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Agentforce-Specialist Salesforce Certified Agentforce Specialist Questions and Answers

Questions 4

Universal Containers (UC) has a mature Salesforce org with a lot of data in cases and Knowledge articles. UC is concerned that there are many legacy fields, with data that might not be applicable for Einstein AI to draft accurate email responses.

Which solution should UC use to ensure Einstein AI can draft responses from a defined data source?

Options:

A.

Service AI Grounding

B.

Work Summaries

C.

Service Replies

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Questions 5

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

Options:

A.

Indexes the uploaded files in a location specified by the user

B.

Indexes the uploaded files into Data Cloud

C.

Indexes the uploaded files in Salesforce File Storage

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Questions 6

Universal Containers is interested in using Call Explorer to quickly gain insights from meetings recorded by its sales team.

What should the Agentforce Specialist be aware of before enabling this feature?

Options:

A.

Call Explorer operates independently of Salesforce Knowledge, requiring no prior setup.

B.

Custom Call Explorer actions need to be built before it can be configured.

C.

Call Explorer requires the Einstein Conversation Insights permission set to be enabled.

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Questions 7

An Agentforce is tasked with analyzing Agent interactions looking into user inputs, requests, and queries to identify patterns and trends.

What functionality allows the AX Specialist to achieve this?

Options:

A.

User Utterances dashboard

B.

Agent Event Logs dashboard

C.

AI Audit & Feedback Data dashboard

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Questions 8

What should An Agentforce consider when using related list merge fields in a prompt template associated with an Account object in Prompt Builder?

Options:

A.

The Activities related list on the Account object is not supported because it is a polymorphic field.

B.

If person accounts have been enabled, merge fields will not be available for the Account object.

C.

Prompt generation will yield no response when there is no related list associated with an Account in runtime.

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Questions 9

Based on the user utterance, 'Show me all the customers in New York', which standard Agent action will the planner service use?

Options:

A.

Query Records

B.

Fetch Records

C.

Select Records  

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Questions 10

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?

Options:

A.

Add Flex Instructions

B.

Add Prompt Instructions

C.

Add Flow Instructions

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Questions 11

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?

Options:

A.

Review that the custom action Is assigned to an Agent.

B.

Review the action Instructions to ensure they are unique.

C.

Ensure the input and output types are correctly chosen.

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Questions 12

Universal Containers (UC) wants to offer personalized service experiences and reduce agent handling time with Al-generated email responses, grounded in Knowledge base.

Which AI capability should UC use?

Options:

A.

Einstein Email Replies

B.

Einstein Service Replies for Email

C.

Einstein Generative Service Replies for Email

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Questions 13

An Al Specialist is tasked with creating a prompt template for a sales team. The template needs to generate a summary of all related opportunities for a given Account.

Which grounding technique should the Al Specialist use to include data from the related list of opportunities in the prompt template?

Options:

A.

Use the merge fields to reference a custom related list of opportunities.

B.

Use merge fields to reference the default related list of opportunities.

C.

Use formula fields to reference the Einstein related list of opportunities.

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Questions 14

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?

Options:

A.

Record summary prompt template

B.

Email generation prompt template

C.

Flex prompt template

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Questions 15

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?

Options:

A.

"CRM data to JSON" checkbox must be selected when creating a prompt template.

B.

Apex code can be used to return a JSON formatted merge field.

C.

JSON format should be enabled in Prompt Builder Settings.

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Questions 16

Universal Containers (UC) wants to limit an agent’s access to Knowledge articles while deploying the "Answer Questions with Knowledge" action. How should UC achieve this?

Options:

A.

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

B.

Update the Data Library Retriever to filter on a custom field on the Knowledge article.

C.

Assign Data Categories to Knowledge articles, and define Data Category filters in the Agentforce Data Library.

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Questions 17

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

Options:

A.

Find similar requests and provide actions that need to be executed

B.

Identify the best matching actions and correct order of execution

C.

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

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Questions 18

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?

Options:

A.

Create a new permission set that assigns "Manage Knowledge" and assign it to the Agentforce Service Agent User.

B.

