Salesforce Agentforce Specialist 시험 - Salesforce실제시험문제와 답 - 182문항

Question No : 1

Universal Containers is evaluating Einstein Generative AI features to improve the productivity of the service center operation.
Which features should the Agentforce Specialist recommend?

A.Service Replies and Case Summaries
B.Service Replies and Work Summaries
C.Reply Recommendations and Sales Summaries

정답:
Explanation:
To improve the productivity of the service center, the Agentforce Specialist should recommend the Service Replies and Case Summaries features.
Service Replies helps agents by automatically generating suggested responses to customer inquiries, reducing response time and improving efficiency.
Case Summaries provide a quick overview of case details, allowing agents to get up to speed faster on customer issues.
Work Summaries are not as relevant for direct customer service operations, and Sales Summaries are focused on sales processes, not service center productivity.
For more information, see Salesforce's Einstein Service Cloud documentation on the use of generative AI to assist customer service teams.

Question No : 2

Universal Containers is very concerned about security compliance and wants to understand:
Which prompt text is sent to the large language model (LLM)
* How it is masked
* The masked response
What should the Agentforce Specialist recommend?

A.Ingest the Einstein Shield Event logs into CRM Analytics.
B.Review the debug logs of the running user.
C.Enable audit trail in the Einstein Trust Layer.

정답:
Explanation:
To address security compliance concerns and provide visibility into the prompt text sent to the LLM, how it is masked, and the masked response, the Agentforce Specialist should recommend enabling the audit trail in the Einstein Trust Layer. This feature captures and logs the prompts sent to the large language model (LLM) along with the masking of sensitive information and the AI's response. This audit trail ensures full transparency and compliance with security requirements.
Option A (Einstein Shield Event logs) is focused on system events rather than specific AI prompt data.
Option B (debug logs) would not provide the necessary insight into AI prompt masking or responses.
For further details, refer to Salesforce's Einstein Trust Layer documentation about auditing and security measures.

Question No : 3

An Agentforce turned on Einstein Generative AI in Setup. Now, the Agentforce Specialist would like to create custom prompt templates in Prompt Builder. However, they cannot access Prompt Builder
in the Setup menu.
What is causing the problem?

A.The Prompt Template User permission set was not assigned correctly.
B.The Prompt Template Manager permission set was not assigned correctly.
C.The large language model (LLM) was not configured correctly in Data Cloud.

정답:
Explanation:
In order to access and create custom prompt templates in Prompt Builder, the Agentforce Specialist must have the Prompt Template Manager permission set assigned. Without this permission, they will not be able to access Prompt Builder in the Setup menu, even though Einstein Generative AI is enabled.
Option B is correct because the Prompt Template Manager permission set is required to use Prompt Builder.
Option A (Prompt Template User permission set) is incorrect because this permission allows users to use prompts, but not create or manage them.
Option C (LLM configuration in Data Cloud) is unrelated to the ability to access Prompt Builder.
Reference: Salesforce Prompt Builder Permissions:
https://help.salesforce.com/s/articleView?id=sf.prompt_builder_permissions.htm

Question No : 4

When a customer chat is initiated, which functionality in Salesforce provides generative AI replies or draft emails based on recommended Knowledge articles?

A.Einstein Reply Recommendations
B.Einstein Service Replies
C.Einstein Grounding

정답:
Explanation:
When a customer chat is initiated, Einstein Service Replies provides generative AI replies or draft emails based on recommended Knowledge articles. This feature uses the information from the Salesforce Knowledge base to generate responses that are relevant to the customer's query, improving the efficiency and accuracy of customer support interactions.
Option B is correct because Einstein Service Replies is responsible for generating AI-driven responses based on knowledge articles.
Option A (Einstein Reply Recommendations) is focused on recommending replies but does not generate them.
Option C (Einstein Grounding) refers to grounding responses in data but is not directly related to drafting replies.
Reference: Einstein Service Replies Overview:
https://help.salesforce.com/s/articleView?id=sf.einstein_service_replies.htm

Question No : 5

Universal Containers wants to allow its service agents to query the current fulfillment status of an order with natural language. There is an existing auto launched flow to query the information from Oracle ERP, which is the system of record for the order fulfillment process.
How should An Agentforce apply the power of conversational AI to this use case?

A.Create a Flex prompt template in Prompt Builder.
B.Create a custom copilot action which calls a flow.
C.Configure the Integration Flow Standard Action in Agent.

