SF AF Spe -- SET 4 -- 02/2026

Universal Containers has created an Employee Agent. Which step should an Agentforce Specialist take to connect the agent with a Slack channel?. Create a connection between Salesforce and the Slack workspace. Create an embedded service deployment and connection between Salesforce and the Slack workspace. Create an Omni-Channel flow and connection between Salesforce and the Slack workspace.

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. Manually add policy responses into the AI model to prevent hallucinations. Set up an Agentforce Data Library to store and index policy documents for AI retrieval.

Cloud Kicks wants to integrate its agent with its custom website. The goal is for customers to interact with the custom agent chat interface. Which approach provides the framework for the custom web application to communicate with the agent?. Agent API. Model Context Protocol (MCP). Agent to Agent (A2A).

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?. Paste external PDF links into topic instructions and rely on the model to follow them, avoiding configuration of a retrieval source, index, or retriever action. Upload the PDFs as File source in the Agentforce Data Library which will build a Search Index, and create a retriever to ground responses from those documents. Configure Data Cloud to ingest file attachments and create custom index and retriever for product record and attachment dat.

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?. Agent performance, token usage, and conversation duration. Response performance, tone, and CSATS. Response times, accuracy and relevance of answers, and resolution success.

Cloud Kicks (CK) recently finished the development of a new prompt template that uses its own large language model (LLM). CK is deploying a prompt template from a sandbox to a production org, and is receiving an error When trying to deploy the change set, CK is getting an error related to the LLM used in the prompt template. What is the cause of the error?. The prompt does not specify that it is a custom LLM. The name of the LLM does not match in sandbox and production. BYOLLM is not yet supported for in prompt templates in production.

Universal Containers (UC) wants to ensure its compliance team can retrieve exact matches of policy clause numbers from a structured legal document library. Which search type should UC implement?. Use hybrid search to blend keyword and semantic recall. Use keyword search for exact term matching on structured fields like clause numbers. Use semantic search to interpret synonyms of clauses dynamically.

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?. Increase article chunk size and token limits for Knowledge indexing so larger contexts capture attachment references. Enable 'Include Related Attachments' for Knowledge kav and map the ContentDocumentLink unstructured data model object (UDMO). Use Data Cloud's 'Include Attachments' option and select the ContentDocumentVersion unstructured data model object (UDMO).

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 follows Salesforce prompt design best practices? . Role: You are an experienced support agent. Task: Summarize the case notes. Context: Include customer issue, troubleshooting steps, and next actions. Constraints: Limit to 5 sentences, use plain language, and if no next action is found, state "No next action required." Format: Use numbered sentences for clarity. Role: You are a support agent writing a case summary. Task: Provide a professional summary of the issue and troubleshooting steps. Context: Include customer issue, steps taken, and next actions if available. Constraints: No strict sentence limit, but use plain language. If no next action is found, leave it out. Format:Use paragraphs for readability. Role: You are a case documentation assistant. Task: Write a summary of the support call. Context: Always describe the customer issue, troubleshooting, and resolutiondetails. Constraints: The summary should be comprehensive and professional, but there is no limit on length or language style. Format: Use complete sentences in a narrative style.

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?. Enable the default Slack channel Agentforce, and assign Slack agent access to users. Configure the Slack workflow to invoke the Agentforce API, enabling users to interact with agents through predefined triggers and automated steps. Configure the Slack agent connection and, in Manage Agentforce, install the agent, then assign agent access to users.

Coral Cloud Resorts (CCR) uses Agentforce to assist customers with booking and service issues. CCR wants to implement a triage process so 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?. Write the triage and routing logic in Topic Instructions using an IF, THEN, ELSE pattern: "Escalate to human service rep if the request is considered severe, otherwise create support case". Use absolute keywords like "Always" and "Never" in Topic Instructions to enforce logic, such as "Always escalate when severity is high" and "Never create a support case when severity is high". Create a custom variable severityLevel populated by a Triage action. Add filters so the "Escalate to human service rep" action only runs when severityLevel = 'High', and the "Create Support Case" action runs only when severityLevel != 'High'.