Name: Configuring Standard Agents in SAP CX - AI Agents in SAP CX: Part 2
Uploaded: 2026-2-26
Duration: 183 s
Description: In this video, see the configuration options available for Standard Agents delivered out of the box in SAP CX. See how these can be used in different use cases to improve the efficiency of Sales and Service executives.

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<div><div>In this video, see the configuration options available for Standard Agents delivered out of the box in SAP CX. See how these can be used in different use cases to improve the efficiency of Sales and Service executives.</div></div>

Configuring Standard Agents in SAP CX - AI Agents in SAP CX: Part 2

In this video, we are going to look  at how to manage and configure existing AI agents. I’m logged into the `CX AI Toolkit`  administration screen.  This is where we see  the possibilities of configuration available to us. From the `Home` screen, navigate to the agent management area: In the left-side menu,  scroll to the bottom.  Click `AI Agents`.  The `AI Agents` list view opens. Here you can see all agents  that are active or already created.  Notice that  The `Service Classification Agent`  is Active.  Also  the `Q&A Agent` is Active.    Let's take a deeper look into the Q&A Agent.  Click on the 3 dots to bring up an Action menu  and view. The `Q&A Agent` configuration page opens.   Setup follows a few steps: Enter the agent `Name` and `Description`  to document its purpose. Configure the `Trigger`:  The `Source system` is set to `Cloud for Customer`.  But it is applicable to Sales  and Service Cloud Version 2 as well. The `Entity` is set  to `Ticket`.  Choose `On create`  so the agent runs  when a new ticket is created.  This is a simple starting point; more trigger options will be available over time.  Next we move to the Agent Settings screen. Important context: out-of-the-box agents— `Q&A`, `Service Classification`,  and `Knowledge-Base Article Creation`— come with pre-packaged,  fixed core instructions defining their job.  You don’t replace these core prompts: `Q&A Agent` finds questions in a ticket  and proposes answers. `Service Classification Agent` categorizes  and routes tickets. `KB Article Creation` drafts knowledge articles.  To tailor behavior, scroll to `Additional Instructions`.  Here you can add natural-language guidance  without needing to be a prompt engineer. Examples:  Formatting: “Remove unnecessary spaces,”  “Keep answers concise.” Business rules: “If the question is legal-related,  don’t provide an answer— advise the customer to call.”  “If it’s a billing question, direct them to the billing department.” These instructions refine the agent’s outputs but do not change its core job.  The `Q&A Agent` will still find questions  and answers;  the `Service Classification Agent`  will still classify tickets. To validate your configuration,  click the `Playground` tab:  Paste a sample ticket. Run a trial to see the agent’s output. If the result isn’t what you expect, navigate back to `Additional Instructions`,  adjust, and retest  until the output aligns with your intent. Recap of navigation and steps: Go to toolkit `Home` > left menu  > click `AI Agents`. In the list, select an agent (e.g., `Q&A Agent`)  to open its configuration. Set `Name` and `Description`. Configure `Trigger`  Review the fixed core behavior. Add `Additional Instructions` for formatting  and business rules. Use `Playground` to test and fine-tune.