Coral Cloud Resorts (CCR) uses Agentforce to assist customers with booking and service issues. CCR wants to implement a triage process 50 that:
* High severity requests must be escalated to a human service rep.
* Lower severity requests should result in creating a support case for the guest.
The requirement is to achieve the highest reliability and determinism in the response from the agent.
Which approach should an Agentforce Specialist recommend?

• A.Write the triage and routing logic in Topic Instructions using an IF, THEN, ELSE pattern: "Escalate to human service rep if the request is considered severe, otherwise create support case".
• B.Use absolute keywords like "Always" and "Never" in Topic Instructions to enforce logic, such as
  "Always escalate when severity is high" and "Never create a support case when severity is high".
• C.Create a custom variable severityLevel populated by a Triage action. Add filters so the "Escalate to human service rep" action only runs when severityLevel = 'High', and the "Create Support Case" action runs only when severityLevel != 'High'.

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Universal Containers (UC) is using standard Service AI Grounding. UC created a custom rich text field to be used with Service AI Grounding.
What should UC consider when using standard Service AI Grounding?

• A.Service AI Grounding only works with Case and Knowledge objects.
• B.Service AI Grounding only supports String and Text Area type fields.
• C.Service AI Grounding visibility works m system mode.

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Universal Containers recently added a custom flow for processing returns and created a new Agent Action.
Which action should the company take to ensure the Agentforce Service Agent can run this new flow as part of the new Agent Action?

• A.Recreate the flow using the Agentforce agent user.
• B.Assign the Manage Users permission to the Agentforce Agent user.
• C.Assign the Run Flows permission to the Agentforce Agent user.

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Universal Containers' Agent Action includes several Apex classes for the new Agentforce Agent. What is an important consideration when deploying Apex that is invoked by an Agent Action?

• A.The Apex classes must have at least 75% code coverage from unit tests, and all dependencies must be in the deployment package.
• B.Apex classes invoked by an Agent Action may be deployed with less than 75% test coverage as long as the agent is not activated in production.
• C.The Apex classes may bypass the 75% code coverage requirement as long as they are only used by the agent.

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Universal Containers is building an Agentforce Service Agent to handle order cancellations. The Agentforce Specialist needs to ensure that a critical "Check Cancellation Eligibility" action is executed deterministically on every relevant turn, without relying on the reasoning engine's discretion to choose the tool. During a code review, a junior developer asks why the Agentforce Specialist called the action using the run @actions.name command instead of simply listing the action under the reasoning.actions block.
What must the Agentforce Specialist explain regarding the difference between these two invocation methods?

• A.Both patterns execute the action on every turn automatically; the difference is purely syntactic, as the run command is simply the newer notation for Agent Script.
• B.The run command is only valid when nested inside reasoning.actions blocks to pass parameters; the Agentforce Specialist must list it under reasoning.actions for the large language model (LLM) to access it.
• C.Listing an action under reasoning.actions makes it a subjective tool that the large language model (LLM) decides whether to call; calling it with the run command forces guaranteed execution every time.

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