SALESFORCE AI ASSOCIATE

DUMPS
Varsha Hariharan
1. Which type of AI can enhance Customer Service Agents email responses by analysing
the written content of previous emails?
a. Natural Language Processing
b. Machine Learning
c. Deep Learning
2. A Consultant conducts a series of Consequence Scanning Workshops to support
testing diverse datasets. Which Salesforce trusted AI principle is being practiced?
a. Transparency
b. Inclusivity
c. Accountability
3. Which is one technique to mitigate bias and ensure fairness in AI Applications?
a. Ongoing auditing and monitoring of data that is used in AI applications
b. Excluding data features from the AI application to benefit a population
c. Using data that contains more examples of minority groups than majority groups
4. What should organisations do to ensure data quality for their AI initiatives?
a. Collect and curate high-quality data from reliable sources.
b. Prioritize model fine-tuning over data quality improvements
c. Develop AI algorithms to automatically handle data quality issue
5. A Sales Manager is looking to enhance the quality of lead data in their CRM System.
Which process will most likely help the team accomplish this goal?
a. Redesign the lead conversion process
b. Review and update missing lead information
c. Prioritize active leads quarterly
6. How does data quality assessment impact business outcomes for companies using AI?
a. Accelerates the delivery of new AI solutions
b. Provides a benchmark for AI predictions
c. Improves the speed of AI recommendations
7. Cloud kicks wants to evaluate its data quality to ensure accurate and up-to-date
records. Which type of records negatively impact data quality?
a. Structured
b. Complete
c. Duplicate
8. A Business Analyst (BA) is preparing a new case for AI. They run a report to check for null
values in the attributes they plan to use. Which data quality component is the BA
verifying by checking for null values?
a. Duplication
b. Usage
c. Completeness
9. How is the Natural Language Processing (NLP) used in the context of AI capabilities?
a. To cleanse and prepare data for AI implementation
b. To understand and generate human language
c. To interpret and understand programming language
10. In the context of Salesforce's Trusted Al Principles, what does the principle of
Empowerment primarily aim to achieve?
a. Empower users to solve challenging technical problems using neural networks.
b. Empower users of all skill levels to build Al applications with clicks, not
code.

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 c. Empower users to contribute to the growing body of knowledge of leading AI
research.
11. Cloud Kicks wants to use Einstein Prediction Builder to determine a customer's
likelihood of buying specific products; however, data quality is a concern. How can data
quality be assessed quickly?
a. Build a Data Management Strategy.
b. Run reports to explore the data quality.
c. Leverage data quality apps from AppExchange.
12. A Salesforce administrator creates a new field to capture an order's destination country.
Which field type should they use to ensure data quality?
a. Picklist
b. Address
c. Text
13. A developer has a large amount of data, but it is scattered across different systems and
is not standardized. Which key data quality element should they focus on to ensure the
effectiveness of the AT models?
a. Performance
b. Consistency
c. Volume
14. Cloud Kicks wants to use Al to enhance its sales processes and customer support.
What capability should they use?
a. Einstein Lead Scoring and Case Classification
b. Einstein Next Best Action and Case Auto Response Rules
c. Sales Path and Automated Case Escalations
15. What is a benefit of a diverse, balanced, and large dataset?
a. Model Accuracy
b. Model trainability
c. Model Complexity
16. Cloud Kicks wants to optimize its business operations by incorporating Al into its CRM.
What should the company do first to prepare its data for use with AI?
a. Determine data outcomes
b. Determine data availability
c. Determine data biases
17. Cloud Kicks wants to decrease the workload for its customer care agents by
implementing a chatbot on its website that partially deflects incoming cases by
answering frequently asked questions. Which field of AT is most suitable for this
scenario?
a. Predictive Analysis
b. Natural Language Processing
c. Computer Vision
18. What are the potential consequences of an organization suffering from poor data
quality?
a. Low employee morale, stock devaluation, and inability to attract top talent
b. Revenue loss, poor customer service, and reputational damage
c. Technical debt, monolithic system architecture, and slow ETL throughput
19. What is a potential source of bias in training data for AI models?
a. The data is collected from a diverse range of sources and demographics.
b. The data is skewed toward a particular demographic or source

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 c. The data is collected in real time from source systems.
20. What is a sensitive variable that can lead to bias?
a. Education level
b. Country
c. Gender
21. What are the three commonly used examples of Al in CRM?
a. Einstein Bots, face recognition, recommendations
b. Predictive scoring, forecasting, recommendations
c. Predictive scoring, reporting, Einstein Bots
22. What is an example of Salesforce's Trusted Al Principle of Inclusivity in practice?
a. Working with human rights experts
b. Striving for model explainability
c. Testing models with diverse datasets
23. What are some of the ethical challenges associated with Al development?
a.
b. Striving for model explainability
c. Testing models with diverse datasets
24. What is the best method to safeguard customer data privacy?
a. Track customer data consent preferences.
b. Archive customer data on a recurring schedule.
c. Protect customer data with encrypted access.
25. In the context of Salesforce's Trusted Al Principles, what does the principle of
Responsibility primarily focus on?
a. Providing a framework for data model accuracy
b. Ensuring ethical use of AI
c. Outlining the technical specifications for AI integration
26. What is a potential outcome of using poor-quality data in Al applications?
a. Al models are less accurate but easier to train.
b. Al models may produce biased or erroneous results.
c. AL model training becomes slower and less efficient.
27. Which statement exemplifies Salesforce's honesty guideline when training AI models?
a. Minimize the Al model's carbon footprint and environmental impact during
training.
b. Choose smaller better-trained models instead of larger more sparsely trained
models.
c. Ensure appropriate consent and transparency when using Al-generated
responses.
28. What is a key challenge of human-AI collaboration in decision making?
a. Creates a reliance on Al, potentially leading to less critical thinking and
oversight
b. Leads to more informed and balanced decision-making
c. Reduces the need for human involvement in decision-making processes
29. Salesforce defines bias as using a person's immutable traits to classify them or market
to them. Which potentially sensitive attribute is an example of an immutable trait?
a. Financial status
b. Nickname
c. Email address

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30. What is the main focus of the Accountability principle in Salesforce's Trusted Al
Principles?
a. Taking responsibility for one’s actions toward customers, partners, and
society
b. Ensuring transparency in Al-driven recommendations and predictions
c. Safeguarding fundamental human rights and protecting sensitive data
31. What is a benefit of data quality and transparency as it pertains to bias in generative AI?
a. Chances of bias are aggravated.
b. Chances of bias are removed.
c. Chances of bias are mitigated.
32. What is the significance of explainability of trusted Al systems?
a. Increases the complexity of Al models
b. Enhances the security and accuracy of Al models
c. Describes how Al models make decisions
33. Cloud Kicks' latest email campaign is struggling to attract new customers. How can Al
increase the company's customer email engagement?
a. Create personalized emails
b. Resend emails to inactive recipients
c. Remove invalid email addresses
34. Cloud Kicks discovered multiple variations of state and country values in contact
records. Which data quality dimension is affected by this issue?
a. Consistency
b. Accuracy
c. Usage
35. Cloud Kicks plans to use automated chat as its primary support channel. Which
Einstein feature should they use?
a. Discovery
b. Bots
c. Next Best Action
36. What does the term "data completeness" refer to in the context of data quality?
a. The degree to which all required data points are present in the dataset
b. The process of aggregating multiple datasets from various databases
c. The ability to access data from multiple sources in real time
37. A sales manager wants to improve their processes using Al in Salesforce. Which
application of AI would be most beneficial?
a. Data modelling and Management
b. Lead scoring and opportunity forecasting
c. Sales Dashboard and reporting
38. What are predictive analytics, machine learning, natural language processing (NLP), and
computer vision?
a. Different types of data models used in Salesforce
b. Different types of automation tools used in Salesforce
c. Different types of Al that can be applied in Salesforce
39. What is an implication of user consent in regard to AI data privacy?
a. AI operates independently of user privacy and consent.
b. AI ensures complete data privacy by automatically obtaining user consent.
c. AI infringes on privacy when user consent is not obtained.
40. Which best describes the difference between predictive Al and generative AI?

