Question

A Salesforce admin is building an Agentforce service agent for a customer support team. The business wants the agent to be able to answer general customer questions using published Knowledge articles, and also to update a custom 'Warranty_Claim__c' record when a customer requests a status change. The admin wants to use the least amount of custom development possible. Which approach should the admin take when configuring the agent's actions?

Accepted Answer

Use the standard 'Answer Questions with Knowledge' action for Knowledge queries, and create a Flow-based custom action to update the Warranty_Claim__c record.

Answer

Write an Apex-based action for both the Knowledge search and the warranty record update, since custom objects always require code.

Answer

Use a single standard action, because standard Agentforce actions can handle both Knowledge answers and custom object updates automatically.

Answer

Configure a Prompt Template action for the Knowledge answers and an Apex action for the warranty update, avoiding Flow entirely.