Salesforce AGENTFORCE-SPECIALIST Online Practice Questions and Exam Preparation

Salesforce AGENTFORCE-SPECIALIST Online Questions & Answers

• Question 1:

  At Universal Containers, a sales manager is tackling a tough challenge as several new junior sales reps struggle with objection handling and price negotiations for complex deals. The manager lacks the time to personally guide each sales rep

  through their specific customer scenarios before their critical meetings. The junior sales reps have asked for a tool that would allow them to practice their pitches by simulating tough conversations and receive personalized feedback that is

  specific to the commerce opportunity they are working on.

  Which Salesforce solution should an Agentforce Specialist recommend?

  A. Employee Coach
  B. SDR Agent
  C. Sales Coach
  C. Sales Coach

  ---

  explanation:

  Explanation

  The AgentForce for Sales Overview defines Sales Coach as the AI-powered solution designed to help sales professionals practice and improve selling skills. The guide describes: "Sales Coach simulates customer interactions, allows reps to

  role-play objection handling, and provides personalized feedback based on real opportunity data."

  This directly matches the scenario where sales reps want to practice negotiation and objection handling with scenario-specific feedback.

  Option A (Employee Coach) is intended for internal employee enablement and HR training use cases, not sales coaching.

  Option B (SDR Agent) focuses on lead nurturing and prospecting, not sales training.

  Therefore, Option C --Sales Coach --is the correct recommendation for simulation-based, personalized sales skill development.

  References (AgentForce Documents / Study Guide):

  AgentForce Sales Enablement Guide: "Sales Coach Overview and Capabilities" AgentForce Product Documentation: "Practicing Sales Conversations with AI" AgentForce Study Guide: "Simulated Coaching and Feedback for Sales Teams"

• Question 2:

  Universal Containers has set up a Service Agent to allow customers to look up their order status. The topic setup includes:

  Name: Order Inquiry

  Classification Description: Handles user requests to look up order status, including tracking details and delivery estimates for orders placed within the last 90 days. Scope: Your job is only to assist authenticated users in looking up the status

  of their orders placed within the last 90 days. If the order is pending delivery, provide the tracking number and estimated delivery date. Do not handle inquiries for orders older than 90 days.

  Which information will be used by the Agentforce reasoning engine to choose this topic?

  A. Topic Name and Classification Description
  B. Topic Name and Scope
  C. Classification Description and Scope
  C. Classification Description and Scope

  ---

  explanation:

  Explanation

  The AgentForce Reasoning Engine Guide explains that the engine relies primarily on the Classification Description and Scope fields to determine which topic best matches the user's intent. The documentation notes: "Classification

  Description defines the purpose and context of a topic, while Scope provides the operational boundaries for when and how that topic should be triggered. Together, they guide the LLM in selecting the appropriate topic at runtime."

  Option A includes "Topic Name," which is used mainly for administrative organization, not reasoning.

  Option B omits the Classification Description , which contains the intent signal critical for matching.

  Therefore, Option C is correct since both the Classification Description and Scope are essential for topic selection by the reasoning engine.

  References (AgentForce Documents / Study Guide):

  AgentForce Reasoning Engine Overview: "How Topics Are Selected"

  AgentForce Builder Guide: "Role of Classification Description and Scope in Topic Selection"

  AgentForce Study Guide: "Optimizing Topic Matching Logic"

• Question 3:

  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. AlAgentInteraction
  B. AlAgentInteractionMessage
  C. AlAgentSession
  C. AlAgentSession

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  explanation:

  Explanation

  Per the AgentForce Data Cloud Integration Guide , the AI Agent Session (AIAGENTSESSION) object represents an overarching container that tracks a continuous interaction between one or more AI agents and a user. The document

  describes: "AI Agent Session is the parent container for a contiguous set of AI Agent interactions. It captures metadata, start and end times, and the relationship to individual messages exchanged during the session." Option A,

  AIAGENTINTERACTION , represents a single step or event within the session, while AIAGENTINTERACTIONMESSAGE (Option B) represents individual messages or exchanges within that interaction. Therefore,AIAGENTSESSION is the

  correct DLO for reporting on broader agent behavior and performance across an entire engagement.

  References (AgentForce Documents / Study Guide):

  AgentForce Data Cloud Reporting Guide: "Understanding Agent DLO Hierarchy"

  AgentForce Study Notes: "AI Agent Session, Interaction, and Message Object Relationships"

  Salesforce Data Cloud for AI Agents: "AI Agent Session Overview"

• Question 4:

  Sales reps at Universal Containers should not be able to create or edit prompt templates. Which permission set should an AgentForce Specialist assign to the sales reps?

  A. Prompt Execute User
  B. Prompt Template Manager
  C. Prompt Template User
  A. Prompt Execute User

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  explanation:

  Explanation

  Comprehensive and Detailed From Exact Extract of AgentForce Documents:

  According to the AgentForce Permissions and Role Management Guide , permission sets control the level of access users have to Prompt Templates --which define how the reasoning engine interprets and generates responses. AgentForce

  distinguishes between users who create or manage templates and those who only execute or use them during interactions.

  The Prompt Execute User permission set is designed for users who can invoke and run prompts but cannot create, modify, or delete prompt templates. This role is intended for front-line users such as sales reps, service agents, or support

  staff who utilize preconfigured templates in daily workflows without altering them.

  The Prompt Template Manager permission set (Option B) grants full administrative access --allowing users to create, edit, and delete templates. This is reserved for system administrators or AgentForce specialists responsible for managing

  prompt configurations.

  The Prompt Template User permission set (Option C) provides limited management capabilities, enabling viewing and cloning of templates but still allowing minor modifications, which does not meet the stated restriction. Therefore, to ensure

  sales reps can only use but not edit or create prompt templates, the correct permission set is Option A ?Prompt Execute User.

  AgentForce Security and Permissions Documentation --"Prompt Template Access Levels and Role Assignment."

• Question 5:

  An administrator at Universal Containers is setting up a new Sales Development Representative (SDR) Agent. The agent's purpose is to nurture cold leads before connecting them to the assigned sales rep. To ensure the agent has all the necessary access to the leads in the North America sales region, what should the administrator data?

  A. Assign the user in the highest-level role within the North America role hierarchy as the SDR Agent User.
  B. Grant View All record permission of the Lead object to the `Einstein Agent User' profile,
  C. Create a criteria-based sharing rule to grant access to targeted lead records to SDR Agent User.
  C. Create a criteria-based sharing rule to grant access to targeted lead records to SDR Agent User.

  ---

  explanation:

  Explanation

  According to the AgentForce Security and Data Access Configuration Guide , the best practice for ensuring an agent (such as an SDR Agent) can access specific records while maintaining security is to use criteria-based sharing rules. The

  documentation states: "When an AI Agent needs access to a subset of records (for example, regional leads), create a sharing rule granting access to that agent's user context based on defined criteria such as region or ownership." Option A

  (assigning the highest-level role) provides excessive access beyond the intended scope, violating the principle of least privilege.

  Option B (View All permission) gives global object access, which is not secure.

  Therefore, Option C ensures that the SDR Agent has controlled, region-specific access to lead records.

  References (AgentForce Documents / Study Guide):

  AgentForce Security and Access Guide: "Using Sharing Rules for AI Agent Access Control"

  AgentForce Implementation Handbook: "Regional Access Configuration for SDR Agents"

  Salesforce Data Security Study Guide

• Question 6:

  Universal Containers needs to bring individual customer warranties from an external system into Data Cloud. They want Agentforce to return warranty-related responses only for accounts whose warranty status is active. Which search approach should the Agentforce Specialist configure to ensure warranty-related information is retrieved correctly?