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a. Predictive Al uses machine learning to classify or predict outputs from its input
data whereas generative AI does not use machine learning to generate its
output.
b. Predictive Al uses machine learning to classify or predict outputs from its
input data whereas generative Al uses machine learning to generate new
and original output for a given input.
c. Predictive Al and generative Al have the same capabilities but differ in the type of
input they receive; predictive Al receives raw data whereas generative Al receives
natural language.

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1. Which AI tool is a web of connections, guided by weights and biases?
a. Neural Networks
b. Predictive Analytics
c. Rules based systems
2. How does the “right of least privilege” reduce the risk of handling sensitive personal
data?
a. By applying data retention policies
b. By limiting how many people have access to data
c. By reducing how many attributes are collected
3. What is a possible outcome of poor data quality?
a. AI systems inadvertently learn and amplify biases.
b. AI predictions become more focused and less robust
c. AI models have slower response times.
4. How does an organization benefit from using AI to personalize the shopping experience
of Online customers?
a. Customers are more likely to be satisfied with their shopping experience.
b. Customers are more likely to share personal information with a site that
personalises their experience.
c. Customers are more likely to personalise their own shopping experience after
learning from AI.
5. How does a data quality assessment impact business outcomes for companies using
AI?
a. Provides a benchmark for AI predictions
b. Improves the speed of AI recommendations
c. Accelerate the delivery of new AI solutions
6. How does poor data quality affect predictive and generative AI models?
a. Creates inaccurate results
b. Increases raw data volume
c. Decreases storage efficiency
7. How does data quality impact the trustworthiness of the AI driven decisions?
a. Low-quality data increases the risk of overfitting the model, but accuracy of
predictions may improve.
b. High quality data improves the reliability and credibility of AI-driven
decisions.
c. The use of both low-quality and high-quality data can improve the accuracy and
reliability of AI-driven decisions, fostering trust among others.
8. Which best describes the difference between predictive AI and generative AI?
a. Predictive AI uses machine learning to classify or predict outputs from its input
data whereas generative AI does not use machine learning to generate its
output.
b. Predictive AI uses machine learning to classify or predict outputs from its
input data whereas generative AI uses machine learning to generate new
and original output for a given input.
c. Predictive AI and generative AI have the same capabilities but differ in the type of
input they receive; predictive AI receives raw data whereas Generative AI
received Natural Language.
9. What is an implication of User consent in regard to AI data privacy?
a. AI operates independently of User privacy and consent

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 b. AI infringes on privacy when user consent is not obtained.
c. AI ensures complete data privacy by automatically obtaining user consent.
10. What should an organization do to enforce consistency across accounts for newly
entered records?
a. Merge all duplicate records into a single record when duplicate entries are
detected.
b. Input the data exactly as it appears from the source, such as the Company’s
website or social media.
c. Implement naming conventions or a predefined list of user-selectable
values for organisation-wide records.
11. Cloud kicks wants to evaluate its data quality to ensure accurate and up-to-date
records. Which type of records negatively impact data quality?
a. Duplicate
b. Structured
c. Complete
12. Which action introduces bias in the training data used for AI algorithms?
a. Using a large dataset that is computationally expensive
b. Using a dataset that represents diverse perspectives and populations
c. Using a dataset that underrepresents perspectives and populations
13. To avoid introducing unintended bias to an AI model, which type of data should be
omitted?
a. Transactional
b. Engagement
c. Demographic
14. What is a key benefit of effective interaction between humans and AI systems?
a. Leads to more informed and balanced decision making
b. Alerts humans to the presence of biased data
c. Reduces the need for human involvement
15. Cloud Kicks want to develop a solution to predict customers’ product interests based on
historical data. The company found that employees from one region use a text field to
capture the product category, while employees from all other locations use a picklist.
Which dimension of data quality is affected in this scenario?
a. Completeness
b. Accuracy
c. Consistency
16. What is a key consideration regarding data quality’s role in AI implementation?
a. Customizing AI features in Salesforce
b. Training and fine-tuning Salesforce AI models
c. Integrating AI models with Salesforce workflows
17. Cloud Kicks want to improve the quality of its AI models’ predictions with the use of a
large amount of data. Which data quality element should the company focus on?
a. Accuracy
b. Location
c. Volume
18. A Service leader wants to use AI to help customers resolve their issues quicker in a
guided self-serve application. Which Einstein functionality provides the best solution?
a. Bots
b. Case Classification

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 c. Recommendation
19. An administrator at Cloud Kicks wants to ensure that a field is set up on the Customer
record so their preferred name can be captured. Which Salesforce field type should the
Administrator use to accomplish this?
a. Rich Text Area
b. Multi-Select picklist
c. Text
20. Cloud Kicks is testing a new AI model. Which approach aligns with Salesforce’s Trusted
AI Principle of Inclusivity?
a. Rely on a team with similar backgrounds to the target users and assess the
model.
b. Test only with data from a specific region or demographic to ensure data will be
relevant.
c. Test with diverse and representative datasets appropriate for how the model
will be used.
21. Cloud Kicks wants to use AI to enhance its sales processes and Customer support.
Which capabilities should they use?
a. Einstein Next Best Action and Case Auto Response Rules
b. Sales Path and Automated Case Escalation
c. Einstein Lead Scoring and Case Classification
22. How does AI assist in Lead qualification?
a. Score leads based on customer data
b. Created personalised SMS campaigns
c. Automatically interacts with prospects
23. Cloud Kicks relies on data analysis to optimize its product recommendations for
Customers. How will incomplete data quality impact the company’s recommendations?
a. The response time for the product
b. The accuracy of the product
c. The diversity of the product
24. Cloud Kicks wants to ensure that multiple records for the same customer are removed
in Salesforce. Which feature should be used to accomplish this?
a. Duplicate Management
b. Trigger deletion of old records
c. Mass delete List view button
25. Cloud Kicks prepares a dataset for an AI model and identifies some inconsistencies in
the data. What is the most appropriate action the company should take?
a. Adjust the AI model to account for the data inconsistencies
b. Increase the quantity of data being used for training the model
c. Investigate the data inconsistencies and apply data quality technique
26. A sales manager wants to use AI to help sales representatives log their calls quicker and
more accurately. Which function provides the best solution?
a. Call Summaries
b. Sales Dialer
c. Auto-Generated Sales Tasks
27. Cloud Kicks wants to use Einstein Prediction Builder to determine a customer’s
likelihood of buying specific products; however, data quality is a concern. How can the
data quality be assessed quickly?
a. Run reports to explore the data quality

