Service-Cloud-Consultant Salesforce Exam Lab Questions

For Agentforce Service Agent implementations that involve sensitive data (e.g., healthcare records), Salesforce recommends combining standard topics for general use cases with custom topics and actions (built via Flow, Apex, or Prompt Builder) for privacy-sensitive operations.

This hybrid approach ensures compliance with HIPAA and organizational security policies while leveraging prebuilt, maintainable Service Agent capabilities.

Option B is unnecessarily restrictive and time-consuming.

Option C is inaccurate — standard actions do not automatically enforce advanced verification or compliance requirements.

Referenced Salesforce Materials:

Salesforce Spring ’24 Release Notes – Agentforce Service Agent and Custom Action Enhancements.

Service Cloud Consultant Exam Guide – Interaction Channels Domain.

Salesforce Help: “Configure Custom Actions and Topics for Sensitive Data Handling in Agentforce.”

Comprehensive and Detailed Explanation:

To automate the submission of articles for approval in Salesforce Knowledge, especially when certain article types and categories require approval, a record-triggered flow can be utilized. This flow can be configured to automatically submit articles for approval upon creation or update, ensuring that the approval process is initiated without relying on agents to manually submit articles.

From Salesforce Help:

"Create an Approval Process and use After-save Record-Triggered Flow to automatically submit the record into the Approval Process."

—Auto Submit Record into Approval Process with Flow

By implementing this solution, UC can ensure that articles requiring approval are consistently submitted through the appropriate approval processes, aligning with KCS practices and reducing the risk of agents forgetting to initiate approvals.

To accommodate the common stages and fields for new product support cases and the additional stages and fields for maintenance cases, implementing Support Processes is recommended. Support Processes allow for the customization of case stages based on the type of support being provided, ensuring that all necessary information is captured accurately for each case type.

To meet the requirement of directing cases to live agents only during business hours and considering holidays, configuring the Einstein Bot with an action to check for Default Business Hours and active Holiday records is recommended. This ensures that customers are directed to submit a case form when live agent support is not available, maintaining service expectations.