AI-201 · Question #255
A service manager wants to use Salesforce Prompt Builder to help agents summarize customer case notes after a support call. The summary should: - Capture the customer's issue, troubleshooting steps…
The correct answer is A. Role: You are an experienced support agent. Salesforce Prompt Builder best practices recommend establishing a role persona that conveys relevant domain expertise and professional context, which primes the LLM to respond with appropriate tone, depth, and empathy. 'You are an experienced support agent' does this…
Question
A service manager wants to use Salesforce Prompt Builder to help agents summarize customer case notes after a support call. The summary should:
- Capture the customer's issue, troubleshooting steps taken, and next
actions.
- Be no longer than five sentences.
- Use plain language (no technical jargon).
If no next action is identified, the summary should explicitly state "No next action required." Which prompt template follows Salesforce prompt design best practices?
Options
- ARole: You are an experienced support agent.
- BRole: You are a support agent writing a case summary.
- CRole: You are a case documentation assistant.
How the community answered
(28 responses)- A82% (23)
- B4% (1)
- C14% (4)
Explanation
Salesforce Prompt Builder best practices recommend establishing a role persona that conveys relevant domain expertise and professional context, which primes the LLM to respond with appropriate tone, depth, and empathy. 'You are an experienced support agent' does this effectively - it signals both the domain (customer support) and the level of expertise (experienced), guiding the model to produce professional, empathetic, and accurate summaries. Option B ('support agent writing a case summary') is narrower and task-prescriptive in the role definition rather than persona-driven; best practice separates the role from the task instruction. Option C ('case documentation assistant') is overly generic and bureaucratic, lacking the customer-facing warmth and expertise implied by 'experienced support agent,' which is important when the output will reflect on the quality of service. Among the three role definitions presented, Option A most closely aligns with Salesforce's guidance to use a clear, authoritative, domain-appropriate persona in prompt templates.
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