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 b. Leverage the data quality apps from AppExchange
c. Build a Data Management Strategy
28. Which data does Salesforce automatically exclude from Marketing Cloud Einstein
engagement model training to mitigate bias and ethical risks?
a. Cryptographic
b. Geographic
c. Demographic
29. A customer using Einstein prediction builder is confused about why a certain prediction
was made. Following Salesforce’s Trusted AI Principle, which customer information
should be accessible on the Salesforce platform?
a. A marketing article of the product that clearly outlines the product’s capabilities
and features.
b. An explanation of the prediction’s rationale and a model card that describes
how the model was created.
c. An explanation of how prediction builder works and a link to Salesforce’s Trusted
AI principles.
30. What is Salesforce’s trusted AI principle of transparency?
a. The customization of AI features to meet specific business requirements.
b. The integration of AI models with Salesforce workflows
c. The clear and understandable explanation of AI decisions and actions.
31. What should be done to prevent bias from entering an AI system when training it?
a. Import diverse training data
b. User alternative assumptions
c. Include proxy variables
32. What is a societal implication of excluding ethics in AI development?
a. Faster and cheaper development
b. More innovation and creativity
c. Harm to marginalized communities
33. What is an example of ethical debt?
a. Launching an AI feature after discovering a harmful idea
b. Violating a data privacy and failing to pay fines
c. Delaying an AI product launch to retrain an AI data model
34. A consultant conducts a series of Consequence Scanning workshops to support testing
diverse datasets. Which Salesforce Trusted AI principle is being practiced?
a. Inclusivity
b. Transparency
c. Accountability
35. In the context of Salesforce Trusted AI Principles, what does the principle of
Empowerment primarily aim to achieve?
a. Empower users to contribute to the growing body of knowledge of leading AI
research.
b. Empower users to solve challenging technical problems using neural networks.
c. Empower users of all skill levels to build AI applications with clicks, not
code.
36. Which action should be taken to develop and implement trusted generative AI with
Salesforce’s safety guideline in mind?
a. Create guardrails that mitigate toxicity and protect PII
b. Provide frequent prompts to new user consent settings

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 c. Develop right-sized models to reduce our carbon footprint.
37. A Business Analyst (BA) wants to improve business by enhancing their sales processes
and customer support. Which AI applications should the BA use to meet their needs?
a. Machine learning model and chatbot predictions
b. Einstein bots and Automated case escalations
c. Lead scoring, Opportunity forecasting and case classification
38. How does AI within CRM help sales representatives better understand previous
customer interactions?
a. Provides call summaries
b. Creates, localises, and translates product descriptions
c. Triggers personalized service replies
39. Cloud Kicks wants to evaluate the quality of its sales data. Which first step should they
take for the data quality assessment?
a. Plan and align territories
b. Run a new report or dashboard
c. Identify business objectives.
40. Salesforce defines bias as using a person’s immutable traits to classify them or market
to them. Which potentially sensitive attribute is an example of an immutable trait?
a. Nickname
b. Email address
c. Financial Status

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1. Cloud Kicks wants to decrease the workload for its customer care agents by
implementing a chatbot on its website that partially deflects incoming cases by
answering frequently asked questions. Which field of Al is most suitable for this
scenario?
a. Natural Language Processing
b. Predictive Analysis
c. Computer vision
2. The Cloud Kicks technical team is assessing the effectiveness of their Al development
processes. Which established Salesforce Ethical Maturity Model should the team use to
guide the development of trusted AI solutions?
a. Ethical AI Process Maturity Model
b. Ethical AI Prediction Maturity Model
c. Ethical AI Practice Maturity Model
3. A sales manager wants to improve their processes using Al in Salesforce. Which
application of Al would be most beneficial?
a. Sales dashboard and reporting
b. Lead scoring and opportunity forecasting
c. Data modelling and management
4. What can bias in Al algorithms in CRM lead to?
a. Personalization and targeted marketing charges
b. Advertising cost increases
c. Ethical challenges in CRM Systems
5. Cloud Kicks wants to develop a solution to predict customers' product interests based
on historical data. The company found that employees from one region use a text field to
capture the product category, while employees from all other locations use a picklist.
Which dimension of data quality is affected in this scenario?
a. Completeness
b. Consistency
c. Accuracy
6. What is the most likely impact that high-quality data will have on customer
relationships?
a. Higher Customer acquisition costs
b. Increased brand loyalty
c. Improved Customer trust and satisfaction
7. In the context of Salesforce's Trusted Al Principles, what does the principle of
Empowerment primarily aim to achieve?
a. Empower users to solve challenging technical problems using neural networks.
b. Empower users to contribute to the growing body of knowledge of leading AI
research.
c. Empower users of all skill levels to build Al applications with clicks, not
code.
8. Cloud Kicks wants to use Al to enhance its sales processes and customer support.
Which capability should they use?
a. Dashboard of current leads and cases
b. Einstein lead scoring and case classification
c. Sales Path and Automated case escalations
9. Why is it critical to consider privacy concerns when dealing with Al and CRM data?
a. Confirms the data is accessible to all users.

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 b. Ensures compliance with laws and regulations
c. Increases the volume of data collected
10. How does Al within CRM help sales representatives better understand previous
customer interactions?
a. Provides call summaries
b. Triggers personalized service replies
c. Creates, localizes, and translates product descriptions
11. A service leader wants to use Al to help customers resolve their issues quicker in a
guided self-serve application. Which Einstein functionality provides the best solution?
a. Bots
b. Recommendation
c. Case Classification
12. Which data does Salesforce automatically exclude from Marketing Cloud Einstein
engagement model training to mitigate bias and ethical risks?
a. Geographic
b. Demographic
c. Cryptographic
13. Cloud Kicks wants to use Einstein Prediction Builder to determine a customer's
likelihood of buying specific products; however, data quality is a concern. How can data
quality be assessed quickly?
a. Run reports to explore the data quality
b. Leverage data quality apps from AppExchange
c. Build a Data Management Strategy
14. What role does data quality play in the ethical use of Al applications?
a. High-quality data is essential for ensuring unbiased and fair Al decisions,
promoting ethical use, and preventing discrimination.
b. High-quality data ensures the presence of demographic attributes required for
personalized campaigns.
c. Low-quality data reduces the risk of unintended bias as the data is not overfitted
to demographic groups.
15. What is the role of data quality in achieving Al business objectives?
a. Data quality is unnecessary because AI can work with all data types.
b. Data quality is important for maintaining Al data storage limits.
c. Data quality is required to create accurate Al data insights.
16. What is a potential source of bias in training data for AI models?
a. The data is collected in real time from source systems.
b. The data is skewed toward a particular demographic or source.
c. The data is collected from a diverse range of sources and demographics.
17. A system admin recognizes the need to put a data management strategy in place. What
is a key component of a data management strategy?
a. Naming Convention
b. Data Backup
c. Colour coding
18. A data quality expert at Cloud Kicks wants to ensure that each new contact contains at
least an email address or phone number. Which feature should they use to accomplish
this?
a. Validation rule
b. Autofill

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 c. Duplicate Matching Rule
19. Which best describes the difference between predictive Al and generative AI?
a. Predictive AI uses machine learning to classify or predict outputs from its input
data whereas generative Al does not use machine learning to generate its
output.
b. Predictive Al and generative AL have the same capabilities but differ in the type
of input they receive; predictive Al receives raw data whereas generative Al
receives natural language.
c. Predictive Al uses machine learning to classify or predict outputs from its
input data whereas generative Al uses machine learning to generate new
and original output for a given input.
20. Cloud Kicks wants to use an Al model to predict the demand for shoes using historical
data on sales and regional characteristics. What is an essential data quality dimension
to achieve this goal?
a. Age
b. Reliability
c. Volume
21. What is a potential outcome of using poor-quality data in Al applications?
a. AI model training becomes slower and less efficient.
b. AI models become more interpretable.
c. AI models may produce biased or erroneous results.
22. A Consultant conducts a series of Consequence Scanning Workshops to support
testing diverse datasets. Which Salesforce trusted AI principle is being practiced?
a. Inclusivity
b. Transparency
c. Accountability
23. Which Einstein capability uses emails to create content for Knowledge articles?
a. Discover
b. Generate
c. Predict
24. What is a key challenge of human-AI collaboration in decision-making?
a. Reduces the need for human involvement in decision-making processes
b. Leads to more informed and balanced decision-making
c. Creates a reliance on Al, potentially leading to less critical thinking and
oversight
25. What should be done to prevent bias from entering an Al system when training it?
a. Include proxy variables
b. Import diverse training data
c. Use alternative assumptions
26. What is a key consideration regarding data quality in Al implementations?
a. Data’s role in training and fine-tuning Salesforce AI models
b. Integration process of AI models with Salesforce workflows
c. Techniques for customizing AI features in Salesforce
27. How does a data quality assessment impact business outcomes for companies using
AI?
a. Provides a benchmark for AI predictions
b. Improves the speed of AI recommendations
c. Accelerates the delivery of new AI solutions

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28. Cloud Kicks uses Einstein to generate predictions but is not seeing accurate results.
What is a potential reason for this?
a. The wrong product
b. Poor data quality
c. Too much data
29. What is machine learning?
a. AI that can grow its intelligence
b. AI that creates new content
c. A data model used in salesforce
30. Which action should be taken to develop and implement trusted generative Al with
Salesforce's safety guideline in mind?
a. Be transparent when Al has created and autonomously delivered content.
b. Create guardrails that mitigate toxicity and protect PII.
c. Develop right-sized models to reduce our carbon footprint.
31. What are the key components of the data quality standard?
a. Naming, Formatting, Monitoring
b. Reviewing, Updating, Archiving
c. Accuracy, Completeness, Consistency
32. Cloud Kicks learns of complaints from customers who are receiving too many sales
calls and emails. Which data quality dimension should be assessed to reduce these
communication inefficiencies?
a. Usage
b. Duplication
c. Consent
33. A financial institution plans a campaign for preapproved credit cards. How should they
implement Salesforce's Trusted AI Principle of Transparency?
a. Flag sensitive variables and their proxies to prevent discriminatory lending
practices.
b. Incorporate customer feedback into the model's continuous training.
c. Communicate how risk factors such as credit score can impact customer
eligibility.
34. Which statement exemplifies Salesforce's honesty guideline when training AI models?
a. Minimize the AI model's carbon footprint and environmental impact during
training.
b. Ensure appropriate consent and transparency when using Al-generated
responses.
c. Control bias, toxicity, and harmful content with embedded guardrails and
guidance.
35. What is the role of Salesforce's Trusted Al Principles in the context of CRM systems?
a. Guiding ethical and responsible use of AI
b. Outlining the technical specifications for AI integration
c. Providing a framework for AI data model accuracy
36. What is a benefit of data quality and transparency as it pertains to bias in generative AI?
a. Chances of bias are aggravated.
b. Chances of bias are mitigated.
c. Chances of bias are removed.
37. What is an example of ethical debt?
a. Launching an AI feature after discovering a harmful bias

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 b. Delaying an Al product launch to retrain an AI data model
c. Violating a data privacy law and failing to pay fines
38. Which type of bias imposes a system’s values on others?
a. Automation
b. Societal
c. Association
39. A marketing manager wants to use Al to better engage their customers. Which
functionality provides the best solution?
a. Bring Your Own Model
b. Journey Optimization
c. Einstein Engagement
40. A business analyst (BA) wants to improve business by enhancing their sales processes
and customer support. Which AI applications should the BA use to meet their needs?
a. Machine learning models and chatbot predictions
b. Sales data cleansing and customer support data governance
c. Lead scoring, opportunity forecasting, and case classification

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1. What is an example of Salesforce’s Trusted AI Principle of Inclusivity in practice?
a. Testing models with diverse datasets
b. Striving for model explain ability
c. Working with human rights experts
2. A healthcare company implements an algorithm to analyze parent data and assist in medical
diagnosis. Which primary role does data Quality play In this AI application?
a. Enhanced accuracy and reliability of medical predictions and diagnoses
b. Ensured combability of AI algorithms with the system’s Infrastructure
c. Reduced need for healthcare expertise in interpreting AI outputs
3. What is a sensitive variable that car esc to bias?
a. Education level
b. Country
c. Gender
4. What are some key benefits of AI in improving customer experiences in CRM?
a. Improves CRM security protocols, safeguarding sensitive customer data from
potential breaches and threats
b. Streamlines case management by categorizing and tracking customer support
cases, identifying topics, and summarizing case resolutions
c. Fully automates the customer service experience, ensuring seamless automated
interactions with customers
5. Cloud Kicks wants to implement AI features on its Salesforce Platform but has concerns
about potential ethical and privacy challenges. What should they consider doing to minimize
potential AI bias?
a. Integrate AI models that auto-correct biased data.
b. Implement Salesforce’s Trusted AI Principles.
c. Use demographic data to identify minority groups.
6. A marketing manager wants to use AI to better engage their customers. Which functionality
provides the best solution?
a. Journey Optimization
b. Bring Your Own Model
c. Einstein Engagement
7. Cloud Kicks wants to develop a solution to predict customers product interests based on
historical data. The company found that employees from one region use a text field to capture
the product category, while employees from all other locations use a picklist. Which data
quality dimension is affected in this scenario?
a. Completeness
b. Accuracy
c. Consistency
8. Cloud Kicks is testing a new AI model. Which approach aligns with Salesforce’s Trusted AI
Principle of Inclusivity?
a. Test only with data from a specific region or demographic to limit the risk of data
leaks.
b. Rely on a development team with uniform backgrounds to assess the potential
societal implications of the model.
c. Test with diverse and representative datasets appropriate for how the model will
be used.
9. Cloud Kicks implements a new product recommendation feature for its shoppers that
recommends shoes of a given colour to display to customers based on the colour of the

16
products from their purchase history. Which type of bias is most likely to be encountered in this
scenario?
a. Confirmation
b. Survivorship
c. Societal
10. Cloud Kicks wants to optimize its business operations by incorporating AI into its CRM. What
should the company do first to prepare its data for use with AI?
a. Remove biased data.
b. Determine data availability.
c. Determine data outcomes.
11. Cloud Kicks relies on data analysis to optimize its product recommendation; however, CK
encounters a recurring Issue of Incomplete customer records, with missing contact
Information and incomplete purchase histories. How will this incomplete data quality impact
the company’s operations?
a. The accuracy of product recommendations is hindered.
b. The diversity of product recommendations Is Improved.
c. The response time for product recommendations is stalled.
12. What is the main focus of the Accountability principle in Salesforce’s Trusted AI Principles?
a. Safeguarding fundamental human rights and protecting sensitive data
b. Taking responsibility for one’s actions toward customers, partners, and society
c. Ensuring transparency In Al-driven recommendations and predictions
13. What are some of the ethical challenges associated with AI development?
a. Potential for human bias in machine learning algorithms and the lack of
transparency in AI decision-making processes
b. Implicit transparency of AI systems, which makes It easy for users to understand and
trust their decisions
c. Inherent neutrality of AI systems, which eliminates any potential for human bias in
decision-making
14. Which type of bias results from data being labeled according to stereotypes?
a. Association
b. Societal
c. Interaction
15. Which Einstein capability uses emails to create content for Knowledge articles?
a. Generate
b. Discover
c. Predict
16. What is a benefit of a diverse, balanced, and large dataset?
a. Training time
b. Data privacy
c. Model accuracy
17. Cloud Kicks discovered multiple variations of state and country values in contact records.
Which data quality dimension is affected by this issue?
a. Usage
b. Accuracy
c. Consistency
18. How does an organization benefit from using AI to personalize the shopping experience of
online customers?

