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Agent Fails to Answer Questions Using Answer Questions With Knowledge Action When Intelligent Context Is Enabled

Publish Date: May 12, 2026
Description

In scenarios where Intelligent Context is used for document processing, the platform automatically appends additional system instructions to the standard Answer Questions With Knowledge action while calling from agent.

These appended instructions can interfere with the existing prompt behavior and may introduce restrictive guidance such as “do not answer” conditions. As a result, the agent may:

  • Fail to generate responses from the knowledge source
  • Skip valid answers

This behavior is commonly observed when using file-based knowledge sources with Intelligent Context.

Resolution

Use one of the following approaches to prevent the issue:

  1. Create a Flex Prompt Template
    • Configure a custom Flex Prompt Template instead of using the standard Answer Questions With Knowledge action.
    • Additional Intelligent Context system instructions are not appended to custom prompt templates, which avoids prompt conflicts.
  2. Tune the Standard Prompt Template
    • Modify the default Answer Questions With Knowledge prompt template instructions.
    • Remove or adjust restrictive instructions such as “don’t answer” or similar fallback directives that may prevent the agent from responding.
Additional Resources

Intelligence context for File Data Library: https://help.salesforce.com/s/articleView?id=ai.data_library_file_upload.htm&type=5

Knowledge Article Number

005322005

 
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Salesforce Help | Article