Salesforce AI Specialist

Term: Four Building Blocks of Einstein Copilot

- Copilot - Actions - The Reasoning Engine - Large Language Model (LLM)

Term: Three Einstein Studio Features

- Copilot Builder - Prompt Builder - Model Builder

Term: Two types of information shown on the Copilot Analytics Dashboard

- User Data - Action Data

A company is preparing to reach out to potential leads who have shown interest in the company's latest product. The company wants to send personalized emails based on each lead's interactions and interests. Which feature should the company use? A Einstein Sales Emails B Einstein Service Replies C Einstein Automated Contacts

A Einstein Sales Emails

A marketing team wants to predict customer engagement with their upcoming campaign emails. They have historical engagement data, including open rates and click-through rates for past campaigns. What step must be taken when configuring a model in Model Builder to predict future customer engagement with campaign emails? A Ensure the model is trained on a diverse dataset that includes both engaged and unengaged customer interactions. B Configure the model to send emails automatically based on predicted engagement scores. C Focus the model training exclusively on customers with the highest engagement rates to improve model accuracy.

A Ensure the model is trained on a diverse dataset that includes both engaged and unengaged customer interactions.

A Salesforce admin recently deployed Einstein Copilot. One user reported that a conversation with the copilot triggered an unexpected action. The admin wants to analyze the interaction between the user and the copilot to troubleshoot the issue. Where in the Copilot Builder can the admin review conversation data? A Event Logs B Plan Canvas C Conversation Preview Panel

A Event Logs

Your team is looking to reduce the time spent on repetitive tasks, like manually filling in fields such as descriptions in Salesforce records. You want to implement an AI-driven solution that can automatically populate these fields. Which feature would best help streamline this process? A Field Generation Template B Auto-Field Populator C Field Update Automation D None of the above

A Field Generation Template

What are the main types of prompt templates in Salesforce? A Flex, Sales emails, Record summary, Field generation B Sales emails, Record summary, Field generation C Flex, Sales emails, call insights, Field generation D Data visualization, System policy, AI generation

A Flex, Sales emails, Record summary, Field generation

A company's marketing team wants to create a Flex prompt template that generates personalized event invitations based on the contact's interests and previous interactions with the company. How should the team ensure that the prompt template generates personalized invitations for each contact? A Include instructions in the prompt template to use the contact's name and interests when generating an invitation. B Manually input each contact's details into the prompt template before generating an invitation. C Integrate the template with dynamic CRM data fields for automatic customization.

A Include instructions in the prompt template to use the contact's name and interests when generating an invitation.

What does Salesforce Co-pilot Builder do? A Manages AI-driven assistants to automate tasks B Creates dynamic reports C Provides data visualization D None of the above

A Manages AI-driven assistants to automate tasks

What technology is generative AI built on? A Natural Language Processing (NLP) B Unsupervised learning C Image recognition D Random decision models

A Natural Language Processing (NLP)

What are the variables LLMs learn during their training process called? A Parameters B Predictions C Outputs D Inputs

A Parameters

Your company is implementing AI solutions within Salesforce and is concerned about protecting sensitive customer data during processing. To ensure compliance and security, what does Data Masking in the Einstein Trust Layer help protect? A Personally identifiable information B Financial transaction details C Sales forecasts D Opportunity Scoring Data

A Personally identifiable information

What is prompt defence? A Policies that limit harmful AI outputs B A mechanism to improve data speed C A way to increase model size D An LLM testing tool

A Policies that limit harmful AI outputs

Your team is creating AI prompts in Salesforce, and you want to ensure that specific constraints or rules are applied to the generated responses. Which section of the Prompt Builder would you use to enter these constraints? A Prompt Template Workspace B Resource Section C Preview Pane D Response Editor

A Prompt Template Workspace

A sales team wants to use Prompt Builder to quickly draft personalized emails for contacts or leads. Which prompt template type should the team use? A Sales Email prompt template B Field Generation prompt template C Record Summary prompt template

A Sales Email prompt template

A Salesforce AI Specialist is tasked with creating a predictive model to forecast sales revenue for the next quarter using Model Builder. The specialist decides to use historical sales data as the training dataset. Which step should the Salesforce AI Specialist take first when using the Model Builder to ensure the predictive model accurately forecasts sales revenue? A Select "Create a model from scratch" and choose the historical sales data as the source. B Increase the number of rows in the dataset to exceed 20 million for enhanced accuracy. C Directly input the expected sales revenue figures for the model to predict.

