# Building and testing Agentforce Service agents

*Agentforce Service Consultant Study Guide · Intake and Interaction Channels · Last updated October 15, 2026 · https://www.certifyforce.com/study-guide/agentforce-service-consultant/intake-and-interaction-channels/building-and-testing-agentforce-service-agents*

The configuration path for an Agentforce Service agent: enable Einstein Generative AI and Agentforce, create the agent from a template in Agentforce Builder with an agent user, shape subagents (formerly topics), actions and a data library, test with Preview and Testing Center, connect channels and escalation, then commit, activate and version.

- Certification: Salesforce Agentforce Service Consultant
- Exam section: Intake and Interaction Channels
- Study guide: https://www.certifyforce.com/study-guide/agentforce-service-consultant

**Official exam objective:**

> Explain agentic service capabilities, use cases, and configuration processes.

## What the exam expects

- Put the enablement steps in order: Einstein Generative AI, then Agentforce, then an agent.
- Create a Service agent from a template in Agentforce Builder and configure settings, subagents (formerly topics), actions and a data library.
- Set up the agent user and the permission set that lets non-admins build Service agents.
- Test with Preview, trace and Testing Center before customers reach the agent.
- Connect the agent to a messaging channel with an escalation flow, then commit, activate and version it.

Key terms: **Agentforce Builder** (the agent builder in Agentforce Studio); **agent user** (the integration user a Service agent runs as); **subagent** (formerly topic: a job with instructions and actions); **commit version** (freezes a version so it can be activated); **Testing Center** (batch testing across many utterances).

## Key facts

| Fact | Detail | Source |
|---|---|---|
| Enablement order | Einstein Generative AI, then Agentforce | [Enable Agentforce](https://help.salesforce.com/s/articleView?id=ai.agent_setup_enable.htm&language=en_US&type=5) |
| Where agents are created | Agentforce Builder in Agentforce Studio; legacy builder closed to new agents from the week of July 13, 2026 | [Create an Agent](https://help.salesforce.com/s/articleView?id=ai.agent_setup_create.htm&language=en_US) |
| Template sections | Settings, Subagents, Data | [Service Agent Template](https://help.salesforce.com/s/articleView?id=ai.service_agent_setup.htm&language=en_US&type=5) |
| Subagents | Renamed from topics in April 2026; no functional change | [Subagents in the Legacy Builder](https://help.salesforce.com/s/articleView?id=ai.copilot_topics.htm&type=5) |
| Agent user default | EinsteinServiceAgent User, Einstein Agent license, minimal access | [Configure Service Agent Access](https://help.salesforce.com/s/articleView?id=ai.agent_user.htm&language=en_US&type=5) |
| Non-admin builders | Manage Agentforce Service Agents permission set | [Service Agent Template](https://help.salesforce.com/s/articleView?id=ai.service_agent_setup.htm&language=en_US&type=5) |
| Simulate mode | Tests without changing org data | [Agentforce Builder Testing](https://help.salesforce.com/s/articleView?id=ai.agent_preview_and_test.htm&language=en_US&type=5) |
| Testing Center location | Sandbox only | [Agentforce Testing Center](https://help.salesforce.com/s/articleView?id=ai.agent_testing_center.htm&language=en_US&type=5) |
| Testing cost | Unmetered since Summer '26; Data 360 queries still metered | [Considerations for Testing Center](https://help.salesforce.com/s/articleView?id=ai.agent_testing_center_considerations.htm&language=en_US&type=5) |
| Active versions | One per agent; up to 100 active agents per org | [Activate or Deactivate Your Agent](https://help.salesforce.com/s/articleView?id=ai.copilot_setup_activate_deactivate.htm&language=en_US&type=5) |

## Check yourself

- Why might the Agentforce Agents page be missing from Setup?
- Why run Testing Center only in a sandbox?
- When can you edit a committed agent version?
- Which builder section selects the library that Answer Questions with Knowledge grounds in?

## Sources

- [Create an Agent from an Agentforce Service Agent Template](https://help.salesforce.com/s/articleView?id=ai.service_agent_setup.htm&language=en_US&type=5)
- [Enable Agentforce](https://help.salesforce.com/s/articleView?id=ai.agent_setup_enable.htm&language=en_US&type=5)
- [Create an Agent](https://help.salesforce.com/s/articleView?id=ai.agent_setup_create.htm&language=en_US)
- [Agent Types and Considerations](https://help.salesforce.com/s/articleView?id=ai.agent_setup_explore_types.htm&language=en_US&type=5)
- [Configure Service Agent Access](https://help.salesforce.com/s/articleView?id=ai.agent_user.htm&language=en_US&type=5)
- [Subagents in the Legacy Builder](https://help.salesforce.com/s/articleView?id=ai.copilot_topics.htm&type=5)
- [Creating a Service Agent with Agentforce Builder](https://trailhead.salesforce.com/content/learn/modules/quick-start-assemble-a-service-agent-with-agentforce-builder/build-with-agentforce-builder)
- [Agentforce Builder Testing](https://help.salesforce.com/s/articleView?id=ai.agent_preview_and_test.htm&language=en_US&type=5)
- [Agentforce Testing Center](https://help.salesforce.com/s/articleView?id=ai.agent_testing_center.htm&language=en_US&type=5)
- [Create a Test Suite](https://help.salesforce.com/s/articleView?id=ai.agent_studio_testing_center_create_suite.htm&language=en_US&type=5)
- [Considerations for Testing Center](https://help.salesforce.com/s/articleView?id=ai.agent_testing_center_considerations.htm&language=en_US&type=5)
- [Versioning and Editing Agents](https://help.salesforce.com/s/articleView?id=ai.agent_versions_lifecycle.htm&language=en_US&type=5)
- [Activate or Deactivate Your Agent](https://help.salesforce.com/s/articleView?id=ai.copilot_setup_activate_deactivate.htm&language=en_US&type=5)
- [Deploy Your Agent to Channels](https://help.salesforce.com/s/articleView?id=ai.service_agent_setup_channels.htm&language=en_US&type=5)
- [Transfer Conversations from an Agent with an Omni-Channel Flow](https://help.salesforce.com/s/articleView?id=ai.service_agent_escalation.htm&language=en_US&type=5)
- [Considerations for Agentforce Service Agent](https://help.salesforce.com/s/articleView?id=ai.service_agent_considerations.htm&language=en_US&type=5)

## About the full unit

The "Core concepts", "Exam traps" and "Worked scenario" sections of this unit, its 6 linked practice questions, and unlimited timed mock exams are included with the Agentforce Service Consultant pack (USD $19): https://www.certifyforce.com/practice-exams