정답:
Explanation:
To enable Universal Containers service agents to query the current fulfillment status of an order using natural language and leverage an existing auto-launched flow that queries Oracle ERP, the best solution is to create a custom copilot action that calls the flow. This action will allow Agent to interact with the flow and retrieve the required order fulfillment information seamlessly. Custom copilot actions can be tailored to call various backend systems or flows in response to user requests.
Option B is correct because it enables integration between Agent and the flow that connects to Oracle ERP.
Option A (Flex prompt template) is more suited for static responses and not for invoking flows.
Option C (Integration Flow Standard Action) is not directly related to creating a specific copilot action for this use case.
Reference: Salesforce Agent Actions: https://help.salesforce.com/s/articleView?id=einstein_copilot_actions.htm

Question No : 6

A sales rep at Universal Containers is extremely busy and sometimes will have very long sales calls on voice and video calls and might miss key details. They are just starting to adopt new generative AI
features.
Which Einstein Generative AI feature should An Agentforce recommend to help the rep get the details they might have missed during a conversation?

A.Call Summary
B.Call Explorer
C.Sales Summary

정답:
Explanation:
For a sales rep who may miss key details during long sales calls, the Agentforce Specialist should recommend the Call Summary feature. Call Summary uses Einstein Generative AI to automatically generate a concise summary of important points discussed during the call, helping the rep quickly review the key information they might have missed.
Call Explorer is designed for manually searching through call data but doesn't summarize.
Sales Summary is focused more on summarizing overall sales activity, not call-specific content.
For more details, refer to Salesforce's Call Summary documentation on how AI-generated summaries can improve sales rep productivity.

Question No : 7

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?

A.Call Summaries
B.Call Explorer
C.Call Insights

정답:
Explanation:
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.

Question No : 8

What is the primary function of the planner service in the Agent system?

A.Generating record queries based on conversation history
B.Offering real-time language translation during conversations
C.Identifying copilot actions to respond to user utterances

정답:
Explanation:
The primary function of the planner service in the Agent system is to identify copilot actions that should be taken in response to user utterances. This service is responsible for analyzing the conversation and determining the appropriate actions (such as querying records, generating a response, or taking another action) that the Agent should perform based on user input.

Question No : 9

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?

A.Access the Toxicity Detection log in Setup and export all entries where isToxicityDetected is true.
B.Create a flow that sends an email to a specified address each time the toxicity score from the response exceeds a predefined threshold.
C.Create a Trust Layer audit report within Data Cloud that uses a toxicity detector type filter to display toxic responses and their respective scores.

정답:
Explanation:
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.
Reference: Salesforce Trust Layer Documentation:
https://help.salesforce.com/s/articleView?id=sf.einstein_trust_layer_audit.htm

Question No : 10

What is best practice when refining Agent custom action instructions?

A.Provide examples of user messages that are expected to trigger the action.
B.Use consistent introductory phrases and verbs across multiple action instructions.
C.Specify the persona who will request the action.

정답:
Explanation:
When refining Agent custom action instructions, it is considered best practice to provide examples of user messages that are expected to trigger the action. This helps ensure that the custom action understands a variety of user inputs and can effectively respond to the intent behind the messages.
Option B (consistent phrases) can improve clarity but does not directly refine the triggering logic.
Option C (specifying a persona) is not as crucial as giving examples that illustrate how users will interact with the custom action.
For more details, refer to Salesforce's Agent documentation on building and refining custom actions.

Question No : 11

An Agentforce configured Data Masking within the Einstein Trust Layer.
How should the Agentforce Specialist begin validating that the correct fields are being masked?

A.Use a Flow-based resource in Prompt Builder to debug the fields’ merge values using Flow Debugger.
B.Request the Einstein Generative AI Audit Data from the Security section of the Setup menu.
C.Enable the collection and storage of Einstein Generative AI Audit Data on the Einstein Feedback setup page.

정답:
Explanation:
To begin validating that the correct fields are being masked in Einstein Trust Layer, the Agentforce Specialist should request the Einstein Generative AI Audit Data from the Security section of the Salesforce Setup menu. This audit data allows the Agentforce Specialist to see how data is being processed, including which fields are being masked, providing transparency and validation that the configuration is working as expected.
Option B is correct because it allows for the retrieval of audit data that can be used to validate data masking.
Option A (Flow Debugger) and Option C (Einstein Feedback) do not relate to validating field masking in the context of the Einstein Trust Layer.
Reference: Salesforce Einstein Trust Layer Documentation:
https://help.salesforce.com/s/articleView?id=sf.einstein_trust_layer_audit.htm

Question No : 12

Universal Containers (UC) uses Salesforce Service Cloud to support its customers and agents handling cases. UC is considering implementing Agent and extending Service Cloud to mobile users.
When would Agent implementation be most advantageous?

