PF setl.

pdf

Salesforce Certified Agentforce Specialist

Time Remaining: 00:38:55@

8 of 60. Universal Containers wants to leverage the Record Snapshots grounding

feature in 3 prompt template

What preparations are required?

O Enable and configure dynamic form for the object

O Create a field set for all the fields to be grounded
- o Configure page layout of the master record type

Mark this item for later review

Salesforce Certified Agentforce Specialist

Time Remaining: 00:38:55 ()

7 of 60. Universal Containers (UC) implements a custom retriever to improve the

accuracy of Al-generated responses. UC notices that the retriever is retuming to
many irrelevant resulits. making the responses less usefu

what should UC do to ensure only relevant data Is retrieved?

Increase the maximum number of results returned 1o capture a broader

o dataset
© Define filters to narrow the search results based on specific conditions
Change the search indexto a d fferent data mode object (DMO).

Salesforce Certified Agentforce Specialist

Time Remaining: oo:3s:s7m

6 of 60. 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

Knowiedge articles

what 1s the likely i1ssue/

O The Agentforce Service Agent user Is not assigned the correct Agent Type
LiCense.

The Agentforce Service Agent user needs to be created under the

< tandard Agent Knowledge profile
. The Agentforce Service Agent user was not given the Allow View
Knowledge permission Set

Salesforce Certified Agentforce Specialist

Time Remaining: 00:38:58 m

5 of 60. Universal Containers’ service team wants to customize the standard case
summary response from Agentforce

What should the Agentforce Specialist do to achieve this?

A.O Summarize the Case with a standard Agent action.

8.0 Create a custom Record Summary prompt template for the Case object,
C. O customize the standard Record Summary template for the Case object.

Salesforce Certified Agentforce Specialist

Time Remaining: 00:39:11 m

4 of 60. Universal Contamners (UC) wants to Iimit an agent's access to Knowledge

articles, while deploying Answer Questions with Knowledge action, How should U
achieve this?

0O Update the Data Library Retriever to filter on a custom field on the

Knowledge article
) o Assign Data Categones to Knowledge articies, and define Data Cateqory
ters in the Agentforce Data Library
Define scope instructions to the agent specifying a list of allowed article
titles or IDs.

3 of 60. Universal Containers wants tc utilize Agentforce for Sales to help sales reps
reach their sales quotas by providing Al-generated plans containing guidance and
steps for closing deals

which feature meets this requirement?

A o Create Close Plan

B O Find Similar Deals
C.O Create Account Plan

1 of 60. When configuring a prompt template, an Agentforce Specialist previews the

results of the prompt template they've written. Theéy see two distinct text outputs:
Resolution and Response,

which information does the Resolution text provide?

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

B. O It shows which sensitive data is masked before it is sent to the LLM.
G o it shows the response from the LLM based on the sample record l

Test Aids - Support Exit Exam

Salesforce Certified Agentforce Specialist

Time Taken: 68 minutes of 105 minutes total

Result: PASS

Frompt Enguneenng

A
g% o ce Concepls

Agentforce and Data Cloud

Agentforce and Service Cloud

tforce and Sale

Congratulations! You have successfully compieted the certification exam to become a Salesforce Certified Agentforce Specialist. Weicome to the Salesforce woridwide

community of Certified Professionals

60 of 60. 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?

A. o The related list is not on the parent object’s page layout.

] O The related list prompt template option IS not enabled
v O The related list is Read Only

59 of 60. Amid their busy schedules = ps at Universal Containers dadicate time

to follow up with prospects and existing C L 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 prévious successful communications?

A o Agent Action: Draft or Revise Sales Email

B.O Agent Action: Summarize Record

c. O Agent Action: Find Similar Opportunities

58 of 60. Universal Containers has an active standard emaill prompt template that
does not fully deliver on the business regquirements

Which steps should an Agentforce Specialist take to use the content of the standard
prompt emall template in question and customize it 1o fully meet the business
requirements?

O Save as New Version and edit as needed

O Clone the existing template and modify as r

O save as New Template and edit as needed

57 of 60. Universal Containers (UC) recently rolled out Einstein Generative Al

capabiities and has created a custom prompt to summarize case records. Users have
reported that the case summaries generated are not retuming the appropriate
information

What I1s a possible explanation for the poor prompt performance?

