Examine Agentforce and Service Cloud
Learning Objectives
After completing this unit, you’ll be able to:
- Describe the process and best practices for building an AI agent that is grounded with a Salesforce knowledge base.
- Explain how to deploy an agent to various digital channels, and how to route conversations from service agents to human agents.
- Describe the various generative AI features within Agentforce for Service and explain how they are used.
Key Topics
This unit prepares you for the Agentforce and Service Cloud section of the Salesforce Agentforce Specialist exam, which makes up 10% of the overall exam. This section of the exam tests these topics.
- Build an agent that answers questions based on Knowledge articles.
- Connect an agent to a digital channel.
- Given a scenario, identify the correct generative AI feature in Agentforce for Service.
Like the previous units, this unit contains practice scenario-based questions and flashcards.
Exam Practice Questions
Ready to jump in? The sample tool is not scored—it's just an easy way to quiz yourself. To use it, read the scenario, then click the answer you think is correct. Some questions might have more than one correct answer. Click Submit to learn whether the answer you chose is correct or incorrect, and why. When you reach the end, you can review the answers or retake the questions.
Did you choose an incorrect answer? Check out the table for related study materials.
Questions |
Study Materials |
|---|---|
1-2 |
Study Agent Action: Answer Questions with Knowledge to understand how the agent action triggers an agent to answer a user’s question based on information from knowledge articles and uploaded files. |
3 |
Learn more about how you can use Einstein Service Replies for Email to create personalized service experiences and reduce customer service representative handling time. |
4 |
Read more about Considerations for Agents in Customer Channels to learn best practices for connecting an AI agent to a digital channel. |
Exam Topic Flashcards
The following flashcards cover key topics within the Agentforce and Service Cloud exam section. Use these interactive flashcards to brush up on some of the key topics you’ll find on this part of the exam.
Read the question or term on each card, then click or tap the card to reveal the correct answer. Click the right-facing arrow to move to the next card, and the left-facing arrow to return to the previous card.
Did you choose an incorrect answer? Check out the table for related study materials.
Flashcards |
Study Materials |
|---|---|
1 |
Complete the Messaging for In-App and Web Optimization module to explore features that enhance your Service Agent’s MIAW experience. |
2 |
Read more about how Agentforce Service Agents can support your customers and create a seamless customer experience. |
3 |
Learn how to use Einstein Work Summaries to save time documenting case summaries. |
4 |
Review Einstein Service Replies to learn how to improve response times with AI-powered suggestions. |
Related Badges
Looking for more information? Explore these related badges.
Content |
Content Type |
|---|---|
|
|
Module |
|
|
Module |
|
|
Module |
Congratulations! You’ve reviewed key information about Agentforce and Service Cloud. Next, let’s take a look at Agentforce and Sales Cloud.