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1. The marketing team at Universal Containers is looking for a way personalize emails based on customer behavior, preferences, and purchase history.

Why should the team use Agent as the solution?

2. Universal Containers (UC) wants to use Generative AI Salesforce functionality to reduce Service Agent handling time by providing recommended replies based on the existing Knowledge articles.

On which AI capability should UC train the service agents?

3. 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?

4. Universal Containers (UC) has a mature Salesforce org with a lot of data in cases and Knowledge articles. UC is concerned that there are many legacy fields, with data that might not be applicable for Einstein AI to draft accurate email responses.

Which solution should UC use to ensure Einstein AI can draft responses from a defined data source?

5. A support team handles a high volume of chat interactions and needs a solution to provide quick, relevant responses to customer inquiries.

Responses must be grounded in the organization's knowledge base to maintain consistency and accuracy.

Which feature in Einstein for Service should the support team use?

6. Universal Containers (UC) wants to assess Salesforce's generative features but has concerns over its company data being exposed to third- party large language models (LLMs). Specifically, UC wants the following capabilities to be part of Einstein's generative AI service.

No data is used for LLM training or product improvements by third- party LLMs.

No data is retained outside of UC's Salesforce org.

The data sent cannot be accessed by the LLM provider.

Which property of the Einstein Trust Layer should the Agentforce Specialist highlight to UC that addresses these requirements?

7. Universal Containers’ service team wants to customize the standard case summary response from Agentforce.

What should the Agentforce Specialist do to achieve this?

8. Universal Containers (UC) wants to enable its sales reps to explore opportunities that are similar to previously won opportunities by entering the utterance, "Show me other opportunities like this one."

How should UC achieve this with Agents?

9. For an Agentforce Data Library that contains uploaded files, what occurs once it is created and configured?

10. Universal Containers (UC) recently rolled out Einstein Generative AI capabilities and has created a custom prompt to summarize case records. Users have reported that the case summaries generated are not returning the appropriate information.

What is a possible explanation for the poor prompt performance?

11. 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?

12. Universal Containers is considering leveraging the Einstein Trust Layer in conjunction with Einstein Generative AI Audit Data.

Which audit data is available using the Einstein Trust Layer?

13. Northern Trail Outfitters (NTO) wants to configure Einstein Trust Layer in its production org but is unable to see the option on the Setup page.

After provisioning Data Cloud, which step must an Al Specialist take to make this option available to NTO?

14. An Agentforce needs to create a Sales Email with a custom prompt template. They need to ground on the following data.

Opportunity Products Events near the customer Tone and voice examples How should the Agentforce Specialist obtain related items?

15. Which element in the Omni-Channel Flow should be used to connect the flow with the agent?

16. Universal Containers (UC) is experimenting with using public Generative AI models and is familiar with the language required to get the information it needs. However, it can be time-consuming for both UC’s sales and service reps to type in the prompt to get the information they need, and ensure prompt consistency.

Which Salesforce feature should the company use to address these concerns?

17. 1.What is the importance of Action Instructions when creating a custom Agent action?

18. An Agentforce Specialist wants to troubleshoot their Agent’s performance.

Where should the Agentforce Specialist go to access all user interactions with the Agent, including Agent errors, incorrectly triggered actions, and incomplete plans?

19. How does an Agent respond when it can’t understand the request or find any requested information?

20. Universal Containers (UC) would like to implement the Sales Development Representative (SDR) Agent.

Which channel consideration should UC be aware of while implementing it?

21. Universal Containers is planning a marketing email about products that most closely match a customer's expressed interests.

What should An Agentforce recommend to generate this email?

22. Universal Containers (UC) is implementing Einstein Generative AI to improve customer insights and interactions. UC needs audit and feedback

data to be accessible for reporting purposes.

What is a consideration for this requirement?

23. Universal Containers built a Field Generation prompt template that worked for many records, but users are reporting random failures with token limit errors.

What is the cause of the random nature of this error?

24. Universal Containers is using Agentforce for Sales to find similar opportunities to help close deals faster. The team wants to understand the criteria used by the Agent to match opportunities.

What is one criterion that Agentforce for Sales uses to match similar opportunities?

25. Universal Containers recently launched a pilot program to integrate conversational AI into its CRM business operations with Agentforce Agents.

How should the Agentforce Specialist monitor Agents’ usability and the assignment of actions?

26. An Agentforce has created a copilot custom action using flow as the reference action type. However, it is not delivering the expected results to the conversation preview, and therefore needs troubleshooting.

What should the Agentforce Specialist do to identify the root cause of the problem?

27. What is the correct process to leverage Prompt Builder in a Salesforce org?

28. What is true of Agentforce Testing Center?

29. Universal Containers implemented Agent for its users.

One user complains that Agent is not deleting activities from the past 7 days.

What is the reason for this issue?

30. 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?

31. Universal Containers has implemented an agent that answers questions based on Knowledge articles.

Which topic and Agent Action will be shown in the Agent Builder?

32. Universal Containers tests out a new Einstein Generative AI feature for its sales team to create

personalized and contextualized emails for its customers. Sometimes, users find that the draft email contains placeholders for attributes that could have been derived from the recipient’s contact record.

What is the most likely explanation for why the draft email shows these placeholders?

33. An Al Specialist is tasked with configuring a generative model to create personalized sales emails using customer data stored in Salesforce. The AI

Specialist has already fine-tuned a large language model (LLM) on the OpenAI platform. Security and data privacy are critical concerns for the client.

How should the Agentforce Specialist integrate the custom LLM into Salesforce?

34. Where should the Agentforce Specialist go to add/update actions assigned to a copilot?

35. Which use case is best supported by Salesforce Agent's capabilities?

36. Universal Containers wants to utilize Agentforce for Sales to help sales reps reach their sales quotas by providing AI-generated plans containing guidance and steps for closing deals.

Which feature meets this requirement?

37. What should Universal Containers consider when deploying an Agentforce Service Agent with multiple topics and Agent Actions to production?

38. Universal Containers (UC) has configured an Agentforce Data Library using Knowledge articles. When testing in Agent Builder and the Experience Cloud site, the agent is not responding with grounded Knowledge article information. However, when tested in Prompt Builder, the response returns correctly.

What should UC do to troubleshoot the issue?

39. Universal Containers’ Agent Action includes several Apex classes for the new Agentforce Agent.

What is an important consideration when deploying Apex that is invoked by an Agent Action?

40. Universal Containers wants to implement a solution in Salesforce with a custom UX that allows users to enter a sales order number. Subsequently, the system will invoke a custom prompt template to create and display a summary of the sales order header and sales order details.

Which solution

should an Agentforce Specialist implement to meet this requirement?