SFDC AI Associate Questions

What is a unique and distinguishing feature of deep learning in the context of AI? A) Deep learning uses neural networks with multiple layers to learn from a large amount of data B) Deep learning uses historical data to prevent future outcomes c) Deep learning uses algorithms to cleanse and prepare data for AI implementations

A) Deep learning uses neural networks with multiple layers to learn from a large amount of data

With Einstein Bot _____ are conversation snippets that control what a bot can do. Customer: Transfer me to an agent. [Or any variations on this phrase.]Bot: No problem. Hang on: I'll connect you with an agent. A) Dialogs B) Dialog Intent C) Entity D) Variable

A) Dialogs

Which product can resolve routine customer requests and seamlessly hand off the customer to an agent if an issue requires a human touch? A) Einstein Bot B) Einstein Agent C) Einstein for Service

A) Einstein Bot

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. For a predictive model to accurately forecast customer engagement, it must be trained on a dataset that reflects the full spectrum of customer interactions, including both high and low engagement.

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

A) Event Logs Event logs help you monitor and troubleshoot the agent's conversation activity with Salesforce users.

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.

New AI model architecture and availability of extensive training data are two factors in the rapid improvement of generative AI. What's the third? A) Increased parallel computing power B) AI optimizing AI code C) Larger data storage capacity of servers D) Faster satellite data connections

A) Increased parallel computing power

Which AI learns and adapts based on patterns in data to make accurate predictions? A) Machine learning B) Generative AI C) Neural Networks D) NLP

A) Machine learning

Which component of AI Machine learning refers to systems that handle communication between people and machines? A) Natural language understanding (NLU) B) Natural language processing (NLP) C) Named entity recognition (NER) D) Deep learning

A) Natural language understanding (NLU)

Which broad category would an AI system fit into if it's used to determine the optimal price of an airline ticket? A) Numeric prediction B) Classification C) Robotic navigation D) Language processing

A) Numeric prediction

What component of AI uses historical data "How many days will it take us to resolve this customer's issue?" A) Numeric predictions B) Classifications C) Recommendations D) Workflow and rules

A) Numeric predictions

A Salesforce AI Specialist is tasked with creating a predictive model using Model Builder to provide insights about future sales revenue for the next quarter. 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 presents insights about potential upcoming 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.

How do Einstein Bots collect and qualify information in a conversational manner? A) Using natural language understanding B) Using natural neural skills C) Taking extensive surveys D) Using a style guide

A) Using natural language understanding

What is one thing that Einstein Engagement Frequency is designed to help avoid? A Sending emails that take too long to read B Annoying customers with too many emails C Sending emails to the wrong address D Waiting too long between lead creation and lead followup

B Annoying customers with too many emails

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? AGround with Apex Merge Fields BGround with Flow Merge Fields CGround with Record Merge Fields

B - Ground with Flow Merge Fields Correct. Flow Merge Fields allow you to incorporate complex logic and real-time data into the prompt template.

What are Salesforce Agents? 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) AI-powered virtual assistants 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) AI-powered virtual assistants integrated into Salesforce, offering contextual guidance and automation to optimize user productivity

What is one thing that Einstein Engagement Frequency is designed to help avoid? A) Sending emails that take too long to read B) Annoying customers with too many emails C) Sending emails to the wrong address D) Waiting too long between lead creation and lead follow-up

B) Annoying customers with too many emails

Which AI tool is especially helpful to customers who like to help themselves with support issues? A) Classification of incoming support emails B) Chatbots C) Personalized ecommerce sites D) Product recommendations

B) Chatbots

Which broad category would an AI system fit into if it's used to determine whether the email is legitimate or a phishing attempt? A) Numeric prediction B) Classification C) Robotic navigation D) Language processing

B) Classification

Which component of AI frequently use "deep learning" capabilities to operate on unstructured data like free text or images? A) Numeric predictions B) Classifications C) Recommendations D) Workflow and rules

B) Classifications

With Einstein Bot _____ are actions and generally start with verbs, such as buy, return, find, look up, cancel, and edit. A) Dialog B) Dialog Intent C) Entity D) Variable

B) Dialog Intent

Which product gives your agents intelligent, in-context suggestions, helping them do what they do best—help your customers? A) Einstein Bot B) Einstein Agent C) Einstein for Service

B) Einstein Agent

Which product brings the power of deep learning to developers. They can use pretrained models to classify text by the sentiment as either positive, neutral, or negative, and then be able to classify the underlying intent in a body of text. Put it all together, and you have the ability to process language across unstructured data in any app. A) Einstein Bot B) Einstein Language C) Einstein Vision for Field Service D) Einstein Discovery

B) Einstein Language

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 Correct. A model trained on historical sales data can help predict which

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.

Which component of AI Machine learning describes machine's ability to understand what humans mean when they speak as they naturally would to another human? A) Natural language understanding (NLU) B) Natural language processing (NLP) C) Named entity recognition (NER) D) Deep learning

B) Natural language processing (NLP)

Which type of AI would help improve a sales process in Salesforce Customer 360 by predicting future outcomes based on historical data A) Computer Vision B) Predictive Analytics C) Natural Language Processing (NLP)

B) Predictive Analytics

What is one way to achieve transparency in AI? A. Allow users to give feedback regarding the inferences the AI makes about them. B. Establish an ethical and unbiased culture amongst those involved. C. Communicate AI goals and objectives with those involved prior to all interaction

B. Establish an ethical and unbiased culture amongst those involved.

A consultant designs a new AI model for a financial services company that offers personal loans. Which variable within their proposed model might introduce unintended bias? A. Loan Date. B. Postal Code. C. Payment Due Date.

