AgentforceAdvancedragcrm-dataretrieval
Compare RAG knowledge articles vs structured CRM data for agent answers
Real World Scenario
Agent answers policy questions well from PDF knowledge but gives wrong order status because it retrieves marketing blog instead of Order object.
Expected Answer
• Route transactional intents to structured actions querying CRM not vector search
• Separate retrieval indexes: policies vs operational data
• Actions return authoritative fields; RAG for explanatory content only
• Intent classifier determines retrieval strategy per turn
• Never guess record state from stale articles
• Display source type to user building trust
• Test order status intents against action path not RAG alone
Follow-Up Questions & Answers
Click to expand — each follow-up includes a direct, interview-ready answer
Direct answer: Route transactional intents to structured actions querying CRM not vector search Also consider: Separate retrieval indexes: policies vs operational data In practice: Actions return authoritative fields; RAG for explanatory content only Optimize for scale and operational observability.
Architect Perspective
RAG for facts that live in CRM is wrong tool — actions for state, RAG for narrative.