Salesforce Agentforce Specialist Exam –

Verified Correct Answers

Question #128
Question #:128
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?
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.
Create concise, clear, and consistent prompt templates with effective grounding, contextual
role-
playing, clear instructions, and iterative feedback.
Submit a prompt review case to Salesforce and conduct thorough testing In the playground
to refine
outputs until they meet user expectations.
Answer: B
Explanation
For
to refine its
prompt design strategy and improve the accuracy
Universal Containers (UC)
Generative AI
of the generated summaries for the custom object
, the best practice is to focus on crafting
Guest
concise,
. This includes:
clear, and consistent prompt templates
Effective grounding: Ensuring the prompt pulls data from the correct sources.
Contextual role-playing: Providing the AI with a clear understanding of its role in generating
the
summary.
Clear instructions: Giving unambiguous directions on what to include in the response.
Iterative feedback: Regularly testing and adjusting prompts based on user feedback.
Option B is correct because it follows industry best practices for refining prompt design.
Option A (prompt test mode) is useful but less relevant for refining prompt design itself.
Option C (prompt review case with Salesforce) would be more appropriate for technical
issues or
complex prompt errors, not general design refinement.
References:
Salesforce Prompt Design Best Practices: https://help.salesforce.com/s/articleView?id=sf.
prompt_design_best_practices.htm

✅ Verified Correct Answer: B

Question #199
Question #:199
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A.
B.
C.
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 However, users report that the AI frequently returns outdated documents.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?
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.
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.
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.
Answer: B
Explanation
Comprehensive and Detailed In-Depth Explanation:UC’s issue is that their

file upload-based Data Library

(where PDFs or documents are uploaded and indexed into Data Cloud’s vector database) is
returning outdated
training content in AI responses. To improve relevancy by ensuring only current documents
are retrieved, the
most effective solution is to
(Option B). In Agentforce, a custom
configure a custom retriever with a filter
retriever allows UC to define specific conditions—such as a filter on a "Last Modified Date"
or similar
timestamp field—to limit retrieval to documents updated within a recent period (e.g., last 6
months). This
ensures the AI grounds its responses in the most current content, directly addressing the
problem of outdated
documents without requiring a complete overhaul of the data source.
Option A: Switching to a
(using Salesforce Knowledge articles)
Knowledge-based Data Library
could work, as Knowledge articles have versioning and expiration features to manage
recency.
However, this assumes UC’s training content is already in Knowledge articles (not PDFs)
and requires
migrating all uploaded files, which is a significant shift not justified by the question’s
context. File-
based libraries are still viable with proper filtering.
Option B: This is the best corrective action. A custom retriever with a date filter leverages
the existing
file-based library, refining retrieval without changing the data source, making it practical
and targeted.
Option C: Relying on periodic re-uploads with the default retriever is passive and inefficient.
It doesn’t
guarantee recency (old files remain indexed until manually removed) and requires ongoing
manual
effort, failing to proactively solve the issue.
Option B provides a precise, scalable solution to ensure content relevancy in UC’s AI-driven
training system.
References:
Salesforce Agentforce Documentation: "Custom Retrievers for Data Libraries" (Salesforce
Help:
https://help.salesforce.com/s/articleView?
id=sf.agentforce_custom_retrievers.htm&type=5)
Salesforce Data Cloud Documentation: "Filter Retrieval for AI"
(https://help.salesforce.com/s
/articleView?id=sf.data_cloud_retrieval_filters.htm&type=5)
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A.
B.
C.
Trailhead: "Manage Data Libraries in Agentforce"
(https://trailhead.salesforce.com/content/learn
/modules/agentforce-data-libraries)

✅ Verified Correct Answer: B

Question #58
Question #:58
Universal Containers (UC) noticed an increase in customer contract cancellations in the last
few months. UC
is seeking ways to address this issue by implementing a proactive outreach program to
customers before they cancel their contracts and is asking the Salesforce team to provide
suggestions.
Which use case functionality of Model Builder aligns with UC's request?
Product recommendation prediction
Customer churn prediction
Contract Renewal Date prediction
Answer: B
Explanation
Customer churn prediction is the best use case for
in addressing

Model Builder
Universal Containers'
concerns about increasing customer contract cancellations. By implementing a model that
predicts customer
churn,
can proactively identify customers who are at risk of canceling and take action to retain
them
UC
before they decide to terminate their contracts. This functionality allows the business to
forecast churn
probability based on historical data and initiate timely outreach programs.
Option B is correct because
aligns with
need to reduce cancellations
customer churn prediction
UC's
through proactive measures.
Option A (product recommendation prediction) is unrelated to contract cancellations.
Option C (contract renewal date prediction) addresses timing but does not focus on
predicting potential
cancellations.
References:
Salesforce Model Builder Use Case Overview: https://help.salesforce.com/s/articleView?
id=sf.
model_builder_use_cases.htm

✅ Verified Correct Answer: B

Question #106
Question #:106
Universal Containers wants its AI agent to answer customer questions with precise and up-
to-date
information. How does an Agentforce Data Library simplify and enable this?
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A.
B.
C.
It automates the ingestion, taxonomical classification and storage of knowledge in Data
Cloud for
precision keyword search retrieval to ground prompts and agents with relevant
information.
It automates the ingestion, Indexing of data, and creates a default retriever to be used in
prompts and
agents for grounding with relevant information.
It automates the ingestion and optical character recognition (OCR) processing of any PDF,
and indexes
them to enable regular SQL query retrieval to ground prompts and agents with relevant
information.
Answer: B
Explanation
Why is "Automates Ingestion, Indexing, and Default Retriever Creation" the correct answer?
An
is a
in ensuring that an AI agent
Agentforce Data Library
key component
provides precise and up-to-
by:
date responses
#
# Brings in data from various sources.#
 # Organizes it
Automating data ingestion
Indexing the data
efficiently for AI retrieval.#
# Enables the AI to

Creating a default retriever

fetch relevant data
dynamically when answering customer queries.
Key Features of an Agentforce Data Library:
Automates Data Ingestion
Integrates
into Salesforce Data Cloud.
real-time and historical data
Ensures that
.
relevant updates are continuously fed into the AI system
Indexes Data for Efficient Retrieval
Enhances searchability for
.
quick, context-aware responses
Enables
while maintaining
.
fast AI response times
accuracy
Creates a Default Retriever
AI agents
to fetch
information.
use the retriever
the most relevant and current
The retriever
using
.
grounds AI-generated responses
structured and indexed data
Why Not the Other Options?
# A. Automates ingestion, taxonomical classification, and precision keyword search
retrieval
Incorrect because Agentforce
but on
does not rely on keyword searches
indexing and AI-driven
.
retrieval
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A.
B.
C.
# C. Automates ingestion and OCR processing of PDFs
Incorrect because OCR (Optical Character Recognition) is
of an Agentforce
not the primary function
Data Library.
AI grounding is
, not
.
based on indexed and structured data
raw OCR-extracted text
Agentforce Specialist References
Salesforce AI Specialist Material explains that Agentforce Data Libraries automate data
ingestion,
.
indexing, and retriever setup for AI-powered responses
Salesforce Instructions for Certification confirm that AI responses are grounded in
structured and
.
indexed Data Libraries

✅ Verified Correct Answer: B

Question #150
Question #:150
Universal Containers (UC) needs to improve the agent productivity in replying to customer
chats.
Which generative AI feature should help UC address this issue?
Case Summaries
Service Replies
Case Escalation
Answer: B
Explanation
Service Replies: This generative AI feature automates and assists in generating accurate,
contextual,
and efficient replies for customer service agents. It uses past interactions, case data, and the
context of
the conversation to provide draft responses, thereby enhancing productivity and reducing
response
times.
Case Summaries: Summarizes case information but does not assist directly in replying to
customer
chats.
Case Escalation: Refers to moving cases to higher-level support teams but does not address
the need to
improve chat response productivity.
Thus,
is the best feature for this requirement as it directly aligns with improving agent
Service Replies
efficiency in replying to chats.

✅ Verified Correct Answer: B

Question #196
Question #:196
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
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A.
B.
C.
article information. However, when tested in Prompt Builder, the response returns
correctly. What should UC
do to troubleshoot the issue?
Create a new permission set that assigns "Manage Knowledge" and assign it to the
Agentforce Service
Agent User.
Ensure the assigned User permission set includes access to the prompt template used to
access the
Knowledge articles.
Ensure the Data Cloud User permission set has been assigned to the Agentforce Service
Agent User.
Answer: C
Explanation
Comprehensive and Detailed In-Depth Explanation:UC has set up an Agentforce Data
Library with
Knowledge articles, and while Prompt Builder retrieves the data correctly, the agent fails to
do so in Agent
Builder and Experience Cloud. Let’s troubleshoot the issue.
Option A: Create a new permission set that assigns "Manage Knowledge" and assign it to the

Agentforce Service Agent User.The "Manage Knowledge" permission is for authoring and
managing
Knowledge articles, not for reading or retrieving them in an agent context. The Agentforce
Service
Agent User (a system user) needs read access to Knowledge, not management rights. This
option is
excessive and irrelevant to the grounding issue, making it incorrect.
Option B: Ensure the assigned User permission set includes access to the prompt template
used to
access the Knowledge articles.Prompt templates in Prompt Builder don’t require specific
permissions
beyond general Einstein Generative AI access. Since the Prompt Builder test works, the
template and its
grounding are accessible to the testing user. The issue lies with the agent’s runtime access,
not the
template itself, making this incorrect.
Option C: Ensure the Data Cloud User permission set has been assigned to the Agentforce
Service Agent User.When Knowledge articles are grounded via an Agentforce Data Library,
they are
often ingested into Data Cloud for indexing and retrieval. The Agentforce Service Agent
User, which
runs the agent, needs the "Data Cloud User" permission set (or equivalent) to access Data
Cloud
resources, including the Data Library. If this permission is missing, the agent cannot
retrieve
Knowledge article data during runtime (e.g., in Agent Builder or Experience Cloud), even
though
Prompt Builder (running under a different user context) succeeds. This is a common setup
oversight and
aligns with the symptoms, making it the correct answer.
Why Option C is Correct:The Agentforce Service Agent User’s lack of Data Cloud access
explains the
failure in agent-driven contexts while Prompt Builder (likely run by an admin with broader
permissions)
succeeds. Assigning the "Data Cloud User" permission set resolves this, per Salesforce
documentation.
References:
Salesforce Agentforce Documentation: Data Library Setup > Permissions – Requires Data
Cloud
access for agents.
Trailhead: Ground Your Agentforce Prompts – Notes Data Cloud User permission for
Knowledge
grounding.
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A.
B.
C.
A.
B.
C.
Salesforce Help: Agentforce Security > Agent User Setup – Lists required permission sets.

✅ Verified Correct Answer: C

Question #86
Question #:86
What is the main purpose of Prompt Builder?
A tool for developers to use in Visual Studio Code that creates prompts for Apex
programming,
assisting developers in writing code more efficiently.
A tool that enables companies to create reusable prompts for large language models (LLMs),
bringing
generative AI responses to their flow of work
A tool within Salesforce offering real-time Al-powered suggestions and guidance to users,
Improving
productivity and decision-making.
Answer: B
Explanation
Prompt Builder is designed to help organizations create and configure reusable prompts for
large language
models (LLMs). By integrating
responses into workflows,
enables
generative AI
Prompt Builder
customization of AI prompts that interact with Salesforce data and automate complex
processes. This tool is
especially useful for creating tailored and consistent AI-generated content in various
business contexts,
including customer service and sales.
It is not a tool for
(as in option A).
Apex programming
It is also not limited to real-time suggestions as mentioned in option C. Instead, it provides a
flexible
way for companies to manage and customize how AI-driven responses are generated and
used in their
workflows.
References:
Salesforce Prompt Builder Overview: https://help.salesforce.com/s/articleView?
id=sf.prompt_builder.
htm

✅ Verified Correct Answer: B

Question #96
Question #:96
An Agentforce turned on Einstein Generative AI in Setup. Now, the Agentforce Specialist
would like to
create custom prompt templates in Prompt Builder. However, they cannot access Prompt
Builder in the Setup
menu.
What is causing the problem?
The Prompt Template User permission set was not assigned correctly.
The Prompt Template Manager permission set was not assigned correctly.
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C.
A.
B.
C.
The large language model (LLM) was not configured correctly in Data Cloud.
Answer: B
Explanation
In order to access and create custom prompt templates in
, the Agentforce Specialist must
Prompt Builder
have the
permission set assigned. Without this permission, they will not be able
Prompt Template Manager
to access
in the Setup menu, even though
is enabled.
Prompt Builder
Einstein Generative AI
Option B is correct because the
permission set is required to use
Prompt Template Manager
Prompt
.
Builder
Option A (Prompt Template User permission set) is incorrect because this permission
allows users to
use prompts, but not create or manage them.
Option C (LLM configuration in Data Cloud) is unrelated to the ability to access
.
Prompt Builder
References:
Salesforce Prompt Builder Permissions: https://help.salesforce.com/s/articleView?id=sf.
prompt_builder_permissions.htm

✅ Verified Correct Answer: B

Question #197
Question #:197
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?
Plan Canvas
Agent Settings
Event Logs
Answer: C
Explanation
Comprehensive and Detailed In-Depth Explanation:The Agentforce Specialist needs a
comprehensive
view of user interactions, errors, and action issues for troubleshooting. Let’s evaluate the
options.
Option A: Plan CanvasPlan Canvas in Agent Builder visualizes an agent’s execution plan for a
single
interaction, useful for design but not for aggregated troubleshooting data like errors or all
interactions,
making it incorrect.
Option B: Agent SettingsAgent Settings configure the agent (e.g., topics, channels), not
provide
interaction logs or error details. This is for setup, not analysis, making it incorrect.
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B.
C.
Option C: Event LogsEvent Logs in Agentforce (accessible via Setup or Agent Analytics)
record all
user interactions, including errors, incorrectly triggered actions, and incomplete plans. They
provide
detailed telemetry (e.g., timestamps, action outcomes) for troubleshooting performance
issues, making
this the correct answer.
Why Option C is Correct:Event Logs offer the full scope of interaction data needed for
troubleshooting, as
per Salesforce documentation.
References:
Salesforce Agentforce Documentation: Agent Analytics > Event Logs – Details interaction
and error
logging.
Trailhead: Monitor and Optimize Agentforce Agents – Recommends Event Logs for
troubleshooting.
Salesforce Help: Agentforce Performance – Confirms logs for diagnostics.

✅ Verified Correct Answer: C

Question #72
Question #:72
What is automatically created when a custom search index is created in Data Cloud?
A 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.
Answer: A
Explanation
Comprehensive and Detailed In-Depth Explanation:In Salesforce Data Cloud, a custom
search index is
created to enable efficient retrieval of data (e.g., documents, records) for AI-driven
processes, such as
grounding Agentforce responses. Let’s evaluate the options based on Data Cloud’s
functionality.
Option A: A retriever that shares the name of the custom search index.When a custom
search
index is created in Data Cloud, a corresponding
is automatically generated with the same
retriever
name as the index. This retriever leverages the index to perform contextual searches (e.g.,
vector-based
lookups) and fetch relevant data for AI applications, such as Agentforce prompt templates.
The retriever
is tied to the indexed data and is ready to use without additional configuration, aligning
with Data
Cloud’s streamlined approach to AI integration. This is explicitly documented in Salesforce
resources
and is the correct answer.
Option B: A dynamic retriever to allow runtime selection of retriever parameters without
manual
configuration.While dynamic behavior sounds appealing, there’s no concept of a "dynamic
retriever"
in Data Cloud that adjusts parameters at runtime without configuration. Retrievers are tied
to specific
indexes and operate based on predefined settings established during index creation. This
option is not
supported by official documentation and is incorrect.
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A.
B.
C.
Option C: A predefined Apex retriever class that can be edited by a developer to meet
specific
needs.Data Cloud does not generate Apex classes for retrievers. Retrievers are managed
within the Data
Cloud platform as part of its native AI retrieval system, not as customizable Apex code.
While
developers can extend functionality via Apex for other purposes, this is not an automatic
outcome of
creating a search index, making this option incorrect.
Why Option A is Correct:The automatic creation of a retriever named after the custom
search index is a core
feature of Data Cloud’s search and retrieval system. It ensures seamless integration with AI
tools like
Agentforce by providing a ready-to-use mechanism for data retrieval, as confirmed in
official documentation.
References:
Salesforce Data Cloud Documentation: Custom Search Indexes – States that a retriever is
auto-created
with the same name as the index.
Trailhead: Data Cloud for Agentforce – Explains retriever creation in the context of search
indexes.
Salesforce Help: Set Up Search Indexes in Data Cloud – Confirms the retriever-index
relationship.

✅ Verified Correct Answer: A

Question #75
Question #:75
Universal Containers (UC) configured a new PDF file ingestion in Data Cloud with all the
required fields, and
also created the mapping and the search Index. UC Is now setting up the retriever and
notices a required fleld
is missing.
How should UC resolve this?
Create a new custom Data Cloud object that includes the desired field.
Update the search index to include the desired field.
Modify the retriever's configuration to include the desired field..
Answer: B
Explanation
Why is "Update the search index to include the desired field" the correct answer?
When
for
, all necessary fields must be included in
configuring a retriever in Data Cloud
PDF file ingestion
the
. If a required field is missing, the correct action is to
to ensure it is
search index
update the search index
available for retrieval.
Key Considerations for Fixing Missing Fields in Data Cloud Retrievers:
Search Index Controls Which Fields Are Searchable
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A.
B.
The
which fields are indexed and accessible to the retriever.
search index defines
If a field is missing, it
before it can be queried.
must be added to the index
Ensures Complete and Accurate Data Retrieval
Without indexing, the retriever
in AI responses.
cannot reference the missing field
Updating the index
.
makes the field available for AI-powered retrieval
Supports AI-Grounded Responses
Agentforce relies on
to
in
Retriever-Augmented Generation (RAG)
ground AI responses
.
searchable Data Cloud content
Ensuring
improves AI-generated answer accuracy.
all relevant fields are indexed
Why Not the Other Options?
# A. Create a new custom Data Cloud object that includes the desired field.
Incorrect because the issue is with
, not with Data Cloud object structure.
indexing
The field already exists in Data Cloud; it just needs to be indexed.
# C. Modify the retriever's configuration to include the desired field.
Incorrect because retriever configurations
; they do
only define query rules
not modify the index
.
itself
Updating the
is the required step to
.
search index
ensure the field is retrievable
Agentforce Specialist References
Salesforce AI Specialist Material confirms that search indexing is required for retrievers to
access
.
specific fields in Data Cloud

✅ Verified Correct Answer: B

Question #93
Question #:93
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?
Case, Knowledge, and Case Notes
Case and Knowledge
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C. Case, Case Emails, and Knowledge
Answer: B
Explanation
Universal Containers (UC) is implementing Service AI Grounding to enhance its customer
service operations.
They aim to ensure that AI-generated responses are grounded in the most relevant data
sources and need to
configure the system to include all supported objects for grounding.
Supported Objects for Service AI Grounding:
Case
Knowledge
Case Object:
Role in Grounding: Provides contextual data about customer inquiries, including case
details,
status, and history.
Benefit: Grounding AI responses in case data ensures that the information provided is
relevant to
the specific customer issue being addressed.
Knowledge Object:
Role in Grounding: Contains articles and documentation that offer solutions and
information
related to common issues.
Benefit: Utilizing Knowledge articles helps the AI provide accurate and helpful responses
based
on verified information.
Exclusion of Other Objects:
Case Notes and Case Emails:
Not Supported for Grounding: While useful for internal reference, these objects are not
included in the supported objects for Service AI Grounding.
Reason: They may contain sensitive or unstructured data that is not suitable for AI
grounding purposes.
Why Options A and C are Incorrect:
Option A (Case, Knowledge, and Case Notes):
Case Notes Not Supported: Case Notes are not among the supported objects for grounding
in
Service AI.
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A.
B.
C.
Option C (Case, Case Emails, and Knowledge):
Case Emails Not Supported: Case Emails are also not included in the list of supported
objects
for grounding.
References:
Salesforce Agentforce Specialist Documentation - Service AI Grounding Configuration:
Details
the objects supported for grounding AI responses in Service Cloud.
Salesforce Help - Implementing Service AI Grounding: Provides guidance on setting up
grounding
with Case and Knowledge objects.
Salesforce Trailhead - Enhance Service with AI Grounding: Offers an interactive learning
path on
using AI grounding in service scenarios.

✅ Verified Correct Answer: B

Question #78
Question #:78
An Agentforce has created a copilot custom action using flow as the reference action type.
However, it is not
delivering the expected results to the conversation preview, and therefore needs
troubleshooting.
What should the Agentforce Specialist do to identify the root cause of the problem?
In Copilot Builder within the Dynamic Panel, turn on dynamic debugging to show the inputs
and
outputs.
Copilot Builder within the Dynamic Panel, confirm selected action and observe the values in
Input and
Output sections.
In Copilot Builder, verify the utterance entered by the user and review session event logs
for debug
information.
Answer: A
Explanation
When troubleshooting a
using flow as the reference action type, enabling
copilot custom action
dynamic
within
is the most effective way to identify the root cause. By
debugging
Copilot Builder's Dynamic Panel
turning on dynamic debugging, the Agentforce Specialist can see detailed logs showing both
the inputs and
of the flow, which helps identify where the action might be failing or not delivering the
expected
outputs
results.
Option B, confirming selected actions and observing the Input and Output sections, is useful
for
monitoring flow configuration but does not provide the deep diagnostic details available
with dynamic
debugging.
Option C, verifying the user utterance and reviewing session event logs, could provide
helpful context,
but dynamic debugging is the primary tool for identifying issues with inputs and outputs in
real time.
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A.
B.
C.
A.
B.
C.
Salesforce Agentforce Specialist References:To explore more about dynamic debugging in
Copilot Builder,
see: https://help.salesforce.com/s/articleView?id=sf.copilot_custom_action_debugging.htm

✅ Verified Correct Answer: A

Question #179
Question #:179
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?
Model Builder
App Builder
Copilot Builder
Answer: A
Explanation
To access
, such as a large language model (LLM) hosted on AWS, the
externally-hosted models
Model
in Salesforce is the appropriate tool.
allows teams to integrate and deploy external AI
Builder
Model Builder
models into the Salesforce platform, making it possible to leverage models hosted outside of
Salesforce
infrastructure while still benefiting from the platform's native AI capabilities.
Option B, App Builder, is primarily used to build and configure applications in Salesforce,
not to
integrate AI models.
Option C, Copilot Builder, focuses on building assistant-like tools rather than integrating
external AI
models.
Model Builder enables seamless integration with external systems and models, allowing
Salesforce users to
use external LLMs for generating AI-driven insights and automation.
Salesforce Agentforce Specialist References:For more details, check the Model Builder guide
here:
https://help.salesforce.com/s/articleView?id=sf.model_builder_external_models.htm

✅ Verified Correct Answer: A

Question #193
Question #:193
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?
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 date and
product line.
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C.
A.
B.
Use the default retriever, as it already searches the entire search index and provides broad
coverage.
Answer: C
Explanation
Comprehensive and Detailed In-Depth Explanation:UC’s support assistant uses a Data Cloud
search index
for grounding, but irrelevant results from outdated product versions are an issue. Let’s
evaluate the options.
Option A: Modify the search index to only store documents from the last year and remove
older
records.While limiting the index to recent documents could reduce irrelevant results, this
requires
ongoing maintenance (e.g., purging older data) and risks losing valuable historical context
from past
resolutions. It’s a blunt approach that doesn’t leverage Data Cloud’s filtering capabilities,
making it less
optimal and incorrect.
Option B: Create a custom retriever in Einstein Studio, and apply filters for publication date
and
product line.There’s no "Einstein Studio" in Salesforce—possibly a typo for Agentforce
Studio or Data
Cloud. Custom retrievers can be created in Data Cloud, but this requires advanced
configuration (e.g.,
custom code or Data Cloud APIs) beyond standard Agentforce setup. This is
overcomplicated
compared to native options, making it incorrect.
Option C: Use the default retriever, as it already searches the entire search index and
provides
broad coverage.This option seems misaligned at first glance, as the default retriever’s broad
coverage
is causing the issue. However, the intent (based on typical Salesforce question patterns)
likely implies
using the default retriever with additional configuration. In Data Cloud, the default retriever
searches
the index, but you can apply filters (e.g., publication date, relevance) via the Data Library or
prompt
grounding settings to prioritize current documents. Since the question lacks an explicit
filtering option,
this is interpreted as the closest correct choice with refinement assumed, making it the
answer by
elimination and context.
Why Option C is Correct (with Caveat):The default retriever, when paired with filters
(assumed intent),
allows UC to refine results without custom development. Salesforce documentation
emphasizes refining
retriever scope over rebuilding indexes, though the question’s phrasing is suboptimal.
Option C is selected as
the least incorrect, assuming filter application.
References:
Salesforce Data Cloud Documentation: Search Indexes > Retrievers – Notes filter options for
relevance.
Trailhead: Data Cloud for Agentforce – Covers refining search results.
Salesforce Help: Grounding with Data Cloud – Suggests default retriever with customization.

✅ Verified Correct Answer: C

Question #90
Question #:90
Universal Containers needs its sales reps to be able to only execute prompt templates. What
should the
company use to achieve this requirement?
Prompt Execute Template permission set
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B.
C.
Prompt Template User permission set
Prompt Template Manager permission set
Answer: B
Explanation
Comprehensive and Detailed In-Depth Explanation:Salesforce Agentforce leverages Prompt
Builder, a
powerful tool that allows administrators to create and manage prompt templates, which are
reusable
frameworks for generating AI-driven responses. These templates can be invoked by users to
perform specific
tasks, such as generating sales emails or summarizing records, based on predefined
instructions and grounded
data. In this scenario, Universal Containers wants its sales reps to have the ability to
these
only execute
prompt templates, meaning they should be able to run them but not create, edit, or manage
them.
Let’s break down the options and analyze why B. Prompt Template User permission set is
the correct answer:
Option A: Prompt Execute Template permission setThis option sounds plausible at first
glance because
it includes the phrase "Execute Template," which aligns with the requirement. However,
there is no
specific permission set named "Prompt Execute Template" in Salesforce’s official
documentation for
Prompt Builder or Agentforce. Salesforce typically uses more standardized naming
conventions for
permission sets, and this appears to be a distractor option that doesn’t correspond to an
actual feature.
Permissions in Salesforce are granular, but they are grouped logically under broader
permission sets
rather than hyper-specific ones like this.
Option B: Prompt Template User permission setThis is the correct answer. In Salesforce, the
Prompt
Builder feature, which is integral to Agentforce, includes permission sets designed to
control access to
prompt templates. The "Prompt Template User" permission set is an official Salesforce
permission set
that grants users the ability to
(or invoke) prompt templates without giving them the ability to
execute
create or modify them. This aligns perfectly with the requirement that sales reps should
only execute
prompt templates, not manage them. The Prompt Template User permission set typically
includes
permissions like "Run Prompt Templates," which allows users to trigger templates from
interfaces such
as Lightning record pages or flows, while restricting access to the Prompt Builder setup
area where
templates are designed.
Option C: Prompt Template Manager permission setThis option is incorrect because the
"Prompt
Template Manager" permission set is designed for users who need full administrative
control over
prompt templates. This includes creating, editing, and deleting templates in Prompt Builder,
in addition
to executing them. Since Universal Containers only wants sales reps to execute templates
and not
manage them, this permission set provides more access than required, violating the
principle of least
privilege—a key security best practice in Salesforce.
How It Works in Salesforce
To implement this, an administrator would:
Navigate to Setup > Permission Sets.
Locate or create the "Prompt Template User" permission set (this is a standard permission
set available
with Prompt Builder-enabled orgs).
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A.
B.
C.
Assign this permission set to the sales reps’ profiles or individual user records.
Ensure the prompt templates are configured and exposed (e.g., via Lightning components
like the
Einstein Summary component) on relevant pages, such as Opportunity or Account record
pages, where
sales reps can invoke them.
Why This Matters
By assigning the Prompt Template User permission set, Universal Containers ensures that
sales reps can
leverage AI-driven prompt templates to enhance productivity (e.g., drafting personalized
emails or generating
sales pitches) while maintaining governance over who can modify the templates. This
separation of duties is
critical in a secure Salesforce environment.
References to Official Salesforce Agentforce Specialist Documents
Salesforce Help: Prompt Builder PermissionsThe official Salesforce documentation outlines
permission
sets for Prompt Builder, including "Prompt Template User" for execution-only access and
"Prompt
Template Manager" for full control.
Trailhead: Configure Agentforce for ServiceThis module discusses how permissions are
assigned to
control Agentforce features, including prompt-related capabilities.
Salesforce Ben: Why Prompt Builder Is Vital in an Agentforce World (November 25,
2024)This
resource explains how Prompt Builder integrates with Agentforce and highlights the use of
permission
sets like Prompt Template User to enable end-user functionality.

✅ Verified Correct Answer: B

Question #70
Question #:70
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?
Outbound Omni-Channel Flow
Screen Flow
Prompt Flow
Answer: A
Explanation
Why is Outbound Omni-Channel Flow the Correct Answer?
In Agentforce, when a service agent's conversation needs to be escalated to a human agent
queue, Outbound
is the appropriate tool to facilitate this process.
Omni-Channel Flow
Key Features of Outbound Omni-Channel Flow in Agentforce:
Automates Escalation to a Human Agent Queue
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It ensures that service requests are dynamically routed to the most appropriate human
agent,
based on availability, skills, and predefined business logic.
Seamless Transition from AI to Human Agents
When Einstein Copilot or another AI-powered assistant identifies a case that requires
human
intervention, Omni-Channel Flow automatically routes the conversation.
Ensures Proper Prioritization & Load Balancing
By leveraging Omni-Channel routing rules, the system assigns conversations efficiently,
avoiding
delays in customer service.
Integration with Agentforce and Service Cloud
Works directly with Salesforce Service Cloud to route cases to the appropriate agent queue.
Why Not the Other Options?
# B. Screen Flow
Screen Flow is used for interactive guided processes where users manually enter data in
predefined
steps.
It does not support automated case routing to human agents in real time.
# C. Prompt Flow
Prompt Flow is designed to enhance AI-generated responses and workflows rather than
routing service
agent interactions to human agents.
It lacks Omni-Channel integration, which is necessary for real-time queue management.
Agentforce Specialist References
The importance of using
for routing AI-generated interactions to human agents is
Omni-Channel Flow
supported in the Agentforce Specialist exam objectives and documentation:
Salesforce AI Specialist Material: Covers the importance of Omni-Channel routing for
managing AI
and human agent interactions.
Salesforce Instructions for the Certification: Mentions routing AI-driven cases to human
agents
using automated flows.
Agentforce Tools Documentation: Highlights Omni-Channel capabilities in Service AI.

✅ Verified Correct Answer: A

Question #43
Question #:43
Universal Containers plans to enhance its sales team’s productivity using AI. Which specific
requirement
necessitates the use of Prompt Builder?
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A.
B.
C.
A.
B.
C.
Creating a draft newsletter for an upcoming tradeshow.
Predicting the likelihood of customers churning or discontinuing their relationship with the
company.
Creating an estimated Customer Lifetime Value (CLV) with historical purchase data.
Answer: A
Explanation
Comprehensive and Detailed In-Depth Explanation:UC seeks an AI solution for sales
productivity. Let’s
determine which requirement aligns with Prompt Builder.
Option A: Creating a draft newsletter for an upcoming tradeshow.Prompt Builder excels at
generating text outputs (e.g., newsletters) using Generative AI. UC can create a prompt
template to
draft personalized, context-rich newsletters based on sales data, boosting productivity. This
matches
Prompt Builder’s capabilities, making it the correct answer.
Option B: Predicting the likelihood of customers churning or discontinuing their
relationship
with the company.Churn prediction is a predictive AI task, suited for Einstein Prediction
Builder or
Data Cloud models, not Prompt Builder, which focuses on generative tasks. This is incorrect.
Option C: Creating an estimated Customer Lifetime Value (CLV) with historical purchase
data.
CLV estimation involves predictive analytics, not text generation, and is better handled by
Einstein
Analytics or custom models, not Prompt Builder. This is incorrect.
Why Option A is Correct:Drafting newsletters is a generative task uniquely suited to Prompt
Builder,
enhancing sales productivity as per Salesforce documentation.
References:
Salesforce Agentforce Documentation: Prompt Builder > Use Cases – Lists text generation
like
newsletters.
Trailhead: Build Prompt Templates in Agentforce – Covers productivity-enhancing text
outputs.
Salesforce Help: Generative AI with Prompt Builder – Confirms drafting capabilities.

✅ Verified Correct Answer: A

Question #3
Question #:3
How does Secure Data Retrieval ensure that only authorized users can access necessary
Salesforce data for
dynamic grounding?
Retrieves Salesforce data based on the 'Run As" users permissions.
Retrieves Salesforce data based on the user’s permissions executing the prompt.
Retrieves Salesforces data based on the Prompt template's object permissions.
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A.
B.
C.
Answer: B
Explanation
Secure Data Retrieval enforces Salesforce’s security model by dynamically grounding data
access in the
. This ensures compliance with CRUD (Create, Read, Update,
permissions of the user executing the prompt
Delete) and FLS (Field-Level Security) settings, preventing unauthorized access to sensitive
data. For
example, if a user lacks access to a specific object or field, the AI model cannot retrieve it for
dynamic
grounding.
"Run As" user permissions (A) would bypass user-specific security, posing a compliance
risk.
Prompt template permissions (C) are not a Salesforce security mechanism; access is always
tied to
the user’s profile and sharing settings.

✅ Verified Correct Answer: B

Question #169
Question #:169
Universal Containers (UC) is implementing generative AI and wants to leverage a prompt
template to provide
responses to customers that gives personalized product recommendations to website
visitors based on their
browsing history.
Which initial step should UC take to ensure the chatbot can deliver accurate
recommendations'
Design universal product recommendations.
Write a response scrip for the chatbot.
Collect and analyze browsing data.
Answer: C
Explanation
To enable personalized product recommendations using generative AI, the foundational
step for Universal
Containers (UC) is
(Option C). Personalized recommendations
collecting and analyzing browsing data
depend on understanding user behavior, which requires structured data about their
browsing history. Without
this data, the AI model lacks the context needed to generate relevant suggestions.
Data Collection: UC must first aggregate browsing data (e.g., pages visited, products viewed,
session
duration) to build a dataset that reflects user preferences.
Data Analysis: Analyzing this data identifies patterns (e.g., frequently viewed categories)
that inform
how prompts should be structured to retrieve relevant recommendations.
Grounding in Data: Salesforce’s Prompt Templates rely on grounding data to generate
accurate
outputs. Without analyzing browsing data, the prompt template cannot reference
meaningful insights
for personalization.
Options A and D are incorrect because:
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A.
B.
C.
Universal recommendations (A) ignore personalization, which is the core requirement.
Writing a response script (D) addresses chatbot interaction design, not the accuracy of
recommendations.
References:
Salesforce Agentforce Specialist Certification Guide: Highlights the importance of grounding

prompts in relevant data sources to ensure accuracy.

Trailhead Module: "Einstein for Developers" emphasizes data preparation as a prerequisite
for
effective AI-driven personalization.
Salesforce Help Documentation: Recommends analyzing user behavior data to tailor
generative AI
outputs in commerce use cases.

✅ Verified Correct Answer: C

Question #137
Question #:137
Universal Containers wants to use an external large language model (LLM) in Prompt
Builder.
What should An Agentforce recommend?
Use Apex to connect to an external LLM and ground the prompt.
Use BYO-LLM functionality in Einstein Studio.
Use Flow and External Services to bring data from an external LLM.
Answer: B
Explanation
Bring Your Own Large Language Model (BYO-LLM) functionality in
allows
Einstein Studio
organizations to integrate and use external large language models (LLMs) within the
Salesforce ecosystem.
can leverage this feature to connect and ground prompts with external LLMs, allowing
Universal Containers
for custom AI model use cases and seamless integration with Salesforce data.
Option B is the correct choice as
provides a built-in feature to work with external
Einstein Studio
models.
Option A suggests using Apex, but
functionality offers a more streamlined solution.
BYO-LLM
Option C focuses on
, which is more about data integration and isn't ideal
Flow and External Services
for working with LLMs.
References:
Salesforce Einstein Studio BYO-LLM Documentation:
https://help.salesforce.com/s/articleView?id=sf.
einstein_studio_llm.htm
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A.
B.
C.
A.
B.
C.

✅ Verified Correct Answer: B

Question #118
Question #:118
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?
Service AI Grounding
Work Summaries
Service Replies
Answer: A
Explanation
Service AI Grounding is the solution that
should use to ensure
drafts
Universal Containers
Einstein AI
responses based on a well-defined data source. Service AI Grounding allows the AI model to
be anchored in
specific, relevant data sources, ensuring that any AI-generated responses (e.g., email
replies) are accurate,
relevant, and drawn from up-to-date information, such as
or
.
Knowledge articles
cases
Given that UC has legacy fields and outdated data, Service AI Grounding ensures that only
the valid and
applicable data is used by Einstein AI to craft responses. This helps improve the relevance of
responses and
avoids inaccuracies caused by outdated or irrelevant fields.
Work Summaries and
are useful features but do not address the need for grounding AI
Service Replies
outputs in specific, current data sources like
does.
Service AI Grounding
For more details, you can refer to Salesforce’s
for managing AI-
Service AI Grounding documentation
generated content based on accurate data sources.

✅ Verified Correct Answer: A

Question #71
Question #:71
What is true of Agentforce Testing Center?
Running tests risks modifying CRM data in a production environment.
Running tests does not consume Einstein Requests.
Agentforce Testing Center can only be used in a production environment.
Answer: B
Explanation
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A.
B.
C.
Comprehensive and Detailed In-Depth Explanation:The Agentforce Testing Center is a tool
in Agentforce
Studio for validating agent performance. Let’s evaluate the statements.
Option A: Running tests risks modifying CRM data in a production environment.Agentforce
Testing Center runs synthetic interactions in a controlled environment (e.g., sandbox or
isolated test
space) and doesn’t modify live CRM data. It’s designed for safe pre-deployment testing,
making this
incorrect.
Option B: Running tests does not consume Einstein Requests.Einstein Requests are part of
the usage
quota for Einstein Generative AI features (e.g., prompt executions in production). Testing
Center uses
synthetic data to simulate interactions without invoking live AI calls that count against this
quota.
Salesforce documentation confirms tests don’t consume requests, making this the correct
answer.
Option C: Agentforce Testing Center can only be used in a production environment.Testing
Center is available in both sandbox and production orgs, but it’s primarily used pre-
deployment (e.g., in
sandboxes) to validate agents safely. This restriction is false, making it incorrect.
Why Option B is Correct:Not consuming Einstein Requests is a key feature of Testing Center,
allowing
extensive testing without impacting quotas, as per Salesforce documentation.
References:
Salesforce Agentforce Documentation: Testing Center > Overview – Confirms no request
consumption.
Trailhead: Test Your Agentforce Agents – Notes quota-free testing.
Salesforce Help: Agentforce Testing – Details safe, isolated testing.

