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Salesforce Agentforce-Specialist Salesforce Certified Agentforce Specialist (AI-201) Exam Practice Test

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Total 202 questions

Salesforce Certified Agentforce Specialist (AI-201) Questions and Answers

Question 1

Where should the Agentforce Specialist go to add/update actions assigned to a copilot?

Options:

A.

Copilot Actions page, the record page for the copilot action, or the Copilot Action Library tab

B.

Copilot Actions page or Global Actions

C.

Copilot Detail page, Global Actions, or the record page for the copilot action

Question 2

A sales rep at Universal Containers is extremely busy and sometimes will have very long sales calls on voice and video calls and might miss key details. They are just starting to adopt new generative AI

features.

Which Einstein Generative AI feature should An Agentforce recommend to help the rep get the details they might have missed during a conversation?

Options:

A.

Call Summary

B.

Call Explorer

C.

Sales Summary

Question 3

An Agentforce configured Data Masking within the Einstein Trust Layer.

How should the Agentforce Specialist begin validating that the correct fields are being masked?

Options:

A.

Use a Flow-based resource in Prompt Builder to debug the fields’ merge values using Flow Debugger.

B.

Request the Einstein Generative AI Audit Data from the Security section of the Setup menu.

C.

Enable the collection and storage of Einstein Generative AI Audit Data on the Einstein Feedback setup page.

Question 4

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?

Options:

A.

Agentforce SDR only works with the standard Lead object.

B.

Agentforce SDR only works on Opportunities.

C.

Agentforce SDR only supports custom objects associated with Accounts.

Question 5

Universal Containers (UC) has a legacy system that needs to integrate with Salesforce. UC wishes to create a digest of account action plans using the generative API feature.

Which API service should UC use to meet this requirement?

Options:

A.

REST API

B.

Metadata API

C.

SOAP API

Question 6

Universal Containers would like to route a service agent conversation to a human agent queue. Which tool connects the service agent to the human agent queue for escalation?  

Options:

A.

Outbound Omni-Channel Flow

B.

Screen Flow

C.

Prompt Flow  

Question 7

Universal Containers deployed the new Agentforce Sales Development Representative (SDR) Into production, but sales reps are saying they can't find it. What is causing this issue?  

Options:

A.

Sales rep users profiles are missing the Allow SDR Agent permission.

B.

Sales rep users do not have access to the SDR Agent object.

C.

Sales rep users are missing the Use SDR Agent permission set.  

Question 8

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?

Options:

A.

General Q&A topic and Knowledge Article Answers action.

B.

General CRM topic and Answers Questions with LLM Action.

C.

General FAQ topic and Answers Questions with Knowledge Action.

Question 9

Universal Containers (UC) is building a Flex prompt template. UC needs to use data returned by the flow in the prompt template.

Which flow element should UC use?

Options:

A.

Add Flex Instructions

B.

Add Prompt Instructions

C.

Add Flow Instructions

Question 10

What is an appropriate use case for leveraging Agentforce Sales Agent in a sales context?

Options:

A.

Enable a sates team to use natural language to invoke defined sales tasks grounded in relevant data and be able to ensure company policies are applied. conversationally and in the now or work.

B.

Enable a sales team by providing them with an interactive step-by-step guide based on business rules to ensure accurate data entry into Salesforce and help close deals fatter.

C.

Instantly review and read incoming messages or emails that are then logged to the correct opportunity, contact, and account records to provide a full view of customer interactions and communications.

Question 11

Universal Containers (UC) wants to improve the productivity of its sales team with generative AI technology. However, UC is concerned that public AI virtual assistants lack adequate company data to general useful responses.

Which solution should UC consider?

Options:

A.

fine-tune the Einstein AI model with CBM data.

B.

Build Al model with Einstein discovery and deploy to sales users.

C.

Enable Agentforce and deploy to sales users.

Question 12

Universal Containers (UC) wants to enable its sales team to use Al to suggest recommended products from its catalog.

Which type of prompt template should UC use?

Options:

A.

Record summary prompt template

B.

Email generation prompt template

C.

Flex prompt template

Question 13

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?

