Universal Containers’ service team wants to customize the standard case summary response from Agentforce.

Comprehensive and Detailed In-Depth Explanation:UC’s service team seeks to customize the standard case summary response provided by Agentforce. Let’s assess the options for tailoring this output.

Option A: Create a custom Record Summary prompt template for the Case object.In Prompt Builder, the standard Record Summary prompt template generates summaries for objects like Case. To customize it, the Agentforce Specialist can create a new custom prompt template, specifying the Case object as the source, and adjust the instructions (e.g., tone, fields included) to meet UC’s needs. This new template can then be invoked by an agent or flow, providing a tailored summary. This approach offers full control and aligns with Salesforce’s customization process, making it the correct answer.

Option B: Summarize the Case with a standard Agent action.Standard Agent actions (e.g., "Answer Questions") don’t specifically target case summarization—they’re broader in scope. There’s no out-of-the-box "Summarize Case" action that allows customization of the response format, making this insufficient and incorrect.

Option C: Customize the standard Record Summary template for the Case object.Standard prompt templates in Prompt Builder (e.g., Record Summary) are read-only and cannot be directly edited. Customization requires cloning or creating a new template, not modifying the standard one, making this incorrect.

Why Option A is Correct:Creating a custom Record Summary prompt template allows full customization of the case summary, leveraging Prompt Builder’s flexibility, as per Salesforce best practices.

References:

Salesforce Agentforce Documentation: Prompt Builder > Custom Templates – Details creating custom summaries.

Trailhead: Build Prompt Templates in Agentforce – Explains customizing standard outputs.

Salesforce Help: Record Summaries with AI – Recommends custom templates for tailored results.