AGENTFORCE - Quiz

Which Salesforce product does Agentforce primarily integrate with?

•  Service Cloud

• Data Cloud

• Einstein Platform Services

• Financial Services Cloud

Which of the following actions is NOT influenced by Atlas Reasoning Engine in Salesforce Agentforce?

• Adjusting agent workload based on real-time performance metrics and customer sentiment

• Routing cases to agents based on their availability and expertise.

•  Recommending the next best action for an agent during a customer interaction.

• Automatically closing cases after a predefined period of inactivity.

How does Agentforce maintain data privacy and compliance when accessing customer data for case handling?

• By implementing layered access restrictions in Salesforce Data Cloud

• By redacting identifiable information from customer data during processing

•  By encrypting data at rest and in transit for secure handling

• By applying Einstein Data Masking to limit access to sensitive data

Which of the following Salesforce features is primarily designed to store and manage unstructured data (like PDFs and images) for customer support cases, ensuring they are indexed and accessible?

•  Knowledge Object Repository

• File and Content Delivery Network (FCDN)

• Einstein Data Detect

• Data Cloud Unstructured Data Lake Object (UDLO)

Which primary AI technology underpins Agentforce's ability to understand and respond to customer inquiries effectively?

• Natural language processing (NLP) for text analysis and response generation

• Augmented reality for enhanced customer interaction

• Predictive analytics for forecasting case outcomes

• Image recognition for visual data processing

 What is the purpose of guardrails in Agentforce?

• To restrict access to specific case details based on field-level security

• To enforce best practices and ensure optimal performance and scalability in case handling

• To limit agent access to certain cases

• To prevent case visibility across different agent roles

When configuring Agentforce, what is the primary benefit of using Presence Status?

• It allows agents to select specific case types they are willing to handle based on their availability.

•  It ensures that agents are automatically assigned to cases based on their historical performance metrics.

• It enables agents to receive cases only when they are available to work on them.

• It automatically logs agents out of the system after a certain period of inactivity, preventing case assignments.