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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?. Enable prompt test mode, allocate different prompt variations to a subset of users for evaluation, and standardize the most effective model based on performance feedback. Create concise, clear, and consistent prompt templates with effective grounding, contextual role-playing, clear instructions, and iterative feedback. Submit a prompt review case to Salesforce and conduct thorough testing In the playground to refine outputs until they meet user expectations.

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?. Agent Event Logs dashboard. AI Audit and Feedback Data dashboard. User Utterances dashboard.

What is the importance of Action Instructions when creating a custom Agent action?. Action Instructions define the expected user experience of an action. Action Instructions tell the user how to call this action in a conversation. Action Instructions tell the large language model (LLM) which action to use.

Universal Containers (UC) uses a file upload-based data library and custom prompt to support AI-driven training content. However, users report that the AI frequently returns outdated documents. Which corrective action should UC implement to improve content relevancy?. Switch the data library source from file uploads to a Knowledge-based data library, because Salesforce Knowledge bases automatically manage document recency, ensuring current documents are returned. Configure a custom retriever that includes a filter condition limiting retrieval to documents updated within a defined recent period, ensuring that only current content is used for AI responses.correct. Continue using the default retriever without filters, because periodic re-uploads will eventually phase out outdated documents without further configuration or the need for custom retrievers.

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?. Call Summaries. Call Explorer. Call Insights.

A Salesforce Administrator is exploring the capabilities of Agent to enhance user interaction within their organization. They are particularly interested in how Agent processes user requests and the mechanism it employs to deliver responses. The administrator is evaluating whether Agent directly interfaces with a large language model (LLM) to fetch and display responses to user inquiries, facilitating a broad range of requests from users. How does Agent handle user requests In Salesforce?. Agent will trigger a flow that utilizes a prompt template to generate the message. Agent will perform an HTTP callout to an LLM provider. Agent analyzes the user's request and LLM technology is used to generate and display the appropriate response.

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?. Create a Flex prompt template in Prompt Builder. Create a custom copilot action which calls a flow. Configure the Integration Flow Standard Action in Agent.

How should an organization use the Einstein Trust layer to audit, track, and view masked data?. Utilize the audit trail that captures and stores all LLM submitted prompts in Data Cloud. In Setup, use Prompt Builder to send a prompt to the LLM requesting for the masked data. Access the audit trail in Setup and export all user-generated prompts.

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?. Surround them with triple quotes (""").correct. Make sure merged fields are defined. Use curly brackets {} to encapsulate instructions.

Universal Containers wants to be able to detect with a high level confidence if content generated by a large language model (LLM) contains toxic language. Which action should an Al Specialist take in the Trust Layer to confirm toxicity is being appropriately managed?. Access the Toxicity Detection log in Setup and export all entries where isToxicityDetected is true. Create a flow that sends an email to a specified address each time the toxicity score from the response exceeds a predefined threshold. Create a Trust Layer audit report within Data Cloud that uses a toxicity detector type filter to display toxic responses and their respective scores.

Universal Containers’ service team wants to customize the standard case summary response from Agentforce. What should the Agentforce Specialist do to achieve this?. Create a custom Record Summary prompt template for the Case object. Summarize the Case with a standard Agent action. Customize the standard Record Summary template for the Case object.

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?. Include multiple-choice questions within the prompt to test the LLM’s understanding of the context. Ask it to role-play as a character in the prompt template to provide more context to the LLM. Train LLM with data using different writing styles including word choice, intensifiers, emojis, and punctuation.

What is a valid use case for Data Cloud retrievers?. Returning relevant data from the vector database to augment a prompt. Grounding data from external websites to augment a prompt with RA. Modifying and updating data within the source systems connected to Data Cloud.

What is An Agentforce able to do when the “Enrich event logs with conversation data" setting in Agent is enabled?. View the user click path that led to each copilot action. View session data including user Input and copilot responses for sessions over the past 7 days. Generate details reports on all Copilot conversations over any time period.

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?. The Apex classes must have at least 75% code coverage from unit tests, and all dependencies must be in the deployment package. Apex classes invoked by an Agent Action may be deployed with less than 75% test coverage as long as the agent is not activated in production. The Apex classes may bypass the 75% code coverage requirement as long as they are only used by the agent.

How does the Einstein Trust Layer ensure that sensitive data is protected while generating useful and meaningful responses?. Masked data will be de-masked during response journey. Masked data will be de-masked during request journey. Responses that do not meet the relevance threshold will be automatically rejected.

