Agentforce-Specialist
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Agentforce Specialist (Agentforce-Specialist)
The Salesforce Certified Agentforce Specialist exam validates expertise in Agentforce fundamentals, knowledge grounding, automation actions, channel deployment, and trust and safety, preparing professionals to design and manage secure, efficient AI‑driven customer experiences.
105
Minutes
60
Questions
65/100
Passing Score
$200
Exam Cost
Who Should Take This
It is ideal for Salesforce consultants, solution architects, and senior support engineers who have at least two years of experience implementing AI‑enabled customer service platforms. These professionals seek to deepen their technical mastery of Agentforce to deliver compliant, automated workflows across multiple channels.
What's Covered
1
Domain 1: Agentforce Fundamentals
2
Domain 2: Knowledge and Grounding
3
Domain 3: Actions and Automation
4
Domain 4: Channel Deployment
5
Domain 5: Trust and Safety
6
Domain 6: Testing and Quality
7
Domain 7: Analytics
8
Domain 8: Implementation
What's Included in AccelaStudy® AI
Adaptive Knowledge Graph
Practice Questions
Lesson Modules
Console Simulator Labs
Exam Tips & Strategy
20 Activity Formats
Course Outline
64 learning goals
1
Domain 1: Agentforce Fundamentals
2 topics
Architecture
- Identify Agentforce architecture including agents topics actions knowledge and the relationship to Einstein AI platform for autonomous service
- Configure Agentforce environment including agent creation workspace setup and permission configuration for initial platform deployment
- Configure agent types including service agents sales agents and custom agents with their use cases and capability differences
- Analyze organizational requirements to recommend Agentforce architecture supporting autonomous and human-assisted service scenarios
Agent Configuration
- Identify agent configuration components including instructions topics actions and guardrails for shaping agent behavior and responses
- Configure agent instructions including tone directives response constraints escalation triggers and prohibited content rules
- Configure agent topics including descriptions example utterances and classification rules for intelligent conversation routing
- Analyze agent requirements to design configuration strategies optimizing response quality topic coverage and escalation behavior
2
Domain 2: Knowledge and Grounding
2 topics
Knowledge Configuration
- Identify knowledge sources including Salesforce Knowledge articles data cloud and external content for agent grounding and accuracy
- Configure knowledge integration including article selection search configuration and grounding rules for accurate agent responses
- Configure data cloud integration including profile data segment information and real-time attributes for personalized agent interactions
- Analyze knowledge coverage to design content strategies ensuring agent responses are grounded in accurate and current information
Prompt Engineering
- Identify prompt template components including system instructions topic descriptions and action definitions for agent behavior control
- Configure prompt templates including variable insertion context windowing and response formatting for consistent agent output quality
- Configure guardrail definitions including toxicity filters PII detection and content moderation for safe agent interactions
- Analyze prompt effectiveness to design instruction refinements improving response quality accuracy and brand alignment
3
Domain 3: Actions and Automation
2 topics
Agent Actions
- Identify agent action types including flow actions Apex actions and API actions for extending agent capabilities beyond conversation
- Configure flow-based actions including input mapping output handling and error management for declarative agent capability extension
- Configure API actions including endpoint configuration authentication payload mapping and response handling for external integration
- Analyze action requirements to design agent capability architectures supporting complex multi-step task completion scenarios
Workflow Integration
- Identify workflow integration including case creation record updates and approval initiation from agent conversations for automation
- Configure agent-initiated workflows including case escalation appointment scheduling and order processing for service automation
- Configure human handoff workflows including agent transfer context passing and conversation continuity for seamless escalation
- Analyze workflow patterns to design agent automation strategies balancing autonomous resolution with appropriate human escalation
4
Domain 4: Channel Deployment
2 topics
Web and Messaging
- Identify deployment channels including web chat messaging apps voice and email for Agentforce multi-channel presence
- Configure web chat deployment including widget configuration branding and page targeting for customer-facing agent access
- Configure messaging channel deployment including WhatsApp SMS and social messaging for Agentforce multi-channel engagement
- Analyze channel requirements to design deployment strategies optimizing agent availability across customer-preferred channels
