Building a Voice ASA Agent — End-to-End Playbook

What this skill is for

This is the spine of a voice Agentforce Service Agent build. It orders the pieces and points to the deep-dive skills for each. Use it when the ask is "build a voice service agent that looks up a customer's records, opens/creates something, answers FAQs, and escalates to a human."

Proven pattern (BWAM_ASA_Sean → ClaimSecure_ASA): hub-and-spoke router, hardcoded DemoContactId, verification gate, prompt-template-over-PromptFlow for reads, autolaunched flow for writes, @utils.escalate, per-channel escalation flows, inbound omni-flow that hands the call to the bot.

Companion skills (read these for the details)

• developing-agentforce — the authoritative agent lifecycle (generate bundle → write .agent → validate → preview → publish → activate). This playbook does NOT replace its Required Steps; it sequences the surrounding infra.
• building-system-context-agent-data-flows — the read/write/verify flows (all SystemModeWithoutSharing), and the PromptFlow empty-results bug + fix.
• scoping-agent-user-permissions — the agent-user perm set (object Read-only, VA/MA=0, full FLS).
• connecting-agent-data-library — the GeneralFAQ subagent + shared flex template for knowledge/citations.
• connecting-channels-to-asa — the full voice + messaging story: inbound omni-flow → ASA and escalation ASA → queue/skill/direct-to-rep, and exactly what binds in metadata vs. Setup.
• replicating-omnichannel-routing-flows — the escalation RoutingFlows (voice + messaging) and channel binding.
• building-contact-center-kpis-agentwork — AgentWork-driven KPIs (Accepted-by-Human with genuine-human gating, Abandoned, Speed-to-Answer) + the VoiceCall/MessagingSession custom fields.
• calling-prompt-templates-in-flows — template↔flow wiring.
• handling-locked-standard-objects — if the demo object is a locked industry object (e.g. Claim).