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Salesforce Agentforce-Specialist Salesforce Certified Agentforce Specialist Exam Practice Test

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Total 202 questions

Salesforce Certified Agentforce Specialist Questions and Answers

Question 1

What should Universal Containers consider when deploying an Agentforce Service Agent with multiple topics and Agent Actions to production?

Options:

A.

Deploy agent components without a test run in staging, relying on production data for reliable results. Sandbox configuration alone ensures seamless production deployment.

B.

Ensure all dependencies are included, Apex classes meet 75% test coverage, and configuration settings are aligned with production. Plan for version management and post-deployment activation.

C.

Deploy flows or Apex after agents, topics, and Agent Actions to avoid deployment failures and potential production agent issues requiring complete redeployment.

Question 2

An Agentforce Specialist wants to troubleshoot their Agent’s performance. Where should the Agentforce Specialist go to access all user interactions with the Agent, including Agent errors, incorrectly triggered actions, and incomplete plans?

Options:

A.

Plan Canvas

B.

Agent Settings

C.

Event Logs

Question 3

Universal Containers implements Custom Agent Actions to enhance its customer service operations. The development team needs to understand the core components of a Custom Agent Action to ensure proper configuration and functionality. What should the development team review in the Custom Agent Action configuration to identify one of the core components of a Custom Agent Action?

Options:

A.

Action Triggers

B.

Instructions

C.

Output Types

Question 4

Universal Containers (UC) wants to build an Agentforce Service Agent that provides the latest, active, and relevant policy and compliance information to customers. The agent must:

    Semantically search HR policies, compliance guidelines, and company procedures.

    Ensure responses are grounded on published Knowledge.

    Allow Knowledge updates to be reflected immediately without manual reconfiguration.What should UC do to ensure the agent retrieves the right information?

Options:

A.

Enable the agent to search all internal records and past customer inquiries.

B.

Set up an Agentforce Data Library to store and index policy documents for AI retrieval.

C.

Manually add policy responses into the AI model to prevent hallucinations.

Question 5

After configuring and saving a Salesforce Agentforce Data Library (regardless of the data source), which components are automatically created and available in Data Cloud?

Options:

A.

A data pipeline, an indexing engine, and a query processor

B.

A data connector, an analytics dashboard, and a workflow rule

C.

A data stream, a search index, and a retriever

Question 6

Universal Containers recently launched a pilot program to integrate conversational AI into its CRM business operations with Agentforce Agents. How should the Agentforce Specialist monitor Agents’ usability and the assignment of actions?

Options:

A.

Run a report on the Platform Debug Logs.

B.

Query the Agent log data using the Metadata API.

C.

Run Agent Analytics.

Question 7

Universal Containers (UC) would like to implement the Sales Development Representative (SDR) Agent. Which channel consideration should UC be aware of while implementing it?

Options:

A.

SDR Agent must be deployed in the Messaging channel.

B.

SDR Agent only works in the Email channel.

C.

SDR Agent must also be deployed on the company website.

Question 8

Universal Containers (UC) wants to implement an AI-powered customer service agent that can:

    Retrieve proprietary policy documents that are stored as PDFs.

    Ensure responses are grounded in approved company data, not generic LLM knowledge.What should UC do first?

Options:

A.

Set up an Agentforce Data Library for AI retrieval of policy documents.

B.

Expand the AI agent's scope to search all Salesforce records.

C.

Add the files to the content, and then select the data library option.

Question 9

Universal Containers (UC) is tracking web activities in Data Cloud for a unified contact, and wants to use that in a prompt template to help extract insights from the data.

Assuming that the Contact object is one of the objects associated with the prompt template, what is a valid way for DC to do this?

Options:

A.

Call the prompt directly from Data Cloud with a web tracing activity included in the prompt definition.

B.

Add the activity records as an enrichment related list to the Contact then pass the Contact into a prompt template workspace using related list grounding.

C.

Create a prompt template that takes a list of all Data Cloud activity records as input to pass to the large language model (LLM).

Question 10

Universal Containers (UC) wants to use the Draft with Einstein feature in Sales Cloud to create a personalized introduction email.

