Free Salesforce Agentforce-Specialist Practice Exam with Questions & Answers | Set: 9

Why is "Automates Ingestion, Indexing, and Default Retriever Creation" the correct answer?

An Agentforce Data Library is a key component in ensuring that an AI agent provides precise and up-to-date responses by:

✔ Automating data ingestion → Brings in data from various sources.

✔ Indexing the data → Organizes it efficiently for AI retrieval.

✔ Creating a default retriever → Enables the AI to fetch relevant data dynamically when answering customer queries.

Key Features of an Agentforce Data Library:

Automates Data Ingestion

Integrates real-time and historical data into Salesforce Data Cloud.

Ensures that relevant updates are continuously fed into the AI system.

Indexes Data for Efficient Retrieval

Enhances searchability for quick, context-aware responses.

Enables fast AI response times while maintaining accuracy.

Creates a Default Retriever

AI agents use the retriever to fetch the most relevant and current information.

The retriever grounds AI-generated responses using structured and indexed data.

Why Not the Other Options?

❌ A. Automates ingestion, taxonomical classification, and precision keyword search retrieval

Incorrect because Agentforce does not rely on keyword searches but on indexing and AI-driven retrieval.

❌ C. Automates ingestion and OCR processing of PDFs

Incorrect because OCR (Optical Character Recognition) is not the primary function of an Agentforce Data Library.

AI grounding is based on indexed and structured data, not raw OCR-extracted text.

Agentforce Specialist References

Salesforce AI Specialist Material explains that Agentforce Data Libraries automate data ingestion, indexing, and retriever setup for AI-powered responses​.

Salesforce Instructions for Certification confirm that AI responses are grounded in structured and indexed Data Libraries.

Universal Containers (UC) is using Apex classes within an Agent Action for their Agentforce Agent. Deploying Apex in Salesforce has specific requirements, especially when tied to Agentforce functionality. Let’s evaluate the options.

Option A: The Apex classes must have at least 75% code coverage from unit tests, and all dependencies must be in the deployment package.Salesforce enforces a strict requirement that all Apex classes must achieve at least 75% code coverage from unit tests for deployment to production, regardless of their use case (e.g., Agentforce, triggers, or web services). Additionally, when Apex is invoked by an Agent Action (e.g., via a Flow or direct invocation), all dependencies (e.g., referenced classes, objects) must be included in the deployment package to ensure functionality. This is a standard deployment consideration in Salesforce and applies to Agentforce, making this the correct answer.

Option B: Apex classes invoked by an Agent Action may be deployed with less than 75% test coverage as long as the agent is not activated in production.Salesforce’s 75% code coverage requirement is mandatory for production deployment, regardless of whether the agent is activated. There’s no exemption based on activation status—coverage is enforced at the deployment stage. This option is incorrect and contradicts Salesforce’s Apex deployment rules.

Option C: The Apex classes may bypass the 75% code coverage requirement as long as they are only used by the agent.No such bypass exists in Salesforce. The 75% code coverage rule applies universally to all Apex in production, including classes used by Agentforce. Agent-specific usage doesn’t waive this requirement, making this incorrect.

Why Option A is Correct:

The 75% code coverage requirement and inclusion of dependencies are fundamental Salesforce deployment rules, applicable to Apex in Agent Actions. This ensures reliability and functionality in production, as per official documentation.

The scenario involves a customer service representative needing to cancel flights due to a weather alert and review existing Knowledge articles for guidance on canceling and rebooking. Agentforce provides capabilities to streamline such tasks. The most suitable option is Option B, which allows the agent to "execute tasks based on available actions" (e.g., canceling flights via a predefined action) while "answering questions using information from accessible Knowledge articles." This capability leverages Agentforce’s ability to integrate Knowledge articles into the agent’s responses, enabling the representative to ask questions (e.g., “How do I cancel a flight?”) and receive AI-generated answers grounded in approved Knowledge content. Simultaneously, the agent can trigger actions (e.g., a Flow to update the custom object) to perform the cancellations, meeting all requirements efficiently.

Option A: Invoking a Flow to call external data and create a Knowledge article is unnecessary. The representative needs to review existing articles, not create new ones, and there’s no indication external data is required for this task.

Option B: This is correct. It combines task execution (canceling flights) with Knowledge article retrieval, aligning with the representative’s need to act and seek guidance from existing content.

Option C: Generating a new Knowledge article based on prompts is not relevant. The representative needs to use existing articles, not author new ones, especially in a time-sensitive weather alert scenario.

Option B best supports the representative’s workflow in Agentforce.

Salesforce Agentforce Documentation: "Knowledge Replies and Actions" (Salesforce Help: https://help.salesforce.com/s/articleView?id=sf.agentforce_knowledge_replies.htm &type=5)

Trailhead: "Agentforce for Service" (https://trailhead.salesforce.com/content/learn/modules/agentforce-for-service)

Sales Email Template Use Case:When creating a Sales email template (especially for outreach or follow-up), you often need to reference relevant details about the Account linked to the recipient.

Standard Merge Fields in Salesforce Email Templates:

Recipient (Contact, Lead, or Person receiving the email)

Sender (User sending the email)

Recipient Account (the Account related to that Contact, providing company-level details and other relevant data)

Why Recipient Account?