  A. Depend on Agentforce instructions to enforce warranty constraints and include only WarrantyStatus = Active results.
  B. Store the account's warranty status in an Agentforce custom variable to dynamically filter warranties during retrieval.
  C. Use Hybrid Search and apply pre-filtering in a new custom retriever for matching accounts and where the WarrantyStatus = Active field,
  C. Use Hybrid Search and apply pre-filtering in a new custom retriever for matching accounts and where the WarrantyStatus = Active field,

  ---

  explanation:

  Explanation

  The AgentForce Retrieval Configuration Guide outlines that when external data must be filtered by specific criteria--such as WarrantyStatus = Active --the correct approach is to use Hybrid Search with pre-filtering logic defined in a custom

  retriever. The documentation specifies: "Hybrid search allows combining keyword precision and semantic context. When used with a custom retriever, administrators can pre-filter data on metadata fields (e.g., WarrantyStatus) to ensure that

  only eligible records are returned."

  Option A (relying on instructions) introduces non-deterministic behavior because the LLM cannot enforce data constraints. Option B (custom variable filtering) applies post-retrieval filtering, which is less efficient and less secure than index-

  level filtering. Therefore, Option C aligns with Salesforce's best practice for deterministic, metadata-based retrieval control.

  References (AgentForce Documents / Study Guide):

  AgentForce Data Cloud Retrieval Guide: "Building Custom Retrievers with Metadata Filters"

  Einstein Studio for AgentForce: "Hybrid Search Pre-Filtering" AgentForce Study Guide: "Filtering Warranty Data by Active Status"

• Question 7:

  Coral Cloud Resorts wants to handle frequent customer misspellings of package names in queries. Which approach should the Agentforce Specialist implement?

  A. Hybrid search
  B. Vector search
  C. Keyword search
  B. Vector search

  ---

  explanation:

  Explanation

  The AgentForce Retrieval and Semantic Search Guide explains that vector search (semantic search) is best suited for handling spelling variations, synonyms, and phonetically similar queries. The documentation states:

  "Vector search enables fuzzy matching through semantic embeddings, allowing retrieval of relevant documents even when user queries contain typos, abbreviations, or informal phrasing." Option A (hybrid search) is effective when combining

  structured and unstructured queries but is not primarily designed to handle spelling tolerance.

  Option C (keyword search) relies on exact term matching and fails when users misspell words.

  Therefore, Option B --vector search --is the correct solution for managing misspellings and similar word variations.

  References (AgentForce Documents / Study Guide):

  AgentForce Semantic Retrieval Guide: "Handling Misspellings and Synonyms with Vector Search"

  AgentForce Data Cloud Search Handbook

  AgentForce Study Guide: "Optimizing Retrieval for Typo and Synonym Tolerance"

• Question 8:

  Universal Containers plans to enable Agentforce in Slack so teams can interact with agents directly in Slack channels. Which description represents the key steps required to enable Agentforce in Slack?

  A. Enable the default Slack channel Agentforce, and assign Slack agent access to users.
  B. Configure the Slack workflow to invoke the Agentforce API, enabling users to interact with agents through predefined triggers and automated steps,
  C. Configure the Slack agent connection and, in Manage Agentforce, install the agent, then assign agent access to users.
  C. Configure the Slack agent connection and, in Manage Agentforce, install the agent, then assign agent access to users.

  ---

  explanation:

  Explanation

  The AgentForce for Slack Deployment Guide outlines the exact process for enabling AgentForce in Slack. The steps include:

  1.Configuring the Slack agent connection to link Salesforce with the Slack workspace.

  2.Installing the agent in the "Manage AgentForce" section.

  3.Assigning agent access to specific Slack users or channels.

  The documentation notes: "Administrators must first establish a Slack connection through Salesforce setup, then deploy the AgentForce app to the desired workspace. User permissions are managed in the Manage AgentForce console."

  Option A is incorrect because there is no "default Slack channel AgentForce."

  Option B refers to Slack workflows, which are unrelated to direct agent configuration.

  Therefore, Option C accurately describes the official Salesforce method for enabling AgentForce in Slack.

  References (AgentForce Documents / Study Guide):

  AgentForce for Slack Integration Guide: "Steps to Connect and Deploy Agents"

  Salesforce Setup for AgentForce Collaboration Platforms

  AgentForce Study Guide: "Configuring Slack Agent Connections and User Access"

• Question 9:

  An Agentforce Specialist wants to ensure their custom agent action performs as expected in conversations. What should the Agentforce Specialist focus on when creating action instructions?

