AI-201 Question #205: Real Exam Question with Answer & Explanation

Question

When a verified customer in a help center says, "I want to upgrade my service plan," an AI agent needs to complete the following tasks: - Verify identity and entitlement. - Create a new quote. - Calculate a prorated upgrade amount. - Escalate to an Account Executive (AE) only if the reorder exceeds USD 25,000. Which type of agent should an AgentForce Specialist build to support this use case?

Options

• AService Agent to resolve the case end-to-end and create a new opportunity for the sales team
• BSales Agent to handle the upsell and large-deal escalation
• CEmployee Agent to orchestrate internal logistics and finance

Explanation

Comprehensive and Detailed Explanation From Exact Extract of AgentForce Documents: According to the AgentForce Specialist Implementation Guide and Agent Type Configuration directly handling an upsell process. The tasks include verifying the customer's entitlement, generating a new quote, and calculating a prorated amount -- all of which align with the Sales Agent configuration type in AgentForce. The Sales Agent is specifically designed to manage lead conversion, quoting, upselling, renewals, and escalation logic for higher-value opportunities. AgentForce documentation emphasizes that when an interaction involves quote generation, pricing calculations, or escalations to an Account Executive for large deal handling, the correct design is a Sales Agent.

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