Salesforce Updated Agentforce-Specialist Exam Questions and Answers by haadi

Universal Containers (UC) aims to streamline customer support by addressing two goals: reducing in-chat typing time for routine answers and minimizing post-chat analysis by auto-suggesting case field values. In Salesforce Agentforce for Service, Einstein Reply Recommendations and Case Classification (Option A) are the ideal combination to achieve this.

Einstein Reply Recommendations: This feature uses AI to suggest pre-formulated responses based on chat context, historical data, and Knowledge articles. By providing agents with ready-to-use replies for common questions, it significantly reduces the time spent typing routine answers, directly addressing UC’s first goal.

Case Classification: This capability leverages AI to analyze case details (e.g., chat transcripts) and suggest values for case fields (e.g., Subject, Priority, Resolution) during or after the interaction. By automating field population, it reduces post-chat analysis time, fulfilling UC’s second goal.

Option B: While "Einstein Reply Recommendations" is correct for the first part, "Case Summaries" generates a summary of the case rather than suggesting specific field values. Summaries are useful for documentation but don’t directly reduce post-chat field entry time.

Option C: "Einstein Service Replies" is not a distinct, documented feature in Agentforce (possibly a distractor for Reply Recommendations), and "Work Summaries" applies more to summarizing work orders or broader tasks, not case field suggestions in a chat context.

Option A: This combination precisely targets both in-chat efficiency (Reply Recommendations) and post-chat automation (Case Classification).

Thus, Option A is the correct answer for UC’s needs.

The AgentForce Testing Center Implementation Guide specifies that organizations should perform all structured and regression testing in a sandbox environment replicated from production. The guide explains:

“Testing Center supports running tests safely in sandbox environments that mirror production data. This ensures realistic test conditions without impacting live systems or data.”

Option A (developer orgs) provides limited and unrepresentative data.

Option B (production org) is not recommended due to potential data integrity and security risks.

Hence, Option C is the correct and Salesforce-approved environment for safe, realistic testing of agents.

References (AgentForce Documents / Study Guide):

AgentForce Testing Center Guide: “Supported Environments and Best Practices”

Salesforce Sandbox Management Guide

AgentForce Study Guide: “Safe Testing with Production-Replicated Data”

UC is integrating an Agentforce agent with Omni-Channel Flow to route work. Let’s identify the correct element.

Option A: Route Work ActionThe "Route Work" action in Omni-Channel Flow assigns work items (e.g., cases, chats) to agents or queues based on routing rules. When connecting to an Agentforce agent, this action links the flow to the agent’s queue or presence, enabling interaction. This is the standard element for agent integration, making it the correct answer.

Option B: AssignmentThere’s no "Assignment" element in Flow Builder for Omni-Channel. Assignment rules exist separately, but within flows, routing is handled by "Route Work," making this incorrect.

Option C: DecisionThe "Decision" element branches logic, not connects to agents. It’s a control structure, not a routing mechanism, making it incorrect.

Why Option A is Correct:

"Route Work" is the designated Omni-Channel Flow action for connecting to agents, including Agentforce agents, per Salesforce documentation.

Per the AgentForce Data Cloud Integration Guide, the AI Agent Session (AIAGENTSESSION) object represents an overarching container that tracks a continuous interaction between one or more AI agents and a user. The document describes: “AI Agent Session is the parent container for a contiguous set of AI Agent interactions. It captures metadata, start and end times, and the relationship to individual messages exchanged during the session.”

Option A, AIAGENTINTERACTION, represents a single step or event within the session, while AIAGENTINTERACTIONMESSAGE (Option B) represents individual messages or exchanges within that interaction. Therefore, AIAGENTSESSION is the correct DLO for reporting on broader agent behavior and performance across an entire engagement.

References (AgentForce Documents / Study Guide):

AgentForce Data Cloud Reporting Guide: “Understanding Agent DLO Hierarchy”

AgentForce Study Notes: “AI Agent Session, Interaction, and Message Object Relationships”

Salesforce Data Cloud for AI Agents: “AI Agent Session Overview”