A travel agency wants to offer self-service for customers, so that customers can create new travel reservations and modify existing bookings. These tasks often require integration with external booking systems and adherence to unique business logic.
A.
Agentforce for Service Agent combined with Einstein Bots to complete specific tasks.
B.
Agentforce for Service Agent with custom topics and custom actions.
C.
Custom Screen Flows that walk the customer through the reservation and booking process.
Agentforce Service Agent can handle complex business processes involving external integrations and custom logic through custom topics and custom actions built using Salesforce Flow, Apex, or Prompt Builder. This allows customers to perform specific, secure actions—like creating or modifying reservations—while the AI agent maintains conversational context and business rules.
Option A is partially correct but redundant, as Agentforce already supports such task automation without requiring Einstein Bots.
Option C (Custom Screen Flows) would require the user to manually navigate a UI flow rather than interact conversationally, reducing self-service efficiency.
Referenced Salesforce Materials:
Salesforce Spring ’24 Release Notes – Agentforce Custom Topics and Actions Enhancements.
Service Cloud Consultant Exam Guide – Service Cloud Solution Design Domain.
Salesforce Help: “Use Custom Actions and Topics in Agentforce for Service.”
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