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Salesforce Certified Agentforce Specialist Sample Questions:

1. Coral Cloud Resorts (CCR) wants to configure its agent so that booking actions are only available when a customer's membership tier is "Premium" or "Elite". This business rule must be enforced deterministically. What should CCR implement?

A) Configure topic instructions that clearly state booking actions should only be used for Premium or Elite customers and include examples.
B) Set up custom validation rules on the underlying booking objects to prevent non-eligible customers from completing bookings.
C) Create a context variable mapped to the customer's membership tier field, then add a conditional filter on MembershipTier.

2. A service manager wants to use Salesforce Prompt Builder to help agents summarize customer case notes after a support call.
The summary should:
- Capture the customer's issue, troubleshooting steps taken, and next
actions.
- Be no longer than five sentences.
- Use plain language (no technical jargon).
If no next action is identified, the summary should explicitly state "No next action required." Which prompt template follows Salesforce prompt design best practices?

A) Role: You are an experienced support agent.
Task: Summarize the case notes,
Context: Include customer issue, troubleshooting steps, and next actions.
Constraints: Limit to 5 sentences, use plain language, and if no next action is found, state "No next action required." Format: Use numbered sentences for clarity.
B) Role: You are a case documentation assistant.
Task: Write a summary of the support call.
Context: Always describe the customer issue, troubleshooting, and resolution details.
Constraints: The summary should be comprehensive and professional, but there is no limit on length or language style.Format: Use complete sentences in a narrative style.
C) Role: You are a support agent writing a case summary.
Task: Provide a professional summary of the issue and troubleshooting steps.
Contest: Include customer issue, steps taken, and next actions if available.
Constraints: No strict sentence limit, but use plain language. If no next action is found, leave it out.
Format: Use paragraphs for readability.

3. Universal Containers wants to use an external large language model (LLM) in Prompt Builder.
What should An Agentforce recommend?

A) Use BYO-LLM functionality in Einstein Studio.
B) Use Apex to connect to an external LLM and ground the prompt.
C) Use Flow and External Services to bring data from an external LLM.

4. Universal Containers deploys a new Agentforce Service Agent into the company's website but is getting feedback that the Service Agent is not providing answers to customer questions that are found in the company's Salesforce Knowledge articles. What is the likely issue?

A) The Agentforce Service Agent user needs to be created under the standard Agent Knowledge profile.
B) The Agentforce Service Agent user was not given the Allow View Knowledge permission set.
C) The Agentforce Service Agent user is not assigned the correct Agent Type License.

5. What considerations should an Agentforce Specialist be aware of when using Record Snapshots grounding in a prompt template?

A) Empty data, such as fields without values or sections without limits, is filtered out.
B) Activities such as tasks and events are excluded.
C) Email addresses associated with the object are excluded.

Solutions: