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Salesforce Certified Agentforce Specialist Sample Questions (Q13-Q18):

NEW QUESTION # 13
Universal Containers (UC) wants to offer personalized service experiences and reduce agent handling time with Al-generated email responses, grounded in Knowledge base. Which AI capability should UC use?

A. Einstein Service Replies for Email
B. Einstein Email Replies
C. Einstein Generative Service Replies for Email

Answer: A

Explanation:
For Universal Containers (UC) to offer personalized service experiences and reduce agent handling time using AI-generated responses grounded in the Knowledge base, the best solution is Einstein Service Replies for Email. This capability leverages AI to automatically generate responses to service- related emails based on historical data and the Knowledge base, ensuring accuracy and relevance while saving time for service agents.

NEW QUESTION # 14
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 Agent action helps sales reps draft personalized emails to prospects by generating text based on previous successful communications?

A. Agent Action: Find Similar Opportunities
B. Agent Action: Summarize Record
C. Agent Action: Draft or Revise Sales Email

Answer: C

Explanation:
UC's sales reps need an AI action to draft personalized emails based on past successful communications, reducing manual review time.

NEW QUESTION # 15
Universal Containers (UC) wants to enable its sales team to get insights into product and competitor names mentioned during calls. How should UC meet this requirement?

A. Enable Einstein Conversation Insights, enable sales recording, assign permission sets, and customize insights with up to 50 products.
B. Enable Einstein Conversation Insights, connect a recording provider, assign permission sets, and customize insights with up to 25 products.
C. Enable Einstein Conversation Insights, assign permission sets, define recording managers, and customize insights with up to 50 competitor names.

Answer: B

Explanation:
UC wants insights into product and competitor mentions during sales calls, leveraging Einstein Conversation Insights.

NEW QUESTION # 16
Universal Containers wants to allow its service agents to query the current fulfillment status of an order with natural language. There is an existing autolaunched flow to query the Information from Oracle ERP, which is the system of record for the order fulfillment process. How should an Agentforce Specialist apply the power of conversational AI to this use case?

A. Create a Flex prompt template in Prompt Builder.
B. Create a custom Agent action which calls a flow.
C. Configure the Integration Flow Standard Action in Agent Builder.

Answer: B

Explanation:
Why is "Create a custom Agent action which calls a flow" the correct answer?
In Agentforce, the best way to allow service agents to query order fulfillment status from an external system (Oracle ERP) using natural language is to create a custom Agent action that invokes an existing autolaunched flow.
Key Considerations for This Approach:
Custom Agent Action Triggers the Flow
A custom Agent action is designed to call Salesforce flows, enabling external system integration.
The flow retrieves real-time fulfillment data from Oracle ERP and returns results to the agent.
Enables AI-Powered Query Execution
The Agent can understand natural language and map user utterances to the correct Agent action.
This ensures that agents receive accurate order fulfillment updates quickly.
No Need for Manual Data Entry
Instead of manually searching Oracle ERP, agents can query fulfillment status using AI-powered Agentforce workflows.

NEW QUESTION # 17
How is Data Cloud leveraged by the Answer Questions with Knowledge action in Agentforce?

A. Data Cloud is not required; the articles can be accessed directly from the CRM by the agent.
B. Data Cloud provides the real-time data streams that update the Knowledge articles.
C. Data Cloud stores and manages the Indexed Knowledge articles.

Answer: C

Explanation:
How Does Data Cloud Support "Answer Questions with Knowledge" in Agentforce?
The Answer Questions with Knowledge action in Agentforce leverages Salesforce Data Cloud to store, manage, and index Knowledge articles used for AI-powered responses.
Data Cloud as the Central Storage for Knowledge Articles
Indexed Knowledge articles are stored and retrieved in real-time from Data Cloud.
The AI system queries Data Cloud to fetch relevant articles when a service agent or customer needs an answer.
Ensuring Up-to-Date Responses
Data Cloud continuously updates Knowledge articles based on new insights, user interactions, and feedback.
The AI can pull the latest, most relevant information from the Knowledge base.
Enhancing AI-Driven Customer Service
AI-generated responses are grounded in real customer service interactions.
Service agents benefit from fast, context-aware answers, improving resolution times and customer satisfaction.

NEW QUESTION # 18
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AI-201 Pass4sure | New AI-201 Exam Discount

New AI-201 Exam Discount, Latest AI-201 Exam Question

Salesforce Certified Agentforce Specialist Sample Questions (Q13-Q18):

Salesforce AI-201 Exam | AI-201 Pass4sure - Excellent Exam Tool Guaranteed

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