Universal Containers is interested in using Call Explorer to quickly gain insights from meetings recorded by its sales team.
What should the Agentforce Specialist be aware of before enabling this feature?
Correct Answer:
C
Before enabling Call Explorer, the Salesforce Agentforce Specialist must ensure that the Einstein Conversation Insights permission set is assigned to users (Option C). Call Explorer is a feature within Einstein Conversation Insights (ECI) that analyzes meeting recordings to surface trends, keywords, and actionable insights.
Key Considerations:
✑ Permission Set Requirement:
✑ Why Other Options Are Incorrect:
References:
✑ Salesforce Einstein Conversation Insights Guide: Explicitly states that the Einstein Conversation Insights permission set is required to access Call Explorer.
✑ Trailhead Module: "Einstein Conversation Insights Basics" outlines permission prerequisites for enabling call analytics.
✑ Salesforce Help Documentation: Confirms that Call Explorer functionality is
governed by ECI permissions.
Universal Containers (UC) has recently received an increased number of support cases. As a result, UC has hired more customer support reps and has started to assign some of the ongoing cases to newer reps.
Which generative AI solution should the new support reps use to understand the details of a case without reading through each case comment?
Correct Answer:
C
New customer support reps at Universal Containers can use Einstein Work Summaries to quickly understand the details of a case without reading through each case comment. Work Summaries leverage generative AI to provide a concise overview of ongoing cases, summarizing all relevant information in an easily digestible format.
✑ Agent can assist with a variety of tasks but is not specifically designed for summarizing case details.
✑ Einstein Sales Summaries are focused on summarizing sales-related activities,
which is not applicable for support cases.
For more details, refer to Salesforce documentation on Einstein Work Summaries.
An Agentforce Specialist needs to create a prompt template to fill a custom field named Latest Opportunities Summary on the Account object with information from the three most recently opened opportunities. How should the Agentforce Specialist gather the necessary data for the prompt template?
Correct Answer:
B
Comprehensive and Detailed In-Depth Explanation:In Salesforce Agentforce, a prompt template designed to populate a custom field (like "Latest Opportunities Summary" on the Account object) requires dynamic data to be fed into the template for AI to generate meaningful output. Here, the task is to gather data from the three most recently opened opportunities related to an account. The most robust and flexible way to achieve this is by using a Flow (Option B). Salesforce Flows allow the Agentforce Specialist to define logic to query the Opportunity object, filter for the three most recent opportunities (e.g., using a Get Records element with a sort by CreatedDate descending and a limit of 3), and pass this data as variables into the prompt template. This approach ensures precise control over the data retrieval process and can handle complex filtering or sorting requirements.
✑ Option A: Selecting the "latest Opportunities related list as a merge field" is not a valid option in Agentforce prompt templates. Merge fields can pull basic field data (e.g., {!Account.Name}), but they don??t natively support querying or aggregating related list data like the three most recent opportunities.
✑ Option C: There is no "Account Opportunity object" in Salesforce; this seems to be a misnomer (perhaps implying the Opportunity object or a junction object). Even if interpreted as selecting the Opportunity object as a resource, prompt templates
don??t directly query related objects without additional logic (e.g., a Flow), making this incorrect.
✑ Option B: Flows integrate seamlessly with prompt templates via dynamic inputs, allowing the Specialist to retrieve and structure the exact data needed (e.g., Opportunity Name, Amount, Close Date) for the AI to summarize.
Thus, Option B is the correct method to gather the necessary data efficiently and accurately.
References:
✑ Salesforce Agentforce Documentation: "Integrate Flows with Prompt Templates" (Salesforce Help: https://help.salesforce.com/s/articleView?id=sf.agentforce_flow_prompt_integratio n.htm&type=5)
✑ Trailhead: "Build Flows for Agentforce" (https://trailhead.salesforce.com/content/learn/modules/flows-for-agentforce)
In Model Playground, which hyperparameters of an existing Salesforce-enabled foundational model can An Agentforce change?
Correct Answer:
A
In Model Playground, An Agentforce working with a Salesforce-enabled foundational model has control over specific hyperparameters that can directly affect the behavior of the generative model:
✑ Temperature: Controls the randomness of predictions. A higher temperature leads
to more diverse outputs, while a lower temperature makes the model's responses more focused and deterministic.
✑ Frequency Penalty: Reduces the likelihood of the model repeating the same
phrases or outputs frequently.
✑ Presence Penalty: Encourages the model to introduce new topics in its responses, rather than sticking with familiar, previously mentioned content.
These hyperparameters are adjustable to fine-tune the model??s responses, ensuring that it meets the desired behavior and use case requirements. Salesforce documentation confirms that these three are the key tunable hyperparameters in the Model Playground. For more details, refer to Salesforce AI Model Playground guidance from Salesforce??s official documentation on foundational model adjustments.
Universal Containers (UC) would like to implement the Sales Development Representative (SDR) Agent. Which channel consideration should UC be aware of while implementing it?
Correct Answer:
A
Comprehensive and Detailed In-Depth Explanation:Universal Containers (UC) is implementing the Agentforce Sales Development Representative (SDR) Agent, a prebuilt AI agent designed to qualify leads and schedule meetings. Channel considerations are critical for deployment. Let??s evaluate the options based on official Salesforce documentation.
✑ Option A: SDR Agent must be deployed in the Messaging channel.The Agentforce SDR Agent is designed to engage prospects in real-time conversations, primarily through the Messaging channel (e.g., Salesforce Messaging for in-app or web chat). This aligns with its purpose of qualifying leads interactively and scheduling
meetings, as outlined in Agentforce for Sales documentation. While it may leverage email for follow-ups, its core deployment and interaction occur via Messaging, making this a key consideration UC must be aware of. This is the correct answer.
✑ Option B: SDR Agent only works in the Email channel.The SDR Agent is not limited to email. While it can send emails (e.g., follow-ups after lead qualification), its primary function—real-time lead engagement—relies on Messaging. Stating it "only works in the Email channel" is inaccurate and contradicts its documented capabilities, making this incorrect.
✑ Option C: SDR Agent must also be deployed on the company website.While the SDR Agent can be embedded on a company website via Messaging (e.g., as a chat widget), this is an implementation choice, not a mandatory requirement. The agent??s deployment is channel-specific (Messaging), and website integration is optional, not a "must." This option overstates the requirement, making it incorrect.
Why Option A is Correct:The SDR Agent??s primary deployment in the Messaging channel is a documented consideration for its real-time lead qualification capabilities. UC must plan for this channel to ensure effective implementation, as per Salesforce guidelines.
References:
✑ Salesforce Agentforce Documentation: SDR Agent Setup > Channels – Specifies Messaging as the primary channel.
✑ Trailhead: Explore Agentforce Sales Agents – Notes SDR Agent??s Messaging focus for lead engagement.
✑ Salesforce Help: Agentforce for Sales > SDR Agent – Confirms Messaging deployment requirement.