Consider these tips when previewing the agent.
- Test the agent's boundaries. Ask it a question that isn't covered in the grounded knowledge. A well-grounded agent should politely decline to answer or offer to route you to a service rep, rather than hallucinating or making up an answer.
- If the agent can't find a good answer, verify its ability to create and escalate a case right from the preview pagescreen. For the full escalation path, including what happens when no rep is available, see Escalation Path in the Conversation Lifecycle.
- When you preview your help portal, open it in an incognito browser window so that you test as a guest user. The Help Agent portal is currently enabled for guest users only. An incognito window lets you experience the portal exactly as an unauthenticated customer would, without your own Salesforce login session interfering.
- When you test your live help portal (rather than the built-in preview), you'll want to open the portal link in an Incognito window so you're testing as a guest user.
- If the agent isn't answering correctly, in the Chat With Your Agent page, click Back to adjust your knowledge.
- You can preview Help Agent against different agent versions.