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By Salesforce · Question Mode

QuestionQ132

Service Cloud Solution Design

Cloud Kicks wants to secure its contact center customers when they use the Agentforce Service Agent to view and update their cases.

What should a Service Cloud Consultant recommend to implement this security option on the AI agent?

  • A Implementing the Case Management topic with a custom action to verify customers.
  • B Implementing the Case Management topic with exact Instructions and Custom Actions.
  • C Implementing the Service Customer Verification topic with a filter on the Case Management topic.
Explanation

The Service Customer Verification topic verifies the customer and exposes verification outputs that can be used in a filter. Applying that filter to the Case Management topic prevents the agent from accessing or modifying case information until the customer is verified. Salesforce documents this pattern for restricting private topics and actions in Agentforce Service agents.

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