AI-201 Exam Questions
314 real AI-201 exam questions with expert-verified answers and explanations. Page 2 of 7.
- Question #51Case Management and Workflow Automation
Which element in the Omni-Channel Flow should be used to connect the flow with the agent?
Omni-Channel FlowRoute Work ActionAgent RoutingWorkflow Automation - Question #52AI Features for Service (e.g., Einstein Bots, Next Best Action)
What is true of Agentforce Testing Center?
Agentforce Testing CenterEinstein RequestsAI TestingService Cloud AI - Question #53AI Features for Service (e.g., Einstein Bots, Next Best Action)
Universal Containers (UC) wants to enable its sales team to use AI to suggest recommended products from its catalog. Which type of prompt template should UC use?
Salesforce Prompt TemplatesFlex Prompt TemplateAI Product RecommendationsEinstein GPT - Question #54AI Features for Service (e.g., Einstein Bots, Next Best Action)
A data scientist needs to view and manage models in Einstein Studio, and also needs to create prompt templates in Prompt Builder. Which permission sets should an Agentforce Special...
Salesforce PermissionsEinstein StudioPrompt BuilderData Cloud - Question #55AI Features for Service (e.g., Einstein Bots, Next Best Action)
Universal Containers wants to leverage the Record Snapshots grounding feature in a prompt template. What preparations are required?
AI GroundingPrompt TemplatesPage LayoutsRecord Snapshots - Question #56AI Features for Service (e.g., Einstein Bots, Next Best Action)
Which scenario best demonstrates when an Agentforce Data Library is most useful for improving an AI agent's response accuracy?
AI Agent AccuracyData LibraryKnowledge Grounding - Question #57AI Features for Service (e.g., Einstein Bots, Next Best Action)
Universal Containers (UC) wants to build an Agentforce Service Agent that provides the latest, active, and relevant policy and compliance information to customers. The agent must:...
AI AgentsKnowledge RetrievalData LibraryGrounded Responses - Question #58Knowledge Management and Self-Service
Universal Containers deploys a new Agentforce Service Agent into the company's website but is getting feedback that the Agentforce Service Agent is not providing answers to custome...
Knowledge ManagementPermissionsService Cloud IntegrationAccess Control - Question #59Service Cloud Fundamentals for Agents
Universal Containers would like to route SMS text messages to a service rep from an Agentforce Service Agent. Which Service Channel should the company use in the flow to ensure it'...
SMS RoutingService ChannelsMessaging for ServiceOmni-Channel - Question #60AI Features for Service (e.g., Einstein Bots, Next Best Action)
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 m...
AI email draftingSales ProductivityGenerative AIAgent Actions - Question #61AI Features for Service (e.g., Einstein Bots, Next Best Action)
Universal Containers is considering leveraging the Einstein Trust Layer in conjunction with Einstein Generative AI Audit Data. Which audit data is available using the Einstein Trus...
Einstein Trust LayerGenerative AI AuditData MaskingToxicity Detection - Question #62AI Features for Service (e.g., Einstein Bots, Next Best Action)
What is An Agentforce able to do when the "Enrich event logs with conversation data" setting in Agent is enabled?
Agentforce settingsConversation loggingCopilot analyticsSession data - Question #63AI Features for Service (e.g., Einstein Bots, Next Best Action)
Universal Containers' current AI data masking rules do not align with organizational privacy and security policies and requirements. What should An Agentforce recommend to resolve...
AI Data MaskingEinstein Trust LayerData PrivacyAI Security - Question #64AI Features for Service (e.g., Einstein Bots, Next Best Action)
An administrator wants to check the response of the Flex prompt template they've built, but the preview button is greyed out. What is the reason for this?
Flex prompt templatePrompt previewRecord selectionEinstein GPT - Question #65AI Features for Service (e.g., Einstein Bots, Next Best Action)
Universal Containers' data science team is hosting a generative large language model (LLM) on Amazon Web Services (AWS). What should the team use to access externally-hosted models...
External AI IntegrationGenerative AISalesforce Model BuilderAWS - Question #66AI Features for Service (e.g., Einstein Bots, Next Best Action)
An administrator is responsible for ensuring the security and reliability of Universal Containers' (UC) CRM data. UC needs enhanced data protection and up-to-date AI capabilities....
