AI Agents35% of the exam
Agent channels: messaging, voice, email and Slack
How connections in Agentforce Builder put one agent on many channels: Enhanced Chat and messaging apps with Omni-Channel routing and escalation, Experience Cloud sites, Service Email, Agentforce Voice, and the employee surfaces (Agentforce panel, mobile, Slack), plus adaptive response formats.
Explain the process for connecting agents to various channels such as digital experience, email, voice, and Slack.
~8 min read · 13 practice questions ·
What the exam expects
- Explain how a connection in Agentforce Builder deploys one agent to several channels, and that the new builder supports every connection the legacy builder did.
- Put a Service agent on a website, Experience Cloud site or messaging app, with Omni-Channel flows routing conversations in and escalating them to people.
- Connect a Service agent to Service Email and to voice, and know what each requires.
- Connect an Employee agent to the Agentforce panel, the Salesforce mobile app and Slack.
- Explain why the same action output renders differently per channel.
- Key terms: connection (channel context plus adaptive response formats, settings and routing flows); channel (the platform, app or interface the agent is deployed to); adaptive response format (a structured layout such as Rich Choice that a connection offers); inbound / outbound Omni-Channel flow (routes a conversation to the agent / from it to a rep, queue or other agent); Escalation subagent (formerly topic; transfers the conversation).
Key facts
Where channels are configured
- Detail
- Connections in Agentforce Builder; every legacy connection is supported
Inbound flow fan-in
- Detail
- An agent can have many inbound flows; each inbound flow connects to one agent
Escalation
- Detail
- Escalation subagent plus an outbound Omni-Channel flow on messaging channels; history transfers
Messaging apps for Service agents
- Detail
- WhatsApp, Facebook Messenger, LINE, Apple Messages for Business, SMS, plus BYOC
BYOC current name
- Detail
- Partner Messaging (Partner Contact Center Messaging for CCaaS)
Service Email
- Detail
- Email-to-Case, Lightning template only, no end-user verification
Agentforce Voice
- Detail
- English only; testable in the new Testing Center (beta) with Text and voice conversation output
Slack connection
- Detail
- Employee agents only; agent respects the user's Salesforce permissions
Panel and mobile
- Detail
- Activating the agent makes its active version available to users with access
Service agent session
- Detail
- Closes 24 hours after start, after 2 hours of inactivity, or when the user ends it
Sources for this section (10)
- New Agentforce Builderhelp.salesforce.com (opens in a new tab)
- Deploy Your Agent to Channelshelp.salesforce.com (opens in a new tab)
- Get to Know Agentforce Service Agenthelp.salesforce.com (opens in a new tab)
- Service Agent for BYOChelp.salesforce.com (opens in a new tab)
- Connect an Agent to Service Emailhelp.salesforce.com (opens in a new tab)
- Agentforce Voicehelp.salesforce.com (opens in a new tab)
- Upload Test Caseshelp.salesforce.com (opens in a new tab)
- Connect an Agent to Slackhelp.salesforce.com (opens in a new tab)
- Connect to Lightning Experience and Mobilehelp.salesforce.com (opens in a new tab)
- Service Agent Considerationshelp.salesforce.com (opens in a new tab)
- Why can one agent serve WhatsApp and a website without being rebuilt?
- When does a messaging conversation reach a person instead of the agent?
- Why must a user verification subagent be removed before connecting Service Email?
- Which channels support Agentforce Employee agents?
- When is Partner Messaging (formerly Bring Your Own Channel) the right choice?
The questions are free to read. Answers with their sources and self-grading are included with the pack.
Keep reading with the Agentforce Specialist pack
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