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Salesforce Certified Agentforce Specialist Sample Questions:

1. Universal Containers would like to route a service agent conversation to a human agent queue.
Which tool connects the service agent to the human agent queue for escalation?

A) Screen Flow
B) Outbound Omni-Channel Flow
C) Prompt Flow

2. 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?

A) Create custom fields to store issue, Resolution, and Summary; create a Quick Action that updates these fields: add the Wrap Up component to the Messaging Session record paae layout: and create Permission Set Assignments for the intended Agents.
B) Create custom fields to store issue, Resolution, and Summary; create a Quick Action that updates these fields: and ado the Wrap up component to the Messaging session record page lavcut.
C) From the Epstein setup menu, select Turn on Einstein: create custom fields to store Issue, Resolution, and Summary: create a Quick Action that updates these fields: and add the wrap up componert to the Messaging session record page layout.

3. Universal Containers needs to restrict access to refund processing actions so only customers with Active account status can initiate refunds. How should an Agentforce Specialist apply the restriction deterministically?

A) Create a context variable for the account status field and apply a conditional filter AccountStatus equals "Active" to refund actions.
B) Create a Flex Prompt Template that has instructions to check for account status.
C) Include step-by-step instructions at the topic level and action level explaining the rules and examples.

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

A) 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.
B) 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.
C) 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.

5. An AgentForce Specialist wants to troubleshoot an agent that is hallucinating weblinks. The agent has an action that uses a prompt template, which is using a knowledge retriever, to generate the output text that the agent will use. Which process is appropriate to find the root cause of the hallucination behavior?

A) Examine the topic name and classification description for hallucination guardrails.
B) Examine the prompt instructions and contents of the chunks shown in the resolved prompt output.
C) Examine the topic instructions and ensure the word "ALWAYS" is used in the hallucination guardrails.

Solutions: