Universal Healthcare aims to implement Agentforce Service Agent to assist patients' common inquiries and provide...

For Agentforce Service Agent implementations that involve sensitive data (e.g., healthcare records), Salesforce recommends combining standard topics for general use cases with custom topics and actions (built via Flow, Apex, or Prompt Builder) for privacy-sensitive operations.

This hybrid approach ensures compliance with HIPAA and organizational security policies while leveraging prebuilt, maintainable Service Agent capabilities.

Option B is unnecessarily restrictive and time-consuming.

Option C is inaccurate — standard actions do not automatically enforce advanced verification or compliance requirements.

Referenced Salesforce Materials:

Salesforce Spring ’24 Release Notes – Agentforce Service Agent and Custom Action Enhancements.

Service Cloud Consultant Exam Guide – Interaction Channels Domain.

Salesforce Help: “Configure Custom Actions and Topics for Sensitive Data Handling in Agentforce.”