Universal Containers (UC) wants to create a new Sales Email prompt template in Prompt Builder using the "Save As" function. However, UC notices that the new template produces different results compared to the standard Sales Email prompt due to missing hyperparameters.

What should UC do to ensure the new prompt template produces results comparable to the standard Sales Email prompts?

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?

required.”

Format: Use numbered sentences for clarity.

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?

What considerations should an Agentforce Specialist be aware of when using Record Snapshots grounding in a prompt template?

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?

Universal Containers wants to utilize Agentforce for Sales to help sales reps reach their sales quotas by providing AI-generated plans containing guidance and steps for closing deals. Which feature meets this requirement?

An Agentforce Specialist is creating a prompt template to assist support reps in drafting responses to customer complaints.

To ensure the responses are empathetic and helpful, what is a key element to include in the prompt template?

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?

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?

Universal Containers (UC) plans to send one of three different emails to its customers based on the customer's lifetime value score and their market segment.

Considering that UC are required to explain why an e-mail was selected, which AI model should UC use to achieve this?

Choose 1 option.

Coral Cloud Resorts wants to cover a broad range of user phrasing when testing its FAQ agent.

Which Testing Center feature meets that need?

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?

Choose 1 option.

Which scenario best illustrates the use of Model Context Protocol (MCP) in an enterprise Al deployment?

Universal Containers (UC) uses Salesforce Service Cloud to support its customers and agents handling cases. UC is considering implementing Agent and extending Service Cloud to mobile users.

When would Agent implementation be most advantageous?

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?

A data scientist needs to view and manage models in Einstein Studio, and also needs to create prompt templates in Prompt Builder. Which permission sets should an Agentforce Specialist assign to the data scientist?

After a successful implementation of Agentforce Sates Agent with sales users. Universal Containers now aims to deploy it to the service team.

Which key consideration should the Agentforce Specialist keep in mind for this deployment?

Universal Containers wants to test agents while preserving real data and isolating from production.

Which environment should the company use with Testing Center?

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?

Universal Container (UC) has effectively utilized prompt templates to update summary fields on Lightning record pages. An admin now wishes to incorporate similar functionality into UC's automation process using Flow.

How can the admin get a response from this prompt template from within a flow to use as part of UC's automation?

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?

Universal Containers has a strict change management process that requires all possible configuration to be completed in a sandbox which will be deployed to production. The Agentforce Specialist is tasked with setting up Work Summaries for Enhanced Messaging. Einstein Generative AI is already enabled in production, and the Einstein Work Summaries permission set is already available in production.

Which other configuration steps should the Agentforce Specialist take in the sandbox that can be deployed to the production org?

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?

Universal Containers (UC) users are complaining that agent answers are not satisfactory. The agent is using PDF files as a knowledge source.  

How should UC troubleshoot this issue?

An Agentforce 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 the calls by summarizing past purchases, interests in products shown by the Contact captured via Data Cloud, and a recap of past email and phone conversations for which there are transcripts.

Which approach should the Agentforce Specialist recommend to achieve this use case?

A 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 to 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?

What is one key purpose of action instructions when creating a custom agent action in Agentforce?

Choose 1 option.

A company wants to retrieve patient history details to augment the Al agent response. [he company wants to leverage the Data Cloud search index feature.

What is best practice when considering retrieval-augrmented generation (RAG) for information that may contain personally

identifiable information (PII)?

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?

Universal Containers (UC) is looking to enhance its operational efficiency. UC has recently adopted Salesforce and is considering implementing Agent to improve its processes.

What is a key reason for implementing Agent?

Universal Containers (UC) is looking to improve its sales team's productivity by providing real-time insights and recommendations during customer interactions.

Why should UC consider using Agentforce Sales Agent?

Universal Containers, dealing with a high volume of chat inquiries, implements Einstein Work Summaries to boost productivity.

After an agent-customer conversation, which additional information does Einstein generate and fill, apart from the "summary"'

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

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

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?

An Agentforce has created a copilot custom action using flow as the reference action type. However, it is not delivering the expected results to the conversation preview, and therefore needs troubleshooting.

What should the Agentforce Specialist do to identify the root cause of the problem?

Universal Containers (UC) is expanding its Agentforce for Service capabilities to include case management. For security purposes,

UC 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?

What is the role of the large language model (LLM) in understanding intent and executing an Agent Action?

An administrator is responsible for ensuring the security and reliability of Universal Containers' (UC) CRM data. UC needs enhanced data protection and up-to-date AI capabilities. UC also needs to include relevant

information from a Salesforce record to be merged with the prompt.

Which feature in the Einstein Trust Layer best supports UC's need?

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?

What is the primary advantage of creating an individual retriever instead of the default retriever?

Universal Containers (UC) needs to capture and store detailed interaction data for all agents.

Which feature should help UC get a full view of the agent's behavior from start to finish, including reasoning engine executions,

actions, prompt and gateway inputs/outputs, error messages, and final responses?

Sales reps at Universal Containers should not be able to create or edit prompt templates. Which permission set should an AgentForce Specialist assign to the sales reps?

