AgentforceIntermediatetrust-layerdegradationux
Implement graceful degradation when Einstein Trust Layer blocks response
Real World Scenario
Trust Layer toxicity filter occasionally blocks legitimate medical terminology; nurses see "cannot help" with no escalation path.
Expected Answer
• Custom blocked-response handler with domain-specific fallback message
• Automatic human queue offer when block occurs twice in session
• Tune sensitive topic policies with domain exception list reviewed clinically
• Log block reason codes for policy refinement not user shame
• Alternative phrasing suggestion to user when safe
• Monitor false positive rate by industry vocabulary
• Separate clinical agent policy profile from consumer retail
Follow-Up Questions & Answers
Click to expand — each follow-up includes a direct, interview-ready answer
Direct answer: Custom blocked-response handler with domain-specific fallback message Also consider: Automatic human queue offer when block occurs twice in session In practice: Tune sensitive topic policies with domain exception list reviewed clinically Balance speed of delivery with maintainability.
Architect Perspective
Trust Layer false positives are operational incidents — tune policies with domain experts continuously.