Salesforce Certified Agentforce Specialist Sample Questions:

1. Universal Containers has multiple Salesforce orgs, each with a unique customer service agent where a verification agent must pass customer identity data to downstream agents handling account modifications. The customer ID must remain secure and persistent across agent handoffs without exposure to large language model (LLM) modification. What is the most appropriate configuration?

A) Implement a custom object to temporarily store verification status and have each agent query it via SOQL actions during execution.
B) Use the Agent API to start the downstream agent's session and pass the verified customer ID as a read-only context variable, ensuring security and preventing LLM alteration.
C) Store customer identity information in conversation variables created by the first agent and have other agents read those same conversation variables.

2. 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?

A) Moderately safe
B) Not safe
C) Safe

3. What is best practice when refining Agent custom action instructions?

A) Use consistent introductory phrases and verbs across multiple action instructions.
B) Specify the persona who will request the action.
C) Provide examples of user messages that are expected to trigger the action.

4. Universal Containers (UC) wants to improve the efficiency of addressing customer questions and reduce agent handling time with AI- generated responses. The agents should be able to leverage their existing knowledge base and identify whether the responses are coming from the large language model (LLM) or from Salesforce Knowledge. Which step should UC take to meet this requirement?

A) Turn on Service AI Grounding and Grounding with Knowledge.
B) Turn on Service Replies, Service AI Grounding, and Grounding with Knowledge.
C) Turn on Service AI Grounding, Grounding with Case, and Service Replies.

5. How does Agentforce select the correct action to resolve a user's request?

A) The reasoning engine identifies the agent action to be executed by its name and action input instructions.
B) The large language model (LLM) selects the right topic and action, if they exist. If there are no matches, the LLM attempts to answer the user's request.
C) Each topic contains a list of the matching action's user utterances so that the agent can map the user request to the right topic and action.

Solutions: