Agentforce Specialist Exam Study Guide Flashcards
(174 cards)
1
Q
What is the main benefit of using a Knowledge article in an Agentforce Data Library?
A
It provides a structured, searchable repository of approved documents so the agent can retrieve reliable information for each inquiry.
This allows agents to access accurate and up-to-date information efficiently.
2
Q
After configuring and saving a Salesforce Agentforce Data Library, which components are automatically created and available in Data Cloud?
A
- A data pipeline
- An indexing engine
- A query processor
These components facilitate the management and retrieval of data.
3
Q
How should Universal Containers resolve a missing required field in their retriever configuration?
A
Modify the retriever’s configuration to include the desired field.
This ensures that all necessary data is accessible for accurate responses.
4
Q
What best describes the data preparation process in Data Cloud?
A
Data preparation involves loading, chunking, vectorizing, and storing content in a search-optimized manner to support retrieval from the vector database.
This process is critical for effective data access and utilization.
5
Q
When is an Agentforce Data Library most useful for improving an AI agent’s response accuracy?
A
When the AI agent must provide answers based on a curated set of policy documents that are stored, regularly updated, and indexed in the data library.
Regular updates ensure the accuracy and relevance of the information retrieved.
6
Q
How does an Agentforce Data Library simplify and enable precise customer responses?
A
It automates the ingestion, taxonomical classification, and storage of knowledge in Data Cloud for precision keyword search retrieval.
This allows agents to ground prompts with relevant information quickly.
7
Q
What causes the absence of the Knowledge-based Data Library option for an administrator in Einstein Data Libraries?
A
Salesforce Knowledge is not enabled in the organization.
Without enabling Salesforce Knowledge, the option will not be available.
8
Q
How does the AI retriever function within Data Cloud?
A
It performs contextual searches over an indexed repository to quickly fetch the most relevant documents.
This enables grounding AI responses with trustworthy, verifiable information.
9
Q
What should Universal Containers verify if agent answers using PDF files are not satisfactory?
A
Check that the agent has the PDF file field permission access for the data library.
Proper permissions are essential for accessing the necessary data.
10
Q
Which configuration aspect should Universal Containers prioritize to ensure minimal latency in AI responses?
A
Define the retriever’s filters to limit the scope of each search efficiently.
Efficient filtering can significantly reduce response time.
11
Q
What is true about changing the data source for an Agentforce Data Library after it has been selected?
A
The data source cannot be changed after it is selected.
This limitation necessitates careful selection during initial configuration.
12
Q
What action should Universal Containers take if a custom retriever returns too many irrelevant results?
A
Define filters to narrow the search results based on specific conditions.
This helps in retrieving only the most relevant data.
13
Q
What is a valid use case for Data Cloud retrievers?
A
Returning relevant data from the vector database to augment a prompt.
This enhances the AI’s ability to provide informed responses.
14
Q
What is the primary benefit of using a custom retriever with filters?
A
Fine-grained control over which data is returned for AI responses.
This allows for more precise and relevant information retrieval.
15
Q
Which type of Salesforce data can an Agentforce prompt template be grounded against?
A
Data Library.
This allows the AI to utilize specific data sources for generating responses.
16
Q
What occurs once an Agentforce Data Library containing uploaded files is created and configured?
A
Indexes the uploaded files into Data Cloud.
This indexing is crucial for retrieval and search optimization.
17
Q
What should Universal Containers do to ground its AI models with relevant CRM data?
A
Set up an Agentforce Data Library to index and retrieve relevant CRM data.
This integration is essential for effective AI model training.
18
Q
What prompt template type is recommended for populating a dynamic form field with a summary created by a large language model?
A
Field Generation.
This template type is designed for generating dynamic content.
19
Q
What should a Salesforce Administrator create to generate personalized, targeted emails using customer interaction data?
A
Create a Sales Email prompt template type.
This allows for reusing templates across different products and customers.
20
Q
What is the reason for a greyed-out preview button in the Flex prompt template?
A
The records related to the prompt have not been selected.
Selecting a record is necessary to test the prompt.
21
Q
What must an administrator do to enable the preview button for a Flex prompt template?
A
Select the records related to the prompt.
The preview button is greyed out until at least one record is selected.
22
Q
Which grounding technique should an Agentforce Specialist use to include data from the related list of opportunities in a prompt template?