Slack Integration
- Identify Slack integration features including agent mentions channel monitoring and direct message handling for internal Agentforce use
- Configure Slack agent deployment including channel assignment trigger configuration and response formatting for team assistance
- Configure internal agent use cases including IT helpdesk HR support and knowledge retrieval for employee-facing agent scenarios
- Analyze internal usage patterns to design Slack agent deployments maximizing employee productivity and knowledge access
5
Domain 5: Trust and Safety
2 topics
Trust Layer
- Identify Einstein Trust Layer components including toxicity detection PII masking grounding verification and audit logging for safety
- Configure trust layer settings including content filtering sensitivity levels and moderation thresholds for appropriate agent behavior
- Configure PII handling including detection rules masking behavior and data processing restrictions for privacy compliance
- Analyze trust layer effectiveness to recommend configuration adjustments balancing safety controls with agent helpfulness
Monitoring and Compliance
- Identify compliance features including conversation logging audit trails and supervisory review for regulated industry agent deployment
- Configure monitoring dashboards tracking agent accuracy safety violations and escalation rates for operational oversight
- Configure compliance controls including data retention conversation archival and regulatory audit export for governance
- Analyze compliance data to design governance frameworks supporting agent deployment in regulated industries with audit requirements
6
Domain 6: Testing and Quality
2 topics
Agent Testing
- Identify testing approaches including conversation testing scenario validation and regression testing for Agentforce quality assurance
- Configure test scenarios including topic coverage edge case handling and multi-turn conversation validation for comprehensive testing
- Configure automated testing including test utterance libraries expected response validation and accuracy scoring for quality monitoring
- Analyze test results to design quality improvement strategies addressing response accuracy topic coverage and conversation flow
Performance Tuning
- Identify performance factors including response latency grounding accuracy and conversation resolution rate for agent optimization
- Configure performance monitoring including response time tracking accuracy metrics and customer satisfaction scoring for health
- Configure A/B testing including prompt variation testing topic routing experiments and action configuration comparison for optimization
- Analyze performance data to recommend agent tuning strategies improving resolution rates reducing escalation and enhancing quality
7
Domain 7: Analytics
2 topics
Agent Analytics
- Identify agent analytics including conversation metrics resolution rates topic distribution and sentiment analysis for measurement
- Configure analytics dashboards including conversation volume resolution metrics satisfaction scores and topic trending for oversight
- Configure Einstein analytics integration including predictive models trend detection and anomaly alerting for proactive management
- Analyze agent performance data to design optimization strategies improving autonomous resolution rates and customer satisfaction
ROI Measurement
- Identify ROI metrics including case deflection rate cost-per-resolution agent handling time savings and customer satisfaction impact
- Configure ROI dashboards including cost comparison volume trending and satisfaction correlation for business value demonstration
- Configure capacity planning including volume forecasting resource modeling and scaling projections for infrastructure planning
- Analyze business impact data to design expansion strategies prioritizing high-value agent use cases and channel deployments
8
Domain 8: Implementation
2 topics
Deployment Strategy
- Identify implementation phases including pilot design knowledge preparation channel deployment and expansion for Agentforce projects
- Configure pilot programs including use case selection success criteria and feedback collection for controlled initial deployment
- Configure knowledge preparation including article gap analysis content optimization and grounding validation for agent readiness
- Analyze pilot results to design expansion roadmaps scaling successful agent deployments across channels and use cases
Change Management
- Identify change management for AI including stakeholder education expectation setting and trust building for agent adoption
- Configure training programs including agent supervisor training customer communication and FAQ preparation for launch readiness
- Configure feedback loops including customer feedback collection agent performance review and continuous improvement for optimization
- Analyze adoption data to design change management strategies building organizational confidence in autonomous agent capabilities
Scope
Included Topics
- Salesforce Certified Agentforce Specialist exam topics.
Not Covered
- Custom Apex/LWC development.
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