Options:

A.

Create a prompt template passing in a special custom object that connects the records temporarily.

B.

Create a prompt template-triggered flow to access the data from standard and custom objects.

C.

Create a Flex template to add resources with standard and custom objects as inputs.

D.

Use a Record Snapshot to combine data from unrelated objects into a single prompt.

Question 14

Universal Containers (UC) needs to improve the agent productivity in replying to customer chats.

Which generative AI feature should help UC address this issue?

Options:

A.

Case Summaries

B.

Service Replies

C.

Case Escalation

Question 15

Universal Containers (UC) wants to assess Salesforce's generative features but has concerns over its company data being exposed to third- party large language models (LLMs). Specifically, UC wants the following capabilities to be part of Einstein's generative AI service.

No data is used for LLM training or product improvements by third- party LLMs.

No data is retained outside of UC's Salesforce org.

The data sent cannot be accessed by the LLM provider.

Which property of the Einstein Trust Layer should the Agentforce Specialist highlight to UC that addresses these requirements?

Options:

A.

Prompt Defense

B.

Zero-Data Retention Policy

C.

Data Masking

Question 16

Universal Containers wants to allow its service agents to query the current fulfillment status of an order with natural language. There is an existing autolaunched flow to query the Information from Oracle ERP, which is the system of record for the order fulfillment process.  

How should an Agentforce Specialist apply the power of conversational AI to this use case?

Options:

A.

Create a custom Agent action which calls a flow.

B.

Configure the Integration Flow Standard Action in Agent Builder.

C.

Create a Flex prompt template in Prompt Builder.  

Question 17

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?

Options:

A.

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

B.

Create a template-triggered prompt flow and invoke the prompt template using the standard "Prompt Template" flow action.

C.

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

Question 18

An administrator wants to check the response of the Flex prompt

template they've built, but the preview button is greyed out.

What is the reason for this?

Options:

A.

The records related to the prompt have not been selected.

B.

The prompt has not been saved and activated,

C.

A merge field has not been inserted in the prompt.

Question 19

The Agentforce Specialist of Northern Trail Outfitters reviewed the organization's data masking settings within the Configure Data Masking menu within Setup. Upon assessing all of the fields, a few additional fields

were deemed sensitive and have been masked within Einstein's Trust Layer.

Which steps should the Agentforce Specialist take upon modifying the masked fields?

Options:

A.

Turn off the Einstein Trust Layer and turn it on again.

B.

Test and confirm that the responses generated from prompts that utilize the data and masked data do not adversely affect the quality of the generated response

C.

Turn on Einstein Feedback so that end users can report if there are any negative side effects on AI features.

Question 20

An Agentforce wants to include data from the response of external service invocation (REST API callout) into the prompt template.

How should the Agentforce Specialist meet this requirement?

Options:

A.

Convert the JSON to an XML merge field.

B.

Use External Service Record merge fields.

C.

Use “Add Prompt Instructions” flow element.

Question 21

Which business requirement presents a good use case for leveraging Einstein Prompt Builder?

Options:

A.

Forecast future sales trends based on historical data.

B.

Identify potential high-value leads for targeted marketing campaigns.

C.

Send reply to a request for proposal via a personalized email.

Question 22

Universal Containers (UC) is using Einstein Generative AI to generate an account summary. UC aims to ensure the content is safe and inclusive, utilizing the Einstein Trust Layer's toxicity scoring to assess the content's safety level.

In the score of 1 indicate?

Options:

A.

The response is the least toxic Einstein Generative AI Toxicity Scoring system, what does a toxicity category.

B.

The response is not toxic.

C.

The response is the most toxic.

Question 23

The marketing team at Universal Containers is looking for a way personalize emails based on customer behavior, preferences, and purchase history.

Why should the team use Agent as the solution?

Options:

A.

To generate relevant content when engaging with each customer

B.

To analyze past campaign performance

C.

To send automated emails to all customers

Question 24

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?

Options:

A.

Modify the search index to only store documents from the last year and remove older records.

B.

Create a custom retriever in Einstein Studio, and apply filters for publication date and product line.