A Select "Create a model from scratch" and choose the historical sales data as the source.

What is one way the Einstein Trust Layer ensures data privacy? A The Einstein Trust Layer detects and masks sensitive information before sending it to the large language model (LLM). B The Einstein Trust Layer assigns role-based access controls to regulate data access. C The Einstein Trust Layer enhances firewall protections to prevent unauthorized access.

A The Einstein Trust Layer detects and masks sensitive information before sending it to the large language model (LLM).

Which feature is used to detect inappropriate content in customer interactions? A Toxicity Detection B Data masking C Co-pilot Builder D None of the above

A Toxicity Detection

Custom actions that reference a prompt template can use any LLM supported in Prompt Builder. A True B False

A True

Grounding is a technique used to provide context and specificity to prompt responses. A True B False

A True

Prompt Builder lets you build prompt templates that use Salesforce data. A True B False

A True

Record Summary prompt templates create a rich-text summary for a Salesforce record based on the record's data in the Copilot sidebar. A True B False

A True

A healthcare company is implementing Salesforce Einstein to enhance its customer service operations but is highly concerned about data privacy and healthcare regulation compliance. The company requires that no patient data is used for model training or product improvements. What feature of the Einstein Trust Layer addresses the organization's data privacy concerns? A Zero-Data Retention Policy B Dynamic Grounding C Prompt Defense

A Zero-Data Retention Policy

A support team manager wants to implement a feature that will help agents quickly catch up on ongoing customer conversations. The manager needs a solution that helps agents create an outline of completed conversations within a case, including the issue and resolution. Which feature meets these requirements? A Einstein Service Replies for Chat B Einstein Work Summaries C Einstein Article Recommendations

B Einstein Work Summaries

Which Salesforce feature helps sales teams prioritize deals by automatically scoring opportunities based on their likelihood to close, using factors like past interactions, deal stage, and customer data? A Einstein lead scoring B Einstein opportunity scoring C Sales cloud forecasting D Einstein deal insights

B Einstein opportunity scoring

Salesforce doesn't give the ability to create custom actions to give your copilot additional abilities. A True B False

B False

A Salesforce admin wants to ensure a prompt template dynamically generates personalized summaries of open cases for each account, using the most current data available in Salesforce. The prompt template must access and incorporate real-time account and case data. Which grounding technique should the admin use? A Ground with Apex Merge Fields B Ground with Flow Merge Fields C Ground with Record Merge Fields

B Ground with Flow Merge Fields

What is the purpose of toxicity detection in the Einstein Trust Layer? A Detecting incorrect data B Identifying harmful or abusive content C Speeding up AI responses D None of the above

B Identifying harmful or abusive content

A company aims to enhance its sales strategy by identifying the most influential factors leading to successful deals. The team is considering using Salesforce Einstein to analyze their sales data. Which scenario best justifies the use of Model Builder for this business requirement? A If the team prefers to manually analyze sales data using spreadsheets without AI assistance B If the team wants to train a model on historical sales data to help identify key factors influencing successful deals C If the team is solely focused on generating weekly sales reports

B If the team wants to train a model on historical sales data to help identify key factors influencing successful deals

A Salesforce AI Specialist is tasked with improving lead qualification processes using Einstein Model Builder. The goal is to prioritize leads more effectively based on their likelihood to convert. Which consideration is most important when selecting data for training the model in Einstein's Model Builder for this purpose? A Selecting only the data from the most recent sales quarter to ensure the model's predictions are up to date. B Including data points from both converted and not converted leads to train the model. C Using data exclusively from leads that have converted in the past, to focus the model on positive outcomes.

B Including data points from both converted and not converted leads to train the model.

What is a key benefit of grounding prompt templates with CRM data in Prompt Builder? A It scores content on toxicity to prevent unintended or harmful outputs by the LLM. B It provides the large language model (LLM) with context to create personalized responses. C It automatically updates Salesforce records based on AI-generated responses.

B It provides the large language model (LLM) with context to create personalized responses.

