Which object stores the conversation transcript between the customer and the agent?
Correct Answer: B
Why is "Messaging Session" the correct answer? In Agentforce, the Messaging Session object stores the conversation transcript between the customer and the agent. Key Features of the Messaging Session Object: * Stores the Entire Customer-Agent Conversation * The Messaging Session object maintains a record of the full chat history, including timestamps, messages, and interactions. * This ensures that past interactions can be referenced during follow-ups. * Supports AI-Powered Work Summaries * Einstein AI uses Messaging Sessions to generate summaries of chat interactions for agents. * These summaries are stored and accessible for later reference. * Links with Service Cloud for Case Resolution * If a conversation escalates into a case, the Messaging Session object can be linked to it. * This allows support teams to review the conversation history without switching contexts. Why Not the Other Options? # A. Messaging End User * Incorrect because this object stores details about the customer (e.g., name, contact details) but not the conversation transcript. # C. Case * Incorrect because Cases store structured service requests but do not contain raw conversation transcripts. * Instead, cases may reference the Messaging Session object. Agentforce Specialist References * Salesforce AI Specialist Material confirms that Messaging Sessions store chat conversations and support Einstein Work Summaries.
Question 97
Universal Containers (UC) wants to use Generative AI Salesforce functionality to reduce Service Agent handling time by providing recommended replies based on the existing Knowledge articles. On which AI capability should UC train the service agents?
Correct Answer: C
Comprehensive and Detailed In-Depth Explanation:Salesforce Agentforce leverages generative AI to enhance service agent efficiency, particularly through capabilities that generate recommended replies. In this scenario, Universal Containers aims to reduce handling time by providing replies based on existing Knowledge articles , which are a core component of Salesforce Knowledge. The Knowledge Replies capability is specifically designed for this purpose-it uses generative AI to analyze Knowledge articles, match them to the context of a customer inquiry (e.g., a case or chat), and suggest relevant, pre-formulated responses for service agents to use or adapt. This aligns directly with UC's goal of leveraging existing content to streamline agent workflows. * Option A (Service Replies): While "Service Replies" might sound plausible, it is not a specific, documented capability in Agentforce. It appears to be a generic distractor and does not tie directly to Knowledge articles. * Option B (Case Replies): "Case Replies" is not a recognized AI capability in Agentforce either. While replies can be generated for cases, the focus here is on Knowledge article integration, which points to Knowledge Replies. * Option C (Knowledge Replies): This is the correct capability, as it explicitly connects generative AI with Knowledge articles to produce recommended replies, reducing agent effort and handling time. Training service agents on Knowledge Replies ensures they can effectively use AI-suggested responses, review them for accuracy, and integrate them into their workflows, fulfilling UC's objective. References: * Salesforce Agentforce Documentation: "Knowledge Replies for Service Agents" (Salesforce Help: https://help.salesforce.com/s/articleView?id=sf.agentforce_knowledge_replies.htm&type=5) * Trailhead: "Agentforce for Service" module (https://trailhead.salesforce.com/content/learn/modules /agentforce-for-service)
Question 98
Before activating a custom copilot action, An Agentforce would like is to understand multiple real-world user utterances to ensure the action being selected appropriately. Which tool should the Agentforce Specialist recommend?
Correct Answer: C
To understand multiple real-world user utterances and ensure the correct action is selected before activating a custom copilot action, the recommended tool is Copilot Builder. This tool allows Agentforce Specialists to design and test conversational actions in response to user inputs, helping ensure the copilot can accurately handle different user queries and phrases. Copilot Builder provides the ability to test, refine, and improve actions based on real-world utterances. * Option C is correct as Copilot Builder is designed for configuring and testing conversational actions. * Option A (Model Playground) is used for testing models, not user utterances. * Option B (Agent) refers to the conversational interface but isn't the right tool for designing and testing actions. References: * Salesforce Copilot Builder Overview: https://help.salesforce.com/s/articleView?id=sf. einstein_copilot_builder.htm
Question 99
Universal Containers (UC) is using standard Service AI Grounding. UC created a custom rich text field to be used with Service AI Grounding. What should UC consider when using standard Service AI Grounding?
Correct Answer: C
Service AI Grounding retrieves data from Salesforce objects to ground AI-generated responses. Key considerations: * Field Types: Standard Service AI Grounding supports String and Text Area fields. Custom rich text fields (e.g., RichTextArea) are not supported, making Option B correct. * Objects: While Service AI Grounding primarily uses Case and Knowledge objects (Option A), the limitation here is the field type, not the object. * Visibility: Service AI Grounding respects user permissions and sharing settings unless overridden (Option C is incorrect). References: * Salesforce Help: Service AI Grounding Requirements * Explicitly states support for "Text Area and String fields" only.
Question 100
Universal Containers is rolling out a new generative AI initiative. Which Prompt Builder limitations should the Agentforce Specialist be aware of?
Correct Answer: C
ThePrompt Builderin Salesforce has some specific limitations, one of which is thatcustom objectsare supportedonly for Flex template types. This means that users must rely on Flex templates to integrate custom objects into their prompts. * Option A: While rich text area fields have certain restrictions, this does not pertain to the core limitation of integrating custom objects. * Option B: Updates and creations for prompt templates are indeed recorded in the Setup Audit Trail, so this statement is incorrect. * Option C: This is the correct answer as it reflects a documented limitation of the Prompt Builder. Reference: "Prompt Builder Limitations | Salesforce Documentation" .
