Case Management13% of the exam
Case deflection across sites, agents and Knowledge
Which deflection layer fits which audience (the Case Deflection component, Ask suggestions or Agentforce Service Agent), how to configure the component, and how to prove deflection with metrics instead of anecdotes.
Given a set of requirements, explain how case deflection strategies are delivered in Experience Cloud sites, Agentforce, and Knowledge.
~7 min read · 8 practice questions ·
What the exam expects
- Pick the deflection layer from the audience and the need: the Case Deflection component for anonymous visitors filling in a support form, Agentforce Service Agent for conversational answers grounded in Knowledge and CRM data.
- Configure the Case Deflection component with the Contact Support Form: content types, suggestion count, placement, guest-user behavior and deflection metrics prompts.
- Explain how Experience Cloud, Agentforce and Knowledge combine, and what each layer cannot do.
- Measure deflection credibly: Site Case Deflection Metrics reports and the Case Deflection Dashboard, agent session data, article views and case volume by origin against a baseline.
Key terms: case deflection (a customer finds an answer instead of creating a case); Contact Support Form (the site component that creates the case); Case Deflection component (suggests articles and discussions as the visitor types); potential vs confirmed deflection (the dashboard's two measures); Agentforce Service Agent (ASA, the AI agent for service).
Key facts
What the component searches
- Detail
- Text typed into the Contact Support Form; returns articles and discussions
Guest-user matching
- Detail
- Article titles only, not the body
Maximum Suggestions to Display
- Detail
- Default 6
Placement
- Detail
- Not in the template header or footer
Deflection reporting
- Detail
- Custom report type on Site Case Deflection Metrics; Manage Custom Report Types
Dashboard source
- Detail
- Salesforce Community Management package
Migration prerequisites
- Detail
- Web-to-Case on, Create a Record global action on Case, Guest Access to the Support API
ASA conversations
- Detail
- Inbound only; consumption-based billing
Article view statistics
- Detail
- Published and archived articles only; drafts not tracked
Sources for this section (5)
- Case Deflectionhelp.salesforce.com (opens in a new tab)
- Site Case Deflection Reportinghelp.salesforce.com (opens in a new tab)
- Migrate to Support Componentshelp.salesforce.com (opens in a new tab)
- ASA Considerationshelp.salesforce.com (opens in a new tab)
- KnowledgeArticleViewStatdeveloper.salesforce.com (opens in a new tab)
- Why can't a count of published articles serve as a deflection rate?
- When should a design use Agentforce Service Agent instead of the Case Deflection component?
- Which two content types can the Case Deflection component suggest?
- Why turn on the satisfaction prompt in the component's Deflection Metrics settings?
The questions are free to read. Answers with their sources and self-grading are included with the pack.
Keep reading with the Agentforce Service Consultant pack
- Core concepts
- Exam traps
- Worked scenario
The pack includes:
- All 21 lessons of the Agentforce Service Consultant guide, with reading progress
- Interactive decision walks and step-by-step sequence steppers
- Inline practice questions and one-click topic practice (8 questions for this lesson)
- An official source cited for every claim
- An AI tutor that answers from the guide
- Unlimited timed practice exams