Einstein Trust LayerDynamic GroundingAI SecuritySecure Data Retrieval - Question #67AI Features for Service (e.g., Einstein Bots, Next Best Action)
A Salesforce Administrator is exploring the capabilities of Agent to enhance user interaction within their organization. They are particularly interested in how Agent processes use...
Salesforce AgentGenerative AILarge Language Models (LLM)User Request Processing - Question #68AI Features for Service (e.g., Einstein Bots, Next Best Action)
How does the Einstein Trust Layer ensure that sensitive data is protected while generating useful and meaningful responses?
Einstein Trust LayerData MaskingAI SecurityData Privacy - Question #69AI Features for Service (e.g., Einstein Bots, Next Best Action)
What is the role of the large language model (LLM) in executing an Agent Action?
Large Language ModelsAI AgentsAction OrchestrationService AI Features - Question #70Knowledge Management and Self-Service
A service agent is looking at a custom object that stores travel information. They recently received a weather alert and now need to cancel flights for the customers that are relat...
Knowledge Article CreationAgent CapabilitiesKnowledge Management - Question #71AI Features for Service (e.g., Einstein Bots, Next Best Action)
An Agentforce has created a copilot custom action using flow as the reference action type. However, it is not delivering the expected results to the conversation preview, and there...
Einstein CopilotCustom ActionsTroubleshootingDynamic Debugging - Question #72AI Features for Service (e.g., Einstein Bots, Next Best Action)
A support team handles a high volume of chat interactions and needs a solution to provide quick, relevant responses to customer inquiries. Responses must be grounded in the organiz...
Einstein for ServiceGenerative AIService RepliesChat support - Question #73Service Cloud Fundamentals for Agents
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?
Agent ConsoleRecord DeletionFeature LimitationsActivity Management - Question #74AI Features for Service (e.g., Einstein Bots, Next Best Action)
Where should the Agentforce Specialist go to add/update actions assigned to a copilot?
Salesforce CopilotCopilot ActionsAI Feature Management - Question #75Case Management and Workflow Automation
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...
Operational efficiencyWorkflow automationService Agent toolsProcess improvement - Question #76AI Features for Service (e.g., Einstein Bots, Next Best Action)
Northern Trail Outfitters (NTO) wants to configure Einstein Trust Layer in its production org but is unable to see the option on the Setup page. After provisioning Data Cloud, whic...
Einstein Trust LayerEinstein Generative AISalesforce ConfigurationData Cloud - Question #77AI Features for Service (e.g., Einstein Bots, Next Best Action)
Universal Containers has seen a high adoption rate of a new feature that uses generative AI to populate a summary field of a custom object, Competitor Analysis. All sales users hav...
Generative AIUser PermissionsFeature Access - Question #78AI Features for Service (e.g., Einstein Bots, Next Best Action)
Universal Containers (UC) is implementing Einstein Generative AI to improve customer insights and interactions. UC needs audit and feedback data to be accessible for reporting purp...
Einstein Generative AIData CloudAudit DataReporting Data Storage - Question #79AI Features for Service (e.g., Einstein Bots, Next Best Action)
In Model Playground, which hyperparameters of an existing Salesforce-enabled foundational model can An Agentforce change?
AI ConfigurationHyperparametersModel PlaygroundGenerative AI - Question #80AI Features for Service (e.g., Einstein Bots, Next Best Action)
How should an organization use the Einstein Trust layer to audit, track, and view masked data?
Einstein Trust LayerAudit TrailData MaskingLLM Security - Question #81AI Features for Service (e.g., Einstein Bots, Next Best Action)
An Agentforce implements Einstein Sales Emails for a sales team. The team wants to send personalized follow-up emails to leads based on their interactions and data stored in Salesf...
Einstein Sales EmailsAI GroundingPersonalizationDraft with Einstein - Question #82AI Features for Service (e.g., Einstein Bots, Next Best Action)
Universal Containers needs a tool that can analyze voice and video call records to provide insights on competitor mentions, coaching opportunities, and other key information. The g...
Call analysisConversation intelligenceCoachingCompetitive intelligence - Question #83AI Features for Service (e.g., Einstein Bots, Next Best Action)
Universal Containers (UC) has a mature Salesforce org with a lot of data in cases and Knowledge articles. UC is concerned that there are many legacy fields, with data that might no...
Einstein AIService AI GroundingGenerative AI for ServiceAI data control - Question #84AI Features for Service (e.g., Einstein Bots, Next Best Action)
Universal Containers (UC) is Implementing Service AI Grounding to enhance its customer service operations. UC wants to ensure that its AI- generated responses are grounded in the m...