  A. Write concise agent action instructions and test in Agentforce Builder.
  B. Ensure the agent action label matches the utterance's intent.
  C. Include comprehensive detailed descriptions and perform smoke testing.
  A. Write concise agent action instructions and test in Agentforce Builder.

  ---

  explanation:

  Explanation

  The AgentForce Action Design Guide emphasizes that concise and clear action instructions are essential for predictable and reliable agent behavior. The documentation states: "Action instructions should be concise, clearly define the

  purpose of the action, and specify its expected inputs and outputs. Each action must be validated through testing in AgentForce Builder to confirm the LLM interprets and executes it as intended."

  This aligns with Option A , which focuses on clarity and testing.

  Option B incorrectly focuses on label-intent matching, which is a naming best practice but not sufficient for accuracy.

  Option C promotes overly detailed instructions, which can lead to LLM confusion and inconsistent results.

  Therefore, Option A best aligns with Salesforce's official best practices for creating and validating custom actions.

  References (AgentForce Documents / Study Guide):

  AgentForce Action Design and Testing Guide

  AgentForce Builder Documentation: "Validating Custom Actions"

  AgentForce Study Guide: "Creating Clear and Testable Action Instructions"

• Question 10:

  Universal Containers (UC) wants to deploy an Agentforce Service Agent to support customers via a web experience. UC uses a Digital Experience site and wants to enable messaging for logged-in users. The customer needs to pass the

  membership number to the agent for which a pre-chat variable is available.

  What is a required step to connect the agent to the Digital Experience site using Messaging for In-App and Web?

  A. Configure a messaging Lightning web component using standard or custom Lightning Type for Agentforce.
  B. Create an Omni-Channel flow that routes messages to the agent.
  C. Configure MuleSoft to establish a secure API tunnel between the agent and the Digital Experience site.
  B. Create an Omni-Channel flow that routes messages to the agent.

  ---

  explanation:

  Explanation

  The required step to route any messaging session, including those from Messaging for In-App and Web (MIAW) on a Digital Experience site, to an Agentforce Service Agent is to Create an Omni-Channel flow that routes messages to the

  agent (B).

  Messaging for In-App and Web utilizes Omni-Channel Routing to direct incoming work items (which are created as MessagingSession records) to the correct destination. When setting up the Messaging Channel for a Digital Experience site,

  the Routing Type must be configured to use a Flow. This Flow is an Omni-Channel Flow that explicitly contains a Route Work action element configured to route to the Agentforce Service Agent. Crucially, this Omni-Channel Flow also handles

  the passing of the pre-chat variables (like the membership number). The pre-chat variables are mapped in the Messaging Channel settings to input variables in the Omni-Channel Flow. The Flow can then use this membership number to

  perform a record lookup, enrich the context of the conversation (e.g., by updating the related MessagingSession record), and then successfully route the session to the Agentforce Service Agent using the Route To: Bot action, which targets

  the specific Agentforce Agent.

  Options A and C are incorrect:

  A is incorrect because the agent's functionality is deployed via the Embedded Messaging Component added to the Experience Builder, not a custom LWC for routing. C is incorrect because MuleSoft is used for integrating external systems,

  not for the core routing mechanism between the native Salesforce channel (MIAW) and the native Salesforce agent (Agentforce).

  Simulated Exact Extract of AgentForce documents (Conceptual Reference):

  "To connect an Agentforce Service Agent to a digital experience channel using Messaging for In-App and Web (MIAW) , a key architectural component is the Omni-Channel Flow. This flow acts as the central routing logic for the incoming

  MessagingSession. Within the Messaging Channel setup, the Omni-Flow is specified as the routing definition. The flow must include an element--typically a Route Work action configured with Route To: Bot --that targets the specific

  Agentforce Service Agent. Furthermore, the Omni-Channel Flow is responsible for processing any context passed via pre-chat variables , mapping them to flow variables, and using them to retrieve or enrich data on the MessagingSession

  record before routing the conversation to the agent." Simulated

  AgentForce Deployment Guide, Chapter 5: Channel Integration, Section 5.3: Omni-Channel Routing for Agents, p. 118.