✅ Verified Correct Answer: B

Question #115
Question #:115
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?
Call Summaries
Call Explorer
Call Insights
Answer: C
Explanation
To enable Universal Containers' sales team with automatic post-call visibility into mentions
of competitors,
, the Agentforce Specialist should set up
.
analyzes
products, and custom phrases
Call Insights Call Insights
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A.
B.
C.
voice and video calls for key phrases, topics, and mentions, providing insights into critical
aspects of the
conversation. This feature automatically surfaces key details such as competitor mentions,
product
discussions, and custom phrases specified by the sales team.
Call Summaries provide a general overview of the call but do not specifically highlight
keywords or
topics.
Call Explorer is a tool for navigating through call data but does not focus on automatic
insights.
For more information, refer to
regarding the analysis of call
Salesforce's Call Insights documentation
content and extracting actionable information.

✅ Verified Correct Answer: C

Question #184
Question #:184
An Agentforce implements Einstein Sales Emails for a sales team. The team wants to send
personalized
follow-up emails to leads based on their interactions and data stored in Salesforce. The
Agentforce Specialist
needs to configure the system to use the most accurate and up-to-date information for email
generation.
Which grounding technique should the Agentforce Specialist use?
Ground with Apex Merge Fields
Ground with Record Merge Fields
Automatic grounding using Draft with Einstein feature
Answer: C
Explanation
For
to generate personalized follow-up emails, it is crucial to ground the email content
Einstein Sales Emails
with the most up-to-date and accurate information. Grounding refers to connecting the AI
model with real-
time data. The most appropriate technique in this case is
. This method
Ground with Record Merge Fields
ensures that the content in the emails pulls dynamic and accurate data directly from
Salesforce records, such
as lead or contact information, ensuring the follow-up is relevant and customized based on
the specific record.
Record Merge Fields ensure the generated emails are highly personalized using data like
lead name,
company, or other Salesforce fields directly from the records.
Apex Merge Fields are typically more suited for advanced, custom logic-driven scenarios
but are not
the most straightforward for this use case.
Automatic grounding using Draft with Einstein is a different feature where Einstein
automatically
drafts the email, but it does not specifically ground the content with record-specific data
like Record
.
Merge Fields
References:
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A.
B.
C.
Salesforce Einstein Sales Emails Documentation:
https://help.salesforce.com/s/articleView?id=release-
notes.rn_einstein_sales_emails.htm

✅ Verified Correct Answer: C

Question #128
Question #:128
A Salesforce Administrator wants to generate personalized, targeted emails that
incorporate customer
interaction data. The admin wants to leverage large language models (LLMs) to write the
emails, and wants to
reuse templates for different products and customers.
Which solution approach should the admin leverage?
Use sales Email standard templates
Create a t field Generation prompt template type
Create a Sales Email prompt template type.
Answer: C
Explanation
To generate
using LLMs while reusing templates:
personalized emails
Sales Email Prompt Template Type (Option C): Designed specifically for generating dynamic
email
content by combining LLMs with structured templates. It allows admins to define
placeholders (e.g.,
customer name, product details) and reuse templates across scenarios.
Option A: Standard email templates lack LLM integration and dynamic personalization.
Option B: "t field Generation" is not a valid Salesforce prompt template type.
References:
Salesforce Help: Sales Email Prompt Templates
Describes using Sales Email prompt templates to "generate targeted emails using dynamic
data and
LLMs."

✅ Verified Correct Answer: C

Question #194
Question #:194
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?
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A.
B.
C.
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.
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.
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.
Answer: C
Explanation
Context of the Question
Universal Containers (UC) has a strict change management process that requires all
possible
configuration be completed in a sandbox and deployed to Production.
Einstein Generative AI is already enabled in Production, and the “Einstein Work
Summaries”
permission set is already available in Production.
The Agentforce Specialist needs to configure
in the
Work Summaries for Enhanced Messaging
sandbox.
What Can Actually Be Deployed from Sandbox to Production?
Custom Fields: Metadata that is easily created in sandbox and then deployed.
Quick Actions: Also metadata-based and can be deployed from sandbox to production.
Layout Components: Page layout changes (such as adding the Wrap Up component) can be
added to a change set or deployment package.
Why Option C is Correct
No Need to Turn on Einstein in Sandbox for Deployment: Einstein Generative AI is already
enabled in Production; turning it on in the sandbox is typically a manual step if you want to
test,
but that step itself is not “deployable” in the sense of metadata.
Permission Set Assignments (as in Option A) are not deployable metadata. You can deploy
the
Permission Set itself but not the specific user assignments. Since the question specifically
asks
“Which other configuration steps should be taken
that
be deployed to the
in the sandbox
can
production org?”, user assignment is not one of them.
Why Not Option A or B?
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A.
B.
C.
Option A: Mentions creating permission set assignments for agents. This cannot be directly
deployed from sandbox to Production, as permission set assignments are user-specific and
considered “data,” not metadata.
Option B: Mentions “Turn on Einstein.” But Einstein Generative AI is already enabled in
Production. Additionally, “Turning on Einstein” is typically an org-level setting, not a
deployable
metadata item.
ConclusionThe main deployable items you can reliably create and test in a sandbox, and
then migrate
to Production, are:
Custom Fields (Issue, Resolution, Summary).
A Quick Action that updates those fields.
Page Layout Change to include the Wrap Up component.
Therefore,
is correct and focuses on actions that are truly deployable as metadata from a sandbox to
Option C
Production.
Salesforce Agentforce Specialist References & Documents
Salesforce Trailhead: Work Summaries with Einstein GPTProvides an overview of how to
configure Work Summaries, including the need for custom fields, quick actions, and UI
components.
Salesforce Documentation: Deploying Metadata Between OrgsExplains what can and cannot
be
deployed via change sets (e.g., custom fields, page layouts, quick actions vs. user permission
set
assignments).
Salesforce Agentforce Specialist Study GuideOutlines which Einstein Generative AI and
Work
Summaries configurations are deployable as metadata.

✅ Verified Correct Answer: C

Question #74
Question #:74
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?
Enable data masking for sandbox refreshes.
Configure data masking in the Einstein Trust Layer setup.
Add new data masking rules in LLM setup.
Answer: B
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A.
B.
C.
Explanation
When
do not meet organizational privacy and security
Universal Containers' AI data masking rules
standards, the Agentforce Specialist should configure the
rules within the
data masking
Einstein Trust
. The
provides a secure and compliant environment where sensitive data can be
Layer
Einstein Trust Layer
masked or anonymized to adhere to privacy policies and regulations.
Option A, enabling data masking for sandbox refreshes, is related to sandbox environments,
which are
separate from how AI interacts with production data.
Option C, adding masking rules in the LLM setup, is not appropriate because data masking is
managed
through the
, not the LLM configuration.
Einstein Trust Layer
The Einstein Trust Layer allows for more granular control over what data is exposed to the
AI model and
ensures compliance with privacy regulations.
Salesforce Agentforce Specialist References:For more information, refer to:
https://help.salesforce.com/s
/articleView?id=sf.einstein_trust_layer_data_masking.htm

✅ Verified Correct Answer: B

Question #201
Question #:201
Universal Containers is using Agentforce for Sales to find similar opportunities to help close
deals faster. The
team wants to understand the criteria used by the Agent to match opportunities. What is
one criterion that
Agentforce for Sales uses to match similar opportunities?
Matched opportunities have a status of Closed Won from the last 12 months.
Matched opportunities are limited to the same account.
Matched opportunities were created in the last 12 months.
Answer: A
Explanation
Comprehensive and Detailed In-Depth Explanation:UC uses Agentforce for Sales to identify
similar
opportunities, aiding deal closure. Let’s determine a criterion used by the "Find Similar
Opportunities" feature.
Option A: Matched opportunities have a status of Closed Won from the last 12
months.Agentforce
for Sales analyzes historical data to find similar opportunities, prioritizing "Closed Won"
deals as
successful examples. Documentation specifies a 12-month lookback period for relevance,
ensuring
recent, applicable matches. This is a key criterion, making it the correct answer.
Option B: Matched opportunities are limited to the same account.While account context
may factor
in, Agentforce doesn’t restrict matches to the same account—it considers broader patterns
across
opportunities (e.g., industry, deal size). This is too narrow and incorrect.
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A.
B.
C.
Option C: Matched opportunities were created in the last 12 months.Creation date isn’t a
primary
criterion—status (e.g., Closed Won) and recency of closure matter more. This doesn’t align
with
documented behavior, making it incorrect.
Why Option A is Correct:"Closed Won" status within 12 months is a documented criterion
for Agentforce’s
similarity matching, providing actionable insights for deal closure.
References:
Salesforce Agentforce Documentation: Agentforce for Sales > Find Similar Opportunities –
Specifies
Closed Won, 12-month criterion.
Trailhead: Explore Agentforce Sales Agents – Details opportunity matching logic.
Salesforce Help: Sales Features in Agentforce – Confirms historical success focus.

✅ Verified Correct Answer: A

Question #165
Question #:165
Before activating a custom copilot action, An Agentforce would like is to understand
multiple real-world user
utterances to ensure the action being selected appropriately.
Which tool should the Agentforce Specialist recommend?
Model Playground
Agent
Copilot Builder
Answer: C
Explanation
To understand multiple real-world user utterances and ensure the correct action is selected
before activating a
, the recommended tool is
. This tool allows Agentforce Specialists to
custom copilot action
Copilot Builder
design and test conversational actions in response to user inputs, helping ensure the copilot
can accurately
handle different user queries and phrases.
provides the ability to test, refine, and improve
Copilot Builder
actions based on real-world utterances.
Option C is correct as
is designed for configuring and testing conversational actions.
Copilot Builder
Option A (Model Playground) is used for testing models, not user utterances.
Option B (Agent) refers to the conversational interface but isn't the right tool for designing
and testing
actions.
References:
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A.
B.
C.
Salesforce Copilot Builder Overview: https://help.salesforce.com/s/articleView?id=sf.
einstein_copilot_builder.htm

✅ Verified Correct Answer: C

Question #183
Question #:183
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?
Data masking
Dynamic grounding with secure data retrieval
Zero-data retention policy
Answer: B
Explanation
Dynamic grounding with secure data retrieval is a key feature in Salesforce's
, which
Einstein Trust Layer
provides enhanced data protection and ensures that AI-generated outputs are both accurate
and securely
sourced. This feature allows
to be merged into the AI-generated responses, ensuring
relevant Salesforce data
that the AI outputs are contextually aware and aligned with real-time CRM data.
Dynamic grounding means that AI models are dynamically retrieving relevant information
from Salesforce
records (such as customer records, case data, or custom object data) in a secure manner.
This ensures that any
sensitive data is protected during AI processing and that the AI model’s outputs are
trustworthy and reliable
for business use.
The other options are less aligned with the requirement:
Data masking refers to obscuring sensitive data for privacy purposes and is not related to
merging
Salesforce records into prompts.
Zero-data retention policy ensures that AI processes do not store any user data after
processing, but
this does not address the need to merge Salesforce record information into a prompt.
References:
Salesforce Developer Documentation on Einstein Trust Layer
Salesforce Security Documentation for AI and Data Privacy

✅ Verified Correct Answer: B

Question #155
Question #:155
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A.
B.
C.
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?
Agentforce does not have the permission to delete the user's records.
Agentforce Delete Record Action permission is not associated to the user.
Agentforce does not have a standard Delete Record action.
Answer: C
Explanation
Context of the QuestionUniversal Containers (UC) uses Agentforce, a specialized AI-driven
assistant
for Salesforce. A user reports that an Agent is unable to delete recent activities.
Why Agentforce Cannot Delete Records
Agentforce’s Standard Actions: Agentforce typically has predefined or “standard” actions
like
Create, Update, or Summarize records. However, a standard Delete Record action is not part
of
the default set of Agentforce actions.
Implication: If Agentforce has no built-in delete functionality, it cannot remove activities—
even
if the user has permission to delete them in the Salesforce UI.
Why Other Options Are Incorrect
Option A – Permission to Delete the User’s Records: Standard Salesforce user permissions
do
not automatically extend to Agentforce’s capabilities. Even if the user can delete records,
that
doesn’t grant Agentforce a new action.
Option B – Agentforce Delete Record Action Permission: There is no separate “Delete
Record
Action permission” for Agentforce to be toggled. The relevant issue is that the standard
Delete
Record action does not exist within Agentforce out of the box.
ConclusionThe core reason for the issue is that Agentforce does not support a standard
Delete
(Choice C).
Record action
Salesforce Agentforce Specialist References & Documents
Salesforce Official Documentation – Agentforce(Note: Agentforce may be a pilot or
specialized
feature; check pilot release notes or official docs for standard actions.)
Salesforce Agentforce Specialist Study GuideCovers the limitations of certain AI-enabled
features
regarding record operations.

✅ Verified Correct Answer: C

Question #83
Question #:83
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A.
B.
C.
Which object stores the conversation transcript between the customer and the agent?
Messaging End User
Messaging Session
Case
Answer: B
Explanation
Why is "Messaging Session" the correct answer?
In
, the
object stores the
between the
Agentforce
Messaging Session
conversation transcript
customer and
.
the agent
Key Features of the Messaging Session Object:
Stores the Entire Customer-Agent Conversation
The
object maintains a record of the
, including timestamps,
Messaging Session
full chat history
messages, and interactions.
This ensures that past interactions can be referenced during follow-ups.
Supports AI-Powered Work Summaries
Einstein AI uses
to generate
for agents.
Messaging Sessions
summaries of chat interactions
These summaries are stored and accessible for later reference.
Links with Service Cloud for Case Resolution
If a conversation escalates into a
, the
object can be linked to it.
case
Messaging Session
This allows
to review the conversation history
.
support teams
without switching contexts
Why Not the Other Options?
# A. Messaging End User
Incorrect because this object
(e.g., name, contact details) but
stores details about the customer
not
.
the conversation transcript
# C. Case
Incorrect because
but do
Cases store structured service requests
not contain raw conversation
.
transcripts
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B.
C.
Instead, cases may
the Messaging Session object.
reference
Agentforce Specialist References
Salesforce AI Specialist Material confirms that Messaging Sessions store chat conversations
and
.
support Einstein Work Summaries

✅ Verified Correct Answer: B

Question #160
Question #:160
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?
It shows the full text that is sent to the Trust Layer.
It shows the response from the LLM based on the sample record.
It shows which sensitive data is masked before it is sent to the LLM.
Answer: B
Explanation
Comprehensive and Detailed In-Depth Explanation:In Salesforce Agentforce, when
previewing a prompt
template, the interface displays two outputs:
and
. These terms relate to how the prompt
Resolution
Response
is processed and evaluated, particularly in the context of the
, which ensures AI safety,
Einstein Trust Layer
compliance, and auditability. The
specifically refers to the full text that is sent to the Trust
Resolution text
Layer for processing, monitoring, and governance (Option A). This includes the constructed
prompt (with
grounding data, instructions, and variables) as it’s submitted to the large language model
(LLM), along with
any Trust Layer interventions (e.g., masking, filtering) applied before or after LLM
processing. It’s a
comprehensive view of the input/output flow that the Trust Layer captures for auditing and
compliance
purposes.
Option B: The "Response" output in the preview shows the LLM’s generated text based on
the sample
record, not the Resolution. Resolution encompasses more than just the LLM response—it
includes the
entire payload sent to the Trust Layer.
Option C: While the Trust Layer does mask sensitive data (e.g., PII) as part of its guardrails,
the
Resolution text doesn’t specifically isolate "which sensitive data is masked." Instead, it
shows the full
text, including any masked portions, as processed by the Trust Layer—not a separate
masking log.
Option A: This is correct, as Resolution provides a holistic view of the text sent to the Trust
Layer,
aligning with its role in monitoring and auditing the AI interaction.
Thus, Option A accurately describes the purpose of the Resolution text in the prompt
template preview.
References:
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A.
B.
C.
Salesforce Agentforce Documentation: "Preview Prompt Templates" (Salesforce Help:
https://help.
salesforce.com/s/articleView?id=sf.agentforce_prompt_preview.htm&type=5)
Salesforce Einstein Trust Layer Documentation: "Trust Layer Outputs"
(https://help.salesforce.com/s
/articleView?id=sf.einstein_trust_layer.htm&type=5)

✅ Verified Correct Answer: B

Question #160
Question #:160
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?
Add Flex Instructions
Add Prompt Instructions
Add Flow Instructions
Answer: C
Explanation
Context of the Question
Universal Containers (UC) wants to build a Flex prompt template that uses data returned by
a
Flow.
“Flex Prompt Templates” allow admins and Agentforce Specialists to incorporate external
or
dynamic data into generative AI prompts.
Why “Add Flow Instructions” Is Needed
Passing Flow Data into Prompt Templates: When configuring the prompt, you must specify
how data from the running Flow is passed into the Flex template. The designated element
for that
is typically “Flow Instructions,” which map the Flow outputs to the prompt.
Other Options:
Add Flex Instructions: Typically controls how the AI responds or structures the output,
not how to bring Flow data into the template.
Add Prompt Instructions: Usually for static or manual instructions that shape the AI’s
response, rather than referencing dynamic data from the Flow.
Outcome
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A.
B.
C.
“Add Flow Instructions” ensures the prompt can dynamically use the data that the Flow
returns—
making
correct.
Option C
Salesforce Agentforce Specialist References & Documents
Salesforce Help & Training: Using Prompt Templates with FlowExplains how to pass Flow
variables into a prompt template via a specialized step (e.g., “Flow Instructions”).
Salesforce Agentforce Specialist Study GuideOutlines how to configure generative AI
prompts that
reference real-time Flow data.

✅ Verified Correct Answer: C

Question #199
Question #:199
Universal Containers’ service team wants to customize the standard case summary
response from Agentforce.
What should the Agentforce Specialist do to achieve this?
Create a custom Record Summary prompt template for the Case object.
Summarize the Case with a standard Agent action.
Customize the standard Record Summary template for the Case object.
Answer: A
Explanation
Comprehensive and Detailed In-Depth Explanation:UC’s service team seeks to customize the
standard
case summary response provided by Agentforce. Let’s assess the options for tailoring this
output.
Option A: Create a custom Record Summary prompt template for the Case object.In Prompt
Builder, the standard Record Summary prompt template generates summaries for objects
like Case. To
customize it, the Agentforce Specialist can create a new custom prompt template, specifying
the Case
object as the source, and adjust the instructions (e.g., tone, fields included) to meet UC’s
needs. This
new template can then be invoked by an agent or flow, providing a tailored summary. This
approach
offers full control and aligns with Salesforce’s customization process, making it the correct
answer.
Option B: Summarize the Case with a standard Agent action.Standard Agent actions (e.g.,
"Answer
Questions") don’t specifically target case summarization—they’re broader in scope. There’s
no out-of-
the-box "Summarize Case" action that allows customization of the response format, making
this
insufficient and incorrect.
Option C: Customize the standard Record Summary template for the Case object.Standard
prompt templates in Prompt Builder (e.g., Record Summary) are read-only and cannot be
directly
edited. Customization requires cloning or creating a new template, not modifying the
standard one,
making this incorrect.
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A.
B.
C.
Why Option A is Correct:Creating a custom Record Summary prompt template allows full
customization of
the case summary, leveraging Prompt Builder’s flexibility, as per Salesforce best practices.
References:
Salesforce Agentforce Documentation: Prompt Builder > Custom Templates – Details
creating custom
summaries.
Trailhead: Build Prompt Templates in Agentforce – Explains customizing standard outputs.
Salesforce Help: Record Summaries with AI – Recommends custom templates for tailored
results.

✅ Verified Correct Answer: A

Question #142
Question #:142
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?
Create an autolaunched flow and invoke the prompt template using the standard "Prompt
Template"
flow action.
Create a template-triggered prompt flow and invoke the prompt template using the
standard "Prompt
Template" flow action.
Create a screen flow to collect the sales order number and invoke the prompt template
using the
standard "Prompt Template" flow action.
Answer: C
Explanation
Comprehensive and Detailed In-Depth Explanation:Universal Containers (UC) requires a
solution with a
for users to input a sales order number, followed by invoking a custom prompt template to
custom UX
generate and display a summary. Let’s evaluate each option based on this requirement and
Salesforce
Agentforce capabilities.
Option A: Create an autolaunched flow and invoke the prompt template using the standard "
Prompt Template" flow action.An autolaunched flow is a background process that runs
without user
interaction, triggered by events like record updates or platform events. While it can invoke
a prompt
template using the "Prompt Template" flow action (available in Flow Builder to integrate
Agentforce
prompts), it lacks a user interface. Since UC explicitly needs a
for users to enter a sales
custom UX
order number, an autolaunched flow cannot meet this requirement, as it doesn’t provide a
way for users
to input data directly.
Option B: Create a template-triggered prompt flow and invoke the prompt template using
the
standard "Prompt Template" flow action.There’s no such thing as a "template-triggered
prompt
flow" in Salesforce terminology. This appears to be a misnomer or typo in the original
question. Prompt
templates in Agentforce are reusable configurations that define how an AI processes input
data, but they
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A.
B.
C.
are not a type of flow. Flows (like autolaunched or screen flows) can invoke prompt
templates, but
"template-triggered" is not a recognized flow type in Salesforce documentation. This option
is invalid
due to its inaccurate framing.
Option C: Create a screen flow to collect the sales order number and invoke the prompt
template
using the standard "Prompt Template" flow action.A screen flow provides a customizable
user
interface within Salesforce, allowing users to input data (e.g., a sales order number) via
input fields.
The "Prompt Template" flow action, available in Flow Builder, enables integration with
Agentforce by
passing user input (the sales order number) to a custom prompt template. The prompt
template can then
query related data (e.g., sales order header and details) and generate a summary, which can
be displayed
back to the user on a subsequent screen. This solution meets UC’s need for a custom UX and
seamless
integration with Agentforce prompts, making it the best fit.
Why Option C is Correct:Screen flows are ideal for scenarios requiring user interaction and
custom
interfaces, as outlined in Salesforce Flow documentation. The "Prompt Template" flow
action enables
Agentforce’s AI capabilities within the flow, allowing UC to collect the sales order number,
process it via a
prompt template, and display the result—all within a single, user-friendly solution. This
aligns with
Agentforce best practices for integrating AI-driven summaries into user workflows.
References:
Salesforce Help: Flow Builder > Prompt Template Action – Describes how to use the
"Prompt
Template" action in flows to invoke Agentforce prompts.
Trailhead: Build Flows with Prompt Templates – Highlights screen flows for user-driven AI
interactions.
Agentforce Studio Documentation: Prompt Templates – Explains how prompt templates
process input
data for summaries.

✅ Verified Correct Answer: C

Question #174
Question #:174
What does it mean when a prompt template version is described as immutable?
Only the latest version of a template can be activated.
Every modification on a template will be saved as a new version automatically.
Prompt template version is activated; no further changes can be saved to that version.
Answer: C
Explanation
When a prompt template version is
, it means that once the version is
, it cannot be
immutable
activated
edited or modified. This ensures consistency in production environments where changes
could disrupt
workflows.
Option A is incorrect: Any version (not just the latest) can be activated, depending on the
use case.
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A.
B.
C.
Option D is incorrect: Modifications require manually creating a new version; automatic
versioning is
not enforced.
Option C is correct: Activation locks the version, enforcing immutability.
References:
Salesforce Help: Prompt Template Versioning
States that "activated prompt template versions are immutable and cannot be edited."

✅ Verified Correct Answer: C

Question #129
Question #:129
In Model Playground, which hyperparameters of an existing
Salesforce-enabled foundational model can An Agentforce change?
Temperature, Frequency Penalty, Presence Penalty
Temperature, Top-k sampling, Presence Penalty
Temperature, Frequency Penalty, Output Tokens
Answer: A
Explanation
In
, An Agentforce working with a Salesforce-enabled foundational model has control
Model Playground
over specific hyperparameters that can directly affect the behavior of the generative model:
Temperature: Controls the randomness of predictions. A higher temperature leads to more
diverse
outputs, while a lower temperature makes the model's responses more focused and
deterministic.
Frequency Penalty: Reduces the likelihood of the model repeating the same phrases or
outputs
frequently.
Presence Penalty: Encourages the model to introduce new topics in its responses, rather
than sticking
with familiar, previously mentioned content.
These hyperparameters are adjustable to fine-tune the model’s responses, ensuring that it
meets the desired
behavior and use case requirements. Salesforce documentation confirms that these three
are the key tunable
hyperparameters in the Model Playground.
For more details, refer to
guidance from Salesforce’s official
Salesforce AI Model Playground
documentation on foundational model adjustments.

✅ Verified Correct Answer: A

Question #170
Question #:170
How should an organization use the Einstein Trust layer to audit, track, and view masked
data?
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A.
B.
C.
A.
B.
C.
Utilize the audit trail that captures and stores all LLM submitted prompts in Data Cloud.
In Setup, use Prompt Builder to send a prompt to the LLM requesting for the masked data.
Access the audit trail in Setup and export all user-generated prompts.
Answer: A
Explanation
The
is designed to ensure transparency, compliance, and security for organizations
Einstein Trust Layer
leveraging Salesforce’s AI and generative AI capabilities. Specifically, for auditing, tracking,
and viewing
masked data, organizations can utilize:
Audit Trail in Data Cloud: The
captures and stores all prompts submitted to large language
audit trail
models (LLMs), ensuring that sensitive or masked data interactions are logged. This allows
organizations to monitor and audit all AI-generated outputs, ensuring that data handling
complies with
internal and regulatory guidelines. The
provides the infrastructure for managing and
Data Cloud
accessing this audit data.
Why not B? Using
in Setup to send prompts to the LLM is for creating and managing
Prompt Builder
prompts, not for auditing or tracking data. It does not interact directly with the audit trail
functionality.
Why not C? Although the audit trail can be accessed in Setup, the user-generated prompts
are
primarily tracked in the Data Cloud for broader control, auditing, and analysis. Setup is not
the primary
tool for exporting or managing these audit logs.
More information on auditing AI interactions can be found in the
documentation,
Salesforce AI Trust Layer
which outlines how organizations can manage and track generative AI interactions securely.

✅ Verified Correct Answer: A

Question #110
Question #:110
Universal Containers (UC) wants to enable its sales reps to explore opportunities that are
similar to previously
won opportunities by entering the utterance, "Show me other opportunities like this one."
How should UC achieve this with Agents?
Use the standard Agent action.
Create a custom Agent action calling a flow.
Create a custom Agent action calling an Apex class.
Answer: A
Explanation
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B.
C.
Universal Containers can achieve the request to explore similar opportunities by using the
standard Copilot
.
has built-in actions to handle natural language queries, such as “Show me other
opportunities
action Agent
like this one.” The standard action will process the query and return results based on
predefined matching
criteria like opportunity details and past Closed Won deals.
This approach avoids the need to create custom flows or Apex classes, leveraging out-of-
the-box functionality.
For further details, refer to
regarding standard actions and natural language
Agent for Sales documentation
processing.

✅ Verified Correct Answer: A

Question #133
Question #:133
A data scientist needs to view and manage models in Einstein Studio, and also needs to
create prompt
templates in Prompt Builder. Which permission sets should an Agentforce Specialist assign
to the data
scientist?
Prompt Template Manager and Prompt Template User
Data Cloud Admin and Prompt Template Manager
Prompt Template User and Data Cloud Admin
Answer: B
Explanation
Comprehensive and Detailed In-Depth Explanation:The data scientist requires permissions
for Einstein
Studio (model management) and Prompt Builder (template creation). Note: "Einstein
Studio" may be a
misnomer for Data Cloud’s model management or a related tool, but we’ll interpret based
on context. Let’s
evaluate.
Option A: Prompt Template Manager and Prompt Template UserThere’s no distinct "Prompt

Template Manager" or "Prompt Template User" permission set in Salesforce—Prompt

Builder access is
typically via "Einstein Generative AI User" or similar. This option lacks coverage for Einstein
Studio
/Data Cloud, making it incorrect.
Option B: Data Cloud Admin and Prompt Template ManagerThe "Data Cloud Admin"
permission
set grants access to manage models in Data Cloud (assumed as Einstein Studio’s context),
including
viewing and editing AI models. "Prompt Template Manager" isn’t a real set, but Prompt
Builder
creation is covered by "Einstein Generative AI Admin" or similar admin-level access
(assumed intent).
This combination approximates the needs, making it the closest correct answer despite
naming
ambiguity.
Option C: Prompt Template User and Data Cloud Admin"Prompt Template User" isn’t a
standard
set, and user-level access (e.g., Einstein Generative AI User) typically allows execution, not
creation.
The data scientist needs to create templates, so this lacks sufficient Prompt Builder rights,
making it
incorrect.
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B.
C.
Why Option B is Correct (with Caveat):"Data Cloud Admin" covers model management in
Data Cloud
(likely intended as Einstein Studio), and "Prompt Template Manager" is interpreted as
admin-level Prompt
Builder access (e.g., Einstein Generative AI Admin). Despite naming inconsistencies, this fits
the
requirements per Salesforce permissions structure.
References:
Salesforce Data Cloud Documentation: Permissions – Details Data Cloud Admin for models.
Trailhead: Set Up Einstein Generative AI – Covers Prompt Builder admin access.
Salesforce Help: Agentforce Permission Sets – Aligns with admin-level needs.

✅ Verified Correct Answer: B

Question #138
Question #:138
Amid their busy schedules, sales reps at Universal Containers dedicate time to follow up
with prospects and
existing clients via email regarding renewals or new deals. They spend many hours
throughout the week
reviewing past communications and details about their customers before performing their
outreach. Which
standard Agent action helps sales reps draft personalized emails to prospects by generating
text based on
previous successful communications?
Agent Action: Summarize Record
Agent Action: Find Similar Opportunities
Agent Action: Draft or Revise Sales Email
Answer: C
Explanation
Comprehensive and Detailed In-Depth Explanation:UC’s sales reps need an AI action to draft

personalized emails based on past successful communications, reducing manual review

time. Let’s evaluate
the standard Agent actions.
Option A: Agent Action: Summarize Record"Summarize Record" generates a summary of a
record
(e.g., Opportunity, Contact), useful for overviews but not for drafting emails or leveraging
past
communications. This doesn’t meet the requirement, making it incorrect.
Option B: Agent Action: Find Similar Opportunities"Find Similar Opportunities" identifies
past
deals to inform strategy, not to draft emails. It provides data, not text generation, making it
incorrect.
Option C: Agent Action: Draft or Revise Sales EmailThe "Draft or Revise Sales Email" action
in
Agentforce for Sales (sometimes styled as "Draft Sales Email") uses the Atlas Reasoning
Engine to
generate personalized email content. It can analyze past successful communications (e.g.,
via
Opportunity or Contact history) to tailor emails for renewals or deals, saving reps time. This
directly
addresses UC’s need, making it the correct answer.
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B.
C.
Why Option C is Correct:"Draft or Revise Sales Email" is a standard action designed for
personalized email
generation based on historical data, aligning with UC’s productivity goal per Salesforce
documentation.
References:
Salesforce Agentforce Documentation: Agentforce for Sales > Draft Sales Email – Details
email
generation.
Trailhead: Explore Agentforce Sales Agents – Covers email drafting with past data.
Salesforce Help: Sales Features in Agentforce – Confirms personalization capabilities.

✅ Verified Correct Answer: C

Question #156
Question #:156
An administrator wants to check the response of the Flex prompt
template they've built, but the preview button is greyed out.
What is the reason for this?
The records related to the prompt have not been selected.
The prompt has not been saved and activated,
A merge field has not been inserted in the prompt.
Answer: A
Explanation
When the
in a Flex prompt template, it is often because the records related to
preview button is greyed out
the prompt have not been selected. Flex prompt templates pull data dynamically from
Salesforce records, and
if there are no records specified for the prompt, it can't be previewed since there is no
content to generate
based on the template.
Option B, not saving or activating the prompt, would not necessarily cause the preview
button to be
greyed out, but it could prevent proper functionality.
Option C, missing a merge field, would cause issues with the output but would not directly
grey out the
preview button.
Ensuring that the related records are correctly linked is crucial for testing and previewing
how the prompt will
function in real use cases.
Salesforce Agentforce Specialist References:Refer to the documentation on troubleshooting
Flex templates
here: https://help.salesforce.com/s/articleView?
id=sf.flex_prompt_builder_troubleshoot.htm

✅ Verified Correct Answer: A

Question #180
Question #:180
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A.
B.
C.
A.
B.
C.
Which use case is best supported by Salesforce Agent's capabilities?
Bring together a conversational interface for interacting with AI for all Salesforce users,
such as
developers and ecommerce retailers.
Enable Salesforce admin users to create and train custom large language models (LLMs)
using CRM
data.
Enable data scientists to train predictive AI models with historical CRM data using built-in
machine
learning capabilities
Answer: A
Explanation
Salesforce Agent is designed to provide a conversational AI interface that can be utilized by
different types
of Salesforce users, such as developers, sales agents, and retailers. It acts as an
that
AI-powered assistant
facilitates natural interactions with the system, enabling users to perform tasks and access
data easily. This
includes tasks like pulling reports, updating records, and generating personalized responses
in real time.
Option A is correct because
brings a conversational interface that caters to a wide range of users.
Agent
Option B and
are more focused on developing and training AI models, which are not the
Option C
primary functions of
.
Agent
References:
Salesforce Agent Overview: https://help.salesforce.com/s/articleView?
id=einstein_copilot_overview.
htm

✅ Verified Correct Answer: A

Question #66
Question #:66
An Agentforce at Universal Containers is working on a prompt template to generate
personalized emails for
product demonstration requests from customers. It is important for the Al-generated email
to adhere strictly to
the guidelines, using only associated opportunity information, and to encourage the
recipient to take the
desired action.
How should the Agentforce Specialist include these instructions on a new line in the prompt
template?
Surround them with triple quotes (""").
Make sure merged fields are defined.
Use curly brackets {} to encapsulate instructions.
Answer: A
Explanation
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A.
B.
C.
In Salesforce prompt templates, instructions that guide how the Large Language Model
(LLM) should
generate content (in this case, personalized emails) can be included by surrounding the
instruction text with
. This formatting ensures that the LLM adheres to the specific instructions while
triple quotes (""")
generating the email content.
The use of
allows the AI to understand that the enclosed text is a directive for how to approach
triple quotes
the task, such as limiting the content to associated opportunity information or encouraging
a specific action
from the recipient.
Refer to
for detailed instructions on how to structure prompts for
Salesforce Prompt Builder documentation
generative AI.

✅ Verified Correct Answer: A

Question #119
Question #:119
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?
Review that the custom action Is assigned to an Agent.
Review the action Instructions to ensure they are unique.
Ensure the input and output types are correctly chosen.
Answer: B
Explanation
The root cause of users receiving incorrect sales summaries lies in
(Option
non-unique action instructions
B). In Einstein Bots, custom actions are triggered based on how well user utterances align
with the action
defined for each action. If the instructions for the three custom actions overlap or lack
instructions
specificity, the bot’s natural language processing (NLP) cannot reliably distinguish between
them, leading to
mismatched responses.
Steps to Investigate:
Review Action Instructions: Ensure each custom action has distinct, context-specific
instructions. For
example:
Action 1: "Summarize quarterly sales by region."
Action 2: "Generate a product-wise sales breakdown for the current fiscal year."
Action 3: "Provide a comparison of sales performance between online and in-store
channels."
Ambiguous or overlapping instructions (e.g., "Get sales summary") cause confusion.
Test Utterance Matching: Use Einstein Bot’s training tools to validate if user utterances map
to the
correct action. Overlap indicates instruction ambiguity.
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A.
B.
C.
Refine Instructions: Incorporate keywords or phrases unique to each sales summary type to
improve
intent detection.
Why Other Options Are Incorrect:
A. Assigning actions to an agent is irrelevant, as custom actions are automated bot
components.
C. Input/output types relate to data formatting, not intent routing. While important for
execution, they
don’t resolve utterance mismatches.
References:
Einstein Bot Developer Guide: Stresses the need for unique action instructions to avoid
intent
conflicts.
Trailhead Module: "Build AI-Powered Bots with Einstein" highlights instruction specificity
for
accurate action triggering.
Salesforce Help Documentation: Recommends testing and refining action instructions to
ensure
clarity in utterance mapping.

✅ Verified Correct Answer: B

Question #83
Question #:83
Universal Containers has implemented an agent that answers questions based on
Knowledge articles. Which
topic and Agent Action will be shown in the Agent Builder?
General Q&A topic and Knowledge Article Answers action.
General CRM topic and Answers Questions with LLM Action.
General FAQ topic and Answers Questions with Knowledge Action.
Answer: C
Explanation
Comprehensive and Detailed In-Depth Explanation:UC’s agent answers questions using
Knowledge
articles, configured in Agent Builder. Let’s identify the topic and action.
Option A: General Q&A topic and Knowledge Article Answers action."General Q&A" is not a
standard topic name in Agentforce, and "Knowledge Article Answers" isn’t a predefined
action. This
lacks specificity and doesn’t match documentation, making it incorrect.
Option B: General CRM topic and Answers Questions with LLM Action."General CRM" isn’t a
default topic, and "Answers Questions with LLM" suggests raw LLM responses, not
Knowledge-
grounded ones. This doesn’t align with the Knowledge focus, making it incorrect.
Option C: General FAQ topic and Answers Questions with Knowledge Action.In Agent
Builder,
the "General FAQ" topic is a common default or starting point for question-answering
agents. The
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B.
C.
"Answers Questions with Knowledge" action (sometimes styled as "Answer with
Knowledge") is a
prebuilt action that retrieves and grounds responses with Knowledge articles. This matches
UC’s
implementation and is explicitly supported in documentation, making it the correct answer.
Why Option C is Correct:"General FAQ" and "Answers Questions with Knowledge" are the
standard topic-
action pair for Knowledge-based question answering in Agentforce, per Salesforce
resources.
References:
Salesforce Agentforce Documentation: Agent Builder > Actions – Lists "Answers Questions
with
Knowledge."
Trailhead: Build Agents with Agentforce – Describes FAQ topics with Knowledge actions.
Salesforce Help: Knowledge in Agentforce – Confirms this configuration.

✅ Verified Correct Answer: C

Question #161
Question #:161
Universal Containers needs a tool that can analyze voice and video call records to provide
insights on
competitor mentions, coaching opportunities, and other key information. The goal is to
enhance the team's
performance by identifying areas for improvement and competitive intelligence.
Which feature provides insights about competitor mentions and coaching opportunities?
Call Summaries
Einstein Sales Insights
Call Explorer
Answer: C
Explanation
For analyzing voice and video call records to gain insights into competitor mentions,
coaching opportunities,
and other key information,
is the most suitable feature.
, a part of
Call Explorer
Call Explorer
Einstein
, enables sales teams to analyze calls, detect patterns, and identify areas where
Conversation Insights
improvements can be made. It uses natural language processing (NLP) to extract insights,
including
and moments for coaching. These insights are vital for improving sales performance by
competitor mentions
providing a clear understanding of the interactions during calls.
Call Summaries offer a quick overview of a call but do not delve deep into competitor
mentions or
coaching insights.
Einstein Sales Insights focuses more on pipeline and forecasting insights rather than call-
based
analysis.
References:
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A.
B.
C.
Salesforce Einstein Conversation Insights Documentation:
https://help.salesforce.com/s/articleView?
id=einstein_conversation_insights.htm

✅ Verified Correct Answer: C

Question #19
Question #:19
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?
"CRM data to JSON" checkbox must be selected when creating a prompt template.
Apex code can be used to return a JSON formatted merge field.
JSON format should be enabled in Prompt Builder Settings.
Answer: B
Explanation
Context of the Question
Universal Containers (UC) wants to send well-formatted JSON data in a prompt to a large
language model (LLM).
The question is about an important technical or design consideration for including CRM
data as
JSON in that prompt.
Why Apex Code for JSON Formatting?
Apex to Generate JSON: Salesforce does not have a simple “checkbox” or single setting to
“convert CRM data to JSON.” Typically, to structure data as JSON in a template, you either:
Use an Apex class that queries or processes the data, then returns a JSON string.
Use a Flow or formula approach (though complex data structures often require Apex).
No Built-In “Enable JSON Format in Prompt Builder”: Prompt Builder doesn’t have a toggle
that automatically transforms data into JSON.
ConclusionThe practical solution to pass CRM data in JSON format to an LLM is to

use Apex code

(or a specialized Flow approach) to produce a JSON string, which the prompt can then
merge and pass
along. Hence,
is correct.
Option B
Salesforce Agentforce Specialist References & Documents
Salesforce Documentation: Working with JSON in ApexDescribes how to serialize and
deserialize
data using Apex for integration or AI prompts.
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C.
Salesforce Agentforce Specialist Study GuideEmphasizes the need for custom logic (often in
Apex)
when complex data transformations (like JSON formatting) are required.