17
 a. Customers are more likely to share personal information with a site that personalizes
their experience.
b. Customers are more likely to be satisfied with their shopping experience.
c. Customers are more likely to visit competitor sites that personalize their experience.
19. A Salesforce administrator creates a new field to capture an order’s destination country.
Which field type should they use to ensure data quality?
a. Text
b. Picklist
c. Number
20. Which features of Einstein enhance sales efficiency and effectiveness?
a. Opportunity List View, Lead List View, Account List view
b. Opportunity Scoring, Opportunity List View, Opportunity Dashboard
c. Opportunity Scoring, Lead Scoring, Account Insights
21. Salesforce defines bias as using a person’s Immutable traits to classify them or market to
them. Which potentially sensitive attribute is an example of an immutable trait?
a. Financial status
b. Nickname
c. Email address
22. How is natural language processing (NLP) used in the context of AI capabilities?
a. To cleanse and prepare data for AI implementations
b. To interpret and understand programming language
c. To understand and generate human language
23. Cloud Kicks wants to create a custom service analytics application to analyze cases in
Salesforce. The application should rely on accurate data to ensure efficient case resolution.
Which data quality dimension Is essential for this custom application?
a. Consistency
b. Duplication
c. Age
24. What should organizations do to ensure data quality for their AI initiatives?
a. Collect and curate high-quality data from reliable sources.
b. Rely on AI algorithms to automatically handle data quality issues.
c. Prioritize model fine-tuning over data quality improvements.
25. What are the three commonly used examples of AI in CRM?
a. Predictive scoring, reporting, Image classification
b. Predictive scoring, forecasting, recommendations
c. Einstein Bots, face recognition, recommendations
26. What is possible outcome of poor data quality?
a. AI predictions become more focused and less robust
b. AI models maintain accuracy but have slower response times.
c. Biases in data can be inadvertently learned and amplified by AI systems
27. What is one way to achieve transparency in AI?
a. Communicate AI goals and objectives with those involved prior to all interactions
b. Allow users to give feedback regarding the inferences the AI makes about them.
c. Establish and ethical and unbiased culture amongst those involved
28. What is the key differences between generative and predictive AI?
a. Generative AI finds content similar to existing data and predictive AI analyses existing
data

18
 b. Generative AI analyses existing data and predictive AI creates new content based on
existing data.
c. Generative AI creates new content based on existing data and predictive AI
analyses existing data.
29. Cloud kicks learns of complaints from customers who are receiving too many sales calls
and emails. Which data quality dimension should be assessed to reduce these communication
inefficiencies?
a. Duplication
b. Consent
c. Usage
30. What is a key benefit of effective interaction between humans and AI Systems?
a. Reduces the need for human involvement
b. Alerts humans to the presence of biased data
c. Leads to more informed and balanced decision-making
31. How does the “right of least privilege” reduce the risk of handling sensitive personal data?
a. By limiting how many people have access to data
b. By applying data retention policies
c. By reducing how many attributes are collected
32. What is an implication of user consent in regard to AI data privacy?
a. AI operates independently of use privacy and consent
b. AI ensures complete data privacy by automatically obtaining user consent
c. AI infringes on privacy when user consent is not obtained
33. An administrator at cloud kicks wants to ensure that a field is set up on the customer record
so their preferred name can be captured. Which salesforce field type should the administrator
use to accomplish this?
a. Rich Text Area
b. Multi-Select Picklist
c. Text
34. A customer using Einstein Prediction Builder is confused about why a certain prediction was
made. Following Salesforce’s Trusted AI Principle of transparency, which customer information
should be accessible on the Salesforce Platform?
a. A marketing article of the product that clearly outline the product’s capabilities and
features.
b. An explanation of the prediction’s rationale and a model card that describes how
the model was created
c. An explanation of how Prediction Builder works and a link to Salesforce’s Trusted AI
Principles
35. To avoid introducing unintended bias to an AI model, which type of data should be omited?
a. Engagement
b. Demographic
c. Transactional
36. How does data quality impact the trustworthiness of AI-driven decisions?
a. The use of both low-quality and high-quality data can improve the accuracy and
reliability of AI-driven decisions.
b. High-quality data improves the reliability and credibility of AI-driven decisions,
fostering trust among users.

19
 c. Low-quality data reduces the risk of overfitting the model, improving the
trustworthiness of the predictions
37. What is the best method to safeguard customer data privacy?
a. Automatically anonymize all customer data.
b. Track customer data consent preferences.
c. Archive customer data on a recurring schedule
38. What is machine learning?
a. AI that can grow its intelligence
b. AI that creates new contents
c. A data model used in salesforce
39. A service leader wants to use AI to help customers resolve their issues quicker in self-
service application. Which Einstein functionality provided the best solution?
a. Case Classification
b. Bots
c. Recommendation
40. Why its critical to consider privacy concerns when dealing with AI and CRM data?
a. Ensures compliance with laws and regulations
b. Confirms the data is accessible to all users
c. Increases the volume of the data collected

20
1. An administrator at Cloud Kicks wants to ensure that a field is set up on the Customer record
so their preferred name can be captured. Which Salesforce field type should the Administrator
use to accomplish this?

a. Rich Text Area

b. Multi-Select picklist
c. Text
2. Which features of Einstein enhance sales efficiency and effectiveness?
a. Opportunity List View, Lead List View, Account List view
b. Opportunity Scoring, Opportunity List View, Opportunity Dashboard
c. Opportunity Scoring, Lead Scoring, Account Insights

3. What is the best method to safeguard customer data privacy?

a. Automatically anonymize all customer data

b. Track Customer data consent preferences.

c. Archive customer data on a recurring schedule.

4. Cloud Kicks want to ensure that multiple records for the same Customer are removed in
Salesforce. Which feature should be used to accomplish this?

a. Duplicate Management

b. Trigger deletion of Old records

c. Standardized field names

5. What is a key characteristic of machine learning in the context of AI capabilities?

a. Uses algorithms to learn from data and make decisions

b. Relies on preprogrammed rules to make decisions

c. Can perfectly mimic human intelligence and decision making

6. To avoid introducing unintended bias to an AI model, which type of data should be omitted?

a. Transactional

b. Engagement

c. Demographic

7. What is the key difference between Generative and Predictive AI?

a. Generative AI creates new content based on existing data and predictive AI

analyses existing data.

b. Generative AI finds content similar to existing data and predictive AI analyses existing
data.

c. Generative AI analyses existing data and predictive AI creates new content based on
existing data.

8. What is a possible outcome of poor data quality?

21
 a. AI models maintain accuracy but have slower response time.

b. Biases in data can be inadvertently learned and amplified by AI systems.

c. AI predictions become more focused and less robust.

9. Cloud kicks learns of complaints from customers who are receiving too many sales calls and
emails. Which data quality dimension should be assessed to reduce these communication
inefficiencies?
a. Duplication
b. Consent
c. Usage

10. How does data quality impact the trustworthiness of AI driven decisions?

a. The use of both low-quality and high-quality data can improve the accuracy and
reliability of AI-driven decisions.

b. High-quality data improves the reliability and credibility of AI-driven decisions,

fostering trust among users.

c. Low-quality data reduces the risk of overfitting the model, improving the
trustworthiness of the predictions.

