AFSU25-2

Coral Cloud Resorts needs consistent pass/fail logic for agent testing. Which Testing Center capability provides that?. Use customer rating as a proxy for correctness. Run a script on event logs to identify the failed utterances. Use structured batch testing with validation per test utterance.

A Service Agent at Universal Containers (UC) is designed to help customers resolve issues by searching against knowledge articles. Knowledge articles have PDF attachments that add critical details. UC reports that the agent provides excellent summaries of the knowledge articles, but seems completely unaware of the PDF attachments. How should an Agentforce Specialist configure the Data Cloud search index to include the content of these attached files?. Increase article chunk size and token limits for Knowledge indexing so larger contexts capture attachment references. Enable 'Include Related Attachments’ for Knowledge__ kav and map the ContentDocumentLink unstructured data model object (UDMO). Use Data Cloud's ‘Include Attachments’ option and select the ContentDocumentVersion unstructured data model object (UDMO).

Universal Containers wants to use an Al agent to answer questions about warranties, Warranty information has already been uploaded as unstructured data in Data Cloud. When answering user questions, the results must be filterable by product line and ranked by recent updates. Which approach should the Agentforce Specialist implement?. Use the default retriever which automatically accounts for recency ranking. Build a custom retriever in Einstein Studio with product line filters and recency ranking. Apply semantic embeddings with default metadata filters to achieve the desired result.

A service manager wants to use Salesforce Prompt Builder to help agents summarize customer case notes after a support call. The summary should: - Capture the customer's issue, troubleshooting steps taken, and next actions. - Be no longer than five sentences. - Use plain language (no technical jargon). - If no next action is identified, the summary should explicitly state "No next action required." Which prompt template fallows Salesforce prompt design best practices?. Role: You are an experienced support agent. Task: Summarize the case notes. Context: Include customer issue, troubleshooting steps, and next actions. Constraints: Limit to 5 sentences, use plain language, and if no next action is found, state “No next action required.” Format: Use numbered sentences for clarity. Role: You are a support agent writing a case summary. Task: Provide a professional summary of the issue and troubleshooting steps. Contest: Include customer issue, steps taken, and next actions if available. Constraints: No strict sentence limit, but use plain language. If no next action is found, leave it out. Format: Use paragraphs for readability. Role: You are a case documentation assistant. Task: Write a surmmiary of the support call. Context: Always describe the customer issue, troubleshooting, and resolution details. Constraints: The summary should be comprehensive and professional, but there is no limit on length or language style. Format: Use complete sentences in a narrative style.

An Agentforce Specialist 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 calls by: - Summarizing past purchases - Displaying products the contact has shown interest in (with data captured via Data Cloud) - Providing a recap of past email and phone conversations that have transcripts Which approach should the Agentforce Specialist recommend to achieve this goal?. Deploy UC's own custom foundational model on this data first. Fine-tune the standard foundational model due to the complexity of the data. Use a prompt template grounded on CRM and Data Cloud data using standard foundation models.

An administrator at Universal Containers is setting up a new Sales Development Representative (SDR) Agent. The agent's purpose is to nurture cold leads before connecting them to the assigned sales rep. To ensure the agent has all the necessary access to the leads in the North America sales region, what should the administrator do?. Assign the user in the highest-level role within the North America role hierarchy as the SDR Agent User. Grant View All record permission of the Lead object to the ‘Einstein Agent User’ profile. Create a criteria-based sharing rule to grant access to targeted lead records to SDR Agent User.

Coral Cloud Resorts (CCR) wants to configure its agent so that booking actions are only available when a customer's membership tier is “Premium” or “Elite”. This business rule must be enforced deterministically. What should CCR implement?. Set up custom validation rules on the underlying booking objects to prevent non-eligible customers from completing bookings. Configure topic instructions that clearly state booking actions should only be used for Premium or Elite customers and include examples. Create a context variable mapped to the customer's membership tier field, then add a conditional filter on MembershipTier.

Based on the user utterance, “Show me all the customers in New York", which standard agent action will the planner service use?. Fetch Records. Query Records. Select Records.

During configuration, Universal Containers (UC) forgot to grant Knowledge access to the Agentforce Service Agent. Which permission must UC add for the agent to interact with Knowledge articles and answer customer questions effectively?. Allow View Knowledge and Run Flows. Access Knowledge records and fields, and Allow View Knowledge. Access Custom Objects and Manage External Users.

An Agentforce Specialist 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 Manager permission set was not assigned correctly. The Prompt Template User permission set was not assigned correctly. The large language model (LLM) was not configured correctly in Data Cloud.

An Agentforce Specialist wants to ensure their custom agent action performs as expected in conversations. What should the Agentforce Specialist focus on when creating action instructions?. Write concise agent action instructions and test in Agentforce Builder. Ensure the agent action label matches the utterance’s intent. Include comprehensive detailed descriptions and perform smoke testing.

