Universal Containers, dealing with a high volume of chat inquiries, implements Einstein Work Summaries to boost productivity.
After an agent-customer conversation, which additional information does Einstein generate and fill, apart from the "summary"'
Correct Answer:
C
Einstein Work Summaries automatically generate concise summaries of customer interactions (e.g., chat transcripts). Beyond the "summary" field, it extracts and populates Issue (key problem discussed) andResolution (action taken to resolve the issue). These fields help agents and supervisors quickly grasp the conversation's context
without reviewing the full transcript.
✑ Sentiment Analysis and Emotion Detection (Option A): While Einstein Conversation Insights provides sentiment scores and emotion detection, these are separate from Work Summaries. Work Summaries focus on factual summaries, not sentiment.
✑ Draft Survey Request Email (Option B): Not part of Work Summaries. This would require automation tools like Flow or Email Studio.
✑ Issue and Resolution (Option C): Directly referenced in Salesforce documentation as fields populated by Einstein Work Summaries.
References:
✑ Salesforce Help Article: Einstein Work Summaries
✑ Einstein Work Summaries focus on "key details like Issue and Resolution" alongside summaries.
✑ Contrast with Einstein Conversation Insights for sentiment/emotion analysis.
After a successful implementation of Agentforce Sates Agent with sales users. Universal Containers now aims to deploy it to the service team.
Which key consideration should the Agentforce Specialist keep in mind for this deployment?
Correct Answer:
C
When deploying Einstein Agent (formerly Agentforce) from Sales to Service Cloud:
✑ Agent Topics and Actions are context-specific. Service Cloud use cases (e.g.,
case resolution, knowledge retrieval) require validation of existing topics/actions to ensure alignment with service workflows.
✑ Option A: Permissions like "Agentforce for Service" are necessary but secondary
to functional compatibility.
✑ Option B: Standard service actions must be mapped to Agentforce, but testing ensures they function as intended.
References:
✑ Salesforce Help: Einstein Agent Setup
✑ Emphasizes reviewing "topics and actions for different user groups (Sales vs.
Service)."
A data scientist needs to view and manage models in Einstein Studio, and also needs to create prompt templates in Prompt Builder. Which permission sets should an Agentforce Specialist assign to the data scientist?
Correct Answer:
B
Comprehensive and Detailed In-Depth Explanation:The data scientist requires permissions for Einstein Studio (model management) and Prompt Builder (template creation). Note: "Einstein Studio" may be a misnomer for Data Cloud??s model management or a related tool, but we??ll interpret based on context. Let??s evaluate.
✑ Option A: Prompt Template Manager and Prompt Template UserThere??s no distinct "Prompt Template Manager" or "Prompt Template User" permission set in Salesforce—Prompt Builder access is typically via "Einstein Generative AI User" or similar. This option lacks coverage for Einstein Studio/Data Cloud, making it incorrect.
✑ Option B: Data Cloud Admin and Prompt Template ManagerThe "Data Cloud Admin" permission set grants access to manage models in Data Cloud (assumed as Einstein Studio??s context), including viewing and editing AI models. "Prompt Template Manager" isn??t a real set, but Prompt Builder creation is covered by "Einstein Generative AI Admin" or similar admin-level access (assumed intent). This combination approximates the needs, making it the closest correct answer despite naming ambiguity.
✑ Option C: Prompt Template User and Data Cloud Admin"Prompt Template User" isn??t a standard set, and user-level access (e.g., Einstein Generative AI User) typically allows execution, not creation. The data scientist needs to create templates, so this lacks sufficient Prompt Builder rights, making it incorrect.
Why Option B is Correct (with Caveat):"Data Cloud Admin" covers model management in Data Cloud (likely intended as Einstein Studio), and "Prompt Template Manager" is interpreted as admin-level Prompt Builder access (e.g., Einstein Generative AI Admin). Despite naming inconsistencies, this fits the requirements per Salesforce permissions structure.
References:
✑ Salesforce Data Cloud Documentation: Permissions – Details Data Cloud Admin for models.
✑ Trailhead: Set Up Einstein Generative AI – Covers Prompt Builder admin access.
✑ Salesforce Help: Agentforce Permission Sets – Aligns with admin-level needs.
What does it mean when a prompt template version is described as immutable?
Correct Answer:
C
When a prompt template version is immutable, it means that once the version is activated, it cannot be edited or modified. This ensures consistency in production environments where changes could disrupt workflows.
✑ Option A is incorrect: Any version (not just the latest) can be activated, depending
on the use case.
✑ Option D is incorrect: Modifications require manually creating a new version; automatic versioning is not enforced.
✑ Option C is correct: Activation locks the version, enforcing immutability.
References:
✑ Salesforce Help: Prompt Template Versioning
✑ States that "activated prompt template versions are immutable and cannot be edited."
Universal Containers (UC) wants to improve the efficiency of addressing customer questions and reduce agent handling time with AI- generated responses. The agents should be able to leverage their existing
knowledge base and identify whether the responses are coming from the large language model (LLM) or from Salesforce Knowledge.
Which step should UC take to meet this requirement?
Correct Answer:
C
To meet Universal Containers' goal of improving efficiency and reducing agent handling time with AI-generated responses, the best approach is to enable Service Replies, Service AI Grounding, and Grounding with Knowledge.
✑ Service Replies generates responses automatically.
✑ Service AI Grounding ensures that the AI is using relevant case data.
✑ Grounding with Knowledge ensures that responses are backed by Salesforce Knowledge articles, allowing agents to identify whether a response is coming from the LLM or Salesforce Knowledge.
✑ Option C does not include Service Replies, which is necessary for generating AI responses.
✑ Option A lacks the Grounding with Knowledge, which is essential for identifying response sources.
For more details, refer to Salesforce Service AI documentation on grounding and service replies.
