Exam Agentforce-Specialist Topic 4 Question 244 Discussion

Actual exam question for Salesforce's Agentforce-Specialist exam
Question #: 244
Topic #: 4
Which element should an Agentforce Specialist use in an Omni-Flow to route conversations to an agent?

Suggested Answer: B Vote an answer

The correct answer is B because Omni-Channel routing uses the Route Work action element to send work items, including supported messaging conversations, to the correct destination. When routing to an Agentforce Service Agent, the inbound Omni-Channel flow is configured so Route Work targets the Agentforce Service Agent as the routing destination. "Route Conversation" and "Route to Agent" sound descriptive, but they are not the correct Omni-Flow element name for this routing configuration.
This distinction matters because Agentforce channel deployment depends on standard Omni-Channel routing mechanics. The flow receives the messaging session or work item, evaluates routing logic, and Route Work performs the actual transfer to the AI service agent target. Therefore, the required element is Route Work.

by Morton at Jun 25, 2026, 06:04 AM

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