When is the Agent-to-Agent (A2A) protocol an appropriate communication choice?

When agents need to collaborate

When agents need to access tools

When agents need to invoke third-party API

Sunrays Limited (SL) sees that the agent forgot the dietary/activity preferences gathered earlier. They need those preferences to persist throughout the session. What should SL implement?

Create a context variable to capture/store customer preferences as action outputs.

Configure custom variables to capture/store customer preferences from action outputs.

Rely on natural conversation memory and instruct the agent to look back.

Sunrays Limited (SL) has multiple Salesforce orgs, each with a unique customer service agent, where a verification agent must pass customer identity data to the downstream agents handling account modifications. The customer ID must remain secure and persistent across agent handoffs without exposure to large language model (LLM) modification. What is the most appropriate configuration?

Use the Agent API to start the downstream agent’s session and pass the verified customer ID as a read-only context variable, ensuring security and preventing LLM alteration.

Store customer identity information in conversation variables created by the first agent and have other agents read those same conversation variables.

Implement a custom object to temporarily store verification status and have each agent query it via SOQL actions during execution.

Universal Containers has a requirement to provide a sales summary for its sales reps who are using Employee Agents, but they are not happy with the default answer. Which best practice should the Agentforce Specialist recommend?

Create a Record Summary custom prompt template.

Create a Knowledge Answer custom prompt template.

Update the standard record summary action.

Cloud Kicks (CK) recently finished the development of a new prompt template that uses its own large language model (LLM). CK is deploying a prompt template from a sandbox to a production org, and is receiving an error. When trying to deploy the change set, CK is getting an error related to the LLM used in the prompt template. What is the cause of the error?

The name of the LLM does not match in the sandbox and production.

The prompt does not specify that it is a custom LLM.

BYOLLM is not yet supported for in-prompt templates in production.

Universal Containers wants to systematically validate agent responses before deployment using a scalable testing process. Which Testing Center approach should the company implement?

Upload a structured CSV test template and run batch test cases in Testing Center.

Manually interact with the agent in Builder until responses seem correct.

Use pilot users in production to flag incorrect responses past launch.

Universal Containers needs to restrict access to refund processing actions so that only customers with an Active account status can initiate refunds. How should an Agentforce Specialist apply the restriction deterministically?

Create a context variable for the account status field and apply a conditional filter AccountStatus equals "Active" to refund actions.

Include step-by-step instructions at the topic level and action level explaining the rules and examples.

Create a Flex Prompt Template that has instructions to check for account status.

Coral Cloud Resorts is implementing Agentforce retrieval. Customers sometimes type ambiguous terms (for example, "package" could mean vacation package or baggage). Which retrieval strategy best balances precision and contextual disambiguation?

Use hybrid search, which combines keyword matching for precision with semantic embeddings for context.

Use keyword search only, which prioritizes exact term matching but risks missing contextual meaning.

Use semantic search only, which only captures intent but may struggle with ambiguous terms when no context is provided.

When a verified customer in a help center says, “I want to upgrade my service plan, an AI agent needs to complete the following asks: • Verify identity and entitlement. • Create a new quote. • Calculate a prorated upgrade amount. • Escalate to an Account Executive (AE) only if the reorder exceeds US$25,000. Which type of agent should an Agentforce Specialist build to support this use case?

Sales Agent to handle the upsell and large deals escalation

Service Agent to resolve the case end-to-end and create a new opportunity for the sales team.

Employee Agent to orchestrate internal logistics and finance

Coral Cloud Resorts is uploading thousands of new HTML knowledge articles files for a resort launch. To ensure Apentorice retrieves accurate responses quickly, which chunking strategy should be used when creating a new index?

Semantic based passage extraction

Which statement explains why a company might prefer a hybrid search index in Data Cloud for Agentforce?

Hybrid search indexes support both literal keyword matches and semantic recall, useful when queries mix specific terms and intent.

Vector embeddings in hybrid search are prefiltered by keyword matches, reducing computational overhead and improving response accuracy.

Hybrid search indexes process queries faster than vector search because they eliminate the need for semantic embedding.

Universal Containers (UC) is setting up a new Agentforce Service Agent. The company has sensitive medical product research stored internally and wants to ensure the agent cannot access it. What should UC do?