✅ Verified Correct Answer: B

Question #162
Question #:162
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?
Enable Einstein Conversation Insights, connect a recording provider, assign permission sets,
and
customize insights with up to 25 products.
Enable Einstein Conversation Insights, assign permission sets, define recording managers,
and
customize insights with up to 50 competitor names.
Enable Einstein Conversation Insights, enable sales recording, assign permission sets, and
customize
insights with up to 50 products.
Answer: A
Explanation
Comprehensive and Detailed In-Depth Explanation:UC wants insights into product and
competitor
mentions during sales calls, leveraging Einstein Conversation Insights. Let’s evaluate the
options.
Option A: Enable Einstein Conversation Insights, connect a recording provider, assign
permission sets, and customize insights with up to 25 products.Einstein Conversation
Insights
analyzes call recordings to identify keywords like product and competitor names. Setup
requires
enabling the feature, connecting an external recording provider (e.g., Zoom, Gong),
assigning
permission sets (e.g., Einstein Conversation Insights User), and customizing insights by
defining up to
25 products or competitors to track. Salesforce documentation confirms the 25-item limit
for custom
keywords, making this the correct, precise answer aligning with UC’s needs.
Option B: Enable Einstein Conversation Insights, assign permission sets, define recording
managers, and customize insights with up to 50 competitor names.There’s no "recording
managers"
role in Einstein Conversation Insights setup—integration is with a provider, not a manager
designation.
The limit is 25 keywords (not 50), and the option omits the critical step of connecting a
provider,
making it incorrect.
Option C: Enable Einstein Conversation Insights, enable sales recording, assign permission
sets,
and customize insights with up to 50 products."Enable sales recording" is vague—
Conversation
Insights relies on external providers, not a native Salesforce recording feature. The keyword
limit is 25,
not 50, making this incorrect despite being closer than B.
Why Option A is Correct:Option A accurately reflects the setup process and limits for
Einstein
Conversation Insights, meeting UC’s requirement per Salesforce documentation.
References:
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B.
C.
Salesforce Help: Set Up Einstein Conversation Insights – Details provider connection and
25-keyword
limit.
Trailhead: Einstein Conversation Insights Basics – Covers permissions and customization.
Salesforce Agentforce Documentation: Sales Features – Confirms integration steps.

✅ Verified Correct Answer: A

Question #1
Question #:1
Universal Containers (UC) is tracking web activities in Data Cloud for a unified contact, and
wants to use that
in a prompt template to help extract insights from the data.
Assuming that the Contact object is one of the objects associated with the prompt template,
what is a valid
way for DC to do this?
Call the prompt directly from Data Cloud with a web tracing activity included in the prompt
definition.
Add the activity records as an enrichment related list to the Contact then pass the Contact
into a prompt
template workspace using related list grounding.
Create a prompt template that takes a list of all Data Cloud activity records as input to pass
to the large
language model (LLM).
Answer: B
Explanation
To integrate web activity data from Data Cloud into a prompt template, the correct
approach is to enrich the
and use
(Option B). Here’s
Contact object with the activity records as a related list
related list grounding
why:
Data Cloud Integration: Data Cloud unifies web activity data and associates it with the
unified
Contact record. By adding these activities as a related list to the Contact, the data becomes
accessible to
the prompt template.
Prompt Template Grounding: Salesforce prompt templates support grounding on related
records.
When the Contact is passed to the prompt template, the template can reference the related
web activity
records (via the related list) to extract insights.
Structured Data Handling: This method aligns with Salesforce best practices for grounding,
ensuring
the large language model (LLM) receives structured, context-rich data without
overwhelming it with
raw activity lists.
Why Other Options Are Incorrect:
A. Calling the prompt directly from Data Cloud: Prompt templates are invoked within
Salesforce,
not directly from Data Cloud. Grounding requires associating data with Salesforce objects,
not ad-hoc
web activity inclusion.
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B.
C.
C. Passing a list of activity records as input: While technically possible, this bypasses
Salesforce’s
grounding framework, which relies on object relationships. It also risks exceeding LLM
input limits and
lacks scalability.
References:
Salesforce Data Cloud Implementation Guide: Explains how to enrich standard/custom
objects with
related data for AI use cases.
Prompt Template Documentation: Highlights grounding on related lists to leverage
contextual data
for LLM prompts.
Trailhead Module: "Einstein Prompt Builder Basics" demonstrates grounding techniques
using related
records.

✅ Verified Correct Answer: B

Question #123
Question #:123
Universal Containers wants to allow its service agents to query the current fulfillment status
of an order with
natural language. There is an existing autolaunched flow to query the Information from
Oracle ERP, which is
the system of record for the order fulfillment process.
How should an Agentforce Specialist apply the power of conversational AI to this use case?
Create a custom Agent action which calls a flow.
Configure the Integration Flow Standard Action in Agent Builder.
Create a Flex prompt template in Prompt Builder.
Answer: A
Explanation
Why is "Create a custom Agent action which calls a flow" the correct answer?
In
, the best way to allow service agents to query
from an
Agentforce
order fulfillment status
external
using
is to create a
that invokes an existing
system (Oracle ERP)
natural language
custom Agent action
.
autolaunched flow
Key Considerations for This Approach:
Custom Agent Action Triggers the Flow
A
is designed to call Salesforce
, enabling external system integration.
custom Agent action
flows
The flow retrieves
from
and returns results to the agent.
real-time fulfillment data
Oracle ERP
Enables AI-Powered Query Execution
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B.
C.
The Agent can understand
and
to the correct Agent
natural language
map user utterances
action.
This ensures that agents receive accurate
quickly.
order fulfillment updates
No Need for Manual Data Entry
Instead of manually searching Oracle ERP, agents can query fulfillment status using AI-
powered
.
Agentforce workflows
Why Not the Other Options?
# B. Configure the Integration Flow Standard Action in Agent Builder
Incorrect because
are for
, not
Integration Flow Standard Actions
predefined use cases
custom ERP
.
integrations
They do
needed to connect with Oracle ERP dynamically.
not provide the flexibility
# C. Create a Flex Prompt Template in Prompt Builder
Incorrect because
are used for
, not
Flex prompts
structuring AI-generated responses
executing
.
queries on external systems
This approach does not enable the AI to retrieve
from Oracle ERP.
live fulfillment status
Agentforce Specialist References
Salesforce AI Specialist Material confirms that
allow integration with external
custom Agent actions
systems through Salesforce flows.
Salesforce Instructions for Certification mention that Agentforce supports
for
custom Agent actions
external data retrieval.

✅ Verified Correct Answer: A

Question #126
Question #:126
After creating a foundation model in Einstein Studio, which hyperparameter should An
Agentforce use to
adjust the balance between consistency and randomness of a response?
Presence Penally
Variability
Temperature
Answer: C
Explanation
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B.
C.
The
hyperparameter controls the randomness of model outputs:
Temperature
Low Temperature (e.g., 0.2): More deterministic, consistent responses.
High Temperature (e.g., 1.0): More creative, varied responses.
Presence Penalty (Option A): Discourages repetition of tokens, unrelated to randomness.
Variability (Option B): Not a standard hyperparameter in Einstein Studio.
References:
Einstein Studio Documentation: Model Hyperparameters
Explicitly states "Temperature adjusts the balance between predictable and random
outputs."

✅ Verified Correct Answer: C

Question #172
Question #:172
A Salesforce Agentforce Specialist is reviewing the feedback from a customer about the
ineffectiveness of the
prompt template.
What should the Agentforce Specialist do to ensure the prompt template's effectiveness?
Monitor and refine the template based on user feedback.
Use the Prompt Builder Scorecard to help monitor.
Periodically change the templates grounding object.
Answer: B
Explanation
To address the ineffectiveness of a prompt template reported by a customer, the Salesforce
Agentforce
Specialist should use the
(Option B). This tool is explicitly designed to evaluate
Prompt Builder Scorecard
and monitor prompt templates against key criteria such as relevance, accuracy, safety, and
grounding. By
leveraging the scorecard, the specialist can systematically identify weaknesses in the
template and make data-
driven refinements. While monitoring and refining based on user feedback (Option A) is a
general best
practice, the Prompt Builder Scorecard is Salesforce’s recommended tool for structured
evaluation, aligning
with documented processes for maintaining prompt effectiveness. Changing the grounding
object (Option C)
without proper evaluation is reactive and does not address the root cause.
References:
Salesforce Einstein Agentforce Specialist Certification Guide: Emphasizes using the Prompt
Builder
Scorecard to evaluate prompts and iterate based on results.
Trailhead Module: "Einstein for Developers" highlights the scorecard as a critical tool for
assessing
prompt performance.
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B.
C.
Salesforce Help Documentation: Details the Scorecard’s role in evaluating prompts against
predefined
criteria.

✅ Verified Correct Answer: B

Question #101
Question #:101
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?
Call Explorer operates independently of Salesforce Knowledge, requiring no prior setup.
Custom Call Explorer actions need to be built before it can be configured.
Call Explorer requires the Einstein Conversation Insights permission set to be enabled.
Answer: C
Explanation
Before enabling
, the Salesforce Agentforce Specialist must ensure that the
Call Explorer
Einstein
is assigned to users (Option C). Call Explorer is a feature within
Conversation Insights permission set
Einstein Conversation Insights (ECI) that analyzes meeting recordings to surface trends,
keywords, and
actionable insights.
Key Considerations:
Permission Set Requirement:
Users (including admins) need the
permission set to access and
Einstein Conversation Insights
use Call Explorer. Without this, the feature remains inaccessible.
The permission set grants access to ECI tools, including call transcription, analysis, and
dashboard visibility.
Why Other Options Are Incorrect:
A. Independence from Salesforce Knowledge: While Call Explorer does not rely on
Salesforce
Knowledge, this is irrelevant to the setup prerequisite. The critical dependency is the
permission
set, not Knowledge configuration.
B. Custom Actions: Call Explorer does not require custom actions to be built before
configuration. It is a pre-built analytics tool that works once permissions and data sources
(e.g.,
call recordings) are configured.
References:
Salesforce Einstein Conversation Insights Guide: Explicitly states that the Einstein
Conversation
Insights permission set is required to access Call Explorer.
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B.
C.
Trailhead Module: "Einstein Conversation Insights Basics" outlines permission
prerequisites for
enabling call analytics.
Salesforce Help Documentation: Confirms that Call Explorer functionality is governed by ECI

permissions.

✅ Verified Correct Answer: C

Question #126
Question #:126
Which configuration must An Agentforce complete for users to access generative Al-enabled
fields in the
Salesforce mobile app?
Enable Mobile Generative AI.
Enable Mobile Prompt Responses.
Enable Dynamic Forms on Mobile.
Answer: A
Explanation
Context of the Question
Universal Containers (UC) has generative AI–enabled fields that users can access in the
desktop
experience.
The Agentforce Specialist needs these same fields to be visible and usable in the Salesforce
Mobile App.
Why Dynamic Forms on Mobile?
Dynamic Forms allow you to configure record pages so that fields and sections can appear
or be
hidden based on certain criteria.
When you enable “Dynamic Forms for Mobile,” any generative AI–enabled fields placed on
the
dynamic layout become accessible in the Salesforce mobile experience.
There is no standard Setup option labeled “Enable Mobile Generative AI” or “Enable Mobile
Prompt Responses” as a universal toggle; the existing official approach is to ensure dynamic

forms (and the relevant fields) are supported on mobile.

Conclusion
Ensuring that these AI-driven fields are visible on mobile is accomplished by turning on
and adding those fields to the dynamic layout. Therefore,

Dynamic Forms on Mobile

Option C
is correct.
Salesforce Agentforce Specialist References & Documents
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B.
C.
A.
B.
C.
Salesforce Documentation: Dynamic Forms OverviewExplains how to enable Dynamic
Forms for
both desktop and mobile UIs, allowing newly added fields (including generative AI–enabled
ones) to
display in the Salesforce Mobile App.
Salesforce Agentforce Specialist Study GuideReiterates that to expose generative AI fields or

components in mobile, you must configure dynamic forms and ensure compatibility on
mobile layouts.

✅ Verified Correct Answer: A

Question #109
Question #:109
Universal Containers (UC) is looking to improve its sales team's productivity by providing
real-time insights
and recommendations during customer interactions.
Why should UC consider using Agentforce Sales Agent?
To track customer interactions for future analysis
To automate the entire sales process for maximum efficiency
To streamline the sales process and increase conversion rates
Answer: C
Explanation
Agentforce Sales Agent provides real-time insights and AI-powered recommendations,
which are designed to
and help sales representatives focus on key tasks to
.
streamline the sales process
increase conversion rates
It offers features like lead scoring, opportunity prioritization, and proactive
recommendations, ensuring that
sales teams can interact with customers efficiently and close deals faster.
Option A: While tracking customer interactions is beneficial, it is only part of the broader
capabilities
offered by Agentforce Sales Agent and is not the primary objective for improving real-time
productivity.
Option B: Agentforce Sales Agent does not automate the entire sales process but provides
actionable
recommendations to assist the sales team.
Option C: This aligns with the tool's core purpose of enhancing productivity and driving
sales success.

✅ Verified Correct Answer: C

Question #158
Question #:158
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)?
UC wants to fine-tune model temperature.
UC wants a model fine-tuned using company data.
UC wants to change the frequency penalty of the model.
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B.
C.
Answer: B
Explanation
Einstein Studio (Model Builder) allows organizations to connect and utilize external
foundational models
while fine-tuning them with company-specific data. This capability is particularly suited to
businesses like
Universal Containers (UC) that require customization of foundational models to better align
with their unique
data and use cases.
Option A: Adjusting model temperature is a parameter-level setting for controlling
randomness in AI-
generated responses but does not necessitate connecting to an external foundational model.
Option B: This is the correct answer because Einstein Studio supports fine-tuning external
models with
proprietary company data, enabling a tailored and more accurate AI solution for UC.
Option C: Changing frequency penalties is another parameter-level adjustment and does not
require
external foundational models or Einstein Studio.

✅ Verified Correct Answer: B

Question #170
Question #:170
Universal Containers has an active standard email prompt template that does not fully
deliver on the business
requirements. Which steps should an Agentforce Specialist take to use the content of the
standard prompt
email template in question and customize it to fully meet the business requirements?
Save as New Template and edit as needed.
Clone the existing template and modify as needed.
Save as New Version and edit as needed.
Answer: B
Explanation
Comprehensive and Detailed In-Depth Explanation:Universal Containers (UC) has a
standard email
(likely a prebuilt template provided by Salesforce) that isn’t meeting their needs, and they
prompt template
want to customize it while retaining its original content as a starting point. Let’s assess the
options based on
Agentforce prompt template management practices.
Option A: Save as New Template and edit as needed.In Agentforce Studio’s Prompt Builder,
there’s
no explicit "Save as New Template" option for standard templates. This phrasing suggests
creating a
new template from scratch, but the question specifies using the content of the existing
standard template
. Without a direct "save as" feature for standards, this option is imprecise and less
applicable than
cloning.
Option B: Clone the existing template and modify as needed.Salesforce documentation
confirms
that standard prompt templates (e.g., for email drafting or summarization) can be
in Prompt
cloned
Builder. Cloning creates a custom copy of the standard template, preserving its original
content and
structure while allowing modifications. The Agentforce Specialist can then edit the cloned
template—
adjusting instructions, grounding, or output format—to meet UC’s specific business
requirements. This
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B.
C.
is the recommended approach for customizing standard templates without altering the
original, making
it the correct answer.
Option C: Save as New Version and edit as needed.Prompt Builder supports versioning for
custom
templates, allowing users to save new versions of an existing template to track changes.
However,
standard templates are typically read-only and cannot be versioned directly—versioning
applies to
custom templates after cloning. The question implies starting with the standard template’s
content, so
cloning precedes versioning. This option is a secondary step, not the initial action, making it
incorrect.
Why Option B is Correct:Cloning is the documented method to repurpose a standard
prompt template’s
content while enabling customization. After cloning, the specialist can modify the new
custom template (e.g.,
tweak the email prompt’s tone, structure, or grounding) to align with UC’s requirements.
This preserves the
original standard template and follows Salesforce best practices.
References:
Salesforce Agentforce Documentation: Prompt Builder > Managing Templates – Details
cloning
standard templates for customization.
Trailhead: Build Prompt Templates in Agentforce – Explains how to clone standard
templates to create
editable copies.
Salesforce Help: Customize Standard Prompt Templates – Recommends cloning as the first
step for
modifying prebuilt templates.

✅ Verified Correct Answer: B

Question #183
Question #:183
A data science team has trained an XGBoost classification model for product
recommendations on
Databricks. The Agentforce Specialist is tasked with bringing inferences for product
recommendations from
this model into Data Cloud as a stand-alone data model object (DMO).
How should the Agentforce Specialist set this up?
Create the serving endpoint in Databricks, then configure the model using Model Builder.
Create the serving endpoint in Einstein Studio, then configure the model using Model
Builder.
Create the serving endpoint in Databricks, then configure the model using a Python SDK
connector.
Answer: A
Explanation
To integrate inferences from an XGBoost model into Salesforce's Data Cloud as a stand-
alone Data Model
Object (DMO):
Create the Serving Endpoint in Databricks:
The serving endpoint is necessary to make the trained model available for real-time
inference.
Databricks provides tools to host and expose the model via an endpoint.
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B.
C.
Configure the Model Using Model Builder:
After creating the endpoint, the Agentforce Specialist should configure it within Einstein
Studio's
, which integrates external endpoints with Salesforce Data Cloud for processing
Model Builder
and storing inferences as DMOs.
Option B: Serving endpoints are not created in Einstein Studio; they are set up in external
platforms
like Databricks before integration.
Option C: A Python SDK connector is not used to bring model inferences into Salesforce Data
Cloud;
Model Builder is the correct tool.

✅ Verified Correct Answer: A

Question #113
Question #:113
Universal Containers is very concerned about security compliance and wants to
understand:
Which prompt text is sent to the large language model (LLM)
* How it is masked
* The masked response
What should the Agentforce Specialist recommend?
Ingest the Einstein Shield Event logs into CRM Analytics.
Review the debug logs of the running user.
Enable audit trail in the Einstein Trust Layer.
Answer: C
Explanation
To address
concerns and provide visibility into the
, how
security compliance
prompt text sent to the LLM
it is
, and the
, the Agentforce Specialist should recommend enabling the
masked
masked response
audit trail
. This feature captures and logs the prompts sent to the large language model
in the Einstein Trust Layer
(LLM) along with the masking of sensitive information and the AI's response. This audit
trail ensures full
transparency and compliance with security requirements.
Option A (Einstein Shield Event logs) is focused on system events rather than specific AI
prompt data.
Option B (debug logs) would not provide the necessary insight into AI prompt masking or
responses.
For further details, refer to
about auditing and security
Salesforce's Einstein Trust Layer documentation
measures.

✅ Verified Correct Answer: C

Question #66
Question #:66
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B.
C.
A.
B.
C.
Universal Containers is rolling out a new generative AI initiative.
Which Prompt Builder limitations should the Agentforce Specialist be aware of?
Rich text area fields are only supported in Flex template types.
Creations or updates to the prompt templates are not recorded in the Setup Audit Trail.
Custom objects are supported only for Flex template types.
Answer: C
Explanation
The
in Salesforce has some specific limitations, one of which is that
are
Prompt Builder
custom objects
supported
. This means that users must rely on Flex templates to integrate
only for Flex template types
custom objects into their prompts.
Option A: While rich text area fields have certain restrictions, this does not pertain to the
core
limitation of integrating custom objects.
Option B: Updates and creations for prompt templates are indeed recorded in the Setup
Audit Trail, so
this statement is incorrect.
Option C: This is the correct answer as it reflects a documented limitation of the Prompt
Builder.

✅ Verified Correct Answer: C

Question #179
Question #:179
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?
The permission set group assigned to the Agent User needs to grant access to the Product
Replacement
flow.
The permission set assigned to the Agent User needs Read access to the custom Product
Replacement
object.
The profile assigned to the Agentforce Agent User needs AI training permission to the
custom Product
Replacement object.
Answer: B
Explanation
Why is "Permission Set Read Access" the correct answer?
If an
is unable to assist customers with the
, it
Agentforce Service Agent
new Product Replacement process
is likely due to
.
missing object permissions
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C.
Key Considerations for Object Access in Agentforce:
Custom Objects Require Permission Set Access
The new
must be
to the agent's
.
Product Replacement object
explicitly assigned
permission set
Without
, the agent cannot
with the object.
Read access
view or interact
Ensuring Full Data Access for Agents
In
, the admin should:# Grant
access to the
Setup # Permission Sets
Read
Product Replacement
# Ensure that related fields (e.g.,
) are also accessible
object
status, replacement reason
Aligning AI and Agent Workflows
If Einstein AI is used to
, the agent
into the Product
suggest solutions
must have visibility
Replacement object for
.
context-aware responses
Why Not the Other Options?
# A. The permission set group assigned to the Agent User needs to grant access to the
Product
Replacement flow.
Incorrect because
only
, not
.
flow permissions
control automation access
direct object access
If an agent
, the
.
cannot view the object
flow will not be visible or usable
# C. The profile assigned to the Agentforce Agent User needs AI training permission to the
custom
Product Replacement object.
Incorrect because
relate to
, not
AI training permissions
model learning and improvement
object
.
visibility
Agentforce Specialist References
Salesforce AI Specialist Material confirms that permission sets control object-level access
for
.
Agentforce users

✅ Verified Correct Answer: B

Question #104
Question #:104
An Agentforce wants to use the related lists from an account in a custom prompt template.
What should the Agentforce Specialist consider when configuring the prompt template?
The text encoding (for example, UTF-8, ASCII) option
The maximum number of related list merge fields
The choice between XML and JSON rendering formats for the list
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B.
C.
Answer: B
Explanation
When configuring a
to use related lists, the Agentforce Specialist must be aware of
custom prompt template
the
that can be included. Salesforce enforces limits to ensure
maximum number of related list merge fields
prompt templates perform efficiently and do not overload the system with too much data.
As a best practice,
it's important to monitor and optimize the number of merge fields used.
Option B is correct because there is a limit on how many related list merge fields can be
included in a
prompt template.
Option A (text encoding) and
(XML/JSON rendering) are not key considerations in this
Option C
context.
References:
Salesforce Prompt Builder Documentation: https://help.salesforce.com/s/articleView?
id=sf.
prompt_builder.htm

✅ Verified Correct Answer: B

Question #99
Question #:99
Based on the user utterance, 'Show me all the customers in New York', which standard
Agent action will the
planner service use?
Query Records
Fetch Records
Select Records
Answer: A
Explanation
Why is Query Records the Correct Answer?
In Agentforce, the
is responsible for interpreting user requests and selecting the appropriate
Planner Service
to fulfill them. When a user issues a command like:
,
Copilot Action
"Show me all the customers in New York"
the system must retrieve a list of customers filtered by location.
The
action is designed precisely for this purpose.
Query Records
Key Features of Query Records in Agentforce:
Retrieves Data Based on Specific Field Values
This action fetches Salesforce records that match a set of criteria, such as customers located
in
New York.
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B.
C.
Uses standard or custom object fields (e.g., BillingState = 'New York').
Works with Large Language Models (LLMs) and Copilot Actions
When a user asks for filtered data, Query Records is the default action assigned by the
Planner
Service.
Optimized for Structured Data Retrieval
Ensures AI retrieves relevant CRM records quickly and accurately.
Why Not the Other Options?
# B. Fetch Records
This is
in Einstein Copilot or Agentforce.
not a standard term
No defined Agentforce action exists under this name.
# C. Select Records
Select Records is used to pick records from an
list, not to retrieve them initially.
already presented
If the user had already retrieved records and wanted to refine their selection, Select
Records might be
appropriate.
However, since the user's request is to
, Query Records is the correct action.
retrieve records
Agentforce Specialist References
This information is confirmed from the
and
, where
Salesforce AI Specialist Material
Questions Document
the
action is explicitly defined as the appropriate standard action for retrieving filtered CRM
Query Records
records.

✅ Verified Correct Answer: A

Question #53
Question #:53
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?
Einstein Email Replies
Einstein Service Replies for Email
Einstein Generative Service Replies for Email
Answer: B
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B.
C.
Explanation
For
to offer personalized service experiences and reduce agent handling time
Universal Containers (UC)
using AI-generated responses grounded in the
, the best solution is
Knowledge base
Einstein Service Replies
. This capability leverages AI to automatically generate responses to service-related emails
based on
for Email
historical data and the
, ensuring accuracy and relevance while saving time for service agents.
Knowledge base
Einstein Email Replies (option A) is more suited for sales use cases.
Einstein Generative Service Replies for Email (option C) could be a future offering, but as of
now,
is the correct choice for grounded, knowledge-based responses.
Einstein Service Replies for Email
References:
Einstein Service Replies Overview:

✅ Verified Correct Answer: B

Question #144
Question #:144
Universal Containers (UC) wants to assess Salesforce's generative features but has concerns
over its company
data being exposed to third- party large language models (LLMs). Specifically, UC wants the
following
capabilities to be part of Einstein's generative AI service.
No data is used for LLM training or product improvements by third- party LLMs.
No data is retained outside of UC's Salesforce org.
The data sent cannot be accessed by the LLM provider.
Which property of the Einstein Trust Layer should the Agentforce Specialist highlight to UC
that addresses
these requirements?
Prompt Defense
Zero-Data Retention Policy
Data Masking
Answer: B
Explanation
Universal Containers (UC) has concerns about data privacy when using

Salesforce's generative AI
features, particularly around preventing third-party LLMs from accessing or retaining their
data. The Zero-
in the
is designed to address these concerns by ensuring that:
Data Retention Policy
Einstein Trust Layer
No data is used for training or product improvements by third-party LLMs.
No data is retained outside of the customer's Salesforce organization.
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The LLM provider cannot access any customer data.
This policy aligns perfectly with UC’s requirements for keeping their data safe while
leveraging generative AI
capabilities.
Prompt Defense and
are also security features, but they do not directly address the
Data Masking
concerns related to third-party data access and retention.
References:
Salesforce Einstein Trust Layer Documentation: https://help.salesforce.com/s/articleView?
id=sf.
einstein_trust_layer.htm

✅ Verified Correct Answer: B

Question #123
Question #:123
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?
Select the latest Opportunities related list as a merge field.
Create a flow to retrieve the opportunity information.
Select the Account Opportunity object as a resource when creating the prompt template.
Answer: B
Explanation
Comprehensive and Detailed In-Depth Explanation:In Salesforce Agentforce, a prompt
template designed to
populate a custom field (like "Latest Opportunities Summary" on the Account object)
requires dynamic data
to be fed into the template for AI to generate meaningful output. Here, the task is to gather
data from the three
most recently opened opportunities related to an account. The most robust and flexible way
to achieve this is
by using a
(Option B). Salesforce Flows allow the Agentforce Specialist to define logic to query the
Flow
Opportunity object, filter for the three most recent opportunities (e.g., using a Get Records
element with a sort
by CreatedDate descending and a limit of 3), and pass this data as variables into the prompt
template. This
approach ensures precise control over the data retrieval process and can handle complex
filtering or sorting
requirements.
Option A: Selecting the "latest Opportunities related list as a merge field" is not a valid
option in
Agentforce prompt templates. Merge fields can pull basic field data (e.g., {!Account.Name}),
but they
don’t natively support querying or aggregating related list data like the three most recent
opportunities.
Option C: There is no "Account Opportunity object" in Salesforce; this seems to be a
misnomer
(perhaps implying the Opportunity object or a junction object). Even if interpreted as
selecting the
Opportunity object as a resource, prompt templates don’t directly query related objects
without
additional logic (e.g., a Flow), making this incorrect.
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C.
D.
Option B: Flows integrate seamlessly with prompt templates via dynamic inputs, allowing
the
Specialist to retrieve and structure the exact data needed (e.g., Opportunity Name, Amount,
Close Date)
for the AI to summarize.
Thus, Option B is the correct method to gather the necessary data efficiently and accurately.
References:
Salesforce Agentforce Documentation: "Integrate Flows with Prompt Templates"
(Salesforce Help:
https://help.salesforce.com/s/articleView?
id=sf.agentforce_flow_prompt_integration.htm&type=5)
Trailhead: "Build Flows for Agentforce"
(https://trailhead.salesforce.com/content/learn/modules/flows-
for-agentforce)

✅ Verified Correct Answer: B

Question #146
Question #:146
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 passing in a special custom object that connects the records
temporarily.
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.
Use a Record Snapshot to combine data from unrelated objects into a single prompt.
Answer: C
Explanation
Comprehensive and Detailed In-Depth Explanation:UC needs to incorporate data from
multiple unrelated
objects (standard and custom) into a prompt template for a sales proposal. Let’s evaluate
the options based on
Agentforce capabilities.
Option A: Create a prompt template passing in a special custom object that connects the
records
temporarily.While a custom object could theoretically act as a junction to link unrelated
records, this
approach requires additional setup (e.g., creating the object, populating it with data via
automation), and
there’s no direct mechanism in Prompt Builder to "pass in" such an object to a prompt
template without
grounding or flow support. This is inefficient and not a native feature, making it incorrect.
Option B: Create a prompt template-triggered flow to access the data from standard and
custom
objects.There’s no such thing as a "prompt template-triggered flow" in Salesforce. Flows can
invoke
prompt templates (e.g., via the "Prompt Template" action), but the reverse—triggering a
flow from a
prompt template—is not a standard construct. While a flow could gather data from
unrelated objects
and pass it to a prompt, this option’s terminology is inaccurate, and it’s not the most direct
solution,
making it incorrect.
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B.
C.
Option C: Create a Flex template to add resources with standard and custom objects as
inputs.In
Agentforce’s Prompt Builder, a
(short for Flexible Prompt Template) allows users to
Flex template
define dynamic inputs, including data from multiple Salesforce objects (standard or
custom), even if
they’re unrelated. Resources can be added to the template (e.g., via merge fields or Data
Cloud queries),
enabling the prompt to pull data directly from specified objects without requiring a junction
object or
complex flows. This is ideal for generating a sales proposal using disparate data sources and
aligns with
Salesforce’s documentation on Flex templates, making it the correct answer.
Why Option C is Correct:Flex templates are designed for scenarios requiring flexible data
inputs, allowing
UC to directly reference multiple unrelated objects in the prompt template. This simplifies
the process and
leverages Prompt Builder’s native capabilities, as outlined in Salesforce documentation.
References:
Salesforce Agentforce Documentation: Prompt Builder > Flex Templates – Describes adding
multiple
object resources as inputs.
Trailhead: Build Prompt Templates in Agentforce – Highlights Flex templates for dynamic
data
scenarios.
Salesforce Help: Create Flexible Prompts – Confirms support for standard and custom object
data.

✅ Verified Correct Answer: C

Question #131
Question #:131
An Agentforce is tasked to optimize a business process flow by assigning actions to agents
within the
Salesforce Agentforce Platform.
What is the correct method for the Agentforce Specialist to assign actions to an Agent?
Assign the action to a Topic First in Agent Builder.
Assign the action to a Topic first on the Agent Actions detail page.
Assign the action to a Topic first on Action Builder.
Answer: C
Action Builder is the central place in Salesforce Agentforce where you define and manage
actions that
your AI agents can perform. This includes connecting actions to various tools and systems.
Topics in Agentforce represent the different tasks or intents that an AI agent can handle. By
assigning
an action to a Topic in Action Builder, you're essentially telling the agent, "When you
encounter this
type of request or situation, perform this action."

✅ Verified Correct Answer: C

Question #76
Question #:76
Universal Containers (UC) wants to create a new Sales Email prompt template in Prompt
Builder using the
"Save As" function. However, UC notices that the new template produces different results
compared to the
standard Sales Email prompt due to missing hyperparameters.
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B.
C.
A.
B.
C.
What should UC do to ensure the new prompt template produces results comparable to the
standard Sales
Email prompts?
Use Model Playground to create a model configuration with the specified parameters.
Manually add the hyperparameters to the new template.
Revert to using the standard template without modifications.
Answer: B
Explanation
When
creates a new Sales Email prompt template using the
function,
Universal Containers
"Save As"
missing hyperparameters can result in different outputs. To ensure the new prompt
produces comparable
results to the standard Sales Email prompt, the Agentforce Specialist should manually add
the necessary
to the new template.
hyperparameters
Hyperparameters like
,
, and
directly affect how
Temperature Frequency Penalty
Presence Penalty
the AI generates responses. Ensuring that these are consistent with the standard template
will result in
similar outputs.
Option A (Model Playground) is not necessary here, as it focuses on fine-tuning models, not
adjusting
templates directly.
Option C (Reverting to the standard template) does not solve the issue of customizing the
prompt
template.
For more information, refer to
on configuring hyperparameters in custom
Prompt Builder documentation
templates.

✅ Verified Correct Answer: B

Question #173
Question #:173
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?
Predict customer sentiment toward a promotion message.
Predict customer lifetime value of an account.
Predict most popular products from new product catalog.
Answer: B
Explanation
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B.
C.
For improving
,
is ideal for creating AI-powered models that can
sales operations efficiency Einstein Studio
predict outcomes based on data. One of the most valuable use cases is predicting
,
customer lifetime value
which helps sales teams focus on high-value accounts and make more informed decisions.
Customer lifetime
predictions can optimize strategies around customer retention, cross-selling, and long-term

value (CLV)
engagement.
Option B is the correct choice as predicting customer lifetime value is a well-established use
case for
AI in sales.
Option A (customer sentiment) is typically handled through NLP models, while
 (product
Option C
popularity) is more of a marketing analysis use case.
References:
Salesforce Einstein Studio Use Case Overview: https://help.salesforce.com/s/articleView?
id=sf.
einstein_studio_overview

✅ Verified Correct Answer: B

Question #95
Question #:95
An Agentforce created a custom Agent action, but it is not being picked up by the planner
service in the
correct order.
Which adjustment should the Al Specialist make in the custom Agent action instructions for
the planner
service to work as expected?
Specify the dependent actions with the reference to the action API name.
Specify the profiles or custom permissions allowed to invoke the action.
Specify the LLM model provider and version to be used to invoke the action.
Answer: A
Explanation
When a custom Agent action is not being prioritized correctly by the planner service, the
root cause is often
missing or improperly defined
. The planner service determines the execution order of
action dependencies
actions based on dependencies defined in the action instructions. To resolve this, the
Agentforce Specialist
must
in the custom action’s configuration. This
explicitly specify dependent actions using their API names
ensures the planner understands the sequence in which actions must be executed to meet
business logic
requirements.
Salesforce documentation highlights that dependencies are critical for orchestrating
workflows in Einstein
Bots and Agentforce. For example, if Action B requires data from Action A, Action A’s API
name must be
listed as a dependency in Action B’s instructions. The
states that failing to
Einstein Bot Developer Guide
define dependencies can lead to race conditions or incorrect execution order.
In contrast:
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C.
Profiles or custom permissions (B) control access to the action but do not influence
execution order.
LLM model provider and version (C) determine the AI model used for processing but are
unrelated to
the planner’s sequencing logic.

✅ Verified Correct Answer: A

Question #79
Question #:79
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?
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.
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.
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.
Answer: B
Explanation
Why is "Salesforce Knowledge is not enabled" the correct answer?
If an administrator
in
and
only sees the file upload option
Einstein Data Libraries
cannot configure a
, the most likely reason is that
in the
Salesforce Knowledge base
Salesforce Knowledge is not enabled
organization.
Key Considerations for Einstein Data Libraries:
Salesforce Knowledge Integration is Optional
Einstein Data Libraries can pull knowledge data
.
only if Salesforce Knowledge is enabled
If Knowledge is
, the system will
as the only available
not activated
default to file uploads
option.
How to Fix This Issue?
The administrator should
in
.
enable Salesforce Knowledge
Setup # Knowledge Settings
Once enabled, the option to configure
will become available.
Knowledge-based Data Libraries
Why Not the Other Options?
# A. The current Salesforce org lacks the necessary Einstein for Service permissions
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Incorrect because even without certain permissions, the Knowledge option would still be
visible
.
but greyed out
# C. The administrator is not using Lightning Experience
Incorrect because Einstein Data Libraries
, and
are accessible in both Classic and Lightning
.
Lightning does not control Knowledge base visibility
Agentforce Specialist References
Salesforce AI Specialist Material confirms that Salesforce Knowledge must be enabled for
Data
.
Libraries to use Knowledge as a data source
Salesforce Certification Guide explicitly states that file uploads are the default option if
Knowledge
.
is not available

✅ Verified Correct Answer: B

Question #89
Question #:89
Universal Containers (UC) plans to send one of three different emails to its customers based
on the customer's
lifetime value score and their market segment.
Considering that UC are required to explain why an e-mail was selected, which AI model
should UC use to
achieve this?
Predictive model and generative model
Generative model
Predictive model
Answer: C
Explanation
Universal Containers should use a
to decide which of the three emails to send based on
Predictive model
the customer's
and
. Predictive models analyze data to forecast
lifetime value score
market segment
outcomes, and in this case, it would predict the most appropriate email to send based on
customer attributes.
Additionally, predictive models can provide
to show why a certain email was chosen, which is
explainability
crucial for UC’s requirement to explain the decision-making process.
Generative models are typically used for content creation, not decision-making, and thus
wouldn't be
suitable for this requirement.
Predictive models offer the ability to explain why a particular decision was made, which
aligns with
UC’s needs.
Refer to
for more insights on how predictive models are
Salesforce’s Predictive AI model documentation
used for segmentation and decision making.
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B.
C.