After creating a proposed draft email, which predefined adjustment should UC choose to revise the draft with a more casual tone?

Options:

A.

Make Less Formal

B.

Enhance Friendliness

C.

Optimize for Clarity

Question 11

Universal Containers (UC) is building a Flex prompt template. UC needs to use data returned by the flow in the prompt template.

Which flow element should UC use?

Options:

A.

Add Flex Instructions

B.

Add Prompt Instructions

C.

Add Flow Instructions

Question 12

Universal Containers is rolling out a new generative AI initiative.

Which Prompt Builder limitations should the Agentforce Specialist be aware of?

Options:

A.

Rich text area fields are only supported in Flex template types.

B.

Creations or updates to the prompt templates are not recorded in the Setup Audit Trail.

C.

Custom objects are supported only for Flex template types.

Question 13

Universal Containers, dealing with a high volume of chat inquiries, implements Einstein Work Summaries to boost productivity.

After an agent-customer conversation, which additional information does Einstein generate and fill, apart from the "summary"'

Options:

A.

Sentiment Analysis and Emotion Detection

B.

Draft Survey Request Email

C.

Issue and Revolution

Question 14

Universal Containers (UC) implements a custom retriever to improve the accuracy of AI-generated responses. UC notices that the retriever is returning too many irrelevant results, making the responses less useful. What should UC do to ensure only relevant data is retrieved?

Options:

A.

Define filters to narrow the search results based on specific conditions.

B.

Change the search index to a different data model object (DMO).

C.

Increase the maximum number of results returned to capture a broader dataset.

Question 15

Universal Containers would like to route a service agent conversation to a human agent queue. Which tool connects the service agent to the human agent queue for escalation?  

Options:

A.

Outbound Omni-Channel Flow

B.

Screen Flow

C.

Prompt Flow  

Question 16

Universal Containers wants to be able to detect with a high level confidence if content generated by a large language model (LLM) contains toxic language.

Which action should an Al Specialist take in the Trust Layer to confirm toxicity is being appropriately managed?

Options:

A.

Access the Toxicity Detection log in Setup and export all entries where isToxicityDetected is true.

B.

Create a flow that sends an email to a specified address each time the toxicity score from the response exceeds a predefined threshold.

C.

Create a Trust Layer audit report within Data Cloud that uses a toxicity detector type filter to display toxic responses and their respective scores.

Question 17

Universal Containers wants to incorporate CRM data as well-formatted JSON in a prompt to a large language model (LLM).

What is an important consideration for this requirement?

Options:

A.

"CRM data to JSON" checkbox must be selected when creating a prompt template.

B.

Apex code can be used to return a JSON formatted merge field.

C.

JSON format should be enabled in Prompt Builder Settings.

Question 18

Universal Containers implemented Agent for its users.

One user complains that Agent is not deleting activities from the past 7 days.

What is the reason for this issue?

Options:

A.

Agent Delete Record Action permission is not associated to the user.

B.

Agent does not have the permission to delete the user's records.

C.

Agent does not support the Delete Record action.

Question 19

An Agentforce has created a copilot custom action using flow as the reference action type. However, it is not delivering the expected results to the conversation preview, and therefore needs troubleshooting.

What should the Agentforce Specialist do to identify the root cause of the problem?

Options:

A.

In Copilot Builder within the Dynamic Panel, turn on dynamic debugging to show the inputs and outputs.

B.

Copilot Builder within the Dynamic Panel, confirm selected action and observe the values in Input and Output sections.

C.

In Copilot Builder, verify the utterance entered by the user and review session event logs for debug information.

Question 20

Universal Containers wants to incorporate the current order fulfillment status into a prompt for a large language model (LLM). The order status is stored in the external enterprise resource planning (ERP) system.

Which data grounding technique should the Agentforce Specialist recommend?

Options:

A.

Eternal Object Record Merge Fields

B.

External Services Merge Fields

C.

Apex Merge Fields

Question 21

Universal Containers (UC) wants to ensure the effectiveness, reliability, and trust of its agents prior to deploying them in production. UC would like to efficiently test a large and repeatable number of utterances. What should the Agentforce Specialist recommend?