Before activating a custom copilot action, An Agentforce would like is to understand multiple real-world user utterances to ensure the action being selected appropriately.

Which tool should the Agentforce Specialist recommend?

Which element in the Omni-Channel Flow should be used to connect the flow with the agent?

When a verified customer in a help center says, “I want to upgrade my service plan,” an AI agent needs to complete the following tasks:

Verify identity and entitlement.

Create a new quote.

Calculate a prorated upgrade amount.

Escalate to an Account Executive (AE) only if the reorder exceeds USD 25,000.

Which type of agent should an AgentForce Specialist build to support this use case?

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

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

Choose 1 option.

Before activating a custom agent action, an AgentForce Specialist would like to evaluate multiple real-world user utterances to ensure the action is being selected appropriately.

Which tool should the AgentForce Specialist recommend?

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

Universal Containers implemented Agent for its users.

One user complains that Agent is not deleting activities from the past 7 days.

What is the reason for this issue?

Choose 1 option.

Universal Containers (UC) is preparing to use the Agentforce Testing Center to ensure the reliability of a new agent. UC 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?

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?

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?

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?

Choose 1 option.

Universal Containers 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?

Universal Containers needs its sales reps to be able to only execute prompt templates. What should the company use to achieve this requirement?

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?

Choose 1 option.

Universal Containers (UC) has registered an external service and created a template-triggered prompt flow that invokes the external service to fetch data from a REST API. UC now needs to make the response data from the external service usable inside a prompt template as a merge field when the template runs.

How should UC meet this requirement?

Universal Containers has a custom Agent action calling a flow to retrieve the real-time status of an order from the order fulfillment system.

For the given flow, what should the Agentforce Specialist consider about the running user's data access?

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

An Agentforce needs to enable the use of Sales Email prompt templates for the sales team. The Agentforce Specialist has already created the templates in Prompt Builder.

According to best practices, which steps should the Agentforce Specialist take to ensure the sales team can use these templates?

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?

Universal Containers (UC) has implemented Generative AI within Salesforce to enable summarization of a custom object called Guest. Users have reported mismatches in the generated information.

In refining its prompt design strategy, which key practices should UC prioritize?

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?

Choose 1 option.

What does it mean when a prompt template version is described as immutable?

Once a data source is chosen for an Agentforce Data Library, what is true about changing that data source later?

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?

An Agentforce at Universal Containers is working on a prompt template to generate personalized emails for product demonstration requests from customers. It is important for the Al-generated email to adhere strictly to the guidelines, using only associated opportunity information, and to encourage the recipient to take the desired action.

How should the Agentforce Specialist include these instructions on a new line in the prompt template?

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?

An Agentforce at Universal Containers is trying to set up a new Field Generation prompt template. They take the following steps.

1. Create a new Field Generation prompt template.

2. Choose Case as the object type.

3. Select the custom field AI_Analysis_c as the target field.

After creating the prompt template, the Agentforce Specialist saves, tests, and activates it. Howsoever, when they go to a case record, the AI Analysis field does not show the (Sparkle) icon on the Edit pencil. When the Agentforce Specialist was editing the field, it was behaving as a normal field.

Which critical step did the Agentforce Specialist miss?

Universal Containers' sales team engages in numerous video sales calls with prospects across the nation. Sales management wants an easy way to understand key information such as deal terms or customer sentiments. Which Einstein Generative AI feature should An Agentforce recommend for this request?

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?

What is the correct process to leverage Prompt Builder in a Salesforce org?

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?

A data science team has trained an XGBoost classification model for product recommendations on Databricks. The Agentforce Specialist is tasked with bringing inferences for product recommendations from this model into Data Cloud as a stand-alone data model object (DMO).

How should the Agentforce Specialist set this up?

Universal Containers is planning a marketing email about products that most closely match a customer's expressed interests.

What should An Agentforce recommend to generate this email?

An Agentforce is creating a custom action in Agent.

Which option is available for the Agentforce Specialist to choose for the custom copilot action?

Choose 1 option.

A developer is using the Salesforce CLI to deploy agent components from a sandbox to production. They recently made a change to several topics, instructions, and actions.

Which metadata component should the developer include in their package.xml file that contains all of the topics and actions an agent will interact with?

Universal Containers (UC) wants to improve the efficiency of addressing customer questions and reduce agent handling time with AI- generated responses. The agents should be able to leverage their existing

knowledge base and identify whether the responses are coming from the large language model (LLM) or from Salesforce Knowledge.

Which step should UC take to meet this requirement?

Universal Containers (UC) wants to limit an agent’s access to Knowledge articles while deploying the "Answer Questions with Knowledge" action. How should UC achieve this?

Universal Containers (UC) wants to enable its sales team with automatic post-call visibility into mention of competitors, products, and other custom phrases.

Which feature should the Agentforce Specialist set up to enable UC's sales team?

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?

Choose 1 option.

Coral Cloud Resorts is about to start testing its concierge agent with guests.

Which metrics should be captured to monitor the performance, correctness, and user experience?

What is true of Agentforce Testing Center?

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?

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?