C.

Use the default retriever, as it already searches the entire search index and provides broad coverage.

Question 25

A Salesforce Administrator wants to generate personalized, targeted emails that incorporate customer interaction data. The admin wants to leverage large language models (LLMs) to write the emails, and wants to reuse templates for different products and customers.

Which solution approach should the admin leverage?

Options:

A.

Use sales Email standard templates

B.

Create a t field Generation prompt template type

C.

Create a Sales Email prompt template type.

Question 26

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?

Options:

A.

Run a report on the Platform Debug Logs.

B.

Query the Agent log data using the Metadata API.

C.

Run Agent Analytics.

Question 27

Universal Containers’ data science team is hosting a generative large language model (LLM) on Amazon Web Services (AWS).

What should the team use to access externally-hosted models in the Salesforce Platform?

Options:

A.

Model Builder

B.

App Builder

C.

Copilot Builder

Question 28

Universal Containers needs to provide insights on the usability of Agents to drive adoption in the organization.

What should the Agentforce Specialist recommend?

Options:

A.

Agent Analytics

B.

Agentforce Analytics

C.

Agent Studio Analytics

Question 29

In the context of retriever and search indexes, what best describes the data preparation process in Data Cloud?

Options:

A.

Data preparation focuses on real-time data ingestion and dynamic indexing to generate dynamic grounding reference data without preprocessing steps.

B.

Data preparation entails aggregating, normalizing, and encoding structured datasets to ensure compliance with data governance and security protocols.

C.

Data preparation Involves loading, chunking, vectorizing, and storing content in a search-optimized manner to support retrieval from the vector database.

Question 30

After configuring and saving a Salesforce Agentforce Data Library (regardless of the data source), which components are automatically created and available in Data Cloud?

Options:

A.

A data pipeline, an indexing engine, and a query processor

B.

A data connector, an analytics dashboard, and a workflow rule

C.

A data stream, a search index, and a retriever

Question 31

Universal Containers is very concerned about security compliance and wants to understand:

Which prompt text is sent to the large language model (LLM)

* How it is masked

* The masked response

What should the Agentforce Specialist recommend?

Options:

A.

Ingest the Einstein Shield Event logs into CRM Analytics.

B.

Review the debug logs of the running user.

C.

Enable audit trail in the Einstein Trust Layer.

Question 32

Universal Containers implemented Agentforce for its users. One user complains that an Agent is not deleting activities from the past 7 days. What is the reason for this issue?

Options:

A.

Agentforce does not have the permission to delete the user's records.

B.

Agentforce Delete Record Action permission is not associated to the user.

C.

Agentforce does not have a standard Delete Record action.

Question 33

What is the primary function of the reasoning engine in Agentforce?

Options:

A.

Identifying agent topics and actions to respond to user utterances

B.

Offering real-time natural language response during conversations

C.

Generating record queries based on conversation history  

Question 34

When a customer chat is initiated, which functionality in Salesforce provides generative AI replies or draft emails based on recommended Knowledge articles?

Options:

A.

Einstein Reply Recommendations

B.

Einstein Service Replies

C.

Einstein Grounding

Question 35

An Agentforce is setting up a new org and needs to ensure that users can create and execute prompt templates. The Agentforce Specialist is unsure which roles are necessary for these tasks.

Which permission sets should the Agentforce Specialist assign to users who need to create and execute prompt templates?

Options:

A.

Prompt Template Manager for creating templates and Data Cloud Admin for executing templates

B.

Prompt Template Manager for creating templates and Prompt Template User for executing templates

C.

Data Cloud Admin for creating templates and Prompt Template User for executing templates

Question 36

Universal Containers has seen a high adoption rate of a new feature that uses generative AI to populate a summary field of a custom object, Competitor Analysis. All sales users have the same profile but one user cannot see the generative AlI-enabled field icon next to the summary

field.

What is the most likely cause of the issue?

Options:

A.

The user does not have the Prompt Template User permission set assigned.

B.

The prompt template associated with summary field is not activated for that user.

C.

The user does not have the field Generative AI User permission set assigned.

