What should be ensured if an Agentforce AI assistant is returning outdated case information?

When an Agentforce AI assistant is returning outdated case information, it is crucial to ensure multiple aspects of data handling and system permissions are appropriately managed.

Enabling real-time CRM data grounding is essential because it ensures that the AI has access to the most current data available in the CRM system. This functionality allows the AI to fetch updated information rather than relying solely on pre-processed data that may have become outdated.

The retriever's ability to fetch fresh data is also vital. If the retriever is stuck on an older data set due to configuration issues or an absence of connection to real-time updates, it will invariably lead to stale information being presented to the agent. Ensuring that the retriever is configured correctly emphasizes the importance of data freshness in support interactions.

Additionally, case object permissions have a profound impact on what information the AI assistant can access. If the permissions are not configured to allow retrieval of current case information, it could result in the assistant being unable to pull the latest updates, leading to an incomplete or outdated representation of the case.

By addressing all these aspects collectively, one can ensure that the AI assistant has an effective and accurate interaction capability. Therefore, confirming that all of these elements are properly set — real-time data grounding, retriever