An Agentforce Service Agent, who has been successfully assisting customers with service requests in Salesforce, is now unable to help customers with issues related to a new product replacement process. The company recently implemented a custom Product Replacement object in Salesforce to track and manage these replacements. Which Agentforce Agent User change must be implemented to address this issue?
Correct Answer:
B
Why is "Permission Set Read Access" the correct answer?
If an Agentforce Service Agent is unable to assist customers with the new Product Replacement process, it is likely due to missing object permissions.
Key Considerations for Object Access in Agentforce:
✑ Custom Objects Require Permission Set Access
✑ Ensuring Full Data Access for Agents
✑ Aligning AI and Agent Workflows
Why Not the Other Options?
* A. The permission set group assigned to the Agent User needs to grant access to the Product Replacement flow.
✑ Incorrect because flow permissions only control automation access, not direct
object access.
✑ If an agent cannot view the object, the flow will not be visible or usable.
* C. The profile assigned to the Agentforce Agent User needs AI training permission to the custom Product Replacement object.
✑ Incorrect because AI training permissions relate to model learning and
improvement, not object visibility.
Agentforce Specialist References
✑ Salesforce AI Specialist Material confirms that permission sets control object-level access for Agentforce users.
Universal Containers wants to be able to detect with a high level confidence if content generated by a large language model (LLM) contains toxic language.
Which action should an Al Specialist take in the Trust Layer to confirm toxicity is being appropriately managed?
Correct Answer:
C
To ensure that content generated by a large language model (LLM) is appropriately screened for toxic language, the Agentforce Specialist should create a Trust Layer audit report within Data Cloud. By using the toxicity detector type filter, the report can display toxic responses along with their respective toxicity scores, allowing Universal Containers to monitor and manage any toxic content generated with a high level of confidence.
✑ Option C is correct because it enables visibility into toxic language detection within
the Trust Layer and allows for auditing responses for toxicity.
✑ Option A suggests checking a toxicity detection log, but Salesforce provides more comprehensive options via the audit report.
✑ Option B involves creating a flow, which is unnecessary for toxicity detection monitoring.
References:
✑ Salesforce Trust Layer Documentation: https://help.salesforce.com/s/articleView?id=sf.einstein_trust_layer_audit.htm
Universal Containers needs to provide insights on the usability of Agents to drive adoption in the organization.
What should the Agentforce Specialist recommend?
Correct Answer:
A
✑ Agent Analytics: This tool is specifically designed to provide usability insights for Salesforce agents. It tracks metrics like adoption rates, task completion times, and efficiency levels, helping organizations identify areas where agents excel or need additional support.
✑ Agentforce Analytics: This term does not correspond to a recognized Salesforce feature.
✑ Agent Studio Analytics: This is unrelated to analyzing agent usability, as it primarily supports customization or development features rather than providing analytics for adoption.
Thus, Agent Analytics is the correct recommendation as it offers actionable insights to drive agent adoption and productivity.
Reference:
"Boost Adoption with Analytics Tools | Salesforce" .
Universal Containers (UC) is Implementing Service AI Grounding to enhance its customer service operations. UC wants to ensure that its AI- generated responses are grounded in the most relevant data sources. The team needs to configure the system to include all supported objects for grounding. Which objects should UC select to configure Service AI Grounding?
Correct Answer:
B
Universal Containers (UC) is implementing Service AI Grounding to enhance its customer service operations. They aim to ensure that AI-generated responses are grounded in the most relevant data sources and need to configure the system to include all supported objects for grounding.
Supported Objects for Service AI Grounding:
✑ Case
✑ Knowledge
✑ Case Object:
✑ Knowledge Object:
✑ Exclusion of Other Objects:
Why Options A and C are Incorrect:
✑ Option A (Case, Knowledge, and Case Notes):
✑ Option C (Case, Case Emails, and Knowledge):
References:
✑ Salesforce Agentforce Specialist Documentation - Service AI Grounding Configuration: Details the objects supported for grounding AI responses in Service Cloud.
✑ Salesforce Help - Implementing Service AI Grounding: Provides guidance on setting up grounding with Case and Knowledge objects.
✑ Salesforce Trailhead - Enhance Service with AI Grounding: Offers an interactive learning path on using AI grounding in service scenarios.
The sales team at a hotel resort would like to generate a guest summary about the guests?? interests and provide recommendations based on their activity preferences captured in each guest profile. They want the summary to be available only on the contact record page. Which AI capability should the team use?
Correct Answer:
C
Comprehensive and Detailed In-Depth Explanation:The hotel resort team needs an AI-generated guest summary with recommendations, displayed exclusively on the contact record page. Let??s assess the options.
✑ Option A: Model BuilderModel Builder in Salesforce creates custom predictive AI models (e.g., for scoring or classification) using Data Cloud or Einstein Platform data. It??s not designed for generating text summaries or embedding them on record pages, making it incorrect.
✑ Option B: Agent BuilderAgent Builder in Agentforce Studio creates autonomous AI agents for tasks like lead qualification or customer service. While agents can provide summaries, they operate in conversational interfaces (e.g., chat), not as static content on a record page. This doesn??t meet the location-specific requirement, making it incorrect.
✑ Option C: Prompt BuilderEinstein Prompt Builder allows creation of prompt templates that generate text (e.g., summaries, recommendations) using Generative AI. The template can pull data from contact records (e.g., activity
preferences) and be embedded as a Lightning component on the contact record page via a Flow or Lightning App Builder. This ensures the summary is available only where specified, meeting the team??s needs perfectly and making it the correct answer.
Why Option C is Correct:Prompt Builder??s ability to generate contextual summaries and integrate them into specific record pages via Lightning components aligns with the team??s requirements, as supported by Salesforce documentation.
References:
✑ Salesforce Agentforce Documentation: Prompt Builder > Embedding Prompts – Details placement on record pages.
✑ Trailhead: Build Prompt Templates in Agentforce – Covers summaries from object data.
✑ Salesforce Help: Customize Record Pages with AI – Confirms Prompt Builder integration.
