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Salesforce AI-201 Exam Syllabus Topics:

Salesforce Certified Agentforce Specialist Sample Questions:

1. 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?

A) Einstein Knowledge Recommendations
B) Einstein Service Replies
C) Einstein Reply Recommendations

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

3. Universal Containers needs a tool that can analyze voice and video call records to provide insights on competitor mentions, coaching opportunities, and other key information. The goal is to enhance the team's performance by identifying areas for improvement and competitive intelligence. Which feature provides insights about competitor mentions and coaching opportunities?

A) Einstein Sales Insights
B) Call Explorer
C) Call Summaries

4. An Agentforce at Universal Containers is working on a prompt template to generate personalized emails for product demonstration requests from customers. It is important for the Al-generated email to adhere strictly to the guidelines, using only associated opportunity information, and to encourage the recipient to take the desired action. How should the Agentforce Specialist include these instructions on a new line in the prompt template?

A) Surround them with triple quotes (""").
B) Use curly brackets {} to encapsulate instructions.
C) Make sure merged fields are defined.

5. 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?

A) Modify the search index to only store documents from the last year and remove older records.
B) Create a custom retriever in Einstein Studio, and apply filters for publication date and product line.
C) Use the default retriever, as it already searches the entire search index and provides broad coverage.

Solutions: