What should Universal Containers consider when deploying an Agentforce Service Agent with multiple topics and Agent Actions to production?
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?
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?
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?
After configuring and saving a Salesforce Agentforce Data Library (regardless of the data source), which components are automatically created and available in Data Cloud?
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?
Universal Containers (UC) would like to implement the Sales Development Representative (SDR) Agent. Which channel consideration should UC be aware of while implementing it?
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?
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?
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?
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?
Universal Containers is rolling out a new generative AI initiative.
Which Prompt Builder limitations should the Agentforce Specialist be aware of?
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"'
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?
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?
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?
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?
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?
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?
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?
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?
What is a Salesforce Agentforce Specialist able to configure in Data Masking within the Einstein Trust Layer?
How does Secure Data Retrieval ensure that only authorized users can access necessary Salesforce data for dynamic grounding?
An Agentforce wants to ground a new prompt template with the User related list.
What should the Agentforce Specialist consider?
Universal Containers needs to provide insights on the usability of Agents to drive adoption in the organization.
What should the Agentforce Specialist recommend?
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?
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?
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?
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?
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?
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?
Which scenario best demonstrates when an Agentforce Data Library is most useful for improving an AI agent’s response accuracy?
Universal Containers (UC) needs to improve the agent productivity in replying to customer chats.
Which generative AI feature should help UC address this issue?
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?
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?
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?
What is the primary function of the planner service in the Agent system?
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?
In the context of retriever and search indexes, what best describes the data preparation process in Data Cloud?
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?
Universal Containers wants to leverage the Record Snapshots grounding feature in a prompt template. What preparations are required?
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?
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?
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?
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?
When a customer chat is initiated, which functionality in Salesforce provides generative AI replies or draft emails based on recommended Knowledge articles?
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?
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?
What is the main purpose of Prompt Builder?
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?
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?
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?
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?
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?
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?
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?
Once a data source is chosen for an Agentforce Data Library, what is true about changing that data source later?
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?
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?
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?