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Salesforce Agentforce-Specialist Exam Syllabus Topics:

Topic
Details

Topic 1

Agentforce Concepts: This section assesses the skills of AI Engineers and covers how Agentforce works, including its reasoning engine, standard and custom topics, agent actions, and user security management. It also includes testing and deploying agents from sandbox to production environments.

Topic 2

Agentforce and Sales Cloud: This section assesses the skills of AI Developers and covers identifying the correct generative AI features in Agentforce for Sales Cloud scenarios. It also includes determining when to use Agentforce Sales Agents, such as Sales Development Representatives (SDRs) and Sales Coaches.

Topic 3

Prompt Engineering: This section measures the skills of AI Developers and focuses on prompt engineering techniques. It covers identifying when to use Prompt Builder, managing prompt templates, selecting appropriate grounding techniques, and explaining the process for creating and executing prompt templates.

Topic 4

Agentforce and Data Cloud: This section measures the skills of AI Developers and addresses how Agentforce integrates with Data Cloud to improve response accuracy and personalize answers. It involves grounding with retrievers in Data Cloud to enhance agent performance.

Topic 5

Agentforce and Service Cloud: This section measures the skills of AI Engineers and focuses on building agents that answer questions based on Knowledge articles and connecting them to digital channels. It also covers identifying the correct generative AI features in Agentforce for Service Cloud scenarios.

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Salesforce Certified Agentforce Specialist Sample Questions (Q145-Q150):

NEW QUESTION # 145
Universal Containers (UC) wants to offer personalized service experiences and reduce agent handling time with Al-generated email responses, grounded in Knowledge base.
Which AI capability should UC use?

A. Einstein Email Replies
B. Einstein Service Replies for Email
C. Einstein Generative Service Replies for Email

Answer: B

Explanation:
ForUniversal Containers (UC)to offer personalized service experiences and reduce agenthandling time using AI-generated responses grounded in theKnowledge base, the best solution isEinstein Service Replies for Email. This capability leverages AI to automatically generate responses to service-related emails based on historical data and theKnowledge base, ensuring accuracy and relevance while saving time for service agents.
* Einstein Email Replies(option A) is more suited for sales use cases.
* Einstein Generative Service Replies for Email(option C) could be a future offering, but as of now, Einstein Service Replies for Emailis the correct choice for grounded, knowledge-based responses.
References:
Einstein Service Replies Overview:

NEW QUESTION # 146
A SalesforceAgentforce Specialistis reviewing the feedback from a customer about the ineffectiveness of the prompt template.
What should theAgentforce Specialistdo to ensure the prompt template's effectiveness?

A. Monitor and refine the template based on user feedback.
B. Use the Prompt Builder Scorecard to help monitor.
C. Periodically change the templates grounding object.

Answer: B

Explanation:
To address the ineffectiveness of a prompt template reported by a customer, the SalesforceAgentforce Specialistshould use the Prompt Builder Scorecard (Option B). This tool is explicitly designed to evaluate and monitor prompt templates against key criteria such as relevance, accuracy, safety, and grounding. By leveraging the scorecard, the specialist can systematically identify weaknesses in the template and make data- driven refinements. While monitoring and refining based on user feedback (Option A) is a general best practice, the Prompt Builder Scorecard is Salesforce's recommended tool for structured evaluation, aligning with documented processes for maintaining prompt effectiveness. Changing the grounding object (Option C) without proper evaluation is reactive and does not address the root cause.
References:
* Salesforce EinsteinAgentforce SpecialistCertification Guide: Emphasizes using the Prompt Builder Scorecard to evaluate prompts and iterate based on results.
* Trailhead Module: "Einstein for Developers" highlights the scorecard as a critical tool for assessing prompt performance.
* Salesforce Help Documentation: Details the Scorecard's role in evaluating prompts against predefined criteria.

NEW QUESTION # 147
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?

A. Use a Record Snapshot to combine data from unrelated objects into a single prompt.
B. Create a prompt template passing in a special custom object that connects the records temporarily.
C. Create a Flex template to add resources with standard and custom objects as inputs.
D. Create a prompt template-triggered flow to access the data from standard and custom objects.

