SF-Admin Practice Test 9 — 10 Questions

Question 1

An administrator at a retail company has built an Agentforce Service Agent that handles returns and exchanges. During testing, the agent correctly answers product questions but fails to initiate a return because it cannot find the 'Initiate Return' action. The action was created as an Apex class implementing the @InvocableMethod annotation. Which step should the administrator take to make the action available to the agent?

Choose an answer to begin — your selection is scored in the full session.

Accepted Answer

Create an invocable action in Agent Builder and reference the Apex class.. Agentforce agents can use actions built from Flows, Apex, or Prompt Templates, but these must be explicitly added as actions in Agent Builder. Simply creating an Apex class with @InvocableMethod does not make it available; the administrator must create an action that references the class. This ensures the agent can discover and invoke the method during conversations.

Answer

Add the Apex class to the agent's permission set and enable 'Agentforce Action Access'.

Answer

Deploy the Apex class to the agent's connected app and add it as a remote site setting.

Answer

Add the Apex class to the agent's Einstein Trust Layer configuration.

Question 2

Universal Containers uses Omni-Channel routing in its Service Console. Agents in the Tier 2 queue report that cases appear in their Omni-Channel widget but disappear after about 30 seconds if they do not accept them. The service manager wants cases to remain available to agents for a full two minutes before being routed to the next available agent. What should the administrator configure?

Accepted Answer

Increase the Request TTL value on the Tier 2 queue's Omni-Channel routing configuration.. The length of time a routed work item stays with an agent before Omni-Channel pulls it back is governed by Request Time to Live on the routing configuration tied to the queue. Raising that value to 120 seconds keeps cases offered to Tier 2 agents for the full two minutes the manager requested, without affecting agent capacity or presence settings.

Answer

Add the agents to a new Omni-Channel Supervisor configuration with a longer decline timeout.

Answer

Increase the Omni-Channel Capacity setting for the Tier 2 queue's routing configuration.

Answer

Set the agent's Service Presence Status to a status whose associated service channel allows a longer timeout.

Question 3

The administrator at Cloud Kicks needs to create a new custom object to track customer feedback. The object should have a tab so users can access it from the App Launcher and navigation bar. After creating the custom object in Object Manager, what should the administrator do next to make it available as a tab?

Accepted Answer

Create a new tab for the custom object in the Tabs section of Setup.. To make a custom object accessible as a tab, the administrator must create a custom tab for it in the Tabs section of Setup. Permissions are also needed, but the tab creation is the specific step that enables UI access. Lightning App Builder and Lightning enablement are not relevant to tab creation.

Answer

Assign the object to profiles using permission sets.

Answer

Enable the object for Lightning Experience in Object Manager.

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Add the object to a Lightning app using Lightning App Builder.

Question 4

An administrator is configuring an Agentforce Agent to answer questions about company policies. The agent must only use information from a specific set of Knowledge articles and must not generate answers based on general knowledge. Which feature should the administrator enable to restrict the agent's responses to the approved Knowledge articles?

Accepted Answer

Knowledge grounding. Knowledge grounding is the feature that connects the agent to specific Knowledge articles and ensures its responses are based on that content. By setting up knowledge grounding with a defined set of articles, the administrator can prevent the agent from using general knowledge, thus meeting the requirement.

Answer

Topics

Answer

Einstein Trust Layer

Answer

Prompt templates

Question 5

AW Computing uses Salesforce to manage its sales pipeline. The sales operations team wants to prevent users from creating an Opportunity with a Close Date in the past. Which feature should the administrator use to enforce this requirement?

Accepted Answer

Validation Rule. A validation rule is the correct tool because it evaluates the Close Date against the current date and prevents saving if the condition is met. It enforces the rule consistently for all users and record creation methods, ensuring data accuracy without custom code.

Answer

Formula Field

Answer

Approval Process

Answer

Workflow Rule

Question 6

Universal Containers has a custom object 'Project__c' that has a lookup relationship to Account. The administrator needs to create a formula field on Project__c that displays the Account's Industry. However, when viewing a Project record, the Industry field is blank even though the related Account has an Industry value. What is the most likely cause?

