AFS201 - 2

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. With a generated error message. With a general message asking the user to rephrase the request.

Which scenario best demonstrates whn an Agentforce Data Library is most useful for improving an AI agent's response accuracy?. When data is being retrieved from Snowflake using zero-copy for vectorization and retrieval. 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 O on mutually common data, such as Customer Id and Product Id for grounding.

Universal Containers (UC) uses a file upload-based data library and custom prompt to support Al-driven training content. However, users report that the AI frequently returns outdated documents. Which corrective action should UC implement to improve content relevancy?. Continue using the default retriever without filters, because periodic re- O uploads will eventually phase out outdated documents without further configuration or the need for custom retrievers. 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. Configure a custom retriever that includes a filter condition limiting O retrieval to documents updated within a defined recent period, ensuring that only current content is used for AI responses.

Universal Containers needs its sales reps to be able to only execute prompt templates. What should the company use to achieve this requirement?. Prompt Template Manager permission set. Prompt Execute Template permission set. Prompt Template User permission set.

What is true of Agentforce Testing Center?. Running tests does not consume Einstein Requests. Agentforce Testing Center can only be used in a production environment. Running tests risks modifying CRM data in a production environment.

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

In a knowledge-based data library configuration, what is the primary difference between the identifying fields and the content fields?. Identifying fields highlight key terms for relevance scoring, while content fields store the full text of the article for retrieval. 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.

For an Agentforce Data Library that contains uploaded files, what occurs once it is created and configured?. Indexes the uploaded files into Data Cloud. Indexes the uploaded files in a location specified by the user. Indexes the uploaded files in Salesforce File Storage.

What is a valid use case for Data Cloud retrievers?. Returning relevant data from the vector database to augment a prompt. Modifying and updating data within the source systems connected to Data Cloud. Grounding data from external websites to augment a prompt with RAG.

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?. Assign the Run Flows permission to the Agentforce Agent user. Recreate the flow using the Agentforce Agent user. Assign the Manage Users permission to the Agentforce Agent user.

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. Select the Account Opportunity object as a resource when creating the prompt template. Create a flow to retrieve the opportunity Information.

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 Version and edit as needed. Clone the existing template and modify as needed. Save as New Template and edit as needed.

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?. Email generation prompt template. Flex prompt template. Record summary prompt template.

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. Output Types. Instructions.

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. Flows. SOQL.

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. Customize the standard Record Summary template for the Case object. Summarize the Case with a standard Agent action.

Universal Containers plans to enhance its sales team's productivity using AI. Which specific requirement necessitates the use of Prompt Builder?. Creating an estimated Customer Lifetime Value (CLV) with historical purchase data. Predicting the likelihood of customers churning or discontinuing their relationship with the company. Creating a draft newsletter for an upcoming tradeshow.

Universal Containers (UC) currently tracks Leads with a custom object. UC is preparing to implement the Sales Development Representative (SDR) Agent. Which consideration should UC keep in mind?. Agentforce SDR only works on Opportunites. Agentforce SDR only works with the standard Lead object. Agentforce SDR only support custom objects associated with Accounts.

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 number of tokens that can be processed by the LLM varies with total user demand. The number of tokens generated by the dynamic nature of the prompt template will vary by record. The template type needs to be switched to Flex to accommodate the variable amount of tokens generated by the prompt grounding.

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?. Einstein Prompt Builder and Prompt Templates. Agent Builder and Action: Query Records. Einstein Recommendation Builder.

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?. Deploy the agent in a Q/A 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. Leverage the Agent Large Language Model (LLM) UI and test UC's agents with different utterances prior to activating the agent.

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 which sensitive data is masked before it is sent to the LLM. It shows the response from the LLM based on the sample record. It shows the full text that is sent to the Trust Layer.

What is the role of the large language model (LLM) in understanding intent and executing an Agent Action?. Determine a user's topic access and sort actions by priority to be executed. Identify the best matching topic and actions and correct order of execution. Find similar requested topics and provide the actions that need to be executed.

Universal Containers (UC) is rolling out an AI-powered support assistant to help customer service agents quickly retrieve relevant troubleshooting steps and policy guidelines. The assistant relies on a search index in Data Cloud that contains product manuals, policy documents, and past case resolutions. During testing, UC notices that agents are receiving too many irrelevant results from older product versions that no longer apply. How should UC address this issue?. Create a custom retriever in Einstein Studio, and apply filters for publication date and product line. Modify the search index to only store documents from the last year and remove older records. Use the default retriever, as it already searches the entire search index and provides broad coverage.

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 needs to be created under the standard Agent Knowledge profile. The Agentforce Service Agent user is not assigned the correct Agent Type License. The Agentforce Service Agent user was not given the Allow View Knowledge permission set.

Universal Containers tests out a new Einstein Generative AI feature for its sales team to create personalized and contextualized emails for its customers. Sometimes, users find that the draft email contains placeholders for attributes that could have been derived from the recipient's contact record. What is the most likely explanation for why the draft email shows these placeholders?. The user does not have Einstein Sales Emails permission assigned. The user's locale language is not supported by Prompt Builder. The user does not have permission to access the fields.

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 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?. 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 a Knowledge article based off the prompts that the agent enters to create steps to cancel flights.

