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Salesforce Agentforce-Specialist Exam Sample Questions

Question # 1

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?

A. The Agentforce Service Agent user is not assigned the correct Agent Type License.

B. The Agentforce Service Agent user needs to be created under the standard Agent Knowledge profile.

C. The Agentforce Service Agent user was not given the Allow View Knowledge permission set.

Answer

C. The Agentforce Service Agent user was not given the Allow View Knowledge permission set.

Explanation:

Comprehensive and Detailed In-Depth Explanation:Universal Containers (UC) has deployed an Agentforce Service Agent on its website, but it’s failing to provide answers from Salesforce Knowledge articles. Let’s troubleshoot the issue.

Option A: The Agentforce Service Agent user is not assigned the correct Agent Type License.There’s no "Agent Type License" in Salesforce—agent functionality is tied to Agentforce licenses (e.g., Service Agent license) and permissions. Licensing affects feature access broadly, but the specific issue of not retrieving Knowledge suggests a permission problem, not a license type, making this incorrect.

Option B: The Agentforce Service Agent user needs to be created under the standard Agent Knowledge profile.No "standard Agent Knowledge profile" exists. The Agentforce Service Agent runs under a system user (e.g., "Agentforce Agent User") with a custom profile or permission sets. Profile creation isn’t the issue—access permissions are, making this incorrect.

Option C: The Agentforce Service Agent user was not given the Allow View Knowledge permission set.The Agentforce Service Agent user requires read access to Knowledge articles to ground responses. The "Allow View Knowledge" permission (typically via the "Salesforce Knowledge User" license or a permission set like "Agentforce Service Permissions") enables this. If missing, the agent can’t access Knowledge, even if articles are indexed, causing the reported failure. This is a common setup oversight and the likely issue, making it the correct answer.

Why Option C is Correct: Lack of Knowledge access permissions for the Agentforce Service Agent user directly prevents retrieval of article content, aligning with the symptoms and Salesforce security requirements.

References:

Salesforce Agentforce Documentation: Service Agent Setup > Permissions– Requires Knowledge access.
Trailhead: Set Up Agentforce Service Agents– Lists "Allow View Knowledge" need.
Salesforce Help: Knowledge in Agentforce– Confirms permission necessity.

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Question # 2

Universal Containers (UC) needs to save agents time with AI-generated case summaries. UC has implemented the Work Summary feature. What does Einstein consider when generating a summary?

A. Generation is grounded with conversation context, Knowledge articles, and cases.

B. Generation is grounded with existing conversation context only.

C. Generation is grounded with conversation context and Knowledge articles.

Answer

A. Generation is grounded with conversation context, Knowledge articles, and cases.

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Question # 3

Universal Containers (UC) needs to improve the agent productivity in replying to customer chats. Which generative AI feature should help UC address this issue?

A. Case Summaries

B. Service Replies

C. Case Escalation

Answer

B. Service Replies

Explanation

Service Replies: This generative AI feature automates and assists in generating accurate, contextual, and efficient replies for customer service agents. It uses past interactions, case data, and the context of the conversation to provide draft responses, thereby enhancing productivity and reducing response times.
Case Summaries: Summarizes case information but does not assist directly in replying to customer chats.
Case Escalation: Refers to moving cases to higher-level support teams but does not address the need to improve chat response productivity.
Thus,Service Repliesis the best feature for this requirement as it directly aligns with improving agent efficiency in replying to chats.

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Question # 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, Grounding with Case, and Service Replies.

B. Turn on Service Replies, Service AI Grounding, and Grounding with Knowledge.

C. Turn on Service AI Grounding and Grounding with Knowledge.

Answer

C. Turn on Service AI Grounding and Grounding with Knowledge.

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Question # 5

Which business requirement presents a good use case for leveraging Einstein Prompt Builder?

A. Forecast future sales trends based on historical data.

B. Identify potential high-value leads for targeted marketing campaigns.

C. Send reply to a request for proposal via a personalized email.

Answer

C. Send reply to a request for proposal via a personalized email.

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