11. A developer is tasked with selecting a suitable dataset for training an AI model in Salesforce
to accurately predict current customer behavior. What is the crucial factor that the developer
should consider during selection?

a. Number of variables in the dataset

b. Size of the dataset

c. Age of the dataset

12. What is an implication of user consent in regard to AI data privacy?

a. AI operates independently of user privacy and consent.

b. AI ensures complete data privacy by automatically obtaining user consent.
c. AI infringes on privacy when user consent is not obtained.

13. What is a key benefit of effective interaction between humans and AI systems?

a. Leads to more informed and balanced decision-making

b. Alert humans to the presence of biased data

c. Reduces the need for human involvement

14. A Salesforce Administrator creates a new field to capture an order’s destination country.
Which field type should they use to ensure data quality?

a. Text

b. Picklist

c. Number

22
15. A customer using Einstein Prediction Builder is confused about why a certain prediction was
made. Following Salesforce’s Trusted AI Principle of transparency, which customer information
should be accessible on the Salesforce Platform?
a. A marketing article of the product that clearly outline the product’s capabilities and
features.
b. An explanation of the prediction’s rationale and a model card that describes how
the model was created
c. An explanation of how Prediction Builder works and a link to Salesforce’s Trusted AI
principles.
16. Cloud Kicks implements a new product recommendation feature for its shoppers that
recommends shoes of a given colour to display to customers based on the colour of the
products from their purchase history. Which type of bias is most likely to be encountered in this
scenario?
a. Confirmation
b. Survivorship
c. Societal

17. What is a sensitive variable that can lead to bias?

a. Education level

b. Country

c. Gender

18. How does the “right of least privilege” reduce the risk of handling sensitive personal data?
a. By limiting how many people have access to data
b. By applying data retention policies
c. By reducing how many attributes are collected
19. What is the main focus of the Accountability principle in Salesforce’s Trusted AI Principles?
a. Safeguarding fundamental human rights and protecting sensitive data
b. Taking responsibility for one’s actions toward customers, partners, and society
c. Ensuring transparency In Al-driven recommendations and predictions

20. A marketing manager wants to use Al to better engage their customers. Which functionality
provides the best solution?

a. Bring Your Own Model

b. Journey Optimization
c. Einstein Engagement

21. Which Einstein capability uses emails to create content for Knowledge articles?

a. Discover
b. Generate
c. Predict
22. What should organizations do to ensure data quality for their AI initiatives?
a. Collect and curate high-quality data from reliable sources.
b. Rely on AI algorithms to automatically handle data quality issues.
c. Prioritize model fine-tuning over data quality improvements.

23. Which type of bias results from data being labelled according to stereotypes?

23
 a. Association

b. Societal

c. Interaction

24. Cloud Kicks relies on data analysis to optimize its product recommendation; however, CK
encounters a recurring Issue of Incomplete customer records, with missing contact
Information and incomplete purchase histories. How will this incomplete data quality impact
the company’s operations?
a. The accuracy of product recommendations is hindered.
b. The diversity of product recommendations Is Improved.
c. The response time for product recommendations is stalled.
25. What are some key benefits of AI in improving customer experiences in CRM?
a. Improves CRM security protocols, safeguarding sensitive customer data from
potential breaches and threats
b. Streamlines case management by categorizing and tracking customer support
cases, identifying topics, and summarizing case resolutions
c. Fully automates the customer service experience, ensuring seamless automated
interactions with customers
26. Cloud Kicks is testing a new AI model. Which approach aligns with Salesforce’s Trusted AI
Principle of Inclusivity?
a. Test only with data from a specific region or demographic to limit the risk of data
leaks.
b. Rely on a development team with uniform backgrounds to assess the potential
societal implications of the model.

c. Test with diverse and representative datasets appropriate for how the model will
be used.

27. Salesforce defines bias as using a person's immutable traits to classify them or market to
them. Which potentially sensitive attribute is an example of an immutable trait?

a. Financial status
b. Nickname
c. Email address
28. Cloud Kicks wants to implement AI features on its Salesforce Platform but has concerns
about potential ethical and privacy challenges. What should they consider doing to minimize
potential AI bias?
a. Integrate AI models that auto-correct biased data.
b. Implement Salesforce’s Trusted AI Principles.
c. Use demographic data to identify minority groups.

29. How does an organization benefit from using AI to personalize the shopping experience of
Online customers?

a. Customers are more likely to be satisfied with their shopping

experience.
b. Customers are more likely to share personal information with a site that
personalises their experience.

24
 c. Customers are more likely to personalise their own shopping experience
after learning from AI.
30. Cloud Kicks wants to develop a solution to predict customers product interests based on
historical data. The company found that employees from one region use a text field to capture
the product category, while employees from all other locations use a picklist. Which data
quality dimension is affected in this scenario?
a. Completeness
b. Accuracy
c. Consistency
31. What are the three commonly used examples of AI in CRM?
a. Predictive scoring, reporting, Image classification
b. Predictive scoring, forecasting, recommendations
c. Einstein Bots, face recognition, recommendations

32. What is an example of Salesforce's Trusted Al Principle of Inclusivity in practice?

a. Working with human rights experts

b. Striving for model explainability
c. Testing models with diverse datasets

33. What is the benefit of a diverse, balanced, and large dataset?

a. Training time

b. Data privacy

c. Model accuracy

34. Cloud Kicks wants to optimize its business operations by incorporating AI into its CRM. What
should the company do first to prepare its data for use with AI?
a. Remove biased data.
b. Determine data availability.
c. Determine data outcomes.
35. A healthcare company implements an algorithm to analyze parent data and assist in
medical diagnosis. Which primary role does data Quality play In this AI application?
a. Enhanced accuracy and reliability of medical predictions and diagnoses
b. Ensured combability of AI algorithms with the system’s Infrastructure
c. Reduced need for healthcare expertise in interpreting AI outputs
36. How is natural language processing (NLP) used in the context of AI capabilities?
a. To cleanse and prepare data for AI implementations
b. To interpret and understand programming language
c. To understand and generate human language
37. Cloud Kicks discovered multiple variations of state and country values in contact records.
Which data quality dimension is affected by this issue?
a. Usage
b. Accuracy
c. Consistency
38. What are some of the ethical challenges associated with AI development?
a. Potential for human bias in machine learning algorithms and the lack of
transparency in AI decision-making processes

25
 b. Implicit transparency of AI systems, which makes It easy for users to understand and
trust their decisions
c. Inherent neutrality of AI systems, which eliminates any potential for human bias in
decision-making
39. Cloud Kicks wants to create a custom service analytics application to analyze cases in
Salesforce. The application should rely on accurate data to ensure efficient case resolution.
Which data quality dimension Is essential for this custom application?
a. Consistency
b. Duplication
c. Age