✅ Verified Correct Answer: C

Question #169
Question #:169
Universal Containers has grounded a prompt template with a related list. During user
acceptance testing
(UAT), users are not getting the correct responses. What is causing this issue?
The related list is Read Only.
The related list prompt template option is not enabled.
The related list is not on the parent object’s page layout.
Answer: C
Explanation
Comprehensive and Detailed In-Depth Explanation:UC has grounded a prompt template
with a related list,
but the responses are incorrect during UAT. Grounding with related lists in Agentforce
allows the AI to
access data from child records linked to a parent object. Let’s analyze the options.
Option A: The related list is Read Only.Read-only status (e.g., via field-level security or
sharing
rules) might limit user edits, but it doesn’t inherently prevent the AI from accessing related
list data for
grounding, as long as the running user (or system context) has read access. This is unlikely
to cause
incorrect responses and is not a primary consideration, making it incorrect.
Option B: The related list prompt template option is not enabled.There’s no specific "related
list
prompt template option" toggle in Prompt Builder. When grounding with a Record
Snapshot or Flex
template, related lists are included if properly configured (e.g., via object relationships).
This option
seems to be a misphrasing and doesn’t align with documented settings, making it incorrect.
Option C: The related list is not on the parent object’s page layout.In Agentforce, grounding
with
related lists relies on the related list being defined and accessible in the parent object’s
metadata, often
tied to its presence on the page layout. If the related list isn’t on the layout, the AI might not
recognize
or retrieve its data correctly, leading to incomplete or incorrect responses. Salesforce
documentation
notes that related list data availability can depend on layout configuration, making this a
plausible and
common issue during UAT, and thus the correct answer.
Why Option C is Correct:The absence of the related list from the parent object’s page layout
can disrupt
data retrieval for grounding, leading to incorrect AI responses. This is a known
configuration consideration in
Agentforce setup and testing, as per official guidance.
References:
Salesforce Agentforce Documentation: Grounding with Related Lists – Notes dependency on
page
layout configuration.
Trailhead: Ground Your Agentforce Prompts – Highlights related list setup for accurate
grounding.
Salesforce Help: Troubleshoot Prompt Responses – Lists layout issues as a common
grounding
problem.
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B.
C.

✅ Verified Correct Answer: C

Question #94
Question #:94
An Agentforce wants to include data from the response of external service invocation (REST
API callout) into
the prompt template.
How should the Agentforce Specialist meet this requirement?
Convert the JSON to an XML merge field.
Use External Service Record merge fields.
Use “Add Prompt Instructions” flow element.
Answer: B
Explanation
An Agentforce wants to include data from the response of an external service invocation
(REST API callout)
into a prompt template. The goal is to incorporate dynamic data retrieved from an external
API into the AI-
generated content.
Solution:
Use External Service Record Merge Fields
External Service Integration:
Definition: External Services in Salesforce allow the integration of external REST APIs into
Salesforce without custom code.
Registration: The external service must be registered in Salesforce, defining the API's
schema
and methods.
External Service Record Merge Fields:
Purpose: Enables the inclusion of data from external service responses directly into prompt
templates using merge fields.
Functionality:
Dynamic Data Inclusion: Allows prompt templates to access and use data returned from
REST API callouts.
Merge Fields Syntax: Use merge fields in the prompt template to reference specific data
points from the API response.
Implementation Steps:
Register the External Service:
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to register the REST API in Salesforce.
External Services
Define the API's schema, including methods and data structures.
Create a Named Credential:
Configure authentication and endpoint details for the external API.
Use External Service in Flow:
Build a
that invokes the external service and captures the response.
Flow
Ensure the flow outputs the necessary data for use in the prompt template.
Configure the Prompt Template:
Use
in the prompt template to reference data from the
External Service Record merge fields
flow's output.
Syntax Example: {{flowOutputVariable.fieldName}}
Why Other Options are Less Suitable:
Option A (Convert the JSON to an XML merge field):
Irrelevance: Converting JSON to XML merge fields is unnecessary and complicates the
process.
Unsupported Method: Salesforce prompt templates do not support direct inclusion of XML
merge fields from JSON conversion.
Option C (Use “Add Prompt Instructions” flow element):
Purpose of Add Prompt Instructions:
Allows adding instructions to the prompt within a flow but does not facilitate including
external data.
Limitation: Does not directly help in incorporating external service responses into the
prompt
template.
References:
Salesforce Agentforce Specialist Documentation - Integrating External Services with Prompt

Templates:
Explains how to use External Services and merge fields in prompt templates.
Salesforce Help - Using Merge Fields with External Data:
Provides guidance on referencing external data in templates using merge fields.
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B.
C.
Salesforce Trailhead - External Services and Flow:
Offers a practical understanding of integrating external APIs using External Services and
Flow.
Conclusion:
By using External Service Record merge fields, the Agentforce Specialist can effectively
include data from
external REST API responses into prompt templates, ensuring that the AI-generated content
is enriched with
up-to-date and relevant external data.
 ✅ Verified Correct Answer: B

Question #181
Question #:181
What is the correct process to leverage Prompt Builder in a Salesforce org?
Select the appropriate prompt template type to use, select one of Salesforce's standard
prompts,
determine the object to associate the prompt, select a record to validate against, and
associate the
prompt to an action.
Select the appropriate prompt template type to use, develop the prompt within the prompt
workspace,
select resources to dynamically insert CRM-derived grounding data, pick the model to use,
and test and
validate the generated responses.
Enable the target object for generative prompting, develop the prompt within the prompt
workspace,
select records to fine-tune and ground the response, enable the Trust Layer, and associate
the prompt to
an action.
Answer: B
Explanation
When using
in a Salesforce org, the correct process involves several important steps:
Prompt Builder
Select the appropriate prompt template type based on the use case.
Develop the prompt within the
, where the template is created and customized.
prompt workspace
Select CRM-derived grounding data to be dynamically inserted into the prompt, ensuring
that the AI-
generated responses are based on accurate and relevant data.
Pick the model to use for generating responses, either using Salesforce's built-in models or
custom
ones.
Test and validate the generated responses to ensure accuracy and effectiveness.
Option B is correct as it follows the proper steps for using
.
Prompt Builder
Option A and
do not capture the full process correctly.
Option C
References:
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B.
C.
A.
B.
C.
Salesforce Prompt Builder Documentation: https://help.salesforce.com/s/articleView?
id=sf.
prompt_builder_overview.htm

✅ Verified Correct Answer: B

Question #180
Question #:180
Northern Trail Outfitters (NTO) wants to configure Einstein Trust Layer in its production
org but is unable to
see the option on the Setup page.
After provisioning Data Cloud, which step must an Al Specialist take to make this option
available to NTO?
Turn on Agent.
Turn on Einstein Generative AI.
Turn on Prompt Builder.
Answer: B
Explanation
For Northern Trail Outfitters (NTO) to configure the
, the

Einstein Trust Layer

Einstein Generative AI
feature must be enabled. The Einstein Trust Layer is closely tied to generative AI
capabilities, ensuring that
AI-generated content complies with data privacy, security, and trust standards.
Option A (Turning on Agent) is unrelated to the setup of the Einstein Trust Layer, which
focuses more
on generative AI interactions and data handling.
Option C (Turning on Prompt Builder) is used for configuring and building AI-driven
prompts, but it
does not enable the Einstein Trust Layer.
Salesforce Agentforce Specialist References:For more details on the Einstein Trust Layer
and setup steps:
https://help.salesforce.com/s/articleView?id=sf.einstein_trust_layer_overview.htm

✅ Verified Correct Answer: B

Question #11
Question #:11
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 with the standard Lead object.
Agentforce SDR only works on Opportunities.
Agentforce SDR only supports custom objects associated with Accounts.
Answer: A
Explanation
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B.
C.
Comprehensive and Detailed In-Depth Explanation:Universal Containers (UC) uses a custom
object for
Leads and plans to implement the Agentforce Sales Development Representative (SDR)
Agent. The SDR
Agent is a prebuilt, configurable AI agent designed to assist sales teams by qualifying leads
and scheduling
meetings. Let’s evaluate the options based on its functionality and limitations.
Option A: Agentforce SDR only works with the standard Lead object.Per Salesforce
documentation, the Agentforce SDR Agent is specifically designed to interact with the
standard Lead
in Salesforce. It includes preconfigured logic to qualify leads, update lead statuses, and
schedule
object
meetings, all of which rely on standard Lead fields (e.g., Lead Status, Email, Phone). Since UC
tracks
leads in a custom object, this is a critical consideration—they would need to migrate data to
the
standard Lead object or create a workaround (e.g., mapping custom object data to Leads) to
leverage
the SDR Agent effectively. This limitation is accurate and aligns with the SDR Agent’s out-of-
the-box
capabilities.
Option B: Agentforce SDR only works on Opportunities.The SDR Agent’s primary focus is
lead
qualification and initial engagement, not opportunity management. Opportunities are
handled by other
roles (e.g., Account Executives) and potentially other Agentforce agents (e.g., Sales Agent),
not the
SDR Agent. This option is incorrect, as it misaligns with the SDR Agent’s purpose.
Option C: Agentforce SDR only supports custom objects associated with Accounts.There’s no

evidence in Salesforce documentation that the SDR Agent supports custom objects, even
those related
to Accounts. The SDR Agent is tightly coupled with the standard Lead object and does not
natively
extend to custom objects, regardless of their relationships. This option is incorrect.
Why Option A is Correct:The Agentforce SDR Agent’s reliance on the standard Lead object is
a
documented constraint. UC must consider this when planning implementation, potentially
requiring data
migration or process adjustments to align their custom object with the SDR Agent’s
capabilities. This ensures
the agent can perform its intended functions, such as lead qualification and meeting
scheduling.
References:
Salesforce Agentforce Documentation: SDR Agent Setup – Specifies the SDR Agent’s
dependency on
the standard Lead object.
Trailhead: Explore Agentforce Sales Agents – Describes SDR Agent functionality tied to
Leads.
Salesforce Help: Agentforce Prebuilt Agents – Confirms Lead object requirement for SDR
Agent.

✅ Verified Correct Answer: A

Question #112
Question #:112
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?
Record summary prompt template
Email generation prompt template
Flex prompt template
Answer: C
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C.
Explanation
Comprehensive and Detailed In-Depth Explanation:UC needs an AI solution to suggest
products from a
catalog for its sales team. Let’s assess the prompt template types in Prompt Builder.
Option A: Record summary prompt templateRecord summary templates generate concise
summaries of records (e.g., Case, Opportunity). They’re not designed for product
recommendations,
which require dynamic logic beyond summarization, making this incorrect.
Option B: Email generation prompt templateEmail generation templates craft emails (e.g.,
customer
outreach). While they could mention products, they’re not optimized for standalone
recommendations,
making this incorrect.
Option C: Flex prompt templateFlex prompt templates are versatile, allowing custom inputs
(e.g.,
catalog data from objects or Data Cloud) and instructions (e.g., “Suggest products based on
customer
preferences”). This flexibility suits UC’s need to recommend products dynamically, making
it the
correct answer.
Why Option C is Correct:Flex templates offer the customization needed to suggest products
from a catalog,
aligning with Salesforce’s guidance for tailored AI outputs.
References:
Salesforce Agentforce Documentation: Prompt Builder > Flex Templates – Details dynamic
use cases.
Trailhead: Build Prompt Templates in Agentforce – Covers Flex for custom scenarios.
Salesforce Help: Prompt Template Types – Confirms Flex versatility.

✅ Verified Correct Answer: C

Question #166
Question #:166
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?
That the field chosen must be a rich text field with 255 characters or more.
That the org is set to API version 59 or higher
That the Lightning page layout where the field will reside has been upgraded to Dynamic
Forms
Answer: B
Explanation
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B.
C.
Before creating a
, the Agentforce Specialist must ensure that the
Field Generation prompt template
Salesforce
. This version of the API introduces support for advanced
org is set to API version 59 or higher
generative AI features, such as enabling fields for generative AI outputs. This is a critical
technical
requirement for the Field Generation prompt template to function correctly.
Option A (rich text field requirement) is not necessary for generative AI functionality.
Option C (Dynamic Forms) does not impact the ability of a field to be generative AI-enabled,
although
it might enhance the user interface.
For more information, refer to
and
Salesforce documentation on API versioning
Field Generation
.
templates

✅ Verified Correct Answer: B

Question #185
Question #:185
Universal Containers wants to allow its service agents to query the current fulfillment status
of an order with
natural language. There is an existing auto launched flow to query the information from
Oracle ERP, which is
the system of record for the order fulfillment process.
How should An Agentforce apply the power of conversational AI to this use case?
Create a Flex prompt template in Prompt Builder.
Create a custom copilot action which calls a flow.
Configure the Integration Flow Standard Action in Agent.
Answer: B
Explanation
To enable
service agents to query the current fulfillment status of an order using
Universal Containers
natural language and leverage an existing auto-launched flow that queries Oracle ERP, the
best solution is to
. This action will allow
to interact with the flow and
create a custom copilot action that calls the flow
Agent
retrieve the required order fulfillment information seamlessly. Custom copilot actions can
be tailored to call
various backend systems or flows in response to user requests.
Option B is correct because it enables integration between
and the flow that connects to Oracle
Agent
ERP.
Option A (Flex prompt template) is more suited for static responses and not for invoking
flows.
Option C (Integration Flow Standard Action) is not directly related to creating a specific
copilot action
for this use case.
References:
Salesforce Agent Actions: https://help.salesforce.com/s/articleView?
id=einstein_copilot_actions.htm
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B.
C.
A.
B.
C.

✅ Verified Correct Answer: B

Question #135
Question #:135
An Agentforce wants to ground a new prompt template with the User related list.
What should the Agentforce Specialist consider?
The User related list should have View All access.
The User related list needs to be included on the record page.
The User related list is not supported in prompt templates.
Answer: C
Explanation
Salesforce has restrictions on which objects and related lists can be used for grounding
prompt templates. This
is likely due to security and privacy concerns related to user data.
While it might seem intuitive to use the User related list to provide context to the LLM,
Salesforce prevents
this to ensure that sensitive user information is not inadvertently exposed or misused.
Therefore, the Agentforce Specialist needs to explore alternative ways to incorporate the
necessary user
information into the prompt template, perhaps by using other related objects or fields that
are supported.

✅ Verified Correct Answer: C

Question #189
Question #:189
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 needs to be created under the standard Agent
Knowledge profile.
The Agentforce Service Agent user was not given the Allow View Knowledge permission set.
Answer: C
Explanation
Comprehensive and Detailed In-Depth Explanation:Universal Containers (UC) has deployed
an
Agentforce Service Agent on its website, but it’s failing to provide answers from Salesforce
Knowledge
articles. Let’s troubleshoot the issue.
Option A: The Agentforce Service Agent user is not assigned the correct Agent Type License.
There’s no "Agent Type License" in Salesforce—agent functionality is tied to Agentforce
licenses (e.g.,
Service Agent license) and permissions. Licensing affects feature access broadly, but the
specific issue
of not retrieving Knowledge suggests a permission problem, not a license type, making this
incorrect.
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B.
C.
Option B: The Agentforce Service Agent user needs to be created under the standard Agent
Knowledge profile.No "standard Agent Knowledge profile" exists. The Agentforce Service
Agent runs
under a system user (e.g., "Agentforce Agent User") with a custom profile or permission
sets. Profile
creation isn’t the issue—access permissions are, making this incorrect.
Option C: The Agentforce Service Agent user was not given the Allow View Knowledge
permission set.The Agentforce Service Agent user requires read access to Knowledge
articles to
ground responses. The "Allow View Knowledge" permission (typically via the "Salesforce
Knowledge
User" license or a permission set like "Agentforce Service Permissions") enables this. If
missing, the
agent can’t access Knowledge, even if articles are indexed, causing the reported failure. This
is a
common setup oversight and the likely issue, making it the correct answer.
Why Option C is Correct:Lack of Knowledge access permissions for the Agentforce Service
Agent user
directly prevents retrieval of article content, aligning with the symptoms and Salesforce
security requirements.
References:
Salesforce Agentforce Documentation: Service Agent Setup > Permissions – Requires
Knowledge
access.
Trailhead: Set Up Agentforce Service Agents – Lists "Allow View Knowledge" need.
Salesforce Help: Knowledge in Agentforce – Confirms permission necessity.

✅ Verified Correct Answer: C

Question #145
Question #:145
Universal Containers (UC) is using Einstein Generative AI to generate an account summary.
UC aims to
ensure the content is safe and inclusive, utilizing the Einstein Trust Layer's toxicity scoring
to assess the
content's safety level.
In the score of 1 indicate?
The response is the least toxic Einstein Generative AI Toxicity Scoring system, what does a
toxicity
category.
The response is not toxic.
The response is the most toxic.
Answer: C
Explanation
Einstein Trust Layer’s
categorizes content on a scale of
, where
Toxicity Scoring
0 to 1
1 indicates the
(e.g., harmful, biased, or inappropriate language). This scoring helps organizations
highest level of toxicity
filter unsafe AI-generated content. A score of 1 triggers mitigation actions, such as blocking
the response or
alerting administrators.
A score of 0 would indicate no toxicity (B is incorrect).
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B.
C.
A.
B.
C.
The scoring system does not use "least toxic" as a category (A is misleading).

✅ Verified Correct Answer: C

Question #148
Question #:148
A sales rep at Universal Containers is extremely busy and sometimes will have very long
sales calls on voice
and video calls and might miss key details. They are just starting to adopt new generative AI
features.
Which Einstein Generative AI feature should An Agentforce recommend to help the rep get
the details they
might have missed during a conversation?
Call Summary
Call Explorer
Sales Summary
Answer: A
Explanation
For a sales rep who may miss key details during long sales calls, the Agentforce Specialist
should recommend
the
feature.
uses
to automatically generate a concise
Call Summary
Call Summary
Einstein Generative AI
summary of important points discussed during the call, helping the rep quickly review the
key information
they might have missed.
Call Explorer is designed for manually searching through call data but doesn't summarize.
Sales Summary is focused more on summarizing overall sales activity, not call-specific
content.
For more details, refer to
on how AI-generated summaries can
Salesforce's Call Summary documentation
improve sales rep productivity.

✅ Verified Correct Answer: A

Question #186
Question #:186
Universal Containers (UC) needs to save agents time with AI-generated case summaries. UC
has
implemented the Work Summary feature.
What does Einstein consider when generating a summary?
Generation is grounded with conversation context, Knowledge articles, and cases.
Generation is grounded with existing conversation context only.
Generation is grounded with conversation context and Knowledge articles.
Answer: A
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B.
C.
Explanation
When generating a Work Summary, Einstein leverages multiple sources of information to
provide a
comprehensive and accurate case summary for agents.
Conversation Context:
Einstein analyzes the details of the customer interaction, including chat or email threads, to
extract relevant information for the summary.
Knowledge Articles:
It considers linked Knowledge Articles or articles referred to during the case resolution
process,
ensuring the summary incorporates accurate resolutions or additional resources provided
to the
customer.
Cases:
Einstein also examines historical cases and related case records to ground the summary in
context
from past resolutions or interactions.
Option A is correct as it includes all three: conversation context, Knowledge articles, and
cases.
Option B is incorrect because it limits the grounding to conversation context only, excluding
other
critical elements.
Option C is incorrect because it omits case data, which Einstein considers for more accurate
and
contextually rich summaries.

✅ Verified Correct Answer: A

Question #14
Question #:14
Universal Containers wants to utilize Agentforce for Sales to help sales reps reach their
sales quotas by
providing AI-generated plans containing guidance and steps for closing deals. Which feature
meets this
requirement?
Create Account Plan
Find Similar Deals
Create Close Plan
Answer: C
Explanation
Comprehensive and Detailed In-Depth Explanation:Universal Containers (UC) aims to
leverage
Agentforce for Sales to assist sales reps with AI-generated plans that provide guidance and
steps for closing
deals. Let’s evaluate the options based on Agentforce for Sales features.
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B.
C.
Option A: Create Account PlanWhile account planning is valuable for long-term strategy,
Agentforce
for Sales does not have a specific "Create Account Plan" feature focused on closing
individual deals.
Account plans typically involve broader account-level insights, not deal-specific closure
steps, making
this incorrect for UC’s requirement.
Option B: Find Similar Deals"Find Similar Deals" is not a documented feature in Agentforce
for
Sales. It might imply identifying past deals for reference, but it doesn’t involve generating
plans with
guidance and steps for closing current deals. This option is incorrect and not aligned with
UC’s goal.
Option C: Create Close PlanThe "Create Close Plan" feature in Agentforce for Sales uses AI to

generate a detailed plan with actionable steps and guidance tailored to closing a specific
deal. Powered
by the Atlas Reasoning Engine, it analyzes deal data (e.g., Opportunity records) and
provides reps with
a roadmap to meet quotas. This directly meets UC’s requirement for AI-generated plans
focused on deal
closure, making it the correct answer.
Why Option C is Correct:"Create Close Plan" is a specific Agentforce for Sales capability
designed to help
reps close deals with AI-driven plans, aligning perfectly with UC’s needs as per Salesforce
documentation.
References:
Salesforce Agentforce Documentation: Agentforce for Sales > Create Close Plan – Details AI-
generated close plans.
Trailhead: Explore Agentforce Sales Agents – Highlights close plan generation for sales reps.
Salesforce Help: Sales Features in Agentforce – Confirms focus on deal closure.

✅ Verified Correct Answer: C

Question #188
Question #:188
Universal Containers implemented Agent for its users.
One user complains that Agent is not deleting activities from the past 7 days.
What is the reason for this issue?
Agent Delete Record Action permission is not associated to the user.
Agent does not have the permission to delete the user's records.
Agent does not support the Delete Record action.
Answer: C
Explanation
Agent currently supports various actions like creating and updating records but does not
support the Delete
action. Therefore, the user's request to delete activities from the past 7 days cannot be
fulfilled using
Record
Agent.
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B.
C.
Unsupported Action: The inability to delete records is due to the current limitations of
Agent's
supported actions. It is designed to assist with tasks like data retrieval, creation, and
updates, but for
security and data integrity reasons, it does not facilitate the deletion of records.
User Permissions: Even if the user has the necessary permissions to delete records within
Salesforce,
Agent itself does not have the capability to execute delete operations.
References:
Salesforce Agentforce Specialist Documentation - Agent Supported Actions:
Lists the actions that Agent can perform, noting the absence of delete operations.
Salesforce Help - Limitations of Agent:
Highlights current limitations, including unsupported actions like deleting records.

✅ Verified Correct Answer: C

Question #79
Question #:79
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?
Service AI Grounding only works with Case and Knowledge objects.
Service AI Grounding only supports String and Text Area type fields.
Service AI Grounding visibility works m system mode.
Answer: B
Explanation
Service AI Grounding retrieves data from Salesforce objects to ground AI-generated
responses. Key
considerations:
Field Types: Standard Service AI Grounding supports
and
fields. Custom rich text
String
Text Area
fields (e.g., RichTextArea) are
, making Option B correct.
not supported
Objects: While Service AI Grounding primarily uses
and
objects (Option A), the
Case
Knowledge
limitation here is the field type, not the object.
Visibility: Service AI Grounding respects
and sharing settings unless overridden
user permissions
(Option C is incorrect).
References:
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B.
C.
Salesforce Help: Service AI Grounding Requirements
Explicitly states support for "Text Area and String fields" only.
 ✅ Verified Correct Answer: B

Question #120
Question #:120
What is a valid use case for Data Cloud retrievers?
Returning relevant data from the vector database to augment a prompt.
Grounding data from external websites to augment a prompt with RAG.
Modifying and updating data within the source systems connected to Data Cloud.
Answer: A
Explanation
Comprehensive and Detailed In-Depth Explanation:Salesforce Data Cloud integrates with
Agentforce to
provide real-time, unified data access for AI-driven applications.
are specialized
Data Cloud retrievers
components that fetch relevant data from Data Cloud’s vector database—a storage system
optimized for
semantic search and retrieval—to enhance agent responses or actions. A valid use case, as
described in Option
A, is using these retrievers to return pertinent data (e.g., customer purchase history,
support tickets) from the
vector database to augment a prompt. This process, often part of Retrieval-Augmented
Generation (RAG),
allows the LLM to generate more accurate, context-aware responses by grounding its
output in structured,
searchable data stored in Data Cloud.
Option B: Grounding data from external websites is not a primary function of Data Cloud
retrievers.
While RAG can incorporate external data, Data Cloud retrievers specifically work with data
within
Salesforce’s ecosystem (e.g., the vector database or harmonized data lakes), not arbitrary
external
websites. This makes B incorrect.
Option C: Data Cloud retrievers are read-only mechanisms designed for data retrieval, not
for
modifying or updating source systems. Updates to source systems are handled by other
Salesforce tools
(e.g., Flows or Apex), not retrievers.
Option A is correct because it aligns with the core purpose of Data Cloud retrievers:
enhancing prompts with
relevant, vectorized data from within Salesforce Data Cloud.
References:
Salesforce Data Cloud Documentation: "Data Cloud for Agentforce" (Salesforce Help:
https://help.
salesforce.com/s/articleView?id=sf.data_cloud_agentforce.htm&type=5)
Trailhead: "Data Cloud Basics" module
(https://trailhead.salesforce.com/content/learn/modules/data-
cloud-basics)

✅ Verified Correct Answer: A

Question #148
Question #:148
When creating a custom retriever in Einstein Studio, which step is considered essential?
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B.
C.
Select the search index, specify the associated data model object (DMO) and data space, and
optionally
define filters to narrow search results.
Define the output configuration by specifying the maximum number of results to return,
and map the
output fields that will ground the prompt.
Configure the search index, choose vector or hybrid search, choose the fields for filtering,
the data
space and model, then define the ranking method.
Answer: A
Explanation
Comprehensive and Detailed In-Depth Explanation:In Salesforce’s Einstein Studio (part of
the Agentforce
ecosystem), creating a
involves setting up a mechanism to fetch data for AI prompts or
custom retriever
responses. The
is defining the foundation of the retriever: selecting the
,
essential step
search index
specifying the
, and identifying the
(Option A). These elements
data model object (DMO)
data space
establish where and what the retriever searches:
Search Index: Determines the indexed dataset (e.g., a vector database in Data Cloud) the
retriever
queries.
Data Model Object (DMO): Specifies the object (e.g., Knowledge Articles, Custom Objects)
containing the data to retrieve.
Data Space: Defines the scope or environment (e.g., a specific Data Cloud instance) for the
data.
Filters are noted as optional in Option A, which is accurate—they enhance precision but
aren’t mandatory for
the retriever to function. This step is foundational because without it, the retriever lacks a
target dataset,
rendering it unusable.
Option B: Defining output configuration (e.g., max results, field mapping) is important for
shaping the
retriever’s output, but it’s a secondary step. The retriever must first know where to search
(A) before
output can be configured.
Option C: This option includes advanced configurations (vector/hybrid search, filtering
fields, ranking
method), which are valuable but not essential. A basic retriever can operate without
specifying search
type or ranking, as defaults apply, but it cannot function without a search index, DMO, and
data space.
Option A: This is the minimum required step to create a functional retriever, making it
essential.
Option A is the correct answer as it captures the core, mandatory components of retriever
setup in Einstein
Studio.
References:
Salesforce Agentforce Documentation: "Custom Retrievers in Einstein Studio" (Salesforce
Help:
https://help.salesforce.com/s/articleView?id=sf.einstein_studio_retrievers.htm&type=5)
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A.
B.
C.
Trailhead: "Einstein Studio for Agentforce"
(https://trailhead.salesforce.com/content/learn/modules
/einstein-studio-for-agentforce)

✅ Verified Correct Answer: A

Question #132
Question #:132
Universal Containers deployed the new Agentforce Sales Development Representative
(SDR) Into
production, but sales reps are saying they can't find it. What is causing this issue?
Sales rep users profiles are missing the Allow SDR Agent permission.
Sales rep users do not have access to the SDR Agent object.
Sales rep users are missing the Use SDR Agent permission set.
Answer: C
Explanation
Why is "Sales rep users are missing the Use SDR Agent permission set" the correct answer?
If
are unable to find the
, the most
sales reps
Agentforce Sales Development Representative (SDR) Agent
likely cause is
. The
is required for
missing permissions
"Use SDR Agent" permission set
users to access
in Agentforce.
and interact with the SDR Agent
Key Considerations for This Issue:
Permission Set Restriction
Users
have the
to access
in their
must
"Use SDR Agent" permission set
Agentforce SDR
Salesforce environment.
If they lack this permission, the SDR Agent will not appear in their interface.
Agentforce Role-Based Access Control
Agentforce assigns
based on
.
specific permissions
user roles
Sales reps require explicit permission to access the SDR Agent.
Fixing the Issue
The Salesforce Admin should
to all relevant sales
assign the "Use SDR Agent" permission set
reps.
This is done in
.
Setup # Permission Sets # Assign to Users
Why Not the Other Options?
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A.
B.
C.
# A. Sales rep users' profiles are missing the Allow SDR Agent permission.
Incorrect because
in Agentforce.
"Allow SDR Agent" is not a standard permission setting
Permission
, not profile-level settings.
is granted via permission sets
# B. Sales rep users do not have access to the SDR Agent object.
Incorrect because
in Salesforce.
there is no separate "SDR Agent object"
SDR Agents are
, not standard CRM objects that require object-level access.
AI-driven features
Agentforce Specialist References
Salesforce AI Specialist Material confirms that
to access
users require specific permission sets
Agentforce SDR Agents.
Salesforce Instructions for Certification highlight the role of permission sets in controlling
.
Agentforce access
 ✅ Verified Correct Answer: C

Question #165
Question #:165
An Agentforce is creating a custom action for Agentforce.
Which setting should the Agentforce Specialist test and iterate on to ensure the action
performs as expected?
Action Name
Action Input
Action Instructions
Answer: C
Explanation
When creating a custom action for Einstein Bots in Salesforce (including Agentforce), Action
Instructions
are critical for defining how the bot processes and executes the action. These instructions
guide the bot on the
logic to follow, such as API calls, data transformations, or conditional steps. Testing and
iterating on the
instructions ensures the bot understands how to handle dynamic inputs, external
integrations, and decision-
making.
Salesforce documentation emphasizes that
directly impact the bot’s ability to execute
Action Instructions
workflows accurately. For example, poorly defined instructions may lead to incorrect API
payloads or failure
to parse responses. The
highlights that refining instructions is essential for
Einstein Bot Developer Guide
aligning the bot’s behavior with business requirements.
In contrast:
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B.
C.
Action Name (A) is a static identifier and does not affect functionality.
Action Input (B) defines parameters passed to the action but does not dictate execution
logic.
Thus, iterating on
(C) ensures the action performs as expected.
Action Instructions

✅ Verified Correct Answer: C

Question #162
Question #:162
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?
Model Builder
Agent Builder
Prompt Builder
Answer: C
Explanation
Comprehensive and Detailed In-Depth Explanation:The hotel resort team needs an AI-
generated guest
summary with recommendations, displayed exclusively on the contact record page. Let’s
assess the options.
Option A: Model BuilderModel Builder in Salesforce creates custom predictive AI models
(e.g., for
scoring or classification) using Data Cloud or Einstein Platform data. It’s not designed for
generating
text summaries or embedding them on record pages, making it incorrect.
Option B: Agent BuilderAgent Builder in Agentforce Studio creates autonomous AI agents
for tasks
like lead qualification or customer service. While agents can provide summaries, they
operate in
conversational interfaces (e.g., chat), not as static content on a record page. This doesn’t
meet the
location-specific requirement, making it incorrect.
Option C: Prompt BuilderEinstein Prompt Builder allows creation of prompt templates that
generate
text (e.g., summaries, recommendations) using Generative AI. The template can pull data
from contact
records (e.g., activity preferences) and be embedded as a Lightning component on the
contact record
page via a Flow or Lightning App Builder. This ensures the summary is available only where
specified,
meeting the team’s needs perfectly and making it the correct answer.
Why Option C is Correct:Prompt Builder’s ability to generate contextual summaries and
integrate them into
specific record pages via Lightning components aligns with the team’s requirements, as
supported by
Salesforce documentation.
References:
Salesforce Agentforce Documentation: Prompt Builder > Embedding Prompts – Details
placement on
record pages.
Trailhead: Build Prompt Templates in Agentforce – Covers summaries from object data.
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A.
B.
C.
Salesforce Help: Customize Record Pages with AI – Confirms Prompt Builder integration.

✅ Verified Correct Answer: C

Question #150
Question #:150
What is the main benefit of using a Knowledge article in an Agentforce Data Library?
Only the retriever for Knowledge articles allows for agents to access Knowledge from both
inside the
platform and on a customer's website.
It provides a structured, searchable repository of approved documents so the agent can
retrieve reliable
information for each inquiry..
The retriever for Knowledge articles has better accuracy and performance than the default
retriever.
Answer: B
Explanation
Why is "A structured, searchable repository of approved documents" the correct answer?
Using a
in an
ensures that
reliable
Knowledge Article
Agentforce Data Library
agents can quickly access
and
during customer interactions.
pre-approved information
Key Benefits of Knowledge Articles in an Agentforce Data Library:
Ensures Information Accuracy and Consistency
Knowledge articles provide
, reducing the risk of
approved, well-structured responses
misinformation.
This ensures
across different agents.
customer service consistency
Improves Searchability and AI-Grounded Responses
Articles are
and
by AI-powered search engines.
indexed
retrieved efficiently
AI-generated responses are
, improving response
grounded in accurate, structured knowledge
quality.
Enhances Customer Support and Agent Productivity
Agents spend less time
and more time
.
searching for information
resolving customer inquiries
Einstein AI can
based on conversation context.
suggest the most relevant articles
Why Not the Other Options?
# A. Only the retriever for Knowledge articles allows for agents to access Knowledge from
both inside
the platform and on a customer's website.
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A.
B.
C.
Incorrect because
(e.g., standard Salesforce Data Cloud retrievers)
provide
other retrievers
can also
knowledge access.
Knowledge articles
, not just one specific retriever.
can be accessed via multiple retrieval mechanisms
# C. The retriever for Knowledge articles has better accuracy and performance than the
default
retriever.
Incorrect because
, not the article
retriever accuracy depends on indexing and search configuration
type.
The
works just as efficiently when properly configured.
default retriever
Agentforce Specialist References
Salesforce AI Specialist Material confirms that Knowledge articles provide structured,
searchable,
.
and approved information for AI-grounded responses

✅ Verified Correct Answer: B

Question #108
Question #:108
Universal Containers (UC) recently rolled out Einstein Generative AI capabilities and has
created a custom
prompt to summarize case records. Users have reported that the case summaries generated
are not returning
the appropriate information. What is a possible explanation for the poor prompt
performance?
The prompt template version is incompatible with the chosen LLM.
The data being used for grounding is incorrect or incomplete.
The Einstein Trust Layer is incorrectly configured.
Answer: B
Explanation
Comprehensive and Detailed In-Depth Explanation:UC’s custom prompt for summarizing
case records is
underperforming, and we need to identify a likely cause. Let’s evaluate the options based on
Agentforce and
Einstein Generative AI mechanics.
Option A: The prompt template version is incompatible with the chosen LLM.Prompt
templates in
Agentforce are designed to work with the Atlas Reasoning Engine, which abstracts the
underlying large
language model (LLM). Salesforce manages compatibility between prompt templates and
LLMs, and
there’s no user-facing versioning that directly ties to LLM compatibility. This option is
unlikely and not
a common issue per documentation.
Option B: The data being used for grounding is incorrect or incomplete.Grounding is the
process
of providing context (e.g., case record data) to the AI via prompt templates. If the grounding
data—
sourced from Record Snapshots, Data Cloud, or other integrations—is incorrect (e.g., wrong
fields
mapped) or incomplete (e.g., missing key case details), the summaries will be inaccurate.
For example,
if the prompt relies on Case.Subject but the field is empty or not included, the output will
miss critical
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A.
B.
C.
information. This is a frequent cause of poor performance in generative AI and aligns with
Salesforce
troubleshooting guidance, making it the correct answer.
Option C: The Einstein Trust Layer is incorrectly configured.The Einstein Trust Layer
enforces
guardrails (e.g., toxicity filtering, data masking) to ensure safe and compliant AI outputs.
Misconfiguration might block content or alter tone, but it’s unlikely to cause summaries to
lack
unless specific fields are masked unnecessarily. This is less probable than
appropriate information
grounding issues and not a primary explanation here.
Why Option B is Correct:Incorrect or incomplete grounding data is a well-documented
reason for subpar AI
outputs in Agentforce. It directly affects the quality of case summaries, and specialists are
advised to verify
grounding sources (e.g., field mappings, Data Cloud queries) when troubleshooting, as per
official guidelines.
References:
Salesforce Agentforce Documentation: Prompt Templates > Grounding – Links poor outputs
to
grounding issues.
Trailhead: Troubleshoot Agentforce Prompts – Lists incomplete data as a common problem.
Salesforce Help: Einstein Generative AI > Debugging Prompts – Recommends checking
grounding
data first.

✅ Verified Correct Answer: B

Question #88
Question #:88
Which scenario best demonstrates when an Agentforce Data Library is most useful for
improving an AI agent’
s response accuracy?
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.
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.
When data is being retrieved from Snowflake using zero-copy for vectorization and
retrieval.
Answer: A
Explanation
Comprehensive and Detailed In-Depth Explanation:The Agentforce Data Library enhances
AI accuracy
by grounding responses in curated, indexed data. Let’s assess the scenarios.
Option 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.The Data Library is
designed to
store and index structured content (e.g., Knowledge articles, policy documents) for semantic
search and
grounding. It excels when an agent needs accurate, up-to-date responses from a managed
corpus, like
policy documents, ensuring relevance and reducing hallucinations. This is a prime use case
per
Salesforce documentation, making it the correct answer.
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A.
B.
C.
Option 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.Combining disparate
sources is
more suited to Data Cloud’s ingestion and harmonization capabilities, not the Data Library,
which
focuses on indexed content retrieval. This scenario is less aligned, making it incorrect.
Option C: When data is being retrieved from Snowflake using zero-copy for vectorization
and
retrieval.Zero-copy integration with Snowflake is a Data Cloud feature, but the Data Library
isn’t
specifically tied to this process—it’s about indexed libraries, not direct external retrieval.
This is a
different context, making it incorrect.
Why Option A is Correct:The Data Library shines in curated, indexed content scenarios like
policy
documents, improving agent accuracy, as per Salesforce guidelines.
References:
Salesforce Agentforce Documentation: Data Library > Use Cases – Highlights curated
content
grounding.
Trailhead: Ground Your Agentforce Prompts – Describes Data Library accuracy benefits.
Salesforce Help: Agentforce Data Library – Confirms policy document scenario.

✅ Verified Correct Answer: A

Question #73
Question #:73
What is an appropriate use case for leveraging Agentforce Sales Agent in a sales context?
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.
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.
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.
Answer: A
Explanation
Agentforce Sales Agent is designed to let sales teams perform tasks via
,
natural language commands
leveraging Salesforce data while adhering to policies. For example, agents can ask the AI to
"update the
opportunity stage to Closed Won" or "generate a quote," with the system enforcing
validations and data
security. This use case aligns with Salesforce’s vision of conversational AI streamlining
workflows without
compromising compliance.
Step-by-step guides (B) are typically handled by tools like Dynamic Forms or Guided Selling,
not
Agentforce.
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A.
B.
C.
Logging messages/emails (C) is managed by Email-to-Case or Service Cloud, not a sales-
specific AI
agent.

✅ Verified Correct Answer: A

Question #198
Question #:198
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?
Invoke a flow which makes a call to external data to create a Knowledge article.
Execute tasks based on available actions, answering questions using information from
accessible
Knowledge articles.
Generate Knowledge article based off the prompts that the agent enters to create steps to
cancel flights.
Answer: B
Explanation
Comprehensive and Detailed In-Depth Explanation:The scenario involves a customer
service representative
needing to cancel flights due to a weather alert and review existing Knowledge articles for
guidance on
canceling and rebooking. Agentforce provides capabilities to streamline such tasks. The
most suitable option
is
, which allows the agent to "execute tasks based on available actions" (e.g., canceling flights
via a
Option B
predefined action) while "answering questions using information from accessible
Knowledge articles." This
capability leverages Agentforce’s ability to integrate Knowledge articles into the agent’s
responses, enabling
the representative to ask questions (e.g., “How do I cancel a flight?”) and receive AI-
generated answers
grounded in approved Knowledge content. Simultaneously, the agent can trigger actions
(e.g., a Flow to
update the custom object) to perform the cancellations, meeting all requirements efficiently.
Option A: Invoking a Flow to call external data and create a Knowledge article is
unnecessary. The
representative needs to
, not create new ones, and there’s no indication external
review existing articles
data is required for this task.
Option B: This is correct. It combines task execution (canceling flights) with Knowledge
article
retrieval, aligning with the representative’s need to act and seek guidance from existing
content.
Option C: Generating a new Knowledge article based on prompts is not relevant. The
representative
needs to use existing articles, not author new ones, especially in a time-sensitive weather
alert scenario.
Option B best supports the representative’s workflow in Agentforce.
References:
Salesforce Agentforce Documentation: "Knowledge Replies and Actions" (Salesforce Help:
https://help.
salesforce.com/s/articleView?id=sf.agentforce_knowledge_replies.htm&type=5)
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A.
B.
C.
Trailhead: "Agentforce for Service"
(https://trailhead.salesforce.com/content/learn/modules/agentforce-
for-service)

✅ Verified Correct Answer: B

Question #137
Question #:137
Universal Containers has a new AI project.
What should An Agentforce consider when adding a related list on the Account object to be
used in the
prompt template?
After selecting a related list from the Account, use the field picker to choose merge fields in
Prompt
Builder.
Prompt Builder must be used to assign the fields from the related list as a JSON format.
The fields for the related list are based on the default page layout of the Account for the
current user.
Answer: A
Explanation
Context of the QuestionUniversal Containers (UC) wants to include details from a related list
on the
Account object in a prompt template. This is typically done via Prompt Builder in
Salesforce’s
generative AI setup.
Prompt Builder Behavior
Selecting a Related List: Within Prompt Builder, you can navigate to the object (Account)
and
choose which related list (e.g., Contacts, Opportunities) you want to reference.
Field Picker: Once a related list is chosen, Prompt Builder provides a field picker interface,
allowing you to select specific fields from that related list. These fields then become
available for
merge fields or dynamic insertion within your prompt.
Why Option A is Correct
Direct Alignment with the Standard Process: The recommended approach in Salesforce’s
documentation is to select a related list and then use the field picker to add the necessary
fields
into your AI prompt. This ensures the prompt has exactly the data you need from that
related list.
Why Not Option B (JSON Formatting)
No Mandatory JSON Requirement: Although you can structure data as JSON if you desire
advanced formatting, Prompt Builder does not require you to manually assign the fields
from the
related list in JSON. The platform automatically handles how the data is passed along in the
background.
Why Not Option C (Default Page Layout)
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A.
B.
C.
Independent of Page Layout: Prompt Builder does not rely strictly on the default page
layout
for fields. You can configure the fields you want from the related list, independent of how
the
user’s page layout is set up in the UI.
ConclusionSince the official Salesforce approach involves selecting a related list and then
using the
field picker to insert merge fields,
is the correct and verified answer.
Option A
Salesforce Agentforce Specialist References & Documents
Salesforce Official Documentation: Prompt Builder BasicsExplains how to reference objects
and
related lists when building AI prompts.
Salesforce Trailhead: Get Started with Prompt BuilderProvides hands-on exercises
demonstrating
how to pick fields from related objects or lists.
Salesforce Agentforce Specialist Study GuideOutlines best practices for referencing related
records
and fields in generative AI prompts.

✅ Verified Correct Answer: A

Question #171
Question #:171
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?
Include multiple-choice questions within the prompt to test the LLM’s understanding of the
context.
Ask it to role-play as a character in the prompt template to provide more context to the
LLM.
Train LLM with data using different writing styles including word choice, intensifiers,
emojis, and
punctuation.
Answer: B
Explanation
Comprehensive and Detailed In-Depth Explanation:UC is using Prompt Builder with
standard foundation
models (e.g., via Atlas Reasoning Engine). Let’s assess best practices for prompt design.
Option A: Include multiple-choice questions within the prompt to test the LLM’s
understanding
of the context.Prompt templates are designed to generate responses, not to test the LLM
with multiple-
choice questions. This approach is impractical and not supported by Prompt Builder’s
purpose, making
it incorrect.
Option B: Ask it to role-play as a character in the prompt template to provide more context
to the
LLM.A key consideration in Prompt Builder is crafting clear, context-rich prompts.
Instructing the
LLM to adopt a role (e.g., “Act as a sales expert”) enhances context and tailors responses to
UC’s
needs, especially with standard models. This is a documented best practice for improving
output
relevance, making it the correct answer.
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A.
B.
C.
Option C: Train LLM with data using different writing styles including word choice,
intensifiers,
emojis, and punctuation.Standard foundation models in Agentforce are pretrained and not
user-
trainable. Prompt Builder users refine prompts, not the LLM itself, making this incorrect.
Why Option B is Correct:Role-playing enhances context for standard models, a
recommended technique in
Prompt Builder for effective outputs, as per Salesforce guidelines.
References:
Salesforce Agentforce Documentation: Prompt Builder > Best Practices – Recommends role-
based
context.
Trailhead: Build Prompt Templates in Agentforce – Highlights role-playing for clarity.
Salesforce Help: Prompt Design Tips – Suggests contextual roles.

✅ Verified Correct Answer: B

Question #185
Question #:185
Universal Containers wants to reduce overall customer support handling time by
minimizing the time spent
typing routine answers for common questions in-chat, and reducing the post-chat analysis
by suggesting
values for case fields. Which combination of Agentforce for Service features enables this
effort?
Einstein Reply Recommendations and Case Classification
Einstein Reply Recommendations and Case Summaries
Einstein Service Replies and Work Summaries
Answer: B
Explanation
Comprehensive and Detailed In-Depth Explanation:Universal Containers (UC) aims to
streamline customer
support by addressing two goals: reducing in-chat typing time for routine answers and
minimizing post-chat
analysis by auto-suggesting case field values. In Salesforce Agentforce for Service, Einstein
Reply
and
(Option A) are the ideal combination to achieve this.
Recommendations
Case Classification
Einstein Reply Recommendations: This feature uses AI to suggest pre-formulated responses
based on
chat context, historical data, and Knowledge articles. By providing agents with ready-to-use
replies for
common questions, it significantly reduces the time spent typing routine answers, directly
addressing
UC’s first goal.
Case Classification: This capability leverages AI to analyze case details (e.g., chat
transcripts) and
suggest values for case fields (e.g., Subject, Priority, Resolution) during or after the
interaction. By
automating field population, it reduces post-chat analysis time, fulfilling UC’s second goal.
Option B: While "Einstein Reply Recommendations" is correct for the first part, "Case
Summaries"
generates a summary of the case rather than suggesting specific field values. Summaries are
useful for
documentation but don’t directly reduce post-chat field entry time.
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A.
B.
C.
Option C: "Einstein Service Replies" is not a distinct, documented feature in Agentforce
(possibly a
distractor for Reply Recommendations), and "Work Summaries" applies more to
summarizing work
orders or broader tasks, not case field suggestions in a chat context.
Option A: This combination precisely targets both in-chat efficiency (Reply
Recommendations) and
post-chat automation (Case Classification).
Thus, Option A is the correct answer for UC’s needs.
References:
Salesforce Agentforce Documentation: "Einstein Reply Recommendations" (Salesforce Help:

https://help.salesforce.com/s/articleView?
id=sf.einstein_reply_recommendations.htm&type=5)
Salesforce Agentforce Documentation: "Case Classification" (Salesforce Help:
https://help.salesforce.
com/s/articleView?id=sf.case_classification.htm&type=5)
Trailhead: "Agentforce for Service"
(https://trailhead.salesforce.com/content/learn/modules/agentforce-
for-service)

✅ Verified Correct Answer: B

Question #127
Question #:127
Universal Containers has seen a high adoption rate of a new feature that uses generative AI
to populate a
summary field of a custom object, Competitor Analysis. All sales users have the same profile
but one user
cannot see the generative AlI-enabled field icon next to the summary
field.
What is the most likely cause of the issue?
The user does not have the Prompt Template User permission set assigned.
The prompt template associated with summary field is not activated for that user.
The user does not have the field Generative AI User permission set assigned.
Answer: C
Explanation
In Salesforce, Generative AI capabilities are controlled by specific permission sets. To use
features such as
generating summaries with AI, users need to have the correct permission sets that allow
access to these
functionalities.
Generative AI User Permission Set: This is a key permission set required to enable the
generative AI
capabilities for a user. In this case, the missing
permission set prevents the user
Generative AI User
from seeing the generative AI-enabled field icon. Without this permission, the generative AI
feature in
the Competitor Analysis custom object won't be accessible.
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A.
B.
C.
Why not A? The
permission set relates specifically to users who need access
Prompt Template User
to prompt templates for interacting with Einstein GPT, but it's not directly related to the
visibility of AI-
enabled field icons.
Why not B? While a prompt template might need to be activated, this is not the primary
issue here. The
question states that other users with the same profile can see the icon, so the problem is
more likely to
be permissions-based for this particular user.
For more detailed information, you can review Salesforce documentation on
related to AI
permission sets
capabilities at Salesforce AI Documentation and
permissioning guidelines.
Einstein GPT
 ✅ Verified Correct Answer: C

Question #52
Question #:52
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?
To generate relevant content when engaging with each customer
To analyze past campaign performance
To send automated emails to all customers
Answer: A
Explanation
Agent is designed to assist in generating personalized, AI-driven content based on customer
data such as
behavior, preferences, and purchase history. For the marketing team at
, this is the
Universal Containers
perfect solution to create dynamic and relevant email content. By leveraging
, they can ensure that each
Agent
customer receives tailored communications, improving engagement and conversion rates.
Option A is correct as
helps generate real-time, personalized content based on comprehensive
Agent
data about the customer.
Option B refers more to Einstein Analytics or
Marketing Cloud Intelligence, and
deals with automation, which isn't the primary focus of
Option C
.
Agent
References:
Salesforce Agent Overview: https://help.salesforce.com/s/articleView?
id=einstein_copilot_overview.
htm
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B.
C.
 ✅ Verified Correct Answer: A

Question #101
Question #:101
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 permission to access the fields.
The user’s locale language is not supported by Prompt Builder.
The user does not have Einstein Sales Emails permission assigned.
Answer: A
Explanation
Comprehensive and Detailed In-Depth Explanation:UC is using an Einstein Generative AI
feature (likely
Einstein Sales Emails) to draft personalized emails, but placeholders (e.g., {!
Contact.FirstName}) appear
instead of actual data from the contact record. Let’s analyze the options.
Option A: The user does not have permission to access the fields.Einstein Sales Emails, built
on
Prompt Builder, pulls data from contact records to populate email drafts. If the user lacks
field-level
security (FLS) or object-level permissions to access relevant fields (e.g., FirstName, Email),
the system
cannot retrieve the data, leaving placeholders unresolved. This is a common issue in
Salesforce when
permissions restrict data access, making it the most likely explanation and the correct
answer.
Option B: The user’s locale language is not supported by Prompt Builder.Prompt Builder
and
Einstein Sales Emails support multiple languages, and locale mismatches typically affect
formatting or
translation, not data retrieval. Placeholders appearing instead of data isn’t a documented
symptom of
language support issues, making this unlikely and incorrect.
Option C: The user does not have Einstein Sales Emails permission assigned.The Einstein
Sales
Emails permission (part of the Einstein Generative AI license) enables the feature itself. If
missing,
users couldn’t generate drafts at all—not just see placeholders. Since drafts are being
created, this
permission is likely assigned, making this incorrect.
Why Option A is Correct:Permission restrictions are a frequent cause of unresolved
placeholders in
Salesforce AI features, as the system respects FLS and sharing rules. This is well-
documented in
troubleshooting guides for Einstein Generative AI.
References:
Salesforce Help: Einstein Sales Emails > Troubleshooting – Lists permissions as a cause of
data issues.
Trailhead: Set Up Einstein Generative AI – Emphasizes field access for personalization.
Agentforce Documentation: Prompt Builder > Data Access – Notes dependency on user
permissions.

✅ Verified Correct Answer: A

Question #175
Question #:175
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A.
B.
C.
Universal Containers (UC) wants to implement an AI-powered customer service agent that
can:
Retrieve proprietary policy documents that are stored as PDFs.
Ensure responses are grounded in approved company data, not generic LLM
knowledge.What should
UC do first?
Set up an Agentforce Data Library for AI retrieval of policy documents.
Expand the AI agent's scope to search all Salesforce records.
Add the files to the content, and then select the data library option.
Answer: A
Explanation
Comprehensive and Detailed In-Depth Explanation:To implement an AI-powered customer
service agent that
retrieves proprietary policy documents (stored as PDFs) and ensures responses are
grounded in approved
company data, UC must first establish a foundation for the AI to access and use this data.
The Agentforce
(Option A) is the correct starting point. A Data Library allows UC to upload PDFs containing
Data Library
policy documents, index them into Salesforce Data Cloud’s vector database, and make them
available for AI
retrieval. This setup ensures the agent can perform Retrieval-Augmented Generation (RAG),
grounding its
responses in the specific, approved content from the PDFs rather than relying on generic
LLM knowledge,
directly meeting UC’s requirements.
Option B: Expanding the AI agent’s scope to search all Salesforce records is too broad and
unnecessary
at this stage. The requirement focuses on PDFs with policy documents, not all Salesforce
data (e.g.,
cases, accounts), making this premature and irrelevant as a first step.
Option C: "Add the files to the content, and then select the data library option" is vague and
not a
precise process in Agentforce. While uploading files is part of setting up a Data Library, the
phrasing
suggests adding files to Salesforce Content (e.g., ContentDocument) without indexing, which
doesn’t
enable AI retrieval. Setting up the Data Library (A) encompasses the full process correctly.
Option A: This is the foundational step—creating a Data Library ensures the PDFs are
uploaded,
indexed, and retrievable by the agent, fulfilling both retrieval and grounding needs.
Option A is the correct first step for UC to achieve its goals.
References:
Salesforce Agentforce Documentation: "Set Up a Data Library" (Salesforce Help:
https://help.salesforce.
com/s/articleView?id=sf.agentforce_data_library.htm&type=5)
Salesforce Data Cloud Documentation: "Ground AI Responses with Data Cloud"
(https://help.
salesforce.com/s/articleView?id=sf.data_cloud_agentforce.htm&type=5)

✅ Verified Correct Answer: A

Question #168
Question #:168
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A.
B.
C.
A.
B.
C.
Universal Containers' sales team engages in numerous video sales calls with prospects
across the nation. Sales
management wants an easy way to understand key information such as deal terms or
customer sentiments.
Which Einstein Generative AI feature should An Agentforce recommend for this request?
Einstein Call Summaries
Einstein Conversation Insights
Einstein Video KPI
Answer: A
Explanation
Einstein Call Summaries is the best option for this scenario because it leverages Salesforce's
AI capabilities to
automatically summarize key details of video or voice calls. It includes details like deal
terms, customer
sentiments, follow-up tasks, and other crucial information. This feature is designed to help
sales teams focus
on their strategies rather than taking extensive manual notes during conversations.
Einstein Call Summaries: Automatically generates summaries for calls, identifying critical
points such
as next steps and follow-ups, enhancing efficiency and understanding of deal progression.
Einstein Conversation Insights: While it provides insights into customer sentiment and
engagement, it
is more suited for analyzing patterns across conversations rather than summarizing specific
call details.
Einstein Video KPI: Focuses on analyzing key performance indicators within video calls but
does not
offer summarization features needed for deal terms or sentiment tracking.
This feature ensures actionable insights are delivered directly into the Salesforce CRM,
allowing sales
managers to gain a concise overview without manually reviewing long recordings.

✅ Verified Correct Answer: A

Question #178
Question #:178
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?
Sales Summaries
Sales Insight Summary
Work Summaries
Answer: B
Explanation
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B.
C.
Sales Insight Summary aggregates key data points from multiple Salesforce objects
(accounts, contacts, leads,
opportunities) into a consolidated view, enabling account managers to quickly access
relevant information for
customer calls.
Option A (Sales Summaries): Typically refers to Einstein-generated summaries of specific
interactions (e.g., emails, calls), not multi-object snapshots.
Option C (Work Summaries): Focuses on summarizing customer service interactions (e.g.,
chat
transcripts), not sales data.
Option B (Sales Insight Summary): Directly provides a holistic snapshot of sales-related
objects,
aligning with the scenario.
References:
Salesforce Help: Sales Insight Overview
Describes Sales Insight Summary as "a unified view of account, contact, and opportunity
data for sales
readiness."

✅ Verified Correct Answer: B

Question #122
Question #:122
What is best practice when refining Agent custom action instructions?
Provide examples of user messages that are expected to trigger the action.
Use consistent introductory phrases and verbs across multiple action instructions.
Specify the persona who will request the action.
Answer: A
Explanation
When refining
, it is considered best practice to
Agent custom action instructions
provide examples of user
that are expected to trigger the action. This helps ensure that the custom action
understands a
messages
variety of user inputs and can effectively respond to the intent behind the messages.
Option B (consistent phrases) can improve clarity but does not directly refine the triggering
logic.
Option C (specifying a persona) is not as crucial as giving examples that illustrate how users
will
interact with the custom action.
For more details, refer to
on building and refining custom actions.
Salesforce's Agent documentation

✅ Verified Correct Answer: A

Question #120
Question #:120
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B.
C.
A.
B.
C.
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?
Response accuracy and offensiveness score
Hallucination score and bias score
Masked data and toxicity score
Answer: C
Explanation
Universal Containers is considering the use of the Einstein Trust Layer along with Einstein
Generative AI
Audit Data. The Einstein Trust Layer provides a secure and compliant way to use AI by
offering features like
data masking and toxicity assessment.
The audit data available through the Einstein Trust Layer includes information about
—which
masked data
ensures sensitive information is not exposed—and the
, which evaluates the generated content
toxicity score
for inappropriate or harmful language.
References:
Salesforce Agentforce Specialist Documentation - Einstein Trust Layer: Details the auditing
capabilities, including logging of masked data and evaluation of generated responses for
toxicity to
maintain compliance and trust.

✅ Verified Correct Answer: C

Question #157
Question #:157
How does the AI Retriever function within Data Cloud?
It performs contextual searches over an indexed repository to quickly fetch the most
relevant
documents, enabling grounding AI responses with trustworthy, verifiable information.
It monitors and aggregates data quality metrics across various data pipelines to ensure only
high-
integrity data is used for strategic decision-making.
It automatically extracts and reformats raw data from diverse sources into standardized
datasets for use
in historical trend analysis and forecasting.
Answer: A
Explanation
Comprehensive and Detailed In-Depth Explanation:The AI Retriever is a key component in
Salesforce
Data Cloud, designed to support AI-driven processes like Agentforce by retrieving relevant
data. Let’s
evaluate each option based on its documented functionality.
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B.
C.
Option A: It performs contextual searches over an indexed repository to quickly fetch the
most
relevant documents, enabling grounding AI responses with trustworthy, verifiable
information.
The AI Retriever in Data Cloud uses vector-based search technology to query an indexed
repository (e.
g., documents, records, or ingested data) and retrieve the most relevant results based on
context. It
employs embeddings to match user queries or prompts with stored data, ensuring AI
responses (e.g., in
Agentforce prompt templates) are grounded in accurate, verifiable information from Data
Cloud. This
enhances trustworthiness by linking outputs to source data, making it the primary function
of the AI
Retriever. This aligns with Salesforce documentation and is the correct answer.
Option B: It monitors and aggregates data quality metrics across various data pipelines to
ensure
only high-integrity data is used for strategic decision-making.Data quality monitoring is
handled by
other Data Cloud features, such as Data Quality Analysis or ingestion validation tools, not
the AI
Retriever. The Retriever’s role is retrieval, not quality assessment or pipeline management.
This option
is incorrect as it misattributes functionality unrelated to the AI Retriever.
Option C: It automatically extracts and reformats raw data from diverse sources into
standardized datasets for use in historical trend analysis and forecasting.Data extraction
and
standardization are part of Data Cloud’s ingestion and harmonization processes (e.g., via
Data Streams
or Data Lake), not the AI Retriever’s function. The Retriever works with already-indexed
data to fetch
results, not to process or reformat raw data. This option is incorrect.
Why Option A is Correct:The AI Retriever’s core purpose is to perform contextual searches
over indexed
data, enabling AI grounding with reliable information. This is critical for Agentforce agents
to provide
accurate responses, as outlined in Data Cloud and Agentforce documentation.
References:
Salesforce Data Cloud Documentation: AI Retriever – Describes its role in contextual
searches for
grounding.
Trailhead: Data Cloud for Agentforce – Explains how the AI Retriever fetches relevant data
for AI
responses.
Salesforce Help: Grounding with Data Cloud – Confirms the Retriever’s search functionality
over
indexed repositories.

✅ Verified Correct Answer: A

Question #112
Question #:112
Universal Containers (UC) is implementing Einstein Generative AI to improve customer
insights and
interactions. UC needs audit and feedback
data to be accessible for reporting purposes.
What is a consideration for this requirement?
Storing this data requires Data Cloud to be provisioned.
Storing this data requires a custom object for data to be configured.
Storing this data requires Salesforce big objects.
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A.
B.
C.
Answer: A
Explanation
When implementing
for improved customer insights and interactions, the
Einstein Generative AI
Data
is a key consideration for storing and managing large-scale audit and feedback data. The
Cloud
Salesforce
(formerly known as
) is designed to handle and unify massive datasets
Data Cloud
Customer 360 Audiences
from various sources, making it ideal for storing data required for AI-powered insights and
reporting. By
provisioning
, organizations like
can gain real-time access to
Data Cloud
Universal Containers (UC)
customer data, making it a central repository for unified reporting across various systems.
Audit and feedback data generated by Einstein Generative AI needs to be stored in a
scalable and
accessible environment, and the
provides this capability, ensuring that data can be easily
Data Cloud
accessed for reporting, analytics, and further model improvement.
Custom objects or
are not designed for the scale or the specific type of real-
Salesforce Big Objects
time, unified data processing required in such AI-driven interactions.
are more suited for
Big Objects
archival data, whereas
ensures more robust processing, segmentation, and analysis
Data Cloud
capabilities.
References:
Salesforce Data Cloud Documentation:
https://www.salesforce.com/products/data-cloud/overview/
Salesforce Einstein AI Overview:
https://www.salesforce.com/products/einstein/overview/

✅ Verified Correct Answer: A

Question #197
Question #:197
What is An Agentforce able to do when the “Enrich event logs with conversation data"
setting in Agent is
enabled?
View the user click path that led to each copilot action.
View session data including user Input and copilot responses for sessions over the past 7
days.
Generate details reports on all Copilot conversations over any time period.
Answer: B
Explanation
When the
setting is enabled in
, it allows An Agentforce
"Enrich event logs with conversation data"
Agent
or admin to view session data, including both the
and
from interactions over the
user input
copilot responses
past 7 days. This data is crucial for monitoring how the copilot is being used, analyzing its
performance, and
improving future interactions based on past inputs.
This setting enriches the event logs with detailed conversational data for better insights
into the
interaction history, helping Agentforce Specialists track AI behavior and user engagement.
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B.
C.
A.
B.
C.
Option A, viewing the user click path, focuses on navigation but is not part of the
conversation data
enrichment functionality.
Option C, generating detailed reports over any time period, is incorrect because this specific
feature is
limited to data for the past 7 days.
Salesforce Agentforce Specialist References:You can refer to this documentation for further
insights:
https://help.salesforce.com/s/articleView?id=sf.einstein_copilot_event_logging.htm

✅ Verified Correct Answer: B

Question #44
Question #:44
Universal Containers (UC) wants to use Flow to bring data from unified Data Cloud objects
to prompt
templates.
Which type of flow should UC use?
Data Cloud-triggered flow
Template-triggered prompt flow
Unified-object linking flow
Answer: B
Explanation
In this scenario,
wants to bring data from
 into prompt
Universal Containers
unified Data Cloud objects
templates, and the best way to do that is through a
. This type of flow is
Data Cloud-triggered flow
specifically designed to trigger actions based on data changes within Salesforce Data Cloud
objects.
Data Cloud-triggered flows can listen for changes in the unified data model and
automatically bring relevant
data into the system, making it available for prompt templates. This ensures that the data is
both real-time and
up-to-date when used in generative AI contexts.
For more detailed guidance, refer to Salesforce documentation on
and
Data Cloud-triggered flows
Data
with generative AI solutions.
Cloud integrations

✅ Verified Correct Answer: B

Question #124
Question #:124
Universal Containers would like to route SMS text messages to a service rep from an
Agentforce Service
Agent. Which Service Channel should the company use in the flow to ensure it’s routed
properly?
Messaging
Route Work Action
Live Agent
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B.
C.
Answer: A
Explanation
Comprehensive and Detailed In-Depth Explanation:UC wants to route SMS text messages
from an
Agentforce Service Agent to a service rep using a flow. Let’s identify the correct Service
Channel.
Option A: MessagingIn Salesforce, the "Messaging" Service Channel (part of Messaging for
In-App
and Web or SMS) handles text-based interactions, including SMS. When integrated with
Omni-Channel
Flow, the "Route Work" action uses this channel to route SMS messages to agents. This
aligns with UC’
s requirement for SMS routing, making it the correct answer.
Option B: Route Work Action"Route Work" is an action in Omni-Channel Flow, not a Service
Channel. It uses a channel (e.g., Messaging) to route work, so this is a component, not the
channel
itself, making it incorrect.
Option C: Live Agent"Live Agent" refers to an older chat feature, not the current Messaging
framework for SMS. It’s outdated and unrelated to SMS routing, making it incorrect.
Option D: SMS ChannelThere’s no standalone "SMS Channel" in Salesforce Service Channels
—SMS
is encompassed within the "Messaging" channel. This is a misnomer, making it incorrect.
Why Option A is Correct:The "Messaging" Service Channel supports SMS routing in Omni-
Channel Flow,
ensuring proper handoff from the Agentforce Service Agent to a rep, per Salesforce
documentation.
References:
Salesforce Agentforce Documentation: Omni-Channel Integration > Messaging – Details SMS
in
Messaging channel.
Trailhead: Omni-Channel Flow Basics – Confirms Messaging for SMS.
Salesforce Help: Service Channels – Lists Messaging for text-based routing.

✅ Verified Correct Answer: A

Question #182
Question #:182
What is the role of the large language model (LLM) in understanding intent and executing
an Agent Action?
Find similar requested topics and provide the actions that need to be executed.
Identify the best matching topic and actions and correct order of execution.
Determine a user’s topic access and sort actions by priority to be executed.
Answer: B
Explanation
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B.
C.
Comprehensive and Detailed In-Depth Explanation:In Agentforce, the large language model
(LLM),
powered by the Atlas Reasoning Engine, interprets user requests and drives Agent Actions.
Let’s evaluate its
role.
Option A: Find similar requested topics and provide the actions that need to be
executed.While
the LLM can identify similar topics, its role extends beyond merely finding them—it
matches intents to
specific topics and determines execution. This option understates the LLM’s responsibility
for ordering
actions, making it incomplete and incorrect.
Option B: Identify the best matching topic and actions and correct order of execution.The
LLM
analyzes user input to understand intent, matches it to the best-fitting topic (configured in
Agent
Builder), and selects associated actions. It also determines the correct sequence of
execution based on
the agent’s plan (e.g., retrieve data before updating a record). This end-to-end process—
from intent
recognition to action orchestration—is the LLM’s core role in Agentforce, making this the
correct
answer.
Option C: Determine a user’s topic access and sort actions by priority to be executed.Topic
access
is governed by Salesforce permissions (e.g., user profiles), not the LLM. While the LLM
prioritizes
actions within its plan, its primary role is intent matching and execution ordering, not
access control,
making this incorrect.
Why Option B is Correct:The LLM’s role in identifying topics, selecting actions, and ordering
execution is
central to Agentforce’s autonomous functionality, as detailed in Salesforce documentation.
References:
Salesforce Agentforce Documentation: Atlas Reasoning Engine – Outlines LLM’s intent and
action
handling.
Trailhead: Understand Agentforce Technology – Explains topic matching and execution.
Salesforce Help: Agentforce Actions – Confirms LLM’s role in orchestrating responses.
 ✅ Verified Correct Answer: B

Question #154
Question #:154
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?
Recreate the flow using the Agentforce agent user.
Assign the Manage Users permission to the Agentforce Agent user.
Assign the Run Flows permission to the Agentforce Agent user.
Answer: C
Explanation
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Comprehensive and Detailed In-Depth Explanation:UC has created a custom flow for
processing returns
and linked it to a new Agent Action for the Agentforce Service Agent, an AI-driven agent for
customer
service tasks. The agent must have the ability to execute this flow. Let’s assess the options.
Option A: Recreate the flow using the Agentforce agent user.Flows are authored by admins
or
developers, not "recreated" by specific users like the Agentforce agent user (a system user
for agent
operations). The issue isn’t the flow’s creation context but its execution permissions. This
option is
impractical and incorrect.
Option B: Assign the Manage Users permission to the Agentforce Agent user.The "Manage
Users"
permission allows user management (e.g., creating or editing users), which is unrelated to
running
flows. This permission is excessive and irrelevant for the Service Agent’s needs, making it
incorrect.
Option C: Assign the Run Flows permission to the Agentforce Agent user.The Agentforce
Service
Agent operates under a dedicated system user (e.g., "Agentforce Agent User") with a specific
profile or
permission set. To execute a flow as part of an Agent Action, this user must have the "Run
Flows"
permission, either via its profile or a permission set (e.g., Agentforce Service Permissions).
This
ensures the agent can invoke the custom flow for processing returns, aligning with
Salesforce’s security
model and Agentforce setup requirements. This is the correct answer.
Why Option C is Correct:Granting the "Run Flows" permission to the Agentforce Agent user
is the
standard, documented step to enable flow execution in Agent Actions, ensuring the Service
Agent can process
returns as intended.
References:
Salesforce Agentforce Documentation: Agent Builder > Custom Actions – Requires "Run
Flows" for
flow-based actions.
Trailhead: Set Up Agentforce Service Agents – Lists "Run Flows" in agent user permissions.
Salesforce Help: Agentforce Security > Permissions – Confirms flow execution needs.

✅ Verified Correct Answer: C

Question #22
Question #:22
Universal Containers (UC) wants to use the Draft with Einstein feature in Sales Cloud to
create a personalized
introduction email.
After creating a proposed draft email, which predefined adjustment should UC choose to
revise the draft with
a more casual tone?
Make Less Formal
Enhance Friendliness
Optimize for Clarity
Answer: A
Explanation
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B.
C.
When
uses the
feature in
to create a personalized
Universal Containers
Draft with Einstein
Sales Cloud
email, the predefined adjustment to
is the correct option to revise the draft with a more
Make Less Formal
casual tone. This option adjusts the wording of the draft to sound less formal, making the
communication
more approachable while still maintaining professionalism.
Enhance Friendliness would make the tone more positive, but not necessarily more casual.
Optimize for Clarity focuses on making the draft clearer but doesn't adjust the tone.
For more details, see
and tone adjustments.
Salesforce documentation on Einstein-generated email drafts

✅ Verified Correct Answer: A

Question #139
Question #:139
What considerations should an Agentforce Specialist be aware of when using Record
Snapshots grounding in
a prompt template?
Activities such as tasks and events are excluded.
Empty data, such as fields without values or sections without limits, is filtered out.
Email addresses associated with the object are excluded.
Answer: A
Explanation
Comprehensive and Detailed In-Depth Explanation:Record Snapshots grounding in
Agentforce prompt
templates allows the AI to access and use data from a specific Salesforce record (e.g., fields
and related
records) to generate contextually relevant responses. However, there are specific
limitations to consider. Let’s
analyze each option based on official documentation.
Option A: Activities such as tasks and events are excluded.According to Salesforce
Agentforce
documentation, when grounding a prompt template with Record Snapshots, the data
included is limited
to the record’s fields and certain related objects accessible via Data Cloud or direct
Salesforce
relationships. Activities (tasks and events) are not included in the snapshot because they
are stored in a
separate Activity object hierarchy and are not directly part of the primary record’s data
structure. This is
a key consideration for an Agentforce Specialist, as it means the AI won’t have visibility into
task or
event details unless explicitly provided through other grounding methods (e.g., custom
queries). This
limitation is accurate and critical to understand.
Option B: Empty data, such as fields without values or sections without limits, is filtered out.
Record Snapshots include all accessible fields on the record, regardless of whether they
contain values.
Salesforce documentation does not indicate that empty fields are automatically filtered out
when
grounding a prompt template. The Atlas Reasoning Engine processes the full snapshot, and
empty fields
are simply treated as having no data rather than being excluded. The phrase "sections
without limits" is
unclear but likely a typo or misinterpretation; it doesn’t align with any known Agentforce
behavior.
This option is incorrect.
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B.
C.
Option C: Email addresses associated with the object are excluded.There’s no specific
exclusion of
email addresses in Record Snapshots grounding. If an email field (e.g., Contact.Email or a
custom email
field) is part of the record and accessible to the running user, it is included in the snapshot.
Salesforce
documentation does not list email addresses as a restricted data type in this context,
making this option
incorrect.
Why Option A is Correct:The exclusion of activities (tasks and events) is a documented
limitation of Record
Snapshots grounding in Agentforce. This ensures specialists design prompts with
awareness that activity-
related context must be sourced differently (e.g., via Data Cloud or custom logic) if needed.
Options B and C
do not reflect actual Agentforce behavior per official sources.
References:
Salesforce Agentforce Documentation: Prompt Templates > Grounding with Record
Snapshots – Notes
that activities are not included in snapshots.
Trailhead: Ground Your Agentforce Prompts – Clarifies scope of Record Snapshots data
inclusion.
Salesforce Help: Agentforce Limitations – Details exclusions like activities in grounding
mechanisms.

✅ Verified Correct Answer: A

Question #25
Question #:25
Universal Container's internal auditing team asks An Agentforce to verify that address
information is properly
masked in the prompt being generated.
How should the Agentforce Specialist verify the privacy of the masked data in the Einstein
Trust Layer?
Enable data encryption on the address field
Review the platform event logs
Inspect the AI audit trail
Answer: C
Explanation
The
in Salesforce provides a detailed log of AI activities, including the data used, its handling,
AI audit trail
and masking procedures applied in the Einstein Trust Layer. It allows the Agentforce
Specialist to inspect and
verify that sensitive data, such as addresses, is appropriately masked before being used in
prompts or outputs.
Enable data encryption on the address field: While encryption ensures data security at rest
or in
transit, it does not verify masking in AI operations.
Review the platform event logs: Platform event logs capture system events but do not
specifically
focus on the handling or masking of sensitive data in AI processes.
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A.
B.
C.
A.
B.
Inspect the AI audit trail: This is the most relevant option, as it provides visibility into how
data is
processed and masked in AI activities.

✅ Verified Correct Answer: C

Question #111
Question #:111
What is the role of the large language model (LLM) in executing an Agent Action?
Find similar requests and provide actions that need to be executed
Identify the best matching actions and correct order of execution
Determine a user's access and sort actions by priority to be executed
Answer: B
Explanation
In Agent, the role of the Large Language Model (LLM) is to analyze user inputs and identify
the best
matching actions that need to be executed. It uses natural language understanding to break
down the user’s
request and determine the correct sequence of actions that should be performed.
By doing so, the LLM ensures that the tasks and actions executed are contextually relevant
and are performed
in the proper order. This process provides a seamless, AI-enhanced experience for users by
matching their
requests to predefined Salesforce actions or flows.
The other options are incorrect because:
A mentions finding similar requests, which is not the primary role of the LLM in this
context.
C focuses on access and sorting by priority, which is handled more by security models and
governance than
by the LLM.
References:
Salesforce Einstein Documentation on Agent Actions
Salesforce AI Documentation on Large Language Models

✅ Verified Correct Answer: B

Question #143
Question #:143
A support team handles a high volume of chat interactions and needs a solution to provide
quick, relevant
responses to customer inquiries.
Responses must be grounded in the organization's knowledge base to maintain consistency
and accuracy.
Which feature in Einstein for Service should the support team use?
Einstein Service Replies
Einstein Reply Recommendations
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C.
A.
B.
C.
Einstein Knowledge Recommendations
Answer: B
Explanation
The support team should use
to provide quick, relevant responses to
Einstein Reply Recommendations
customer inquiries that are grounded in the organization’s knowledge base. This feature
leverages AI to
recommend accurate and consistent replies based on historical interactions and the
knowledge stored in the
system, ensuring that responses are aligned with organizational standards.
Einstein Service Replies (Option A) is focused on generating replies but doesn't have the
same
emphasis on grounding responses in the knowledge base.
Einstein Knowledge Recommendations (Option C) suggests knowledge articles to agents,
which is
more about assisting the agent in finding relevant articles than providing automated or AI-
generated
responses to customers.
Salesforce Agentforce Specialist References:For more information on Einstein Reply
Recommendations:
https://help.salesforce.com/s/articleView?
id=sf.einstein_reply_recommendations_overview.htm

✅ Verified Correct Answer: B

Question #146
Question #:146
How does the Einstein Trust Layer ensure that sensitive data is protected while generating
useful and
meaningful responses?
Masked data will be de-masked during response journey.
Masked data will be de-masked during request journey.
Responses that do not meet the relevance threshold will be automatically rejected.
Answer: A
Explanation
The Einstein Trust Layer ensures that sensitive data is protected while generating useful
and meaningful
responses by masking sensitive data before it is sent to the Large Language Model (LLM)
and then de-
masking it during the response journey.
How It Works:
Data Masking in the Request Journey:
Sensitive Data Identification: Before sending the prompt to the LLM, the Einstein Trust
Layer
scans the input for sensitive data, such as personally identifiable information (PII),
confidential
business information, or any other data deemed sensitive.
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Masking Sensitive Data: Identified sensitive data is replaced with placeholders or masks.
This
ensures that the LLM does not receive any raw sensitive information, thereby protecting it
from
potential exposure.
Processing by the LLM:
Masked Input: The LLM processes the masked prompt and generates a response based on
the
masked data.
No Exposure of Sensitive Data: Since the LLM never receives the actual sensitive data, there
is
no risk of it inadvertently including that data in its output.
De-masking in the Response Journey:
Re-insertion of Sensitive Data: After the LLM generates a response, the Einstein Trust Layer
replaces the placeholders in the response with the original sensitive data.
Providing Meaningful Responses: This de-masking process ensures that the final response
is
both meaningful and complete, including the necessary sensitive information where
appropriate.
Maintaining Data Security: At no point is the sensitive data exposed to the LLM or any
unintended recipients, maintaining data security and compliance.
Why Option A is Correct:
De-masking During Response Journey: The de-masking process occurs after the LLM has
generated
its response, ensuring that sensitive data is only reintroduced into the output at the final
stage, securely
and appropriately.
Balancing Security and Utility: This approach allows the system to generate useful and
meaningful
responses that include necessary sensitive information without compromising data
security.
Why Options B and C are Incorrect:
Option B (Masked data will be de-masked during request journey):
Incorrect Process: De-masking during the request journey would expose sensitive data
before it
reaches the LLM, defeating the purpose of masking and compromising data security.
Option C (Responses that do not meet the relevance threshold will be automatically
rejected):
Irrelevant to Data Protection: While the Einstein Trust Layer does enforce relevance
thresholds
to filter out inappropriate or irrelevant responses, this mechanism does not directly relate
to the
protection of sensitive data. It addresses response quality rather than data security.
References:
Salesforce Agentforce Specialist Documentation - Einstein Trust Layer Overview:
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A.
B.
C.
Explains how the Trust Layer masks sensitive data in prompts and re-inserts it after LLM
processing to protect data privacy.
Salesforce Help - Data Masking and De-masking Process:
Details the masking of sensitive data before sending to the LLM and the de-masking process
during the response journey.
Salesforce Agentforce Specialist Exam Guide - Security and Compliance in AI:
Outlines the importance of data protection mechanisms like the Einstein Trust Layer in AI
implementations.
Conclusion:
The Einstein Trust Layer ensures sensitive data is protected by masking it before sending
any prompts to the
LLM and then de-masking it during the response journey. This process allows Salesforce to
generate useful
and meaningful responses that include necessary sensitive information without exposing
that data during the
AI processing, thereby maintaining data security and compliance.