Universal Containers recently added a custom flow for processing returns and created a new Agent Action. Which action should the company take to ensure the Agentforce Service Agent can run this new flow as part of the new Agent Action?. Recreate the flow using the Agentforce agent user. Assign the Manage Users permission to the Agentforce Agent user. Assign the Run Flows permission to the Agentforce Agent user.

Universal Containers (UC) wants to use Flow to bring data from unified Data Cloud objects to prompt templates. Which type of flow should UC use?. Data Cloud-triggered flow. Template-triggered prompt flow. Unified-object linking flow.

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?. In Copilot Builder within the Dynamic Panel, turn on dynamic debugging to show the inputs and outputs. Copilot Builder within the Dynamic Panel, confirm selected action and observe the values in Input and Output sections. In Copilot Builder, verify the utterance entered by the user and review session event logs for debug information.

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?. Ground with Apex Merge Fields. Ground with Record Merge Fields. Automatic grounding using Draft with Einstein feature.

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?. When the goal is to streamline customer support processes and improve response times correct. When the main objective is to enhance data security and compliance measures. When the main objective is to enhance data security and compliance measures.

Which element in the Omni-Channel Flow should be used to connect the flow with the agent?. Route Work Action. Assignment. Decision.

Universal Containers wants to use an external large language model (LLM) in Prompt Builder. What should An Agentforce recommend?. Use Apex to connect to an external LLM and ground the prompt. Use BYO-LLM functionality in Einstein Studio. Use Flow and External Services to bring data from an external LL.

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?. The prompt template version is incompatible with the chosen LLM. The data being used for grounding is incorrect or incomplete. The Einstein Trust Layer is incorrectly configured.

What considerations should an Agentforce Specialist be aware of when using Record Snapshots grounding in a prompt template?. Activities such as tasks and events are excluded. Empty data, such as fields without values or sections without limits, is filtered out. Email addresses associated with the object are excluded.

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?. Modify the search index to only store documents from the last year and remove older records. Create a custom retriever in Einstein Studio, and apply filters for publication date and product line. Use the default retriever, as it already searches the entire search index and provides broad coverage.

Universal Containers plans to enhance its sales team’s productivity using AI. Which specific requirement necessitates the use of Prompt Builder?. Creating a draft newsletter for an upcoming tradeshow. Predicting the likelihood of customers churning or discontinuing their relationship with the company. Creating an estimated Customer Lifetime Value (CLV) with historical purchase data.

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?. Call Summary. Call Explorer. Sales Summary.

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?. Use the standard Agent action. Create a custom Agent action calling a flow. Create a custom Agent action calling an Apex class.

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?. The records related to the prompt have not been selected. The prompt has not been saved and activated,. A merge field has not been inserted in the prompt.

What is best practice when refining Agent custom action instructions?. Provide examples of user messages that are expected to trigger the action. Use consistent introductory phrases and verbs across multiple action instructions. Specify the persona who will request the action.

How does the AI Retriever function within Data Cloud?. It performs contextual searches over an indexed repository to quickly fetch the most relevant documents, enabling grounding AI responses with trustworthy, verifiable information. It monitors and aggregates data quality metrics across various data pipelines to ensure only high-integrity data is used for strategic decision-making. It automatically extracts and reformats raw data from diverse sources into standardized datasets for use in historical trend analysis and forecasting.

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?. Agent Delete Record Action permission is not associated to the user. Agent does not have the permission to delete the user's records. Agent does not support the Delete Record 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?. Record summary prompt template. Email generation prompt template. Flex prompt template.

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?. Model Builder. Agent Builder. Prompt Builder.

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?. The template type needs to be switched to Flex to accommodate the variable amount of tokens generated by the prompt grounding. The number of tokens generated by the dynamic nature of the prompt template will vary by record. The number of tokens that can be processed by the LLM varies with total user demand.

What is the primary function of the planner service in the Agent system. Generating record queries based on conversation history. Offering real-time language translation during conversations. Identifying copilot actions to respond to user utterances.

What is the role of the large language model (LLM) in executing an Agent Action?. Find similar requests and provide actions that need to be executed. Identify the best matching actions and correct order of execution. Determine a user's access and sort actions by priority to be executed.

An Agentforce is creating a custom action in Agent. Which option is available for the Agentforce Specialist to choose for the custom copilot action?. Apex trigger. SOQL. Flows.

