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Agentforce Specialist Exam Prep - Prompt Engineering

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Prompt Engineering consists of 30% of total score in Salesforce Agentforce Specialist Exam. The topic covers prompt components, prompt templates, and prompt builder.

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🧠 Prompt Engineering & Einstein Prompt Builder

💡 Use Prompt Builder to create, test, and integrate reusable AI prompt templates in Salesforce.

🎯 Learning Objectives

After studying this topic, you should be able to:

  • ✅ Describe how to use Prompt Builder to create prompt templates for AI-generated responses.
  • ✅ Identify the types of prompt templates.
  • ✅ Explain how to use prompt templates in flows and automations.
  • ✅ Match business requirements to the correct Prompt Builder solution.

⚙️ Overview: What is Prompt Builder?

Prompt Builder is a Salesforce tool that lets you:

  • Create detailed reusable prompt templates for LLM-generated responses.
  • Use ingredients, guidelines, and grounding to guide the model.
  • Test and refine templates in a Prompt Template Workspace.
  • Integrate them into flows, REST APIs, or Apex for automation.

🧩 Reusable Template Types

CategoryDescription
💬 Sales EmailGenerates personalized customer emails.
🧾 Field GenerationPopulates dynamic form fields.
📄 Record SummarySummarizes record data.
🧠 FlexCustom prompts for any business use case.
💁‍♀️ Contextual Service RepliesAdapts live chat replies using session data.
📚 Grounded Service RepliesUses knowledge or case histories.
💡 Knowledge AnswersCustomizes tone and content of answers.

🧱 Prompt Components

✍️ Prompt

Detailed instructions sent to an LLM to produce a response.

🧩 Prompt Template

Reusable structure built in Prompt Builder that defines:

  • Context
  • Data grounding
  • Style & tone guidelines

⚗️ Prompt Ingredients

  • Participants – who’s involved
  • Setting – scenario or context
  • Goal – desired output
  • Relationships – between entities
  • Data – key input sources

🧭 Prompt Guidelines

Define limits, tone, style, and language.

🔗 Grounding

Connects prompts to real Salesforce or external data to add accuracy and context.

🧰 Using Prompt Builder

🔓 Enablement

  1. Enable Einstein Generative AI.
  2. Assign appropriate permission sets:
    • 🧑‍💻 Prompt Template Manager – create/manage templates.
    • 👤 Prompt Template User – access/run templates.
    • ✉️ Einstein Sales Emails – draft sales emails.

🪜 Navigation

Setup → Prompt Builder → New Prompt Template

🏗️ Creating Prompt Templates

🧱 Steps

  1. Choose a Prompt Template Type (e.g., Field Generation, Sales Email).
  2. Provide Name & Description.
  3. Configure object, field, or resources.
  4. Draft and ground prompts in Prompt Template Workspace.
  5. Test with Preview (shows resolution & response).
  6. Select LLM configuration (e.g., GPT-4 Turbo, BYO-LLM).
  7. Save, Activate, and assign to flows or users.

🧪 Prompt Template Workspace

SectionFunction
✏️ Drafting AreaWrite and format prompt with merge fields.
🔗 Resources PanelSelect record fields, flows, Apex, DMOs, etc.
👁 PreviewTest resolved prompt (Resolution + LLM Response).
⚙️ Configuration PanelChoose LLM and test inputs (for Flex).

🧩 Prompt Template Types (Detailed)

TypePurposeExample
💬 Sales EmailPersonalized outreach emails.“Draft with Einstein” button on Leads/Contacts.
🧾 Field GenerationAuto-fill form fields.Generate summary text on a Case field.
📄 Record SummarySummarize record data.Show case resolution summary.
🧠 FlexAny unique case not covered by other types.Create multi-object sales proposals.
💁‍♀️ Contextual Service RepliesChat replies using session data.Live chat customer support.
📚 Grounded Service RepliesUse knowledge articles for responses.Knowledge-based agent chat.
💡 Knowledge AnswersAnswer questions using knowledge base.FAQ automation.
🪄 Campaign BriefCreate marketing campaign outlines.Define campaign goals and message.
📑 Case SummaryGenerate case summaries.Issue + resolution summary.
🧾 Contract AnalysisExtract clauses and key data from contracts.Renewal dates, pricing, conditions.
🎟 Generate Case Description / SubjectCreate support case content.”Billing issue with subscription”
🗣 Sales Pitch CoachingAnalyze transcripts for feedback.Improve objection handling.
🔐 Security Risk AnalysisRecommend mitigations.MFA enforcement suggestion.
📊 Record PrioritizationRank records based on metrics.Identify top opportunities.
🧰 Work SummarySummarize post-interaction logs.Wrap-up case details.

🔁 Integrating Prompt Templates

🧠 How They’re Used

Use CaseExecution Method
✉️ Sales Email“Draft with Einstein” button.
🧾 Field GenerationClick the AI icon beside form field.
⚙️ Flex TemplateInvocable Action / REST API / Apex Connect.

