SLF 4 - 3

Sunrays Limited (SL) needs to create a sales email with a custom prompt template. SL needs to ground on the following data: -Opportunity Products -Events near the customer -Tone and voice examples How should SL obtain related items?. Create a Flex template that takes the records in question as inputs. Utilize a standard email template and manually insert the required data fields. Call a prompt-initiated flow to fetch and ground the required data.

The VP of Service at Sunrays Limited (SL) requires a report showing weekly deflection rate trends and escalation volumes for the Agentforce Service Agent over the past 90 days. Which approach should the Agentforce Specialist recommend?. Enable Agentforce Health Monitoring to configure escalation rate alert thresholds and export the resulting trend data into a Tableau dashboard aligned with the VP of Service's reporting requirements. Use Agent Analytics within Agentforce Observability, which provides Tableau-powered dashboards with prebuilt deflection rate, escalation volume, and abandonment metrics calculated from agent session data stored in Data 360. Query the OTEL-compliant Session Tracing Data Model in Data 360 using CRM Analytics to build a custom dashboard with deflection rate calculations and week-over-week escalation comparisons tailored to UC's reporting standards.

An Agentforce Specialist is building a multi-step onboarding workflow using agent actions. The workflow includes four sequential steps: account creation, profile setup, settings configuration, and finalization. After the create_account action executes successfully, the system must immediately send a verification email without requiring an additional user interaction. Which approach should the specialist use to ensure the verification email is automatically triggered after account creation?. Add the send_verification logic inside the procedural instructions so it executes before profile setup finishes. Configure the send_verification action to be available when account_created = True and wait for the agent to call it in the next step. Use the keyword 'run' within the create_account action to chain the send_verification action as a follow-up.

Pinnacle Healthcare is enhancing its agent and Agent Script implementation to improve patient scheduling and care coordination. The head of compliance has identified a need to ensure deterministic behavior for agents when verifying patient information before scheduling appointments. The process must enforce compliance by gating downstream actions (for example, scheduling) until patient verification is complete. What is the most appropriate approach the Agentforce Specialist should recommend while adhering to standard configuration guidelines?. Use template expressions in the action descriptions to dynamically display instructions based on the verification status. Use '@utils.setVariables' to update a mutable session variable for patient verification status and gate scheduling actions with 'available when'. Call a custom Apex '@InvocableMethod' to enforce the verification logic and dynamically update the scheduling action availability.

Which useful metrics does Agentforce Observability provide to a customer service team related to a Customer Service Agent?. Call deflection rates, cost per interaction, and memory consumption. Call deflection rates, productivity, and abandoned session rates. Call deflection rates, abandoned session rates, and user intent ratings.

Sunrays Limited (SL) is developing a prompt template in a sandbox and has created multiple saved versions during testing. SL is now preparing to move the template to production. What is a consideration when deploying the template to production?. Deploying a template requires all previous versions to be manually activated before deployment can succeed. Deploying a template automatically removes all prior versions and replaces them with the deployed version in production. Deploying a prompt template includes all versions of the prompt template that are in the source org to the target org.

Sunrays Limited (SL) wants to assign agents to improve department efficiency. Which configuration ensures the right tasks are handled by the right agents?. Sales Coach Agent for lead and Service Agent for HR requests, and Support tickets to ensure cases are available. Lead Nurturing Agent for lead qualification, Service Agent for support tickets, Employee Agent for HR requests. One Service Agent to efficiently handle each of these scenarios, which reduces the number of agent types needed for support.

Sunrays Limited (SL)' Service Agent executes a flow action to retrieve Opportunity records. The Opportunity object has an organization-wide default (OWD) of Private. The agent returns no results despite matching records existing and the flow logic being correctly configured. Which resolution strictly adheres to the principle of least privilege?. Add the required object permissions to the Einstein Service Agent User's permission set and configure appropriate sharing rules. Set the agent action flow to run in System Mode - without sharing. Change the Opportunity object's OWD to Public Read Only so the Einstein Service Agent User can access records.