Universal Containers wants to implement a customer verification process where sensitive account information can only be accessed after the customer passes identity verification. The agent must enforce this security rule deterministically without allowing the large language model (LLM) to bypass the verification requirement. What should an Agentforce Specialist recommend as the best solution?. Use context variables to store verification status in the messaging session and configure the agent to check these variables through natural language prompts during each sensitive action. Include detailed verification instructions in the agent's topic instructions explaining when customers should be verified and rely on the LLM to follow these guidelines consistently across all interactions. Create a custom variable IsCustomerVerified set by a verification action, then apply a conditional filter using the expression IsCustomerVerified equals true to all sensitive data actions, ensuring deterministic access control that the LLM can't alter.

Universal Containers plans to enable Agentforce in Slack so teams can interact with agents directly in Slack channels. Which description represents the key steps required to enable Agentforce in Slack?. Enable the default Slack channel Agentforce, and assign Slack agent access to users. Configure the Slack workflow to inveke the Agentforce API, enabling users to interact with agents through predefined triggers and automated steps. Configure the Slack agent connection and, in Manage Agentforce, install the agent, then assign agent access to users.

Coral Cloud Resorts (CCR) uses Agentforce to assist customers with booking and service issues. CCR wants to implement a triage process 50 that: - High severity requests must be escalated to a human service rep. - Lower severity requests should result in creating a support case for the guest. The requirement is to achieve the highest reliability and determinism in the response from the agent. Which approach should an Agentforce Specialist recommend?. Write the triage and routing logic in Topic Instructions using an IF, THEN, ELSE pattern: “Escalate to human service rep if the request is considered severe, otherwise create support case”. Use absolute keywords like “Always" and “Never” in Topic Instructions to enforce logic, such as “Always escalate when severity is high” and “Never create a support case when severity is high”. Create a custom variable severityLevel populated by a Triage action. Add filters so the “Escalate to human service rep” action only runs when severityLevel = ‘High’, and the “Create Support Case” action runs only when severityLevel != ‘High’.

An Agentforce Specialist wants to troubleshoot an agent that is hallucinating weblinks. The agent has an action that uses a prompt template, which is using a knowledge retriever, to generate the output text that the agent will use. Which process is appropriate to find the root cause of the hallucination behavior?. Examine the prompt instructions and contents of the chunks shown in the resolved prompt output. Examine the topic name and classification description for hallucination guardrails,. Examine the topic instructions and ensure the word "ALWAYS" is used in the hallucination guardrails.

Coral Cloud Resorts wants to cover a broad range of user phrasing when testing its FAQ agent. Which Testing Center feature meets that need?. Uploading only a small set of manually written prompts. Al -generated synthetic test utterances based on natural language variations. Relying on live customer logs to capture phrasing diversity after deployment.

Coral Cloud Resorts wants visibility into credit usage associated with testing. Which feature supports this?. Agentforce Analytics. Digital Wallet. Testing Center.

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?. Output Types. Action Triggers. Instructions.

What should Universal Containers consider when deploying a Service Agent with multiple topics and agent actions to production?. Deploy flows or Apex after agents, topics, and agent actions to avoid deployment failures and potential production agent issues requiring complete redeployment. Ensure all dependencies are included, test coverage is appropriate, and configuration settings are aligned with production. Plan for version management and post-deployment activation. Ensure the agent is deployed without testing due to the probabilistic nature of AI which will prevent deployment issues.

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 individual retriever and notices a required field 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. Update the default retriever to include the desired field.

An Agentforce Specialist builds a new Service Agent that uses a custom action built on a flow. The agent has been tested in a sandbox and is now ready to deploy. What is a key consideration regarding the activation status of the agent in the production environment?. The agent will be activated automatically only if the flow is also active. The agent must be manually activated in production, regardless of its status in the sandbox. The agent will automatically be activated upon successful deployment.

Universal Containers has set up a Service Agent to allow customers to look up their order status. The topic setup includes: Name: Order Inquiry Classification Description: Handles user requests to look up order status, including tracking details and delivery estimates for orders placed within the last 90 days. Scope: Your job is only to assist authenticated users in looking up the status of their orders placed within the last 90 days. If the order is pending delivery, provide the tracking number and estimated delivery date. Do not handle inquiries for orders older than 90 days. Which information will be used by the Agentforce reasoning engine to choose this topic?. Topic Name and Classification Description. Topic Name and Scope. Classification Description and Scope.

Universal Containers needs to bring individual customer warranties from an external system into Data Cloud. They want Agentforce to return warranty-related responses only for accounts whose warranty status is active. Which search approach should the Agentforce Specialist configure to ensure warranty-related information is retrieved correctly?. Depend on Agentforce instructions to enforce warranty constraints and include only WarrantyStatus = Active results. Store the account's warranty status in an Agentforce custom variable to dynamically filter warranties during retrieval. Use Hybrid Search and apply pre-filtering in a new custom retriever for matching accounts and where the WarrantyStatus = Active field.

A business stakeholder wants to use Al to generate a summary based on Data Cloud data. Which method(s) should the stakeholder use to access Data Cloud data from Prompt Builder?. Accessing data model objects (DMQs) directly in Flex templates, using Data Cloud related lists, and fetching Data Cloud data using prompt-initiated flows. Using Data Cloud related lists and fetching Data Cloud data using prompt-initiated flows. Using only external APIs to import Data Cloud data into Prompt Builder.