A Platform App Builder needs to implement a solution where a virtual assistant can independently...

Agentforce is Salesforce ' s platform for autonomous AI agents that can understand requests, reason over context, retrieve business information, determine appropriate next steps, and execute actions. Salesforce describes Agentforce agents as autonomous and proactive applications capable of taking action with or without continuous human intervention. Agents can use Salesforce CRM data and invoke flows, Apex, APIs, prompts, and other configured actions to complete business tasks. This directly matches the requirement for end-to-end customer service handling. Case Assignment Rules only route Cases. Experience Cloud with Live Chat provides customer interaction channels but does not independently reason and execute complete workflows. Einstein Bots provide conversational automation but do not represent the current autonomous agent architecture described in the scenario. Agentforce is therefore the verified answer.

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