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Correct : A

Agent Analytics: This tool is specifically designed to provide usability insights for Salesforce agents. It tracks metrics like adoption rates, task completion times, and efficiency levels, helping organizations identify areas where agents excel or need additional support.

Agentforce Analytics: This term does not correspond to a recognized Salesforce feature.

Agent Studio Analytics: This is unrelated to analyzing agent usability, as it primarily supports customization or development features rather than providing analytics for adoption.

Thus, Agent Analytics is the correct recommendation as it offers actionable insights to drive agent adoption and productivity.

'Boost Adoption with Analytics Tools | Salesforce' .

Correct : C

The AI audit trail in Salesforce provides a detailed log of AI activities, including the data used, its handling, and masking procedures applied in the Einstein Trust Layer. It allows the AI Specialist to inspect and verify that sensitive data, such as addresses, is appropriately masked before being used in prompts or outputs.

Enable data encryption on the address field: While encryption ensures data security at rest or in transit, it does not verify masking in AI operations.

Review the platform event logs: Platform event logs capture system events but do not specifically focus on the handling or masking of sensitive data in AI processes.

Inspect the AI audit trail: This is the most relevant option, as it provides visibility into how data is processed and masked in AI activities.

'How Salesforce Ensures Trust in AI with Einstein Trust Layer | Salesforce' .

Correct : B

Service Replies: This generative AI feature automates and assists in generating accurate, contextual, and efficient replies for customer service agents. It uses past interactions, case data, and the context of the conversation to provide draft responses, thereby enhancing productivity and reducing response times.

Case Summaries: Summarizes case information but does not assist directly in replying to customer chats.

Case Escalation: Refers to moving cases to higher-level support teams but does not address the need to improve chat response productivity.

Thus, Service Replies is the best feature for this requirement as it directly aligns with improving agent efficiency in replying to chats.

'Boost Productivity with Generative AI in Service Cloud | Salesforce Trailhead' .

Correct : C

When creating a custom action for Einstein Bots in Salesforce (including Agentforce),Action Instructionsare critical for defining how the bot processes and executes the action. These instructions guide the bot on the logic to follow, such as API calls, data transformations, or conditional steps. Testing and iterating on the instructions ensures the bot understands how to handle dynamic inputs, external integrations, and decision-making.

Salesforce documentation emphasizes thatAction Instructionsdirectly impact the bot's ability to execute workflows accurately. For example, poorly defined instructions may lead to incorrect API payloads or failure to parse responses. TheEinstein Bot Developer Guidehighlights that refining instructions is essential for aligning the bot's behavior with business requirements.

In contrast:

Action Name(A) is a static identifier and does not affect functionality.

Action Input(B) defines parameters passed to the action but does not dictate execution logic.

Thus, iterating onAction Instructions(C) ensures the action performs as expected.

Salesforce Help Article:Create Custom Actions for Einstein Bots

Einstein Bot Developer Guide: 'Custom Action Configuration Best Practices' (Section 4.3).

Correct : C

Agentforce Sales Agent provides real-time insights and AI-powered recommendations, which are designed to streamline the sales process and help sales representatives focus on key tasks to increase conversion rates. It offers features like lead scoring, opportunity prioritization, and proactive recommendations, ensuring that sales teams can interact with customers efficiently and close deals faster.

Option A: While tracking customer interactions is beneficial, it is only part of the broader capabilities offered by Agentforce Sales Agent and is not the primary objective for improving real-time productivity.

Option B: Agentforce Sales Agent does not automate the entire sales process but provides actionable recommendations to assist the sales team.

Option C: This aligns with the tool's core purpose of enhancing productivity and driving sales success.

'Einstein Next Best Action for Sales Teams | Salesforce Trailhead' .