Options:

A.

Leverage the Agent Large Language Model (LLM) UI and test UC's agents with different utterances prior to activating the agent.

B.

Deploy the agent in a QA sandbox environment and review the Utterance Analysis reports to review effectiveness.

C.

Create a CSV file with UC's test cases in Agentforce Testing Center using the testing template.

Question 22

What is a Salesforce Agentforce Specialist able to configure in Data Masking within the Einstein Trust Layer?

Options:

A.

The profiles exempt from masking

B.

The encryption keys for masking

C.

The privacy data entities to be masked

Question 23

How does Secure Data Retrieval ensure that only authorized users can access necessary Salesforce data for dynamic grounding?

Options:

A.

Retrieves Salesforce data based on the 'Run As" users permissions.

B.

Retrieves Salesforce data based on the user’s permissions executing the prompt.

C.

Retrieves Salesforces data based on the Prompt template's object permissions.

Question 24

An Agentforce wants to ground a new prompt template with the User related list.

What should the Agentforce Specialist consider?

Options:

A.

The User related list should have View All access.

B.

The User related list needs to be included on the record page.

C.

The User related list is not supported in prompt templates.

Question 25

Universal Containers needs to provide insights on the usability of Agents to drive adoption in the organization.

What should the Agentforce Specialist recommend?

Options:

A.

Agent Analytics

B.

Agentforce Analytics

C.

Agent Studio Analytics

Question 26

An Agentforce Service Agent, who has been successfully assisting customers with service requests in Salesforce, is now unable to help customers with issues related to a new product replacement process. The company recently implemented a custom Product Replacement object in Salesforce to track and manage these replacements. Which Agentforce Agent User change must be implemented to address this issue?

Options:

A.

The permission set group assigned to the Agent User needs to grant access to the Product Replacement flow.

B.

The permission set assigned to the Agent User needs Read access to the custom Product Replacement object.

C.

The profile assigned to the Agentforce Agent User needs AI training permission to the custom Product Replacement object.

Question 27

An Agentforce Agent has been developed with multiple topics and Agent Actions that use flows and Apex. Which options are available for deploying these to production?

Options:

A.

Deploy the flows and Apex using normal deployment tools and manually create the agent-related items in production.

B.

Use only change sets because the Salesforce CLI does not currently support the deployment of agent-related metadata.

C.

Deploy flows, Apex, and all agent-related items using either change sets or the Salesforce CLI/Metadata API.

Question 28

Universal Containers (UC) has implemented Generative AI within Salesforce to enable summarization of a custom object called Guest. Users have reported mismatches in the generated information.

In refining its prompt design strategy, which key practices should UC prioritize?

Options:

A.

Enable prompt test mode, allocate different prompt variations to a subset of users for evaluation, and standardize the most effective model based on performance feedback.

B.

Create concise, clear, and consistent prompt templates with effective grounding, contextual role-playing, clear instructions, and iterative feedback.

C.

Submit a prompt review case to Salesforce and conduct thorough testing In the playground to refine outputs until they meet user expectations.

Question 29

Universal Containers (UC) has configured an Agentforce Data Library using Knowledge articles. When testing in Agent Builder and the Experience Cloud site, the agent is not responding with grounded Knowledge article information. However, when tested in Prompt Builder, the response returns correctly. What should UC do to troubleshoot the issue?

Options:

A.

Create a new permission set that assigns "Manage Knowledge" and assign it to the Agentforce Service Agent User.

B.

Ensure the assigned User permission set includes access to the prompt template used to access the Knowledge articles.

C.

Ensure the Data Cloud User permission set has been assigned to the Agentforce Service Agent User.

Question 30

Universal Containers recently added a custom flow for processing returns and created a new Agent Action. Which action should the company take to ensure the Agentforce Service Agent can run this new flow as part of the new Agent Action?

Options:

A.

Recreate the flow using the Agentforce agent user.

B.

Assign the Manage Users permission to the Agentforce Agent user.

C.

Assign the Run Flows permission to the Agentforce Agent user.