Ensure the assigned User permission set includes access to the prompt template used to access the Knowledge articles.

C.

Ensure the Data Cloud User permission set has been assigned to the Agentforce Service Agent User.

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Questions 19

Universal Containers aims to streamline the sales team's daily tasks by using AI.

When considering these new workflows, which improvement requires the use of Prompt Builder?

Options:

A.

Populate an Al-generated time-to close estimation to opportunities

B.

Populate an AI generated summary field for sales contracts.

C.

Populate an Al generated lead score for new leads.

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Questions 20

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

Options:

A.

Find similar requested topics and provide the actions that need to be executed.

B.

Identify the best matching topic and actions and correct order of execution.

C.

Determine a user’s topic access and sort actions by priority to be executed.

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Questions 21

An account manager is preparing for an upcoming customer call and wishes to get a snapshot of key data points from accounts, contacts, leads, and opportunities in Salesforce.

Which feature provides this?

Options:

A.

Sales Summaries

B.

Sales Insight Summary

C.

Work Summaries

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Questions 22

Universal Containers is considering leveraging the Einstein Trust Layer in conjunction with Einstein Generative AI Audit Data.

Which audit data is available using the Einstein Trust Layer?

Options:

A.

Response accuracy and offensiveness score

B.

Hallucination score and bias score

C.

Masked data and toxicity score

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Questions 23

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?

Options:

A.

Turn on Service AI Grounding, Grounding with Case, and Service Replies.

B.

Turn on Service Replies, Service AI Grounding, and Grounding with Knowledge.

C.

Turn on Service AI Grounding and Grounding with Knowledge.

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Questions 24

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?

Options:

A.

create custom fields to store Issue, Resolution, and Summary; create a Quick Action that updates these fields: add the Wrap Up component to the Messaging Session record paae layout: and create Permission Set Assignments for the intended Agents.

B.

From the Epstein setup menu, select Turn on Einstein: create custom fields to store Issue, Resolution, and Summary: create a Quick Action that updates these fields: and add the wrap up componert to the Messaging session record page layout.

C.

Create custom fields to store issue, Resolution, and Summary; create a Quick Action that updates these fields: and ado the Wrap up component to the Messaging session record page lavcut.

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Questions 25

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?

Options:

A.

That the field chosen must be a rich text field with 255 characters or more.

B.

That the org is set to API version 59 or higher

C.

That the Lightning page layout where the field will reside has been upgraded to Dynamic Forms

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Questions 26

Which business requirement presents a good use case for leveraging Einstein Prompt Builder?

Options:

A.

Forecast future sales trends based on historical data.

B.

Identify potential high-value leads for targeted marketing campaigns.

C.

Send reply to a request for proposal via a personalized email.

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Questions 27

Universal Containers (UC) is discussing its AI strategy in an agile Scrum meeting.

Which business requirement would lead An Agentforce to recommend connecting to an external foundational model via Einstein Studio (Model Builder)?

Options:

A.

UC wants to fine-tune model temperature.

B.

UC wants a model fine-tuned using company data.

C.

UC wants to change the frequency penalty of the model.

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Questions 28

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?

Options:

A.

Enable prompt test mode, allocate different prompt variations to a subset of users for evaluation, and standardize the most effective model based on performance feedback.

B.

Create concise, clear, and consistent prompt templates with effective grounding, contextual role-playing, clear instructions, and iterative feedback.

C.

Submit a prompt review case to Salesforce and conduct thorough testing In the playground to refine outputs until they meet user expectations.

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Questions 29

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

Options:

A.

SDR Agent must be deployed in the Messaging channel.

B.

SDR Agent only works in the Email channel.

C.

SDR Agent must also be deployed on the company website.

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Questions 30

Universal Containers is rolling out a new generative AI initiative.

Which Prompt Builder limitations should the Agentforce Specialist be aware of?

Options:

A.

Rich text area fields are only supported in Flex template types.

B.

Creations or updates to the prompt templates are not recorded in the Setup Audit Trail.

C.

Custom objects are supported only for Flex template types.

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Questions 31

An Agentforce Specialist is creating a custom action in Agentforce. Which option is available for the Agentforce Specialist to choose for the custom Agent action?

