# Agentforce, Data 360, Experience Cloud and AgentExchange

*Platform Administrator II Study Guide · Cloud Applications · Last updated October 26, 2026 · https://www.certifyforce.com/study-guide/platform-administrator-ii/cloud-applications/agentforce-data-360-experience-cloud-and-agentexchange*

How to match a business request to the Salesforce product that extends the core platform (including Tableau and CRM Analytics, MuleSoft, Heroku, Marketing Cloud and Slack): Agentforce Service Agent versus Einstein Bots for conversations, Data 360 for unified profiles without copying data, Experience Cloud for customer and partner portals, and AgentExchange for partner-built apps and agents.

- Certification: Salesforce Platform Administrator II
- Exam section: Cloud Applications
- Study guide: https://www.certifyforce.com/study-guide/platform-administrator-ii

**Official exam objective:**

> Given a scenario, understand the standard Salesforce suite of products that enable extending the core platform.

## What the exam expects

- Choose between an Einstein Bot and an Agentforce Service Agent for a customer conversation requirement.
- Recognise when Data 360 (formerly Data Cloud) is the answer: unified profiles across systems, zero copy, segmentation and grounding.
- Choose an Experience Cloud site for customer self-service or partner portals instead of internal licences.
- Match analytics, integration, custom-app, marketing and collaboration requirements to Tableau or CRM Analytics, MuleSoft, Heroku, Marketing Cloud and Slack.
- Explain what AgentExchange (formerly AppExchange) offers, who can browse, test drive, install and publish.

Key terms:
- **Agentforce Service Agent**: an AI agent built from subagents and actions that reasons with an LLM.
- **Einstein Bot**: a bot that follows predefined dialogs and intent models and replies with scripted messages.
- **Identity resolution**: Data 360 rulesets that unify records from many sources into profiles.
- **Zero copy data federation**: connecting external data to Data 360 without copying it.
- **Test drive**: a fully functional, read-only demo of an AgentExchange solution.

## Key facts

| Fact | Detail | Source |
|---|---|---|
| Einstein Bots | Predefined dialogs, intent models, scripted messages | [Bots vs Service Agent](https://help.salesforce.com/s/articleView?id=service.bots_service_asa_compare.htm&language=en_US&type=5) |
| Agentforce Service Agent | Reasoning engine and LLM; subagents and actions | [Bots vs Service Agent](https://help.salesforce.com/s/articleView?id=service.bots_service_asa_compare.htm&language=en_US&type=5) |
| Agent actions | Built on prompt templates, flows or invocable Apex | [Bots vs Service Agent](https://help.salesforce.com/s/articleView?id=service.bots_service_asa_compare.htm&language=en_US&type=5) |
| Data 360 rename | Data Cloud rebranded October 14, 2025 | [Data 360](https://help.salesforce.com/s/articleView?language=en_US&id=data.c360_a_data_cloud.htm&type=5) |
| Data 360 unification | Identity resolution rulesets; zero copy federation | [Data 360](https://help.salesforce.com/s/articleView?language=en_US&id=data.c360_a_data_cloud.htm&type=5) |
| Experience Cloud | Partner portals and self-service sites from templates | [Experience Cloud](https://help.salesforce.com/s/articleView?language=en_US&id=experience.exp_cloud_basics_what.htm&type=5) |
| AgentExchange browse and test drive | Anyone; test drive is read-only | [AgentExchange](https://developer.salesforce.com/docs/platform/appexchange-install-guide/guide/appexchange-install-whatis.html) |
| AgentExchange install | Admins or Download AgentExchange Packages | [AgentExchange](https://developer.salesforce.com/docs/platform/appexchange-install-guide/guide/appexchange-install-whatis.html) |
| Integration, custom apps | MuleSoft connects systems; Heroku runs custom code | [MuleSoft](https://www.salesforce.com/products/mulesoft/), [Heroku](https://www.salesforce.com/products/heroku/) |
| Public listing | Publisher must be a Salesforce partner | [AgentExchange](https://developer.salesforce.com/docs/platform/appexchange-install-guide/guide/appexchange-install-whatis.html) |

## Check yourself

- Why is an Agentforce Service Agent easier to maintain than an Einstein Bot for varied phrasing?
- When is Data 360 the right answer?
- Who can install an AgentExchange solution?
- Why choose a partner site over internal licences for resellers?

## Sources

- [Compare Einstein Bots with Agentforce Service Agent](https://help.salesforce.com/s/articleView?id=service.bots_service_asa_compare.htm&language=en_US&type=5)
- [About Salesforce Data 360](https://help.salesforce.com/s/articleView?language=en_US&id=data.c360_a_data_cloud.htm&type=5)
- [What Is Experience Cloud?](https://help.salesforce.com/s/articleView?language=en_US&id=experience.exp_cloud_basics_what.htm&type=5)
- [What Is AgentExchange?](https://developer.salesforce.com/docs/platform/appexchange-install-guide/guide/appexchange-install-whatis.html)
- [Complete Salesforce Products & Software Suite](https://www.salesforce.com/products/)
- [Learn About, Implement, and Optimize Sales Features](https://help.salesforce.com/s/articleView?id=sales.sales_core_basics.htm&type=5)
- [Agentforce Service Documentation](https://help.salesforce.com/s/articleView?id=service.service_cloud.htm&type=5)
- [Tableau: Data Visualization Software](https://www.salesforce.com/products/tableau/)
- [Connect Everything with Agentforce MuleSoft](https://www.salesforce.com/products/mulesoft/)
- [Heroku: The Custom Cloud Application AI Platform](https://www.salesforce.com/products/heroku/)
- [Marketing Software by Marketing Cloud](https://www.salesforce.com/products/marketing/)
- [What is Slack?](https://slack.com/help/articles/115004071768-What-is-Slack-)
- [Upgrade Your Managed Package](https://help.salesforce.com/s/articleView?id=xcloud.distribution_upgrading_packages.htm&type=5)

## About the full unit

The "Core concepts", "Exam traps" and "Worked scenario" sections of this unit, its 7 linked practice questions, and unlimited timed mock exams are included with the Platform Administrator II pack (USD $19): https://www.certifyforce.com/practice-exams