✅ Verified Correct Answer: A

Question #163
Question #:163
A Salesforce Administrator is exploring the capabilities of Agent to enhance user interaction
within their
organization. They are particularly interested in how Agent processes user requests and the
mechanism it
employs to deliver responses. The administrator is evaluating whether Agent 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 Agent handle user requests In Salesforce?
Agent will trigger a flow that utilizes a prompt template to generate the message.
Agent will perform an HTTP callout to an LLM provider.
Agent analyzes the user's request and LLM technology is used to generate and display the
appropriate
response.
Answer: C
Explanation
Agent is designed to enhance user interaction within Salesforce by leveraging Large
Language Models
(LLMs) to process and respond to user inquiries. When a user submits a request, Agent
analyzes the input
using natural language processing techniques. It then utilizes LLM technology to generate
an appropriate and
contextually relevant response, which is displayed directly to the user within the Salesforce
interface.
Option accurately describes this process. Agent does not necessarily trigger a flow (Option
A) or perform
C
an HTTP callout to an LLM provider (Option B) for each user request. Instead, it integrates
LLM capabilities
to provide immediate and intelligent responses, facilitating a broad range of user requests.
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A.
B.
C.
A.
B.
References:
Salesforce Agentforce Specialist Documentation - Agent Overview: Details how Agent
employs
LLMs to interpret user inputs and generate responses within the Salesforce ecosystem.
Salesforce Help - How Agent Works: Explains the underlying mechanisms of how Agent
processes
user requests using AI technologies.

✅ Verified Correct Answer: C

Question #147
Question #:147
An Agentforce configured Data Masking within the Einstein Trust Layer.
How should the Agentforce Specialist begin validating that the correct fields are being
masked?
Use a Flow-based resource in Prompt Builder to debug the fields’ merge values using Flow
Debugger.
Request the Einstein Generative AI Audit Data from the Security section of the Setup menu.
Enable the collection and storage of Einstein Generative AI Audit Data on the Einstein
Feedback setup
page.
Answer: C
Explanation
To begin validating that the correct fields are being masked in
, the Agentforce
Einstein Trust Layer
Specialist should request the
from the
of the Salesforce
Einstein Generative AI Audit Data
Security section
Setup menu. This audit data allows the Agentforce Specialist to see how data is being
processed, including
which fields are being masked, providing transparency and validation that the configuration
is working as
expected.
Option B is correct because it allows for the retrieval of audit data that can be used to
validate data
masking.
Option A (Flow Debugger) and
(Einstein Feedback) do not relate to validating field masking
Option C
in the context of the
.
Einstein Trust Layer
References:
Salesforce Einstein Trust Layer Documentation: https://help.salesforce.com/s/articleView?
id=sf.
einstein_trust_layer_audit.htm

✅ Verified Correct Answer: C

Question #193
Question #:193
What is a Salesforce Agentforce Specialist able to configure in Data Masking within the
Einstein Trust Layer?
The profiles exempt from masking
The encryption keys for masking
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C.
A.
B.
C.
The privacy data entities to be masked
Answer: C
Explanation
In the
, the Salesforce Agentforce Specialist can configure
Einstein Trust Layer
privacy data entities to be
(Option C). This ensures sensitive or personally identifiable information (PII) is obfuscated
when
masked
processed by AI models.
Data Masking Configuration:
The Agentforce Specialist defines which fields or data types (e.g., email, phone number,
Social
Security Number) should be masked. For example, masking the Email field in a prompt
response
to protect user privacy.
This is done through declarative settings in Salesforce, where entities (standard or custom
fields)
are flagged for masking.
Why Other Options Are Incorrect:
A. Profiles exempt from masking: Exemptions are typically managed via permissions (e.g.,
field-level security), not directly within Einstein Trust Layer’s Data Masking settings.
B. Encryption keys for masking: Encryption is separate from masking. Masking involves
obfuscation (e.g., replacing "[email protected]" with "
"), not encryption, which uses keys to
@
secure data.
References:
Einstein Trust Layer Documentation: States that Data Masking allows admins to "define
which fields
should be masked to protect sensitive data."
Trailhead Module: "Einstein Trust Layer Basics" explains configuring privacy entities for
masking.
Salesforce Help Article: "Secure AI with Einstein Trust Layer" details masking
configurations for
privacy compliance.

✅ Verified Correct Answer: C

Question #133
Question #:133
An Agentforce Agent has been developed with multiple topics and Agent Actions that use
flows and Apex.
Which options are available for deploying these to production?
Deploy the flows and Apex using normal deployment tools and manually create the agent-
related items
in production.
Use only change sets because the Salesforce CLI does not currently support the deployment
of agent-
related metadata.
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C. Deploy flows, Apex, and all agent-related items using either change sets or the Salesforce
CLI
/Metadata API.
Answer: C
Explanation
Why is "Deploy flows, Apex, and all agent-related items using either change sets or the
Salesforce CLI
/Metadata API" the correct answer?
When deploying an
,a
Agentforce Agent with multiple topics and Agent Actions that use flows and Apex
complete deployment solution is required.
support the
Change sets and the Salesforce CLI/Metadata API
deployment of
.
flows, Apex code, and agent-related metadata
Key Considerations for Agentforce Deployments:
Supports Deployment of All Required Components
Agentforce Agents include
.
flows, Apex classes, topics, and agent actions
Change sets and
allow deployment of
Salesforce CLI/Metadata API
all these components
, ensuring a smooth transition to production.
together
Agentforce Metadata Can Be Deployed Using Standard Tools
Change Sets: Allows admins to move configurations, custom objects, and metadata between
Salesforce environments.
Salesforce CLI/Metadata API: Enables
, automating the transfer of
scripted deployments
Agentforce configurations.
Ensures a Complete Migration Without Manual Configuration
Deploying all components
reduces the risk of misconfiguration.
together
Automating deployments using the
ensures consistency across environments.
Metadata API
Why Not the Other Options?
# A. Deploy the flows and Apex using normal deployment tools and manually create the
agent-related
items in production.
Incorrect because manually creating agent-related items in production introduces risk and
.
inconsistency
This approach is
and
, especially for large Agentforce deployments.
error-prone
time-consuming
# B. Use only change sets because the Salesforce CLI does not currently support the
deployment of
agent-related metadata.
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A.
B.
C.
Incorrect because
.
Salesforce CLI and Metadata API fully support Agentforce deployments
Change sets are
in large-scale, automated deployments.
useful but limited
Agentforce Specialist References
Salesforce AI Specialist Material confirms that Agentforce metadata (flows, actions, and
topics)
.
can be deployed using Change Sets or the Metadata API

✅ Verified Correct Answer: C

Question #175
Question #:175
Universal Containers (UC) users are complaining that agent answers are not satisfactory.
The agent is using
PDF files as a knowledge source.
How should UC troubleshoot this issue?
Analyze the data mapping between source fields and Data Cloud object fields.
Check that the agent has the PDF file field permission access for the data library.
Verify the retriever's filter criteria and data source connection.
Answer: C
Explanation
Why is "Verify the retriever's filter criteria and data source connection" the correct answer?
If
when using
, the issue is likely
agent answers are not satisfactory
PDF files as a knowledge source
caused by:
Retriever misconfiguration
If filters are
, AI may
.
too broad or too restrictive
fail to find relevant information
Checking
helps improve accuracy.
filter logic and retrieval scope
Incorrect data source connection
If the retriever is
to the
, it may fail to retrieve
not properly linked
PDF storage location
relevant information.
Ensuring a
between Salesforce
and the
prevents
stable connection
Data Cloud
retriever
retrieval failures.
Parsing Issues with PDF Files
If PDFs are
, AI may struggle to extract relevant content.
not properly indexed
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A.
B.
C.
Ensuring
improves AI comprehension.
structured document formatting
Why Not the Other Options?
# A. Analyze the data mapping between source fields and Data Cloud object fields.
Incorrect because data mapping issues primarily affect
, not
structured CRM data
PDF-based
.
knowledge sources
The issue likely stems from
, not
.
retrieval settings
field mapping
# B. Check that the agent has the PDF file field permission access for the data library.
Incorrect because
issues would prevent AI from accessing PDFs entirely rather
permission access
than causing poor response quality.
AI can still
, even if they are inaccurate, which means the issue lies in
generate responses
retriever
, not
.
settings
permissions
Agentforce Specialist References
Salesforce AI Specialist Material details how retriever filters and data sources impact AI-
.
generated answers
Salesforce Certification Guide mentions the importance of
for
verifying retriever configurations
accurate knowledge retrieval.

✅ Verified Correct Answer: C

Question #195
Question #:195
Universal Containers (UC) wants to use Generative AI Salesforce functionality to reduce
Service Agent
handling time by providing recommended replies based on the existing Knowledge articles.
On which AI
capability should UC train the service agents?
Service Replies
Case Replies
Knowledge Replies
Answer: C
Explanation
Comprehensive and Detailed In-Depth Explanation:Salesforce Agentforce leverages
generative AI to enhance
service agent efficiency, particularly through capabilities that generate recommended
replies. In this scenario,
Universal Containers aims to reduce handling time by providing replies based on existing
Knowledge articles
, which are a core component of Salesforce Knowledge. The
capability is specifically
Knowledge Replies
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A.
B.
C.
designed for this purpose—it uses generative AI to analyze Knowledge articles, match them
to the context of
a customer inquiry (e.g., a case or chat), and suggest relevant, pre-formulated responses for
service agents to
use or adapt. This aligns directly with UC’s goal of leveraging existing content to streamline
agent workflows.
Option A (Service Replies): While "Service Replies" might sound plausible, it is not a
specific,
documented capability in Agentforce. It appears to be a generic distractor and does not tie
directly to
Knowledge articles.
Option B (Case Replies): "Case Replies" is not a recognized AI capability in Agentforce
either. While
replies can be generated for cases, the focus here is on Knowledge article integration, which
points to
Knowledge Replies.
Option C (Knowledge Replies): This is the correct capability, as it explicitly connects
generative AI
with Knowledge articles to produce recommended replies, reducing agent effort and
handling time.
Training service agents on Knowledge Replies ensures they can effectively use AI-suggested
responses,
review them for accuracy, and integrate them into their workflows, fulfilling UC’s objective.
References:
Salesforce Agentforce Documentation: "Knowledge Replies for Service Agents" (Salesforce
Help:
https://help.salesforce.com/s/articleView?
id=sf.agentforce_knowledge_replies.htm&type=5)
Trailhead: "Agentforce for Service" module
(https://trailhead.salesforce.com/content/learn/modules
/agentforce-for-service)

✅ Verified Correct Answer: C

Question #187
Question #:187
What is the importance of Action Instructions when creating a custom Agent action?
Action Instructions define the expected user experience of an action.
Action Instructions tell the user how to call this action in a conversation.
Action Instructions tell the large language model (LLM) which action to use.
Answer: A
Explanation
Comprehensive and Detailed In-Depth Explanation:In Salesforce Agentforce, custom Agent
actions are
designed to enable AI-driven agents to perform specific tasks within a conversational
context. Action
are a critical component when creating these actions because they define the expected user
Instructions
experience by outlining how the action should behave, what it should accomplish, and how
it interacts with
the end user. These instructions act as a blueprint for the action’s functionality, ensuring
that it aligns with the
intended outcome and provides a consistent, intuitive experience for users interacting with
the agent. For
example, if the action is to "schedule a meeting," the Action Instructions might specify the
steps (e.g., gather
date and time, confirm with the user) and the tone (e.g., professional, concise), shaping the
user experience.
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A.
B.
C.
Option B: While Action Instructions might indirectly influence how a user invokes an action
(e.g., by
making it clear what inputs are needed), they are not primarily about telling the user how to
call the
action in a conversation. That’s more related to user training or interface design, not the
instructions
themselves.
Option C: The large language model (LLM) relies on prompts, parameters, and grounding
data to
determine which action to execute, not the Action Instructions directly. The instructions
guide the
action’s design, not the LLM’s decision-making process at runtime.
Thus, Option A is correct as it emphasizes the role of Action Instructions in defining the user
experience,
which is foundational to creating effective custom Agent actions in Agentforce.
References:
Salesforce Agentforce Documentation: "Create Custom Agent Actions" (Salesforce Help:
https://help.
salesforce.com/s/articleView?id=sf.agentforce_custom_actions.htm&type=5)
Trailhead: "Agentforce Basics" module
(https://trailhead.salesforce.com/content/learn/modules
/agentforce-basics)

✅ Verified Correct Answer: A

Question #140
Question #:140
How is Data Cloud leveraged by the Answer Questions with Knowledge action in
Agentforce?
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.
Data Cloud provides the real-time data streams that update the Knowledge articles.
Answer: B
Explanation
How Does Data Cloud Support "Answer Questions with Knowledge" in Agentforce?
The
action in Agentforce leverages
to store,
Answer Questions with Knowledge
Salesforce Data Cloud
manage, and index
used for AI-powered responses.
Knowledge articles
Data Cloud as the Central Storage for Knowledge Articles
Indexed Knowledge articles are
in real-time from Data Cloud.
stored and retrieved
The AI system
Data Cloud to fetch relevant articles when a service agent or customer
queries
needs an answer.
Ensuring Up-to-Date Responses
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B.
C.
Data Cloud continuously
Knowledge articles based on
updates
new insights, user interactions,
.
and feedback
The AI can pull the
information from the Knowledge base.
latest, most relevant
Enhancing AI-Driven Customer Service
AI-generated responses are
in real customer service interactions.
grounded
Service agents benefit from
, improving resolution times and
fast, context-aware answers
customer satisfaction.
Why Not the Other Options?
# A. Data Cloud is not required; the articles can be accessed directly from the CRM by the
agent.
Incorrect because Data Cloud is the primary system for
Knowledge articles.
storing and indexing
Without Data Cloud,
.
Einstein AI cannot efficiently retrieve and rank articles dynamically
# C. Data Cloud provides the real-time data streams that update the Knowledge articles.
Incorrect because while Data Cloud stores and manages articles, real-time updates are not
its
.
primary function
The Knowledge Management system within Salesforce handles article creation and updates.
Agentforce Specialist References
Salesforce AI Specialist Material highlights that Data Cloud is the core storage system for AI-
.
driven Knowledge management
Salesforce Instructions for Certification confirm the central role of Data Cloud in managing
.
indexed Knowledge articles for AI-powered responses

✅ Verified Correct Answer: B

Question #164
Question #:164
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?
Standard email marketing template using Apex or flows for matching interest in products
Custom sales email template which is grounded with interest and product information
Standard email draft with Einstein and choose standard email template
Answer: B
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B.
C.
Explanation
To generate an email about products that closely match a customer’s expressed interests,
An Agentforce
should recommend using a
that is
custom sales email template
grounded with interest and product
. This ensures that the email content is personalized based on the customer's preferences,
information
increasing the relevance of the marketing message.
Using grounding ensures that the generative AI pulls the correct data related to customer
interests and product
matches, making the email more effective.
For more information, refer to
on grounding AI-generated content and email
Salesforce documentation
personalization strategies.

✅ Verified Correct Answer: B

Question #130
Question #:130
A service agent 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 with this itinerary.
The service agent
needs to review the Knowledge articles about canceling and
rebooking the customer flights.
Which Agent capability helps the agent accomplish this?
Execute tasks based on available actions, answering questions using information from
accessible
Knowledge articles.
Invoke a flow which makes a call to external data to create a Knowledge article.
Generate a Knowledge article based off the prompts that the agent enters to create steps to
cancel flights.
Answer: C
Explanation
In this scenario, the
capability that best helps the agent is its ability to
Agent
execute tasks based on
and
using data from Knowledge articles. Agent can assist the service
available actions
answer questions
agent by providing relevant Knowledge articles on canceling and rebooking flights, ensuring
that the agent
has access to the correct steps and procedures directly within the workflow.
This feature leverages the agent’s existing context (the travel itinerary) and provides
actionable insights or
next steps from the relevant Knowledge articles to help the agent quickly resolve the
customer’s needs.
The other options are incorrect:
B refers to invoking a flow to create a Knowledge article, which is unrelated to the task of
retrieving
existing Knowledge articles.
C focuses on generating Knowledge articles, which is not the immediate need for this
situation where
the agent requires guidance on existing procedures.
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A.
B.
C.
References:
Salesforce Documentation on Agent
Trailhead Module on Einstein for Service

✅ Verified Correct Answer: C

Question #178
Question #:178
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?
Field Generation
Sales Email
Record Summary
Answer: A
Explanation
Why is "Field Generation" the correct answer?
In
, the
prompt template type is designed to populate
with
Agentforce
Field Generation
dynamic form fields
, such as
created by a
.
AI-generated content
summaries or descriptions
large language model (LLM)
Key Considerations for Using Field Generation in Dynamic Forms:
AI-Powered Summarization in Form Fields
Field Generation templates allow
based on customer data.
real-time AI-generated summaries
The summary is dynamically populated in the form field for the

sales or service representative

to review.
Human-in-the-Loop AI Strategy
Since
,
leadership wants a human to be involved Field Generation ensures the AI-generated
before submission.
content is editable
This keeps a
, allowing manual review before finalizing responses.
human-in-the-loop
Works with Salesforce Dynamic Forms
Field Generation templates
with Salesforce
, ensuring AI-
integrate seamlessly
Dynamic Forms
powered insights are embedded within form layouts.
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A.
B.
C.
Why Not the Other Options?
# B. Sales Email
Incorrect because Sales Email templates are
, not for
designed for AI-generated email content
.
populating form fields
# C. Record Summary
Incorrect because Record Summary templates generate
, but
high-level summaries of entire records
.
do not populate individual form fields dynamically
Agentforce Specialist References
Salesforce AI Specialist Material confirms that Field Generation templates are used for AI-
.
powered dynamic form population

✅ Verified Correct Answer: A

Question #149
Question #:149
In a Knowledge-based data library configuration, what is the primary difference between
the identifying fields
and the content fields?
Identifying fields help locate the correct Knowledge article, while content fields enrich AI
responses
with detailed information.
Identifying fields categorize articles for indexing purposes, while content fields provide a
brief
summary for display.
Identifying fields highlight key terms for relevance scoring, while content fields store the
full text of the
article for retrieval.
Answer: A
Explanation
Comprehensive and Detailed In-Depth Explanation:In Agentforce, a Knowledge-based data
library (e.g.,
via Salesforce Knowledge or Data Cloud grounding) uses identifying fields and content
fields to support AI
responses. Let’s analyze their roles.
Option A: Identifying fields help locate the correct Knowledge article, while content fields
enrich
AI responses with detailed information.In a Knowledge-based data library,
(e.g.,
identifying fields
Title, Article Number, or custom metadata) are used to search and pinpoint the relevant
Knowledge
article based on user input or context.
(e.g., Article Body, Details) provide the
Content fields
substantive data that the AI uses to generate detailed, enriched responses. This distinction
is critical for
grounding Agentforce prompts and aligns with Salesforce’s documentation on Knowledge
integration,
making it the correct answer.
Option B: Identifying fields categorize articles for indexing purposes, while content fields
provide
a brief summary for display.Identifying fields do more than categorize—they actively locate
articles,
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B.
C.
not just index them. Content fields aren’t limited to summaries; they include full article
content for
response generation, not just display. This option underrepresents their roles and is
incorrect.
Option C: Identifying fields highlight key terms for relevance scoring, while content fields
store
the full text of the article for retrieval.While identifying fields contribute to relevance (e.g.,
via
search terms), their primary role is locating articles, not just scoring. Content fields do store
full text,
but their purpose is to enrich responses, not merely enable retrieval. This option shifts
focus
inaccurately, making it incorrect.
Why Option A is Correct:The primary difference—identifying fields for locating articles and
content fields
for enriching responses—reflects their roles in Knowledge-based grounding, as per official
Agentforce
documentation.
References:
Salesforce Agentforce Documentation: Grounding with Knowledge > Data Library Setup –
Defines
identifying vs. content fields.
Trailhead: Ground Your Agentforce Prompts – Explains field roles in Knowledge integration.
Salesforce Help: Knowledge in Agentforce – Confirms locating and enriching functions.

✅ Verified Correct Answer: A

Question #28
Question #:28
Universal Container (UC) has effectively utilized prompt templates to update summary
fields on Lightning
record pages. An admin now wishes to incorporate similar functionality into UC's
automation process using
Flow.
How can the admin get a response from this prompt template from within a flow to use as
part of UC's
automation?
Invocable Apex
Flow Action
Einstein for Flow
Answer: C
Explanation
1.Context of the Question
oUniversal Container (UC) has used prompt templates to update summary fields on record
pages.
oNow, the admin wants to incorporate similar generative AI functionality within a Flow for
automation
purposes.
2.How to Call a Prompt Template Within a Flow
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B.
C.
oFlow Action: Salesforce provides a standard way to invoke generative AI templates or
prompts within a
Flow step. From the Flow Builder, you can add an “Action” that references the prompt
template you created
in Prompt Builder.
oOther Options:
Invocable Apex: Possible fallback if there’s no out-of-the-box Flow Action available.
However, Salesforce is
releasing native Flow integration for AI prompts, making custom Apex less necessary.
Einstein for Flow: A broad label for Salesforce’s generative AI features within Flow. Under
the hood, you
typically use a “Flow Action” that points to your prompt.
3.Conclusion
oThe easiest out-of-the-box solution is to use a Flow Action referencing the prompt
template. Hence, Option
B is correct.
Salesforce Agentforce Specialist References & Documents
•Salesforce Trailhead: Use Prompt Templates in Flow
Demonstrates how to add an Action in Flow that calls a prompt template.
•Salesforce Documentation: Einstein GPT for Flow

✅ Verified Correct Answer: C

Question #149
Question #:149
What is the primary function of the reasoning engine in Agentforce?
Identifying agent topics and actions to respond to user utterances
Offering real-time natural language response during conversations
Generating record queries based on conversation history
Answer: A
Explanation
Why is "Identifying agent topics and actions to respond to user utterances" the correct
answer?
In
, the
plays a critical role in
and
Agentforce
reasoning engine
interpreting user queries
determining the
.
appropriate agent response
Key Functions of the Reasoning Engine in Agentforce:
Analyzing User Intent
The reasoning engine
the meaning behind
.
interprets
natural language user inputs
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It maps user utterances to
to determine the correct AI-generated response.
predefined topics
Selecting the Appropriate Agent Action
The engine
and selects the best response
evaluates available actions
based on the detected topic
.
For example, if a user asks,
, the reasoning engine:
"What is my current account balance?"
Identifies the topic: "Account Information"
Chooses the correct action: "Retrieve account balance"
Executes the action and returns the response
Ensuring AI Accuracy and Context Awareness
The reasoning engine
in relevant
, ensuring
grounds AI-generated responses
Salesforce data
.
accurate outputs
Why Not the Other Options?
# B. Offering real-time natural language response during conversations.
Incorrect because real-time
(NLP) is handled by the
natural language processing
large language
, not the
.
model (LLM)
reasoning engine
The
, not
.
reasoning engine focuses on action selection
linguistic processing
# C. Generating record queries based on conversation history.
Incorrect because
is handled by
, not the
query generation
Copilot Actions (e.g., Query Records)
.
reasoning engine
The reasoning engine
which query should be run, but does not generate queries itself.
decides
Agentforce Specialist References
Salesforce AI Specialist Material explains that the reasoning engine identifies topics and
selects
.
agent actions
Salesforce Instructions for the Certification confirm that the reasoning engine determines AI

.
workflow execution

✅ Verified Correct Answer: A

Question #34
Question #:34
Universal Containers (UC) wants to ensure the effectiveness, reliability, and trust of its
agents prior to
deploying them in production. UC would like to efficiently test a large and repeatable
number of utterances.
What should the Agentforce Specialist recommend?
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B.
C.
Leverage the Agent Large Language Model (LLM) UI and test UC's agents with different
utterances
prior to activating the agent.
Deploy the agent in a QA sandbox environment and review the Utterance Analysis reports
to review
effectiveness.
Create a CSV file with UC's test cases in Agentforce Testing Center using the testing
template.
Answer: C
Explanation
Comprehensive and Detailed In-Depth Explanation:The goal of Universal Containers (UC) is
to test its
Agentforce agents for effectiveness, reliability, and trust before production deployment,
with a focus on
efficiently handling a
. Let’s evaluate each option against this
large and repeatable number of utterances
requirement and Salesforce’s official Agentforce tools and best practices.
Option A: Leverage the Agent Large Language Model (LLM) UI and test UC's agents with
different utterances prior to activating the agent.While Agentforce leverages advanced
reasoning
capabilities (powered by the Atlas Reasoning Engine), there’s no specific "Agent Large
Language
Model (LLM) UI" referenced in Salesforce documentation for testing agents. Testing
utterances directly
within an LLM interface might imply manual experimentation, but this approach lacks
scalability and
repeatability for a large number of utterances. It’s better suited for ad-hoc testing of
individual
responses rather than systematic evaluation, making it inefficient for UC’s needs.
Option B: Deploy the agent in a QA sandbox environment and review the Utterance Analysis

reports to review effectiveness.Deploying an agent in a QA sandbox is a valid step in the

development
lifecycle, as sandboxes allow testing in a production-like environment without affecting live
data.
However, "Utterance Analysis reports" is not a standard term in Agentforce documentation.
Salesforce
provides tools like Agent Analytics or User Utterances dashboards for post-deployment
analysis, but
these are more about monitoring live performance than pre-deployment testing. This
option doesn’t
explicitly address how to efficiently test a
before
large and repeatable number of utterances
deployment, making it less precise for UC’s requirement.
Option C: Create a CSV file with UC's test cases in Agentforce Testing Center using the
testing
template.The Agentforce Testing Center is a dedicated tool within Agentforce Studio
designed
specifically for testing autonomous AI agents. According to Salesforce documentation,
Testing Center
allows users to upload a CSV file containing test cases (e.g., utterances and expected
outcomes) using a
provided template. This enables the generation and execution of hundreds of synthetic
interactions in
parallel, simulating real-world scenarios. The tool evaluates how the agent interprets
utterances, selects
topics, and executes actions, providing detailed results for iteration. This aligns perfectly
with UC’s
need for efficiency (bulk testing via CSV), repeatability (standardized test cases), and
reliability
(systematic validation), ensuring the agent is production-ready. This is the recommended
approach per
official guidelines.
Why Option C is Correct:The Agentforce Testing Center is explicitly built for pre-
deployment validation of
agents. It supports bulk testing by allowing users to upload a CSV with utterances, which is
then processed by
the Atlas Reasoning Engine to assess accuracy and reliability. This method ensures UC can
systematically test
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A.
B.
C.
A.
B.
a large dataset, refine agent instructions or topics based on results, and build trust in the
agent’s performance—
all before production deployment. This aligns with Salesforce’s emphasis on testing non-
deterministic AI
systems efficiently, as noted in Agentforce setup documentation and Trailhead modules.
References:
Salesforce Trailhead: Get Started with Salesforce Agentforce Specialist Certification Prep –
Details the
use of Agentforce Testing Center for testing agents with synthetic interactions.
Salesforce Agentforce Documentation: Agentforce Studio > Testing Center – Explains how to
upload
CSV files with test cases for parallel testing.
Salesforce Help: Agentforce Setup > Testing Autonomous AI Agents – Recommends Testing
Center for
pre-deployment validation of agent effectiveness and reliability.
 ✅ Verified Correct Answer: C

Question #156
Question #:156
An Agentforce is creating a custom action in Agent.
Which option is available for the Agentforce Specialist to choose for the custom copilot
action?
Apex trigger
SOQL
Flows
Answer: C
Explanation
When creating a
in Agent, one of the available options is to use
. Flows are a powerful
custom action
Flows
automation tool in Salesforce, allowing the Agentforce Specialist to define custom logic and
actions within
the Copilot system. This makes it easy to extend Copilot's functionality without needing
custom code.
While
and
are important Salesforce tools,
are the recommended method for
Apex triggers
SOQL
Flows
creating custom actions within Agent because they are declarative and highly adaptable.
For further guidance, refer to
and
.
Salesforce Flow documentation
Agent customization resources

✅ Verified Correct Answer: C

Question #182
Question #:182
Universal Containers built a Field Generation prompt template that worked for many
records, but users are
reporting random failures with token limit errors. What is the cause of the random nature
of this error?
The template type needs to be switched to Flex to accommodate the variable amount of
tokens
generated by the prompt grounding.
The number of tokens generated by the dynamic nature of the prompt template will vary by
record.
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C.
A.
B.
The number of tokens that can be processed by the LLM varies with total user demand.
Answer: B
Explanation
Comprehensive and Detailed In-Depth Explanation:In Salesforce Agentforce, prompt
templates are used to
generate dynamic responses or field values by leveraging an LLM, often with grounding
data from Salesforce
records or external sources. The scenario describes a Field Generation prompt template
that fails
intermittently with token limit errors, indicating that the issue is tied to exceeding the
LLM’s token capacity
(e.g., input + output tokens). The
of these failures suggests variability in the token count
random nature
across different records, which is directly addressed by Option B.
Prompt templates in Agentforce can be dynamic, meaning they pull in record-specific data
(e.g., customer
names, descriptions, or other fields) to generate output. Since the data varies by record—
some records might
have short text fields while others have lengthy ones—the total number of tokens (words,
characters, or
subword units processed by the LLM) fluctuates. When the token count exceeds the LLM’s
limit (e.g., 4,096
tokens for some models), the process fails, but this only happens for records with higher
token-generating
data, explaining the randomness.
Option A: Switching to a "Flex" template type might sound plausible, but Salesforce
documentation
does not define "Flex" as a specific template type for handling token variability in this
context (there
are Flow-based templates, but they’re unrelated to token limits). This option is a distractor
and not a
verified solution.
Option C: The LLM’s token processing capacity is fixed per model (e.g., a set limit like
128,000
tokens for advanced models) and does not vary with user demand. Demand might affect
performance or
availability, but not the token limit itself.
Option B is the correct answer because it accurately identifies the dynamic nature of the
prompt template as
the root cause of variable token counts leading to random failures.
References:
Salesforce Agentforce Documentation: "Prompt Templates" (Salesforce Help:
https://help.salesforce.
com/s/articleView?id=sf.agentforce_prompt_templates.htm&type=5)
Trailhead: "Build Prompt Templates for Agentforce"
(https://trailhead.salesforce.com/content/learn
/modules/build-prompt-templates-for-agentforce)

✅ Verified Correct Answer: B

Question #115
Question #:115
Universal Containers (UC) plans to automatically populate the Description field on the
Account object.
Which type of prompt template should UC use?
Field Generation prompt template
Flex Prompt template
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A.
Sales Email prompt template
Answer: A
Explanation
Context of the QuestionUniversal Containers (UC) wants to automatically populate the
Description
field on the Account object. The AI-driven solution must generate textual data and write it
directly into
a field.
Field Generation Prompt Template
Primary Use Case: A Field Generation prompt template is specifically designed to create or
fill
in fields on a record with AI-generated text.
Auto-population: By configuring a Field Generation prompt template, admins can define the
instructions, data inputs, and desired output for the AI. The resulting text then populates
the
specified field, such as the Account Description.
Why Not Flex or Sales Email Prompt Templates?
Flex Prompt Template: Used to combine or manipulate data across objects, merges, or
references from multiple sources in more advanced, flexible prompts. Typically not the go-
to for
straightforward text generation on a single field.
Sales Email Prompt Template: Focused on drafting or summarizing emails for sales reps
(like
crafting outreach or follow-up messages). This template is not specifically built to populate
a
field on a record.
ConclusionFor automatically populating the Description field with AI-generated content, the
Field
(Option A) is the correct choice.
Generation prompt template
Salesforce Agentforce Specialist References & Documents
Salesforce Documentation: Prompt Template TypesExplains various template types (Field
Generation, Flex, Email, etc.) and their typical use cases.
Salesforce Agentforce Specialist Study GuideHighlights Field Generation prompt templates
for
populating or updating record fields with AI-generated text.

✅ Verified Correct Answer: A

Question #164
Question #:164
Universal Containers (UC) is using Einstein Generative AI to generate an account summary.
UC aims to
ensure the content is safe and inclusive, utilizing the Einstein Trust Layer's toxicity scoring
to assess the
content's safety level.
What does a safety category score of 1 indicate in the Einstein Generative Toxicity Score?
Not safe
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C.
A.
B.
C.
Safe
Moderately safe
Answer: B
Explanation
In the
, the
system is used to evaluate the safety level of content
Einstein Trust Layer
toxicity scoring
generated by AI, particularly to ensure that it is non-toxic, inclusive, and appropriate for
business contexts. A
indicates that the content is deemed
.
toxicity score of 1
safe
The scoring system ranges from 0 (unsafe) to 1 (safe), with intermediate values indicating
varying degrees of
safety. In this case, a score of 1 means that the generated content is fully safe and meets the
trust and
compliance guidelines set by the
.
Einstein Trust Layer
For further reference, check Salesforce’s official
regarding
Einstein Trust Layer documentation
toxicity
for AI-generated content.
scoring

✅ Verified Correct Answer: B

Question #84
Question #:84
Universal Containers is evaluating Einstein Generative AI features to improve the
productivity of the service
center operation.
Which features should the Agentforce Specialist recommend?
Service Replies and Case Summaries
Service Replies and Work Summaries
Reply Recommendations and Sales Summaries
Answer: A
Explanation
To improve the productivity of the service center, the Agentforce Specialist should
recommend the Service
and
features.
Replies
Case Summaries
Service Replies helps agents by automatically generating suggested responses to customer
inquiries,
reducing response time and improving efficiency.
Case Summaries provide a quick overview of case details, allowing agents to get up to speed
faster on
customer issues.
Work Summaries are not as relevant for direct customer service operations, and
are
Sales Summaries
focused on sales processes, not service center productivity.
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B.
C.
For more information, see
on the use of generative AI
Salesforce's Einstein Service Cloud documentation
to assist customer service teams.

✅ Verified Correct Answer: A

Question #60
Question #:60
Universal Containers (UC) wants its AI agent to return responses quickly. UC needs to
optimize the retriever's
configuration to ensure minimal latency when grounding AI responses.
Which configuration aspect should UC prioritize?
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.
Increase the recency bias setting for the retriever limiting scope to more recent data.
Answer: B
Explanation
Why is "Ensure the retriever's filters are defined to limit the scope of each search
efficiently" the
correct answer?
In
, when optimizing a
to ensure minimal latency in AI-generated
Agentforce
retriever's configuration
responses, the most effective approach is
by applying
.
narrowing the scope of searches
specific filters
Key Considerations for Optimizing Retrievers in Agentforce:
Defining Effective Filters
Applying
reduces unnecessary data retrieval,
.
precise search filters
decreasing response time
Filters help
, avoiding delays caused by processing large datasets.
focus on relevant records
Reducing Query Complexity
Overly broad searches can
, leading to
.
increase retrieval time
latency issues
Well-configured
streamline queries, improving response speed.
retriever filters
Optimizing the Data Indexing Process
Restricting retriever searches to
enhances efficiency.
indexed fields
Pre-indexed data is
, reducing retrieval time.
faster to access
Why Not the Other Options?
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B.
C.
# A. Configure the retriever to operate in dynamic mode so that it modifies the search index
structure
at runtime.
Incorrect because modifying the
increases latency rather than reducing it.
search index at runtime
Index modifications require
, which can slow down AI-generated
restructuring large datasets
responses.
# C. Increase the recency bias setting for the retriever, limiting scope to more recent data.
Incorrect because increasing
only prioritizes recent records but does not necessarily
recency bias
improve overall
.
retrieval speed
While it
, it does not directly
issues.
affects relevance
address latency
Agentforce Specialist References
Salesforce AI Specialist Material confirms that retriever efficiency depends on well-defined
to minimize latency.
filtering mechanisms
Salesforce Instructions for Certification highlight
to improve
retriever optimization strategies
search response times.

