The Salesforce Agentforce Specialist certification is your way to prove you are an expert at using Agentforce. The Salesforce Certified Agentforce Specialist exam is designed for individuals who are proficient in configuring and managing Agentforce and have a comprehensive understanding of Salesforce’s core functionalities. This includes tasks such as setting up and managing agents, ensuring proper configuration, and leveraging Agentforce tools to enhance business processes.It’s a badge that is designed for the one who is expert in building and managing AI agents.
In this blog post, we’ll show you some Agentforce Specialist Certification Sample Questions and answers, providing practical insights and strategies to help you ace the exam and earn your certification with confidence.
Here are some Agentforce Specialist Certification Sample Questions
Question 1: Universal Containers (UC) wants to implement an AI-powered customer service agent that can:
Retrieve proprietary policy documents that are stored as PDFs. Ensure responses are grounded in approved company data, not generic LLM knowledge. What should UC do first?
A. Set up an Agentforce Data Library for AI retrieval of policy documents.
B. Expand the AI agent’s scope to search all Salesforce records.
C. Add the files to the content, and then select the data library option.
Answer: A
Question 2: Universal Containers plans to implement prompt templates that utilize the standard foundation models.
What should the AI Specialist consider when building prompt templates in Prompt Builder?
A. Include multiple-choice questions within the prompt to test the LLM’s understanding of the context.
B. Ask it to role-play as a character in the prompt template to provide more context to the LLM.
C. Train LLM with data using different writing styles including word choice, intensifiers, emojis, and punctuation.
Answer: C
Question 3: Universal Containers (UC) wants to build an Agentforce Service Agent that provides the latest, active, and relevant policy and compliance information to customers. The agent must:
Semantically search HR policies, compliance guidelines, and company procedures.
Ensure responses are grounded on published Knowledge.
Allow Knowledge updates to be reflected immediately without manual reconfiguration.
What should UC do to ensure the agent retrieves the right information?
A. Enable the agent to search all internal records and past customer inquiries.
B. Set up an Agentforce Data Library to store and index policy documents for AI retrieval.
C. Manually add policy responses into the AI model to prevent hallucinations.
Answer: B
Question 4: Which element in the Omni-Channel flow should be used to connect the flow with the agent?
A. Decision
B. Assignment
C. Route Work Action
Answer: C
Question 5: How does an Agent respond when it can’t understand the request or find any requested information?
A. With a generated error message
B. With a general message asking the user to rephrase the request
C. With a preconfigured message, based on the action type
Answer: B
Question 6: Universal Containers (UC) is experimenting with using public Generative AI models and is familiar with the language required to get the information it needs. However, it can be time-consuming for both UC’s sales and service reps to type in the prompt to get the information they need, and ensure prompt consistency.
Which Salesforce feature should a Salesforce AI Specialist recommend to address these concerns?
A. Einstein Recommendation Builder
B. Einstein Copilot Action: Query Records
C. Einstein Prompt Builder and Prompt Templates
Answer: C
Question 7: Universal Containers needs its sales reps to be able to only execute prompt templates.
What should an AI Specialist recommend to achieve this requirement?
A. Prompt Template user permission set
B. Prompt Template Manager permission set
C. Prompt Execute Template permission set
Answer: C
Question 8: Universal Containers (UC) wants to leverage 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?
A. Case Replies
B. Knowledge Replies
C. Service Replies
Answer: B
Question 9: Universal Containers wants to reduce overall agent handling time 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 Einstein for Service features enables this effort?
A. Einstein Service Replies and Work Summaries
B. Einstein Reply Recommendations and Case Summaries
C. Einstein Reply Recommendations and Case Classification
Answer: C
Question 10: An Agentforce is creating a custom action in Einstein Copilot.
Which option is available for the Agentforce Specialist to choose for the custom copilot action?
A. Apex trigger
B. SOQL
C. Flows
Answer: C
Question 11: Universal Containers plans to enhance the customer support team’s productivity using AI.
Which specific use case necessitates the use of Prompt Builder?
A. Creating a draft of a support bulletin post for new product patches
B. Creating an AI-generated customer support agent performance score
C. Estimating support ticket volume based on historical data and seasonal trends
Answer: A
Question 12: Amid their busy schedules, sales reps at Universal Containers dedicate time to follow up with prospects and existing clients via email regarding renewals or new deals. They spend many hours throughout the week reviewing past communications and details about their customers before performing their outreach.
Which standard Copilot action helps sales reps draft personalized emails to prospects by generating text based on previous successful communications?
A. Einstein Copilot Action: Find Similar Opportunities
B. Einstein Copilot Action: Draft or Revise Sales Email
C. Einstein Copilot Action: Summarize Record
Answer: B
Question 13: Universal Containers has an active standard email prompt template that does not fully deliver on the business requirements.
Which steps should an AI Specialist take to use the content of the standard prompt email template in question and customize it to fully meet the business requirements?
A. Save as New Template and edit as needed.
B. Clone the existing template and modify as needed.
C. Save as New Version and edit as needed.
Answer: B
Question 14: Universal Containers (UC) has configured an Agentforce Data Library using Knowledge articles. When testing in Agent Builder and the Experience Cloud site, the agent is not responding with grounded Knowledge article information. However, when tested in Prompt Builder, the response returns correctly. What should UC do to troubleshoot the issue?
A. Create a new permission set that assigns “Manage Knowledge” and assign it to the Agentforce Service Agent User.
B. Ensure the assigned User permission set includes access to the prompt template used to access the Knowledge articles.
C. Ensure the Data Cloud User permission set has been assigned to the Agentforce Service Agent User.
Answer: C
Question 15: What is the role of the large language model (LLM) in executing an Einstein Copilot Action?