Accepted Answer

The lookup relationship is not populated on the Project record.. A formula field that references a field on a related record via a lookup will return blank if the lookup relationship is not populated. In this scenario, the Project record must have an Account lookup value for the formula to retrieve the Industry. The most likely cause is that the lookup field is empty on the Project record.

Answer

The formula field is referencing a field that is not accessible to the user's profile.

Answer

The formula field is using the wrong syntax to reference the Account's Industry.

Answer

The Account's Industry field is not included in the page layout.

Question 7

Universal Containers wants its support agents to be able to see all cases related to a contact, including cases owned by other agents, directly from the contact record in the Service Console. The administrator needs to add a component that shows this relationship without building a custom Visualforce page. Which component should the administrator add to the Contact page layout?

Accepted Answer

Related Cases related list. The Related Cases related list is the standard declarative way to show all cases associated with a contact on the Contact page layout. It displays cases where the contact is in the Contact lookup, including those owned by other agents, subject to sharing. Other components either filter to the running user, show feed for one case, or show activities rather than cases.

Answer

Case Feed component

Answer

Cases Assigned to Me list view

Answer

Open Activities related list

Question 8

An administrator at Get Cloudy Consulting has built an Agentforce Service Agent that answers questions about warranty coverage by retrieving records from a custom object. During testing, the agent replies with policy text that was updated two weeks ago, even though the source record was edited yesterday. The administrator confirms the record edit saved successfully and the agent's topic is active. Which configuration should the administrator check to resolve the stale response?

Accepted Answer

The Data Cloud or CRM search index used by the agent's retrieval, and whether it has been refreshed since the edit.. The agent is returning content that exists but is no longer current, which points to a retrieval layer rather than permissions, masking, or prompt wording. Search and semantic indexes behind grounding are updated asynchronously, so a record edited yesterday may still be represented by its previous indexed version. Refreshing or rebuilding that index lets the topic retrieve the current warranty record and produce an accurate answer.

Answer

The Prompt Template version bound to the topic and whether it was activated after the record edit.

Answer

The Einstein Trust Layer Data Masking rule applied to the warranty custom object.

Answer

The agent user's profile and whether it has Read access to the warranty object's fields.

Question 9

An administrator at AW Computing is building an Agentforce Service Agent that must answer questions about open cases using a Flow action. The flow's input variables are declared as Text, but the agent must pass a Case Id value. Testing shows the action fails to return results. Which change should the administrator make to the action configuration?

Accepted Answer

Change the flow's input variable from Text to an Id-compatible type and ensure the agent action maps the Case Id to that input.. The action fails because the value the agent supplies and the input the flow expects do not align. Correcting the flow's input variable to an identifier-compatible type and explicitly mapping the Case Id in the agent action configuration lets the identifier flow through, after which the flow can query and return open-case details. Record variables, formula concatenation, and broad permissions all target the wrong layer of the problem.

Answer

Add a formula resource in the flow that concatenates the Case Id with an empty string before use.

Answer

Convert the flow's input variable to a Record variable typed to the Case object and map the Case Id into it.

Answer

Grant the agent user the View All Data permission so it can read any case regardless of ownership.

Question 10

Universal Containers wants to build a Screen Flow that collects a Case's priority and description, then creates a Case record and immediately sends a confirmation email. The administrator must ensure the Flow can perform both operations in a single interview. (Choose two.)

Accepted Answer

Use a Create Records element to insert the Case record.. A Screen Flow can both create records and send email within one interview. The Create Records element inserts the Case and returns its Id, and the Send Email core action then sends a confirmation using that Id. Together they satisfy the requirement without Apex or a separate trigger-based Flow.

Answer

Use a Wait element configured to resume after one minute, then send the email.

Answer

Use a Post to Chatter action to notify the support team instead of sending email.

Answer

Use a Record-Triggered Flow with a before-save update to insert the Case.