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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>
281 lines
8.6 KiB
Plaintext
281 lines
8.6 KiB
Plaintext
# Verification Gate Architecture Template
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# ========================================
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#
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# Users must pass identity verification before accessing protected topics.
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#
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# Pattern: Security gate before protected functionality.
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# Use when: Handling sensitive data, payments, PII access.
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#
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# Key features:
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# - Deterministic verification (code-enforced, not LLM suggestions)
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# - available when guards make actions invisible until verified
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# - Post-action checks at TOP of instructions: ->
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# - Automatic escalation after 3 failed attempts
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system:
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instructions: |
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You are an AI secure customer service agent.
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Always verify identity before sensitive operations.
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Do not fabricate data — always use action results.
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messages:
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welcome: "Welcome! I'll need to verify your identity before we proceed."
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error: "I apologize, something went wrong. Let me try again."
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config:
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developer_name: "SecureAgent"
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agent_label: "Secure Customer Agent"
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description: "Agent with verification gate for sensitive operations"
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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_verified: mutable boolean = False
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description: "Has customer passed identity verification"
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failed_attempts: mutable number = 0
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description: "Number of failed verification attempts"
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customer_email: mutable string = ""
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description: "Customer email for verification"
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refund_status: mutable string = ""
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description: "Status of refund operation"
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refund_amount: mutable number = 0
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description: "Refund amount to process"
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churn_risk_score: mutable number = 0
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description: "Customer churn risk from Data Cloud"
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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 through identity verification"
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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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- Account questions -> use to_account
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- Refund requests -> use to_refund
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actions:
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to_verify: @utils.transition to @topic.identity_verification
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description: "Begin identity verification"
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to_account: @utils.transition to @topic.account_management
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description: "Access account settings"
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available when @variables.customer_verified == True
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to_refund: @utils.transition to @topic.refund_processor
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description: "Process a refund request"
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available when @variables.customer_verified == True
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topic identity_verification:
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label: "Identity Verification"
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description: "Verify customer identity before proceeding"
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actions:
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verify_email:
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description: "Verify customer email against records"
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target: "flow://Verify_Customer_Email"
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inputs:
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email: string
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description: "Customer email to verify"
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outputs:
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verified: boolean
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description: "Whether verification succeeded"
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reasoning:
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instructions: ->
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if @variables.failed_attempts >= 3:
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| Too many failed attempts. Transferring to a human agent.
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transition to @topic.escalation
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if @variables.customer_verified == True:
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| Identity verified! How can I help you today?
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if @variables.customer_verified == False:
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| Please verify your identity by confirming your email address.
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actions:
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check_email: @actions.verify_email
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description: "Verify customer email"
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with email = ...
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set @variables.customer_verified = @outputs.verified
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go_to_account: @utils.transition to @topic.account_management
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description: "Access account settings"
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available when @variables.customer_verified == True
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go_to_refund: @utils.transition to @topic.refund_processor
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description: "Process a refund request"
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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 account_management:
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label: "Account Management"
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description: "Manage customer account settings (requires verification)"
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actions:
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update_email:
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description: "Update customer email address"
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target: "apex://UpdateCustomerEmail"
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inputs:
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new_email: string
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description: "New email address"
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outputs:
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success: boolean
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description: "Whether update succeeded"
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update_preferences:
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description: "Update communication preferences"
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target: "apex://UpdatePreferences"
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inputs:
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pref_type: string
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description: "Preference type to update"
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pref_value: string
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description: "New preference value"
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outputs:
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success: boolean
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description: "Whether update succeeded"
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reasoning:
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instructions: ->
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if @variables.customer_verified == False:
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transition to @topic.identity_verification
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| Welcome to account management.
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| What would you like to do with your account?
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| Use the update actions to make changes.
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actions:
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change_email: @actions.update_email
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description: "Update email address"
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with new_email = ...
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available when @variables.customer_verified == True
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change_prefs: @actions.update_preferences
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description: "Update communication preferences"
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with pref_type = ...
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with pref_value = ...
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available when @variables.customer_verified == True
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back: @utils.transition to @topic.topic_selector
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description: "Return to main menu"
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topic refund_processor:
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label: "Refund Processor"
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description: "Process refund requests (requires verification)"
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actions:
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check_churn_risk:
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description: "Check customer churn risk score"
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target: "apex://CheckChurnRisk"
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inputs:
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customer_id: string
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description: "Customer ID"
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outputs:
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score: object
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description: "Churn risk score 0-100"
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complex_data_type_name: "lightning__numberType"
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process_refund:
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description: "Process a full cash refund"
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target: "flow://Process_Refund"
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inputs:
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refund_type: string
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description: "Type of refund (full or partial)"
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outputs:
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status: string
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description: "Refund status"
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issue_credit:
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description: "Issue store credit"
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target: "flow://Issue_Store_Credit"
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inputs:
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amount: object
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description: "Credit amount"
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complex_data_type_name: "lightning__numberType"
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outputs:
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status: string
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description: "Credit status"
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create_crm_case:
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description: "Create a CRM case for the refund"
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target: "flow://Create_CRM_Case"
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inputs:
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customer_id: string
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description: "Customer ID"
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refund_amount: object
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description: "Refund amount"
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complex_data_type_name: "lightning__numberType"
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outputs:
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case_id: string
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description: "Created case ID"
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reasoning:
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instructions: ->
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if @variables.customer_verified == False:
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transition to @topic.identity_verification
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if @variables.refund_status == "Approved":
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run @actions.create_crm_case
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with customer_id = @variables.ContactId
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with refund_amount = @variables.refund_amount
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transition to @topic.success_confirmation
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run @actions.check_churn_risk
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with customer_id = @variables.ContactId
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set @variables.churn_risk_score = @outputs.score
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| Customer risk score: {!@variables.churn_risk_score}
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if @variables.churn_risk_score >= 80:
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| HIGH RISK - Offer a full cash refund to retain this customer.
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else:
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| STANDARD - Offer a $10 store credit as goodwill.
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actions:
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approve_full_refund: @actions.process_refund
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description: "Approve full cash refund"
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available when @variables.churn_risk_score >= 80
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with refund_type = "full"
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set @variables.refund_status = @outputs.status
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offer_credit: @actions.issue_credit
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description: "Offer store credit"
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available when @variables.churn_risk_score < 80
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with amount = 10
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set @variables.refund_status = @outputs.status
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topic success_confirmation:
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label: "Success Confirmation"
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description: "Confirm successful operation"
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reasoning:
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instructions: |
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Great news! Your request has been processed successfully.
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Is there anything else I can help you with?
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actions:
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new_request: @utils.transition to @topic.topic_selector
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description: "Start a new request"
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topic escalation:
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label: "Escalation"
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description: "Escalate to human agent"
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reasoning:
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instructions: |
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I'm transferring you to a human agent who can better assist you.
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Please hold while I connect you.
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actions:
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handoff: @utils.escalate
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description: "Transfer to human agent"
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