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?. Ingest the Einstein Shield Event logs into CRM Analytics. Review the debug logs of the running user. Enable audit trail in the Einstein Trust Layer.

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?. Messaging. Route Work Action. Live Agent.

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?. Run a report on the Platform Debug Logs. Query the Agent log data using the Metadata API. Run Agent Analytics.

Universal Containers (UC) would like to implement the Sales Development Representative (SDR) Agent. Which channel consideration should UC be aware of while implementing it?. SDR Agent must be deployed in the Messaging channel. SDR Agent only works in the Email channel. SDR Agent must also be deployed on the company website.

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?. Predict customer sentiment toward a promotion message. Predict customer lifetime value of an account. Predict most popular products from new product catalog.

Universal Containers wants to leverage the Record Snapshots grounding feature in a prompt template. What preparations are required?. Configure page layout of the master record type. Create a field set for all the fields to be grounded. Enable and configure dynamic form for the object.

Which use case is best supported by Salesforce Agent's capabilities?. Bring together a conversational interface for interacting with AI for all Salesforce users, such as developers and ecommerce retailers. Enable Salesforce admin users to create and train custom large language models (LLMs) using CRM data. Enable data scientists to train predictive AI models with historical CRM data using built-in machine learning capabilities.

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?. Data masking. Dynamic grounding with secure data retrieval. Zero-data retention policy.

In a Knowledge-based data library configuration, what is the primary difference between the identifying fields and the content fields?. Identifying fields help locate the correct Knowledge article, while content fields enrich AI responses with detailed information. Identifying fields categorize articles for indexing purposes, while content fields provide a brief summary for display. Identifying fields highlight key terms for relevance scoring, while content fields store the full text of the article for retrieval.

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?. Enable the agent to search all internal records and past customer inquiries. Set up an Agentforce Data Library to store and index policy documents for AI retrieval. Manually add policy responses into the AI model to prevent hallucinations.

Universal Containers is considering leveraging the Einstein Trust Layer in conjunction with Einstein Generative AI Audit Data. Which audit data is available using the Einstein Trust Layer?. Response accuracy and offensiveness score. Hallucination score and bias score. Masked data and toxicity score.

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?. Einstein Reply Recommendations and Case Classification. Einstein Reply Recommendations and Case Summaries. Einstein Service Replies and Work Summaries.

What is automatically created when a custom search index is created in Data Cloud?. A retriever that shares the name of the custom search index. A dynamic retriever to allow runtime selection of retriever parameters without manual configuration. A predefined Apex retriever class that can be edited by a developer to meet specific needs.

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?. Model Builder. App Builder. Copilot Builder.

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?. Agentforce SDR only works with the standard Lead object. Agentforce SDR only works on Opportunities. Agentforce SDR only supports custom objects associated with Accounts.

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?. Execute tasks based on available actions, answering questions using information from accessible Knowledge articles. Invoke a flow which makes a call to external data to create a Knowledge article. Generate a Knowledge article based off the prompts that the agent enters to create steps to cancel flights.

Universal Containers (UC) implements a custom retriever to improve the accuracy of AI-generated responses. UC notices that the retriever is returning too many irrelevant results, making the responses less useful. What should UC do to ensure only relevant data is retrieved?. Define filters to narrow the search results based on specific conditions. Change the search index to a different data model object (DMO). Increase the maximum number of results returned to capture a broader dataset.

Universal Containers has grounded a prompt template with a related list. During user acceptance testing (UAT), users are not getting the correct responses. What is causing this issue?. The related list is Read Only. The related list prompt template option is not enabled. The related list is not on the parent object’s page layout.

What is the main purpose of Prompt Builder?. A tool for developers to use in Visual Studio Code that creates prompts for Apex programming, assisting developers in writing code more efficiently. A tool that enables companies to create reusable prompts for large language models (LLMs), bringing generative AI responses to their flow of work. A tool within Salesforce offering real-time Al-powered suggestions and guidance to users, Improving productivity and decision-making.

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?. REST API. Metadata API. SOAP API.

Universal Containers is using Agentforce for Sales to find similar opportunities to help close deals faster. The team wants to understand the criteria used by the Agent to match opportunities. What is one criterion that Agentforce for Sales uses to match similar opportunities?. Matched opportunities have a status of Closed Won from the last 12 months.correct. Matched opportunities are limited to the same account. Matched opportunities were created in the last 12 months.

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?. Leverage the Agent Large Language Model (LLM) UI and test UC's agents with different utterances prior to activating the agent. Deploy the agent in a QA sandbox environment and review the Utterance Analysis reports to review effectiveness. Create a CSV file with UC's test cases in Agentforce Testing Center using the testing template.

An Agentforce configured Data Masking within the Einstein Trust Layer. How should the Agentforce Specialist begin validating that the correct fields are being masked?. Use a Flow-based resource in Prompt Builder to debug the fields’ merge values using Flow Debugger. Request the Einstein Generative AI Audit Data from the Security section of the Setup menu. Enable the collection and storage of Einstein Generative AI Audit Data on the Einstein Feedback setup page.

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?. To generate relevant content when engaging with each customer. To analyze past campaign performance. To send automated emails to all customers.

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?. Standard email marketing template using Apex or flows for matching interest in products. Custom sales email template which is grounded with interest and product information. Standard email draft with Einstein and choose standard email template.

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?. Plan Canvas. Agent Settings. Event Logs.

An Agentforce needs to create a Sales Email with a custom prompt template. They need to ground on the following data. Opportunity Products Events near the customer Tone and voice examples How should the Agentforce Specialist obtain related items?. Call prompt initiated flow to fetch and ground the required data. Create a flex template that takes the records in question as inputs. Utilize a standard email template and manually insert the required data fields.

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?. Create Account Plan. Find Similar Deals. Create Close Plan.

What should An Agentforce consider when using related list merge fields in a prompt template associated with an Account object in Prompt Builder?. The Activities related list on the Account object is not supported because it is a polymorphic field. If person accounts have been enabled, merge fields will not be available for the Account object. Prompt generation will yield no response when there is no related list associated with an Account in runtime.

Universal Containers (UC) wants to use Generative AI Salesforce functionality to reduce Service Agent handling time by providing recommended replies based on the existing Knowledge articles. On which AI capability should UC train the service agents?. Service Replies. Case Replies. Knowledge Replies.

Universal Containers needs a tool that can analyze voice and video call records to provide insights on competitor mentions, coaching opportunities, and other key information. The goal is to enhance the team's performance by identifying areas for improvement and competitive intelligence. Which feature provides insights about competitor mentions and coaching opportunities?. Call Summaries. Einstein Sales Insights. Call Explorer.

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?. Improving data entry and data cleansing. Allowing AI to perform tasks without user interaction. Streamlining workflows and automating repetitive tasks.

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?. Turn on Agent. Turn on Einstein Generative A. Turn on Prompt Builder.

When a customer chat is initiated, which functionality in Salesforce provides generative AI replies or draft emails based on recommended Knowledge articles?. Einstein Reply Recommendations. Einstein Service Replies. Einstein Grounding.

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?. Storing this data requires Data Cloud to be provisioned. Storing this data requires a custom object for data to be configured. Storing this data requires Salesforce big objects.

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?. Field Generation, and that Dynamic Fields is enabled. Field Generation, and that Dynamic Forms is enabled. Flex, and that Dynamic Fields is enabled.

In Model Playground, which hyperparameters of an existing Salesforce-enabled foundational model can An Agentforce change?. Temperature, Frequency Penalty, Presence Penalty. Temperature, Top-k sampling, Presence Penalty. Temperature, Frequency Penalty, Output Tokens.

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?. The Agentforce Service Agent user is not assigned the correct Agent Type License. The Agentforce Service Agent user needs to be created under the standard Agent Knowledge profile. The Agentforce Service Agent user was not given the Allow View Knowledge permission set.

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?. Select the latest Opportunities related list as a merge field. Create a flow to retrieve the opportunity information. Select the Account Opportunity object as a resource when creating the prompt template.

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. What does a safety category score of 1 indicate in the Einstein Generative Toxicity Score?. Not safe. Safe. Moderately safe.

An Agentforce wants to use the related lists from an account in a custom prompt template. What should the Agentforce Specialist consider when configuring the prompt template?. The text encoding (for example, UTF-8, ASCII) option. The maximum number of related list merge fields. The choice between XML and JSON rendering formats for the list.

What should Universal Containers consider when deploying an Agentforce Service Agent with multiple topics and Agent Actions to production?. Deploy agent components without a test run in staging, relying on production data for reliable results. Sandbox configuration alone ensures seamless production deployment. Ensure all dependencies are included, Apex classes meet 75% test coverage, and configuration settings are aligned with production. Plan for version management and post-deployment activation. Deploy flows or Apex after agents, topics, and Agent Actions to avoid deployment failures and potential production agent issues requiring complete redeployment.