Follow the principle of least privilege and avoid granting permission to view the Medical Product object or related fields.

Assign the Agentforce Service Agent user the lowest possible role in the organization's hierarchy to block access.

Disable the Agentforce Service Agent’s ability to use any Salesforce custom object or related fields.

An Apentforce Specialist wants to troubleshoot an agent that is hallucinating weblinks. The agent has an action that uses a prompt template, which is using a knowledge retriever, to generate the output text that the agent will use. Which process is appropriate to find the root cause of the hallucination behavior?

Examine the prompt instructions and contents of the chunks shown in the resolved prompt output

Examine the topic instructions and ensure the word "ALWAYS" is used in the hallucination guardrails.

Examine the topic name and classification description for hallucination guardrails.

An Agentforce Specialist needs to create a prompt template that extracts the customer's name, phone number, and case number from a block of text, and nothing else. How should the Agentforce Specialist structure the prompt to ensure the large language model (LLM) doesn't include extra conversation or text?

Use well-defined output instructions and provide desired output examples.

Ask the LLM to extract and only output the important information in the text.

Ensure in the prompt that the LLM has been told to only use name-value pairs in the response.

Coral Cloud Resorts needs to ensure its booking agent executes actions in a specific sequence: First, retrieve available sessions, then verify customer eligibility, and finally create the booking. The current implementation allows the large language model (LLM) to execute these actions in any order, causing booking failures. Which approach should an Agentforce Specialist implement?

Create custom variables that store completion status for each step, then implement conditional filters on subsequent actions requiring previous variables to be populated, ensuring deterministic execution order.

Configure topic, classification description, and action instructions with priority levels and sequence indicators to guide the reasoning engine in selecting the correct action order automatically.

Write comprehensive topic instructions detailing the exact sequence of actions using numbered steps and explicit ordering requirements for the reasoning engine to follow during booking.

Universal Containers (UC) plans to answer questions based on similar cases that have been successfully resolved in the past. What should UC consider when implementing this approach?

Create a data model object (DMO) based on Case object and create an index on it.

No action is needed, as past cases are used to answer the question.

Create an unstructured data model object (UDMO) based on Case object and create an index on it.

Universal Containers (UC) is preparing to use the Agentforce Testing Center to ensure the reliability of a new agent. UC has a CSV file with test cases and is reviewing the documentation to understand best practices and limitations. Which best practice should the company follow to avoid modifying CRM data while running tests in the Testing Center?

Use the Testing Center only in the sandbox environment.

Limit the number of test cases to 50 per test to minimize data changes.

Run tests in the production environment to ensure real time data accuracy.

Universal Containers has PDF maintenance guides in an external folder, not yet in Salesforce. The team wants a standard, clicks-only setup for the Service Agent to use these documents. Which approach should the Agentforce Specialist implement?

Upload the PDFs as File source in the Agentforce Data Library which will build a Search Index, and create a retriever to ground responses from those documents.

Paste external PDF links into topic instructions and rely on the model to follow them, avoiding configuration of a retrieval source, index, or retriever action.

Configure Data Cloud to ingest file attachments and create custom index and retriever for product record and attachment data.

Coral Cloud Resorts is about to start testing its concierge agent with guests. Which metrics should be captured to monitor the performance, correctness and user experience?

Response times, accuracy and relevance of answers, and resolution success

Agent performance, token usage, and conversation duration

Response performance, tone, and CSATs

Universal Containers (UC) wants to deploy an Agentforce Service Agent to support customers via a web experience. UC uses a Digital Experience site and wants to enable messaging for logged-in users. The customer needs to pass the membership number to the agent for which a pre chat variable is available. What is a required step to connect the agent to the Digital Experience site using Messaging for In-App and Web?

Configure a messaging lightning web component using standard or custom Lightning Type for Agentforce.

Configure MuleSoft to establish a secure API tunnel between the agent and the Digital Experience site.

Create an Omni-Channel flow that routes messages to the agent.

How does Agentforce select the correct action to resolve a user's request?

Each topic contains a list of the matching action's user utterances so that the agent can map the user request to the right topic and action.

The large language model (LLM) selects the right topic and action, if they exist. If there are no matches, the LLM attempts to answer the user's request.

The reasoning engine identifies the agent action to be executed by its name and action input instructions.

