Universal Containers wants to implement several new Agentforce for Service capabilities.

Agentforce for Service includes standard topics out-of-the-box that cover core customer service interactions such as:

Account and Case Management (viewing or creating support tickets),

Knowledge-Based Question Answering , and

General Information Inquiry Topics .

Option C — Answering a question about insurance policy and enabling the customer to open a new support ticket — fits within these standard topics without requiring customization. The Service Agent can automatically retrieve policy information from Salesforce Knowledge and launch the standard “Open Case” topic for ticket creation.

Option A (warranty claims and inspection scheduling) and B (real-time stock level lookup) require custom topics and actions , as they depend on external integrations and unique business processes beyond standard Service Agent scope.

Referenced Salesforce Materials:

Salesforce Spring ’24 Release Notes – Agentforce for Service: Standard Topics Overview.

Service Cloud Consultant Exam Guide – Interaction Channels Domain.

Salesforce Help: “Use Standard Topics in Agentforce for Common Customer Service Scenarios.”