 Universal Containers (UC) wants to implement an Al-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?. Add the files to the content, and then select the data library option. Expand the AI agent's scope to search all Salesforce records. Set up an Agentforce Data Library for AI retrieval of policy documents.

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?. User Utterances dashboard. AI Audit and Feedback Data dashboard. Agent Event Logs dashboard.

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 Summaries. Einstein Service Replies and Work Summaries. Einstein Reply Recommendations and Case Classification.

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 O production data for reliable results. Sandbox configuration alone ensures seamless production deployment. Deploy flows or Apex after agents, topics, and Agent Actions to avoid O deployment failures and potential production agent issues requiring complete redeployment. 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.

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 Agent Analytics. Run a report on the Platform Debug Logs. Query the Agent log data using the metadata API.

How does the AI retriever function within Data Cloud?. It monitors and aggregates data quality metrics across various data O pipelines to ensure only high-integrity data is used for strategic decision-making. It automatically extracts and reformats raw data from diverse sources O into standardized datasets for use in historical trend analysis and forecasting. It performs contextual searches over an indexed repository to quickly fetch the most relevant documents, enabling grounding AI responses with trustworthy, verifiable information.

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 is not on the parent object's page layout. The related list prompt template option is not enabled.

Which element in the Omni-Channel flow should be used to connect the flow with the agent?. Decision. Assignment. Route Work Action.

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

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?. Change the search index to a different data model object (DMO). Define filters to narrow the search results based on specific conditions. Increase the maximum number of results returned to capture a broader dataset.

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. 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.

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?. Flex, and that Dynamic Fields is enabled. Field Generation, and that Dynamic Fields is enabled. Field Generation, and that Dynamic Forms is enabled.

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 Flex template to add resources with standard and custom objects as inputs. Create a prompt template-triggered flow to access the data from standard and custom objects. Create a prompt template passing in a special custom object that connects the records temporarily.

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?. Matched opportunities have a status of Closed Won from last 12 months. Matched opportunities were created in the last 12 months. Matched opportunities are limited to the same account.

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. Train LLM with data using different writing styles including word choice, intensifiers, emojis, and punctuation. Ask it to role-play as a character in the prompt template to provide more context to the LLM.

What is automatically created when a custom search index is created in Data Cloud?. A predefined Apex retriever class that can be edited by a developer to meet specific needs. A dynamic retriever to allow runtime selection of retriever parameters without manual configuration. A retriever that shares the name of the custom search index.

Universal Containers (UC) would like to implement Sales Development Representative (SDR) Agent. Which channel consideration should UC be aware of while implementing it?. SDR Agent only works in Email channel. SDR Agent must be deployed in Messaging channel. SDR Agent must also be deployed in the company website.

Universal Containers (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, enable sales recording, assign permission sets, and customize insights with up to 50 products. Enable Einstein Conversation Insights, assign permission sets, define recording managers, and customize insights with up to 50 competitor names. Enable Einstein Conversation Insights, connect a recording provider, assign permission sets, and customize insights with up to 25 products.

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 CRM topic and Answers Questions with LLM Action. General Q&A topic and Knowledge Article Answers action. General FAQ topic and Answers Questions with Knowledge Action.

Universal Containers wants to leverage the Record Snapshots grounding feature in a prompt template. What preparations are required?. Enable and configure dynamic form for the object. Create a field set for all the fields to be grounded. Configure page layout of the master record type.

When creating a custom retriever in Einstein Studio, which step is considered essential?. 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 O fields for filtering, the data space and model, then define the ranking method.

Universal Containers (UC) wants to leverage 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?. Case Replies. Service Replies. Knowledge Replies.

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?. Data Cloud Admin and Prompt Template Manager. Prompt Template Manager and Prompt Template User. Prompt Template User and Data Cloud Admin.

What considerations should an Agentforce Specialist be aware of when using Record Snapshots grounding in a prompt template?. Email addresses associated with the object are excluded. Empty data, such as fields without values or sections without limits, is filtered out. Activities such as tasks and events are excluded.

Universal Containers (UC) wants to limit an agent's access to Knowledge articles, while deploying Answer Questions with Knowledge action. How should UC achieve this?. Assign Data Categories to Knowledge articles, and define Data Category filters in the Agentforce Data Library. Update the Data Library Retriever to filter on a custom field on the Knowledge article. Define scope instructions to the agent specifying a list of allowed article titles or IDs.

Universal Containers wants to 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?. Create Account Plan. Create Close Plan. Find Similar Deals.

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 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 Data Cloud User permission set has been assigned to the Agentforce Service Agent User. Ensure the assigned User permission set includes access to the prompt template used to access the Knowledge articles.

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.

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?. Live Agent. Route Work Action. Messaging.

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 Einstein Trust Layer is incorrectly configured. The data being used for grounding is incorrect or incomplete. The prompt template version is incompatible with the chosen LLM.

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: Find Similar Opportunities. Agent Action: Summarize Record. Agent Action: Draft or Revise Sales Email.

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. Prompt Builder. Agent Builder.

What is the importance of Action Instructions when creating a custom Agent action?. Action Instructions tell the large language model (LLM) which action to use. Action Instructions tell the user how to call this action in a conversation. Action Instructions define the expected user experience of an action.