagingSession.Id
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description: "Messaging Session ID"
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visibility: "External"
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ContactId: linked string
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source: @MessagingEndUser.ContactId
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description: "Contact ID"
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visibility: "External"
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customer_email: mutable string = ""
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description: "Customer email for verification"
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customer_verified: mutable boolean = False
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description: "Whether customer identity has been verified"
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order_number: mutable string = ""
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description: "Current order number"
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order_status: mutable string = ""
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description: "Current order status"
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tracking_number: mutable string = ""
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description: "Shipment tracking number"
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return_reason: mutable string = ""
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description: "Reason for return"
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return_initiated: mutable boolean = False
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description: "Whether a return has been initiated"
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return_label_url: mutable string = ""
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description: "URL for return shipping label"
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language:
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default_locale: "en_US"
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additional_locales: ""
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all_additional_locales: False
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start_agent topic_selector:
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description: "Route customers through verification then to the right topic"
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reasoning:
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instructions: |
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You are a router only. Do NOT answer questions or provide help directly.
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Route all users to identity verification first.
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If already verified, route to the appropriate topic:
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- Order questions -> use to_orders
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- Returns -> use to_returns
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- Tracking -> use to_tracking
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actions:
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to_verify: @utils.transition to @topic.verification
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description: "Begin identity verification"
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to_orders: @utils.transition to @topic.order_status
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description: "Check order status"
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available when @variables.customer_verified == True
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to_returns: @utils.transition to @topic.returns
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description: "Process a return"
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available when @variables.customer_verified == True
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to_tracking: @utils.transition to @topic.shipment_tracking
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description: "Track a shipment"
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available when @variables.customer_verified == True
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topic verification:
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label: "Identity Verification"
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description: "Verify customer identity before accessing order information"
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actions:
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verify_customer:
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description: "Verify customer identity by email"
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target: "flow://Verify_Customer_Identity"
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inputs:
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email: string
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description: "Customer email address"
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outputs:
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verified: boolean
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description: "Whether verification succeeded"
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customer_name: string
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description: "Verified customer name"
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reasoning:
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instructions: ->
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if @variables.customer_verified == True:
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| Welcome back! How can I help you today?
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if @variables.customer_verified == False:
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| To help you with your order, I need to verify your identity.
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| What is the email address associated with your account?
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actions:
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verify: @actions.verify_customer
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description: "Verify customer identity by email"
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with email = ...
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set @variables.customer_verified = @outputs.verified
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set @variables.customer_email = @outputs.customer_name
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proceed_to_orders: @utils.transition to @topic.order_status
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description: "Move to order lookup"
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available when @variables.customer_verified == True
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escalate_now: @utils.escalate
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description: "Transfer to human agent"
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topic order_status:
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label: "Order Status"
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description: "Look up order details and provide status updates"
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actions:
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lookup_order:
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description: "Look up order by order number"
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target: "flow://Lookup_Order"
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inputs:
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order_number: string
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description: "Order number to look up"
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customer_email: string
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description: "Customer email for validation"
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outputs:
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status: string
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description: "Order status"
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is_displayable: True
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tracking_number: string
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description: "Shipment tracking number"
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is_displayable: True
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estimated_delivery: string
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description: "Estimated delivery date"
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is_displayable: True
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reasoning:
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instructions: ->
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if @variables.order_status != "":
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| Order {!@variables.order_number} status: {!@variables.order_status}
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| Would you like to track your shipment or initiate a return?
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if @variables.order_status == "":
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| What is your order number? You can find it in your confirmation email.
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| Use the find_order action to look up order details.
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actions:
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find_order: @actions.lookup_order
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description: "Look up order details"
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with order_number = ...
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with customer_email = @variables.customer_email
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set @variables.order_status = @outputs.status
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set @variables.tracking_number = @outputs.tracking_number
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to_returns: @utils.transition to @topic.returns
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description: "Start a return"
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available when @variables.order_status != ""
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to_tracking: @utils.transition to @topic.shipment_tracking
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description: "Track shipment"
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available when @variables.tracking_number != ""
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back: @utils.transition to @topic.topic_selector
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description: "Route to a different topic"
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topic shipment_tracking:
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label: "Shipment Tracking"
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description: "Track shipment status and estimated delivery"
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actions:
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get_tracking_details:
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description: "Get detailed tracking information"
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target: "flow://Get_Tracking_Details"
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inputs:
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tracking_number: string
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description: "Shipment tracking number"
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outputs:
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current_location: string
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description: "Current package location"
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is_displayable: True
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estimated_delivery: string
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description: "Estimated delivery date"
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is_displayable: True
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delivery_status: string
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description: "Delivery status"
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is_displayable: True
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reasoning:
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instructions: |
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Look up the tracking information for the customer's shipment.
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Use the track action with the tracking number.
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Do not fabricate tracking details — always use the action result.
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actions:
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track: @actions.get_tracking_details
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description: "Get tracking details"
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with tracking_number = @variables.tracking_number
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back: @utils.transition to @topic.topic_selector
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description: "Route to a different topic"
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topic returns:
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label: "Returns"
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description: "Process return requests and generate return labels"
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actions:
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initiate_return:
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description: "Initiate a return for an order"
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target: "flow://Initiate_Return"
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inputs:
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order_number: string
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description: "Order number to return"
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reason: string
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description: "Reason for return"
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outputs:
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return_label_url: string
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description: "URL for return shipping label"
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is_displayable: True
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return_deadline: string
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description: "Deadline to ship return"
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is_displayable: True
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reasoning:
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instructions: ->
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if @variables.return_initiated == True:
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| Your return has been initiated!
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| Return label: {!@variables.return_label_url}
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if @variables.return_initiated == False:
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| I can help you with a return for order {!@variables.order_number}.
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| What is the reason for your return?
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| Use the process_return action to start the return.
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actions:
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process_return: @actions.initiate_return
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description: "Process the return request"
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with order_number = @variables.order_number
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with reason = ...
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set @variables.return_initiated = True
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set @variables.return_label_url = @outputs.return_label_url
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back: @utils.transition to @topic.topic_selector
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description: "Route to a different topic"
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after_reasoning: ->
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if @variables.return_initiated == True:
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transition to @topic.follow_up
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topic follow_up:
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label: "Follow Up"
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description: "Handle follow-up actions and next steps"
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reasoning:
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instructions: |
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The customer's request has been processed.
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Ask if there is anything else you can help with.
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actions:
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new_order: @utils.transition to @topic.order_status
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description: "Look up another order"
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back: @utils.transition to @topic.topic_selector
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description: "Start over"
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