Universal Containers (UC) is expanding its Agentforce for Service capabilities to include case management. For security purposes, UC wants the agent to verify a customer's identity before providing any case-related information. The verification must be deterministic ensuring that no case details are shared unless identity verification has been successfully completed. Which approach best meets this requirement?

Create a variable to store the verification status, set it as output from a 'Verify Identity' action, and apply a filter so any case-related actions only run when the variable confirms verification.

Use keywords such as 'Always' and 'Never' to write clear logic in Topic Instructions to verify user identity before providing any case information.

Store the verification status in a custom variable and set a global instruction that the agent should check this variable before sharing case information.

Universal Containers has created an Employee Agent. Which step should an Agentforce Specialist take to connect the agent with a Slack channel?

Create an Omni-Channel flow and connection between Salesforce and the Slack workspace.

Create a connection between Salesforce and the Slack workspace.

Create an embedded service deployment and connection between Salesforce and the Slack workspace.

Which scenario best illustrates the use of Model Context Protocol (MCP) in an enterprise AI deployment?

A legal assistant agent using MCP to dynamically find a document classification API to analyze case files

A sales agent discovering other agents' capabilities using Agent Cards

A customer service agent engaging another agent in real time conversation to resolve tickets

Universal Containers (UC) has registered an external service and created a template-triggered prompt flow that invokes the external service to fetch data from a REST API. UC now needs to make the response data from the external service usable inside a prompt template as a merge field when the template runs. How should UC meet this requirement?

Use External Service Record merge fields.

Use the 'Add Prompt Instructions' flow element.

Convert the JSON to an XML merge field.

How is data cloud leveraged by the answer questions with knowledge action in Agentforce?

Data cloud provides the real-time data stream that update the knowledge articles.

Data cloud is not required; the articles can be accessed directly from the CRM by the agent.

Data cloud stores and manages the indexed knowledge articles.

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

Generating record queries based on conversation history.

Offering real-time language translation during conversations.

Identifying copilot actions to respond to user utterances.

Sunrays Limited (SL) wants to enable its sales team to use AI to suggest recommended products from its catalog. Which type of prompt template should SL use?

Email generation prompt template

Sunrays Limited (SL) wants to leverage the Record Snapshots grounding feature in a prompt template. What preparations are required?

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

Configure page layout of the master record type.

Enable and configure dynamic form for the object.

When creating a custom retriever in Einstein studio, which step is considered essential?

Select the search index, specify the associated data model object (DMO) and data space, and optionally define filters to narrow search results.

Configure the search index, choose vector or hybrid search, choose the field for filtering, the data space and model, then define the ranking method.

Define the output configuration by specifying the maximum number of results to return, and map the output fields that will ground the prompt.

Sunrays Limited (SL) is rolling out an AI-powered support assistant to help customer service agents quickly retrieve troubleshooting steps and policy guidelines. The assistant relies on a search index in a data cloud that contains product manuals, policy documents, and past case resolutions. During testing, SL notices that agents are receiving too many irrelevant results from older product versions that no longer apply. How should SL address this issue?

Modify the search index to only store documents from the last year and remove older records.

Create a custom retriever in Einstein studio, and apply filters for publication data and product line.

Use the default retriever, as it already searches the entire search index and provides broad coverage.

Sunrays Limited (SL) wants its AI agent to return responses quickly. SL needs to optimize the retriever's configuration to ensure minimal latency when grounding AI responses. Which configuration aspect should SL prioritize?

Increase the recency bias setting for the retriever limiting scope to the most recent data.

Configure the retriever to operate in dynamic mode so that it modifies the search index structure at runtime.

Ensure the retriever's filters are defined to limit the scope of each search efficiently.

What is automatically created when a custom search index is created in data cloud?

A default retriever that shares the name of the custom search index.

A dynamic retriever to allow runtime selection of retriever parameters without manual configuration.

A predefined apex retriever class that can be edited by a developer to meet specific needs.

For an Agentforce data library that contains uploaded files, what occurs once it is created and configured?

Indexes the uploaded files into data cloud.

Indexes the uploaded files in the salesforce file storage.

Indexes the uploaded files in a location specified by the user.

Sunrays Limited (SL) uses a file upload-based data library and custom prompt to support AI-driven training content. However, users report that AI frequently returns outdated documents. Which corrective action should SL implement to improve content relevancy?