Options:

A.

Apex Trigger

B.

SOQL

C.

Flows

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Questions 32

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

Options:

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.

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Questions 33

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?

Options:

A.

The permission set group assigned to the Agent User needs to grant access to the Product Replacement flow.

B.

The permission set assigned to the Agent User needs Read access to the custom Product Replacement object.

C.

The profile assigned to the Agentforce Agent User needs AI training permission to the custom Product Replacement object.

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Questions 34

What considerations should an Agentforce Specialist be aware of when using Record Snapshots grounding in a prompt template?

Options:

A.

Activities such as tasks and events are excluded.

B.

Empty data, such as fields without values or sections without limits, is filtered out.

C.

Email addresses associated with the object are excluded.

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Questions 35

Universal Containers (UC) plans to automatically populate the Description field on the Account object.

Which type of prompt template should UC use?

Options:

A.

Field Generation prompt template

B.

Flex Prompt template

C.

Sales Email prompt template

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Questions 36

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?

Options:

A.

Data masking

B.

Dynamic grounding with secure data retrieval

C.

Zero-data retention policy

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Questions 37

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?

Options:

A.

Define filters to narrow the search results based on specific conditions.

B.

Change the search index to a different data model object (DMO).

C.

Increase the maximum number of results returned to capture a broader dataset.

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Questions 38

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?

Options:

A.

Case, Knowledge, and Case Notes

B.

Case and Knowledge

C.

Case, Case Emails, and Knowledge

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Questions 39

An Agentforce needs to enable the use of Sales Email prompt templates for the sales team. The Agentforce Specialist has already created the templates in Prompt Builder.

According to best practices, which steps should the Agentforce Specialist take to ensure the sales team can use these templates?

Options:

A.

Assign the Prompt Template User permission set and enable Sales Emails in Setup.

B.

Assign the Prompt Template Manager permission set and enable Sales Emails in setup.

C.

Assign the Data Cloud Admin permission set and enable Sales Emails in Setup.

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Questions 40

Universal Containers’ Agent Action includes several Apex classes for the new Agentforce Agent. What is an important consideration when deploying Apex that is invoked by an Agent Action?

Options:

A.

The Apex classes must have at least 75% code coverage from unit tests, and all dependencies must be in the deployment package.

B.

Apex classes invoked by an Agent Action may be deployed with less than 75% test coverage as long as the agent is not activated in production.

C.

The Apex classes may bypass the 75% code coverage requirement as long as they are only used by the agent.

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Questions 41

Universal Containers Is Interested In Improving the sales operation efficiency by analyzing their data using Al-powered predictions in Einstein Studio.

Which use case works for this scenario?

Options:

A.

Predict customer sentiment toward a promotion message.

B.

Predict customer lifetime value of an account.

C.

Predict most popular products from new product catalog.

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Questions 42

Universal Containers wants to leverage the Record Snapshots grounding feature in a prompt template. What preparations are required?

Options:

A.

Configure page layout of the master record type.

B.

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

C.

Enable and configure dynamic form for the object.

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Questions 43

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?

Options:

A.

Call Summaries

B.

Call Explorer

C.

Call Insights

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Questions 44

Universal Containers (UC) is using standard Service AI Grounding. UC created a custom rich text field to be used with Service AI Grounding.

What should UC consider when using standard Service AI Grounding?

Options:

A.

Service AI Grounding only works with Case and Knowledge objects.

B.

Service AI Grounding only supports String and Text Area type fields.

C.

Service AI Grounding visibility works m system mode.

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Questions 45

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?

Options:

A.

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

B.

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

C.

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

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Questions 46

Leadership needs to populate a dynamic form field with a summary or description created by a large language model (LLM) to facilitate more productive conversations with customers. Leadership also wants to keep a human in the loop to be considered in their AI strategy. Which prompt template type should the Agentforce Specialist recommend?

Options:

A.

Field Generation

B.

Sales Email

C.

Record Summary

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Questions 47

Universal Containers (UC) is creating a new custom prompt template to populate a field with generated output. UC enabled the Einstein Trust Layer to ensure AI Audit data is captured and monitored for adoption and possible enhancements. Which prompt template type should UC use and which consideration should UC review?