A
Use merge fields to reference the default related list of opportunities.
This ensures that the prompt template can access the relevant data.
23
Q
What critical step did the Agentforce Specialist miss if the AI Analysis field does not show the (Sparkle) icon?
A
They forgot to edit the Lightning page layout and associate the field to a prompt template.
This step is necessary for the field to be recognized as part of the prompt template.
24
Q
How should Universal Containers access data from five unrelated objects in a prompt template?
A
Create a flex template and use the five objects as inputs.
This method allows integration of multiple data sources.
25
What considerations should an Agentforce Specialist keep in mind when using Record Snapshots grounding in a prompt template?
Activities such as tasks and events are excluded.
## Footnote
This means only certain types of data will be included in the snapshot.
26
What should Universal Containers use to generate a marketing email about products that match a customer's interests?
Custom sales email template which is grounded with interest and product information.
## Footnote
This approach personalizes the content based on customer data.
27
Which key practices should Universal Containers prioritize to refine its prompt design strategy?
Create concise, clear, and consistent prompt templates with effective grounding, contextual role-playing, clear instructions, and iterative feedback.
## Footnote
These practices help improve the quality of generated outputs.
28
Which Salesforce solution best suits a sales manager's need for contacting leads at scale with customized communications?
Einstein Sales Assistant.
## Footnote
This tool is designed to enhance sales communication efficiency.
29
What type of flow should Universal Containers use to bring data from unified Data Cloud objects to prompt templates?
Unified-object linking flow.
## Footnote
This flow type facilitates data integration across different systems.
30
What is the cause of random token limit errors in a Field Generation prompt template?
The number of tokens generated by the dynamic nature of the prompt template will vary by record.
## Footnote
This variability can lead to exceeding token limits unexpectedly.
31
What preparations are required for leveraging the Record Snapshots grounding feature in a prompt template?
Create a field set for all the fields to be grounded.
## Footnote
Field sets are necessary to define which fields will be included in the snapshot.
32
What specific use case necessitates the use of Prompt Builder for enhancing customer support productivity?
Creating a draft of a support bulletin post for new product patches.
## Footnote
This use case requires structured content generation.
33
What is the correct process to leverage Prompt Builder in a Salesforce org?
Enable the target object for generative prompting, develop the prompt within the prompt workspace, select records to fine-tune and ground the response, enable the Trust Layer, and associate the prompt to an action.
## Footnote
This systematic approach ensures proper configuration.
34
Why might a draft email generated by Einstein Generative AI contain placeholders?
The user does not have permission to access the fields.
## Footnote
Permissions can restrict access to certain data, leading to placeholders in generated content.
35
What solution should an Agentforce Specialist implement to create and display a summary of a sales order?
Create a screen flow to collect sales order number and invoke the prompt template using the standard 'Prompt Template' flow action.
## Footnote
This allows for user interaction and data retrieval.
36
What is true about prompt templates in Salesforce?
Prompt templates can be stored and reused across multiple flows and components.
## Footnote
This feature enhances efficiency and consistency in template usage.
37
What is the likely cause of receiving an error message stating 'The prompt template is invalid'?
The prompt template contains syntax errors.
## Footnote
Syntax errors can prevent proper execution of the template.
38
What should Universal Containers do to ensure the effectiveness of a new prompt template for generating personalized email responses?
Test the prompt template with various customer data scenarios.
## Footnote
Testing helps identify issues and improve accuracy.
39
What should Universal Containers implement to ensure AI agents provide accurate responses across different channels?
Create a prompt template that can be used across different channels and users.
## Footnote
Standardization across channels improves response consistency.
40
What is the likely cause of generated sales pitches not being accurate and relevant?
The prompt template is too generic and does not include enough customer-specific variables.
## Footnote
Specificity enhances relevance in generated content.
41
What should Universal Containers consider when creating prompt templates for customer inquiries?
Tailor them to specific use cases and customer needs.
## Footnote
Customization improves effectiveness and user satisfaction.
42
What is automatically saved with a new prompt template?
Prompt metadata.
## Footnote
Metadata includes essential details about the template.
43
Which data source should Universal Containers use to retrieve relevant customer data for a new prompt template?
Salesforce CRM data.
## Footnote
CRM data is the primary source for customer-related information.
44
What is the likely cause of generated pitches not reflecting the latest product information?
The prompt template is not integrated with the product catalog.
