PLAT-ADMN-201 Question #8: Real Exam Question with Answer & Explanation

Question

Agentforce is escalating cases to the support team, but the support team complains they have no context and have to ask the customer to repeat everything. Which configuration issue is the most likely cause of this issue?

Options

• AThe support team members are missing the Agentforce User permission set.
• BThe support team's case page layout is missing the agent history component.
• CThe agent's instructions are preventing the history and context from being saved.
• DThe handoff is creating a new case instead of transferring the existing session.

Explanation

When Agentforce (an AI agent) escalates a case to a human support rep, the agent's conversation history and context are surfaced on the case record through a dedicated 'Agent History' (or Einstein Conversation) component on the case page layout. If that component is missing from the page layout, support reps open the case and see no transcript or context, forcing them to ask the customer to repeat themselves. The other options are less likely root causes: missing permission sets would prevent access to the case entirely, not just hide history; incorrect agent instructions could misroute but not strip the component from the layout; and a new case being created would be a separate systemic issue unrelated to the described symptom of simply lacking context.

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