Universal Containers (UC) wants to build an Agentforce Service Agent that provides the latest, active,...

Comprehensive and Detailed In-Depth Explanation:UC requires an Agentforce Service Agent to deliver accurate, up-to-date policy and compliance info with specific criteria. Let’s evaluate.

Option A: Enable the agent to search all internal records and past customer inquiries.Searching all records and inquiries risks irrelevant or outdated responses, conflicting with the need for published Knowledge grounding and immediate updates. This lacks specificity, making it incorrect.

Option B: Set up an Agentforce Data Library to store and index policy documents for AI retrieval.The Agentforce Data Library integrates with Salesforce Knowledge, indexing HR policies, compliance guidelines, and procedures for semantic search. It ensures grounding in published Knowledge articles, and updates (e.g., new article versions) are reflected instantly without reconfiguration, as the library syncs with Knowledge automatically. This meets all UC requirements, making it the correct answer.

Option C: Manually add policy responses into the AI model to prevent hallucinations.Manually embedding responses into the model isn’t feasible—Agentforce uses pretrained LLMs, not custom training. It also doesn’t support real-time updates, making this incorrect.

Why Option B is Correct:The Data Library meets all criteria—semantic search, Knowledge grounding, and instant updates—per Salesforce’s recommended approach.

References:

Salesforce Agentforce Documentation: Data Library > Knowledge Integration – Details indexing and updates.

Trailhead: Build Agents with Agentforce – Covers Data Library for accurate responses.

Salesforce Help: Grounding with Knowledge – Confirms real-time sync.