A.O The prompt template version is incompatible with the chosen LLM
8. O The Einstein Trust Layer Is incorrectly configured
C o The data being used for grounding is Incorrect or incomplete

56 of 60. Universal Containers (UC)

the standard foundation modeis.

What should UC consider when building prompt templates in Prompt Builder?

-

Ask it to role-play as a character in the prompt template to provide more

context1o the LLM

Include multiple-choice questions within the prompt to test the LLM's

inderstanding of the context
Train LLM with data using different writing styles including word choice,
intensifiers, emo)is, and punctuation

55 of 60. 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
confl ration o ig of the core components of a Custom Agent

e d T
LIS

54 of 60. What Is true of Agentforce Testing Center?

A.O Running tests risks modifying CRM data in a production environment.

B O r'-\:_]!"n'.‘ rce Testing Center can only be used in 3 production environment

C. 0 Running tests does not consume Einstein Requests

53 of 60. Universal Containers bullt 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?

A 0O The number of tokens that can be processed by the LLM vanes with total
user demand

B The number of tokens generated by the dynamic nature of the prompt

o template will vary by record
The temp ate type needs to be switched to Flex to accommodate the
variable amount of tokens generated by the prompt grounding

52 of 60. Universal Containers (UC) is creating a new custom prompt template to

. pulate a held with generated output. UC enabled the Einstein Trust Layer 10 ensure
Al Audit data Is captured and monitored for adoption and possible enhancements

which pr ompt template type should | — use anda which consideration shouid uc

review?

A.O Flex, and that Dynamic Fields Is enabled

8.0 Field Generation, and that Dynamic Forms Is enabled
C O Field Generation, and that Dynamic Fields is enabled

51 of 60. Universal Containers (UC) wants to bulld 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.
A
Allow Know "-I:_]n- updates to be reflected immediately without manual
reconfiguration

10 1o ensure the agemt retrieves the rigm information?

Manually add policy responses into the Al model to prever

halluanations
Set up an Agentforce Data Library to ‘-"'I."'Wfl ndex policy documents

for Al retrieval.
Enable the agent to search all internal records and past customer
inguines

50 of 60. How does the Al retnever function within Data Cloud?

It performs contextual searches over an indexed repository to quickly

fetch the most relevant documents, enabling grounding Al responses with
trustworthy, verifiable information
.
It automatically extracts and reformats raw data from diverse sources
nto standardized datasets for use In histoncal trend analysis and
!_.I’p:-._d'g'l'li_]

It monitors and aggregates data quality metrics across vanous data

pipelines 1o ensure only high-integrity data is used for strateq fecision
making
 49 of 60. Universal Containers’ Agent Action Includes several Apex classes for the
néw Agentforce Agemnt

What is an important consideration when deploying Apex that is invoked by an Agent

Action?

a
The Apex classes may bDypass the 75% code coverage requirement as
"0 long as they are only used by the agent.

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

48 of 60. Universal Containers (UC) wants to impiement an Al-powered customer

service agent that can
¢ Retneve proprietary policy documents that are stored as POFs
e Ensure responses are grounded in approved company data, not generic LLM
knowledge

What should UC do first?

A.Q Expand the Al agent's scope to search all Salesforce records,

8.0 Set up an Agentforce Data Library for Al retrieval of policy documents
C O Add the files 1o the content, and then select the data library option

47 of 60. 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?

A.©Q Flows
8. O Apex trigger
c.Q soqQi

46 of 60. Universal Containers (UC) wants to enable its sales team to use Al to
suggest
d
recommended products from its catalog.
-

Which type of prompt template should UC use?

A.Q Flex prompt template

8.0 Email generation prompt template
C.O Record summary prompt template

45 of 60. What is the role of the |large language model (LLM) in understanding intent
and executing an Agent Action?

A o Identify the best matching topic and actions and correct order of
execution
B Determine a user's topic access and sort actions by priority to be
executed

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

44 of 60. Universal Containers (UC) Is experimenting with using public Generative Al

models and is familiar with the language required to get the nation neegs
However, it can be time consuming for both UC's sales and service reps to type in the
prompt to get the information they need, and ensure prompt consistency.

