The AgentForce for Service Implementation Guide clearly outlines that when an agent must verify identity before performing any case-related operations, the correct method is to use a variable-based control flow. The documentation specifies: "To maintain deterministic and secure behavior, define a variable (for example,
'isVerified') that stores the result of an identity verification step. Use this variable as a conditional filter in the topic flow to ensure that case-related actions execute only when the variable equals 'true'." This ensures that no sensitive or case-specific data is shared unless verification is explicitly confirmed. It provides a deterministic safeguard, as the system only proceeds with case data actions after the verification variable confirms completion.
Option A ("Use keywords such as 'Always' and 'Never'") relies on natural language instructions, which are not deterministic and can be misinterpreted by the model. Option C ("Use a global instruction to check the variable") adds unnecessary complexity and lacks the control-level filtering that ensures secure flow logic.
Therefore, Option B correctly implements Salesforce's best-practice pattern for conditional execution using variables and filters in AgentForce.
References (AgentForce Documents / Study Guide):
AgentForce for Service Configuration Guide: "Identity Verification and Conditional Case Access" AgentForce Implementation Handbook: "Using Variables and Filters for Deterministic Agent Actions" AgentForce Study Guide: "Secure Flow Design in Service Agents"