Universal Containers (UC) wants to enable its sales team with automatic post-call visibility into mention of competitors, products, and other custom phrases.
Which feature should the Agentforce Specialist set up to enable UC's sales team?

Correct Answer:C
To enable Universal Containers' sales team with automatic post-call visibility into mentions of competitors, products, and custom phrases, the Agentforce Specialist should set up Call Insights. Call Insights analyzes voice and video calls for key phrases, topics, and mentions, providing insights into critical aspects of the conversation. This feature automatically surfaces key details such as competitor mentions, product discussions, and custom phrases specified by the sales team.
✑ Call Summaries provide a general overview of the call but do not specifically
highlight keywords or topics.
✑ Call Explorer is a tool for navigating through call data but does not focus on automatic insights.
For more information, refer to Salesforce's Call Insights documentation regarding the analysis of call content and extracting actionable information.

A data science team has trained an XGBoost classification model for product recommendations on Databricks. The Agentforce Specialist is tasked with bringing inferences for product recommendations from this model into Data Cloud as a stand-alone data model object (DMO).
How should the Agentforce Specialist set this up?

Correct Answer:A
To integrate inferences from an XGBoost model into Salesforce's Data Cloud as a stand- alone Data Model Object (DMO):
✑ Create the Serving Endpoint in Databricks:
✑ Configure the Model Using Model Builder:
✑ Option B: Serving endpoints are not created in Einstein Studio; they are set up in external platforms like Databricks before integration.
✑ Option C: A Python SDK connector is not used to bring model inferences into Salesforce Data Cloud; Model Builder is the correct tool.
Reference:
"Einstein Studio and Model Integration with External Endpoints | Salesforce Trailhead" .

An Agentforce Specialist is creating a custom action in Agentforce. Which option is available for the Agentforce Specialist to choose for the custom Agent action?

Correct Answer:C
Comprehensive and Detailed In-Depth Explanation:The Agentforce Specialist is defining a custom action for an Agentforce agent in Agent Builder. Actions determine what the agent does (e.g., retrieve data, update records). Let??s evaluate the options.
✑ Option A: Apex TriggerApex Triggers are event-driven scripts, not selectable actions in Agent Builder. While Apex can be invoked via other means (e.g., Flows), it??s not a direct option for custom agent actions, making this incorrect.
✑ Option B: SOQLSOQL (Salesforce Object Query Language) is a query language,
not an executable action type in Agent Builder. While actions can use queries internally, SOQL isn??t a standalone option, making this incorrect.
✑ Option C: FlowsIn Agentforce Studio??s Agent Builder, custom actions can be created using Salesforce Flows. Flows allow complex logic (e.g., data retrieval, updates, or integrations) and are explicitly supported as a custom action type. The specialist can select an existing Flow or create one, making this the correct answer.
✑ Option D: JavaScriptJavaScript isn??t an option for defining agent actions in Agent Builder. It??s used in Lightning Web Components, not agent configuration, making this incorrect.
Why Option C is Correct:Flows are a native, flexible option for custom actions in Agentforce, enabling tailored functionality for agents, as per official documentation.
References:
✑ Salesforce Agentforce Documentation: Agent Builder > Custom Actions – Lists Flows as a supported action type.
✑ Trailhead: Build Agents with Agentforce – Details Flow-based actions.
✑ Salesforce Help: Configure Agent Actions – Confirms Flows integration.

A service agent is looking at a custom object that stores travel information. They recently received a weather alert and now need to cancel flights for the customers that are related with this itinerary. The service agent needs to review the Knowledge articles about canceling and
rebooking the customer flights.
Which Agent capability helps the agent accomplish this?

Correct Answer:C
In this scenario, the Agent capability that best helps the agent is its ability to execute tasks based on available actions and answer questions using data from Knowledge articles. Agent can assist the service agent by providing relevant Knowledge articles on canceling and rebooking flights, ensuring that the agent has access to the correct steps and procedures directly within the workflow.
This feature leverages the agent??s existing context (the travel itinerary) and provides actionable insights or next steps from the relevant Knowledge articles to help the agent
quickly resolve the customer??s needs. The other options are incorrect:
✑ B refers to invoking a flow to create a Knowledge article, which is unrelated to the
task of retrieving existing Knowledge articles.
✑ C focuses on generating Knowledge articles, which is not the immediate need for this situation where the agent requires guidance on existing procedures.
References:
✑ Salesforce Documentation on Agent
✑ Trailhead Module on Einstein for Service

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?

Correct Answer:A
Comprehensive and Detailed In-Depth Explanation:UC is using an Einstein Generative AI feature (likely Einstein Sales Emails) to draft personalized emails, but placeholders (e.g., {!Contact.FirstName}) appear instead of actual data from the contact record. Let??s analyze the options.
✑ Option A: The user does not have permission to access the fields.Einstein Sales Emails, built on Prompt Builder, pulls data from contact records to populate email drafts. If the user lacks field-level security (FLS) or object-level permissions to access relevant fields (e.g., FirstName, Email), the system cannot retrieve the data, leaving placeholders unresolved. This is a common issue in Salesforce when permissions restrict data access, making it the most likely explanation and the correct answer.
✑ Option B: The user??s locale language is not supported by Prompt Builder.Prompt Builder and Einstein Sales Emails support multiple languages, and locale mismatches typically affect formatting or translation, not data retrieval. Placeholders appearing instead of data isn??t a documented symptom of language support issues, making this unlikely and incorrect.
✑ Option C: The user does not have Einstein Sales Emails permission assigned.The Einstein Sales Emails permission (part of the Einstein Generative AI license) enables the feature itself. If missing, users couldn??t generate drafts at all—not just see placeholders. Since drafts are being created, this permission is likely assigned, making this incorrect.
Why Option A is Correct:Permission restrictions are a frequent cause of unresolved placeholders in Salesforce AI features, as the system respects FLS and sharing rules. This is well-documented in troubleshooting guides for Einstein Generative AI.
References:
✑ Salesforce Help: Einstein Sales Emails > Troubleshooting – Lists permissions as a cause of data issues.
✑ Trailhead: Set Up Einstein Generative AI – Emphasizes field access for personalization.
✑ Agentforce Documentation: Prompt Builder > Data Access – Notes dependency on user permissions.

What is the main benefit of using a Knowledge article in an Agentforce Data Library?

Correct Answer:B
Why is "A structured, searchable repository of approved documents" the correct answer?
Using a Knowledge Article in an Agentforce Data Library ensures that agents can quickly access reliable and pre-approved information during customer interactions.
Key Benefits of Knowledge Articles in an Agentforce Data Library:
✑ Ensures Information Accuracy and Consistency
✑ Improves Searchability and AI-Grounded Responses
✑ Enhances Customer Support and Agent Productivity
Why Not the Other Options?
* A. Only the retriever for Knowledge articles allows for agents to access Knowledge from both inside the platform and on a customer's website.
✑ Incorrect because other retrievers (e.g., standard Salesforce Data Cloud
retrievers) can also provide knowledge access.
✑ Knowledge articles can be accessed via multiple retrieval mechanisms, not just one specific retriever.
* C. The retriever for Knowledge articles has better accuracy and performance than the default retriever.
✑ Incorrect because retriever accuracy depends on indexing and search
configuration, not the article type.
✑ The default retriever works just as efficiently when properly configured.
Agentforce Specialist References
✑ Salesforce AI Specialist Material confirms that Knowledge articles provide structured, searchable, and approved information for AI-grounded responses.