If your service reps are feeling the pressure, they’re not alone. According to the latest State of Service report, 86% say customer expectations are higher than ever. That’s where you come in.
As an admin, you’re the one making sure your team has the tools to meet those expectations. Enter: Service Replies. This artificial intelligence (AI)-powered feature suggests responses—right in the service console—while a chat is happening. The magic? It can pull from both the conversation history (contextual) and your company’s knowledge base (grounded) to offer accurate, helpful replies.
And now, it gets better. You’re no longer stuck with out-of-the-box responses that feel a little… canned. With Service Replies integrated into Prompt Builder, you can customize the templates to reflect your business tone, processes, and customer needs. Think brand-consistent, on-message replies—at scale.
But before you hit activate, you’ll want to make sure everything works the way you expect. That’s where in-app testing comes in. Prompt Builder lets you preview and test your prompts directly, so you can tweak the tone, fix glitches, and make sure your reps are always set up for success.
Your reps need answers that sound human and stay on-brand. That means your prompts need to be dialed in before you hit activate. Luckily, Prompt Builder gives you a sandbox for just that.
Contextual templates are the first step. These generate replies based on the chat history. Here’s how to test:
Now read it like your customer would. Does it sound like your brand? Is it helpful and clear? If not, adjust the prompt. Use Save As → New Version to iterate.
Grounded templates raise the stakes by pulling in knowledge from your company’s data. More accurate? Yes. A little trickier to set up? Also yes. In order to set up grounding for Service Replies, you’ll need to first create an Agentforce Data Library and assign it to the Service Replies feature in setup. Once that’s done, Service Replies will be able to retrieve relevant passages from your knowledge base via Data Cloud and use them to hydrate your prompt template. Now you’re ready to test.
Here’s the process:
Click Preview, then check: Is the response accurate? Is it pulling from the right source? Make adjustments just like you would with Contextual prompt templates.
Pro tip: Use consistent tone and style instructions across both templates to keep the experience seamless for your customers.
Testing isn’t one-and-done. Use real-world examples that match your service scenarios: product FAQs, order tracking, troubleshooting, etc. Try a mix of:
Watch for prompt templates that fall flat in certain scenarios and tweak accordingly. Prompt tuning is ongoing—but that tenacity is what makes you a great admin.
Keep refining. Keep testing. And make every reply count.
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As Salesforce Admins, you play a key role in delivering a smooth experience for internal teams at your company by customizing and maintaining the tools that make their day-to-day easier. One powerful tool you can leverage is Service Replies, which uses generative artificial intelligence (AI) to assist your service reps by suggesting responses directly within […]
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