Agentforce Channels, Testing, and Routing

Context Variables & Experience Context variables help the agent personalize conversations.

They can reference: Session data Channel details User context Progress indicators

are there to reassure users: “Hey — the agent is working.” These improve the

experience, but they don’t control routing. So don’t confuse personalization

with infrastructure. Testing Before You Go Live Before an agent goes live on any

channel, Salesforce expects you to test it. This is done using a test channel.

You’re checking: Message formatting Adaptive response behavior How content renders

in that channel If an exam question mentions validating responses or formatting issues,