Question 31

Universal Containers has a strict change management process that requires all possible configuration to be completed in a sandbox which will be deployed to production. The Agentforce Specialist is tasked with setting up Work Summaries for Enhanced Messaging. Einstein Generative AI is already enabled in production, and the Einstein Work Summaries permission set is already available in production.

Which other configuration steps should the Agentforce Specialist take in the sandbox that can be deployed to the production org?

Options:

A.

create custom fields to store Issue, Resolution, and Summary; create a Quick Action that updates these fields: add the Wrap Up component to the Messaging Session record paae layout: and create Permission Set Assignments for the intended Agents.

B.

From the Epstein setup menu, select Turn on Einstein: create custom fields to store Issue, Resolution, and Summary: create a Quick Action that updates these fields: and add the wrap up componert to the Messaging session record page layout.

C.

Create custom fields to store issue, Resolution, and Summary; create a Quick Action that updates these fields: and ado the Wrap up component to the Messaging session record page lavcut.

Question 32

Which scenario best demonstrates when an Agentforce Data Library is most useful for improving an AI agent’s response accuracy?

Options:

A.

When the AI agent must provide answers based on a curated set of policy documents that are stored, regularly updated, and indexed in the data library.

B.

When the AI agent needs to combine data from disparate sources based on mutually common data, such as Customer Id and Product Id for grounding.

C.

When data is being retrieved from Snowflake using zero-copy for vectorization and retrieval.

Question 33

Universal Containers (UC) needs to improve the agent productivity in replying to customer chats.

Which generative AI feature should help UC address this issue?

Options:

A.

Case Summaries

B.

Service Replies

C.

Case Escalation

Question 34

Amid their busy schedules, sales reps at Universal Containers dedicate time to follow up with prospects and existing clients via email regarding renewals or new deals. They spend many hours throughout the week reviewing past communications and details about their customers before performing their outreach. Which standard Agent action helps sales reps draft personalized emails to prospects by generating text based on previous successful communications?

Options:

A.

Agent Action: Summarize Record

B.

Agent Action: Find Similar Opportunities

C.

Agent Action: Draft or Revise Sales Email

Question 35

An administrator is responsible for ensuring the security and reliability of Universal Containers' (UC) CRM data. UC needs enhanced data protection and up-to-date AI capabilities. UC also needs to include relevant

information from a Salesforce record to be merged with the prompt.

Which feature in the Einstein Trust Layer best supports UC's need?

Options:

A.

Data masking

B.

Dynamic grounding with secure data retrieval

C.

Zero-data retention policy

Question 36

Universal Containers (UC) wants to enable its sales team to use AI to suggest recommended products from its catalog. Which type of prompt template should UC use?

Options:

A.

Record summary prompt template

B.

Email generation prompt template

C.

Flex prompt template

Question 37

What is the primary function of the planner service in the Agent system?

Options:

A.

Generating record queries based on conversation history

B.

Offering real-time language translation during conversations

C.

Identifying copilot actions to respond to user utterances

Question 38

Universal Containers implements three custom actions to get three distinct types of sales summaries for its users. Users are complaining that they are not getting the right summary based on their utterances. What should the Agentforce Specialist investigate as the root cause?

Options:

A.

Review that the custom action Is assigned to an Agent.

B.

Review the action Instructions to ensure they are unique.

C.

Ensure the input and output types are correctly chosen.

Question 39

In the context of retriever and search indexes, what best describes the data preparation process in Data Cloud?

Options:

A.

Data preparation focuses on real-time data ingestion and dynamic indexing to generate dynamic grounding reference data without preprocessing steps.

B.

Data preparation entails aggregating, normalizing, and encoding structured datasets to ensure compliance with data governance and security protocols.

C.

Data preparation Involves loading, chunking, vectorizing, and storing content in a search-optimized manner to support retrieval from the vector database.

Question 40

A customer service representative is looking at a custom object that stores travel information. They recently received a weather alert and now need to cancel flights for the customers that are related to this Itinerary. The representative needs to review the Knowledge articles about canceling and rebooking the customer flights. Which Agentforce capability helps the representative accomplish this?