For Sales communications, referencing the Account data (e.g., Account name, industry, or other custom fields) in an email is very common.

This is especially important for B2B scenarios where the Contact is tied to an Account.

“Recipient Opportunities” could be multiple, so it’s less direct for standard email merges. The “User Organization” is more generic internal information, not typically inserted for personalization to the recipient.

References and Study Resources:

Salesforce Help & Training → Email Templates: Merge Fields

Salesforce Trailhead → “Create and Customize Email Templates in Sales Cloud”

Salesforce Agentforce Specialist Study Resources (covers recommended best practices for leveraging standard objects like Account in AI-powered or prompt-based communications)

Comprehensive and Detailed Explanation From Exact Extract of AgentForce Documents:

The AgentForce Testing Center is the recommended tool for validating and refining agent behavior before activation. According to the AgentForce Quality Assurance and Testing Framework, the Testing Center enables specialists to simulate and analyze how the reasoning engine classifies user utterances, selects topics, and triggers actions across multiple test cases.

This testing environment provides detailed diagnostics, showing classification confidence, prompt resolution paths, and grounding behavior. It allows for adjustments before production deployment to ensure accuracy and relevance in real-world scenarios.

Option B, AgentForce Builder, is used for creating and configuring agents, topics, and actions but not for performing comparative or scenario-based testing. Option C, Prompt Builder, is specifically for designing and testing individual prompt templates, not full agent action selection across utterances.

Thus, the correct answer is Option A – Testing Center, as it provides the purpose-built environment for multi-utterance validation and end-to-end agent testing.

Customer churn prediction is the best use case for Model Builder in addressing Universal Containers' concerns about increasing customer contract cancellations. By implementing a model that predicts customer churn, UC can proactively identify customers who are at risk of canceling and take action to retain them before they decide to terminate their contracts. This functionality allows the business to forecast churn probability based on historical data and initiate timely outreach programs.

Option B is correct because customer churn prediction aligns with UC's need to reduce cancellations through proactive measures.

Option A (product recommendation prediction) is unrelated to contract cancellations.

Option C (contract renewal date prediction) addresses timing but does not focus on predicting potential cancellations.

Salesforce Model Builder Use Case Overview: https://help.salesforce.com/s/articleView?id=sf.model_builder_use_cases.htm

The AgentForce Testing Center Guide specifies that all testing activity—including prompt tests, structured batch runs, and evaluation sessions—consumes AI credits, which can be monitored directly through the Testing Center interface. The documentation states: “Testing Center provides visibility into testing performance, outcomes, and credit usage. Administrators can view test credit consumption metrics to understand resource utilization across agents and environments.”

Agentforce Analytics (Option A) provides insights into performance, engagement, and operational metrics but does not directly track credit consumption tied to testing. Digital Wallet (Option B) manages AI credit balances across orgs but does not offer test-specific tracking. Therefore, Testing Center is the correct answer since it explicitly supports monitoring credit usage during agent testing activities.

References (AgentForce Documents / Study Guide):

AgentForce Testing Center Guide: “Monitoring Credit Consumption During Testing”

AgentForce Admin Handbook: “Tracking Usage and Test Costs”

AgentForce Study Guide: “Testing Resource Visibility and Credit Management”

UC has created a custom flow for processing returns and linked it to a new Agent Action for the Agentforce Service Agent, an AI-driven agent for customer service tasks. The agent must have the ability to execute this flow. Let’s assess the options.

Option A: Recreate the flow using the Agentforce agent user.Flows are authored by admins or developers, not "recreated" by specific users like the Agentforce agent user (a system user for agent operations). The issue isn’t the flow’s creation context but its execution permissions. This option is impractical and incorrect.

Option B: Assign the Manage Users permission to the Agentforce Agent user.The "Manage Users" permission allows user management (e.g., creating or editing users), which is unrelated to running flows. This permission is excessive and irrelevant for the Service Agent’s needs, making it incorrect.

Option C: Assign the Run Flows permission to the Agentforce Agent user.The Agentforce Service Agent operates under a dedicated system user (e.g., "Agentforce Agent User") with a specific profile or permission set. To execute a flow as part of an Agent Action, this user must have the "Run Flows" permission, either via its profile or a permission set (e.g., Agentforce Service Permissions). This ensures the agent can invoke the custom flow for processing returns, aligning with Salesforce’s security model and Agentforce setup requirements. This is the correct answer.

Why Option C is Correct:

Granting the "Run Flows" permission to the Agentforce Agent user is the standard, documented step to enable flow execution in Agent Actions, ensuring the Service Agent can process returns as intended.

When configuring a custom prompt template to use related lists, the Agentforce Specialist must be aware of the maximum number of related list merge fields that can be included. Salesforce enforces limits to ensure prompt templates perform efficiently and do not overload the system with too much data. As a best practice, it's important to monitor and optimize the number of merge fields used.

Option B is correct because there is a limit on how many related list merge fields can be included in a prompt template.

Option A (text encoding) and Option C (XML/JSON rendering) are not key considerations in this context.

Salesforce Prompt Builder Documentation: https://help.salesforce.com/s/articleView?id=sf.prompt_builder.htm