## Footnote
Integration is necessary for up-to-date information retrieval.
45
What is the purpose of grounding a prompt template with relevant data?
To ensure that the AI agent generates a response that is accurate and relevant to the user's request.
## Footnote
Grounding aligns the AI output with user expectations.
46
What options are available for deploying an Agentforce Agent to production?
Deploy flows, Apex, and all agent-related items using either change sets or the Salesforce CLI/Metadata API.
## Footnote
This flexibility allows for effective deployment strategies.
47
Which tool should an Agentforce Specialist recommend for understanding user utterances for a custom Agent action?
Model Playground.
## Footnote
This tool is designed for testing and refining understanding of user inputs.
48
Which standard Agent action helps sales reps draft personalized emails based on previous communications?
Agent Action: Draft or Revise Sales Email.
## Footnote
This action leverages historical data for personalized communication.
49
How does the large language model (LLM) in Agentforce execute an action based on user requests?
Using a dialog pattern, the LLM matches the user query to the available topic, action, and steps then performs the steps for each action.
## Footnote
This allows for dynamic response generation.
50
What is the role of the large language model (LLM) in understanding intent and executing an Agent Action?
Identify the best matching topic and actions and correct order of execution.
## Footnote
This ensures that the user request is processed accurately.
51
What action should Universal Containers take to ensure the Agentforce Service Agent can run a new flow?
Assign the Run Flows permission to the Agentforce Agent user.
## Footnote
Proper permissions are essential for executing flows.
52
Which setting should the Agentforce Specialist test and iterate on for a custom action?
Action Input.
## Footnote
Testing inputs ensures that the action performs as expected.
53
How should an Agentforce Specialist apply conversational AI to query order fulfillment status?
Create a custom Agent action which calls a flow.
## Footnote
This method effectively integrates conversational capabilities with existing workflows.
54
What should an Agentforce Specialist do to apply conversational AI to the order fulfillment process?
Create a custom Agent action which calls a flow.
## Footnote
This approach allows for tailored interactions based on specific needs.
55
What should the Agentforce Specialist investigate when users complain about incorrect sales summaries?
Review the Action Instructions to ensure they are unique.
## Footnote
Unique Action Instructions help in accurately mapping user utterances to the correct summaries.
56
What is the primary function of the reasoning engine in Agentforce?
Identifying agent topics and actions to respond to user utterances.
## Footnote
This function is crucial for understanding and processing user requests.
57
How should an Agentforce Specialist assign actions to an Agent?
Assign the action to a Topic first in Agent Builder.
## Footnote
Proper assignment ensures that agents can respond appropriately based on defined topics.
58
What should Universal Containers do to explore opportunities similar to previously won ones?
Create a custom Agent action calling a flow.
## Footnote
This allows for dynamic querying based on user input.
59
Which standard action will be used for the utterance, 'Show me all the customers in New York'?
Query Records.
## Footnote
This action is commonly used for retrieving lists of records based on criteria.
60
How does an Agent respond when it can't understand a request?
With a preconfigured message, based on the action type.
## Footnote
This ensures users receive feedback even when requests are unclear.
61
What is likely causing the Agentforce Service Agent to not provide answers to IT staff?
The Agentforce Service Agent has not been activated and remains in draft mode.
## Footnote
Activation is essential for functionality.
62
What change must be made for an Agentforce Service Agent to assist with a new product replacement process?
The permission set group assigned to the Agent User needs to grant access to the Product Replacement flow.
## Footnote
Access permissions are critical for enabling new functionalities.
63
Which permission sets should users have to create and execute prompt templates?
Prompt Template Manager for creating templates and Prompt Template User for executing templates.
## Footnote
These roles ensure proper management and execution of templates.
64
What issue might prevent sales reps from finding the new Agentforce Sales Development Representative (SDR)?
Sales rep users profiles are missing the Allow SDR Agent permission.
## Footnote
Missing permissions can restrict access to new features.
65
What is an important consideration when deploying Apex invoked by an Agent Action?
The Apex classes must have at least 75% code coverage from unit tests, and all dependencies must be in the deployment package.
## Footnote
This is a requirement for ensuring code quality and reliability.
66
Why might one user not see the generative AI-enabled field icon next to the summary field?
The user does not have the Prompt Template User permission set assigned.
## Footnote
Proper permissions are necessary for feature visibility.