Which Salesforce feature should the company use to address these concerns?

A. O Agent Bullder and Action; Query Records

8. Q Einstein Prompt Bullder and Prompt Templates
C 0 Einstein Recommendation Builder

43 of 60. Universal Containers (UC) has configured Agentforce Data Library using
Knowledge articles. When testing in Agent Builder and the Experience Cloud site, the
agent is not responding with grounded Knowledge article information. However, when
tested in Prompt Bullder, the response returns correctly

what should UC do to troubleshoot the issue?

A O Create a néew permission set that assigns "Manage Knowledge™ and assign
it to the Agemtforce Service Agent Usetr

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

C. 0o Ensure the Data Cloud User permission set has been assigned to the
Agentforce Service Agent User

42 of 60. Universal Containers would like to route SMS text messages to a service
rep from an Agentforce Service ‘\'._:t‘ N

Which Service Channel should the company use in the flow to ensure it's routed
properly
Arefd ?

A O Live Agent

B. Q Messaging
C.O Route Work Action

41 of 60. 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?

A Leverage the Agent Large Language Model (LLM) Ul and test UC's agents
with different utterances pnor to activating the agent.
£ Create a CSV file with UC's test cases Iin Agentforce Testing Center using
the testing template
C Deploy the agent in a Q/A sandbox environment and review the Utterance
Analysis reports to review effectiveness,

40 of 60. 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 regquirement?

Enable Einstein Conversation Insights, enable sales recording, assign

O permission sets, and customize Insights with upto SO products

B o Enable Einstein Conversation Insights, connect a recording provider,

assign permission sets, and customizée Insights with up to 25 products

Enable Einstein Conversation Insights, assign permission sets, define

o recording managers, and customize insights with up to S0 competitor

names

39 of 60. What is a valid use case for Data Cloud retrievers?

A o Modifying and updating data within the source systems connected to Data
Cloud

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

C. ©Q Returning relevant data from the vector database to augment a prompt

38 of 60. Universal Containers wants to reduce overall customer support handling

time by minimizing the time spent typing routine answ rs for common ;Jgg.{ ons in-
[y

chat, and reduding the post-chat analysis by suggestin values for case fields
D

which combination of Agentforce for Service features enables this effort?

A.O Einstein Reply Recommendations and Case Classification

B o Einstein Reply Recommendations and Case Summaries
C o Einstein Service Replies and Work Summaries

37 of 60. In a Knowledge-based data library configuration, what is the primary

4
difference between the identifying fieids and the content fields?

A 0O Identifying helds highlight key terms for relevance scoring, while content
fields store the full text of the article for retrieval
B e Identifying fields categorize articles for Indexing purposes, while content
fields provide a brief summary for display
G Identifying fields help locate the correct Knowledge article, while content
fields ennch Al responses with detailed information.

36 of 60. Universal Containers (UC) wants to make a sales proposal and directly use
data from multiple unrelated objects (standard and custom) in a prompt template

A
A. Create a prompt template-tnggered flow to access the data from
-
standard and Custom objects
B. 0o Create a Flex template to add resources with standard and custom
objects as Inputs.
o O Create a prompt template passing in a special custom object that
connects the records temporarily,

35 of 60. What should Universal Containers consider when deploying an Agentforce

Service Agent with multiple topics and Agent Actions to production?

A Deploy agent components without a test run in staging, relying on

O production data for reliable results. Sandbox configuration alone ensures
seamless production deployment
B Ensure all dependencies are included, Apéx Classes meet 759% test
o coverage, and configuration settings are aligned with production. Plan for
Version management and post-deployment activation
S Deploy flows or Apex after agents, topics, and .a"l'_;r‘r‘.'. AcCtions o avoid

deployment failures and potential production agent 1Ssueés requiring

complete redeployment.

34 of 60. Universal Containers plans to enhance its sales team's productivity using
Al

Which specific requirement necessitates the use of Prompt Builder?