Options:

A.

Invoke a flow which makes a call to external data to create a Knowledge article.

B.

Execute tasks based on available actions, answering questions using information from accessible Knowledge articles.

C.

Generate Knowledge article based off the prompts that the agent enters to create steps to cancel flights.

Question 41

Universal Containers wants to leverage the Record Snapshots grounding feature in a prompt template. What preparations are required?

Options:

A.

Configure page layout of the master record type.

B.

Create a field set for all the fields to be grounded.

C.

Enable and configure dynamic form for the object.

Question 42

Universal Containers (UC) is using Einstein Generative AI to generate an account summary. UC aims to ensure the content is safe and inclusive, utilizing the Einstein Trust Layer's toxicity scoring to assess the

content's safety level.

What does a safety category score of 1 indicate in the Einstein Generative Toxicity Score?

Options:

A.

Not safe

B.

Safe

C.

Moderately safe

Question 43

Universal Containers is very concerned about security compliance and wants to understand:

Which prompt text is sent to the large language model (LLM)

* How it is masked

* The masked response

What should the Agentforce Specialist recommend?

Options:

A.

Ingest the Einstein Shield Event logs into CRM Analytics.

B.

Review the debug logs of the running user.

C.

Enable audit trail in the Einstein Trust Layer.

Question 44

Universal Containers deploys a new Agentforce Service Agent into the company’s website but is getting feedback that the Agentforce Service Agent is not providing answers to customer questions that are found in the company's Salesforce Knowledge articles. What is the likely issue?

Options:

A.

The Agentforce Service Agent user is not assigned the correct Agent Type License.

B.

The Agentforce Service Agent user needs to be created under the standard Agent Knowledge profile.

C.

The Agentforce Service Agent user was not given the Allow View Knowledge permission set.

Question 45

An Agentforce is considering using a Field Generation prompt template type.

What should the Agentforce Specialist check before creating the Field Generation prompt to ensure it is possible for the field to be enabled for generative AI?

Options:

A.

That the field chosen must be a rich text field with 255 characters or more.

B.

That the org is set to API version 59 or higher

C.

That the Lightning page layout where the field will reside has been upgraded to Dynamic Forms

Question 46

When a customer chat is initiated, which functionality in Salesforce provides generative AI replies or draft emails based on recommended Knowledge articles?

Options:

A.

Einstein Reply Recommendations

B.

Einstein Service Replies

C.

Einstein Grounding

Question 47

A sales rep at Universal Containers is extremely busy and sometimes will have very long sales calls on voice and video calls and might miss key details. They are just starting to adopt new generative AI

features.

Which Einstein Generative AI feature should An Agentforce recommend to help the rep get the details they might have missed during a conversation?

Options:

A.

Call Summary

B.

Call Explorer

C.

Sales Summary

Question 48

A Salesforce Agentforce Specialist is reviewing the feedback from a customer about the ineffectiveness of the prompt template.

What should the Agentforce Specialist do to ensure the prompt template's effectiveness?

Options:

A.

Monitor and refine the template based on user feedback.

B.

Use the Prompt Builder Scorecard to help monitor.

C.

Periodically change the templates grounding object.

Question 49

What is the main purpose of Prompt Builder?

Options:

A.

A tool for developers to use in Visual Studio Code that creates prompts for Apex programming, assisting developers in writing code more efficiently.

B.

A tool that enables companies to create reusable prompts for large language models (LLMs), bringing generative AI responses to their flow of work

C.

A tool within Salesforce offering real-time Al-powered suggestions and guidance to users, Improving productivity and decision-making.

Question 50

Universal Containers (UC) wants to enable its sales team with automatic post-call visibility into mention of competitors, products, and other custom phrases.

Which feature should the Agentforce Specialist set up to enable UC's sales team?

Options:

A.

Call Summaries

B.

Call Explorer

C.

Call Insights

Question 51

Universal Containers (UC) is looking to enhance its operational efficiency. UC has recently adopted Salesforce and is considering implementing Agent to improve its processes.

What is a key reason for implementing Agent?

Options:

A.

Improving data entry and data cleansing

B.