67
What permission set should be used for sales reps to only execute prompt templates?
Prompt Template User permission set.
## Footnote
This set allows users to run templates without creating them.
68
What does enabling 'Enrich event logs with conversation data' allow an Agentforce Specialist to do?
View session data including user input and Agent responses for sessions over the past 7 days.
## Footnote
This feature facilitates analysis of agent interactions.
69
What should the Agentforce Specialist recommend for efficiently testing a large number of utterances?
Create a CSV file with UC's test cases in Agentforce Testing Center using the testing template.
## Footnote
Structured testing aids in validating agent performance.
70
What is true about running tests in Agentforce Testing Center?
Running tests does not consume Einstein Requests.
## Footnote
This allows for extensive testing without impacting resource limits.
71
Which feature can track the effectiveness and trust of AI agents?
Agentforce Audit Trails.
## Footnote
This feature provides insights into agent performance.
72
What capability allows UC to create a comprehensive test suite for AI agent validation?
Agentforce Testing Center.
## Footnote
This center is designed for thorough testing of agent responses.
73
What is the maximum number of prompt templates that can be tested in the Agentforce Testing Center at once?
The number of prompt templates that can be tested in a single run is limited to 10.
## Footnote
This limit ensures manageable testing scenarios.
74
What feature should a support team use for quick responses grounded in the knowledge base?
Einstein Knowledge Recommendations.
## Footnote
This feature helps maintain response accuracy and consistency.
75
Which object stores the conversation transcript between the customer and the agent?
Messaging Session.
## Footnote
This object captures the interaction details for reference.
76
Which tool connects the service agent conversation to a human agent queue for escalation?
Outbound Omni-Channel Flow.
## Footnote
This tool is essential for routing interactions appropriately.
77
What is the core requirement when breaking down scenarios?
Identify the core problem/requirement
78
What should be determined in relation to Agentforce/Salesforce features?
Determine the relevant Agentforce/Salesforce features
79
What is essential to focus on when evaluating answer options?
Evaluate each answer option against the problem and best practices
80
Define grounding in the context of AI responses.
Understanding how data is used to ground AI responses
81
What are the different types of prompt templates?
Field Generation, Sales Email, Record Summary, Flex
82
What is an important aspect of prompt engineering?
Importance of clear instructions, role-playing, and iterative feedback
83
What is the purpose of standard and custom agent actions?
Interact with flows and Apex, and their deployment considerations
84
What is the role of search indexes in data preparation?
Optimize them for relevancy
85
What must be understood regarding permissions?
Necessary permission sets for various Agentforce functionalities
86
What tools should be familiarized for performance monitoring?
Agent Analytics, Agentforce Testing Center, and Event Logs
87
What is a benefit of using a Knowledge article in an Agentforce Data Library?
Provides a structured, searchable repository of approved documents
88
What components are automatically created in Data Cloud after configuring a Data Library?
A data stream, a search index, and a retriever
89
How should a missing required field in a retriever be resolved?
Modify the retriever's configuration to include the desired field
90
What does the data preparation process in Data Cloud involve?
Loading, chunking, vectorizing, and storing content in a search-optimized manner
91
When is an Agentforce Data Library most useful?
When the AI agent must provide answers based on a curated set of policy documents
92
How does an Agentforce Data Library enable precise and up-to-date responses?
Automates the ingestion, taxonomical classification, and storage of knowledge
93
What might cause only the file upload option to be available in Einstein Data Libraries?
Salesforce Knowledge is not enabled in the organization
94
How does the AI retriever function within Data Cloud?
Performs contextual searches over an indexed repository for relevant documents
95
What should be checked when agent answers are unsatisfactory?
Verify the retriever's filter criteria and data source connection
96
What configuration aspect should be prioritized for minimizing latency in AI responses?
Define the retriever's filters to limit the scope of each search efficiently
97
What is true about changing the data source after it is selected for an Agentforce Data Library?
The data source cannot be changed after it is selected
98
What should be done to ensure only relevant data is retrieved by a custom retriever?
Define filters to narrow the search results based on specific conditions
99
What should be set up to ensure the agent retrieves the right information for policy documents?
Set up an Agentforce Data Library to store and index policy documents
100
What corrective action should be taken if AI returns outdated documents?
Configure a custom retriever with a filter limiting retrieval to recently updated documents
101
What distinguishes identifying fields from content fields in a Knowledge-based data library?