Universal Containers needs its sales reps to be able to only execute prompt templates. What should the company use to achieve this requirement?. Prompt Execute Template permission set. Prompt Template User permission set. Prompt Template Manager permission set.

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?. Save as New Template and edit as needed. Clone the existing template and modify as needed. Save as New Version and edit as needed.

Where should the Agentforce Specialist go to add/update actions assigned to a copilot?. Copilot Actions page, the record page for the copilot action, or the Copilot Action Library tab. Copilot Actions page or Global Actions. Copilot Detail page, Global Actions, or the record page for the copilot action.

What is true of Agentforce Testing Center?. Running tests risks modifying CRM data in a production environment. Running tests does not consume Einstein Requests. Agentforce Testing Center can only be used in a production environment.

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?. General Q&A topic and Knowledge Article Answers action. General CRM topic and Answers Questions with LLM Action. General FAQ topic and Answers Questions with Knowledge Action.

An Agentforce wants to ground a new prompt template with the User related list. What should the Agentforce Specialist consider?. The User related list should have View All access. The User related list needs to be included on the record page. The User related list is not supported in prompt templates.

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?. Prompt Defense. Zero-Data Retention Policy. Data Masking.

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?. Convert the JSON to an XML merge field. Use External Service Record merge fields. Use “Add Prompt Instructions” flow element.

For an Agentforce Data Library that contains uploaded files, what occurs once it is created and configured?. Indexes the uploaded files in a location specified by the user. Indexes the uploaded files into Data Cloud. Indexes the uploaded files in Salesforce File Storage.

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?. Define scope instructions to the agent specifying a list of allowed article titles or IDs. Update the Data Library Retriever to filter on a custom field on the Knowledge article. Assign Data Categories to Knowledge articles, and define Data Category filters in the Agentforce Data Library.

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?. Use Model Playground to create a model configuration with the specified parameters. Manually add the hyperparameters to the new template. Revert to using the standard template without modifications.

Universal Containers is evaluating Einstein Generative AI features to improve the productivity of the service center operation. Which features should the Agentforce Specialist recommend?. Service Replies and Case Summaries. Service Replies and Work Summaries. Reply Recommendations and Sales Summaries.

Universal Containers (UC) has configured an 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?. Create a new permission set that assigns "Manage Knowledge" and assign it to the Agentforce Service Agent User. Ensure the assigned User permission set includes access to the prompt template used to access the Knowledge articles. Ensure the Data Cloud User permission set has been assigned to the Agentforce Service Agent User.

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?. Einstein Email Replies. Einstein Service Replies for Email. Einstein Generative Service Replies for Email.

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?. Agent Builder and Action: Query Records. Einstein Prompt Builder and Prompt Templates. Einstein Recommendation Builder.

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?. Einstein Service Replies. Einstein Reply Recommendations. Einstein Knowledge Recommendations.

What is the correct process to leverage Prompt Builder in a Salesforce org?. Select the appropriate prompt template type to use, select one of Salesforce's standard prompts, determine the object to associate the prompt, select a record to validate against, and associate the prompt to an action. Select the appropriate prompt template type to use, develop the prompt within the prompt workspace, select resources to dynamically insert CRM-derived grounding data, pick the model to use, and test and validate the generated responses. Enable the target object for generative prompting, develop the prompt within the prompt workspace, select records to fine-tune and ground the response, enable the Trust Layer, and associate the prompt to an action.

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?. Agent Action: Summarize Record. Agent Action: Find Similar Opportunities. Agent Action: Draft or Revise Sales Email.

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?. Action Triggers. Instructions. Output Types.

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?. The user does not have the Prompt Template User permission set assigned. The prompt template associated with summary field is not activated for that user. The user does not have the field Generative AI User permission set assigned.

What is the role of the large language model (LLM) in understanding intent and executing an Agent Action?. Find similar requested topics and provide the actions that need to be executed. Identify the best matching topic and actions and correct order of execution. Determine a user’s topic access and sort actions by priority to be executed.

Universal Containers (UC) has a mature Salesforce org with a lot of data in cases and Knowledge articles. UC is concerned that there are many legacy fields, with data that might not be applicable for Einstein AI to draft accurate email responses. Which solution should UC use to ensure Einstein AI can draft responses from a defined data source?. Service AI Grounding. Work Summaries. Service Replies.