🔄 In Flows

  • Template-Triggered Prompt Flow:
    Provides data and adds logic to templates.
  • Prompt Template Flow Action:
    Invokes a specific prompt template and returns response.

📘 Example: Retrieve related Cases via Flow and feed them into a Record Summary template.

👥 User Roles & Permissions

RolePermission SetCapabilities
👤 Prompt Template UserPrompt Template UserRun templates, see AI field icons.
🧑‍💻 Prompt Template ManagerPrompt Template ManagerCreate & manage templates in Setup.
✉️ Sales Email UserEinstein Sales EmailsDraft AI emails for Leads/Contacts.

⚠️ Ensure users have field-level access; missing fields result in placeholder values.

🧩 Creating, Activating, and Executing

🧱 Create

  • Select Type → Name → Description
  • Define Resources & Merge Fields
  • Draft prompt with clear context and instructions (inside """ triple quotes """)

🧪 Test & Preview

  • Select sample records
  • View Resolution (full resolved text)
  • Review Response (AI output)

🚀 Activate

  • Click Activate → makes template immutable
  • Only one active version at a time

🔁 Versioning

  • Save as New Version → same template
  • Save as New Template → copy variant
  • Standard templates → can only Save As New Template

🧭 Best Practices

🧩 Good prompts = Clear + Contextual + Grounded

PrincipleDescription
✍️ Clarity & BrevityWrite concise, natural-language instructions.
💬 ConsistencyMaintain tone, word choice, and structure.
🎭 Context / RoleplayGive LLM a persona (e.g., “You are a sales rep…”).
🧱 Triple-Quoted InstructionsSeparate context from commands using """.
🔄 Iterate & TestCompare multiple responses for consistency.
⚠️ Direct InstructionsTell LLM exactly what to produce (not how).

🚫 Limitations

  • ❌ User/Organization related lists not supported as merge fields.
  • ❌ Activities related list unsupported on Account & Case.
  • ⚙️ Max 5 related list merge fields per template.
  • ⚡ Requires Dynamic Forms for field generation templates.
  • ⚠️ Token count varies per record; may cause intermittent errors.
  • 📊 Grounding data must be accurate & complete to avoid missing info.

🪄 Grounding Techniques

Grounding connects templates to Salesforce data, external APIs, or unstructured text.

TechniqueDescriptionExample
📄 Record Merge FieldLink to object field (Input:Account.Name).Use lead name in email.
🔁 Related List Merge FieldPull related list in JSON (Related List: Account.Contacts).Include related contacts.
🔄 Flow Merge FieldTrigger Flow logic (Flow:Get_Opportunities_Flow).Fetch dynamic data.
⚙️ Apex Merge FieldCall Apex class (Apex:ContactEventsPrompt).Return external API data.
☁️ DMO Merge FieldUse Data Cloud objects.Enrich Salesforce record.
🧩 Record SnapshotUse fields visible on record page.Current Account view.
📚 RAG (Retrieval Augmented Generation)Add unstructured data context (knowledge, chat logs).Search docs via Einstein Retriever.

🧠 Combine grounding sources for hybrid context.

🧪 Scenario Examples

Business CaseRecommended Solution
✉️ ABC Lights – Send personalized product emails.Sales Email template grounded in product preferences.
🧾 ABC Hotels – Summarize guest interests.Field Generation template for Contact page.
📑 ABC Hardware – Generate order summaries.Flow + Prompt Template action displaying AI summary.
🪄 ABC Computers – Draft proposals from multiple objects.Flex template referencing multiple objects.
🧠 ABC Electronics – Standardize AI prompts.Reusable Prompt Templates in workflows.
🔗 ABC Furniture – AI description with human oversight.Field Generation template + editable dynamic form.
🌐 ABC Furniture (API) – Use external REST API.Flow + Add Prompt Instructions + Flow merge field grounding.

🧩 Grounding in Action (Use Cases)

ScenarioGrounding Technique
Use up-to-date lead info for follow-ups.Record Merge Fields
Retrieve recent opportunities for summary.Flow Merge Field
Bring Data Cloud insights.Template-Triggered Prompt Flow
Include external REST API data.Flow Merge Field / Apex
Integrate unstructured data (articles, chats).Retrieval Augmented Generation

🧱 Model Configuration

  • Default: OpenAI GPT-4 Turbo
  • Custom: via Einstein Studio → Model Playground
  • Configure hyperparameters, LLM selection, or BYO-LLM (Bring Your Own).

🔎 Key Takeaways

🚀 Prompt Builder turns prompt engineering into a scalable Salesforce capability.

  • Build reusable, grounded, high-quality prompt templates.
  • Manage lifecycle: Create → Test → Activate → Integrate.
  • Ensure user permissions, data grounding, and best practices for accuracy.
  • Use flows and invocable actions to integrate seamlessly with business processes.
  • Follow clarity, consistency, and grounding to achieve reliable AI outcomes.

📈 Flow Charts

1) Prompt Builder Lifecycle

flowchart TD
  A[Start Business Requirement] --> B[Choose Template Type]
  B --> C[Open Prompt Builder in Setup]
  C --> D[Draft Prompt: context, instructions, tone]
  D --> E[Add Grounding: record, flow, apex, DMO, snapshot, RAG]
  E --> F[Select Model Configuration]
  F --> G[Save Template]
  G --> H{Preview Records?}
  H -- No --> I[Select Records and Test Inputs]
  I --> J[Preview Resolution and Response]
  H -- Yes --> J
  J --> K{Meets Quality?}
  K -- No --> D
  K -- Yes --> L[Activate Template]
  L --> M{Execution Type}
  M --> M1[Sales Email via Draft with Einstein]
  M --> M2[Field Generation via AI Icon]
  M --> M3[Flex via Flow or API]
  M --> M4[Service Replies or Knowledge]
  L --> N[Versioning Save As New Version or Template]
  N --> D

2) Template Type Selector

flowchart LR
  R[Requirement] -->|Email to customer| SE[Sales Email]
  R -->|Populate field| FG[Field Generation]
  R -->|Summarize record| RS[Record Summary]
  R -->|Chat response| CSR[Contextual Service Replies]
  R -->|Knowledge based reply| GSR[Grounded Service Replies]
  R -->|Knowledge answer| KA[Knowledge Answers]
  R -->|Custom or multi object| FLEX[Flex]
  R -->|Marketing brief| CB[Campaign Brief]
  R -->|Case summary| CS[Case Summary]
  R -->|Contract review| CA[Contract Analysis]
  R -->|Case subject or description| GCS[Generate Case Info]
  R -->|Sales coaching| SPC[Sales Pitch Coaching]
  R -->|Security risk analysis| SRA[Security Risk]
  R -->|Record ranking| RP[Record Prioritization]
  R -->|Work summary| WS[Work Summary]

3) Grounding Techniques

flowchart TD
  A[Need Data for Prompt] --> B{Choose Source}

  B -->|Single Object| C[Record Merge Field]
  B -->|Related List| D[Related List Merge Field]
  B -->|Flow Logic| E[Flow Merge Field]
  B -->|Apex Logic| F[Apex Merge Field]
  B -->|Data Cloud| G[DMO Merge Field]
  B -->|Snapshot| H[Record Snapshot]
  B -->|Unstructured Data| I[RAG Retriever]

  E --> J[Add Prompt Instructions]
  I --> K[Attach Retriever in Einstein Studio]

4) Template-Triggered Flow

flowchart LR
  UA[User Runs Template] --> T[Prompt Template with Flow Merge Field]
  T --> F[Template Triggered Flow]
  F --> F1[Get Records and Data Cloud Data]
  F --> F2[Optional External API Call]
  F --> F3[Add Prompt Instructions]
  F --> T2[Template Resolution]
  T2 --> LLM[Selected LLM]
  LLM --> OUT[Response to User]

5) Execution by Template Type

flowchart TD
  A[Activated Template] --> B{Type}
  B -->|Sales Email| C[Draft with Einstein]
  B -->|Field Generation| D[Click AI Field Icon]
  B -->|Flex| E[Invoke Flow or REST]
  B -->|Service Replies| F[Live Chat]
  B -->|Knowledge Answers| G[Agent Knowledge]
  B -->|Record Summary| H[Summarize Record Action]

6) Permissions Overview

flowchart LR
  A[Enable Einstein Gen AI] --> B[Assign Permissions]
  B --> B1[Prompt Template Manager]
  B --> B2[Prompt Template User]
  B --> B3[Einstein Sales Emails]

  C[Use Field Generation] --> D{Dynamic Forms?}
  D -- No --> E[Upgrade to Dynamic Forms]
  D -- Yes --> F[Show AI Field Icon]

  G[Sales Email User] --> H{Has Field Access?}
  H -- No --> I[Grant Access]
  H -- Yes --> J[Ready to Use]

7) Versioning and Governance

flowchart TD
  A[Edit Template] --> B{Standard or Custom}
  B -- Standard --> C[Save as New Template]
  B -- Custom --> D[Save as New Version or Template]
  D --> E[Activate Version]
  C --> E
  E --> F[Collect Feedback]
  F --> G{Need Changes?}
  G -- Yes --> A
  G -- No --> H[Publish and Train Users]

8) Prompt Design Loop

flowchart LR
  R[Define Requirement] --> P[Write Prompt with Context and Instructions]
  P --> G[Add Grounding Data]
  G --> T[Test on Sample Records]
  T --> Q{Quality Check}
  Q -- Fail --> P
  Q -- Pass --> A[Activate and Execute]

📚 Flashcards

Recent Notes

Graph View