Identifying fields help locate the correct article; content fields enrich AI responses
102
What occurs once an Agentforce Data Library with uploaded files is created?
Indexes the uploaded files into Data Cloud
103
What is a valid use case for Data Cloud retrievers?
Returning relevant data from the vector database to augment a prompt
104
What is the primary benefit of using a custom retriever with filters?
Fine-grained control over which data is returned for AI responses
105
What can an Agentforce prompt template be grounded against?
Summary, Object Field, Data Library
106
What should Universal Containers use to ground its AI models with CRM data?
Set up an Agentforce Data Library to index and retrieve relevant CRM data
107
Which prompt template type should be recommended for a dynamic form field?
Field Generation
108
What type of template should be created for personalized, targeted emails?
Create a Sales Email prompt template type
109
Why might the preview button for a Flex prompt template be greyed out?
The prompt has not been saved and activated
110
What grounding technique should be used to include related list data in a prompt template?
Use merge fields to reference the default related list of opportunities
111
What critical step might be missed if the AI Analysis field does not show the icon?
They forgot to edit the Lightning page layout and associate the field to a prompt template
112
How can UC access data from five unrelated objects in a prompt template?
Create a flex template and use the five objects as inputs
113
What should be filtered out when using Record Snapshots grounding in a prompt template?
Empty data, such as fields without values or sections without limits
114
What should be used to generate a marketing email about products matching customer interests?
Custom sales email template grounded with interest and product information
115
What practices should be prioritized to refine prompt design strategy?
Create concise, clear, and consistent prompt templates with effective grounding
116
What Salesforce solution best suits contacting leads at scale?
Einstein Lead follow-up
117
What type of flow should UC use to bring data from unified Data Cloud objects to prompt templates?
Data Cloud-triggered flow
118
What could cause random token limit errors in a Field Generation prompt template?
The number of tokens generated by the dynamic nature of the prompt template will vary by record
119
What preparations are required to leverage Record Snapshots grounding feature?
Create a field set for all the fields to be grounded
120
What is a specific use case necessitating the use of Prompt Builder for customer support teams?
Creating a draft of a support bulletin post for new product patches
121
What is the correct process to leverage Prompt Builder in a Salesforce org?
Enable the target object for generative prompting, develop the prompt within the prompt workspace
122
What specific use case necessitates the use of Prompt Builder?
Creating a draft of a support bulletin post for new product patches
## Footnote
This option focuses on enhancing productivity by automating content creation.
123
What is the correct process to leverage Prompt Builder in a Salesforce org?
Enable the target object for generative prompting, develop the prompt within the prompt workspace, select records to fine-tune and ground the response, enable the Trust Layer, and associate the prompt to an action.
124
What is the most likely explanation for why the draft email shows placeholders?
The user does not have permission to access the fields.
125
Which solution should an Agentforce Specialist implement for creating and displaying a summary of the sales order?
Create a screen flow to collect sales order number and invoke the prompt template using the standard 'Prompt Template' flow action.
126
What should Universal Containers implement to enable AI content generation for email conversations?
Create a custom template and implement it using the standard 'Prompt Template' flow action.
127
What is true of prompt templates?
Prompt templates can be stored and reused across multiple flows and components.
128
What is the likely cause of the error message 'The prompt template is invalid'?
The prompt template contains syntax errors.
129
What should UC do to ensure the prompt template is effective and accurate?
Test the prompt template with various customer data scenarios.
130
What should UC implement to provide accurate responses across different channels?
Create a prompt template that can be used across different channels and users.
131
What is automatically saved with a new prompt template?
Prompt metadata.
132
Which data source should UC use to retrieve relevant customer data from Salesforce?
Salesforce CRM data.
133
What is the likely cause of generated pitches not reflecting the latest product information?
The prompt template is not updated regularly.
134
What is the purpose of grounding a prompt template with relevant data?
To ensure that the AI agent generates a response that is accurate and relevant to the user's request.
135
What options are available for deploying Agentforce topics and actions to production?
Deploy flows, Apex, and all agent-related items using either change sets or the Salesforce CLI/Metadata API.
136
Which tool should the Agentforce Specialist recommend for understanding user utterances?
Model Playground.
137
What standard Agent action helps sales reps draft personalized emails?
