Agentforce AI

A company wants to deploy an AI agent on their public help site that lets customers ask questions and get answers grounded in Salesforce Knowledge articles, without requiring the customer to log in to Salesforce. The administrator is evaluating which Agentforce offering to configure. Which type of agent is designed for this externally facing, customer self-service use case?

An administrator is configuring an Agentforce service agent for a company's help center. The business wants the agent to answer customer product questions using the company's published Knowledge articles rather than generating answers from the model's general training data. Which declarative configuration should the administrator use to connect the agent's answers to the company's Knowledge content?

An administrator has built and activated an Agentforce service agent in a production org. Sales reps report that they cannot see or interact with the agent, even though it appears active in Setup. The administrator confirms the agent is deployed and its topics and actions are configured correctly. What is the MOST likely reason the reps cannot use the agent, and how should the administrator resolve it?

A Salesforce admin is building an Agentforce service agent for a customer support team. The business wants the agent to be able to answer general customer questions using published Knowledge articles, and also to update a custom 'Warranty_Claim__c' record when a customer requests a status change. The admin wants to use the least amount of custom development possible. Which approach should the admin take when configuring the agent's actions?

An administrator has built a new Agentforce service agent with several topics and actions in a sandbox. Before activating it for customers, leadership wants assurance that the agent will select the correct topic and respond appropriately across many phrasing variations of common customer questions. Which Salesforce tool should the administrator use to evaluate the agent's behavior at scale before deployment?

An administrator is building an Agentforce service agent for a support team. They want the agent to only handle order status inquiries and returns, and to invoke a Flow that looks up the customer's most recent order. What must the administrator configure to ensure the agent recognizes these customer requests and knows which capability to execute?

An admin is reviewing how Agentforce and Prompt Builder handle a user's request. A prompt template includes CRM record data through grounding, sends the request to the large language model (LLM), and returns a generated answer. The compliance team asks the admin which part of the Einstein Trust Layer ensures that the data sent to a third-party LLM is NOT stored or used to train the external model. Which capability should the admin point to?

An administrator is enabling a generative AI feature that sends prompts containing customer information to a large language model. Compliance is concerned that personally identifiable information (PII) such as phone numbers and Social Security numbers could be exposed to the third-party model provider. Which capability of the Einstein Trust Layer directly addresses this concern?

An administrator is rolling out an Agentforce service agent that responds to customer inquiries using generative AI. The compliance team requires assurance that the AI's generated responses are automatically scored for harmful or inappropriate content, and that a record of every prompt and response is retained for later review. Which two capabilities of the Einstein Trust Layer address these requirements? (Select the single option that lists both.)

A compliance officer is concerned that the third-party large language model (LLM) used by Agentforce and generative AI features might store the company's customer prompts and use them to train the external model. She asks the administrator what protects Salesforce data from being retained by the external LLM provider. Which Einstein Trust Layer capability should the admin cite?

An administrator is building a sales email prompt template in Prompt Builder. The business requirement is that each generated email must reference the specific Opportunity's Amount, Close Date, and related Account name so the message is personalized to real CRM data rather than generic content. Which approach should the admin take to meet this requirement declaratively?

A sales manager wants reps to click a button on a Contact record that generates a personalized, AI-drafted email the rep can review and edit before sending. The admin decides to use Prompt Builder. Which prompt template type should the admin create to meet this requirement?

A sales manager wants a button on the Opportunity record page that, when clicked, generates a concise summary of the opportunity's key details and recent activity that the rep can review and insert into a follow-up email. The admin wants to build this declaratively using Prompt Builder. Which prompt template type should the admin create?