Salesforce Certified Agentforce Specialist Exam Questions

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?

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

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

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

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?

• Agentforce SDR only works on Opportunities.

• Agentforce SDR only works with the standard Lead object.

• Agentforce SDR only support custom objects associated with Accounts.

Universal Containers (UC) is experimenting with using public Generative AI models and is familiar with the language required to get the information it needs. However, it can be time consuming for both UC's sales and service reps to type in the prompt to get the information they need, and ensure prompt consistency. Which Salesforce feature should the company use to address these concerns?

• A. Agent Builder and Action: Query Records

• B. Einstein Prompt Builder and Prompt Templates

• C. Einstein Recommendation Builder

An Agentforce Specialist is tasked with analyzing Agent interactions looking into user inputs, requests, and queries to identify patterns and trends. What functionality allows the Agentforce Specialist to achieve this?

• Agent Event Logs dashboard

• AI Audit and Feedback Data dashboard

• User Utterances dashboard

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

• Create a custom retriever in Einstein Studio, and apply filters for publication date and product line.

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

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

Universal Containers (UC) wants to make a sales proposal and directly use data from multiple unrelated objects (standard and custom) in a prompt template. How should UC accomplish this?

• Create a prompt template-triggered flow to access the data from standard and custom objects.

• Create a Flex template to add resources with standard and custom objects as inputs.

• Create a prompt template passing in a special custom object that connects the records temporarily.

Universal Containers (UC) uses a file upload-based data library and custom prompt to support AI-driven training content. However, users report that the AI frequently returns outdated documents. Which corrective action should UC 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 re-uploads will eventually phase out outdated documents without further configuration or the need for custom retrievers.

An Agentforce Specialist needs to create a prompt template to fill a custom field named Latest Opportunities Summary on the Account object with information from the three most recently opened opportunities. How should the Agentforce Specialist gather the necessary data for the prompt template?

• Create a flow to retrieve the opportunity information.

• Select the Account Opportunity object as a resource when creating the prompt template.

• Select the latest Opportunities related list as a merge field.

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

• SDR Agent only works in Email channel.

• SDR Agent must be deployed in Messaging channel.

• SDR Agent must also be deployed in the company website.

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?

• The user does not have Einstein Sales Emails permission assigned.

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

• The user does not have permission to access the fields.