Cloud Applications11% of the exam
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.
Given a scenario, understand the standard Salesforce suite of products that enable extending the core platform.
~7 min read · 7 practice questions ·
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
Einstein Bots
- Detail
- Predefined dialogs, intent models, scripted messages
Agentforce Service Agent
- Detail
- Reasoning engine and LLM; subagents and actions
Agent actions
- Detail
- Built on prompt templates, flows or invocable Apex
Data 360 rename
- Detail
- Data Cloud rebranded October 14, 2025
Data 360 unification
- Detail
- Identity resolution rulesets; zero copy federation
Experience Cloud
- Detail
- Partner portals and self-service sites from templates
AgentExchange browse and test drive
- Detail
- Anyone; test drive is read-only
AgentExchange install
- Detail
- Admins or Download AgentExchange Packages
Integration, custom apps
- Detail
- MuleSoft connects systems; Heroku runs custom code
Public listing
- Detail
- Publisher must be a Salesforce partner
Sources for this section (6)
- Bots vs Service Agenthelp.salesforce.com (opens in a new tab)
- Data 360help.salesforce.com (opens in a new tab)
- Experience Cloudhelp.salesforce.com (opens in a new tab)
- AgentExchangedeveloper.salesforce.com (opens in a new tab)
- MuleSoftwww.salesforce.com (opens in a new tab)
- Herokuwww.salesforce.com (opens in a new tab)
- 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?
The questions are free to read. Answers with their sources and self-grading are included with the pack.
Keep reading with the Platform Administrator II pack
- Core concepts
- Exam traps
- Worked scenario
The pack includes:
- All 29 lessons of the Platform Administrator II guide, with reading progress
- Interactive decision walks and step-by-step sequence steppers
- Inline practice questions and one-click topic practice (7 questions for this lesson)
- An official source cited for every claim
- An AI tutor that answers from the guide
- Unlimited timed practice exams