Salesforce Agentforce Specialist Sample Questions and Answer

Question #1

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?

A. Data masking

B. Dynamic grounding with secure data retrievalcorrect

C. Zero-data retention policy

View answer

Correct Answer: B

Question #2

Universal Containers (UC) wants to enable its sales team to get insights into product and competitor names mentioned during calls. How should UC meet this requirement?

A. Enable Einstein Conversation Insights, assign permission sets, define recording managers, and customize insights with up to 50 competitor names

B. Enable Einstein Conversation Insights, connect a recording provider, assign permission sets, and customize insights with up to 25 products

C. Enable Einstein Conversation Insights, enable sales recording, assign permission sets, and customize insights with up to 50 products

View answer

Correct Answer: C

Question #3

What is an AI Specialist able to do when the “Enrich event logs with conversation data" setting in Einstein Copilot is enabled?

A. View the user click path that led to each copilot action

B. View session data including user Input and copilot responses for sessions over the past 7 days

C. Generate details reports on all Copilot conversations over any time period

View answer

Correct Answer: B

Question #4

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?

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

B. Create a flow to retrieve the opportunity information

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

View answer

Correct Answer: B

Question #5

A Salesforce Administrator is exploring the capabilities of Einstein Copilot to enhance user interaction within their organization. They are particularly interested in how Einstein Copilot processes user requests and the mechanism it employs to deliver responses. The administrator is evaluating whether Einstein Copilot directly interfaces with a large language model (LLM) to fetch and display responses to user inquiries, facilitating a broad range of requests from users. How does Einstein Copilot handle use

A. Einstein Copilot will trigger a flow that utilizes a prompt template to generate the message

B. Einstein Copilot will perform an HTTP callout to an LLM provider

C. Einstein Copilot analyzes the user's request and LLM technology is used to generate and display the appropriate response

View answer

Correct Answer: C

Question #6

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?

A. Improving data entry and data cleansing

B. Allowing AI to perform tasks without user interaction

C. Streamlining workflows and automating repetitive taskscorrect

View answer

Correct Answer: C

Question #7

In a Knowledge-based data library configuration, what is the primary difference between the identifying fields and the content fields?

A. Identifying fields help locate the correct Knowledge article, while content fields enrich AI responses with detailed information

B. Identifying fields categorize articles for indexing purposes, while content fields provide a brief summary for display

C. Identifying fields highlight key terms for relevance scoring, while content fields store the full text of the article for retrieval

View answer

Correct Answer: A

Question #8

In a Knowledge-based data library configuration, what is the primary difference between the identifying fields and the content fields?

A. Identifying fields help locate the correct Knowledge article, while content fields enrich AI responses with detailed information

B. Identifying fields categorize articles for indexing purposes, while content fields provide a brief summary for display

C. Identifying fields highlight key terms for relevance scoring, while content fields store the full text of the article for retrieval

View answer

Correct Answer: A

Question #9

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?

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

View answer

Correct Answer: B

Question #10

Universal Containers wants to implement a solution in Salesforce with a custom UX that allows users to enter a sales order number. Subsequently, the system will invoke a custom prompt template to create and display a summary of the sales order header and sales order details. Which solution should an Agentforce Specialist implement to meet this requirement?

A. Create an autolaunched flow and invoke the prompt template using the standard "PromptTemplate" flow action

B. Create a template-triggered prompt flow and invoke the prompt template using the standard "Prompt Template" flow action

C. Create a screen flow to collect the sales order number and invoke the prompt template using the standard "Prompt Template" flow action

View answer

Correct Answer: C

Question #11

When configuring a prompt template, an Agentforce Specialist previews the results of the prompt template they've written. They see two distinct text outputs: Resolution and Response. Which information does the Resolution text provide?

A. It shows the full text that is sent to the Trust Layer

B. It shows the response from the LLM based on the sample record

C. It shows which sensitive data is masked before it is sent to the LL

View answer

Correct Answer: B

Question #12

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?

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

View answer

Correct Answer: B

Question #13

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?