A. Find similar requests and provide actions that need to be executed
B. Identify the best matching actions and correct order of execution
C. Determine a user’s access and sort actions by priority to be executed
Answer: B
Question 16: Universal Containers (UC) would like to implement the Sales Development Representative (SDR) Agent.
Which channel consideration should UC be aware of while implementing it?
A. SDR Agent must be deployed in the Messaging channel.
B. SDR Agent only works in the Email channel.
C. SDR Agent must also be deployed on the company website.
Answer: A
Question 17: An AI Specialist at Universal Containers (UC) is tasked with creating a new custom prompt template to populate a field with generated output. UC enabled the Einstein Trust Layer to ensure AI Audit data is captured and monitored for adoption and possible enhancements.
Which prompt template type should the AI Specialist use and which consideration should they review?
A. Flex, and that Dynamic Fields is enabled
B. Field Generation, and that Dynamic Fields is enabled
C. Field Generation, and that Dynamic Forms is enabled
Answer: B
Question 18: Universal Containers (UC) currently tracks Leads with a custom object. UC is preparing to implement the Sales Development Representative (SDR) Agent.
Which consideration should UC keep in mind?
A. Agentforce SDR only works with the standard Lead object.
B. Agentforce SDR only works on Opportunities.
C. Agentforce SDR only supports custom objects associated with Accounts.
Answer: A
Question 19: Universal Containers deploys a new Agentforce Service Agent into the company’s website but is getting feedback that the Agentforce Service Agent is not providing answers to customer questions that are found in the company’s Salesforce Knowledge articles.
What is the likely issue?
A. The Agentforce Service Agent user is not assigned the correct Agent Type License.
B. The Agentforce Service Agent user needs to be created under the standard Agent Knowledge profile.
C. The Agentforce Service Agent user was not given the Allow View Knowledge permission set.
Answer: C
Question 20: When creating a custom retriever in Einstein Studio, which step is considered essential?
A. Select the search index, specify the associated data model object (DMO) and data space, and optionally define filters to narrow search results.
B. Define the output configuration by specifying the maximum number of results to return, and map the output fields that will ground the prompt.
C. Configure the search index, choose vector or hybrid search, choose the fields for filtering, the data space and model, then define the ranking method.
Answer: A
Question 21: What is a valid use case for Data Cloud retrievers?
A. Returning relevant data from the vector database to augment a prompt.
B. Grounding data from external websites to augment a prompt with RAG.
C. Modifying and updating data within the source systems connected to Data Cloud.
Answer: C
Question 22: What is automatically created when a custom search index is created in Data Cloud?
A. A retriever that shares the name of the custom search index.
B. A dynamic retriever to allow runtime selection of retriever parameters without manual configuration.
C. A predefined Apex retriever class that can be edited by a developer to meet specific needs.
Answer: A
Question 23: Which scenario best demonstrates when an Agentforce Data Library is most useful for improving an AI agent’s response accuracy?
A. When the AI agent must provide answers based on a curated set of policy documents that are stored, regularly updated, and indexed in the data library.
B. When the AI agent needs to combine data from disparate sources based on mutually common data, such as Customer Id and Product Id for grounding.
C. When data is being retrieved from Snowflake using zero-copy for vectorization and retrieval.
Answer: A
Question 24: The sales team at a hotel resort would like to generate a guest summary about the guests’ interests and provide recommendations based on their activity preferences captured in each guest profile. They want the summary to be available only on the contact record page.
Which AI capability should the team use?
A. Einstein Copilot
B. Prompt Builder
C. Model Builder
Answer: B
Question 25: A data scientist needs to view and manage models in Einstein Studio. The data scientist also needs to create prompt templates in Prompt Builder.
Which permission sets should an AI Specialist assign to the data scientist?
A. Data Cloud Admin and Prompt Template Manager
B. Prompt Template Manager and Prompt Template User
C. Prompt Template User and Data Cloud Admin
Answer: A
Question 26: Universal Containers is using Agentforce for Sales to find similar opportunities to help close deals faster. The team wants to understand the criteria used by the Agent to match opportunities.
What is one criterion that Agentforce for Sales uses to match similar opportunities?
A. Matched opportunities have a status of Closed Won from the last 12 months.
B. Matched opportunities are limited to the same account.
C. Matched opportunities were created in the last 12 months.
Answer: A
Question 27: What considerations should an Agentforce Specialist be aware of when using Record Snapshots grounding in a prompt template?
A. Activities such as tasks and events are excluded.
B. Empty data, such as fields without values or sections without limits, is filtered out.
C. Email addresses associated with the object are excluded.
Answer: A
Question 28: When configuring a prompt template, an AI Specialist previews the results of the prompt template they’ve written. They see two distinct text outputs: Resolution and Response.
Which information does the Resolution text provide?
A. It shows the full text that is sent to the Trust Layer.
B. It shows the response from the LLM based on the sample record.
C. It shows which sensitive data is masked before it is sent to the LLM.
Answer: B
Question 29: Universal Containers’ service team wants to customize the standard case summary response from Einstein Copilot.
What should the AI Specialist do to achieve this?
A. Customize the standard Record Summary template for the Case object
B. Summarize the Case with a standard copilot action
C. Create a custom Record Summary prompt template for the Case object
Answer: C
Question 30: An AI specialist wants to leverage Record Snapshots grounding feature in a prompt template.
What preparations are required?
A. Configure page layout of the master record type
B. Create a field set for all the fields to be grounded
C. Enable and configure dynamic form for the object
Answer: B
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