Service AI GroundingAI FeaturesSalesforce ObjectsData Grounding - Question #85AI Features for Service (e.g., Einstein Bots, Next Best Action)
What is the main purpose of Prompt Builder?
Prompt BuilderLarge Language Models (LLM)Reusable PromptsSalesforce AI - Question #86AI Features for Service (e.g., Einstein Bots, Next Best Action)
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 cap...
Einstein Service RepliesAI-generated responsesKnowledge integrationAgent productivity - Question #87AI Features for Service (e.g., Einstein Bots, Next Best Action)
Universal Containers (UC) wants to use Flow to bring data from unified Data Cloud objects to prompt templates. Which type of flow should UC use?
Salesforce FlowData CloudGenerative AIPrompt Templates - Question #88AI Features for Service (e.g., Einstein Bots, Next Best Action)
Universal Containers (UC) is using Einstein Generative AI to generate an account summary. UC aims to ensure the content is safe and inclusive, utilizing the Einstein Trust Layer's...
Einstein Generative AIEinstein Trust LayerToxicity ScoringContent Safety - Question #89AI Features for Service (e.g., Einstein Bots, Next Best Action)
The marketing team at Universal Containers is looking for a way personalize emails based on customer behavior, preferences, and purchase history. Why should the team use Agent as t...
AI PersonalizationContent GenerationCustomer EngagementMarketing Personalization - Question #90AI Features for Service (e.g., Einstein Bots, Next Best Action)
Universal Containers wants to use an external large language model (LLM) in Prompt Builder. What should An Agentforce recommend?
External LLM IntegrationPrompt BuilderEinstein StudioBYO-LLM - Question #91AI Features for Service (e.g., Einstein Bots, Next Best Action)
Universal Containers Is Interested In Improving the sales operation efficiency by analyzing their data using Al-powered predictions in Einstein Studio. Which use case works for thi...
Einstein StudioPredictive AnalyticsSales EfficiencyCustomer Lifetime Value - Question #92AI Features for Service (e.g., Einstein Bots, Next Best Action)
An Agentforce at Universal Containers is working on a prompt template to generate personalized emails for product demonstration requests from customers. It is important for the Al-...
Prompt EngineeringAI Prompt TemplatesGenerative AI - Question #93AI Features for Service (e.g., Einstein Bots, Next Best Action)
An Agentforce wants to ground a new prompt template with the User related list. What should the Agentforce Specialist consider?
Prompt TemplatesAI GroundingSalesforce AIData Sources for AI - Question #94AI Features for Service (e.g., Einstein Bots, Next Best Action)
Which use case is best supported by Salesforce Agent's capabilities?
Generative AIConversational AIAgent productivityEinstein for Service - Question #95AI Features for Service (e.g., Einstein Bots, Next Best Action)
An Agentforce wants to use the related lists from an account in a custom prompt template. What should the Agentforce Specialist consider when configuring the prompt template?
Prompt TemplatesMerge FieldsRelated ListsAI Integration - Question #96AI Features for Service (e.g., Einstein Bots, Next Best Action)
Universal Containers (UC) wants to enable its sales reps to explore opportunities that are similar to previously won opportunities by entering the utterance, "Show me other opportu...
Salesforce AI AgentsStandard Agent ActionsOpportunity ExplorationAI Features - Question #97Service Cloud Fundamentals for Agents
Universal Containers is planning a marketing email about products that most closely match a customer's expressed interests. What should An Agentforce recommend to generate this ema...
Sales Email TemplatesPersonalized CommunicationCustomer EngagementAgent Productivity Tools - Question #98AI Features for Service (e.g., Einstein Bots, Next Best Action)
An Agentforce is creating a custom action in Agent. Which option is available for the Agentforce Specialist to choose for the custom copilot action?
Custom ActionsSalesforce FlowsCopilotAutomation - Question #99AI Features for Service (e.g., Einstein Bots, Next Best Action)
Universal Containers (UC) wants to assess Salesforce's generative features but has concerns over its company data being exposed to third- party large language models (LLMs). Specif...
Einstein Trust LayerGenerative AI SecurityData PrivacyZero-Data Retention - Question #100AI Features for Service (e.g., Einstein Bots, Next Best Action)
What is the correct process to leverage Prompt Builder in a Salesforce org?
Prompt BuilderGenerative AISalesforce AIPrompt Engineering