Universal Container's support department wants to ensure its AI agents' responses consistently reflect the company's...

Agentforce Service Agent (previously Einstein Copilot for Service) provides organizations with advanced AI-driven conversational capabilities. It allows admins to define custom topics and configure topic-level instructions to ensure the AI generates responses consistent with the company’s brand tone, communication style, and compliance standards.

By leveraging custom topic instructions, businesses can guide the AI model on how to respond, what phrasing to use, and what to avoid, ensuring consistency across customer interactions. This directly meets the requirement for brand-controlled, compliant AI communication.

Option A (Einstein Bot) is based on rule-driven dialog flows and cannot leverage generative or instruction-tuned customization. Option C (standard topics) provides out-of-the-box guidance but lacks the fine-grained control over tone and restricted phrases required for brand alignment.

Referenced Salesforce Materials:

Salesforce Spring ’24 Release Notes – Service Cloud: Agentforce Enhancements (custom topic instructions for brand voice alignment).

Service Cloud Consultant Exam Guide – Interaction Channels Domain (covers the use of AI automation and conversational tools).

Salesforce Help: “Customize Agentforce Topics and Instructions” (explains defining tone, style, and prohibited responses for AI agents).