AI-201 · Question #279
AI-201 Question #279: Real Exam Question with Answer & Explanation
The correct answer is C: Service Agent with a Flex prompt template. The AgentForce for Service Implementation Guide confirms that when automating customer service and complaint resolution, the correct solution is a Service Agent. The documentation "Service Agents handle customer inquiries, complaints, and issue resolution workflows. They can auto
Question
The Agentforce Specialist for Coral Cloud Resorts wants to create an agent that will automate the resolution of a large portion of guest complaints related to their vacation experiences. The agent will be able to offer upgrades, hotel credit, and other complimentary options. The agent will also be in charge of escalating the case to a human when a guest has suffered a major disruption (such as cancellation). Following Salesforce best practices, which type of agent should the Agentforce Specialist create?
Options
- ASales A Agent with a Flex prompt template
- BCustom Agent with a Flex prompt template
- CService Agent with a Flex prompt template
Explanation
The AgentForce for Service Implementation Guide confirms that when automating customer service and complaint resolution, the correct solution is a Service Agent. The documentation "Service Agents handle customer inquiries, complaints, and issue resolution workflows. They can automate actions such as offering credits, applying upgrades, and escalating severe cases to Flex prompt templates are recommended for these scenarios, as they allow contextual control and personalization based on the complaint details.
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