A. Plan Canvas

B. Agent Settings

C. Event Logscorrect

View answer

Correct Answer: C

Question #14

Universal Containers (UC) is Implementing Service AI Grounding to enhance its customer service operations. UC wants to ensure that its AI- generated responses are grounded in the most relevant data sources. The team needs to configure the system to include all supported objects for grounding. Which objects should UC select to configure Service AI Grounding?

A. Case, Knowledge, and Case Notes

B. Case and Knowledgecorrect

C. Case, Case Emails, and Knowledge

View answer

Correct Answer: B

Question #15

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?

A. Data masking

B. Dynamic grounding with secure data retrievalcorrect

C. Zero-data retention policy

View answer

Correct Answer: B

Question #16

Universal Containers’ current AI data masking rules do not align with organizational privacy and security policies and requirements. What should An Agentforce recommend to resolve the issue?

A. Enable data masking for sandbox refreshes

B. Configure data masking in the Einstein Trust Layer setup

C. Add new data masking rules in LLM setup

View answer

Correct Answer: B

Question #17

How does an Agent respond when it can’t understand the request or find any requested information?

A. With a preconfigured message, based on the action type

B. With a general message asking the user to rephrase the request

C. With a generated error message

View answer

Correct Answer: B

Question #18

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?

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

View answer

Correct Answer: C

Question #19

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?

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

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

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

View answer

Correct Answer: C

Question #20

What is automatically created when a custom search index is created in Data Cloud?

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

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

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

View answer

Correct Answer: A

Question #21

Universal Containers’ service team wants to customize the standard case summary response from Agentforce. What should the Agentforce Specialist do to achieve this?

A. Create a custom Record Summary prompt template for the Case object

B. Summarize the Case with a standard Agent action

C. Customize the standard Record Summary template for the Case object

View answer

Correct Answer: A

Question #22

What is the role of the large language model (LLM) in executing an Agent Action?

A. Find similar requests and provide actions that need to be executed

B. Identify the best matching actions and correct order of executioncorrect

C. Determine a user's access and sort actions by priority to be executed

View answer

Correct Answer: B

Question #23

The sales team at a hotel resort would like to generate a guest summary about the guests’ interests and provide recommendations based on their activity preferences captured in each guest profile. They want the summary to be available only on the contact record page. Which AI capability should the team use?

A. Model Builder

B. Agent Builder

C. Prompt Buildercorrect

View answer

Correct Answer: C

Question #24

Universal Containers (UC) plans to implement prompt templates that utilize the standard foundation models. What should UC consider when building prompt templates in Prompt Builder?

A. Include multiple-choice questions within the prompt to test the LLM’s understanding of the context

B. Ask it to role-play as a character in the prompt template to provide more context to the LLcorrect

C. Train LLM with data using different writing styles including word choice, intensifiers, emojis, and punctuation

View answer

Correct Answer: B

Question #25

What is a valid use case for Data Cloud retrievers?

A. Returning relevant data from the vector database to augment a prompt

B. Grounding data from external websites to augment a prompt with RA

C. Modifying and updating data within the source systems connected to Data Cloud

View answer

Correct Answer: A

Question #26

The marketing team at Universal Containers is looking for a way personalize emails based on customer behavior, preferences, and purchase history. Why should the team use Einstein Copilot as the solution?

A. To generate relevant content when engaging with each customercorrect

B. To analyze past campaign performance

C. To send automated emails to all customers

View answer

Correct Answer: A

Question #27

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

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

View answer

Correct Answer: A

Question #28

What is the role of the large language model (LLM) in executing an Einstein Copilot Action?

A. Find similar requests and provide actions that need to be executed

B. Identify the best matching actions and correct order of executioncorrect

C. Determine a user's access and sort actions by priority to be executed

View answer

Correct Answer: B

Question #29

Universal Containers’ data science team is hosting a generative large language model (LLM) on Amazon Web Services (AWS). What should the team use to access externally-hosted models in the Salesforce Platform?

A. Model Buildercorrect

B. App Builder

C. Copilot Builder

View answer

Correct Answer: A

Question #30

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?

A. 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

B. 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

C. 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

View answer

Correct Answer: B

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