Agent Action: Draft or Revise Sales Email.
138
How does the LLM in Agentforce identify and execute actions?
Using a dialog pattern, the LLM matches the user query to the available topic, action and steps then performs the steps for each action.
139
What is the role of the large language model (LLM) in understanding intent?
Identify the best matching topic and actions and correct order of execution.
140
What action should be taken to ensure the Agentforce Service Agent can run a new flow?
Assign the Run Flows permission to the Agentforce Agent user.
141
What setting should the Agentforce Specialist test for a custom action?
Action Input.
142
How should conversational AI be applied to query the current fulfillment status of an order?
Create a custom Agent action which calls a flow.
143
What should the Agentforce Specialist investigate if users are not getting the right summary?
Review the Action Instructions to ensure they are unique.
144
What is the primary function of the reasoning engine in Agentforce?
Identifying agent topics and actions to respond to user utterances.
145
What is the correct method for assigning actions to an Agent?
Assign the action to a Topic first in Agent Builder.
146
How can UC enable sales reps to explore similar opportunities?
Use the standard Agent action.
147
Which standard Agent action will be used to show all customers in New York?
Query Records.
148
What does an Agent do when it can't understand a request?
With a general message asking the user to rephrase the request.
149
What is the likely cause if an Agentforce Service Agent cannot answer IT staff questions?
The Agentforce Service Agent has not been activated and remains in draft mode.
150
What change must be implemented for an Agentforce Service Agent to help with a new product replacement process?
The permission assigned to the Agent User needs Read access to the custom Product Replacement object.
151
Which permission sets should be assigned to create and execute prompt templates?
Prompt Template Manager for creating templates and Prompt Template User for executing templates.
152
What is causing sales reps to be unable to find the new Agentforce Sales Development Representative (SDR)?
Sales rep users profiles are missing the Allow SDR Agent permission.
153
What is an important consideration when deploying Apex invoked by an Agent Action?
The Apex classes must have at least 75% code coverage from unit tests, and all dependencies must be in the deployment package.
154
What is the most likely cause of a user not seeing the generative AI-enabled field icon?
The user does not have the Prompt Template User permission set assigned.
155
What should the company use to ensure sales reps can only execute prompt templates?
Prompt Template User permission set.
156
What can an Agentforce Specialist do when the 'Enrich event logs with conversation data' setting is enabled?
View session data including user input and Agent responses for sessions over the past 7 days.
157
What should the Agentforce Specialist recommend for testing a large number of utterances?
Create a CSV file with UC's test cases in Agentforce Testing Center using the testing template.
158
What is true of Agentforce Testing Center?
Running tests does not consume Einstein Requests.
159
How should the Agentforce Specialist monitor Agents' usability and actions?
Run Agent Analytics.
160
What is a risk of running tests in a production environment?
Running tests risks modifying CRM data in a production environment.
161
Does running tests consume Einstein Requests?
Running tests does not consume Einstein Requests.
162
Can the Agentforce Testing Center be used in a production environment?
Agentforce Testing Center can only be used in a production environment.
163
How should the Agentforce Specialist monitor Agents' usability and the assignment of actions?
Run Agent Analytics.
164
Which feature can be used to track conversation and provide insights into Agent performance?
Agentforce Audit Trails (or Event Logs which would contribute to Audit Trails).
165
What capability allows UC to create a comprehensive test suite for AI agent evaluation?
Test and Train Data Center.
166
What is the maximum number of prompt templates that can be tested in the Agentforce Testing Center at once?
The number of prompt templates that can be tested in a single run is limited to 10.
167
What should UC implement to track conversation and provide insights into Agent performance?
Use the Einstein Trust Layer metrics and create a custom report type with different metrics and filters.
168
Which feature should the support team use for quick, relevant responses to customer inquiries?
Einstein Reply Recommendations.
169
Which consideration should UC keep in mind regarding the Agentforce SDR?
Agentforce SDR only works with the standard Lead object.
170
Which object stores the conversation transcript between the customer and the agent?
Messaging Session.
171
What functionality provides generative AI replies based on knowledge articles?
Einstein Service Replies.
172
Which API service should UC use for creating a digest of account action plans?
REST API.
173
What feature should the company use to enable automatic post-call visibility into mentions?
Call Insights.
174
Which tool connects the service agent to the human agent queue for escalation?
Outbound Omni-Channel Flow.