Sunrays Limited (SL) has configured an agent to handle customer return requests. When a customer initiates a return, the agent must calculate a specific restocking fee. The agent needs to quote this exact fee to the customer and then reuse that same fee amount when summarizing the final refund. The Agentforce Specialist needs to ensure the agent uses deterministic logic to calculate the fee and consistently reuses the exact same value without guessing or hallucinating. How should the specialist configure the agent to achieve this behavior?. Execute a flow as an agent action to calculate the fee, and make the flow's output directly available to the agent response. The agent will be able to continue to use this value from memory. Define a context variable for the fee. Execute a flow as an agent action to calculate the fee, and assign the flow's output to that context variable, and have the agent reference that variable in its responses. Provide the mathematical formula for the restocking fee in the agent's system instructions and instruct it to remember the result for reuse.

Sunrays Limited (SL) wants to create a prompt template that consistently extracts a customer's specific product model number and quantity from an email inquiry to draft a response back to the customer. Which best practice should SL implement to achieve this goal?. Incorporate open-ended questions to encourage detailed responses. Provide clear, positive instructions and use few-shot examples. Use a high temperature setting to increase creative output.

When configuring a file upload-based data library, what are the maximum allowed file sizes for text/HTML files and PDF files, respectively?. Up to 100 MB for text/HTML files and up to 4 MB for PDF files. Up to 50 MB for both text/HTML files and PDF files. Up to 4 MB for text/HTML files and up to 100 MB for PDF files.

Sunrays Limited (SL) is implementing a customer verification process for its service agent where sensitive account information can only be accessed after the customer passes identity verification. The Agentforce Specialist needs to ensure this security rule is enforced deterministically, preventing the large language model (LLM) from bypassing the verification requirement to execute the account lookup action. What should the specialist configure to manage this deterministic behavior?. Configure a Prompt Defense policy in the Einstein Trust Layer to mask the sensitive account data from the reasoning engine until the user successfully completes the verification process. Store the user's verification status in a custom variable and apply an available "when" filter condition to the account lookup action, making the action invisible to the reasoning engine until the variable evaluates to true. Add explicit natural language instructions within the subagent (formerly known as a topic) definition instructing the large language model (LLM) to always prioritize the customer verification action before proceeding to the account lookup action.

A company built a custom Apex action invoked by an Employee Agent to fetch data from an external API. The callout method uses the current user's Salesforce session ID to authenticate the callout. The external callout works perfectly in the UI, but silently fails when the agent triggers it. What is the architectural best practice to fix this?. Explicitly extend the Apex class security to the logged-in user's profile. Ensure the Employee Agent is assigned the AgentforceServiceAgentUserPsg. Replace the session ID retrieval with a Named Credential.

An Agentforce Specialist at Sunrays Limited (SL) is building with no-code tools only. They have many small accounts that are only touched periodically by a specialized sales team, and SL wants to maximize the sales operations team's time. SL 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 360) -Providing a recap of past email and phone conversations that have transcripts Which approach should the Agentforce Specialist recommend to achieve this goal?. Use a prompt template grounded on CRM and Data 360 data using standard foundation models. Fine-tune the standard foundational model due to the complexity of the data. Deploy SL's own custom foundational model on this data first.

Sunrays Limited (SL) needs to create Data 360 reports to understand agent behavior. Which data lake object (DLO) represents a container capturing contiguous interactions with one or more AI agents?. AIAgentInteraction. AIAgentSession. AIAgentInteractionMessage.

Sunrays Limited (SL) needs to ensure that its agent can immediately process customer returns by validating order eligibility before proceeding with the return process. SL wants to maintain a natural conversational flow for customers while ensuring that the order validation step is strictly followed. What should the Agentforce Specialist do to achieve the desired outcome?. Use Salesforce Flow to guide the large language model (LLM) in handling order validation and the return process. Use a custom Apex @InvocableMethod to handle the entire return process. Use procedural instructions in the Agent Script to enforce the order validation step.