B. Postal Code.

What can distort our understanding of artificial intelligence? A) Solar flares B) An unclear definition of artificial C) Fictional representations of AI D) A narrow view of what constitutes intelligence E) C and D

C and D

Universal Containers wants to increase productivity for sales representatives. How can Agentforce Sales Agents help them meet these requirements? A) By generating automated reports B) By calling customers on behalf of the representatives C) By augmenting prospect research by summarizing CRM records

C) By augmenting prospect research by summarizing CRM records

Which product automates image classification to resolve issues faster on-site. Just by taking a picture of the object, Einstein Vision can instantly identify the part, ensuring accuracy for the technician and boosting first-time fix rates. A) Einstein Bot B) Einstein Agent C) Einstein Vision for Field Service D) Einstein Discovery

C) Einstein Vision for Field Service

Which product is pre-integrated with Salesforce and your existing service channels, and comes with an out-of-the-box, intuitive user interface? A) Einstein Bot B) Einstein Agent C) Einstein for Service

C) Einstein for Service

With Einstein Bot _____ is a type of data that you want to collect from a customer. Here are some examples of entities: Order number Email address A) Dialog B) Dialog Intent C) Entity D) Variable

C) Entity

Which component of AI Machine learning labels sequences of words and picks out the important things like names, dates, and times. This involves breaking apart a sentence into segments that a computer can understand and respond to quickly? A) Natural language understanding (NLU) B) Natural language processing (NLP) C) Named entity recognition (NER) D) Deep learning

C) Named entity recognition (NER)

What is a web of connections, guided by weights and biases? A) Machine learning B) Generative AI C) Neural Networks D) NLP

C) Neural Networks

Which broad category would an AI system fit into changing supply chain factos?? A) Numeric prediction B) Classification C) Robotic navigation D) Language processing

C) Robotic navigation

A Salesforce admin is creating a custom action for a Service Agent 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 AgentBuilder and iterate on the refinement process for the action instructions and descriptions.

C) Test the action in AgentBuilder and iterate on the refinement process for the action instructions and descriptions.

When AI makes a prediction to a yes-or-no question, the prediction generally comes in what form? A) value of either True or False B) value of either 1 or 0 C) percent value between 0 and 100 D) value of either Success or Fail

C) percent value between 0 and 100

Cloud Kicks wants to create a custom service analytics application to analyze cases inSalesforce. The application should rely on accurate data to ensure efficient case resolution.Which data quality dimension is essential for this custom application? A. Age B. Duplication C. Consistency

C. Consistency

When planning your bot content, which topics are important to focus on in your planning questions? Context, personality, and conversation design Design, names, and greetings Industry, adjectives, and attitude Personality, farewells, and menu options Location, conversation, and voice and tone

Context, personality, and conversation design

What criteria does Relationship Design add to the HCD (Human-Centered Design) requirements of desirability, feasibility, and viability? A Credibility, relatability, emotionality B Collectivity, community, ambiguity C Intimacy, productivity, empathy D Inclusive, sustainable, ethical E Clarity, unity, intellect

D Inclusive, sustainable, ethical

What is a chatbot? A) An application that can seamlessly hand off complex cases to agents B) A new type of call center manager C) An application that can carry on a chat conversation with a customer D) A and C

D) A and C

A simple set of rules for turning input into output A) Machine learning B) Generative AI C) Neural Networks D) Algorithm

D) Algorithm

Which component of AI Machine refers to artificial neural networks being developed between data points in large databases? Just like our human mind connects the dots to give us insights, deep learning uses algorithms to sift through data, draw conclusions, and enhance performance. A) Natural language understanding (NLU) B) Natural language processing (NLP) C) Named entity recognition (NER) D) Deep learning

D) Deep learning

Which product helps managers take action with predictive service KPIs. By serving up real-time analysis of drivers that impact KPIs, like churn or CSAT and suggested recommendations and explanations, managers are empowered to make more strategic decisions for their business? A) Einstein Bot B) Einstein Agent C) Einstein Vision for Field Service D) Einstein Discovery

D) Einstein Discovery

Which broad category would an AI system fit into sentiment analysis, context analysis, and creating personal profiles? A) Numeric prediction B) Classification C) Robotic navigation D) Language processing

D) Language processing

With Einstein Bot _____ is a container that stores a specific piece of data collected from a customer A) Dialogs B) Dialog Intent C) Entity D) Variable

D) Variable

While not technically a component of AI, which part of an AI solution is key to making use of AI data and insights? A) Numeric predictions B) Classifications C) Recommendations D) Workflow and rules

D) Workflow and rules

Which terms are important to know before you build your bot? A) Intents, dialogs, integers, and entities B) Dialogs, enters, intents, and variables C) Variables, entities, intents, and didgeridoos D) Entities, intents, variants, and dialogs E) Variables, dialogs, dialog intents, and entities

E) Variables, dialogs, dialog intents, and entities

What are the goals of Relationship Design? Considering shareholders Designing for long-term use of a product Encouraging social connection, engagement, and values Asking your friends for feedback Selecting the best seats at the movies

Encouraging social connection, engagement, and values

What is the key benefit of implementing Ai in CRM? Enhanced Customer Support Improved Platform Speed Reduce data governance

Enhanced Customer Support

Salesforce Trusted AI Principles

Responsible Accountable Transparent Empowering Inclusive