- O Creating an estimated Customer Lifetime Value (CLV) with histoncal

puri nase data

8.0 Creating a draft newsletter for an upcoming tradeshow

C o Predicting the likelihood of customers churning or discontinuing their
relationship with the company

33 of 60. How does an Agent respond when It can't understand the request or find
any requested information?

A.O with a preconfigured message, based on the action type

8. O with a generated error message
| ° with a geneéral message asking the user to rephrase the request

32 of 60. 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 criteria that Agentforce for Sales uses to match similar opportunities?

A. O Matched opportunities are limited to the same account

B O Matched opportunities have a status of Closed Won from last 12 months
O matched opportunities were created in the last 12 months

31 of 60. 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 Al capability should the team use?

A.Q Agent Bulider

8. O Model Bullder
i

C o Pron pt Builder

30 of 60. What is automatically created when a custom search Iindex IS created In

Data Cloud?

- - .
A A dynamiC retnever to aliow runtime selection of retriever parameters
O without manual configuration
B o A retriever that shares the name of the custom search index
C.O A predefined Apex retriever class that can be edited by a developer to
meet specific needs

29 of 60. Universal Containers (UC) wants to leverage Generative Al Salesforce

functionality to reduce Service Agent handling time by providing recommended réplies
based on the exi1sting Knowledge articles

On which Al capability should UC train the servicé agents?

A.Q Knowledge Replies

B. O Case Replies
c.O Service Replies

28 of 60. What is the importance of Action Instructions when creating a custom

Agent action?

A. O Action Instructions tell the user how to call this action in a conversatior
8. Q Action Instructions define the expected user experience of an action.
C o Action Instructions tell the large language model (LLM) which action to
use

27 of 60. Which scenano best demonstrates when an Agentforce Data Library IS most
useful for improving an Al agent’'s response accuracy?

A When the Al agent needs to combine data from disparate sources based
QO on mutually common data, such as Customer 1d and Product 1d for
grounding.
B When data is being retneved from Snowflake using zero-copy for
o vectonzation and retrneval.
- When the Al agent must provide answers based on a curated set of policy
o documents that are stored, reqularly updated, and indexed in the data

lbrary

16 of 60. For an Agentforce Data Library that contains uploaded files, what occurs
once it is created and configured?

A.Q Indexes the uploaded files in Salesforce File Storage

8. O Indexes the uploaded files in a location specified by the user
(_.o Indexes the uploaded files into Data Cloud

25 of 60. Universal Containars has implemented an agent that answers questions

based on Knowledge articles

which topic and Agent Action will be shown in the Agent Builder?

A.O General CRM topic and Answers Questions with LLM Action
8. 0 General FAQ topic and Answers Questions with Knowledge Action
C O General Q&A topic and Knowledge Article Answers actior

24 of 60. A data scientist needs to view and manage models in Einstein Studio. The
data scientist also needs to create prompt templates in Prompt Builder.

Which permission sets should an Agentforce Specialist assign to the data scientist?

A.O Prompt Template Manager and Prompt Template User

8.0 Data Cloud Admin and Prompt Template Manager
C O Prompt Template User and Data Cloud Admin

[ 1 Mark this item for later review

23 of 60. 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?

- o User Utterances dashboard

8. O Al Audrt and Feedback Data dashboard
c.O Agent Event Logs dashboard

22 of 60. A customer service represantative 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 representative needs
to review the Knowledge articles about canceling and rebooking the customer flights

Which Agentforce capability helps the representative accomplish this?

A, Execute tasks based on available actions, answenn Qai éstion

L ]
wa

"
S

S u
C

nformation from accessible Knowledge articles

B. 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

21 of 60. Universal Containers (UC) uses a file upload-based data library and custom
prompt to support Al-driven training content. However, users report that the Al
(2

frequently returns outdated documents

which corrective action should UC implement 10 iImprove content relevancy?

2 Switch the data library source from file uploads to a Knowledge-based

O data library, because Salesforce Knowledge bases automatically manage
document recency, ensuring current documents are returned

B Configure a custom retnever that includes a filter condition limiting

o retrieval to documemts updated within a defined recent period, ensurng
that only current content is used for Al responses
o Continue using the default retriever without filters, because penodic re
O uploads will eventually phase out outdated documents without further
configuration or the need for custom retrievers

20 of 60. What considerations should an Agentforce Specialist be aware of when

using Record Snapshots grounding in a prompt template?

