Exam AI-201 Topic 1 Question 310 Discussion

Actual exam question for Salesforce's AI-201 exam
Question #: 310
Topic #: 1

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'.

Suggested Answer: C Vote an answer

The AgentForce Conditional Logic and Triage Design Guide recommends using custom variables and deterministic filters for reliable decision-making in AI agents. The document explains: "For deterministic triage flows, create a variable (e.g., severityLevel) populated by an action or rule.
Then, apply filters so that specific actions execute only when the variable matches defined criteria. This approach guarantees predictable and auditable outcomes." In this case, severityLevel controls whether to escalate to a human rep or create a support case, ensuring no ambiguity in execution.

by Morton at Jul 19, 2026, 11:33 PM

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