SLF 3 - 2

Sunrays Limited (SL) is expanding its Agentforce for Service capabilities to include case management. For security purposes, SL wants the agent to verify a customer's identity before providing any case-related information. The verification must be deterministic ensuring that no case details are shared unless identity verification has been successfully completed. Which approach best meets this requirement?. Create a variable to store the verification status, set it as output from a "Verify Identity" action, and apply a filter so any case-related actions only run when the variable confirms verification. Use keywords such as "Always" and "Never" to write clear logic in Topic Instructions to verify user identity before providing any case information. Store the verification status in a custom variable and set a global instruction that the agent should check this variable before sharing case information.

Sunrays Limited (SL) wants to integrate its agent with its custom website. The goal is for customers to interact with the custom agent chat interface. Which approach provides the framework for the custom web application to communicate with the agent?. Agent API. Model Context Protocol (MCP). Agent to Agent (A2A).

Sunrays Limited (SL) plans to answer questions based on similar cases that have been successfully resolved in the past. What should SL consider when implementing this approach?. No action is needed, as past cases are used to answer the question. Create an unstructured data model object (UDMO) based on Case object and create an index on it. Create a data model object (DMO) based on Case object and create an index on it.

Sunrays Limited (SL) is preparing to use the Agentforce Testing Center to ensure the reliability of a new agent. SL has a CSV file with test cases and is reviewing the documentation to understand best practices and limitations. Which best practice should the company follow to avoid modifying CRM data while running tests in the Testing Center?. Limit the number of test cases to 50 per test to minimize data changes. Use the Testing Center only in the sandbox environment. Run tests in the production environment to ensure real time data accuracy.

Sunrays Limited (SL) has PDF maintenance guides in an external folder, not yet in Salesforce. The team wants a standard, clicks- only setup for the Service Agent to use these documents. Which approach should the Agentforce Specialist implement?. Paste external PDF links into topic instructions and rely on the model to follow them, avoiding configuration of a retrieval source, index, or retriever action. Upload the PDFs as File source in the Agentforce Data Library which will build a Search Index, and create a retriever to ground responses from those documents. Configure Data Cloud to ingest file attachments and create custom index and retriever for product record and attachment data.

Sunrays Limited (SL) is about to start testing its concierge agent with guests. Which metrics should be captured to monitor the performance, correctness and user experience?. Agent performance, token usage, and conversation duration. Response performance, tone, and CSATs. Response times, accuracy and relevance of answers, and resolution success.

An Apentforce Specialist wants to troubleshoot an agent that is hallucinating weblinks. The agent has an action that uses a prompt template, which uses 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 subagent (formerly known as a topic instructions) and ensure the word "ALWAYS" is used in the hallucination guardrails. Examine the subagent (formerly known as a topic instructions) name and classification description for hallucination guardrails.

An Agentforce Specialist needs to create a prompt template that extracts the customer's name, phone number, and case number from a block of text, and nothing else. How should the Agentforce Specialist structure the prompt to ensure the large language model (LLM) doesn't include extra conversation or text?. Ask the LLM to extract and only output the important information in the text. Use well-defined output instructions and provide desired output examples. Ensure in the prompt that the LLM has been told to only use name-value pairs in the response.

Sunrays Limited (SL) needs to ensure its booking agent executes actions in a specific sequence. First, retrieve available sessions, then verify customer eligibility, and finally create the booking. The current implementation allows the large language model (LLM) to execute these actions in any order, causing booking failures. Which approach should an Agentforce Specialist implement?. Create custom variables that store completion status for each step, then implement conditional filters on subsequent actions requiring previous variables to be populated, ensuring deterministic execution order. Configure topic, classification description, and action instructions with priority levels and sequence indicators to guide the reasoning engine in selecting the correct action order automatically. Write comprehensive topic instructions detailing the exact sequence of actions using numbered steps and explicit ordering requirements for the reasoning engine to follow during booking.

When a verified customer in a help center says, “I want to upgrade my service plan, an Al agent needs to complete the following asks: -Verify identity and entitlement. -Create a new quote. -Calculate a prorated upgrade amount. Escalate to an Account Executive (AF) only if the reorder exceeds US$25,000. Which type of agent should an Agentlorce Specialist build to support this use case?. Service Agent to resolve the case end-to-end and create a new opportunity for the sales team. Sales Agent to handle the upsell and large deals escalation. Employee Agent to orchestrate internal logistics and finance.

Sunrays Limited (SL) is uploading thousands of new HTML knowledge articles files for a resort launch. To ensure Apentiorce retrieves accurate responses quickly, which chunking strategy should be used when creating a new index?. Conversation-based chunking. Semantic based passage extraction. Section-aware chunking.

Which statement explains why a company might prefer a hybrid search index in Data Cloud for Agentforce?. Vector embeddings in hybrid search are prefiltered by keyword matches, reducing computational overhead and improving response accuracy. Hybrid search indexes process queries faster than vector search because they eliminate the need for semantic embedding. Hybrid search indexes support both literal keyword matches and semantic recall, useful when queries mix specific terms and intent.

Sunrays Limited (SL) is setting up a new Agentforce Service Agent. The company has sensitive medical product research stored internally and wants to ensure the agent cannot access it. What should SL do?. Assign the Agentforce Service Agent user the lowest possible role in the organization's hierarchy to black access. Disable the Agentforce Service Agent's ability ta use any Salesforce custom object or related fields. Follow the principle of least privilege and avoid granting permission to view the Medical Product object or related fields.

Sunrays Limited (SL) needs to create a prompt template that provides a detailed product description based on the latest product data. The description will be used in marketing materials to ensure consistency and accuracy. Which prompt template type should SL use?. Record Summary. Sales Email. Field Generation.

Sunrays Limited (SL) wants to systematically validate agent responses before deployment using a scalable testing process. Which Testing Center approach should the company implement?. Manually interact with the agent in Builder until responses seem correct. Use pilot users in production to flag incorrect responses past launch. Upload a structured CSV test template and run batch test cases in Testing Center.

Sunrays Limited (SL) needs to restrict access to refund processing actions so that only customers with an Active account status can initiate refunds. How should an Agentforce Specialist apply the restriction deterministically?. Create a context variable for the account status field and apply a conditional filter AccountStatus equals "Active" to refund actions. Include step-by-step instructions at the lopic level and action level explaining the rules and examples. Create a Flex Prompt Template that has instructions to check for account status.