Answer: C

Explanation:
Comprehensive and Detailed In-Depth Explanation:UC needs to incorporate data from multiple unrelated objects (standard and custom) into a prompt template for a sales proposal. Let's evaluate the options based on Agentforce capabilities.
* Option A: Create a prompt template passing in a special custom object that connects the records temporarily.While a custom object could theoretically act as a junction to link unrelated records, this approach requires additional setup (e.g., creating the object, populating it with data via automation), and there's no direct mechanism in Prompt Builder to "pass in" such an object to a prompt template without grounding or flow support. This is inefficient and not a native feature, making it incorrect.
* Option B: Create a prompt template-triggered flow to access the data from standardand custom objects.There's no such thing as a "prompt template-triggered flow" in Salesforce. Flows can invoke prompt templates (e.g., via the "Prompt Template" action), but the reverse-triggering a flow from a prompt template-is not a standard construct. While a flow could gather data from unrelated objects and pass it to a prompt, this option's terminology is inaccurate, and it's not the most direct solution, making it incorrect.
* Option C: Create a Flex template to add resources with standard and custom objects as inputs.In Agentforce's Prompt Builder, aFlex template(short for Flexible Prompt Template) allows users to define dynamic inputs, including data from multiple Salesforce objects (standard or custom), even if they're unrelated. Resources can be added to the template (e.g., via merge fields or Data Cloud queries), enabling the prompt to pull data directly from specified objects without requiring a junction object or complex flows. This is ideal for generating a sales proposal using disparate data sources and aligns with Salesforce's documentation on Flex templates, making it the correct answer.
Why Option C is Correct:Flex templates are designed for scenarios requiring flexible data inputs, allowing UC to directly reference multiple unrelated objects in the prompt template. This simplifies the process and leverages Prompt Builder's native capabilities, as outlined in Salesforce documentation.
References:
* Salesforce Agentforce Documentation: Prompt Builder > Flex Templates- Describes adding multiple object resources as inputs.
* Trailhead: Build Prompt Templates in Agentforce- Highlights Flex templates for dynamic data scenarios.
* Salesforce Help: Create Flexible Prompts- Confirms support for standard and custom object data.

NEW QUESTION # 148
Northern Trail Outfitters (NTO) wants to configure Einstein Trust Layer in its production org but is unable to see the option on the Setup page.
After provisioning Data Cloud, which step must an Al Specialist take to make this option available to NTO?

A. Turn on Agent.
B. Turn on Einstein Generative AI.
C. Turn on Prompt Builder.

Answer: B

Explanation:
For Northern Trail Outfitters (NTO) to configure the Einstein Trust Layer, the Einstein Generative AI feature must be enabled. The Einstein Trust Layer is closely tied to generative AI capabilities, ensuring that AI-generated content complies with data privacy, security, and trust standards.
* Option A (Turning on Agent) is unrelated to the setup of the Einstein Trust Layer, which focuses more on generative AI interactions and data handling.
* Option C (Turning on Prompt Builder) is used for configuring and building AI-driven prompts, but it does not enable the Einstein Trust Layer.
Salesforce Agentforce Specialist References:For more details on the Einstein Trust Layer and setup steps:
https://help.salesforce.com/s/articleView?id=sf.einstein_trust_layer_overview.htm

NEW QUESTION # 149
Which use case is best supported by Salesforce Agent's capabilities?

A. Bring together a conversational interface for interacting with AI for all Salesforce users, such as developers and ecommerce retailers.
B. Enable data scientists to train predictive AI models with historical CRM data using built-in machine learning capabilities
C. Enable Salesforce admin users to create and train custom large language models (LLMs) using CRM data.

Answer: A

Explanation:
Salesforce Agent is designed to provide a conversational AI interface that can be utilized by different types of Salesforce users, such as developers, sales agents, and retailers. It acts as an AI-powered assistant that facilitates natural interactions with the system, enabling users to perform tasks and access data easily. This includes tasks like pulling reports, updating records, and generating personalized responses in real time.
* Option A is correct because Agent brings a conversational interface that caters to a wide range of users.
* Option B and Option C are more focused on developing and training AI models, which are not the primary functions of Agent.
References:
* Salesforce Agent Overview: https://help.salesforce.com/s/articleView?id=einstein_copilot_overview.
htm

NEW QUESTION # 150
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