What is an example of a use case for Binary Classification models? A Predicting customer lifetime value B Predicting whether an opportunity is won or lost C Estimating time-to-close for an opportunity D Forecasting revenue

B Predicting whether an opportunity is won or lost

Which feature of the Einstein Trust Layer helps limit hallucinations and decrease the likelihood of unintended outputs? A Dynamic Grounding with Secure Data Retrieval B Prompt Defense C Toxicity Scoring

B Prompt Defense

Your team is building AI prompts in Salesforce and wants to preview how the prompts will look when populated with actual record data before finalizing them. Which section of the Prompt Builder allows you to view your prompt with the selected record data? A Preview Pane B Resolution C Prompt Template Workspace D Resource Section

B Resolution

Your team is using AI-generated prompts in Salesforce and wants to verify that the responses are accurate and relevant to specific records before finalizing them. Which section enables you to preview the response for selected records? A Preview Pane B Response section C Record Validation D Accuracy Checker

B Response section

What do LLMs learn from during training? A Audio data B Text data C Image Parameters D None of the above

B Text data

What is NLP's role in generative AI? A Managing structured data B Training AI to understand human language C Detecting toxicity in data D None of the above

B Training AI to understand human language

What is fine-tuning's primary role in AI models? A Making AI models faster B Training a pre-trained model on a specific new dataset C Reducing model size D Designing random outputs

B Training a pre-trained model on a specific new dataset

What is Salesforce's generative AI approach rooted in? A Performance and speed B Trust, Relevance, Security and Ecosystem C Random outputs D Model Size

B Trust, Relevance, Security and Ecosystem

Term: Allows you to build AI models externally and connect them to Salesforce data using Data Cloud

BYO-LLM Model (Bring Your Own Large Language Model)

Term: Target business outcomes with only two possible results, which are represented as text data.

Binary Classification Methods

A Salesforce admin is creating a custom action for Einstein Copilot that retrieves customer order tracking information. The admin wants to ensure that the action performs reliably. What step can the admin take to ensure this custom action functions correctly in conversations? A Add multi-paragraph, detailed action instructions that include all possible uses of the action. B Use generic language for the action name to cover a broad range of scenarios. C Test the action in Copilot Builder and iterate on the refinement process for the action instructions and descriptions.

C Test the action in Copilot Builder and iterate on the refinement process for the action instructions and descriptions.

Your team is using Work Summaries to automate the documentation of case details, and you need to ensure that the fields used for these summaries are compatible with the feature. What type of fields do Work Summaries support? A Rich Text and Picklist B Text C Text Area and Text Area (Long) D Formula

C Text Area and Text Area (Long)

Your marketing team is utilizing Einstein to create AI-driven prompt templates for customer interactions. They want to ensure that the prompts are not only engaging but also relevant to the specific needs of each customer. What is the primary purpose of grounding Salesforce data into these Einstein prompt templates? A To enhance the visual appeal of the prompts B To simplify the user interface for prompt creation C To provide contextually relevant suggestions and recommendations D To reduce the processing time of AI responses

C To provide contextually relevant suggestions and recommendations

Term: Sales Cloud feature that enables users to quickly gather information about voice and video calls.

Call Explorer

Term: Sales Cloud feature for creating and sharing editable summaries of voice and video calls.

Call Summaries

Term: Tool for managing a copilot's actions and settings, testing conversations, and auditing activity.

Copilot Builder

Term: Orchestrates how a coplot launches actions during a conversation to accomplish a task for the user.

Copilot Planner Service

How many Copilots do you have in a single Salesforce org? A 5 B 3 C 8 D 1

D 1

Which of the following are the out-of-the-box pre-made email types available in Salesforce Sales Emails? A Check In B Introduce Myself C Reconnect D All of the above

D All of the above

Your company is utilizing AI to generate customer-facing content, but there's concern about ensuring that the outputs are free from bias or inappropriate language. Without a specific feature in place to manage this, what could be a possible consequence of not using the Toxicity Scoring feature in AI outputs? A Increased risk of generating biased or inappropriate content B Reduced AI output accuracy C Slower content generation D Both A and B

D Both A and B

Your sales team is struggling to focus on the most promising deals, often spending time on leads that don't convert. To streamline their efforts, you're considering using Einstein features to help prioritize the healthiest deals and close them faster. Which Salesforce Einstein features would be most beneficial in this scenario? A Lead Scoring B Opportunity Scoring C Forecasting D Both A and B

