The Salesforce Agentforce Specialist Certification is designed for professionals who want to master AI agents, prompt templates, insights, and governance in Salesforce. If you’re preparing for the exam, you’ll need to know not just the theory but also how to map real-world scenarios to the correct Salesforce feature.
This guide provides a complete breakdown of terms, features, dashboards, and prompt templates — everything you need to feel confident on exam day.
🔹 Core Concepts of Agentforce
- Agentforce → The overall Salesforce platform for AI-powered agents. Handles orchestration, actions, and integrations.
- Agent Builder → The design and testing tool for agents. Helps test utterances before going live.
- Agent Actions → What agents can do: fetch records, call APIs, run flows, or execute custom actions.
💡 Exam Tip: If the question asks about designing and testing agents, the answer is usually Agent Builder.
🔹 Prompt Templates (4 Types You Must Know)
Salesforce offers different prompt templates to guide AI output:
- Record Summary Prompt Template → Summarizes records like Cases or Opportunities.
Use case: “Summarize this case in 3 bullet points.” - Field Generation Prompt Template → Suggests values for record fields.
Use case: “Predict case priority based on description.” - Email Generation Prompt Template → Drafts personalized customer emails.
Use case: “Generate a follow-up email for this opportunity.” - Flex Prompt Template → Most customizable; supports multi-object data and advanced scenarios like product recommendations.
Use case: “Suggest 3 recommended products based on purchase history.”
💡 Exam Tip: If the scenario doesn’t fit summary/email/field generation → the answer is Flex Prompt Template.
🔹 Dashboards & Monitoring
- User Utterances Dashboard → Analyze real-world queries and patterns.
- Agent Event Logs Dashboard → Track system errors, failures, and executions.
- AI Audit & Feedback Dashboard → Monitor bias, compliance, and fairness.
- Agent Analytics Dashboard → Measure agent adoption, success rates, and KPIs.
💡 Exam Tip:
– User queries → User Utterances.
– Errors/troubleshooting → Event Logs.
– Compliance/bias → Audit & Feedback.
– Performance metrics → Analytics.
🔹 Service-Specific Features
- Einstein Reply Recommendations → Suggests real-time replies in chat.
- Einstein Service Replies → AI replies for email or async messaging.
- Case Classification → Auto-suggests field values (priority, product, category).
- Case Summaries / Work Summaries → Summarizes past interactions for faster handoff.
💡 Exam Tip: If the question says “reduce chat typing + auto-suggest case fields” → Answer is Reply Recommendations + Case Classification.
🔹 Insights & Call Analysis
- Einstein Conversation Insights (ECI) → Transcribes and analyzes sales/service calls. Detects competitor mentions, product mentions, and sentiment.
- Limits: Up to 25 products and 50 competitor mentions.
- Setup Requirements: Connect a recording provider, assign permissions, customize insights.
💡 Exam Tip: If it’s about “competitor/product mentions in calls,” the answer is always ECI.
🔹 Data & Integration
- Generative AI REST API → Used to integrate legacy systems with Salesforce’s AI features.
- Knowledge Base → Must publish articles (drafts aren’t used).
- Custom Record Summary Prompt Template → Admin-defined summary style for records.
🔹 Must-Know Limits
- Products in ECI: 25
- Competitors in ECI: 50
- Prompt Templates: 4 types (Summary, Field Gen, Email, Flex)
🏆 Exam Tips & Strategy
- Look for keywords:
– Chat speed → Reply Recommendations
– Case fields → Case Classification
– Competitors/products → ECI
– User queries → Utterances Dashboard
– Governance → Audit Dashboard - Know the limits: 25 products, 50 competitors.
- Flex Prompt Templates = wildcard. Use when the other three don’t fit.
🎯 Conclusion
The Salesforce Agentforce Specialist Exam tests not just knowledge of features, but your ability to map real business scenarios to the correct Salesforce solution. By mastering dashboards, prompt templates, and Einstein features, you’ll be well prepared to ace the exam.
💡 Pro tip: Keep a one-page cheat sheet handy with prompt templates, dashboards, and limits — they’re the most frequent exam traps.
Leave a Reply