26
1. What is machine learning?
a. AI that can grow its intelligence
b. AI that creates new content
c. A data model used in Salesforce
2. A Service leader wants to use AI to help customers resolve their issues quicker in a
guided self-serve application. Which Einstein functionality provides the best solution?
a. Bots
b. Case Classification
c. Recommendation
3. Why is it critical to consider privacy concerns when dealing with AI and CRM data?
a. Ensures compliance with laws and regulations
b. Confirms the data is accessible to all users
c. Increases the volume of the data collected
4. Which action should be taken to develop and implement trusted generative AI with
Salesforce’s safety guideline in mind?
a. Create guardrails that mitigate toxicity and protect PII
b. Provide frequent prompts to new user consent settings
c. Develop right-sized models to reduce our carbon footprint.
5. What is a potential source of bias in training data for AI models?
a. The data is collected in real time from source systems
b. The data is skewed toward a particular demographic or source
c. The data is collected from a diverse range of sources and demographics
6. In the context of Salesforce's Trusted Al Principles, what does the principle of
Empowerment primarily aim to achieve?
a. Empower users to solve challenging technical problems using neural networks.
b. Empower users to contribute to the growing body of knowledge of leading AI
research.
c. Empower users of all skill levels to build Al applications with clicks, not
code.
7. Cloud Kicks wants to use Einstein Prediction Builder to determine a customer's
likelihood of buying specific products; however, data quality is a concern. How can data
quality be assessed quickly?
a. Build a Data Management Strategy.
b. Run reports to explore the data quality.
c. Leverage data quality apps from AppExchange.
8. What should be done to prevent bias from entering an AI system when training it?
a. Import diverse training data
b. User alternative assumptions
c. Include proxy variables
9. What is a key consideration regarding data quality’s role in AI implementation?
a. Customizing AI features in Salesforce
b. Training and fine-tuning Salesforce AI models
c. Integrating AI models with Salesforce workflows
10. Cloud Kicks wants to use AI to enhance its sales processes and Customer support.
Which capabilities should they use?
a. Einstein Next Best Action and Case Auto Response Rules
b. Sales Path and Automated Case Escalation
c. Einstein Lead Scoring and Case Classification

27
11. Which statement exemplifies Salesforce's honesty guideline when training AI models?
a. Minimize the Al model's carbon footprint and environmental impact during
training.
b. Choose smaller better-trained models instead of larger more sparsely trained
models.
c. Ensure appropriate consent and transparency when using Al-generated
responses.
12. What is a benefit of data quality and transparency as it pertains to bias in generative AI?
a. Chances of bias are aggravated.
b. Chances of bias are removed.
c. Chances of bias are mitigated.
13. Cloud Kicks learns of complaints from customers who are receiving too many sales
calls and emails. Which data quality dimension should be assessed to reduce these
communication inefficiencies?
a. Usage
b. Duplication
c. Consent
14. A Business Analyst (BA) wants to improve business by enhancing their sales processes
and customer support. Which AI applications should the BA use to meet their needs?
a. Machine learning model and chatbot predictions
b. Einstein bots and Automated case escalations
c. Lead scoring, Opportunity forecasting and case classification
15. Cloud Kicks uses Einstein to generate predictions but is not seeing accurate results.
What is a potential reason for this?
a. The wrong product
b. Poor data quality
c. Too much data
16. A data quality expert at Cloud Kicks wants to ensure that each new contact contains at
least an email address or phone number. Which feature should they use to accomplish
this?
a. Validation rule
b. Autofill
c. Duplicate Matching Rule
17. Cloud Kicks want to develop a solution to predict customers’ product interests based on
historical data. The company found that employees from one region use a text field to
capture the product category, while employees from all other locations use a picklist.
Which dimension of data quality is affected in this scenario?
a. Completeness
b. Accuracy
c. Consistency
18. Cloud Kicks wants to use an Al model to predict the demand for shoes using historical
data on sales and regional characteristics. What is an essential data quality dimension
to achieve this goal?
a. Age
b. Reliability
c. Volume
19. A sales manager wants to improve their processes using Al in Salesforce. Which
application of AI would be most beneficial?

28
 a. Data modelling and Management
b. Lead scoring and opportunity forecasting
c. Sales Dashboard and reporting
20. How does AI within CRM help sales representatives better understand previous
customer interactions?
a. Provides call summaries
b. Creates, localises, and translates product descriptions
c. Triggers personalized service replies
21. What is the most likely impact that high-quality data will have on customer
relationships?
a. Higher Customer acquisition costs
b. Increased brand loyalty
c. Improved Customer trust and satisfaction
22. What is the role of Salesforce's Trusted Al Principles in the context of CRM systems?
a. Guiding ethical and responsible use of AI
b. Outlining the technical specifications for AI integration
c. Providing a framework for AI data model accuracy
23. What role does data quality play in the ethical use of Al applications?
a. High-quality data is essential for ensuring unbiased and fair Al decisions,
promoting ethical use, and preventing discrimination.
b. High-quality data ensures the presence of demographic attributes required for
personalized campaigns.
c. Low-quality data reduces the risk of unintended bias as the data is not overfitted
to demographic groups.
24. What can bias in Al algorithms in CRM lead to?
a. Personalization and targeted marketing charges
b. Advertising cost increases
c. Ethical challenges in CRM Systems
25. What is an example of ethical debt?
a. Launching an AI feature after discovering a harmful idea
b. Violating a data privacy and failing to pay fines
c. Delaying an AI product launch to retrain an AI data model
26. A Consultant conducts a series of Consequence Scanning Workshops to support
testing diverse datasets. Which Salesforce trusted AI principle is being practiced?
a. Inclusivity
b. Transparency
c. Accountability
27. A financial institution plans a campaign for preapproved credit cards. How should they
implement Salesforce's Trusted AI Principle of Transparency?
a. Flag sensitive variables and their proxies to prevent discriminatory lending
practices.
b. Incorporate customer feedback into the model's continuous training.
c. Communicate how risk factors such as credit score can impact customer
eligibility.
28. Cloud Kicks wants to decrease the workload for its customer care agents by
implementing a chatbot on its website that partially deflects incoming cases by
answering frequently asked questions. Which field of Al is most suitable for this
scenario?

29
 a. Natural Language Processing
b. Predictive Analysis
c. Computer vision
29. What are the key components of the data quality standard?
a. Naming, Formatting, Monitoring
b. Reviewing, Updating, Archiving
c. Accuracy, Completeness, Consistency
30. Which best describes the difference between predictive Al and generative AI?
a. Predictive Al uses machine learning to classify or predict outputs from its input
data whereas generative AI does not use machine learning to generate its
output.
b. Predictive Al uses machine learning to classify or predict outputs from its
input data whereas generative Al uses machine learning to generate new
and original output for a given input.
c. Predictive Al and generative Al have the same capabilities but differ in the type of
input they receive; predictive Al receives raw data whereas generative Al receives
natural language.
31. Which type of bias imposes a system’s values on others?
a. Automation
b. Societal
c. Association
32. What is the role of data quality in achieving Al business objectives?
a. Data quality is unnecessary because AI can work with all data types.
b. Data quality is important for maintaining Al data storage limits.
c. Data quality is required to create accurate Al data insights.
33. What is a potential outcome of using poor-quality data in Al applications?
a. AI model training becomes slower and less efficient.
b. AI models become more interpretable.
c. AI models may produce biased or erroneous results.
34. The Cloud Kicks technical team is assessing the effectiveness of their Al development
processes. Which established Salesforce Ethical Maturity Model should the team use to
guide the development of trusted AI solutions?
a. Ethical AI Process Maturity Model
b. Ethical AI Prediction Maturity Model
c. Ethical AI Practice Maturity Model
35. Which Einstein capability uses emails to create content for Knowledge articles?
a. Discover
b. Generate
c. Predict
36. A marketing Manager wants to use AI to better engage their customers. Which
functionality provides the best solution?
a. Bring Your Own Model
b. Journey Optimization
c. Einstein Engagement
37. Which data does Salesforce automatically exclude from Marketing Cloud Einstein
engagement model training to mitigate bias and ethical risks?
a. Cryptographic
b. Geographic