D Both A and B

Your team is exploring the use of Copilot to enhance customer interactions, and they want to ensure that the AI-generated responses meet their needs before engaging with customers. To facilitate this, you need a feature that allows your team to interact with the Copilot and preview the results of a conversation. Which feature would best support this requirement? A Einstein Analytics Review B Interaction C Topic D Conversation Preview

D Conversation Preview

What is Prompt Builder used for in Salesforce? A Managing customer service tickets B Writing apex classes C Handling backend operations D Creating customized prompt templates

D Creating customized prompt templates

Which Salesforce AI tool provides real-time insights from call data? A Flex prompt B Model Builder C CodeGen D Einstein Conversation Insights

D Einstein Conversation Insights

Which of the following is NOT a reference Action type in Einstein Copilot Actions? A Apex B Flows C Prompt Template D None of the above

D None of the above

What does Einstein GPT specialize in? A Database management B Backend system integration C Data masking automation D Personalized customer interaction

D Personalized customer interaction

Which prompt template helps create summaries for a Salesforce record? A Flex prompt templates B Field Generation prompt templates C Sales Email prompt templates D Record Summary prompt templates

D Record Summary prompt templates

Term: Detects and replaces sensitive data with placeholder text before it is sent to the LLM.

Data Masking

Term: Basing prompts on specific, relevant CRM data to ensure the AI's responses are contextually accurate.

Grounding

Term: System policies designed to limit AI hallucinations and reduce the risk of unintended outputs.

Prompt Defense

Term: Replaces each merge field in the prompt template with CRM data to help refine AI prompts

Prompt Resolution

Term: Field Generation, Flex, Sales Emails, Record Summary are all types of...

Prompt Templates

Term: Predefined prompts that can be reused across different scenarios to maintain consistency in responses

Prompt Templates

Which model predicts numeric outcomes such as currency amounts or likelihood percentages? A Binary Classification models B Predictive Classification models C Regression models D Generative AI models

C Regression models

What ensures secure access to Salesforce data? A Einstein Bots B Regression models C Secure Data Retrieval D Flow Merge Fields

C Secure Data Retrieval

What does the Einstein 1 Platform consolidate? A Small datasets into large ones B Only customer service tools C Separate applications into an integrated system D Pre-built models

C Separate applications into an integrated system

What type of data is used in supervised learning? A Unstructured data B Random data C Structured Data D None of the above

C Structured Data

Term: Service Cloud feature that predicts and fills a summary, issue, and resolution after customer conversations.

Work Summaries

Which Einstein feature resolves common issues in chat and messaging channels automatically? A Einstein Bots B Einstein Article Recommendations C Einstein Case Classification D Einstein Work Summaries

A Einstein Bots

Your sales team spends a significant amount of time summarizing customer calls, capturing key discussion points, action items, and follow-up tasks manually. You're looking for a solution that can automatically generate these summaries after each call to streamline their workflow. Which feature would best address this need? A Einstein Call Summaries B Call Logging Automation C Einstein Voice Assistant D Task Management

A Einstein Call Summaries

Which Einstein feature recommends actions for agents to take using data insights and business rules? A Einstein Next Best Action B Einstein Bots C Einstein Work Summaries D Einstein Article Recommendations

A Einstein Next Best Action

Your team is leveraging Einstein Copilot to streamline tasks and improve user efficiency. You want to track the effectiveness of Copilot, including how often it's being used, the actions being performed, and their success rates. Where can you find insights on these metrics? A Einstein Copilot Analytics dashboard B Usage Metrics Report C Copilot Performance Monitor D AI Action Insights Panel

A Einstein Copilot Analytics dashboard

What is Model Builder in Salesforce? A A tool to create AI models without technical expertise B A database management system C A basic software coding platform D A deep learning model

A A tool to create AI models without technical expertise

Which feature allows users to build powerful AI agents for business interactions? A Agentforce B Einstein Copilot C Einstein Prompt Builder D None of the above

A Agentforce

How does deep learning work? A By connecting neural networks to find patterns in data B By removing connections from large datasets C By adding pre-labeled data D By limiting the size of models

A By connecting neural networks to find patterns in data

From where is the Einstein Generative AI Audit and Feedback Data Report package accessed? A Data Cloud B Marketing Cloud C Sales Cloud

A Data Cloud

Question 12 Single Correct Option, +1.00, -0.00 Which AI functionality helps detect sensitive information before processing? A Data masking B Co-pilot Builder C Prompt defence D Both B and C