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?. The user does not have permission to access the fields. The user’s locale language is not supported by Prompt Builder. The user does not have Einstein Sales Emails permission assigned.

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

An Al Specialist is tasked with configuring a generative model to create personalized sales emails using customer data stored in Salesforce. The AI Specialist has already fine-tuned a large language model (LLM) on the OpenAI platform. Security and data privacy are critical concerns for the client. How should the Agentforce Specialist integrate the custom LLM into Salesforce?. Create an application of the custom LLM and embed it in Sales Cloud via iFrame. Add the fine-tuned LLM in Einstein Studio Model Builder. Enable model endpoint on OpenAl and make callouts to the model to generate emails.

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?. Set up an Agentforce Data Library for AI retrieval of policy documents. Expand the AI agent's scope to search all Salesforce records. Add the files to the content, and then select the data library option.

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

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?. Prompt Template Manager and Prompt Template User. Data Cloud Admin and Prompt Template Manager. Prompt Template User and Data Cloud Admin.

Universal Containers’ current AI data masking rules do not align with organizational privacy and security policies and requirements. What should An Agentforce recommend to resolve the issue?. Enable data masking for sandbox refreshes. Configure data masking in the Einstein Trust Layer setup. Add new data masking rules in LLM setup.

Which scenario best demonstrates when an Agentforce Data Library is most useful for improving an AI agent’s response accuracy?. When the AI agent must provide answers based on a curated set of policy documents that are stored, regularly updated, and indexed in the data library. When the AI agent needs to combine data from disparate sources based on mutually common data, such as Customer Id and Product Id for grounding. When data is being retrieved from Snowflake using zero-copy for vectorization and retrieval.

An Agentforce turned on Einstein Generative AI in Setup. Now, the Agentforce Specialist would like to create custom prompt templates in Prompt Builder. However, they cannot access Prompt Builder in the Setup menu. What is causing the problem?. The Prompt Template User permission set was not assigned correctly. The Prompt Template Manager permission set was not assigned correctly. The large language model (LLM) was not configured correctly in Data Cloud.

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?. Invoke a flow which makes a call to external data to create a Knowledge article. Execute tasks based on available actions, answering questions using information from accessible Knowledge articles.correct. Generate Knowledge article based off the prompts that the agent enters to create steps to cancel flights.

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?. Apex Trigger. SOQL. Flows.

Universal Containers (UC) wants to use the Draft with Einstein feature in Sales Cloud to create a personalized introduction email. After creating a proposed draft email, which predefined adjustment should UC choose to revise the draft with a more casual tone?. Make Less Formal. Enhance Friendliness. Optimize for Clarity.

Universal Containers (UC) wants to enable its sales team to get insights into product and competitor names mentioned during calls. How should UC meet this requirement?. Enable Einstein Conversation Insights, connect a recording provider, assign permission sets, and customize insights with up to 25 products. Enable Einstein Conversation Insights, assign permission sets, define recording managers, and customize insights with up to 50 competitor names. Enable Einstein Conversation Insights, enable sales recording, assign permission sets, and customize insights with up to 50 products.

Universal Containers (UC) is Implementing Service AI Grounding to enhance its customer service operations. UC wants to ensure that its AI- generated responses are grounded in the most relevant data sources. The team needs to configure the system to include all supported objects for grounding. Which objects should UC select to configure Service AI Grounding?. Case, Knowledge, and Case Notes. Case and Knowledge. Case, Case Emails, and Knowledge.

How does an Agent respond when it can’t understand the request or find any requested information?. With a preconfigured message, based on the action type. With a general message asking the user to rephrase the request. With a generated error message.

When creating a custom retriever in Einstein Studio, which step is considered essential?. Select the search index, specify the associated data model object (DMO) and data space, and optionally define filters to narrow search results. Define the output configuration by specifying the maximum number of results to return, and map the output fields that will ground the prompt. Configure the search index, choose vector or hybrid search, choose the fields for filtering, the data space and model, then define the ranking method.

When configuring a prompt template, an Agentforce Specialist previews the results of the prompt template they've written. They see two distinct text outputs: Resolution and Response. Which information does the Resolution text provide?. It shows the full text that is sent to the Trust Layer. It shows the response from the LLM based on the sample record. It shows which sensitive data is masked before it is sent to the LL.