AI Agents35% of the exam
Choosing an Employee or Service agent
How to pick the agent type from the audience, channel and running user: Agentforce Employee agents for staff, Agentforce Service agents for customers, the permissions to build each, Flex Credits billing, migrating retired Agentforce (Default) agents, and splitting two audiences into two agents.
Given a scenario, identify when to use an Employee or Service agent.
~7 min read · 11 practice questions ·
What the exam expects
- Given an audience and a channel, choose an Agentforce Employee agent or an Agentforce Service agent, and reject neighbouring types (Service Assistant, Setup with Agentforce, Lead Nurturing, Agentforce (Default)).
- State the permissions needed to create and manage each type and why Manage AI Agents is assigned sparingly.
- Explain how each type is billed in Flex Credits and which Trust Layer services apply.
- Recommend migrating retired Agentforce (Default) agents to Employee agents.
- Design a two-audience solution with separate agents and non-overlapping subagents (formerly topics).
- Key terms: Employee agent (helps employees with company knowledge, tasks and workflows; runs as the logged-in user); Service agent (supports customers and escalates; runs as an agent user); agent user (the dedicated user record a Service agent runs as); Flex Credits (the consumption currency metered per action); Manage AI Agents (org-wide management of all agents).
Key facts
Employee agent purpose
- Detail
- Company knowledge, tasks and workflows across departments
Service agent purpose
- Detail
- Customer inquiries, escalating complex issues
Employee agent identity
- Detail
- Logged-in user context; assignable to profiles or users
Employee agent channels
- Detail
- Agentforce panel, Slack, Salesforce mobile app
Service agent features
- Detail
- Messaging, Omni-Channel, Prompt Builder, Agentforce Data Library
Manage AI Agents
- Detail
- Org-wide management of all agents; required for Agentforce Builder
Action metering
- Detail
- Each standard or custom action in a text conversation = one action
Unmetered usage
- Detail
- Users with Unmetered User-Based AI, plus qualifying human-context usage
Data masking
- Detail
- Disabled for agents
Agentforce (Default)
- Detail
- Retired; no new features; migrate to Employee agent
Legacy builder
- Detail
- No new agents from the week of July 13, 2026
Sources for this section (5)
- Agent Types and Considerationshelp.salesforce.com (opens in a new tab)
- Employee Agent Templatehelp.salesforce.com (opens in a new tab)
- Employee Agent Considerationshelp.salesforce.com (opens in a new tab)
- Get to Know Agentforce Service Agenthelp.salesforce.com (opens in a new tab)
- Create an Agenthelp.salesforce.com (opens in a new tab)
- Why is the agent type a design decision rather than a runtime switch?
- When is a Service agent the right choice?
- Why should multiple Employee agents each have a described purpose?
- What does the Agentforce (Default) migration flow produce?
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
- Core concepts
- Exam traps
- Worked scenario
The pack includes:
- All 26 lessons of the Agentforce Specialist guide, with reading progress
- Interactive decision walks and step-by-step sequence steppers
- Inline practice questions and one-click topic practice (11 questions for this lesson)
- An official source cited for every claim
- An AI tutor that answers from the guide
- Unlimited timed practice exams