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Salesforce Certified Agentforce Specialist Sample Questions (Q134-Q139):

NEW QUESTION # 134
A service agent is looking at a custom object that stores travel information. They recently received a weather alert and now need to cancel flights for the customers that are related with this itinerary. The service agent needs to review the Knowledge articles about canceling and rebooking the customer flights. Which Agent capability helps the agent accomplish this?

Answer: B

Explanation:
In this scenario, the Agent capability that best helps the agent is its ability to execute tasks based on available actions and answer questions using data from Knowledge articles. Agent can assist the service agent by providing relevant Knowledge articles on canceling and rebooking flights, ensuring that the agent has access to the correct steps and procedures directly within the workflow.
This feature leverages the agent's existing context (the travel itinerary) and provides actionable insights or next steps from the relevant Knowledge articles to help the agent quickly resolve the customer's needs.


NEW QUESTION # 135
Universal Containers (UC) plans to send one of three different emails to its customers based on the customer's lifetime value score and their market segment. Considering that UC are required to explain why an e-mail was selected, which AI model should UC use to achieve this?

Answer: C

Explanation:
Universal Containers should use a Predictive model to decide which of the three emails to send based on the customer's lifetime value score and market segment. Predictive models analyze data to forecast outcomes, and in this case, it would predict the most appropriate email to send based on customer attributes. Additionally, predictive models can provide explainability to show why a certain email was chosen, which is crucial for UC's requirement to explain the decision- making process.
Generative models are typically used for content creation, not decision-making, and thus wouldn't be suitable for this requirement.
Predictive models offer the ability to explain why a particular decision was made, which aligns with UC's needs.


NEW QUESTION # 136
A company wants an Agentforce agent to update Case records and execute Flows on behalf of support agents. Which security model ensures the agent does NOT exceed the user's data access?

Answer: A

Explanation:
Running the agent in user context ensures it respects the user's permissions, sharing rules, and field-level security.


NEW QUESTION # 137
An Agentforce Specialist created a Field Generation prompt template. What should the Agentforce Specialist do to expose the template to the user?

Answer: B

Explanation:
The Field Generation prompt template type is specifically designed to enable generative AI within the context of a Salesforce record field. To expose this functionality to an end-user, the Agentforce Specialist must associate the template with the form field on the Lightning page (B).
This is accomplished using the Lightning App Builder:
The Agentforce Specialist first creates a custom field (often a Long Text Area or Rich Text Area) on the desired object to store the AI-generated output.
In the Lightning App Builder for the object's Record Page, the Specialist selects the field component.
In the properties panel for that field component, there is a setting (often a dropdown) to select an active Field Generation Prompt Template.
Once associated, an Einstein icon (or "Generate" button) appears next to the field on the record page, allowing the user to click it to run the prompt, review the AI-generated content, and then decide to use it to populate the field.


NEW QUESTION # 138
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?

Answer: C

Explanation:
According to the AgentForce Monitoring and Evaluation Framework, the three key dimensions for measuring AI agent quality are performance, correctness, and user satisfaction. To accurately monitor these, organizations should track:
Response times (to assess system and model latency),
Accuracy and relevance of answers (to measure the grounding and reasoning quality), and Resolution success (to confirm task completion or problem-solving effectiveness).
These metrics provide a balanced evaluation of both technical efficiency and user experience.


NEW QUESTION # 139
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