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Salesforce Certified Platform Administrator Sample Questions (Q64-Q69):NEW QUESTION # 64
Service reps in a call center do not have assigned desks. They sit at any available desk and use the computer on that desk to access Salesforce. A Platform Administrator has been asked to streamline the login process so the reps do not have to authenticate each time they log in at a different computer. Which function should the administrator use to implement this request?
Answer: A
Explanation:
In Salesforce, Trusted IP Ranges (configured under Network Access in Setup) define a set of IP addresses from which users can log in without being prompted for a verification code (identity confirmation). In a call center environment where reps use different machines but are all within the same corporate network (sharing a common external IP or range), adding those corporate IPs to the Trusted IP Ranges list "streamlines" the login process. This prevents the system from seeing each new machine as an "unrecognized device". Multi-factor Authentication (Option C) actually adds an extra step to the login process, which is the opposite of streamlining28. Profiles (Option A) and Permission Sets (Option D) can manage "Login IP Ranges" (which restrict access to specific IPs), but Trusted IP Ranges are the primary tool for bypassing identity verification within a known network.

NEW QUESTION # 65
Northern Trail Outfitters wants emails received from customers to generate cases automatically. How should a Platform Administrator ensure that the emails are sent to the correct queue?
Answer: C
Explanation:
The most efficient and standard way to automate case creation from inbound emails is by using Email-to-Case . When setting up Email-to-Case, the Platform Administrator configures "Routing Addresses" . For each routing address (e.g., support@company.com or billing@company.com), the administrator can specify a default owner or queue for the cases created via that specific address . This ensures that when a customer sends an email to the "Support" address, it is automatically routed to the Support Queue, and an email to the "Billing" address is routed to the Billing Queue . This configuration is handled directly within the Email-to-Case setup pages and does not require additional escalation rules (Option A) or complex custom flows (Option C) for the initial assignment . While a custom email service (Option B) is possible, it is a developer-centric approach that is generally unnecessary given the robust native capabilities of the standard Email-to-Case feature . This setup streamlines the intake process and ensures that customer issues are immediately visible to the correct service team34.

NEW QUESTION # 66
When Agentforce performs its grounding check, it examines source information, the topic instructions, and scope. Which additional information does the agent look for during its grounding check? 39
Answer: A
Explanation:
Grounding is the process by which an AI agent retrieves and uses specific, trusted data to ensure its responses are accurate and relevant41. During this process, Salesforce's Einstein Trust Layer performs several critical checks, including identifying Prompt Injection risks424242. Prompt injection refers to attempts by a user to "trick" the AI into ignoring its instructions or revealing sensitive data by entering malicious commands into the chat interface43. By checking for these risks during the grounding phase, the agent can ensure that the instructions it uses to generate a response remain secure and aligned with company policies44. While the agent respects field security, "Encrypted fields" (Option C) are handled at the data access layer rather than as part of the linguistic grounding check45. Standard Agentforce agents do not browse the open web for verification (Option D) as they are intended to remain grounded strictly in the company's verified internal data46.

NEW QUESTION # 67
Agentforce is escalating cases to the support team, but the support team complains they have no context and have to ask the customer to repeat everything. Which configuration issue is the most likely cause of this issue?
Answer: D
Explanation:
When an AI agent like Agentforce transfers a conversation to a human support representative, the goal is a "warm handoff" where the rep can see exactly what the customer and the AI discussed. If reps are complaining about a lack of context, the most common administrative cause is that the Conversation History component (or Agent History component) has not been added to the Case Lightning Record Page. Without this component on their page layout, the rep sees the newly assigned case but cannot see the transcript of the preceding chat session. To resolve this, the Platform Administrator should use the Lightning App Builder to add the relevant history component to the Case page used by the support team. Option D is less likely if escalation is working but context is missing. Option A would prevent users from using Agentforce features but wouldn't specifically hide the transcript of a finished AI interaction. Ensuring the UI includes the conversation history is critical for maintaining high customer satisfaction during handoffs.

NEW QUESTION # 68
A Platform Administrator deactivates an agent to add a new topic and action. What happens to any ongoing user conversations with the agent?
Answer: B
Explanation:
In the Agentforce environment, deactivating an agent to make configuration changes (like adding a Topic or Action) does not immediately terminate existing sessions. To ensure a smooth user experience, Salesforce allows ongoing conversations to continue using the version of the agent that was active when the session started. The "deactivation" simply prevents new sessions from being initiated. Once the administrator reactivates the agent, new sessions will utilize the updated configuration, while current users finish their interactions without interruption or "system errors". The window does not automatically close, and the conversation is not "paused" in a way that requires the user to wait for reactivation

NEW QUESTION # 69
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