Certified Service Cloud ConsultantDemo

By Salesforce · Question Mode

QuestionQ203

Interaction Channels

A Service Cloud Consultant has deployed a new Agentforce Service Agent, but the AI agent is not receiving messages.

Which configuration step did the consultant most likely miss?

  • A Editing the Omni-Channel Flow to route the conversation to the new AI agent.
  • B Assigning the new AI agent in Embedded Messaging chat component in Experience Cloud site.
  • C Configuring the standard Escalation Topic and actions in Agent Builder.
Explanation

An inbound Omni-Channel flow must route Messaging work to the specific Agentforce Service Agent. The flow’s Route Work action selects the Agentforce Service Agent type and the agent name, so a newly deployed agent will not receive conversations until the routing flow is updated and activated.

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