A o Empty data, such as fields without values or sections without limits, is

filtered out
B O Email addresses associated with the object are excluded
C.O Activities such as tasks and events are excluded

19 of 60. An Agentforce Specialist needs to create a prompt template to fill a custom

field named Latest Opportunities Summary on the Account object with information
from the three most recently opened opportunities

How should the Agentforce Specialist gather the necessary data for the prompt
template?

A Select the Account Opportunity object as a resource when creating the

O prompt tempilate.
B. O Select the latest Opportunities related list as a merge field
C.Q Create a flow to retrieve the opportunity Information

18 of 60. Universal Containers (UC) would like to implement Sales Development

Representative (SDR) Agent. Which channel consideration shoulg UC be aware of
while implementing it7?

A.©Q SDR Agent must be deployed in Messaging channel

B O SDR Agent must also be deployed in the company website.
IZ.O SDR Agent only works in Email channel

17 of 60. 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 tnggered actions and ncomplete plans?

A.O Plan Canvas

B o Event Logs

c.O Agent Setungs

16 of 60. Universal Containers needs Its sales reps to be able to only execute prompt
templates

What should the company use to achieve this requirement?

A.
O Prompt Template User permission set
8. O prompt Template Manager permission set
C o Prompt Execute Template permission set

15 of 60. When creating a custom retriever in Einstein Studio, which step Is

considered essential?

A o Select the search index, specify the associated data model object (DMO)
and data space, and optio na ly define filters to narrow search results
B Configure
the search index, choose vector t search,
or hybrid choose the
QO fields for filtenng, the data space and model, then define the ranking
method
‘.'.o Define the output configuration by specCifying the maximum number of
results t O return, and map the output fields that w grour d the prompt

14 of 60. Which element in the Omni-Channel flow should be used to connect the
flow with the agent?

A.O Decisior
8. 0 Route work
'.O ASSIgnment

13 of 60. Universal Containers recently launched a pllot program to integrate

conversational Al into its CRM busineéss operations with Agentforce Agents

How should the Agentforce Specialist monitor Agents’ usability and the assignment

~ o Run Agent Analytics.

B O Run a report on the Platform Debug Logs

C.O Query the Agent log data using the metadata AP]

12 of 60. Universal Containars tests out a néw Einstein Generative Al feature for its
sales team L0 Create personalized and contextualized emails for its customers.
sometimes, users find that the draft email contains placeholders for attnbutes that
covid have Deen gerived from the recpient's contact record

What i1s the most likely explanation for why the draft email shows these placeholders?

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

8.0 The user does not have permission to access the fields
C O The user does not have Einstein Sales Emails permission assigned

11 of 60. Universal Containers recently added a custom flow for processing réeturmns
and created a new Agent Actior

Which action should the company take to ensure the Agentforce Service Agent can
run this new flow as part of the Nnéew Agent Action?

Recreate the flow us ng the Agentforce Agent user

Assign the Run Flows permission to the Agentforce Agent user

ASSign the Manage Users p&rmission to the Agentforce Agent user.

10 of 60. Universal Containers wants to implement a solution in Salesforce with a

custom UX that allows users to enter a sales order number. Subsequently, the systen
will invoke a custom prompt template to create and display a summary of the sales
4
order header and sales order detalls

Which solution shouid an Agentforce Specalist implement to meet this requirement?

- O Create a template-tnggered prompt flow and invoke the prompt template

18ing the standard "Prompt Template™ flow action

Create an autolaunched flow and invoke the prompt template using the
standard "Prompt Template® flow action

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

9 of 60. Universal Containers (UC) currently tracks Leads with a custom object. UC Is
preparing to implement the Sales Development Representative (SDR) Agent.

Which consideration should UC keep in mind?

A. O Agentforce SDR only support custom objects associated with Accounts.

8. Q Agentforce SOR only works with the standard Lead object
c. O Agentforce SDR only works on Opportunites