How does an Agent respond when it can’t understand the request or find any requested...

Comprehensive and Detailed In-Depth Explanation:Agentforce Agents are designed to handle situations where they cannot interpret a request or retrieve requested data gracefully. Let’s assess the options based on Agentforce behavior.

Option A: With a preconfigured message, based on the action type.While Agentforce allows customization of responses, there’s no specific mechanism tying preconfigured messages to action types for unhandled requests. Fallback responses are more general, not action-specific, making this incorrect.

Option B: With a general message asking the user to rephrase the request.When an Agentforce Agent fails to understand a request or find information, it defaults to a general fallback response, typically asking the user to rephrase or clarify their input (e.g., “I didn’t quite get that—could you try asking again?”). This is configurable in Agent Builder but defaults to a user-friendly prompt to encourage retry, aligning with Salesforce’s focus on conversational UX. This is the correct answer per documentation.

Option C: With a generated error message.Agentforce Agents prioritize user experience over technical error messages. While errors might log internally (e.g., in Event Logs), the user-facing response avoids jargon and focuses on retry prompts, making this incorrect.

Why Option B is Correct:The default behavior of asking users to rephrase aligns with Agentforce’s conversational design principles, ensuring a helpful response when comprehension fails, as noted in official resources.

References:

Salesforce Agentforce Documentation: Agent Builder > Fallback Responses – Describes general retry messages.

Trailhead: Build Agents with Agentforce – Covers handling ununderstood requests.

Salesforce Help: Agentforce Interaction Design – Confirms user-friendly fallback behavior.