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Salesforce Certified Agentforce Specialist Sample Questions:

1. Universal Containers implemented Agent for its users. One user complains that Agent is not deleting activities from the past 7 days. What is the reason for this issue?

A) Agent Delete Record Action permission is not associated to the user.
B) Agent does not support the Delete Record action.
C) Agent does not have the permission to delete the user's records.

2. A Universal Containers administrator is setting up Einstein Data Libraries. After creating a new library, the administrator notices that only the file upload option is available; there is no option to configure the library using a Salesforce Knowledge base. What is the most likely cause of this Issue?

A) The current Salesforce org lacks the necessary Einstein for Service permissions that support the Knowledge-based Data Library option, so only the file upload option is presented.
B) The administrator is not using Lightning Experience, which is required to display all data source options, Including the Knowledge base option, when configuring Einstein Data Libraries.
C) Salesforce Knowledge is not enabled in the organization; without Salesforce Knowledge enabled, the Knowledge-based data source option will not be available in Einstein Data Libraries.

3. Universal Containers needs to restrict access to refund processing actions so only customers with Active account status can initiate refunds. How should an Agentforce Specialist apply the restriction deterministically?

A) Create a context variable for the account status field and apply a conditional filter AccountStatus equals "Active" to refund actions.
B) Create a Flex Prompt Template that has instructions to check for account status.
C) Include step-by-step instructions at the topic level and action level explaining the rules and examples.

4. Universal Containers has multiple Salesforce orgs, each with a unique customer service agent where a verification agent must pass customer identity data to downstream agents handling account modifications. The customer ID must remain secure and persistent across agent handoffs without exposure to large language model (LLM) modification. What is the most appropriate configuration?

A) Implement a custom object to temporarily store verification status and have each agent query it via SOQL actions during execution.
B) Store customer identity information in conversation variables created by the first agent and have other agents read those same conversation variables.
C) Use the Agent API to start the downstream agent's session and pass the verified customer ID as a read-only context variable, ensuring security and preventing LLM alteration.

5. Universal Containers would like to route a service agent conversation to a human agent queue.
Which tool connects the service agent to the human agent queue for escalation?

A) Prompt Flow
B) Screen Flow
C) Outbound Omni-Channel Flow

Solutions: