Prompt Builderis designed to help organizations create and configure reusable prompts for large language models (LLMs). By integratinggenerative AIresponses into workflows,Prompt Builderenables customization of AI prompts that interact with Salesforce data and automate complex processes. This tool is especially useful for creating tailored and consistent AI-generated content in various business contexts, including customer service and sales. * It is not a tool forApex programming(as in option A). * It is also not limited to real-time suggestions as mentioned in option C. Instead, it provides a flexible way for companies to manage and customize how AI-driven responses are generated and used in their workflows. References: * Salesforce Prompt Builder Overview:https://help.salesforce.com/s/articleView?id=sf.prompt_builder. htm
Question 87
Universal Containers wants to reduce overall customer support handling time by minimizing the time spent typing routine answers for common questions in-chat, and reducing the post-chat analysis by suggesting values for case fields. Which combination of Agentforce for Service features enables this effort?
Correct Answer: B
Comprehensive and Detailed In-Depth Explanation:Universal Containers (UC) aims to streamline customer support by addressing two goals: reducing in-chat typing time for routine answers and minimizing post-chat analysis by auto-suggesting case field values. In Salesforce Agentforce for Service,Einstein Reply RecommendationsandCase Classification(Option A) are the ideal combination to achieve this. * Einstein Reply Recommendations: This feature uses AI to suggest pre-formulated responses based on chat context, historical data, and Knowledge articles. By providing agents with ready-to-use replies for common questions, it significantly reduces the time spent typing routine answers, directly addressing UC's first goal. * Case Classification: This capability leverages AI to analyze case details (e.g., chat transcripts) and suggest values for case fields (e.g., Subject, Priority, Resolution) during or after the interaction. By automating field population, it reduces post-chat analysis time, fulfilling UC's second goal. * Option B: While "Einstein Reply Recommendations" is correct for the first part, "Case Summaries" generates a summary of the case rather than suggesting specific field values. Summaries are useful for documentation but don't directly reduce post-chat field entry time. * Option C: "Einstein Service Replies" is not a distinct, documented feature in Agentforce (possibly a distractor for Reply Recommendations), and "Work Summaries" applies more to summarizing work orders or broader tasks, not case field suggestions in a chat context. * Option A: This combination precisely targets both in-chat efficiency (Reply Recommendations) and post-chat automation (Case Classification). Thus, Option A is the correct answer for UC's needs. References: * Salesforce Agentforce Documentation: "Einstein Reply Recommendations" (Salesforce Help: https://help.salesforce.com/s/articleView?id=sf.einstein_reply_recommendations.htm&type=5) * Salesforce Agentforce Documentation: "Case Classification" (Salesforce Help:https://help.salesforce. com/s/articleView?id=sf.case_classification.htm&type=5) * Trailhead: "Agentforce for Service" (https://trailhead.salesforce.com/content/learn/modules/agentforce- for-service)
Question 88
Universal Containers implemented Einstein Copilot for its users. One user complains that Einstein Copilot is not deleting activities from the past 7 days. What is the reason for this issue?
Correct Answer: C
Einstein Copilot currently supports various actions like creating and updating records but does not support the Delete Recordaction. Therefore, the user's request to delete activities from the past 7 days cannot be fulfilled using Einstein Copilot. * Unsupported Action:The inability to delete records is due to the current limitations of Einstein Copilot's supported actions. It is designed to assist with tasks like data retrieval, creation, and updates, but for security and data integrity reasons, it does not facilitate the deletion of records. * User Permissions:Even if the user has the necessary permissions to delete records within Salesforce, Einstein Copilot itself does not have the capability to execute delete operations. References: * SalesforceAgentforce SpecialistDocumentation -Einstein Copilot Supported Actions: * Lists the actions that Einstein Copilot can perform, noting the absence of delete operations. * Salesforce Help -Limitations of Einstein Copilot: * Highlights current limitations, including unsupported actions like deleting records.
Question 89
Universal Containers wants to implement a solution in Salesforce with a custom UX that allows users to enter a sales order number. Subsequently, the system will invoke a custom prompt template to create and display a summary of the sales order header and sales order details. Which solution should an Agentforce Specialist implement to meet this requirement?
Correct Answer: C
Comprehensive and Detailed In-Depth Explanation:Universal Containers (UC) requires a solution with a custom UXfor users to input a sales order number, followed by invoking a custom prompt template to generate and display a summary. Let's evaluate each option based on this requirement and Salesforce Agentforce capabilities. * Option A: Create an autolaunched flow and invoke the prompt template using the standard "Prompt Template" flow action.An autolaunched flow is a background process that runs without user interaction, triggered by events like record updates or platform events. While it can invoke a prompt template using the "Prompt Template" flow action (available in Flow Builder to integrate Agentforce prompts), it lacks a user interface. Since UC explicitly needs acustom UXfor users to enter a sales order number, an autolaunched flow cannot meet this requirement, as it doesn't provide a way for users to input data directly. * Option B: Create a template-triggered prompt flow and invoke the prompt template using the standard "Prompt Template" flow action.There's no such thing as a "template-triggered prompt flow" in Salesforce terminology. This appears to be a misnomer or typo in the original question. Prompt templates in Agentforce are reusable configurations that define how an AI processes input data, but they are not a type of flow. Flows (like autolaunched or screen flows) can invoke prompt templates, but "template-triggered" is not a recognized flow type in Salesforce documentation. This option is invalid due to its inaccurate framing. * Option C: Create a screen flow to collect the sales order number and invoke the prompt template using the standard "Prompt Template" flow action.A screen flow provides a customizable user interface within Salesforce, allowing users to input data (e.g., a sales order number) via input fields. The "Prompt Template" flow action, available in Flow Builder, enables integration with Agentforce by passing user input (the sales order number) to a custom prompt template. The prompt template can then query related data (e.g., sales order header and details) and generate a summary, which can be displayed back to the user on a subsequent screen. This solution meets UC's need for a custom UX and seamless integration with Agentforce prompts, making it the best fit. Why Option C is Correct:Screen flows are ideal for scenarios requiring user interaction and custom interfaces, as outlined in Salesforce Flow documentation. The "Prompt Template" flow action enables Agentforce's AI capabilities within the flow, allowing UC to collect the sales order number, process it via a prompt template, and display the result-all within a single, user-friendly solution. This aligns with Agentforce best practices for integrating AI-driven summaries into user workflows. References: * Salesforce Help: Flow Builder > Prompt Template Action- Describes how to use the "Prompt Template" action in flows to invoke Agentforce prompts. * Trailhead: Build Flows with Prompt Templates- Highlights screen flows for user-driven AI interactions. * Agentforce Studio Documentation: Prompt Templates- Explains how prompt templates process input data for summaries.
Question 90
Universal Containers would like to route SMS text messages to a service rep from an Agentforce Service Agent. Which Service Channel should the company use in the flow to ensure it's routed properly?
Correct Answer: A
Comprehensive and Detailed In-Depth Explanation: UC wants to route SMS text messages from an Agentforce Service Agent to a service rep using a flow. Let's identify the correct Service Channel. * Option A: MessagingIn Salesforce, the "Messaging" Service Channel (part of Messaging for In-App and Web or SMS) handles text-based interactions, including SMS. When integrated with Omni-Channel Flow, the "Route Work" action uses this channel to route SMS messages to agents. This aligns with UC' s requirement for SMS routing, making it the correct answer. * Option B: Route Work Action"Route Work" is an action in Omni-Channel Flow, not a Service Channel. It uses a channel (e.g., Messaging) to route work, so this is a component, not the channel itself, making it incorrect. * Option C: Live Agent"Live Agent" refers to an older chat feature, not the current Messaging framework for SMS. It's outdated and unrelated to SMS routing, making it incorrect. * Option D: SMS ChannelThere's no standalone "SMS Channel" in Salesforce Service Channels-SMS is encompassed within the "Messaging" channel. This is a misnomer, making it incorrect. Why Option A is Correct: The "Messaging" Service Channel supports SMS routing in Omni-Channel Flow, ensuring proper handoff from the Agentforce Service Agent to a rep, per Salesforce documentation. References: Salesforce Agentforce Documentation: Omni-Channel Integration > Messaging- Details SMS in Messaging channel. Trailhead: Omni-Channel Flow Basics- Confirms Messaging for SMS. Salesforce Help: Service Channels- Lists Messaging for text-based routing.
