According to the AgentForce for Service Configuration Guide, when implementing Service Agents on Email, administrators must create an Email Configuration to connect the agent with the appropriate email channel and templates. The documentation specifies: “To enable Service Agents to handle emails, create an Email Configuration that links the agent to the email address, template, and routing parameters. This configuration allows the Service Agent to read, interpret, and respond using the defined template.”
Option B (creating an Omni-Channel flow) applies to routing live messages or chats, not configuring email agents.
Option C is incorrect because Service Agents do not automatically connect to email templates — a manual configuration is required.
Thus, Option A is correct as it aligns with Salesforce’s documented process for connecting email templates to AgentForce Service Agents.
References (AgentForce Documents / Study Guide):
AgentForce for Service Setup Guide: “Creating Email Configurations for Service Agents”
Salesforce Service Cloud Email Configuration Overview
AgentForce Study Guide: “Deploying Service Agents on Email Channels”
