Agentforce is escalating cases to the support team, but the support team complains they have no context and have to ask the customer to repeat…

The most probable cause for the support team lacking context is a user interface configuration issue specific to their profile. In Salesforce Service Cloud, conversation history from automated agents (like Einstein Bots) is typically displayed on the Case record page using a specific Lightning Component (e.g., the Conversation or Chat Transcript component). If the page layout assigned to the support team's user profiles is missing this component, they will receive the escalated case but will be unable to see the preceding interaction, forcing them to ask the customer for information again.

A. A missing permission set would likely cause broader access issues, such as the inability to view the case record itself, rather than just hiding a specific component on the page.

C. This suggests a flaw in the bot's logic where history is never saved. While possible, a page layout misconfiguration for the receiving team is a more common administrative oversight.

D. Creating a new case instead of transferring the session is a fundamental process flaw. While it would cause the issue, a missing component on a page layout is a more frequent and direct cause of this specific symptom.

1. Salesforce Help Documentation, "Add the Conversation Component to Lightning Pages": This official guide details the necessity of adding the Conversation component to record pages. It states, "To let your agents view conversations, add the Conversation component to your record pages in the Lightning App Builder." This directly supports the conclusion that a missing component on the page layout (Option B) would prevent agents from seeing the conversation history.

Source: Salesforce Help, Service Cloud > Messaging > Set Up Messaging > Customize the Agent Experience.

2. Salesforce Help Documentation, "Work with Transcripts": This document explains that chat conversations are stored in Transcript records, which are associated with Cases. It notes, "To view a transcript, click the transcript record from the Transcripts list view or a related list." This confirms that the data exists as a related record, and its visibility depends on the page layout configuration, such as having the related list or a specific component present.

Source: Salesforce Help, Service Cloud > Channels > Chat > Chat for Agents.

3. Trailhead, "Service Cloud Specialist Superbadge," Challenge 5: "Configure the Service Console": This hands-on challenge requires administrators to "Customize the case page layout for support agents" by adding and arranging components to ensure agents have all necessary information. This reinforces the principle that an agent's view is directly controlled by the page layout configuration, and an omission here is a common source of user-reported issues.

Source: Trailhead, Superbadges > Service Cloud Specialist Superbadge.