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Salesforce

AI-201 · Question #111

What is best practice when refining Agent custom action instructions?

The correct answer is A. Provide examples of user messages that are expected to trigger the action.. Providing concrete examples of user messages that should trigger a specific action is the most effective way to refine action instructions. These examples help the Agent's planner model learn the intent patterns and phrasing that map to that action, improving routing accuracy. Us

AI Features for Service (e.g., Einstein Bots, Next Best Action)

Question

What is best practice when refining Agent custom action instructions?

Options

  • AProvide examples of user messages that are expected to trigger the action.
  • BUse consistent introductory phrases and verbs across multiple action instructions.
  • CSpecify the persona who will request the action.

How the community answered

(33 responses)
  • A
    76% (25)
  • B
    9% (3)
  • C
    15% (5)

Explanation

Providing concrete examples of user messages that should trigger a specific action is the most effective way to refine action instructions. These examples help the Agent's planner model learn the intent patterns and phrasing that map to that action, improving routing accuracy. Using consistent introductory phrases across actions (B) can actually confuse the planner by making actions harder to distinguish from one another. Specifying the persona (C) is not a recognized instruction-refinement technique and does not influence how the planner identifies the right action.

Topics

#AI Agent Actions#NLU Training#Bot Instruction Refinement#Best Practices

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