Agentforce visit planning topics and actions
Key Takeaway
An admin turns on "Enable Visit Planning Actions and Topics" in the "Set Up Agentforce for Visit Planning" section of Life Sciences for Customer Engagement Setup so the agent can turn a plain-language request into a healthcare provider summary.
Agentforce visit planning in Life Sciences Cloud for Customer Engagement is a delivered agent topic, with its actions, for field sales reps, medical science liaisons (MSLs), and key account managers (KAMs). Before a healthcare provider visit, a user asks the agent for a summary in plain language. The agent finds the provider record and generates a summary of it, so the user doesn't have to dig through records before the call. To set it up, an admin turns on three settings and then gives each user the permissions and access they need.
What the Pre Visit Planning topic does
The delivered visit planning topic is Pre Visit Planning, with the API name PreVisitPlanning. The topic helps KAMs, MSLs, and field sales reps prepare for visits by generating contextual summaries of provider records.
The topic reads the user's utterance to extract two things: the provider's name and the user's territory. The topic then calls two actions, Identify Record By Name and Generate Healthcare Provider Summary, to generate the account summary. Generate Healthcare Provider Summary runs one or more prompt templates, so generative AI produces the summary instead of the rep typing it.
These example utterances are classified to the Pre Visit Planning topic:
- "Give me the summary for the current record."
- "Provide the Healthcare Provider summary for the current record."
- "What is the latest summary for the current record?"
Marco is a key account manager with a meeting with Dr. Lin this afternoon. He opens Dr. Lin's record and asks the agent for the latest summary of the current record. The agent classifies his request to the Pre Visit Planning topic. The topic extracts the provider's name and Marco's territory from his words, then calls Identify Record By Name and Generate Healthcare Provider Summary. Marco gets a generated summary of Dr. Lin's record and reads it before he leaves for the meeting.