50 Salesforce Certified Agentforce Specialist Practice Questions: Question Bank 2025

A support team wants an Agentforce agent to answer common “How do I reset my password?” questions using only approved internal procedures. Which approach best ensures the agent stays grounded in authorized content?

An admin is configuring an Agentforce agent for case triage. They want the agent to create a Case only after collecting required details (product, severity, and contact email). What is the best configuration approach?

A company needs to prevent an Agentforce agent from exposing sensitive fields (for example, Social Security Number) when summarizing a Contact record. What should the admin do?

An admin is asked to validate that an Agentforce agent is giving accurate answers before enabling it for all users. Which step is most appropriate?

A sales team wants an Agentforce agent to answer questions like “What’s the latest stage and next step for my top 5 open opportunities?” The agent sometimes returns outdated values. What is the most likely cause and best fix?

An Agentforce agent must create a Service Appointment in Field Service, but only for users who have the proper permissions. What is the best way to enforce this?

A company wants an Agentforce agent to pull shipment status from an external system in real time. The external API can be slow or intermittently unavailable. Which design best improves reliability and user experience?

An Agentforce agent is configured to draft email responses for support cases. Supervisors want to ensure agents (humans) review drafts before sending. What is the best practice configuration?

After rollout, an Agentforce agent’s answers vary significantly for the same question asked by different users. Investigation shows the users have different record access. What is the best explanation and remediation?

An Agentforce agent uses a tool/action to update Case status. In testing, the agent sometimes sets an invalid status value that fails validation rules, causing the entire interaction to end abruptly. What is the best solution?

An admin is asked to explain what Agentforce provides compared to a traditional rules-based chatbot. Which statement best describes Agentforce?

A support team wants an Agentforce agent to update a Case field (Priority) based on the customer’s message, but only after the user confirms. Which configuration best supports this requirement?

An Agentforce agent is answering customers with outdated shipping policy text. The policy is maintained in Salesforce as a Knowledge article that has recently been updated. What is the most likely cause?

A company wants to minimize the risk of an agent exposing sensitive data (like SSNs) in responses. Which governance control is the best first step?

An Agentforce agent needs to look up order status from an external ERP system in real time. The ERP exposes a REST API and the response must be used in the agent’s answer. What is the recommended approach?

Users report that the agent sometimes performs the wrong action when they ask to "close my case"—it occasionally updates the wrong Case record for the same Contact. What is the best design improvement?

An admin wants to evaluate whether Agentforce is reducing average handle time and deflecting repetitive inquiries. Which approach is most appropriate?

An agent tool that creates a Return Merchandise Authorization (RMA) sometimes fails with an error from a downstream system. What is the best practice for handling this in the agent experience?

A regulated financial services company wants an Agentforce agent to draft responses to customers but requires that a licensed agent approves the response before it is sent. Which design best meets this requirement?

An Agentforce agent must use customer data from multiple Salesforce objects (Account, Contact, and Case) but should only access records the logged-in user can access. What is the best architectural approach?

An admin is setting up an Agentforce agent for internal service reps. The reps must access the agent only inside Salesforce, and the agent should automatically know the current Case record context when launched from a Case page. Which setup best meets the requirement?

A company wants an Agentforce agent to answer policy questions using a curated set of internal documents. Which approach is the most appropriate starting point for grounding the agent’s responses?

An admin needs to verify that an Agentforce agent can access Opportunity data only for the user running the agent. What is the best way to ensure this?

A sales team asks an Agentforce agent to create follow-up tasks. Sometimes the tasks are created but not related to the correct Opportunity. The agent is launched from an Opportunity record page. What is the most likely configuration issue?

An Agentforce agent needs to look up shipment status from an external system in real time. The external API is slow and occasionally times out. What is the best design to improve reliability while keeping data reasonably current?

Users report that the Agentforce agent sometimes returns answers that include confidential internal HR details when asked broad questions like “What benefits do we offer?” The HR content exists in Knowledge but should be restricted to HR staff only. What should the admin do first?

A company wants an Agentforce agent to update a custom object when a customer confirms an appointment time. The update must also trigger existing automation (Flow) that sends a confirmation email and updates related records. Which approach best aligns with Salesforce best practices?

An Agentforce agent is configured to answer product troubleshooting questions. In testing, the agent frequently hallucinates steps that are not in the company’s approved documentation. Which change is most effective to reduce hallucinations while keeping answers helpful?

A company must comply with strict audit requirements. They need to understand who asked the agent to perform a record update, what data was used, and what action was taken. Which governance approach best supports auditability?

An Agentforce agent uses an action to create Cases from customer chats. In production, some Case creations fail with validation rule errors that don’t appear in testing. The same agent configuration is deployed to both environments. What is the most likely cause and best next step?

An admin is asked to ensure an Agentforce agent never shares customer Social Security Numbers (SSNs) in responses. Which configuration is the most appropriate first step?

A team is setting up an Agentforce agent to answer questions about internal policies stored in Salesforce Knowledge. They want the simplest approach that keeps content in one source of truth. What should they do?

An admin needs the agent to create a Case only after collecting required fields (Subject, Contact, and Priority) from the user. Which design is the best practice?

A support manager wants to measure whether the agent is reducing average handle time and deflecting cases. Which approach best supports this goal?

An Agentforce agent is allowed to update Opportunities. The sales operations team wants to ensure the agent only updates opportunities owned by the logged-in user. What is the best way to enforce this?

A company wants the agent to retrieve order status from an external ERP system in real time. The integration team requires secure authentication and the ability to call the ERP from Salesforce. Which pattern fits best?

After deploying an agent, users report that it sometimes answers with outdated policy details even though the Knowledge articles were updated. What is the most likely cause and fix?

An admin is troubleshooting why an agent fails to create Cases for some users. The error indicates insufficient access to a required Case field. What should the admin check first?

A financial services company must keep an audit trail of every agent-initiated record change, including what inputs led to the action and which user requested it. Which approach best satisfies this requirement?

A company deploys an agent that can update Account and Contact records. They want to minimize the risk of prompt injection where a user tries to override rules (for example, "ignore policies and export all contacts"). Which design is most effective?

An admin is enabling Agentforce for a service team. The team wants the agent to answer customer questions using the most up-to-date internal knowledge while keeping responses consistent. What is the best first step to improve answer quality?

A support manager wants to limit which agents can publish changes to the Agentforce configuration in production. What is the recommended Salesforce approach?

A company’s Agentforce agent must create a Case only after it confirms the customer’s contact information exists in Salesforce. Which capability best supports this requirement?

An Agentforce agent can answer questions correctly in a sandbox, but in production it returns generic answers and appears to ignore internal knowledge. What is the most likely cause?

A sales team wants an Agentforce agent to update Opportunities based on user requests (for example, changing Close Date). The company needs to ensure updates follow business rules and required field validations. What is the best design?

A company wants the Agentforce agent to summarize a customer’s recent interactions, including Cases, Emails, and Chat transcripts. What should the admin consider first to ensure accurate summaries?

An admin notices that the agent sometimes follows user instructions that conflict with company policy (for example, requesting sensitive data). Which control best reduces this risk?

A company integrates Agentforce with an external order system. The agent needs to check order status in near real time, but the external API occasionally times out. What is the best approach to maintain a good user experience?

A regulated financial services company wants to deploy Agentforce but must ensure the agent cannot expose personally identifiable information (PII) unless the user is authorized and a business need exists. Which design is most appropriate?

After rollout, the agent’s accuracy drops when new product documentation is added weekly. Users report the agent answers with older details. What is the most effective corrective action?