AI Cert

How does the Einstein Platform help admins and developers?

By helping them build a smart assistant customized to their business

How do chatbots improve the customer service experience for everyone involved?

By resolving low-level cases, saving time, and speeding resolution for customers

What is one way AI improves the customer experience?

By using bots to solve common issues quickly

How does Sales Cloud Einstein improve its predictions and recommendations over time?

It learns from your CRM data and sales activities.

What does red in a waterfall chart indicate?

It means something might worsen the outcome.

What's one definition of bias?

Judgement based on preconceived notions or prejudices rather than the impartial evaluation of facts

What does the Sales Cloud Einstein Readiness Assessor help you do?

Know whether you meet the requirements for Sales Cloud Einstein features.

What does Einstein Discovery use to get predictions and improvements?

Model

How do model performance metrics help you?

Model performance metrics show you how well your model performs on your training data. & Model performance metrics help you decide whether to deploy your model.

In what ways have neural networks impacted NLP?

NLP has become more contextually accurate.

What does using Sales Cloud Einstein in a sandbox help you do?

Test how Sales Cloud Einstein features work with your architecture, workflows, and Lightning components.

What's an important consideration when preparing data for Einstein Discovery to analyze?

The data contains the business outcome you're trying to improve, together with relevant columns that explain and influence that outcome.

What limits programmers from handcrafting algorithms to perform tasks we associate with human intelligence?

The sheer number of rules to account for, many of which are unknown

What does the correlation percentage represent?

The strength of a column's relationship to the analytical goal

What is natural language?

The ways humans communicate.

How are prediction definitions and models related?

There are one or more models per prediction definition.

Why are diverse teams important?

They enable you to create more inclusive products that meet the needs of all your users, not just some of them.

Why are model cards useful?

They promote transparency about a model's intended use and limitations.

While not technically a component of AI, which part of an AI solution is key to making use of AI data and insights?

Workflow and rules.

Einstein Discovery addresses which kind of use case?

Binary outcomes & Numeric outcomes

How can sales teams benefit from Einstein?

Boost win rates by prioritizing leads and opportunities most likely to convert

What input does Einstein Discovery need to create a model?

Business outcome to analyze & Dataset

A marketing team is trying to improve their messaging strategy. Which outcome would be the best to try predicting?

How likely a marketing email will be opened by an age group

What are the advantages to holding a premortem?

Identify potential risks in a project.

New AI model architecture and availability of extensive training data are two factors in the rapid improvement of generative AI. What's the third?

Increased parallel computing power

What is one way that artificial intelligence helps the sales team?

It frees up time so sales reps can focus on selling.

How does defining goals support a successful Sales Cloud Einstein rollout?

It helps you determine how to measure success.

For AI training to be considered deep learning, what does its neural network need more of?

Layers

Which NLP technique uses the part of speech to more accurately find the root of a word?

Lemmatization

What is the purpose of configuring a connected app?

Manage authentication for REST API requests

Which of the following is a result of association bias?

Men being labeled as doctors and women being labelled as nurses in a dataset

What is it called when AI interprets everyday language?

Natural language processing

Which broad category would an AI system fit into if it's used to determine the optimal price of an airline ticket?

Numeric prediction

What is the term for finding the underlying structure of text in NLP?

Parsing

How do you provide Einstein Discovery with the data to analyze?

Populate a CRM Analytics dataset

If you ask a generative AI what its favorite color is, and it responds "blue," this is an example of what?

Prediction

What can you configure on the Einstein Predictions panel?

Predictions and improvements settings

What inputs does a model accept to generate predictions?

Predictor variables

Which of the following is an example of Salesforce's trusted approach to AI?

Red-team models before release to identify and address vulnerabilities.

When identifying your company's challenges, it helps to focus on your sales team members' different levels of experience. What other factor should you consider?

Role

Why is data so important to Sales Cloud Einstein?

Sales Cloud Einstein needs a certain amount of data to identify patterns.

Which license do you need to set up bots?

Service Cloud

Why is it important to regularly evaluate your data?

Societal values change over time.

True or false: A database of business names, zip codes, and market value would be an example of structured data?

TRUE

True or false: When you assign Sales Cloud Einstein licenses, you should start with a small group of users.

TRUE

What do you select before running an analysis?

The report column you want to analyze

How can bias enter a system?

Through the values or assumptions of the creators

What are the risks of using generative AI?

Toxicity and bias can cause harm at scale.

What are the main elements of the model lifecycle?

Train, Evaluate, Deploy, Monitor

How do Einstein Bots collect and qualify information in a conversational manner?

Using natural language understanding

Which terms are important to know before you build your bot?

Variables, dialogs, dialog intents, and entities

To build a predictive model, what's the minimum number of rows of data (with outcome values) that Einstein needs?

400

What is the minimum number of rows you need to train a model for predictions and improvements?

400 rows with outcome values

Finish this one truism of AI: "If you can't report on it,..."

"you can't predict it."

Which definition best describes a prediction?

A derived value that represents a possible future outcome based on an understanding of past outcomes plus predictor variables

What can distort our understanding of artificial intelligence?

A narrow view of what constitutes intelligence

When AI makes a prediction to a yes-or-no question, the prediction generally comes in what form?

A percent value between 0 and 100.

Which definition best describes an improvement?

A suggested action that, if taken, results in a more desirable predicted outcome

Salesforce Einstein assists customer service agents by making self-service easier, deflecting routine requests, and:

Accelerating issue resolution

What does an admin need to do before users can use any of the Sales Cloud Einstein features?

Add Einstein fields and components to customized list views and page layouts.

Which of the following is a way Einstein benefits Salesforce users?

All of the above

What is a chatbot?

An application that can carry on a chat conversation with a customer

What is a chatbot?

An application that simulates human conversation

What is one thing that Einstein Engagement Frequency is designed to help avoid?

Annoying customers with too many emails

What is disparate impact?

Attributes in your dataset that might indicate unfair treatment toward a particular group

Einstein Bots help agents by:

Automatically resolving top customer issues

Which of the following are benefits of chatbots?

Case deflection, shorter wait times, and intelligent responses with NLU

Which AI tool is especially helpful to customers who like to help themselves with support issues?

Chatbots

How do you enable Einstein Bots?

Click the toggle on the Einstein Bots setup page.

When planning your bot content, which topics are important to focus on in your planning questions?

Context, personality, and conversation design

How can you get Einstein Discovery predictions back in a CRM Analytics dataset?

Data Prep recipes & Dataflows

Which component of AutoML sifts through your structured data and fixes it up before you start?

Data Cleansing

What's the first step you take to implement an Einstein Discovery solution?

Decide which business outcome (KPI) to improve.

Which action is critical to a successful Sales Cloud Einstein rollout?

Define metrics to measure the success of Sales Cloud Einstein.

What kind of insight shows you why something happened?

Diagnostic

What types of insights does Einstein Discovery produce?

Diagnostic, Predictive, Descriptive

How do you define the outcome that the model uses for predictions?

During model setup, specify the goal.

Which of the following is not an Einstein Platform product?

Einstein Vision and Language

Marketing Cloud Einstein helps marketers reduce handle time by collecting and qualifying customer info for seamless agent handoff.

FALSE

True or false: Developers must create their own large language models in order to add natural language processing to their applications.

FALSE

True or false: The values of weights and biases in a trained neural network usually have an obvious connection to the inputs.

FALSE

How do you get the access token needed to gain access to Einstein Prediction Service APIs?

From an initial authentication POST request