Question 37

A support team handles a high volume of chat interactions and needs a solution to provide quick, relevant responses to customer inquiries.

Responses must be grounded in the organization's knowledge base to maintain consistency and accuracy.

Which feature in Einstein for Service should the support team use?

Options:

A.

Einstein Service Replies

B.

Einstein Reply Recommendations

C.

Einstein Knowledge Recommendations

Question 38

Universal Containers Is Interested In Improving the sales operation efficiency by analyzing their data using Al-powered predictions in Einstein Studio.

Which use case works for this scenario?

Options:

A.

Predict customer sentiment toward a promotion message.

B.

Predict customer lifetime value of an account.

C.

Predict most popular products from new product catalog.

Question 39

A sales manager is using Agent Assistant to streamline their daily tasks. They ask the agent to Show me a list of my open opportunities.

How does the large language model (LLM) in Agentforce identify and execute the action to show the sales manager a list of open opportunities?

Options:

A.

The LLM interprets the user's request, generates a plan by identifying the apcMopnete topics and actions, and executes the actions to retrieve and display the open opportunities

B.

The LLM uses a static set of rules to match the user's request with predefined topics and actions, bypassing the need for dynamic interpretation and planning.

C.

Using a dialog pattern. the LLM matches the user query to the available topic, action and steps then

performs the steps for each action, such as retrieving a fast of open opportunities.

Question 40

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?

Options:

A.

Select the latest Opportunities related list as a merge field.

B.

Create a flow to retrieve the opportunity information.

C.

Select the Account Opportunity object as a resource when creating the prompt template.

Question 41

An Agentforce is creating a custom action for Agentforce.

Which setting should the Agentforce Specialist test and iterate on to ensure the action performs as expected?

Options:

A.

Action Name

B.

Action Input

C.

Action Instructions

Question 42

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?

Options:

A.

Save as New Template and edit as needed.

B.

Clone the existing template and modify as needed.

C.

Save as New Version and edit as needed.

Question 43

How does the AI Retriever function within Data Cloud?

Options:

A.

It performs contextual searches over an indexed repository to quickly fetch the most relevant documents, enabling grounding AI responses with trustworthy, verifiable information.

B.

It monitors and aggregates data quality metrics across various data pipelines to ensure only high-integrity data is used for strategic decision-making.

C.

It automatically extracts and reformats raw data from diverse sources into standardized datasets for use in historical trend analysis and forecasting.

Question 44

Universal Containers (UC) noticed an increase in customer contract cancellations in the last few months. UC is seeking ways to address this issue by implementing a proactive outreach program to

customers before they cancel their contracts and is asking the Salesforce team to provide suggestions.

Which use case functionality of Model Builder aligns with UC's request?

Options:

A.

Product recommendation prediction

B.

Customer churn prediction

C.

Contract Renewal Date prediction

Question 45

Universal Containers (UC) is implementing Einstein Generative AI to improve customer insights and interactions. UC needs audit and feedback

data to be accessible for reporting purposes.

What is a consideration for this requirement?

Options:

A.

Storing this data requires Data Cloud to be provisioned.

B.

Storing this data requires a custom object for data to be configured.

C.

Storing this data requires Salesforce big objects.

Question 46

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?

Options:

A.

Einstein Reply Recommendations and Case Classification

B.

Einstein Reply Recommendations and Case Summaries

C.

Einstein Service Replies and Work Summaries

Question 47

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?

Options:

A.

Agent Action: Summarize Record

B.

Agent Action: Find Similar Opportunities

C.

Agent Action: Draft or Revise Sales Email

Question 48

A Universal Containers administrator is setting up Einstein Data Libraries. After creating a new library, the administrator notices that only the file upload option is available; there is no option to configure the library using a Salesforce Knowledge base.  

What is the most likely cause of this Issue?

Options:

A.

The current Salesforce org lacks the necessary Einstein for Service permissions that support the Knowledge-based Data Library option, so only the file upload option is presented.

B.

Salesforce Knowledge is not enabled in the organization; without Salesforce Knowledge enabled, the Knowledge-based data source option will not be available in Einstein Data Libraries.

