Exam Service-Cloud-Consultant Topic 3 Question 255 Discussion

Actual exam question for Salesforce's Service-Cloud-Consultant exam
Question #: 255
Topic #: 3
Cloud Kicks wants to ensure security for its contact center customers when they use the Agentforce Service Agent to access and modify their cases.
What should a Service Cloud Consultant recommend to implement this security option on the AI agent?

Suggested Answer: C Vote an answer

Salesforce provides a Service Customer Verification topic for Agentforce Service Agent, allowing companies to verify customer identity before exposing or modifying case data. By using this topic with a filter on the Case Management topic, the AI agent enforces secure, contextual verification workflows, maintaining compliance and data privacy.
Option A lacks the standardized verification process Salesforce provides.
Option B ensures better action control but does not include customer verification as a prerequisite.
Referenced Salesforce Materials:
* Salesforce Spring '24 Release Notes - Agentforce Service Agent: Service Customer Verification Topic.
* Service Cloud Consultant Exam Guide - Interaction Channels Domain.
* Salesforce Help: "Secure AI Interactions with the Service Customer Verification Topic".

by pranav at Oct 27, 2026, 03:20 AM

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