Question

An administrator has built and activated an Agentforce service agent in a production org. Sales reps report that they cannot see or interact with the agent, even though it appears active in Setup. The administrator confirms the agent is deployed and its topics and actions are configured correctly. What is the MOST likely reason the reps cannot use the agent, and how should the administrator resolve it?

Accepted Answer

The reps are missing the required Agentforce permission set assignment; the admin should assign the appropriate permission set (or permission set group) that grants access to the agent.

Answer

The agent must be added to each rep's page layout; the admin should edit the page layouts to include the agent component.

Answer

The Einstein Trust Layer is masking the agent for the reps; the admin should disable data masking for those users.

Answer

The agent needs to be re-created as a custom Apex class; the admin should engage a developer to code the agent logic.