A Data masking

An HR team needs to create personalized onboarding materials for new employees across different departments. These materials should include department-specific training plans, company policies, and customized welcome messages. The team wants to ensure consistency across all documents while saving time in the creation process. Should they use Prompt Builder, and why? A: Yes, because Prompt Builder can generate consistent and customized onboarding materials based on predefined templates B: No, because onboarding materials require a personal touch that AI cannot provide C: Yes, but only for generating generic content like company policies, not for personalized sections D: No, because Prompt Builder is more suitable for customer-facing content, not internal documents

A: Yes, because Prompt Builder can generate consistent and customized onboarding materials based on predefined templates

What does Einstein Case Wrap-Up help with? A Recommending knowledge articles B Completing cases fast, with greater accuracy and consistency C Mining conversation data for insights D Predicting field values

B Completing cases fast, with greater accuracy and consistency

From where is the Einstein Generative AI Audit and Feedback Data Report package accessed? A Salesforce CRM B Data Cloud C Einstein Analytics D Service Cloud

B Data Cloud

What is data masking in Einstein Trust Layer? A Hiding all user data permanently B Detecting sensitive data and temporarily hiding it C Making data available to all users D Deleting customer data automatically

B Detecting sensitive data and temporarily hiding it

What is Salesforce Einstein Copilot? A A platform for building and deploying custom AI models without coding, empowering businesses to leverage advanced predictive capabilities tailored to their specific needs B An AI-powered virtual assistant integrated into Salesforce, offering contextual guidance and automation to optimize user productivity C A tool in Salesforce that enables the creation, testing, customization, and management of AI-driven prompt templates, simplifying user tasks by integrating generative AI moments powered by CRM data

B An AI-powered virtual assistant integrated into Salesforce, offering contextual guidance and automation to optimize user productivity

What does Einstein Activity Capture do? A Classifies cases based on conversation data B Automatically captures activities from Gmail or Outlook C Predicts field values for new cases D Summarizes chat conversations

B Automatically captures activities from Gmail or Outlook

Which tool allows users to design AI-driven assistants within Salesforce? A Prompt Builder B Co-pilot Builder C Dynamic Grounding D Model Builder

B Co-pilot Builder

What does prompt design help with? A Making models run faster B Deleting unnecessary data C Improving the quality of model responses D Minimizing AI parameters

C Improving the quality of model responses

What does Einstein Work Summaries help draft? A Knowledge articles B Action plans C A summary, issue, and resolution based on a chat conversation D Lead scores

C A summary, issue, and resolution based on a chat conversation

What do event logs capture in Einstein Copilot conversations? A Opportunity scoring data B Knowledge article recommendations C All events, except conversation data unless enriched event logs are enabled D Lead scoring data

C All events, except conversation data unless enriched event logs are enabled

Generative AI audit data includes data about which Einstein Trust Layer features? A Data masking B Toxicity scores C Both A and B D None of the above

C Both A and B

What tool helps automate customer service tasks in Salesforce? A Einstein GPT B Dynamic grounding C Co-pilot Builder D Model Builder

C Co-pilot Builder

What is prompt design? A Randomly generating data for training B Creating database queries C Crafting effective prompts to improve AI response quality D Designing user interfaces

C Crafting effective prompts to improve AI response quality

A sales team wants to use AI to prioritize outreach to potential customers, based on their likelihood to convert. Which feature of Einstein for Sales Cloud should the sales team use? A Einstein Opportunity Scoring B Einstein Activity Capture C Einstein Lead Scoring

C Einstein Lead Scoring

A customer support team manages a high volume of customer inquiries daily. The team wants to leverage generative AI to decrease the time it takes to draft and send responses to customers. Which feature should the company use? A Einstein Case Classification B Einstein Call Summaries C Einstein Service Replies for Email

C Einstein Service Replies for Email

Term: Service Cloud feature that generates email and chat responses based on knowledge-base data.

Einstein Service Replies

Term: Zero-Data Retention Policy

Ensures no third-party retention, LLM Training, or human data access.

Term: Toxicity Scoring

Evaluates content for toxicity and logs scores in Data Cloud as part of an audit trail.

Term: Einstein Studio Feature used to build or bring your own predictive AI models or LLMs

Model Builder

Term: The desired prediction or outcome of a model.

Outcome Variable