QUESTION: 49

Universal Containers implements Custom Agent Actions to enhance its customer service operations. The development team needs to understand the core components of a Custom Agent Action to ensure proper configuration and functionality.
What should the development team review in the Custom Agent Action configuration to identify one of the core components of a Custom Agent Action?

Action Triggers
Instructions
Output Types

Answer(s): B

Explanation:

UC's development team needs to identify a core component of a Custom Agent Action in Agent Builder. Let's assess the options.

Option A: Action Triggers

"Action Triggers" isn't a term used in Agentforce Custom Agent Action configuration. Actions are invoked by topics or plans, not standalone triggers, making this incorrect.

Option B: Instructions

Instructions are a core component of a Custom Agent Action in Agentforce. Defined in Agent Builder, they guide the Atlas Reasoning Engine on how to execute the action (e.g., what to do with inputs, how to process data). Reviewing the instructions helps the team understand the action's purpose and logic, making this the correct answer.

Option C: Output Types

While outputs are part of an action's result, "Output Types" isn't a distinct configuration element in Agent Builder. Outputs are determined by the action's execution (e.g., Flow or Apex), not a separate setting, making this less core and incorrect.

Why Option B is Correct:

Instructions are a fundamental component of Custom Agent Actions, providing the AI's execution directives, as per Salesforce documentation.

Reference:

Salesforce Agentforce Documentation: Agent Builder > Custom Actions Highlights instructions as key.

Trailhead: Build Agents with Agentforce Details configuring actions with instructions.

Salesforce Help: Create Custom Actions Confirms instructions' role.

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QUESTION: 50

An Agentforce Specialist wants to troubleshoot their Agent's performance.
Where should the Agentforce Specialist go to access all user interactions with the Agent, including Agent errors, incorrectly triggered actions, and incomplete plans?

Plan Canvas
Agent Settings
Event Logs

Answer(s): C

Explanation:

The Agentforce Specialist needs a comprehensive view of user interactions, errors, and action issues for troubleshooting. Let's evaluate the options.

Option A: Plan Canvas

Plan Canvas in Agent Builder visualizes an agent's execution plan for a single interaction, useful for design but not for aggregated troubleshooting data like errors or all interactions, making it incorrect.

Option B: Agent Settings

Agent Settings configure the agent (e.g., topics, channels), not provide interaction logs or error details. This is for setup, not analysis, making it incorrect.

Option C: Event Logs

Event Logs in Agentforce (accessible via Setup or Agent Analytics) record all user interactions, including errors, incorrectly triggered actions, and incomplete plans. They provide detailed telemetry (e.g., timestamps, action outcomes) for troubleshooting performance issues, making this the correct answer.

Why Option C is Correct:

Event Logs offer the full scope of interaction data needed for troubleshooting, as per Salesforce documentation.

Reference:

Salesforce Agentforce Documentation: Agent Analytics > Event Logs Details interaction and error logging.

Trailhead: Monitor and Optimize Agentforce Agents Recommends Event Logs for troubleshooting.

Salesforce Help: Agentforce Performance Confirms logs for diagnostics.

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QUESTION: 51

Which element in the Omni-Channel Flow should be used to connect the flow with the agent?

Route Work Action
Assignment
Decision

Answer(s): A

Explanation:

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

Option A: Route Work Action

The "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: Assignment

There'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: Decision

The "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.

Reference:

Salesforce Agentforce Documentation: Omni-Channel Integration Specifies "Route Work" for agents.

Trailhead: Omni-Channel Flow Basics Details routing actions.

Salesforce Help: Set Up Omni-Channel Flows Confirms "Route Work" usage.

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QUESTION: 52

What is true of Agentforce Testing Center?

Running tests risks modifying CRM data in a production environment.
Running tests does not consume Einstein Requests.
Agentforce Testing Center can only be used in a production environment.

Answer(s): B

Explanation:

The Agentforce Testing Center is a tool in Agentforce Studio for validating agent performance. Let's evaluate the statements.

Option A: Running tests risks modifying CRM data in a production environment.

Agentforce Testing Center runs synthetic interactions in a controlled environment (e.g., sandbox or isolated test space) and doesn't modify live CRM data. It's designed for safe pre-deployment testing, making this incorrect.

Option B: Running tests does not consume Einstein Requests.

Einstein Requests are part of the usage quota for Einstein Generative AI features (e.g., prompt executions in production). Testing Center uses synthetic data to simulate interactions without invoking live AI calls that count against this quota. Salesforce documentation confirms tests don't consume requests, making this the correct answer.

Option C: Agentforce Testing Center can only be used in a production environment.

Testing Center is available in both sandbox and production orgs, but it's primarily used pre- deployment (e.g., in sandboxes) to validate agents safely. This restriction is false, making it incorrect.

Why Option B is Correct:

Not consuming Einstein Requests is a key feature of Testing Center, allowing extensive testing without impacting quotas, as per Salesforce documentation.

Reference:

Salesforce Agentforce Documentation: Testing Center > Overview Confirms no request consumption.

Trailhead: Test Your Agentforce Agents Notes quota-free testing.

Salesforce Help: Agentforce Testing Details safe, isolated testing.

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