The group's growth team wants an agent that engages website visitors who fill out a "join our wellness plan" form, asks qualifying questions, and creates or updates a Lead record for a human account manager to follow up on. Which agent type is designed for this job?
Select an answer to reveal the explanation.
Short Explanation
Qualifying a lead and pushing it toward a human closer is a sales motion, not a support ticket. That's a Sales agent's whole reason for existing.
Full Explanation
Sales agents are purpose-built to work Sales Cloud objects such as Leads and Opportunities, engaging prospects, gathering qualifying information, and updating records so a human seller can take the next step, which matches this scenario precisely: a wellness-plan form submission is a prospect interaction aimed at conversion, not a service enquiry. Calling a form submission "technically a case" misapplies the Case object, which models a customer service issue to be resolved, not a sales qualification conversation; forcing this into a Service agent would fight the platform's own data model. The fact that the eventual follow-up is done by internal staff does not make this an Employee agent's job either, because Employee agents are scoped to internal operational questions asked by staff, not to prospect-facing lead qualification conducted with an external visitor. Multi-Agent Interoperability is the wrong layer entirely: it concerns one agent handing work to another agent or external system via protocols like agent-to-agent or MCP, and nothing in this single-agent, single-workflow scenario calls for that.