C.

The administrator is not using Lightning Experience, which is required to display all data source options, Including the Knowledge base option, when configuring Einstein Data Libraries.  

Question 49

An Al Specialist is tasked with creating a prompt template for a sales team. The template needs to generate a summary of all related opportunities for a given Account.

Which grounding technique should the Al Specialist use to include data from the related list of opportunities in the prompt template?

Options:

A.

Use the merge fields to reference a custom related list of opportunities.

B.

Use merge fields to reference the default related list of opportunities.

C.

Use formula fields to reference the Einstein related list of opportunities.

Question 50

Universal Containers (UC) wants to enable its sales reps to explore opportunities that are similar to previously won opportunities by entering the utterance, "Show me other opportunities like this one."

How should UC achieve this with Agents?

Options:

A.

Use the standard Agent action.

B.

Create a custom Agent action calling a flow.

C.

Create a custom Agent action calling an Apex class.

Question 51

Universal Containers (UC) would like to implement the Sales Development Representative (SDR) Agent. Which channel consideration should UC be aware of while implementing it?

Options:

A.

SDR Agent must be deployed in the Messaging channel.

B.

SDR Agent only works in the Email channel.

C.

SDR Agent must also be deployed on the company website.

Question 52

How is Data Cloud leveraged by the Answer Questions with Knowledge action in Agentforce?

Options:

A.

Data Cloud is not required; the articles can be accessed directly from the CRM by the agent.

B.

Data Cloud stores and manages the Indexed Knowledge articles.

C.

Data Cloud provides the real-time data streams that update the Knowledge articles.  

Question 53

Which part of the Einstein Trust Layer architecture leverages an organization's own data within a large language model (LLM) prompt to confidently return relevant and accurate responses?

Options:

A.

Prompt Defense

B.

Data Masking

C.

Dynamic Grounding

Question 54

An Agentforce implements Einstein Sales Emails for a sales team. The team wants to send personalized follow-up emails to leads based on their interactions and data stored in Salesforce. The Agentforce Specialist needs to configure the system to use the most accurate and up-to-date information for email generation.

Which grounding technique should the Agentforce Specialist use?

Options:

A.

Ground with Apex Merge Fields

B.

Ground with Record Merge Fields

C.

Automatic grounding using Draft with Einstein feature

Question 55

What is the importance of Action Instructions when creating a custom Agent action?

Options:

A.

Action Instructions define the expected user experience of an action.

B.

Action Instructions tell the user how to call this action in a conversation.

C.

Action Instructions tell the large language model (LLM) which action to use.

Question 56

An Agentforce created a custom Agent action, but it is not being picked up by the planner service in the correct order.

Which adjustment should the Al Specialist make in the custom Agent action instructions for the planner service to work as expected?

Options:

A.

Specify the dependent actions with the reference to the action API name.

B.

Specify the profiles or custom permissions allowed to invoke the action.

C.

Specify the LLM model provider and version to be used to invoke the action.

Question 57

Universal Containers plans to enhance the customer support team's productivity using AI.

Which specific use case necessitates the use of Prompt Builder?

Options:

A.

Creating a draft of a support bulletin post for new product patches

B.

Creating an Al-generated customer support agent performance score

C.

Estimating support ticket volume based on historical data and seasonal trends

Question 58

A service agent 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 service agent needs to review the Knowledge articles about canceling and

rebooking the customer flights.

Which Agent capability helps the agent accomplish this?

Options:

A.

Execute tasks based on available actions, answering questions using information from accessible Knowledge articles.

B.

Invoke a flow which makes a call to external data to create a Knowledge article.

C.

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

Question 59

In addition to Recipient and Sender, which object should An Agentforce utilize for inserting merge fields into a Sales email template prompt?

Options:

A.

Recipient Opportunities

B.

Recipient Account

C.

User Organization

Question 60

Which feature in the Einstein Trust Layer helps to minimize the risks of jailbreaking and prompt injection attacks?

Options:

A.

Secure Data Retrieval and Grounding

B.

Data Masking

C.

Prompt Defense

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Total 202 questions