Agentforce AI

A Salesforce administrator is building an Agentforce Agent to assist customers with product recommendations. The agent must use a large language model to generate personalized suggestions based on customer purchase history. The administrator wants to ensure that sensitive customer data, such as credit card numbers, is not exposed to the external LLM. Which feature should the administrator configure?

A Salesforce administrator is configuring an Agentforce Agent to help sales reps find and update opportunities. The agent needs to use an action that updates the Opportunity Stage field. The administrator wants to ensure the agent only updates the stage when the user explicitly requests it. Which action type should the administrator use to achieve this with minimal development effort?

An administrator is preparing to activate a new Agentforce Service Agent that handles password reset requests for an internal help desk. Before go-live, the administrator wants to validate that the agent behaves correctly and safely. Which TWO testing practices should the administrator perform? (Choose two.)

Northern Trail Outfitters has an Agentforce Service Agent that escalates complex cases to human agents. After go-live, the administrator notices the agent sometimes answers questions that belong to a different Topic, producing irrelevant responses. The administrator wants to control which Topic handles each utterance and reduce cross-topic confusion. Which configuration directly addresses this?

Which of the following is a primary benefit of using Agentforce over traditional chatbot solutions?

An administrator at Cosmic Enterprises is preparing an Agentforce Service Agent for a new return policy topic. Before activation, the security team requires that the agent never expose customer payment card digits and that every interaction be traceable for compliance review. (Choose two.)

Northern Trail Outfitters has an Agentforce Service Agent whose order-status topic uses both a Flow action that queries order records and a prompt template that summarizes results. Users report the agent sometimes invents shipping dates that do not exist in the order record. The administrator verifies the flow returns correct data and the topic is correctly scoped. What should the administrator do to reduce this hallucination?

An administrator at Get Cloudy Consulting is building an Agentforce Service Agent to help customers reset their portal passwords. The agent must verify the customer's identity before allowing the reset. The administrator wants the agent to collect a one-time code sent to the customer's registered email and validate it against a record in Salesforce. Which Agentforce configuration should the administrator use to collect and validate the code within the conversation?

An administrator at Northern Trail Outfitters created an Agentforce Service Agent that resolves billing inquiries. After activation, the agent successfully handles English chats but ignores Spanish chats entirely, even though the org's Einstein Translation and Language Settings are enabled. The administrator confirmed the agent's Employee Agent is assigned and the Messaging channel is live. What should the administrator do to allow the agent to respond to Spanish-speaking customers?

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?

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?

Universal Containers wants to deploy an Agentforce Service Agent that autonomously responds to customer inquiries about order status. The agent needs to securely retrieve real-time data from an external order management system via REST API. Which configuration step must the administrator complete first in Agentforce?

Refer to the exhibit. A customer asks for a $750 refund. The Agent refuses to process the request despite the customer being eligible. What is the most likely cause for this behavior?

Which feature in Agentforce allows administrators to test how an agent will respond to a specific user input before deploying it to production?

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?

Refer to the exhibit. An agent attempts to trigger an order lookup, but it fails with the provided error. What is the most likely cause of this 403 error?

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?

What is the purpose of the 'Human Agent Handoff' feature in Agentforce?

Universal Containers is preparing to activate an Agentforce Service Agent for a customer-facing help site. Before activation, the administrator must ensure the agent only surfaces knowledge articles that the requesting customer is permitted to see. Which configuration should the administrator verify?

When designing instructions for an Agentforce Agent, what is the best practice for ensuring the agent remains on-topic and maintains a professional tone?

A large financial services company is implementing an Agentforce Service Agent to handle customer inquiries about account balances and recent transactions. The administrator must ensure the agent can securely access customer data and provide accurate responses. Which two configurations are required to enable the agent to retrieve data from Salesforce objects? (Choose two.)

An administrator needs to ensure that an Agentforce agent only accesses specific knowledge articles relevant to a customer's issue. Which configuration step is required to enforce these boundaries?

A service manager wants to implement Agentforce to handle routine customer password resets autonomously. Which component must be configured to allow the Agent to perform this specific action within the Salesforce environment?

What is the primary function of the 'Topics' feature in Agentforce?

An administrator at a retail company is building an Agentforce Service Agent that must look up a customer's loyalty points balance from an external loyalty platform in real time. The external system exposes a REST API that requires a named credential for authentication. The administrator wants to make this data available to the agent as an action. Which approach should the administrator use?

What is the primary role of a 'Topic' in the Agentforce Agent Builder?

A service team at Ursa Major Solar wants its Agentforce Service Agent to hand a conversation to a human representative whenever a customer expresses frustration, without the customer repeating any details. The administrator must configure this escalation so the human sees the full transcript and context. Which capability should the administrator configure?

How does an Agentforce Agent maintain context during a multi-turn conversation?

Northern Trail Outfitters wants its Agentforce Service Agent to summarize a long customer chat and store the summary on the related case for human agents. The administrator needs the summary to be generated by the model and then written to a field. Which approach should the administrator use to accomplish both steps reliably?