Allowing AI to perform tasks without user interaction

C.

Streamlining workflows and automating repetitive tasks

Question 52

Universal Containers (UC) currently tracks Leads with a custom object. UC is preparing to implement the Sales Development Representative (SDR) Agent. Which consideration should UC keep in mind?

Options:

A.

Agentforce SDR only works with the standard Lead object.

B.

Agentforce SDR only works on Opportunities.

C.

Agentforce SDR only supports custom objects associated with Accounts.

Question 53

Universal Containers tests out a new Einstein Generative AI feature for its sales team to create personalized and contextualized emails for its customers. Sometimes, users find that the draft email contains placeholders for attributes that could have been derived from the recipient’s contact record. What is the most likely explanation for why the draft email shows these placeholders?

Options:

A.

The user does not have permission to access the fields.

B.

The user’s locale language is not supported by Prompt Builder.

C.

The user does not have Einstein Sales Emails permission assigned.

Question 54

A Universal Containers administrator is setting up Einstein Data Libraries. After creating a new library, the administrator notices that only the file upload option is available; there is no option to configure the library using a Salesforce Knowledge base.  

What is the most likely cause of this Issue?

Options:

A.

The current Salesforce org lacks the necessary Einstein for Service permissions that support the Knowledge-based Data Library option, so only the file upload option is presented.

B.

Salesforce Knowledge is not enabled in the organization; without Salesforce Knowledge enabled, the Knowledge-based data source option will not be available in Einstein Data Libraries.

C.

The administrator is not using Lightning Experience, which is required to display all data source options, Including the Knowledge base option, when configuring Einstein Data Libraries.  

Question 55

Universal Containers (UC) is looking to improve its sales team's productivity by providing real-time insights and recommendations during customer interactions.

Why should UC consider using Agentforce Sales Agent?

Options:

A.

To track customer interactions for future analysis

B.

To automate the entire sales process for maximum efficiency

C.

To streamline the sales process and increase conversion rates

Question 56

Universal Containers wants support agents to use Agentforce to ask questions about its product tutorials and product guides.

What should the Agentforce Specialist do to meet this requirement?

Options:

A.

Create a prompt template for product tutorials and guides.

B.

Add an Answer Questions custom field in the product object for tutorial instructions.

C.

Publish product tutorials and guides as Knowledge articles.

Question 57

Once a data source is chosen for an Agentforce Data Library, what is true about changing that data source later?

Options:

A.

The data source can be changed through the Data Cloud settings.

B.

The Data Retriever can be reconfigured to use a different data source.

C.

The data source cannot be changed after it is selected.  

Question 58

Universal Containers (UC) wants to improve the efficiency of addressing customer questions and reduce agent handling time with AI- generated responses. The agents should be able to leverage their existing

knowledge base and identify whether the responses are coming from the large language model (LLM) or from Salesforce Knowledge.

Which step should UC take to meet this requirement?

Options:

A.

Turn on Service AI Grounding, Grounding with Case, and Service Replies.

B.

Turn on Service Replies, Service AI Grounding, and Grounding with Knowledge.

C.

Turn on Service AI Grounding and Grounding with Knowledge.

Question 59

Universal Containers (UC) has recently received an increased number of support cases. As a result, UC has hired more customer support reps and has started to assign some of the ongoing cases to newer reps.

Which generative AI solution should the new support reps use to understand the details of a case without reading through each case comment?

Options:

A.

Agent

B.

Einstein Sales Summaries

C.

Einstein Work Summaries

Question 60

Universal Containers (UC) wants to assess Salesforce's generative features but has concerns over its company data being exposed to third- party large language models (LLMs). Specifically, UC wants the following capabilities to be part of Einstein's generative AI service.

No data is used for LLM training or product improvements by third- party LLMs.

No data is retained outside of UC's Salesforce org.

The data sent cannot be accessed by the LLM provider.

Which property of the Einstein Trust Layer should the Agentforce Specialist highlight to UC that addresses these requirements?

Options:

A.

Prompt Defense

B.

Zero-Data Retention Policy

C.

Data Masking

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Total 202 questions