Certified Agentforce SpecialistPreview

What is true of Agentforce Testing Center?

Universal Containers implements Custom Agent Actions to enhance its customer service operations. The development team needs to understand the core components of a Custom Agent Action to ensure proper configuration and functionality.
What should the development team review in the Custom Agent Action configuration to identify one of the core components of a Custom Agent Action?

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?

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

An Agentforce Specialist is tasked with analyzing Agent interactions looking into user inputs, requests, and queries to identify patterns and trends.
What functionality allows the Agentforce Specialist to achieve this?

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?

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?

Universal Containers wants to leverage the Record Snapshots grounding feature in a prompt template.
What preparations are required?

Universal Containers' service team wants to customize the standard case summary response from Agentforce.
What should the Agentforce Specialist do to achieve this?

Universal Containers' Agent Action includes several Apex classes for the new Agentforce Agent.
What is an important consideration when deploying Apex that is invoked by an Agent Action?

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

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?

Universal Containers (UC) recently rolled out Einstein Generative AI capabilities and has created a custom prompt to summarize case records. Users have reported that the case summaries generated are not returning the appropriate information.
What is a possible explanation for the poor prompt performance?

Universal Containers (UC) wants to implement an AI-powered customer service agent that can:
Retrieve proprietary policy documents that are stored as PDFs.
Ensure responses are grounded in approved company data, not generic LLM knowledge.
What should UC do first?

How does the AI retriever function within Data Cloud?

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?

Universal Containers (UC) wants to build an Agentforce Service Agent that provides the latest, active, and relevant policy and compliance information to customers. The agent must:
Semantically search HR policies, compliance guidelines, and company procedures.
Ensure responses are grounded on published Knowledge.
Allow Knowledge updates to be reflected immediately without manual reconfiguration.
What should UC do to ensure the agent retrieves the right information?

Universal Containers (UC) is creating a new custom prompt template to populate a field with generated output. UC enabled the Einstein Trust Layer to ensure AI Audit data is captured and monitored for adoption and possible enhancements.
Which prompt template type should UC use and which consideration should UC review?

Universal Containers (UC) has configured Agentforce Data Library using Knowledge articles. When testing in Agent Builder and the Experience Cloud site, the agent is not responding with grounded Knowledge article information. However, when tested in Prompt Builder, the response returns correctly.
What should UC do to troubleshoot the issue?

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?

An Agentforce Specialist is creating a custom action in Agentforce.
Which option is available for the Agentforce Specialist to choose for the custom Agent action?

Universal Containers (UC) wants to enable its sales team to use AI to suggest recommended products from its catalog.
Which type of prompt template should UC use?

Universal Containers (UC) wants to ensure the effectiveness, reliability, and trust of its agents prior to deploying them in production. UC would like to efficiently test a large and repeatable number of utterances.
What should the Agentforce Specialist recommend?

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?