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Salesforce Certified Agentforce Specialist Sample Questions:

1. 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?

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

2. Universal Containers needs to create Data Cloud reports to understand agent behavior. Which data lake object (DLO) represents an overarching container capturing contiguous interactions with one or more Al agents?

A) AlAgentInteractionMessage
B) AlAgentInteraction
C) AlAgentSession

3. Universal Containers (UC) noticed an increase in customer contract cancellations in the last few months. UC is seeking ways to address this issue by implementing a proactive outreach program to customers before they cancel their contracts and is asking the Salesforce team to provide suggestions. Which use case functionality of Model Builder aligns with UC's request?

A) Contract Renewal Date prediction
B) Customer churn prediction
C) Product recommendation prediction

4. Universal Containers wants to allow its service agents to query the current fulfillment status of an order with natural language. There is an existing autolaunched flow to query the Information from Oracle ERP, which is the system of record for the order fulfillment process. How should an Agentforce Specialist apply the power of conversational AI to this use case?

A) Configure the Integration Flow Standard Action in Agent Builder.
B) Create a Flex prompt template in Prompt Builder.
C) Create a custom Agent action which calls a flow.

5. 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 Service Replies for Email
B) Einstein Generative Service Replies for Email
C) Einstein Email Replies

Solutions: