An Agentforce Service Agent, who has been successfully assisting customers with service requests in Salesforce, is now unable to help customers with issues related to a new product replacement process. The company recently implemented a custom Product Replacement object in Salesforce to track and manage these replacements. Which Agentforce Agent User change must be implemented to address this issue?
A. The permission set group assigned to the Agent User needs to grant access to the Product Replacement flow.
B. The permission set assigned to the Agent User needs Read access to the custom Product Replacement object.
C. The profile assigned to the Agentforce Agent User needs AI training permission to the custom Product Replacement object.
B. The permission set assigned to the Agent User needs Read access to the custom Product Replacement object.
Explanation
Why is "Permission Set Read Access" the correct answer?
If an Agentforce Service Agent is unable to assist customers with the new Product Replacement process, it is likely due to missing object permissions.
Key Considerations for Object Access in Agentforce:
Custom Objects Require Permission Set Access:
The new Product Replacement object must be explicitly assigned to the agent's permission set.
Without Read access, the agent cannot view or interact with the object.
Ensuring Full Data Access for Agents:
In Setup # Permission Sets, the admin should:# Grant Read access to the Product Replacement object# Ensure that related fields (e.g., status, replacement reason) are also accessible
Aligning AI and Agent Workflows:
If Einstein AI is used to suggest solutions, the agent must have visibility into the Product Replacement object for context-aware responses.
Why Not the Other Options?
# A. The permission set group assigned to the Agent User needs to grant access to the Product Replacement flow.
Incorrect because flow permissions only control automation access, not direct object access. If an agent cannot view the object, the flow will not be visible or usable.
# C. The profile assigned to the Agentforce Agent User needs AI training permission to the custom Product Replacement object.
Incorrect because AI training permissions relate to model learning and improvement, not object visibility.
Agentforce Specialist References
Salesforce AI Specialist Material confirms that permission sets control object-level access for Agentforce users.