Configure a custom retriever that includes a filter condition limiting retrieval to documents updated within a defined recent period, ensuring that only current content is used for AI responses.

Switch the data library source from file uploads to a knowledge-based data library, because salesforce knowledge bases automatically manage document recency, ensuring current documents are returned.

Continue using the default retriever without filters, because periodic reloads will eventually phase out outdated documents without further configuration or the need for custom retrievers.

Sunrays Limited (SL) would like to implement sales development representative (SDR) agent. Which channel consideration should SL be aware of while implementing it?

SDR agent only works in Email channel.

SDR agent must be deployed in the messaging channel.

SDR agent must also be deployed in the company website.

Sunrays Limited (SL) wants to limit an agent's access to knowledge articles while deploying "Answer questions with knowledge" action. How should SL achieve this?

Assign data categories to knowledge articles, and define data category filters in the agentforce data library.

Update the data library retriever to filter on a custom field on the knowledge article.

Define scope instructions to the agent specifying a list of allowed article titles or IDs.

Agentforce Testing 2

Authored by Carole Pillon

Information Technology (IT)

Professional Development

Used 4+ times

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65 questions

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MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Sunrays Limited (SL) recently attended a major trade show and received thousands of new leads from event badge scans. UC is struggling to follow up with each lead in a timely, personalized way. Leadership wants to qualify and nurture leads 24/7, provide accurate answers to prospect questions, automatically book meetings with qualified prospects, and free up reps to focus on building relationships and closing deals. Which Agentforce capability should SL implement to meet these goals?

SDR Agent

Sales Coach

Commerce Agent

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Coral Cloud Resorts needs consistent pass/fail logic for agent testing. Which Testing Center capability provides that?

Use customer rating as a proxy for correctness.

Run a script on event logs to identify the failed utterances.

Use structured batch testing with validation per test utterance.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

A Service Agent at Universal Containers (UC) is designed to help customers resolve issues by searching against knowledge articles. Knowledge articles have PDF attachments that add critical details. UC reports that the agent provides excellent summaries of the knowledge articles, but seems completely unaware of the PDF attachments. How should an Agentforce Specialist configure the Data Cloud search index to include the content of these attached files?

Increase article chunk size and token limits for Knowledge indexing so larger contexts capture attachment references.

Enable 'Include Related Attachments' for Knowledge__kav and map the ContentDocumentLink unstructured data model object (UDMO).

Use Data Cloud's 'Include Attachments' option and select the ContentDocumentVersion unstructured data model object (UDMO).

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Universal Containers’ administrator has developed a new agent in a sandbox environment and now wants to deploy it to production. What should the administrator do to deploy an agent?

Export agent components as JSON files and manually import them into production using the Metadata API.

Create an outbound change set with all the necessary agent components, then upload to production.

Manually recreate the agent configuration, topics, and actions in production because change sets cannot be used.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Before activating a custom agent action, an Agentforce Specialist would like to evaluate multiple real-world user utterances to ensure the action is being selected appropriately. Which tool should the Agentforce Specialist recommend?

Testing Center

Agentforce Builder

Prompt Builder

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Sunrays Limited (SL) stores case details and updates in several custom fields and custom objects related to the case. SL would like its Agentforce Service Agent to be able to provide information in these fields and related records as part of an answer back to its customers when the customer is asking for updates. Which best practice should UC follow to grant access to this information for the Agentforce Service Agent?

Update the Object and Field access in the AgentforceServiceAgentUserPsg permission set group that is already assigned to the Agentforce Service Agent user.

Create a new permission set with the Einstein Agent License and enable Read access to the custom fields and custom objects, and assign it to the Agentforce Service Agent user.

Update the Object and Field access in the Einstein Agent User Profile so that the Agentforce Service Agents will always get the necessary access.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

An Administrator at Universal Containers has successfully deployed a new agent from a sandbox to production using a change set. The agent uses a prompt template that invokes a Salesforce flow to perform a complex calculation. In production, when users interact with the agent, it fails with an error message every time the flow is supposed to run. The flow was included in the change set and is present in production. What is the most likely cause of this issue?

The change set did not include the dependent Apex classes for the flow.

The flow was not manually activated in the production org after the deployment.

The user in production does not have permission to run the flow.

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