A.When the goal is to streamline customer support processes and improve response times
B.When the main objective is to enhance data security and compliance measures
C.When the focus is on optimizing marketing campaigns and strategies

정답:
Explanation:
Agent implementation would be most advantageous in Salesforce Service Cloud when the goal is to streamline customer support processes and improve response times. Agent can assist agents by providing real-time suggestions, automating repetitive tasks, and generating contextual responses, thus enhancing service efficiency.
Option B (data security) is not the primary focus of Agent, which is more about improving operational efficiency.
Option C (marketing campaigns) falls outside the scope of Service Cloud and Agent’s primary benefits, which are aimed at improving customer service and case management.
For further reading, refer to Salesforce documentation on Agent for Service Cloud and how it improves support processes.

Question No : 13

Universal Containers (UC) wants to create a new Sales Email prompt template in Prompt Builder using the "Save As" function. However, UC notices that the new template produces different results compared to the standard Sales Email prompt due to missing hyperparameters.
What should UC do to ensure the new prompt template produces results comparable to the standard Sales Email prompts?

A.Use Model Playground to create a model configuration with the specified parameters.
B.Manually add the hyperparameters to the new template.
C.Revert to using the standard template without modifications.

정답:
Explanation:
When Universal Containers creates a new Sales Email prompt template using the "Save As" function, missing hyperparameters can result in different outputs. To ensure the new prompt produces comparable results to the standard Sales Email prompt, the Agentforce Specialist should manually add the necessary hyperparameters to the new template.
Hyperparameters like Temperature, Frequency Penalty, and Presence Penalty directly affect how the AI generates responses. Ensuring that these are consistent with the standard template will result in similar outputs.
Option A (Model Playground) is not necessary here, as it focuses on fine-tuning models, not adjusting templates directly.
Option C (Reverting to the standard template) does not solve the issue of customizing the prompt template.
For more information, refer to Prompt Builder documentation on configuring hyperparameters in custom templates.

Question No : 14

An Agentforce needs to create a Sales Email with a custom prompt template. They need to ground on the following data.
Opportunity Products Events near the customer Tone and voice examples
How should the Agentforce Specialist obtain related items?

A.Call prompt initiated flow to fetch and ground the required data.
B.Create a flex template that takes the records in question as inputs.
C.Utilize a standard email template and manually insert the required data fields.

정답:
Explanation:
To ground a sales email on Opportunity Products, Events near the customer, and Tone and voice examples, the Agentforce Specialist should use a prompt-initiated flow. This flow can dynamically fetch the necessary data from related records in Salesforce and ground the generative AI output with contextually accurate information.
Option B (flex template) does not provide the ability to fetch dynamic data from Salesforce records automatically.
Option C (manual insertion) would not allow for the dynamic and automated grounding of data required for custom prompts.
Refer to Salesforce documentation on flows and grounding for more details on integrating data into custom prompt templates.

Question No : 15

Universal Containers (UC) has implemented Generative AI within Salesforce to enable summarization of a custom object called Guest. Users have reported mismatches in the generated information.
In refining its prompt design strategy, which key practices should UC prioritize?

A.Enable prompt test mode, allocate different prompt variations to a subset of users for evaluation, and standardize the most effective model based on performance feedback.
B.Create concise, clear, and consistent prompt templates with effective grounding, contextual role-playing, clear instructions, and iterative feedback.
C.Submit a prompt review case to Salesforce and conduct thorough testing In the playground to refine outputs until they meet user expectations.

정답:
Explanation:
For Universal Containers (UC) to refine its Generative AI prompt design strategy and improve the accuracy of the generated summaries for the custom object Guest, the best practice is to focus on crafting concise, clear, and consistent prompt templates.
This includes:
Effective grounding: Ensuring the prompt pulls data from the correct sources.
Contextual role-playing: Providing the AI with a clear understanding of its role in generating the summary.
Clear instructions: Giving unambiguous directions on what to include in the response.
Iterative feedback: Regularly testing and adjusting prompts based on user feedback.
Option B is correct because it follows industry best practices for refining prompt design.
Option A (prompt test mode) is useful but less relevant for refining prompt design itself.
Option C (prompt review case with Salesforce) would be more appropriate for technical issues or complex prompt errors, not general design refinement.
Reference: Salesforce Prompt Design Best Practices:
https://help.salesforce.com/s/articleView?id=sf.prompt_design_best_practices.htm

Salesforce Salesforce Agentforce Specialist 시험