✅ Verified Correct Answer: B

Question #172
Question #:172
The Agentforce Specialist of Northern Trail Outfitters reviewed the organization's data
masking settings
within the Configure Data Masking menu within Setup. Upon assessing all of the fields, a few
additional fields
were deemed sensitive and have been masked within Einstein's Trust Layer.
Which steps should the Agentforce Specialist take upon modifying the masked fields?
Turn off the Einstein Trust Layer and turn it on again.
Test and confirm that the responses generated from prompts that utilize the data and
masked data do not
adversely affect the quality of the generated response
Turn on Einstein Feedback so that end users can report if there are any negative side effects
on AI
features.
Answer: B
Explanation
After modifying masked fields in
, the next important step is to
that
Einstein's Trust Layer
test and confirm
the responses generated by prompts utilizing the newly masked data still meet quality
standards. This ensures
that masking sensitive information does not negatively impact the usefulness or accuracy of
the AI-generated
content. Thorough testing helps identify any issues in prompt performance that could arise
due to masking,
and adjustments can be made if needed.
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A.
B.
C.
Option B is correct because testing the effects of masking on AI responses is a critical step in
ensuring
AI continues to function as expected.
Option A (turning off and on the Einstein Trust Layer) is unnecessary after changing the
masked fields.
Option C (turning on Einstein Feedback) allows for user feedback but is not a direct step
following
field masking modifications.
References:
Salesforce Einstein Trust Layer Overview: https://help.salesforce.com/s/articleView?id=sf.
einstein_trust_layer.htm

✅ Verified Correct Answer: B

Question #202
Question #:202
In the context of retriever and search indexes, what best describes the data preparation
process in Data Cloud?
Data preparation focuses on real-time data ingestion and dynamic indexing to generate
dynamic
grounding reference data without preprocessing steps.
Data preparation entails aggregating, normalizing, and encoding structured datasets to
ensure
compliance with data governance and security protocols.
Data preparation Involves loading, chunking, vectorizing, and storing content in a search-
optimized
manner to support retrieval from the vector database.
Answer: C
Explanation
Why is "Loading, Chunking, Vectorizing, and Storing" the correct answer?
Agentforce AI-powered search and retriever indexing requires data to be
and
for
structured
optimized
retrieval. The
involves:
Data Cloud preparation process
Key Steps in the Data Preparation Process for Agentforce:
Loading Data
Raw text from
is loaded into
documents, emails, chat transcripts, and Knowledge articles
.
Data Cloud
Chunking (Breaking Text into Small Parts)
AI
into
to improve
.
divides long-form text
retrievable chunks
response accuracy
Example: A
might be
.
1000-word article
split into multiple indexed paragraphs
Vectorization (Transforming Text for AI Retrieval)
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B.
C.
Each text chunk is
.
converted into numerical vector embeddings
This enables
based on
, not just keywords.
faster AI-powered searches
semantic meaning
Storing in a Vector Database
The processed data is
.
stored in a search-optimized vector format
Agentforce AI retrievers use this data to
.
find relevant responses quickly
Why Not the Other Options?
# A. Real-time data ingestion and dynamic indexing
Incorrect because while real-time updates
, the
can occur
primary process involves preprocessing
first.
and indexing
# B. Aggregating, normalizing, and encoding structured datasets
Incorrect because this process relates to
, not
.
data compliance and security
AI retrieval optimization
Agentforce Specialist References
Salesforce AI Specialist Material confirms that data preparation includes chunking,
vectorizing,
.
and storing for AI retrieval in Data Cloud

✅ Verified Correct Answer: C

Question #70
Question #:70
Where should the Agentforce Specialist go to add/update actions assigned to a copilot?
Copilot Actions page, the record page for the copilot action, or the Copilot Action Library tab
Copilot Actions page or Global Actions
Copilot Detail page, Global Actions, or the record page for the copilot action
Answer: A
Explanation
To add or update actions assigned to a copilot, An Agentforce can manage this through
several areas:
Copilot Actions Page: This is the central location where copilot actions are managed and
configured.
Record Page for the Copilot Action: From the record page, individual copilot actions can be
updated
or modified.
Copilot Action Library Tab: This tab serves as a repository where predefined or custom
actions for
Copilot can be accessed and modified.
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A.
B.
C.
These areas provide flexibility in managing and updating the actions assigned to Copilot,
ensuring that the AI
assistant remains aligned with business requirements and processes.
The other options are incorrect:
B misses the Copilot Action Library, which is crucial for managing actions.
C includes the Copilot Detail page, which isn't the primary place for action management.
References:
Salesforce Documentation on Managing Copilot Actions
Salesforce Agentforce Specialist Guide on Copilot Action Management
 ✅ Verified Correct Answer: A

Question #84
Question #:84
Universal Containers wants support agents to use Agentforce to ask questions about its
product tutorials and
product guides.
What should the Agentforce Specialist do to meet this requirement?
Create a prompt template for product tutorials and guides.
Add an Answer Questions custom field in the product object for tutorial instructions.
Publish product tutorials and guides as Knowledge articles.
Answer: C
Explanation
Context of the QuestionUniversal Containers (UC) wants its support agents to use
Agentforce to ask
questions about product tutorials and product guides. Agentforce typically references
knowledge
sources to provide accurate and contextual responses.
Why Knowledge Articles?
Centralized Repository: Publishing product tutorials and guides as Knowledge articles in
Salesforce ensures that the information is readily available and searchable by Agentforce.
AI Integration: Salesforce’s AI solutions, including Agentforce, can often be configured to
pull
content directly from Salesforce Knowledge articles, giving users on-demand answers
without
manual data duplication.
Maintenance & Updates: Storing content in Salesforce Knowledge simplifies content
updates,
versioning, and user permissions.
Why Not the Other Options?
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B.
C.
Option A (Create a Prompt Template): Creating a prompt template alone does not solve how

the underlying content (tutorials, guides) is stored or accessed by Agentforce. Prompt

templates
shape the queries/responses but do not provide the knowledge base.
Option B (Add an Answer Questions Custom Field): A single field on the product object is
insufficient for the depth of information found in tutorials and guides. It also lacks the
robust
search and user-friendly interface that Knowledge articles provide.
ConclusionTo ensure Agentforce can effectively retrieve and deliver accurate information
about
products,
is the recommended
publishing product tutorials and guides as Knowledge articles
approach.
Salesforce Agentforce Specialist References & Documents
Salesforce Documentation: Set Up Salesforce KnowledgeDiscusses how to publish articles
for easy
access
by AI-driven assistants and support teams.
Salesforce Agentforce Specialist Study GuideExplains best practices for feeding knowledge
sources
to generative AI and Agentforce.

✅ Verified Correct Answer: C

Question #77
Question #:77
Universal Containers (UC) would like to implement the Sales Development Representative
(SDR) Agent.
Which channel consideration should UC be aware of while implementing it?
SDR Agent must be deployed in the Messaging channel.
SDR Agent only works in the Email channel.
SDR Agent must also be deployed on the company website.
Answer: A
Explanation
Comprehensive and Detailed In-Depth Explanation:Universal Containers (UC) is
implementing the
Agentforce Sales Development Representative (SDR) Agent, a prebuilt AI agent designed to
qualify leads and
schedule meetings. Channel considerations are critical for deployment. Let’s evaluate the
options based on
official Salesforce documentation.
Option A: SDR Agent must be deployed in the Messaging channel.The Agentforce SDR Agent
is
designed to engage prospects in real-time conversations, primarily through the Messaging
channel (e.g.,
Salesforce Messaging for in-app or web chat). This aligns with its purpose of qualifying
leads
interactively and scheduling meetings, as outlined in Agentforce for Sales documentation.
While it may
leverage email for follow-ups, its core deployment and interaction occur via Messaging,
making this a
key consideration UC must be aware of. This is the correct answer.
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A.
B.
C.
Option B: SDR Agent only works in the Email channel.The SDR Agent is not limited to email.
While it can send emails (e.g., follow-ups after lead qualification), its primary function—
real-time lead
engagement—relies on Messaging. Stating it "only works in the Email channel" is inaccurate
and
contradicts its documented capabilities, making this incorrect.
Option C: SDR Agent must also be deployed on the company website.While the SDR Agent
can be
embedded on a company website via Messaging (e.g., as a chat widget), this is an
implementation
choice, not a mandatory requirement. The agent’s deployment is channel-specific
(Messaging), and
website integration is optional, not a "must." This option overstates the requirement,
making it incorrect.
Why Option A is Correct:The SDR Agent’s primary deployment in the Messaging channel is a
documented
consideration for its real-time lead qualification capabilities. UC must plan for this channel
to ensure effective
implementation, as per Salesforce guidelines.
References:
Salesforce Agentforce Documentation: SDR Agent Setup > Channels – Specifies Messaging as
the
primary channel.
Trailhead: Explore Agentforce Sales Agents – Notes SDR Agent’s Messaging focus for lead
engagement.
Salesforce Help: Agentforce for Sales > SDR Agent – Confirms Messaging deployment
requirement.

✅ Verified Correct Answer: A

Question #114
Question #:114
Amid their busy schedules, sales reps at Universal Containers dedicate time to follow up
with prospects and
existing clients via email regarding renewals or new deals. They spend many hours
throughout the
week reviewing past communications and details about their customers before performing
their outreach.
Which standard Copilot action helps sales reps draft personalized emails to prospects by
generating text based
on previous successful communications?
Agent Action: Find Similar Opportunities
Agent Action: Draft or Revise Sales Email
Agent Action: Summarize Record
Answer: B
Explanation
For sales reps who need to draft personalized emails based on previous communications,
the Agentforce
Specialist should recommend the
. This action uses AI to
Agent Action: Draft or Revise Sales Email
generate or revise email content, leveraging past successful communications to create
personalized and
relevant outreach to prospects or clients.
Find Similar Opportunities is used for opportunity matching, not email drafting.
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B.
C.
A.
B.
C.
Summarize Record provides a summary of customer data but does not directly help with
drafting
emails.
For more information, refer to
on standard actions for sales teams.
Salesforce's Agent documentation

✅ Verified Correct Answer: B

Question #151
Question #:151
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?
Improving data entry and data cleansing
Allowing AI to perform tasks without user interaction
Streamlining workflows and automating repetitive tasks
Answer: C
Explanation
The key reason for implementing
is its ability to
and
Agent
streamline workflows
automate repetitive tasks
. By leveraging AI, Agent can assist users in handling mundane, repetitive processes, such as
automatically
generating insights, completing actions, and guiding users through complex processes, all of
which
significantly improve operational efficiency.
Option A (Improving data entry and cleansing) is not the primary purpose of Agent, as its
focus is on
guiding and assisting users through workflows.
Option B (Allowing AI to perform tasks without user interaction) does not accurately
describe the role
of Agent, which operates interactively to assist users in real time.
Salesforce Agentforce Specialist References:More details can be found in the Salesforce
documentation:
https://help.salesforce.com/s/articleView?id=sf.einstein_copilot_overview.htm

✅ Verified Correct Answer: C

Question #158
Question #:158
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?
Define filters to narrow the search results based on specific conditions.
Change the search index to a different data model object (DMO).
Increase the maximum number of results returned to capture a broader dataset.
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A.
B.
C.
Answer: A
Explanation
Comprehensive and Detailed In-Depth Explanation:In Salesforce Agentforce, a
is used to
custom retriever
fetch relevant data (e.g., from Data Cloud’s vector database or Salesforce records) to ground
AI responses.
UC’s issue is that their retriever returns too many irrelevant results, reducing response
accuracy. The best
solution is to
(Option A) to refine the retriever’s search criteria. Filters allow UC to specify
define filters
conditions (e.g., "only retrieve documents from the ‘Policy’ category” or “records created
after a certain
date”) that narrow the dataset, ensuring the retriever returns only relevant results. This
directly improves the
precision of AI-generated responses by excluding extraneous data, addressing UC’s problem
effectively.
Option B: Changing the search index to a different data model object (DMO) might be
relevant if the
retriever is querying the wrong object entirely (e.g., Accounts instead of Policies). However,
the
question implies the retriever is functional but unrefined, so adjusting the existing setup
with filters is
more appropriate than switching DMOs.
Option C: Increasing the maximum number of results would worsen the issue by returning
even more
data, including more irrelevant entries, contrary to UC’s goal of improving relevance.
Option A: Filters are a standard feature in custom retrievers, allowing precise control over
retrieved
data, making this the correct action.
Option A is the most effective step to ensure relevance in retrieved data.
References:
Salesforce Agentforce Documentation: "Create Custom Retrievers" (Salesforce Help:
https://help.
salesforce.com/s/articleView?id=sf.agentforce_custom_retrievers.htm&type=5)
Salesforce Data Cloud Documentation: "Filter Data for AI Retrieval"
(https://help.salesforce.com/s
/articleView?id=sf.data_cloud_retrieval_filters.htm&type=5)

✅ Verified Correct Answer: A

Question #103
Question #:103
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?
Record summary prompt template
Email generation prompt template
Flex prompt template
Answer: C
Explanation
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B.
C.
Universal Containers (UC) wants to enable its sales team to leverage AI to recommend
products from its
catalog. The best option for this use case is a
.
Flex prompt template
A
is designed to provide flexible, customizable AI-driven recommendations or
Flex prompt template
responses based on specific data points, such as product information, customer needs, or
sales history. This
template type allows the AI to consider various inputs and parameters, making it ideal for
generating product
recommendations dynamically.
In contrast:
A
(Option A) is used to summarize data related to a specific
Record summary prompt template
record, such as generating a quick summary of a sales opportunity or account, but not for
recommending products.
An
(Option B) is tailored for crafting email content and is not
Email generation prompt template
suitable for suggesting products based on a catalog.
Given the need for dynamic recommendations that pull from a product catalog and
potentially other sales
data, the
is the correct approach.
Flex prompt template
Salesforce References:
Salesforce Prompt Templates Overview: https://help.salesforce.com/s/articleView?
id=000391407&type=1
Flex Prompt Template Usage: https://developer.salesforce.com/docs/atlas.en-
us.salesforce_ai.meta
/salesforce_ai/prompt_flex_template

✅ Verified Correct Answer: C

Question #67
Question #:67
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.
Answer: C
Explanation
Comprehensive and Detailed In-Depth Explanation:The task requires analyzing user inputs,
requests, and
to identify patterns and trends in Agentforce interactions. Let’s assess the options based on
queries
Agentforce’s analytics capabilities.
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A.
B.
C.
Option A: Agent Event Logs dashboard.Agent Event Logs capture detailed technical events
(e.g.,
API calls, errors, or system-level actions) related to agent operations. While useful for
troubleshooting
or monitoring system performance, they are not designed to analyze user inputs or
conversational
trends. This option does not meet the requirement and is incorrect.
Option B: AI Audit and Feedback Data dashboard.There’s no specific "AI Audit and Feedback
Data
dashboard" in Agentforce documentation. Feedback mechanisms exist (e.g., user feedback
on
responses), and audit trails may track changes, but no single dashboard combines these for
analyzing
user queries and trends. This option appears to be a misnomer and is incorrect.
Option C: User Utterances dashboard.The User Utterances dashboard in Agentforce
Analytics is
specifically designed to analyze user inputs, requests, and queries. It aggregates and
visualizes what
users are asking the agent, identifying patterns (e.g., common topics) and trends (e.g., rising
query
types). Specialists can use this to refine agent instructions or topics, making it the perfect
tool for this
task. This is the correct answer per Salesforce documentation.
Why Option C is Correct:The User Utterances dashboard is tailored for conversational
analysis, offering
insights into user interactions that align with the specialist’s goal of identifying patterns and
trends. It’s a
documented feature of Agentforce Analytics for post-deployment optimization.
References:
Salesforce Agentforce Documentation: Agent Analytics > User Utterances Dashboard –
Describes its
use for analyzing user queries.
Trailhead: Monitor and Optimize Agentforce Agents – Highlights the dashboard’s role in
trend
identification.
Salesforce Help: Agentforce Dashboards – Confirms User Utterances as a key tool for
interaction
analysis.

✅ Verified Correct Answer: C

Question #198
Question #:198
What should An Agentforce consider when using related list merge fields in a prompt
template associated
with an Account object in Prompt Builder?
The Activities related list on the Account object is not supported because it is a polymorphic
field.
If person accounts have been enabled, merge fields will not be available for the Account
object.
Prompt generation will yield no response when there is no related list associated with an
Account in
runtime.
Answer: A
Explanation
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B.
C.
When using related list merge fields in a prompt template associated with the Account
object in Prompt
, the
is not supported due to it being a
. Polymorphic fields
Builder
Activities related list
polymorphic field
can reference multiple different types of objects, which makes them incompatible with
some merge field
operations in prompt generation.
Option B is incorrect because person accounts do not limit the availability of merge fields
for the
Account object.
Option C is irrelevant since even if no related lists are available at runtime, the prompt can
still
generate based on other available data fields.
For more information, refer to
on supported fields and limitations in
Salesforce documentation
Prompt
.
Builder

✅ Verified Correct Answer: A

Question #54
Question #:54
Universal Containers, dealing with a high volume of chat inquiries, implements Einstein
Work Summaries to
boost productivity.
After an agent-customer conversation, which additional information does Einstein generate
and fill, apart
from the "summary"'
Sentiment Analysis and Emotion Detection
Draft Survey Request Email
Issue and Revolution
Answer: C
Explanation
Einstein Work Summaries automatically generate concise summaries of customer
interactions (e.g., chat
transcripts). Beyond the "summary" field, it extracts and populates
(key problem discussed) and
Issue
(action taken to resolve the issue). These fields help agents and supervisors quickly grasp
the
Resolution
conversation's context without reviewing the full transcript.
Sentiment Analysis and Emotion Detection (Option A): While Einstein Conversation Insights

provides sentiment scores and emotion detection, these are separate from Work
Summaries. Work
Summaries focus on factual summaries, not sentiment.
Draft Survey Request Email (Option B): Not part of Work Summaries. This would require
automation tools like Flow or Email Studio.
Issue and Resolution (Option C): Directly referenced in Salesforce documentation as fields
populated
by Einstein Work Summaries.
References:
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B.
C.
Salesforce Help Article: Einstein Work Summaries
Einstein Work Summaries focus on "key details like
and
" alongside summaries.
Issue
Resolution
Contrast with Einstein Conversation Insights for sentiment/emotion analysis.

✅ Verified Correct Answer: C

Question #136
Question #:136
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?
Turn on Service AI Grounding, Grounding with Case, and Service Replies.
Turn on Service Replies, Service AI Grounding, and Grounding with Knowledge.
Turn on Service AI Grounding and Grounding with Knowledge.
Answer: C
Explanation
To meet
goal of improving efficiency and reducing agent handling time with AI-
Universal Containers'
generated responses, the best approach is to enable
,
, and
Service Replies Service AI Grounding
Grounding
.
with Knowledge
Service Replies generates responses automatically.
Service AI Grounding ensures that the AI is using relevant case data.
Grounding with Knowledge ensures that responses are backed by Salesforce Knowledge
articles,
allowing agents to identify whether a response is coming from the
or
.
LLM
Salesforce Knowledge
Option C does not include
, which is necessary for generating AI responses.
Service Replies
Option A lacks the
, which is essential for identifying response sources.
Grounding with Knowledge
For more details, refer to
on grounding and service replies.
Salesforce Service AI documentation

✅ Verified Correct Answer: C

Question #136
Question #:136
An Agentforce is setting up a new org and needs to ensure that users can create and execute
prompt templates.
The Agentforce Specialist is unsure which roles are necessary for these tasks.
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A.
B.
C.
A.
B.
C.
Which permission sets should the Agentforce Specialist assign to users who need to create
and execute
prompt templates?
Prompt Template Manager for creating templates and Data Cloud Admin for executing
templates
Prompt Template Manager for creating templates and Prompt Template User for executing
templates
Data Cloud Admin for creating templates and Prompt Template User for executing
templates
Answer: B
Explanation
To effectively manage and use prompt templates, two distinct permission sets are required:
Prompt Template Manager: This permission set allows users to create prompt templates. It
provides
the necessary access to define templates, which can be shared and utilized across the
organization.
Prompt Template User: This permission set is designed for users who need to execute the
templates. It
provides the ability to interact with pre-designed prompts and generate outcomes based on
these
templates.
The
permission set is not directly relevant to creating or executing prompt templates but
Data Cloud Admin
is more focused on managing the Data Cloud.

✅ Verified Correct Answer: B

Question #190
Question #:190
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?
The Apex classes must have at least 75% code coverage from unit tests, and all
dependencies must be
in the deployment package.
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.
The Apex classes may bypass the 75% code coverage requirement as long as they are only
used by the
agent.
Answer: A
Explanation
Comprehensive and Detailed In-Depth Explanation:Universal Containers (UC) is using Apex
classes
within an Agent Action for their Agentforce Agent. Deploying Apex in Salesforce has specific
requirements,
especially when tied to Agentforce functionality. Let’s evaluate the options.
Option A: The Apex classes must have at least 75% code coverage from unit tests, and all
dependencies must be in the deployment package.Salesforce enforces a strict requirement
that all
Apex classes must achieve at least 75% code coverage from unit tests for deployment to
production,
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A.
B.
regardless of their use case (e.g., Agentforce, triggers, or web services). Additionally, when
Apex is
invoked by an Agent Action (e.g., via a Flow or direct invocation), all dependencies (e.g.,
referenced
classes, objects) must be included in the deployment package to ensure functionality. This is
a standard
deployment consideration in Salesforce and applies to Agentforce, making this the correct
answer.
Option 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.Salesforce’s 75% code coverage
requirement is mandatory for production deployment, regardless of whether the agent is
activated.
There’s no exemption based on activation status—coverage is enforced at the deployment
stage. This
option is incorrect and contradicts Salesforce’s Apex deployment rules.
Option C: The Apex classes may bypass the 75% code coverage requirement as long as they
are
only used by the agent.No such bypass exists in Salesforce. The 75% code coverage rule
applies
universally to all Apex in production, including classes used by Agentforce. Agent-specific
usage doesn’
t waive this requirement, making this incorrect.
Why Option A is Correct:The 75% code coverage requirement and inclusion of
dependencies are
fundamental Salesforce deployment rules, applicable to Apex in Agent Actions. This ensures
reliability and
functionality in production, as per official documentation.
References:
Salesforce Agentforce Documentation: Agent Builder > Custom Actions > Apex – Notes
standard Apex
deployment rules apply.
Salesforce Developer Guide: Apex Testing – Confirms 75% coverage requirement.
Trailhead: Deploy Apex Code – Emphasizes coverage and dependencies for production.

✅ Verified Correct Answer: A

Question #145
Question #:145
Universal Containers has a custom Agent action calling a flow to retrieve the real-time
status of an order from
the order fulfillment system.
For the given flow, what should the Agentforce Specialist consider about the running user's
data access?
The flow must have the "with sharing" permission selected m the advanced settings for the
permissions,
field-level security, and sharing settings to be respected.
The custom action adheres to the permissions, held-level security, and sharing settings
configured in the
flow.
. The Agent will always run flows in system mode so the running user's data access will not
affect the
data returned.
Answer: B
Explanation
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B.
C.
When a flow is invoked via a custom Agent action, its data access depends on the flow’s
runtime
, not system mode by default. Salesforce flows can be configured to respect the running
user’s
configuration
permissions and sharing settings:
If the flow is set to
(enabled in Flow Settings), it adheres
"Run as the User Who Launched the Flow"
to the user’s permissions, field-level security (FLS), and sharing rules.
Option C is incorrect because flows do not always run in system mode unless explicitly
configured to
do so.
Option A is misleading because "with sharing" is an Apex concept, not a flow setting. Flows
use
runtime settings like FLS and sharing enforcement.
References:
Salesforce Help: Flow Runtime and Security Context
Flow Settings: "Run with User Permission and Field-Level Security" ensures data access
aligns with the
user’s permissions.

✅ Verified Correct Answer: B

Question #201
Question #:201
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?
User Utterances dashboard
Agent Event Logs dashboard
AI Audit & Feedback Data dashboard
Answer: A
Explanation
The
(Option A) is the correct functionality for analyzing user inputs, requests,
User Utterances dashboard
and queries to identify patterns and trends. This dashboard aggregates and categorizes the
natural language
inputs (utterances) from users, enabling the Agentforce Specialist to:
Identify Common Queries: Surface frequently asked questions or recurring issues.
Detect Intent Patterns: Understand how users phrase requests, which helps refine intent
detection
models.
Improve Bot Training: Highlight gaps in training data or misclassified utterances that
require
adjustment.
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A.
B.
C.
A.
B.
C.
Why Other Options Are Incorrect:
B. Agent Event Logs dashboard: Focuses on agent activity (e.g., response times, resolved
cases)
rather than user input analysis.
C. AI Audit & Feedback Data dashboard: Tracks AI model performance, audit trails, and user
feedback scores but does not directly analyze raw user utterances or queries.
References:
Salesforce Einstein Agentforce Specialist Certification Guide: Emphasizes the User
Utterances
dashboard as the primary tool for analyzing user inputs to improve conversational AI.
Trailhead Module: "Einstein Bots Basics" highlights using the dashboard to refine bot
training based
on user interaction data.
Salesforce Help Documentation: Describes the User Utterances dashboard as critical for
identifying
trends in customer interactions.

✅ Verified Correct Answer: A

Question #192
Question #:192
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
Answer: C
Explanation
The primary function of the
in the
system is to
that should be
planner service
Agent
identify copilot actions
taken in response to user utterances. This service is responsible for analyzing the
conversation and
determining the appropriate actions (such as querying records, generating a response, or
taking another action)
that the
should perform based on user input.
Agent

✅ Verified Correct Answer: C

Question #177
Question #:177
Which feature in the Einstein Trust Layer helps to minimize the risks of jailbreaking and
prompt injection
attacks?
Secure Data Retrieval and Grounding
Data Masking
Prompt Defense
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A.
B.
C.
Answer: C
Explanation
The
is designed to ensure responsible and compliant AI usage.
(B) is
Einstein Trust Layer
Data Masking
the mechanism that directly addresses compliance with data protection regulations like
GDPR by obscuring or
anonymizing sensitive personal data (e.g., names, emails, phone numbers) before it is
processed by AI
models. This prevents unauthorized exposure of personally identifiable information (PII)
and ensures
adherence to privacy laws.
Salesforce documentation explicitly states that
is a core component of the Einstein Trust
Data Masking
Layer, enabling organizations to meet GDPR requirements by automatically redacting
sensitive fields during
AI interactions. For example, masked data ensures that PII is not stored or used in AI model
training or
inference without explicit consent.
In contrast:
Toxicity Scoring (A) identifies harmful or inappropriate content in outputs but does not
address data
privacy.
Prompt Defense (C) guards against malicious prompts or injection attacks but focuses on
security
rather than data protection compliance.

✅ Verified Correct Answer: C

Question #121
Question #:121
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?
Action Triggers
Instructions
Output Types
Answer: B
Explanation
Comprehensive and Detailed In-Depth Explanation:UC’s development team needs to
identify a core
component of a Custom Agent Action in Agent Builder. Let’s assess the options.
Option A: Action Triggers"Action Triggers" isn’t a term used in Agentforce Custom Agent
Action
configuration. Actions are invoked by topics or plans, not standalone triggers, making this
incorrect.
Option B: InstructionsInstructions are a core component of a Custom Agent Action in
Agentforce.
Defined in Agent Builder, they guide the Atlas Reasoning Engine on how to execute the
action (e.g.,
what to do with inputs, how to process data). Reviewing the instructions helps the team
understand the
action’s purpose and logic, making this the correct answer.
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B.
C.
Option C: Output TypesWhile outputs are part of an action’s result, "Output Types" isn’t a
distinct
configuration element in Agent Builder. Outputs are determined by the action’s execution
(e.g., Flow or
Apex), not a separate setting, making this less core and incorrect.
Why Option B is Correct:Instructions are a fundamental component of Custom Agent
Actions, providing
the AI’s execution directives, as per Salesforce documentation.
References:
Salesforce Agentforce Documentation: Agent Builder > Custom Actions – Highlights
instructions as
key.
Trailhead: Build Agents with Agentforce – Details configuring actions with instructions.
Salesforce Help: Create Custom Actions – Confirms instructions’ role.

✅ Verified Correct Answer: B

Question #192
Question #:192
After configuring and saving a Salesforce Agentforce Data Library (regardless of the data
source), which
components are automatically created and available in Data Cloud?
A data pipeline, an indexing engine, and a query processor
A data connector, an analytics dashboard, and a workflow rule
A data stream, a search index, and a retriever
Answer: C
Explanation
Why is "A data stream, a search index, and a retriever" the correct answer?
When a
is configured and saved, it automatically creates
Salesforce Agentforce Data Library
three
in
to facilitate AI-driven search and retrieval.
essential components
Data Cloud
Key Components Created in Data Cloud:
Data Stream
This acts as the
.
pipeline that brings data into Data Cloud
It enables
from sources such as
real-time data ingestion
Salesforce records, PDFs, or external
.
databases
Search Index
After ingestion, data is
.
indexed for efficient search and retrieval
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A.
B.
C.
This allows
and retrieve relevant data faster.
AI models to perform structured queries
Retriever
The retriever is an
that uses the
to fetch the most
AI-powered search mechanism
search index
relevant data.
It ensures that AI-generated responses are
.
grounded in structured, reliable data
Why Not the Other Options?
# A. A data pipeline, an indexing engine, and a query processor
Incorrect because Data Cloud does
use a
in the same way as traditional databases.
not
query processor
Instead,
.
retrievers handle AI-powered data searches
# B. A data connector, an analytics dashboard, and a workflow rule
Incorrect because these components are
when setting up a Data Library.
not automatically created
Analytics dashboards and workflow rules are separate tools used for
.
reporting and automation
Agentforce Specialist References
Salesforce AI Specialist Material confirms that a Data Stream, Search Index, and Retriever
are
when configuring a Data Library.
created automatically in Data Cloud

✅ Verified Correct Answer: C

Question #166
Question #:166
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?
fine-tune the Einstein AI model with CBM data.
Build Al model with Einstein discovery and deploy to sales users.
Enable Agentforce and deploy to sales users.
Answer: A
Explanation
Context of the QUESTION NO: Universal Containers (UC) wants to harness generative AI to
boost
sales productivity. They are wary of public AI virtual assistants (like generic chatbots) that
lack
sufficient UC-specific data to generate useful business responses.
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Why Fine-Tune an Einstein AI Model with CRM Data?
Company-Specific Relevance: By fine-tuning Einstein AI with UC’s CRM data (accounts,
opportunities, products, and historical interactions), the model learns the enterprise-
specific
context. This ensures that the generative outputs are accurate and tailored to UC’s sales
scenarios.
Security and Compliance: Using Salesforce Einstein within the Salesforce ecosystem keeps
data
under UC’s control, aligning with trust, security, and compliance requirements.
Better Predictions: Einstein AI can produce more relevant insights (e.g., recommended next
steps, content suggestions, or AI-generated email responses) when it has been trained on
real,
high-quality internal data.
Why Not Build an AI Model with Einstein Discovery (Option B)?
Einstein Discovery Use Case: Einstein Discovery is best suited for predictive and
prescriptive
analytics (e.g., analyzing large data sets for patterns, scoring leads, or predicting churn).
While it
provides advanced analytics, it is not primarily designed for generative text-based
interactions for
end-user consumption in a conversational format.
Why Not Enable Agentforce (Option C)?
Agentforce Overview: “Agentforce” (sometimes referencing a pilot or non-mainstream
name)
typically focuses on interactive help or workforce collaboration. It does not inherently solve
the
problem of large-scale generative AI using internal CRM data. Moreover, you still need a
robust
generative engine fine-tuned on company data.
Outcome: Fine-tuning the Einstein AI model with UC’s CRM data (Answer A) is the most
direct,
Salesforce-native solution to provide generative AI responses that are aligned with UC’s
context,
driving productivity gains and ensuring data privacy.
Salesforce Agentforce Specialist References & Documents
Salesforce Official: Einstein GPT Overview
Discusses how Einstein GPT can be fine-tuned with specific CRM data to deliver contextually

relevant, generative AI responses.

Salesforce Trailhead: Get Started with Salesforce Einstein
Explains the fundamentals of AI within the Salesforce platform, including training and
optimizing Einstein models.
Salesforce Documentation: Einstein Discovery
Details how Einstein Discovery is primarily used for advanced analytics and predictions, not

direct generative text solutions.

Salesforce Agentforce Specialist Study Guide
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A.
B.
C.
A.
B.
C.
Provides the official outline of Einstein AI capabilities, referencing how to configure and
fine-
tune models for specialized enterprise use cases.

✅ Verified Correct Answer: A

Question #105
Question #:105
An Al Specialist is tasked with configuring a generative model to create personalized sales
emails using
customer data stored in Salesforce. The AI
Specialist has already fine-tuned a large language model (LLM) on the OpenAI platform.
Security and data
privacy are critical concerns for the client.
How should the Agentforce Specialist integrate the custom LLM into Salesforce?
Create an application of the custom LLM and embed it in Sales Cloud via iFrame.
Add the fine-tuned LLM in Einstein Studio Model Builder.
Enable model endpoint on OpenAl and make callouts to the model to generate emails.
Answer: B
Explanation
Since security and data privacy are critical, the best option for the Agentforce Specialist is to
integrate the fine-
tuned
into Salesforce by adding it to
.
LLM (Large Language Model)
Einstein Studio Model Builder
allows organizations to bring their own AI models (BYOM), ensuring the model is securely
Einstein Studio
managed within Salesforce’s environment, adhering to data privacy standards.
Option A (embedding via iFrame) is less secure and doesn’t integrate deeply with
Salesforce's data and
security models.
Option C (making callouts to OpenAI) raises concerns about data privacy, as sensitive
Salesforce data
would be sent to an external system.
Einstein Studio provides the most secure and seamless way to integrate custom AI models
while maintaining
control over data privacy and compliance. More details can be found in Salesforce's Einstein
Studio
on integrating external models.
documentation

✅ Verified Correct Answer: B

Question #139
Question #:139
Which element in the Omni-Channel Flow should be used to connect the flow with the
agent?
Route Work Action
Assignment
Decision
Answer: A
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B.
C.
Explanation
Comprehensive and Detailed In-Depth Explanation:UC is integrating an Agentforce agent
with Omni-
Channel Flow to route work. Let’s identify the correct element.
Option A: Route Work ActionThe "Route Work" action in Omni-Channel Flow assigns work
items (e.
g., cases, chats) to agents or queues based on routing rules. When connecting to an
Agentforce agent,
this action links the flow to the agent’s queue or presence, enabling interaction. This is the
standard
element for agent integration, making it the correct answer.
Option B: AssignmentThere’s no "Assignment" element in Flow Builder for Omni-Channel.
Assignment rules exist separately, but within flows, routing is handled by "Route Work,"
making this
incorrect.
Option C: DecisionThe "Decision" element branches logic, not connects to agents. It’s a
control
structure, not a routing mechanism, making it incorrect.
Why Option A is Correct:"Route Work" is the designated Omni-Channel Flow action for
connecting to
agents, including Agentforce agents, per Salesforce documentation.
References:
Salesforce Agentforce Documentation: Omni-Channel Integration – Specifies "Route Work"
for agents.
Trailhead: Omni-Channel Flow Basics – Details routing actions.
Salesforce Help: Set Up Omni-Channel Flows – Confirms "Route Work" usage.

✅ Verified Correct Answer: A

Question #80
Question #:80
Universal Containers (UC) uses Salesforce Service Cloud to support its customers and
agents handling cases.
UC is considering implementing Agent and extending Service Cloud to mobile users.
When would Agent implementation be most advantageous?
When the goal is to streamline customer support processes and improve response times
When the main objective is to enhance data security and compliance measures
When the focus is on optimizing marketing campaigns and strategies
Answer: A
Explanation
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B.
C.
Agent implementation would be most advantageous in
when the goal is to
Salesforce Service Cloud
. Agent can assist agents by providing
streamline customer support processes and improve response times
real-time suggestions, automating repetitive tasks, and generating contextual responses,
thus enhancing
service efficiency.
Option B (data security) is not the primary focus of Agent, which is more about improving
operational
efficiency.
Option C (marketing campaigns) falls outside the scope of Service Cloud and Agent’s
primary
benefits, which are aimed at improving customer service and case management.
For further reading, refer to
and how it improves
Salesforce documentation on Agent for Service Cloud
support processes.

✅ Verified Correct Answer: A

Question #176
Question #:176
Universal Containers (UC) has a legacy system that needs to integrate with Salesforce. UC
wishes to create a
digest of account action plans using the generative API feature.
Which API service should UC use to meet this requirement?
REST API
Metadata API
SOAP API
Answer: A
Explanation
To create a digest of account action plans using the generative API feature,
should use
Universal Containers
the
. The
is ideal for integrating Salesforce with external systems and enabling
REST API
REST API
interaction with Salesforce data, including generative capabilities like creating summaries
or digests. It
supports modern web standards and is suitable for flexible, lightweight interactions
between Salesforce and
legacy systems.
Metadata API is used for retrieving and deploying metadata, not for data operations like
generating
summaries.
SOAP API is an older API used for integration but is less flexible compared to REST for this
specific
use case.
For more details, refer to
regarding using REST for data integration
Salesforce REST API documentation
and generating content.

✅ Verified Correct Answer: A

Question #100
Question #:100
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A.
B.
C.
A.
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?
Apex Trigger
SOQL
Flows
Answer: C
Explanation
Comprehensive and Detailed In-Depth Explanation:The Agentforce Specialist is defining a
custom action
for an Agentforce agent in Agent Builder. Actions determine what the agent does (e.g.,
retrieve data, update
records). Let’s evaluate the options.
Option A: Apex TriggerApex Triggers are event-driven scripts, not selectable actions in
Agent
Builder. While Apex can be invoked via other means (e.g., Flows), it’s not a direct option for
custom
agent actions, making this incorrect.
Option B: SOQLSOQL (Salesforce Object Query Language) is a query language, not an
executable
action type in Agent Builder. While actions can use queries internally, SOQL isn’t a
standalone option,
making this incorrect.
Option C: FlowsIn Agentforce Studio’s Agent Builder, custom actions can be created using
Salesforce
Flows. Flows allow complex logic (e.g., data retrieval, updates, or integrations) and are
explicitly
supported as a custom action type. The specialist can select an existing Flow or create one,
making this
the correct answer.
Option D: JavaScriptJavaScript isn’t an option for defining agent actions in Agent Builder. It’s
used
in Lightning Web Components, not agent configuration, making this incorrect.
Why Option C is Correct:Flows are a native, flexible option for custom actions in Agentforce,
enabling
tailored functionality for agents, as per official documentation.
References:
Salesforce Agentforce Documentation: Agent Builder > Custom Actions – Lists Flows as a
supported
action type.
Trailhead: Build Agents with Agentforce – Details Flow-based actions.
Salesforce Help: Configure Agent Actions – Confirms Flows integration.

✅ Verified Correct Answer: C

Question #200
Question #:200
How does an Agent respond when it can’t understand the request or find any requested
information?
With a preconfigured message, based on the action type.
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B.
C.
A.
B.
C.
With a general message asking the user to rephrase the request.
With a generated error message.
Answer: B
Explanation
Comprehensive and Detailed In-Depth Explanation:Agentforce Agents are designed to
handle situations
where they cannot interpret a request or retrieve requested data gracefully. Let’s assess the
options based on
Agentforce behavior.
Option A: With a preconfigured message, based on the action type.While Agentforce allows
customization of responses, there’s no specific mechanism tying preconfigured messages to
action
types for unhandled requests. Fallback responses are more general, not action-specific,
making this
incorrect.
Option B: With a general message asking the user to rephrase the request.When an
Agentforce
Agent fails to understand a request or find information, it defaults to a general fallback
response,
typically asking the user to rephrase or clarify their input (e.g., “I didn’t quite get that—
could you try
asking again?”). This is configurable in Agent Builder but defaults to a user-friendly prompt
to
encourage retry, aligning with Salesforce’s focus on conversational UX. This is the correct
answer per
documentation.
Option C: With a generated error message.Agentforce Agents prioritize user experience
over
technical error messages. While errors might log internally (e.g., in Event Logs), the user-
facing
response avoids jargon and focuses on retry prompts, making this incorrect.
Why Option B is Correct:The default behavior of asking users to rephrase aligns with
Agentforce’s
conversational design principles, ensuring a helpful response when comprehension fails, as
noted in official
resources.
References:
Salesforce Agentforce Documentation: Agent Builder > Fallback Responses – Describes
general retry
messages.
Trailhead: Build Agents with Agentforce – Covers handling ununderstood requests.
Salesforce Help: Agentforce Interaction Design – Confirms user-friendly fallback behavior.

