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Salesforce AI-201 Exam Syllabus Topics:

Salesforce Certified Agentforce Specialist Sample Questions:

1. 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 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.
B) 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.
C) 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.

2. Universal Containers (UC) plans to automatically populate the Description field on the Account object. Which type of prompt template should UC use?

A) Field Generation prompt template
B) Sales Email prompt template
C) Flex Prompt template

3. When a verified customer in a help center says, "I want to upgrade my service plan," an AI agent needs to complete the following tasks:
- Verify identity and entitlement.
- Create a new quote.
- Calculate a prorated upgrade amount.
- Escalate to an Account Executive (AE) only if the reorder exceeds USD
25,000.
Which type of agent should an AgentForce Specialist build to support this use case?

A) Sales Agent to handle the upsell and large-deal escalation
B) Employee Agent to orchestrate internal logistics and finance
C) Service Agent to resolve the case end-to-end and create a new opportunity for the sales team

4. The Agentforce Specialist of Northern Trail Outfitters reviewed the organization's data masking settings within the Configure Data Masking menu within Setup. Upon assessing all of the fields, a few additional fields were deemed sensitive and have been masked within Einstein's Trust Layer.
Which steps should the Agentforce Specialist take upon modifying the masked fields?

A) Turn off the Einstein Trust Layer and turn it on again.
B) Turn on Einstein Feedback so that end users can report if there are any negative side effects on AI features.
C) Test and confirm that the responses generated from prompts that utilize the data and masked data do not adversely affect the quality of the generated response

5. Universal Containers (UC) is looking to enhance its operational efficiency. UC has recently adopted Salesforce and is considering implementing Agent to improve its processes. What is a key reason for implementing Agent?

A) Allowing AI to perform tasks without user interaction
B) Streamlining workflows and automating repetitive tasks
C) Improving data entry and data cleansing

Solutions: