In today’s fast-paced digital environment, automation and seamless data integration are crucial for delivering efficient customer service. That’s where OmniStudio Integration Procedures come in. These tools enable Salesforce admins and developers to automate complex workflows, execute business logic, and transfer data between systems—all within a streamlined environment.

This guide walks you through how to extend Agentforce—Salesforce’s agent-centric workspace—with Integration Procedures to enhance customer interactions in real-time.

What Is Agentforce?

Agentforce is Salesforce’s AI agent platform, designed to build and deploy autonomous AI agents to support both employees and customers. It centralizes case management, customer engagement, and system integration into one cohesive workspace. Think of it as the command center for customer service agents.

By integrating OmniStudio’s Integration Procedures into Agentforce, you empower agents to automate tasks like tax calculations, data retrieval, and form submissions—all with minimal clicks.

Learn about Salesforce AgentForce.

Prerequisites: What You Need to Get Started

Before diving in, ensure your Salesforce org is ready to support Integration Procedures within Agentforce:

• First, sign up for the financial service cloud org from this link.
• Enable OmniStudio Metadata API Support:  Make sure metadata support is active in your org.
• Assign Necessary Permission Sets
  • OmniStudio Admin
  • FSC Insurance (for Financial Services Cloud features)
• Enable Generative AI Features
  • Go to Setup → Search for Einstein Setup
  • Turn on Einstein: Refresh and then enable Agentforce via the Agentforce Agents menu.

Step-by-Step: Creating and Integrating an Integration Procedure With Agent

1. Create an Integration Procedure

• Open the App Launcher and search for OmniStudio App

• Select OmniStudio Integration Procedure

Click New and fill in the following:

Name: Calculate Tax Slab 

Type: AgentIP 

Sub Type: taxSlab 

Description: IP to calculate the base tax slab and surcharge based on the income slab

• Build Integration procedure with appropriate components. For this tutorial we are reading input values from the request and calling service through remote action to calculate tax slab.

• Click Save, then click Preview.
• In the preview panel, click Configure Agentforce.

• Define the input and output data for the Integration Procedure in JSON format, and then click Verify Data.
  For example, enter this data that includes a user’s income details in JSON format to calculate the base tax slab and surcharge based on the income slab.
  Input Data JSON:

Input JSON:

{

  "taxpayerId": "TAXP123456",

  "financialYear": "2024-2025",

  "totalIncome": 1800000

}

Output JSON:
{
  "taxpayerId": "TAXP123456",
  "financialYear": "2024-2025",
  "baseTax": 315000,
  "surcharge": 0,
  "totalTaxPayable": 315000
}

• Click Verify Data to validate and auto-generate the correct structure.
• Save and Activate the Integration Procedure.

2. Create the Agent Action

Agent Actions link Agentforce topics with your Integration Procedure.

• Go to Setup → Search for Agentforce Assets.
• Click Actions → New Agent Action
• Choose:
  
  • Reference Type: Integration Procedure
  • Select the procedure: Calculate Tax Slab
  • Add a label and API name

Input Configuration:

• Require input
• Collect data from user
  
  

Output Configuration:

• Select → Show in conversation

Click Finish to save.

3. Configure the Agent and Topic

• In Agentforce, create an Agent or Customize existing Agent.
• Add New Topic to the Agent
• Define a Topic (e.g., “Calculate Tax Slab”)

Review the instructions and update it as per business requirements

• Link your Agent Action to this topic

Now, when a customer interaction requires tax calculation, the agent can run your Integration Procedure in real time—getting instant results based on user-provided income. Here is the snippet of the Agent conversation.

Conclusion

By integrating OmniStudio Integration Procedures with Agentforce, you unlock real-time automation and data handling right from the agent interface. Whether it’s calculating tax slabs or fetching financial records.

Authors:

Ashish Arora

Pradnya Desai

Senior Technical Architect, Salesforce

Linkedin https://www.linkedin.com/in/ashish-arora-salesforce/

Pradnya Desai

Senior Technical Architect, Salesforce

LinkedIn https://www.linkedin.com/in/pradnya-desai-b9a51619/