✅ Verified Correct Answer: B

Question #188
Question #:188
For an Agentforce Data Library that contains uploaded files, what occurs once it is created
and configured?
Indexes the uploaded files in a location specified by the user
Indexes the uploaded files into Data Cloud
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C.
A.
B.
C.
Indexes the uploaded files in Salesforce File Storage
Answer: B
Explanation
Comprehensive and Detailed In-Depth Explanation:In Salesforce Agentforce, a
is a feature that
Data Library
allows organizations to upload files (e.g., PDFs, documents) to be used as grounding data for
AI-driven
agents. Once the Data Library is created and configured, the uploaded files are
to make their content
indexed
searchable and usable by the AI (e.g., for retrieval-augmented generation or prompt
enhancement). The key
question is where this indexing occurs. Salesforce Agentforce integrates tightly with
, a unified
Data Cloud
data platform that includes a vector database optimized for storing and indexing
unstructured data like
uploaded files. When a Data Library is set up, the files are ingested and indexed into Data
Cloud’s vector
database, enabling the AI to efficiently retrieve relevant information from them during
conversations or
actions.
Option A: Indexing files in a "location specified by the user" is not a feature of Agentforce
Data
Libraries. The indexing process is managed by Salesforce infrastructure, not a user-defined
location.
Option B: This is correct. Data Cloud handles the indexing of uploaded files, storing them in
its vector
database to support AI capabilities like semantic search and content retrieval.
Option C: Salesforce File Storage (e.g., where ContentVersion records are stored) is used for
general
file storage, but it does not inherently index files for AI use. Agentforce relies on Data Cloud
for
indexing, not basic file storage.
Thus, Option B accurately reflects the process after a Data Library is created and configured
in Agentforce.
References:
Salesforce Agentforce Documentation: "Set Up a Data Library" (Salesforce Help:
https://help.salesforce.
com/s/articleView?id=sf.agentforce_data_library.htm&type=5)
Salesforce Data Cloud Documentation: "Vector Database for AI"
(https://help.salesforce.com/s
/articleView?id=sf.data_cloud_vector_database.htm&type=5)

✅ Verified Correct Answer: B

Question #118
Question #:118
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?
Define scope instructions to the agent specifying a list of allowed article titles or IDs.
Update the Data Library Retriever to filter on a custom field on the Knowledge article.
Assign Data Categories to Knowledge articles, and define Data Category filters in the
Agentforce Data
Library.
Answer: C
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A.
B.
C.
Explanation
Comprehensive and Detailed In-Depth Explanation:UC wants to restrict the "Answer
Questions with
Knowledge" action to a subset of Knowledge articles. Let’s evaluate the options for scoping
agent access.
Option A: Define scope instructions to the agent specifying a list of allowed article titles or
IDs.
Agent instructions in Agent Builder guide behavior but cannot enforce granular data access
restrictions
like a specific list of article titles or IDs. This approach is impractical and bypasses
Salesforce’s
security model, making it incorrect.
Option B: Update the Data Library Retriever to filter on a custom field on the Knowledge
article.
While Data Library Retrievers in Data Cloud can filter data, this requires custom
development (e.g.,
modifying indexing logic) and assumes articles are ingested with a custom field for filtering.
This is
less straightforward than native Knowledge features and not a standard option, making it
incorrect.
Option C: Assign Data Categories to Knowledge articles, and define Data Category filters in
the
Agentforce Data Library.Salesforce Knowledge uses Data Categories to organize articles
(e.g., by
topic or type). In Agentforce, when configuring a Data Library with Knowledge, you can
apply Data
Category filters to limit which articles the agent accesses. For the "Answer Questions with
Knowledge"
action, this ensures the agent only retrieves articles within the specified categories, aligning
with UC’s
goal. This is a native, documented solution, making it the correct answer.
Why Option C is Correct:Using Data Categories and filters in the Data Library is the
recommended,
scalable way to limit Knowledge article access for agent actions, as per Salesforce
documentation.
References:
Salesforce Agentforce Documentation: Data Library > Knowledge Filters – Describes Data
Category
filtering.
Trailhead: Ground Your Agentforce Prompts – Covers limiting Knowledge scope.
Salesforce Help: Knowledge in Agentforce – Recommends categories for access control.

✅ Verified Correct Answer: C

Question #144
Question #:144
Universal Containers recently launched a pilot program to integrate conversational AI into
its CRM business
operations with Agentforce Agents. How should the Agentforce Specialist monitor Agents’
usability and the
assignment of actions?
Run a report on the Platform Debug Logs.
Query the Agent log data using the Metadata API.
Run Agent Analytics.
Answer: C
Explanation
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B.
C.
Comprehensive and Detailed In-Depth Explanation:Monitoring the usability and action
assignments of
Agentforce Agents requires insights into how agents perform, how users interact with them,
and how actions
are executed within conversations. Salesforce provides
(Option C) as a built-in capability
Agent Analytics
specifically designed for this purpose. Agent Analytics offers dashboards and reports that
track metrics such
as agent response times, user satisfaction, action invocation frequency, and success rates.
This tool allows the
Agentforce Specialist to assess usability (e.g., are agents meeting user needs?) and monitor
action
assignments (e.g., which actions are triggered and how often), providing actionable data to
optimize the pilot
program.
Option A: Platform Debug Logs are low-level logs for troubleshooting Apex, Flows, or
system
processes. They don’t provide high-level insights into agent usability or action assignments,
making
this unsuitable.
Option B: The Metadata API is used for retrieving or deploying metadata (e.g., object
definitions), not
runtime log data about agent performance. While Agent log data might exist, querying it via
Metadata
API is not a standard or documented approach for this use case.
Option C: Agent Analytics is the dedicated solution, offering a user-friendly way to monitor
conversational AI performance without requiring custom development.
Option C is the correct choice for effectively monitoring Agentforce Agents in a pilot
program.
References:
Salesforce Agentforce Documentation: "Agent Analytics Overview" (Salesforce Help:
https://help.
salesforce.com/s/articleView?id=sf.agentforce_analytics.htm&type=5)
Trailhead: "Agentforce for Admins"
(https://trailhead.salesforce.com/content/learn/modules/agentforce-
for-admins)

✅ Verified Correct Answer: C

Question #81
Question #:81
After a successful implementation of Agentforce Sates Agent with sales users. Universal
Containers now aims
to deploy it to the service team.
Which key consideration should the Agentforce Specialist keep in mind for this
deployment?
Assign the Agentforce for Service permission to the Service Cloud users.
Assign the standard service actions to Agentforce Service Agent.
Review and test standard and custom Agent topics and actions for Service Center use cases.
Answer: C
Explanation
When deploying Einstein Agent (formerly Agentforce) from Sales to Service Cloud:
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A.
B.
C.
Agent Topics and Actions are context-specific. Service Cloud use cases (e.g., case resolution,
knowledge retrieval) require validation of existing topics/actions to ensure alignment with
service
workflows.
Option A: Permissions like "Agentforce for Service" are necessary but secondary to
functional
compatibility.
Option B: Standard service actions must be mapped to Agentforce, but testing ensures they
function as
intended.
References:
Salesforce Help: Einstein Agent Setup
Emphasizes reviewing "topics and actions for different user groups (Sales vs. Service)."

✅ Verified Correct Answer: C

Question #143
Question #:143
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?
Use the merge fields to reference a custom related list of opportunities.
Use merge fields to reference the default related list of opportunities.
Use formula fields to reference the Einstein related list of opportunities.
Answer: B
Explanation
In Salesforce, when creating a prompt template for the sales team, you can include data
from related objects
such as Opportunities that are linked to an Account. The best method to ground the AI
model and provide
relevant information from related records, like Opportunities, is by using
.
merge fields
Merge fields in Salesforce allow you to dynamically reference data from a record or related
records, like
Opportunities for a given Account. In this scenario, the Agentforce Specialist needs to pull
data from the
 associated with the Account. This is achieved by using merge fields,
default related list of Opportunities
which pull in data from the standard relationship Salesforce creates between Accounts and
Opportunities.
Option A (referencing a custom related list) and Option C (using formula fields with
Einstein-related lists) do
not align with the standard, practical grounding method for this task. Custom lists would
require additional
configurations not typically necessary for a basic use case, and formula fields are typically
not used to directly
fetch related list data for prompt generation in templates. The standard and straightforward
method is using
merge fields tied to the default related list of opportunities.
Salesforce References:
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A.
B.
C.
Merge Fields in Templates: https://help.salesforce.com/s/articleView?
id=000387601&type=1
Grounding Data in Prompts: https://developer.salesforce.com/docs/atlas.en-
us.salesforce_ai.meta
/salesforce_ai/grounding_data_prompts

✅ Verified Correct Answer: B

Question #202
Question #:202
What should Universal Containers consider when deploying an Agentforce Service Agent
with multiple
topics and Agent Actions to production?
Deploy agent components without a test run in staging, relying on production data for
reliable results.
Sandbox configuration alone ensures seamless production deployment.
Ensure all dependencies are included, Apex classes meet 75% test coverage, and
configuration settings
are aligned with production. Plan for version management and post-deployment activation.
Deploy flows or Apex after agents, topics, and Agent Actions to avoid deployment failures
and
potential production agent issues requiring complete redeployment.
Answer: B
Explanation
Comprehensive and Detailed In-Depth Explanation:UC is deploying an Agentforce Service
Agent with
multiple topics and actions to production. Let’s assess deployment considerations.
Option A: Deploy agent components without a test run in staging, relying on production
data for
reliable results. Sandbox configuration alone ensures seamless production
deployment.Skipping
staging tests is risky and against best practices. Sandbox configuration doesn’t guarantee
production
success without validation, making this incorrect.
Option B: Ensure all dependencies are included, Apex classes meet 75% test coverage, and
configuration settings are aligned with production. Plan for version management and post-
deployment activation.This is a comprehensive approach: dependencies (e.g., flows, Apex)
must be
deployed, Apex requires 75% coverage, and production settings (e.g., permissions,
channels) must
align. Version management tracks changes, and post-deployment activation ensures
controlled rollout.
This aligns with Salesforce deployment best practices for Agentforce, making it the correct
answer.
Option C: Deploy flows or Apex after agents, topics, and Agent Actions to avoid deployment
failures and potential production agent issues requiring complete redeployment.Deploying
components separately risks failures (e.g., actions needing flows failing). All components
should deploy
together for consistency, making this incorrect.
Why Option B is Correct:Option B covers all critical deployment considerations for a robust
Agentforce
rollout, as per Salesforce guidelines.
References:
Salesforce Agentforce Documentation: Deploy Agents to Production – Lists dependencies
and coverage.
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B.
C.
Trailhead: Deploy Agentforce Agents – Emphasizes testing and activation planning.
Salesforce Help: Agentforce Deployment Best Practices – Confirms comprehensive
approach.
 ✅ Verified Correct Answer: B

Question #87
Question #:87
Once a data source is chosen for an Agentforce Data Library, what is true about changing
that data source
later?
The data source can be changed through the Data Cloud settings.
The Data Retriever can be reconfigured to use a different data source.
The data source cannot be changed after it is selected.
Answer: C
Explanation
Why is "The data source cannot be changed after it is selected" the correct answer?
When configuring an
, the
. Once a data source
Agentforce Data Library
data source selection is permanent
is set, it cannot be modified or replaced. This design ensures

data consistency, security, and reliability

within Salesforce's AI-driven environment.
Key Considerations in Agentforce Data Library
Data Source Lock-In
The chosen data source remains fixed to maintain
and avoid inconsistencies.
data integrity
Any updates or modifications require
instead of modifying the
creating a new Data Library
existing one.
Why Can't the Data Source Be Changed?
The data source defines
, and any modification would
the foundation of AI-driven workflows
disrupt processing logic.
Agentforce tools rely on structured datasets to
, and
enable AI-powered recommendations
changing data sources could lead to inconsistencies in grounding techniques.
Workarounds for Changing Data Sources
If an organization needs to use a different data source,
must be
a new Agentforce Data Library
created and configured from scratch.
Old data can be
into the new data source for continuity.
manually migrated
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B.
C.
Why Not the Other Options?
# A. The data source can be changed through the Data Cloud settings.
Incorrect because once the data source is linked to an Agentforce Data Library, it cannot be
altered,
even via Data Cloud settings.
# B. The Data Retriever can be reconfigured to use a different data source.
Incorrect as the Data Retriever works within the constraints of the selected data source and
does not
provide an option to swap data sources post-selection.
Agentforce Specialist References
The
and
confirm that
Salesforce AI Specialist Material
Salesforce Instructions for the Certification
once
.
a data source is set for an Agentforce Data Library, it cannot be changed

✅ Verified Correct Answer: C

Question #38
Question #:38
Universal Containers needs to provide insights on the usability of Agents to drive adoption
in the organization.
What should the Agentforce Specialist recommend?
Agent Analytics
Agentforce Analytics
Agent Studio Analytics
Answer: A
Explanation
Agent Analytics: This tool is specifically designed to provide usability insights for Salesforce
agents. It
tracks metrics like adoption rates, task completion times, and efficiency levels, helping
organizations
identify areas where agents excel or need additional support.
Agentforce Analytics: This term does not correspond to a recognized Salesforce feature.
Agent Studio Analytics: This is unrelated to analyzing agent usability, as it primarily
supports
customization or development features rather than providing analytics for adoption.
Thus,
is the correct recommendation as it offers actionable insights to drive agent adoption
Agent Analytics
and productivity.

✅ Verified Correct Answer: A

Question #152
Question #:152
Universal Containers wants to be able to detect with a high level confidence if content
generated by a large
language model (LLM) contains toxic language.
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A.
B.
C.
A.
B.
C.
Which action should an Al Specialist take in the Trust Layer to confirm toxicity is being
appropriately
managed?
Access the Toxicity Detection log in Setup and export all entries where isToxicityDetected is
true.
Create a flow that sends an email to a specified address each time the toxicity score from the
response
exceeds a predefined threshold.
Create a Trust Layer audit report within Data Cloud that uses a toxicity detector type filter
to display
toxic responses and their respective scores.
Answer: C
Explanation
To ensure that content generated by a large language model (LLM) is appropriately
screened for toxic
language, the Agentforce Specialist should create a
within
. By using
Trust Layer audit report
Data Cloud
the
, the report can display
along with their respective toxicity
toxicity detector type filter
toxic responses
scores, allowing
to monitor and manage any toxic content generated with a high level
Universal Containers
of confidence.
Option C is correct because it enables visibility into toxic language detection within the

Trust Layer
and allows for auditing responses for toxicity.
Option A suggests checking a toxicity detection log, but
provides more comprehensive
Salesforce
options via the audit report.
Option B involves creating a flow, which is unnecessary for toxicity detection monitoring.
References:
Salesforce Trust Layer Documentation: https://help.salesforce.com/s/articleView?id=sf.
einstein_trust_layer_audit.htm

✅ Verified Correct Answer: C

Question #189
Question #:189
Universal Containers wants to leverage the Record Snapshots grounding feature in a
prompt template. What
preparations are required?
Configure page layout of the master record type.
Create a field set for all the fields to be grounded.
Enable and configure dynamic form for the object.
Answer: B
Explanation
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B.
C.
Comprehensive and Detailed In-Depth Explanation:Universal Containers (UC) aims to use
Record
Snapshots grounding in a prompt template to provide context from a specific record. Let’s
evaluate the
preparation steps.
Option A: Configure page layout of the master record type.While page layouts define field
visibility
for users, Record Snapshots grounding relies on field accessibility at the object level, not the
layout.
The AI accesses data based on permissions and configuration, not layout alone, making this
insufficient
and incorrect.
Option B: Create a field set for all the fields to be grounded.Record Snapshots in Prompt
Builder
allow grounding with fields from a record, but you must specify which fields to include.
Creating a
field set is a recommended preparation step—it groups the fields (e.g., from the object) to
be passed to
the prompt template, ensuring the AI has the right data. This is a documented best practice
for
controlling snapshot scope, making it the correct answer.
Option C: Enable and configure dynamic form for the object.Dynamic Forms enhance UI
flexibility
but aren’t required for Record Snapshots grounding. The feature pulls data directly from the
object, not
the form configuration, making this irrelevant and incorrect.
Why Option B is Correct:Creating a field set ensures the prompt template uses the intended
fields for
grounding, a key preparation step per Salesforce documentation.
References:
Salesforce Agentforce Documentation: Prompt Builder > Record Snapshots – Recommends
field sets
for grounding.
Trailhead: Ground Your Agentforce Prompts – Details field set preparation.
Salesforce Help: Set Up Record Snapshots – Confirms field set usage.

✅ Verified Correct Answer: B

Question #5
Question #:5
An Agentforce at Universal Containers (UC) is building with no-code tools only. They have
many small
accounts that are only touched periodically by a specialized sales team, and UC wants to
maximize the sales
operations team's time. UC wants to help prep the sales team for the calls by summarizing
past purchases,
interests in products shown by the Contact captured via Data Cloud, and a recap of past
email and phone
conversations for which there are transcripts.
Which approach should the Agentforce Specialist recommend to achieve this use case?
Use a prompt template grounded on CRH and Data Cloud data using standard foundation
model.
Fine-Tune the standard foundational model due to the complexity of the data.
Deploy UC's own custom foundational model on this data first.
Answer: A
Explanation
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B.
C.
For no-code implementations,
allows Agentforce Specialists to create
Prompt Builder
prompt templates
that dynamically ground responses in Salesforce CRM data (e.g., past purchases) and Data
Cloud insights (e.
g., product interests) without custom coding. The standard foundation model (e.g., Einstein
GPT) can
synthesize this data into summaries, leveraging structured and unstructured sources (e.g.,
email/phone
transcripts). Fine-tuning (B) or custom models (C) require code and are unnecessary here,
as the use case does
not involve unique data patterns requiring model retraining.

✅ Verified Correct Answer: A

Question #181
Question #:181
In addition to Recipient and Sender, which object should An Agentforce utilize for inserting
merge fields into
a Sales email template prompt?
Recipient Opportunities
Recipient Account
User Organization
Answer: B
Sales Email Template Use Case:When creating a Sales email template (especially for
outreach or
follow-up), you often need to reference relevant details about the Account linked to the
recipient.
Standard Merge Fields in Salesforce Email Templates:
Recipient (Contact, Lead, or Person receiving the email)
Sender (User sending the email)
Recipient Account (the Account related to that Contact, providing company-level details and

other relevant data)

Why Recipient Account?
For Sales communications, referencing the
data (e.g., Account name, industry, or other
Account
custom fields) in an email is very common.
This is especially important for B2B scenarios where the Contact is tied to an Account.
“Recipient Opportunities” could be multiple, so it’s less direct for standard email merges.
The
“User Organization” is more generic internal information, not typically inserted for
personalization to the recipient.
References and Study Resources:
Salesforce Help & Training # Email Templates: Merge Fields
Salesforce Trailhead # “Create and Customize Email Templates in Sales Cloud”
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B.
C.
A.
B.
C.
Salesforce Agentforce Specialist Study Resources (covers recommended best practices for
leveraging standard objects like Account in AI-powered or prompt-based communications)

✅ Verified Correct Answer: B

Question #191
Question #:191
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?
Populate an Al-generated time-to close estimation to opportunities
Populate an AI generated summary field for sales contracts.
Populate an Al generated lead score for new leads.
Answer: B
Explanation
Prompt Builder is explicitly required to create
via prompt templates. These
AI-generated summary fields
fields use natural language instructions to extract or synthesize information (e.g.,
summarizing contract
terms). Time-to-close estimations (A) and lead scores (C) are typically handled by
predictive AI (e.g.,
Einstein Opportunity Scoring) or analytics tools, which do not require Prompt Builder.

✅ Verified Correct Answer: B

Question #168
Question #:168
Which business requirement presents a good use case for leveraging Einstein Prompt
Builder?
Forecast future sales trends based on historical data.
Identify potential high-value leads for targeted marketing campaigns.
Send reply to a request for proposal via a personalized email.
Answer: C
Explanation
Context of the Question
Einstein Prompt Builder is a Salesforce feature that helps generate text (summaries, email
content, responses) using AI models.
The question presents three potential use cases, asking which one best fits the capabilities
of
Einstein Prompt Builder.
Einstein Prompt Builder Typical Use Cases
Text Generation & Summaries: Great for writing or summarizing content, like responding to
an
email or generating text for a record field.
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B.
C.
Why Not Forecast Future Sales Trends or Identify Potential High-Value Leads?
(Option A) Forecasting trends typically involves predictive analytics and modeling
capabilities found in Einstein Discovery or standard reporting, not generative text solutions.
(Option B) Identifying leads for marketing campaigns involves lead scoring or analytics,
again an Einstein Discovery or Lead Scoring scenario.
Sending a Personalized RFP Email (Option C) is a classic example of using generative AI to
compose well-structured, context-aware text.
ConclusionOption C (Send reply to a request for proposal via a personalized email) is the
best match
for Einstein Prompt Builder’s generative text functionality.
Salesforce Agentforce Specialist References & Documents
Salesforce Documentation: Einstein Prompt Builder OverviewHighlights how to use Prompt
Builder to create and customize text-based responses, especially for email or record fields.
Salesforce Agentforce Specialist Study GuideExplains that generative AI features in
Salesforce are
designed for creating or summarizing text, not for advanced predictive use cases (like
forecasting or
lead scoring).

✅ Verified Correct Answer: C

Question #58
Question #:58
Universal Containers (UC) has recently received an increased number of support cases. As a
result, UC has
hired more customer support reps and has started to assign some of the ongoing cases to
newer reps.
Which generative AI solution should the new support reps use to understand the details of a
case without
reading through each case comment?
Agent
Einstein Sales Summaries
Einstein Work Summaries
Answer: C
Explanation
New customer support reps at
can use
to quickly
Universal Containers
Einstein Work Summaries
understand the details of a case without reading through each case comment.
leverage
Work Summaries
generative AI to provide a concise overview of ongoing cases, summarizing all relevant
information in an
easily digestible format.
Agent can assist with a variety of tasks but is not specifically designed for summarizing case
details.
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A.
B.
C.
A.
B.
C.
Einstein Sales Summaries are focused on summarizing sales-related activities, which is not
applicable
for support cases.
For more details, refer to
.
Salesforce documentation on Einstein Work Summaries

✅ Verified Correct Answer: C

Question #196
Question #:196
Which part of the Einstein Trust Layer architecture leverages an organization's own data
within a large
language model (LLM) prompt to confidently return relevant and accurate responses?
Prompt Defense
Data Masking
Dynamic Grounding
Answer: C
Explanation
Dynamic Grounding in the Einstein Trust Layer architecture ensures that large language
model (LLM)
prompts are enriched with
(e.g., Salesforce records, Knowledge articles) to
organization-specific data
generate accurate and relevant responses. By dynamically injecting contextual data into
prompts, it reduces
hallucinations and aligns outputs with trusted business data.
Prompt Defense (A) focuses on blocking malicious inputs or prompt injections but does not
enhance
responses with organizational data.
Data Masking (B) redacts sensitive information but does not contribute to grounding
responses in
business context.

✅ Verified Correct Answer: C

Question #191
Question #:191
When a customer chat is initiated, which functionality in Salesforce provides generative AI
replies or draft
emails based on recommended Knowledge articles?
Einstein Reply Recommendations
Einstein Service Replies
Einstein Grounding
Answer: B
Explanation
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B.
C.
When a
,
provides

customer chat is initiated Einstein Service Replies

generative AI replies or draft emails
based on recommended
. This feature uses the information from the
Knowledge articles
Salesforce
to generate responses that are relevant to the customer's query, improving the efficiency
and
Knowledge base
accuracy of customer support interactions.
Option B is correct because
is responsible for generating AI-driven responses
Einstein Service Replies
based on knowledge articles.
Option A (Einstein Reply Recommendations) is focused on recommending replies but does
not
generate them.
Option C (Einstein Grounding) refers to grounding responses in data but is not directly
related to
drafting replies.
References:
Einstein Service Replies Overview: https://help.salesforce.com/s/articleView?id=sf.
einstein_service_replies.htm

✅ Verified Correct Answer: B

Question #167
Question #:167
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?
Agent Builder and Action: Query Records.
Einstein Prompt Builder and Prompt Templates.
Einstein Recommendation Builder.
Answer: B
Explanation
Comprehensive and Detailed In-Depth Explanation:UC wants to streamline the use of
Generative AI by
reducing the time reps spend typing prompts and ensuring consistency, leveraging their
existing prompt
knowledge. Let’s evaluate the options.
Option A: Agent Builder and Action: Query Records.Agent Builder in Agentforce Studio
creates
autonomous AI agents with actions like "Query Records" to fetch data. While this could
retrieve
information, it’s designed for agent-driven workflows, not for simplifying manual prompt
entry or
ensuring consistency across user inputs. This doesn’t directly address UC’s concerns and is
incorrect.
Option B: Einstein Prompt Builder and Prompt Templates.Einstein Prompt Builder, part of
Agentforce Studio, allows users to create reusable
that encapsulate specific
prompt templates
instructions and grounding for Generative AI (e.g., using public models via the Atlas
Reasoning
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B.
C.
Engine). UC can predefine prompts based on their known language, saving time for reps by
eliminating
repetitive typing and ensuring consistency across sales and service teams. Templates can be
embedded
in flows, Lightning pages, or agent interactions, perfectly addressing UC’s needs. This is the
correct
answer.
Option C: Einstein Recommendation Builder.Einstein Recommendation Builder generates
personalized recommendations (e.g., products, next best actions) using predictive AI, not
Generative AI
for freeform prompts. It doesn’t support custom prompt creation or address
time/consistency issues for
reps, making it incorrect.
Why Option B is Correct:Einstein Prompt Builder’s prompt templates directly tackle UC’s
challenges by
standardizing prompts and reducing manual effort, leveraging their familiarity with
Generative AI language.
This is a core feature for such use cases, as per Salesforce documentation.
References:
Salesforce Agentforce Documentation: Einstein Prompt Builder – Details prompt templates
for
consistency and efficiency.
Trailhead: Build Prompt Templates in Agentforce – Explains time-saving benefits of
templates.
Salesforce Help: Generative AI with Prompt Builder – Confirms use for streamlining rep
interactions.

✅ Verified Correct Answer: B

Question #176
Question #:176
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?
Field Generation, and that Dynamic Fields is enabled
Field Generation, and that Dynamic Forms is enabled
Flex, and that Dynamic Fields is enabled
Answer: A
Explanation
Comprehensive and Detailed In-Depth Explanation:Salesforce Agentforce provides various
prompt template
types to support AI-driven tasks, such as generating text or populating fields. In this case,
UC needs a custom
prompt template to
, which directly aligns with the

populate a field with generated output

Field Generation
prompt template type. This type is designed to use generative AI to create field values (e.g.,
summaries,
descriptions) based on input data or prompts, making it the ideal choice for UC’s
requirement. Additionally,
UC has enabled the
, a governance framework that ensures AI outputs are safe,
Einstein Trust Layer
explainable, and auditable, capturing AI Audit data for monitoring adoption and identifying
improvement
areas.
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A.
B.
The consideration UC should review is whether
is enabled. Dynamic Fields allow the prompt
Dynamic Fields
template to incorporate variable data from Salesforce records (e.g., case details, customer
info) into the
prompt, ensuring the generated output is contextually relevant to each record. This is
critical for field
population tasks, as static prompts wouldn’t adapt to record-specific needs. The Einstein
Trust Layer further
benefits from this, as it can track how dynamic inputs influence outputs for audit purposes.
Option A: Correct. "Field Generation" matches the use case, and "Dynamic Fields" is a key
consideration to ensure flexibility and auditability with the Trust Layer.
Option B: "Field Generation" is correct, but "Dynamic Forms" is unrelated. Dynamic Forms
is a UI
feature for customizing page layouts, not a prompt template setting, making this option
incorrect.
Option C: "Flex" templates are more general-purpose and not specifically tailored for field
population
tasks. While Dynamic Fields could apply, Field Generation is the better fit for UC’s stated
goal.
Option A is the best choice, as it pairs the appropriate template type (Field Generation) with
a relevant
consideration (Dynamic Fields) for UC’s scenario with the Einstein Trust Layer.
References:
Salesforce Agentforce Documentation: "Prompt Template Types" (Salesforce Help:
https://help.
salesforce.com/s/articleView?id=sf.agentforce_prompt_templates.htm&type=5)
Salesforce Einstein Trust Layer Documentation: "Monitor AI with Trust Layer"
(https://help.salesforce.
com/s/articleView?id=sf.einstein_trust_layer.htm&type=5)
Trailhead: "Build Prompt Templates for Agentforce"
(https://trailhead.salesforce.com/content/learn
/modules/build-prompt-templates-for-agentforce)

✅ Verified Correct Answer: A

Question #63
Question #:63
An Agentforce at Universal Containers is trying to set up a new Field Generation prompt
template. They take
the following steps.
1. Create a new Field Generation prompt template.
2. Choose Case as the object type.
3. Select the custom field AI_Analysis_c as the target field.
After creating the prompt template, the Agentforce Specialist saves, tests, and activates it.
Howsoever, when
they go to a case record, the AI Analysis field does not show the (Sparkle) icon on the Edit
pencil. When the
Agentforce Specialist was editing the field, it was behaving as a normal field.
Which critical step did the Agentforce Specialist miss?
They forgot to reactivate the Lightning page layout for the Case object after activating their
Field
Generation prompt template.
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C.
A.
B.
C.
They forgot that the Case Object is not supported for Add generation as Feinstein Service
Replies
should be used instead.
They forgot to edit the Lightning page layout and associate the field to a prompt template
Answer: C
Explanation
For
prompt templates to display the Sparkle icon (indicating AI-generated content), the
Field Generation
target field must be explicitly associated with the prompt template on the
. Even if the
Lightning page layout
prompt template is activated, failing to add the field to the page layout and link it to the
template will result in
the field behaving as a standard field. Salesforce documentation emphasizes that page
layout configuration is
mandatory to enable AI-driven field interactions.
Reactivating the layout (A) is unnecessary unless the layout itself was modified after
activation.
Case objects are supported for Field Generation (B is incorrect).

✅ Verified Correct Answer: C

Question #40
Question #:40
An Agentforce needs to create a Sales Email with a custom prompt template. They need to
ground on the
following data.
Opportunity Products Events near the customer Tone and voice examples
How should the Agentforce Specialist obtain related items?
Call prompt initiated flow to fetch and ground the required data.
Create a flex template that takes the records in question as inputs.
Utilize a standard email template and manually insert the required data fields.
Answer: A
Explanation
To ground a sales email on Opportunity Products, Events near the customer, and Tone and
voice
, the Agentforce Specialist should use a
. This flow can dynamically fetch the
examples
prompt-initiated flow
necessary data from related records in Salesforce and ground the generative AI output with
contextually
accurate information.
Option B (flex template) does not provide the ability to fetch dynamic data from Salesforce
records
automatically.
Option C (manual insertion) would not allow for the dynamic and automated grounding of
data
required for custom prompts.
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B.
C.
Refer to
and grounding for more details on integrating data into custom
Salesforce documentation on flows
prompt templates.

✅ Verified Correct Answer: A

Question #132
Question #:132
A sales manager needs to contact leads at scale with hyper-relevant solutions and
customized communications
in the most efficient manner possible. Which Salesforce solution best suits this need?
Einstein Sales Assistant
Prompt Builder
Einstein Lead follow-up
Answer: B
Explanation
Step 1: Define the Requirements
The question specifies a sales manager’s need to:
Contact leads at scale: Handle a large volume of leads simultaneously.
Hyper-relevant solutions: Deliver tailored solutions based on lead-specific data (e.g., CRM
data,
behavior).
Customized communications: Personalize outreach (e.g., emails, messages) for each lead.
Most efficient manner possible: Minimize manual effort and maximize automation.
This suggests a solution that leverages AI for personalization and automation for scale,
ideally within the
Salesforce ecosystem.
Step 2: Evaluate the Provided Options
A. Einstein Sales Assistant
Description: Einstein Sales Assistant is not a distinct, standalone product in Salesforce
documentation
as of March 2025 but is often associated with features in Sales Cloud Einstein or Einstein
Copilot for
Sales. It typically acts as an AI-powered assistant embedded in the sales workflow, offering
suggestions
(e.g., next best actions), drafting emails, or summarizing calls.
Analysis Against Requirements:
Scale: It supports individual reps by enhancing productivity (e.g., drafting personalized
emails
quickly), but it doesn’t inherently contact leads at scale autonomously. It requires human
initiation for each interaction.
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B.
C.
Hyper-relevance: It leverages CRM data to provide relevant suggestions, making it capable
of
tailoring solutions.
Customization: It can generate customized communications (e.g., emails grounded in CRM
data), but this is manual or semi-automated.
Efficiency: It streamlines rep tasks but lacks the autonomy to handle large-scale outreach
without
significant human oversight.
Conclusion: Einstein Sales Assistant is a productivity tool for reps, not a solution for
autonomous,
large-scale lead contact. It’s not the best fit.
B. Prompt Builder
Description: Prompt Builder is a low-code tool within the Einstein 1 Platform that allows
users to
create reusable AI prompts for generating personalized content (e.g., emails, summaries)
based on
Salesforce CRM data. It integrates with generative AI models and can be embedded in
workflows (e.g.,
via Flow) to automate content creation.
Analysis Against Requirements:
Scale: Alone, Prompt Builder generates content but doesn’t execute outreach. When paired
with
automation tools like Flow or Agentforce, it can support large-scale communication by
generating content for thousands of leads.
Hyper-relevance: It uses CRM data (e.g., lead details from Data Cloud) to craft highly
relevant
messages or solutions tailored to each lead’s context.
Customization: It excels at producing customized communications, allowing users to define
prompts that pull specific lead data for personalization.
Efficiency: It reduces manual content creation effort, but efficiency depends on integration
with
an execution mechanism (e.g., Flow to send emails). Without this, it’s incomplete for
outreach.

✅ Verified Correct Answer: B

Question #186
Question #:186
Universal Containers plans to enhance the customer support team's productivity using AI.
Which specific use case necessitates the use of Prompt Builder?
Creating a draft of a support bulletin post for new product patches
Creating an Al-generated customer support agent performance score
Estimating support ticket volume based on historical data and seasonal trends
Answer: A
Explanation
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B.
C.
The use case that necessitates the use of
is
for
Prompt Builder
creating a draft of a support bulletin post
new product patches.
allows the Agentforce Specialist to create and refine prompts that
Prompt Builder
generate specific, relevant outputs, such as drafting support communication based on
product information and
patch details.
Option B (agent performance score) would likely involve predictive modeling, not prompt
generation.
Option C (estimating support ticket volume) would require data analysis and predictive
tools, not
prompt building.
For more details, refer to
for generative AI content creation.
Salesforce’s Prompt Builder documentation

✅ Verified Correct Answer: A

Question #173
Question #:173
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?
Assign the Prompt Template User permission set and enable Sales Emails in Setup.
Assign the Prompt Template Manager permission set and enable Sales Emails in setup.
Assign the Data Cloud Admin permission set and enable Sales Emails in Setup.
Answer: A
Explanation
To enable Sales Email prompt templates:
Permission Set: Assign the
permission set to the sales team to grant access to
Prompt Template User
pre-built templates.
use
Feature Activation: Enable
in Salesforce Setup to activate the integration between
Sales Emails
prompt templates and email workflows.
Option B (Manager permission set): Required for creating/modifying templates, not for
usage.
Option C (Data Cloud Admin): Unrelated to prompt template access.
References:
Salesforce Help: Prompt Template Permissions
Specifies that "Prompt Template User" is required to leverage templates in workflows.
Sales Email Setup outlines enabling the feature in Setup.
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A.
B.
C.
A.
B.
C.

✅ Verified Correct Answer: A

Question #106
Question #:106
A sales manager is using Agent Assistant to streamline their daily tasks. They ask the agent
to Show me a list
of my open opportunities.
How does the large language model (LLM) in Agentforce identify and execute the action to
show the sales
manager a list of open opportunities?
The LLM interprets the user's request, generates a plan by identifying the apcMopnete
topics and
actions, and executes the actions to retrieve and display the open opportunities
The LLM uses a static set of rules to match the user's request with predefined topics and
actions,
bypassing the need for dynamic interpretation and planning.
Using a dialog pattern. the LLM matches the user query to the available topic, action and
steps then
performs the steps for each action, such as retrieving a fast of open opportunities.
Answer: A
Explanation
Agentforce’s
natural language requests (e.g., "Show me open opportunities"),
LLM dynamically interprets
generates an execution plan using the
, and retrieves data via actions (e.g., querying
planner service
Salesforce records). This contrasts with static rules (B) or rigid dialog patterns (C), which
lack contextual
adaptability. Salesforce documentation highlights the planner’s role in converting intents
into actionable steps
while adhering to security and business logic.

✅ Verified Correct Answer: A

Question #195
Question #:195
Universal Containers wants to incorporate the current order fulfillment status into a
prompt for a large
language model (LLM). The order status is stored in the external enterprise resource
planning (ERP) system.
Which data grounding technique should the Agentforce Specialist recommend?
Eternal Object Record Merge Fields
External Services Merge Fields
Apex Merge Fields
Answer: A
Context of the Requirement:Universal Containers wants to pull in real-time order status
data from an
external ERP system into an LLM prompt.
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Data Grounding in LLM Prompts:Data grounding ensures the Large Language Model has
access to
the most current and relevant information. In Salesforce, one recommended approach is to
use External
 (via Salesforce Connect) when data resides outside of Salesforce.
Objects
Why External Object Record Merge Fields:
External Objects appear much like standard or custom objects but map to tables in external
systems.
You can reference fields from these External Objects in merge fields, allowing real-time data

retrieval from the external ERP system without storing that data natively in Salesforce.
This is a simpler “point-and-reference” approach compared to coding custom Apex or
configuring external services for direct prompt embedding.
Why Not External Services Merge Fields or Apex Merge Fields:
External Services Merge Fields typically leverage flows or external service definitions. While

feasible, it is more about orchestrating or invoking external services for automation (e.g.,
Flow).
It’s not the standard approach for seamlessly referencing
data in prompt merges.
external record
Apex Merge Fields would imply custom Apex code controlling the prompt insertion. While
possible, it’s less “clicks not code” friendly and is not the default method for referencing
typical
record data.
References and Study Resources:
Salesforce Help & Training # Salesforce Connect and External Objects
Salesforce Trailhead # “Integrate External Data with Salesforce Connect”
Salesforce Agentforce Specialist Study Resources (documentation regarding how to ground
LLM prompts using External Objects)

✅ Verified Correct Answer: A

Question #159
Question #:159
Universal Containers (UC) wants to build an Agentforce Service Agent that provides the
latest, active, and
relevant policy and compliance information to customers. The agent must:
Semantically search HR policies, compliance guidelines, and company procedures.
Ensure responses are grounded on published Knowledge.
Allow Knowledge updates to be reflected immediately without manual
reconfiguration.What should
UC do to ensure the agent retrieves the right information?
Enable the agent to search all internal records and past customer inquiries.
Salesforce - Agentforce-Specialist
Real Exam
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B.
C.
Set up an Agentforce Data Library to store and index policy documents for AI retrieval.
Manually add policy responses into the AI model to prevent hallucinations.
Answer: B
Explanation
Comprehensive and Detailed In-Depth Explanation:UC requires an Agentforce Service Agent
to deliver
accurate, up-to-date policy and compliance info with specific criteria. Let’s evaluate.
Option A: Enable the agent to search all internal records and past customer
inquiries.Searching
all records and inquiries risks irrelevant or outdated responses, conflicting with the need
for published
Knowledge grounding and immediate updates. This lacks specificity, making it incorrect.
Option B: Set up an Agentforce Data Library to store and index policy documents for AI
retrieval.The Agentforce Data Library integrates with Salesforce Knowledge, indexing HR
policies,
compliance guidelines, and procedures for semantic search. It ensures grounding in
published
Knowledge articles, and updates (e.g., new article versions) are reflected instantly without
reconfiguration, as the library syncs with Knowledge automatically. This meets all UC
requirements,
making it the correct answer.
Option C: Manually add policy responses into the AI model to prevent
hallucinations.Manually
embedding responses into the model isn’t feasible—Agentforce uses pretrained LLMs, not
custom
training. It also doesn’t support real-time updates, making this incorrect.
Why Option B is Correct:The Data Library meets all criteria—semantic search, Knowledge
grounding, and
instant updates—per Salesforce’s recommended approach.
References:
Salesforce Agentforce Documentation: Data Library > Knowledge Integration – Details
indexing and
updates.
Trailhead: Build Agents with Agentforce – Covers Data Library for accurate responses.
Salesforce Help: Grounding with Knowledge – Confirms real-time sync.
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✅ Verified Correct Answer: B