Explanation:

The Planner Service in the Agent system is responsible for:

Action Identification & Execution

1. Analyzes user input (e.g., "Update the case priority") to:
. Match intent to the most relevant Copilot action (e.g., "Change Case Priority").
. Determine execution order if multiple actions are needed.
2. Orchestrates workflows, ensuring actions run in the correct sequence.

Why Not the Other Options?

A. "Generating record queries":
Handled by retrievers or flows, not the Planner.

B. "Real-time translation":
This is a language model feature, not the Planner’s role.

Key Benefit:
Enables multi-step processes (e.g., "Check inventory → place order").

Reference:
Salesforce Help - Planner Service

Explanation:

Comprehensive and Detailed In-Depth Explanation: UC’s agent answers questions using Knowledge articles, configured in Agent Builder. Let’s identify the topic and action.

Option A: General Q&A topic and Knowledge Article Answers action. "General Q&A" is not a standard topic name in Agentforce, and "Knowledge Article Answers" isn’t a predefined action. This lacks specificity and doesn’t match documentation, making it incorrect.

Option B: General CRM topic and Answers Questions with LLM Action. "General CRM" isn’t a default topic, and "Answers Questions with LLM" suggests raw LLM responses, not Knowledge-grounded ones. This doesn’t align with the Knowledge focus, making it incorrect.

Option C: General FAQ topic and Answers Questions with Knowledge Action. In Agent Builder, the "General FAQ" topic is a common default or starting point for question-answering agents. The "Answers Questions with Knowledge" action (sometimes styled as "Answer with Knowledge") is a prebuilt action that retrieves and grounds responses with Knowledge articles. This matches UC’s implementation and is explicitly supported in documentation, making it the correct answer.

Why Option C is Correct: "General FAQ" and "Answers Questions with Knowledge" are the standard topic-action pair for Knowledge-based question answering in Agentforce, per Salesforce resources.

Steps to Configure:

1. In Agent Builder, select the General Q&A topic.
2. Add the Knowledge Article Answers action.
3. Map the action to Knowledge article fields (e.g., title, summary).

This ensures the Agent provides accurate, article-based answers to customer questions.

Explanation:

When deploying Apex code in Salesforce, including Apex classes invoked by Agentforce Agent Actions, the standard Salesforce deployment requirements still apply:

1. At least 75% code coverage is required across all Apex classes.
2. All dependent components (classes, triggers, objects, etc.) must be included in the deployment package if they are not already present in the target org.
3. This ensures the reliability and integrity of the code being introduced into production, regardless of whether it’s used by an agent or another part of the platform.

❌ Why the other options are incorrect:

B. Apex classes invoked by an Agent Action may be deployed with less than 75% test coverage as long as the agent is not activated in production
❌ Incorrect – Salesforce enforces the 75% coverage rule for all production deployments, regardless of whether the code is currently "active" or tied to an active agent.

C. The Apex classes may bypass the 75% code coverage requirement as long as they are only used by the agent
❌ Incorrect – There is no exemption from the 75% requirement based on usage by agents or other features. All code going into a production org must meet this requirement.

✅ Summary:

When deploying Apex used by Agentforce Agent Actions, ensure:
✅ 75% or greater code coverage
✅ All required dependencies are included

These are standard Salesforce deployment requirements that apply to all Apex code, including that used in Agentforce.

Explanation

Universal Containers wants insights into mentions of products and competitors in sales calls. That’s exactly what Einstein Conversation Insights (ECI) is built for. Let’s break down how to configure it:

✅ Steps to meet UC’s requirement:

1. Enable Einstein Conversation Insights (ECI)
This feature uses AI to analyze call transcripts and audio to detect:
Product mentions
Competitor mentions
Next steps
Pricing discussions
Custom keywords

2. Enable Sales Call Recording
To analyze conversations, Salesforce needs:
. Call recordings from integrated tools (like Zoom, Dialpad, Sales Engagement tools).
. Or transcription files.
Enabling sales recording ensures these calls are captured for AI analysis.

3. Assign Permission Sets
Users need the correct permissions to:
. View Conversation Insights.
. Access call summaries, keyword highlights, and analytics dashboards.

4. Customize Insights for Products and Competitors
1. Einstein Conversation Insights allows you to define:
. Up to 50 custom products.
. Up to 50 custom competitors.

2. When any of these terms are mentioned in a call:
. ECI highlights them in the transcript.
. Displays analytics for frequency and trends.

Hence, Option C is correct because it:

✅ Enables Einstein Conversation Insights.
✅ Enables sales call recording (required for insights).
✅ Assigns permission sets.
✅ Supports up to 50 custom product names for keyword detection.

Why the others are incorrect:

Option A (up to 25 products):

Incorrect limit. Salesforce supports up to 50 products in custom keywords for Conversation Insights.

Option B (up to 50 competitor names only):

Only mentions competitors and leaves out products.
The requirement includes both products and competitors.
Also, defining recording managers is optional, not a core step for enabling insights.

Therefore, the correct configuration for UC is:
C. Enable Einstein Conversation Insights, enable sales recording, assign permission sets, and customize insights with up to 50 products.

🔗 Reference

Salesforce Help — Einstein Conversation Insights Overview
Salesforce Help — Customize Keywords for Conversation Insights
Salesforce Blog — How Einstein Conversation Insights Boosts Sales Productivity

Explanation

Let’s clarify what Record Snapshots grounding is:
When designing prompt templates in Einstein Copilot (Agentforce), you can ground the prompt in the current state of a record (a snapshot).

The snapshot includes:
1. The field names and values of the record.
2. Optionally, related lists configured for grounding.

The goal is to provide the LLM with accurate and relevant context about the record.

However, for efficiency and clarity:
✅ Empty or null data is filtered out.

If a field has no value (null/blank), it’s excluded from the Record Snapshot grounding.

This avoids:
1. Wasting tokens on empty or irrelevant data.
2. Confusing the LLM with fields that provide no context.

Thus, the correct answer is:
B. Empty data, such as fields without values or sections without limits, is filtered out.

Why the other options are incorrect:

Option A (Activities such as tasks and events are excluded) is incorrect:

Activities can be included in Record Snapshots if configured as related lists.
There’s no default rule excluding tasks or events.
Whether they’re included depends on how you configure grounding in the prompt template.

Option C (Email addresses associated with the object are excluded) is incorrect:

Email addresses are not automatically excluded from Record Snapshots.
However, sensitive data like emails can be masked by the Einstein Trust Layer if configured.
But there’s no general rule excluding email fields from the snapshot itself.

Therefore, the main consideration is:
✅ Fields or sections without data are filtered out to streamline the snapshot and avoid sending irrelevant or empty info to the LLM.

🔗 Reference
Salesforce Help — Grounding Prompt Templates with Record Snapshots
Salesforce Blog — Tips for Effective Prompt Grounding