A large appliance company wants to reduce case volume by handling common customer inquiries such...

Agentforce Service Agent is Salesforce’s generative AI-powered conversational agent designed to handle multi-turn, dynamic conversations. It can integrate with custom APIs, maintain memory across interactions, and execute custom actions for complex service tasks like order tracking and appointment management.

Option A (Einstein Bot) handles structured, predefined flows but lacks dynamic reasoning and memory.

Option B (Employee Agent) is designed for internal employee support, not customer-facing interactions.

Referenced Salesforce Materials:

Salesforce Spring ’24 Release Notes – Agentforce Service Agent: Generative AI Capabilities.

Service Cloud Consultant Exam Guide – Interaction Channels Domain.

Salesforce Help: “Use Agentforce Service Agent for Complex Customer Conversations.”