Options:

A.

Field Generation, and that Dynamic Fields is enabled

B.

Field Generation, and that Dynamic Forms is enabled

C.

Flex, and that Dynamic Fields is enabled

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Questions 48

How does the Einstein Trust Layer ensure that sensitive data is protected while generating useful and meaningful responses?

Options:

A.

Masked data will be de-masked during response journey.

B.

Masked data will be de-masked during request journey.

C.

Responses that do not meet the relevance threshold will be automatically rejected.

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Questions 49

Universal Containers (UC) wants to enable its sales team to use Al to suggest recommended products from its catalog.

Which type of prompt template should UC use?

Options:

A.

Record summary prompt template

B.

Email generation prompt template

C.

Flex prompt template

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Questions 50

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?  

Options:

A.

Outbound Omni-Channel Flow

B.

Screen Flow

C.

Prompt Flow  

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Questions 51

Universal Containers implemented Agentforce for its users. One user complains that an Agent is not deleting activities from the past 7 days. What is the reason for this issue?

Options:

A.

Agentforce does not have the permission to delete the user's records.

B.

Agentforce Delete Record Action permission is not associated to the user.

C.

Agentforce does not have a standard Delete Record action.

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Questions 52

Universal Containers is planning a marketing email about products that most closely match a customer's expressed interests.

What should An Agentforce recommend to generate this email?

Options:

A.

Standard email marketing template using Apex or flows for matching interest in products

B.

Custom sales email template which is grounded with interest and product information

C.

Standard email draft with Einstein and choose standard email template

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Questions 53

What is the importance of Action Instructions when creating a custom Agent action?

Options:

A.

Action Instructions define the expected user experience of an action.

B.

Action Instructions tell the user how to call this action in a conversation.

C.

Action Instructions tell the large language model (LLM) which action to use.

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Questions 54

Universal Containers (UC) wants to improve the productivity of its sales team with generative AI technology. However, UC is concerned that public AI virtual assistants lack adequate company data to general useful responses.

Which solution should UC consider?

Options:

A.

fine-tune the Einstein AI model with CBM data.

B.

Build Al model with Einstein discovery and deploy to sales users.

C.

Enable Agentforce and deploy to sales users.

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Questions 55

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?

Options:

A.

The current Salesforce org lacks the necessary Einstein for Service permissions that support the Knowledge-based Data Library option, so only the file upload option is presented.

B.

Salesforce Knowledge is not enabled in the organization; without Salesforce Knowledge enabled, the Knowledge-based data source option will not be available in Einstein Data Libraries.

C.

The administrator is not using Lightning Experience, which is required to display all data source options, Including the Knowledge base option, when configuring Einstein Data Libraries.  

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Questions 56

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 Agent as the solution?

Options:

A.

To generate relevant content when engaging with each customer

B.

To analyze past campaign performance

C.

To send automated emails to all customers

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Questions 57

What is an appropriate use case for leveraging Agentforce Sales Agent in a sales context?

Options:

A.

Enable a sates team to use natural language to invoke defined sales tasks grounded in relevant data and be able to ensure company policies are applied. conversationally and in the now or work.

B.

Enable a sales team by providing them with an interactive step-by-step guide based on business rules to ensure accurate data entry into Salesforce and help close deals fatter.

C.

Instantly review and read incoming messages or emails that are then logged to the correct opportunity, contact, and account records to provide a full view of customer interactions and communications.

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Questions 58

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?

Options:

A.

Action Triggers

B.

Instructions

C.

Output Types

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Questions 59

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

Options:

A.

Generating record queries based on conversation history

B.

Offering real-time language translation during conversations

C.

Identifying copilot actions to respond to user utterances

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Questions 60

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?

Options:

A.

Agentforce SDR only works with the standard Lead object.

B.

Agentforce SDR only works on Opportunities.

C.

Agentforce SDR only supports custom objects associated with Accounts.

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Exam Name: Salesforce Certified Agentforce Specialist
Last Update: Apr 2, 2025
Questions: 202

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