The group is expanding into a new region and wants an agent that proactively engages people who requested information about a pet-insurance partnership, tracked as Leads, to determine fit before a rep calls. A Service agent is already deployed for existing-client case handling. Should the group extend the existing Service agent to cover this, or build separately?
Select an answer to reveal the explanation.
Short Explanation
Same company, same eventual owners, different job. Working an existing Case and qualifying a fresh Lead are different enough motions that they deserve their own agent, built on the type meant for that motion.
Full Explanation
A separate Sales agent is the right call because Lead qualification for a new partnership is fundamentally a sales workflow, oriented around Sales Cloud objects and pre-sale engagement, while the existing Service agent is built around Case-centred support for people who are already clients. Agent type shapes the standard topics, actions and security model available, so bolting a Lead-qualification topic onto a Service agent means fighting against a type that was not designed for that data model, even though it is not strictly forbidden. Claiming any topic can be added to any agent type "without consequence" ignores that mismatch and the resulting friction in available standard actions and guidance. Arguing that both tasks "serve the same pet owners" conflates the business relationship with the technical workflow; the exam is testing whether you separate agents by workflow type, not by ultimate beneficiary. And Lead qualification is a well-supported Sales agent use case, so claiming it cannot be automated at all is simply false and ignores the objective explicitly naming Sales agents for this purpose.