How does an Agent respond when it can't understand the request or find any requested...

Context of the Question

When an Agent (e.g., Agentforce or a similar generative AI assistant in Salesforce) cannot understand a user’s request or fails to locate the requested information, it should provide a coherent fallback.

Fallback / Error Handling in Agentforce

Preconfigured or “Fallback” Message: Typically, within the setup of any AI assistant, admins define a fallback or “failure” response. This message can be tailored to each action type or scenario (e.g., “No data found,” “Sorry, I didn’t get that—please try again,” etc.).

Why Not an Automatically Generated Error Message? (Option A) AI assistants rarely show raw system error messages; they generally display friendly, standardized messages.

Why Not a Purely Generic “Rephrase” Message? (Option B) Although an agent might prompt the user to rephrase, Salesforce best practices are to configure a fallback response or fallback action that aligns with the brand and the context. This is typically a “preconfigured message based on the action type.”

ConclusionBecause the assistant uses a preconfigured fallback that is set up in the environment (for example, in the agent’s or domain’s settings), the correct choice is Option C.

Salesforce AI Specialist References & Documents

Salesforce Pilot / Agentforce Setup DocumentationExplains how to configure a fallback or default message when the AI cannot fulfill a user’s request.

Salesforce AI Specialist Study GuideDetails best practices for AI-driven assistants and how fallback scenarios are handled with preconfigured messages.