Your first agent

This example builds a Case Triage agent. When someone creates a Case, a Flow starts the agent. The agent reads the Case, sets its Priority, and posts a short note to the Case’s Chatter feed.

It takes about 20 minutes. Each run makes 2 or 3 model calls and finishes in under a minute.

Before you start

Finish the steps in Install and Connect a model.

The agent has no Agent Execution Identity, so it runs as the person who creates the Case and can do only what that person can do.

1. Choose what the agent reads

1. In Object Manager, open Case, then Field Sets, and click New.
2. Name it Agent_Triage.
3. Add Subject, Description, Origin, and Status. Save.

2. Create the agent

Create an Agent Definition record. With Pluto Console installed, use the Agent Definitions tab in the Pluto app.

Field	Value
Name	Case Triage
Developer Name	case_triage
Model	The developer name of your Agent Model, such as OpenAI_GPT_5
Agent Execution Identity	Leave blank
Instructions	See below
Is Active	Checked

Instructions:

You triage new support cases.
Read the case. Set Priority to High, Medium, or Low:
- High: the customer cannot work, or the case mentions a security problem.
- Medium: something is broken but there is a workaround.
- Low: questions and requests.
Then post one note to the case of at most three sentences: the priority you chose and why.
Do not invent facts that are not in the case.

3. Give it the Case

On the agent, add an Agent Context Provider:

Field	Value
Developer Name	case_fields
Implementation Type	Field Set
Context Subject	Anchor Record
Object API Name	Case
Field Set API Name	Agent_Triage
Is Active	Checked

The agent now sees these four fields on every model call. It needs no tool to read them.

4. Add two tools

Add an Agent Tool that sets the priority:

Field	Value
Developer Name	set_case_priority
Tool Type	UpdateRecord
Description	Sets the Priority of the case this run is about.
Implementation Configuration	{"objectApiName": "Case", "fields": ["Priority"], "anchorRecordOnly": true}
Is Active	Checked

Leave Input Schema blank. Core builds the input on each run, with Priority’s current picklist values.

Add a second tool that posts the note:

Field	Value
Developer Name	post_triage_note
Tool Type	PostChatter
Description	Posts a short note to the feed of the case this run is about.
Implementation Configuration	Blank, so it posts to the run’s record
Is Active	Checked

5. Let people use it

1. Create a public group for the people who create Cases, or use an existing one.
2. Share the Case Triage Agent Definition with that group: add a sharing rule on Agent Definition, or click Sharing on the record.
3. Assign these permission sets to the same people: AgentKernelRunAgents and AgentModelAdapters.

Without the share, a run fails with “You can’t run agent Case Triage. Ask your admin to share it with you.”

6. Start it from a Flow

1. In Flow Builder, create a Record-Triggered Flow on Case, triggered when a record is created, optimized for Actions and Related Records.

2. Add the Start Agent Run action:

   Input	Value
   Agent Developer Name	case_triage
   Anchor Record ID	{!$Record.Id}
   Input	Triage this new case.
   Correlation Key	{!$Record.Id}-triage

3. Save and activate the Flow.

The Correlation Key makes the start safe to repeat. If the Flow fires twice for the same Case, it gets the same run back instead of a second one.

7. Try it

1. Create a Case with the subject “Cannot sign in, whole team blocked”.
2. Wait about 30 seconds and refresh. Priority should be High, and the feed should have the agent’s note.
3. Open the Agent Runs tab and open the newest run. In Pluto Console, the run story shows each model call and tool call.

If the run is Paused or Failed, its error code says why. See Fix a stuck run.

What to try next

• Have a person approve the priority change first: Require approval.
• Run it for Cases created by email or by integrations: give the agent an execution identity.
• Read related records, such as the account’s other open cases: Read records.