Configure Account Health Analysis Action

What This Action Does

This custom action allows your Agentforce sales agents to analyze account health by:

• Retrieving account data from Salesforce (opportunities, activities, contacts)
• Calculating health scores based on configurable criteria
• Providing actionable recommendations to sales reps
• Triggering follow-up tasks or alerts when needed

Step 1: Create the Flow Action

Build the Autolaunched Flow

1. Navigate to Setup → Flows → New Flow
2. Select "Autolaunched Flow (No Trigger)"
3. Configure Input Variables:

Variable Name: accountId
Data Type: Text
Available for Input: ✓
Description: Salesforce Account ID to analyze

Variable Name: timeframeDays  
Data Type: Number
Available for Input: ✓
Default Value: 90
Description: Number of days to look back for analysis

1. Configure Output Variables:

Variable Name: healthScore
Data Type: Number
Available for Output: ✓
Description: Calculated health score (0-100)

Variable Name: riskLevel
Data Type: Text
Available for Output: ✓
Description: Risk assessment (Low/Medium/High)

Variable Name: recommendations
Data Type: Text
Available for Output: ✓
Description: AI-generated action recommendations

Flow Logic Elements

Get Account Data

• Get Records Element: Retrieve Account record
• Object: Account
• Filter: Id = {!accountId}
• Store in: accountRecord

Get Recent Activities

• Get Records Element: Query recent activities
• Object: Task/Event
• Filter: WhatId = {!accountId} AND CreatedDate = LAST_N_DAYS:{!timeframeDays}
• Store in: recentActivities

Get Open Opportunities

• Get Records Element: Query opportunities
• Object: Opportunity
• Filter: AccountId = {!accountId} AND IsClosed = false
• Store in: openOpportunities

Calculate Health Score

• Assignment Element: Calculate score based on:
  • Activity frequency (30% weight)
  • Opportunity pipeline value (40% weight)
  • Contact engagement (30% weight)

Generate Recommendations

• Decision Element: Based on health score, set appropriate recommendations

Step 2: Create the Agent Action

Configure in Agent Studio

1. Navigate to Setup → Agent Studio → Agent Actions
2. Click "New" to create action
3. Action Details:

Action Name: Analyze Account Health
Reference ID: analyze_account_health
Type: Flow
Flow: [Select your created flow]

Action Instructions

Configure clear instructions for when agents should use this action:

Instructions:
Use this action when a user asks about account health, account status, 
or account performance. This action analyzes recent account activity, 
opportunities, and engagement to provide a health assessment.

Example user requests:
- "How healthy is this account?"
- "What's the status of account ABC Corp?"
- "Should I be worried about this customer?"

Input Configuration

• Account ID: Required field that agents will provide
• Timeframe: Optional field (defaults to 90 days)

Output Configuration

• Show Health Score: Display the calculated score to users
• Show Risk Level: Present risk assessment clearly
• Show Recommendations: Provide actionable next steps

Step 3: Add Action to Agent Topic

Configure Sales Topic

1. Navigate to Agent Studio → Agents → [Your Sales Agent]
2. Go to Topics tab
3. Select or create "Account Management" topic
4. Add the action to this topic:

Topic Instructions:
You help sales reps manage their accounts and assess account health. 
When users ask about account status or performance, use the Account 
Health action to provide data-driven insights.

Action Assignment

• Action: Analyze Account Health
• When to Use: When users inquire about account status or health
• Required Info: Always ask for Account ID if not provided

Step 4: Test and Deploy

Testing Process

1. Use Agent Builder Preview
2. Test various user inputs:
   • "How is ABC Corp doing?"
   • "Analyze account health for [Account ID]"
   • "What's the status of my biggest account?"
3. Verify action executes correctly
4. Check that outputs are formatted properly

Deployment Checklist

• [ ] Flow is activated and working
• [ ] Action is created and configured
• [ ] Agent instructions are clear
• [ ] Topic includes the action
• [ ] Testing is complete
• [ ] Agent is published

Common Configuration Issues

Flow Not Executing

• Check: Flow is activated
• Check: Input variables are properly mapped
• Check: User has proper permissions to access account data

Poor Action Recognition

• Issue: Agent doesn't recognize when to use action
• Fix: Improve topic instructions and example utterances
• Fix: Add more specific keywords and phrases

Incomplete Data

• Issue: Action returns blank or incomplete results
• Fix: Add null checks in flow logic
• Fix: Provide default values for missing data
• Fix: Add error handling for failed queries

Advanced Enhancements

Integration Options

• Connect to External Systems: Add callouts to other health scoring tools
• Email Notifications: Send alerts when health scores drop
• Slack Integration: Post updates to team channels
• Dashboard Updates: Write health scores back to Salesforce dashboards

Conversation Design Tips

• Be Specific: Train agents to ask for account names or IDs
• Provide Context: Include account name in responses
• Offer Follow-ups: Suggest next actions based on health score
• Handle Errors: Gracefully handle invalid account IDs

Performance Optimization

• Limit Data Queries: Only fetch necessary fields
• Use Efficient Filters: Add indexes on frequently queried fields
• Cache Results: Store recent health scores to avoid recalculation
• Bulk Processing: Handle multiple accounts efficiently

Real-World Use Cases

Scenario 1: Weekly Account Reviews

Sales manager asks: "Give me a health check on our top 5 accounts"

• Agent processes each account individually
• Provides summary health scores
• Flags accounts needing immediate attention

Scenario 2: Pre-Meeting Preparation

Sales rep asks: "I'm meeting with ABC Corp tomorrow. How are they doing?"

• Agent analyzes ABC Corp's recent activity
• Highlights recent opportunities or concerns
• Suggests talking points for the meeting

Scenario 3: Risk Identification

Sales director asks: "Which accounts should I be worried about?"

• Agent can analyze multiple accounts
• Identifies those with declining health scores
• Provides specific recommendations for each at-risk account