Service-Cloud-Consultant Exam Dumps : Salesforce Certified Service Cloud Consultant (Service-Con-201)

Each Agentforce Service Agent operates through a dedicated agent user record in Salesforce, configured under the “New Agent User” option. The principle of least privilege should be applied—granting only the permissions needed for the AI agent to perform its defined actions, such as:

Reading/updating Case records,

Accessing Knowledge articles, and

Executing Flows relevant to its topics and actions.

This ensures secure access, especially when the AI interacts with unauthenticated sessions (e.g., guest users).

Option A is incomplete, as OWDs and filters don’t manage AI user access directly.

Option C (System Administrator) violates security best practices by granting excessive permissions.

Referenced Salesforce Materials:

Salesforce Spring ’24 Release Notes – Agentforce Service Agent: Security and User Configuration Enhancements.

Service Cloud Consultant Exam Guide – Interaction Channels Domain.

Salesforce Help: “Set Up Agentforce Service Agent Users and Permissions.”

To assign cases based on agents' product specialization and ensure even distribution of case workload, using Omni-Channel's "Most Available" routing model is suitable. This model assigns work based on agents' capacity and specialization, balancing the workload among agents while ensuring cases are matched with the appropriate expertise.

Comprehensive and Detailed Explanation:

When additional requirements are identified that may impact the project's scope, timeline, or budget, the first step is to document these gaps and discuss their implications with the project team. This collaborative approach ensures that all stakeholders are aware of the potential impacts and can make informed decisions on how to proceed.

From Salesforce's best practices:

"When additional requirements are discovered that will result in the project exceeding timeline and budget constraints, the first step is to document the gap in requirements and discuss the schedule and budget impact with the project team."

—Salesforce Trailblazer Community

This approach allows for a transparent assessment and facilitates the development of a plan to address the new requirements, which may include reprioritizing tasks, adjusting timelines, or negotiating additional resources.