30
 c. Demographic
38. How does a data quality assessment impact business outcomes for companies using
AI?
a. Provides a benchmark for AI predictions
b. Improves the speed of AI recommendations
c. Accelerates the delivery of new AI solutions
39. What is a key challenge of human-AI collaboration in decision-making?
a. Reduces the need for human involvement in decision-making processes
b. Leads to more informed and balanced decision-making
c. Creates a reliance on Al, potentially leading to less critical thinking and
oversight
40. A system admin recognizes the need to put a data management strategy in place. What
is a key component of a data management strategy?
a. Naming Convention
b. Data Backup
c. Colour coding

31
 1. What is a benefit of a diverse, balanced, and large dataset?
a. Model Accuracy
b. Model trainability
c. Model Complexity
2. What are the three commonly used examples of Al in CRM?
a. Einstein Bots, face recognition, recommendations
b. Predictive scoring, forecasting, recommendations
c. Predictive scoring, reporting, Einstein Bots
3. Cloud Kicks wants to optimize its business operations by incorporating AI into its CRM.
What should the company do first to prepare its data for use with AI?
a. Remove biased data.
b. Determine data availability.
c. Determine data outcomes.
4. A healthcare company implements an algorithm to analyze parent data and assist in medical
diagnosis. Which primary role does data Quality play In this AI application?
a. Enhanced accuracy and reliability of medical predictions and diagnoses
b. Ensured combability of AI algorithms with the system’s Infrastructure
c. Reduced need for healthcare expertise in interpreting AI outputs
5. What are some of the ethical challenges associated with AI development?
a. Potential for human bias in machine learning algorithms and the lack of
transparency in AI decision-making processes
b. Implicit transparency of AI systems, which makes It easy for users to understand and
trust their decisions
c. Inherent neutrality of AI systems, which eliminates any potential for human bias in
decision-making

6. Cloud Kicks discovered multiple variations of state and country values in contact records.
Which data quality dimension is affected by this issue?

a. Consistency
b. Accuracy
c. Usage
7. How is natural language processing (NLP) used in the context of AI capabilities?
a. To cleanse and prepare data for AI implementations
b. To interpret and understand programming language
c. To understand and generate human language

8. What is an example of Salesforce's Trusted Al Principle of Inclusivity in practice?

a. Working with human rights experts

b. Striving for model explainability
c. Testing models with diverse datasets
9. Cloud Kicks wants to create a custom service analytics application to analyze cases in
Salesforce. The application should rely on accurate data to ensure efficient case resolution.
Which data quality dimension Is essential for this custom application?
a. Consistency
b. Duplication
c. Age
10. What should organizations do to ensure data quality for their AI initiatives?

32
 a. Collect and curate high-quality data from reliable sources.
b. Rely on AI algorithms to automatically handle data quality issues.
c. Prioritize model fine-tuning over data quality improvements.

11. Which Einstein capability uses emails to create content for Knowledge articles?

a. Discover
b. Generate
c. Predict
12. Which type of bias results from data being labeled according to stereotypes?
a. Association
b. Societal
c. Interaction

13. Salesforce defines bias as using a person's immutable traits to classify them or market to
them. Which potentially sensitive attribute is an example of an immutable trait?

a. Financial status
b. Nickname
c. Email address
14. Cloud Kicks relies on data analysis to optimize its product recommendation; however, CK
encounters a recurring Issue of Incomplete customer records, with missing contact
Information and incomplete purchase histories. How will this incomplete data quality impact
the company’s operations?
a. The accuracy of product recommendations is hindered.
b. The diversity of product recommendations Is Improved.
c. The response time for product recommendations is stalled.
15. What are some key benefits of AI in improving customer experiences in CRM?
a. Improves CRM security protocols, safeguarding sensitive customer data from
potential breaches and threats
b. Streamlines case management by categorizing and tracking customer support
cases, identifying topics, and summarizing case resolutions
c. Fully automates the customer service experience, ensuring seamless automated
interactions with customers

16. How does an organization benefit from using AI to personalize the shopping experience of
Online customers?

a. Customers are more likely to be satisfied with their shopping

experience.
b. Customers are more likely to share personal information with a site that
personalises their experience.
c. Customers are more likely to personalise their own shopping experience
after learning from AI.
17. Cloud Kicks is testing a new AI model. Which approach aligns with Salesforce’s Trusted AI
Principle of Inclusivity?
a. Test only with data from a specific region or demographic to limit the risk of data
leaks.
b. Rely on a development team with uniform backgrounds to assess the potential
societal implications of the model.

33
 c. Test with diverse and representative datasets appropriate for how the model will
be used.

18. Cloud Kicks want to develop a solution to predict customers’ product interests based on
historical data. The company found that employees from one region use a text field to capture
the product category, while employees from all other locations use a picklist. Which dimension
of data quality is affected in this scenario?

a. Completeness
b. Accuracy
c. Consistency
19. Cloud Kicks wants to implement AI features on its Salesforce Platform but has concerns
about potential ethical and privacy challenges. What should they consider doing to minimize
potential AI bias?
a. Integrate AI models that auto-correct biased data.
b. Implement Salesforce’s Trusted AI Principles.
c. Use demographic data to identify minority groups.
20. Which features of Einstein enhance sales efficiency and effectiveness?
a. Opportunity List View, Lead List View, Account List view
b. Opportunity Scoring, Opportunity List View, Opportunity Dashboard
c. Opportunity Scoring, Lead Scoring, Account Insights
21. Cloud Kicks implements a new product recommendation feature for its shoppers that
recommends shoes of a given colour to display to customers based on the colour of the
products from their purchase history. Which type of bias is most likely to be encountered in this
scenario?
a. Confirmation
b. Survivorship
c. Societal
22. What is the main focus of the Accountability principle in Salesforce’s Trusted AI Principles?
a. Safeguarding fundamental human rights and protecting sensitive data
b. Taking responsibility for one’s actions toward customers, partners, and society
c. Ensuring transparency In Al-driven recommendations and predictions

23. What is a sensitive variable that can lead to bias?

a. Education level
b. Country
c. Gender
24. A marketing manager wants to use AI to better engage their customers. Which functionality
provides the best solution?
a. Journey Optimization
b. Bring Your Own Model
c. Einstein Engagement

25. A Salesforce Administrator creates a new field to capture an order’s destination country.
Which field type should they use to ensure data quality?

a. Text

b. Picklist

34
 c. Number

26. A customer using Einstein prediction builder is confused about why a certain prediction was
made. Following Salesforce’s Trusted AI Principle, which customer information should be
accessible on the Salesforce platform?

a. A marketing article of the product that clearly outlines the product’s capabilities
and features.
b. An explanation of the prediction’s rationale and a model card that describes
how the model was created.
c. An explanation of how prediction builder works and a link to Salesforce’s Trusted
AI principles.

27. How does the “right of least privilege” reduce the risk of handling sensitive personal data?

a. By applying data retention policies

b. By limiting how many people have access to data
c. By reducing how many attributes are collected

28. What is the best method to safeguard customer data privacy?

a. Automatically anonymize all customer data

b. Track Customer data consent preferences.

c. Archive customer data on a recurring schedule.

29. What is the key difference between Generative and Predictive AI?

a. Generative AI creates new content based on existing data and predictive AI

analyses existing data.

b. Generative AI finds content similar to existing data and predictive AI analyses existing
data.

c. Generative AI analyses existing data and predictive AI creates new content based on
existing data.

30. What is a key benefit of effective interaction between humans and AI systems?

a. Leads to more informed and balanced decision-making

b. Alert humans to the presence of biased data

c. Reduces the need for human involvement

31. What is a key characteristic of machine learning in the context of AI capabilities?

a. Uses algorithms to learn from data and make decisions

b. Relies on preprogrammed rules to make decisions

c. Can perfectly mimic human intelligence and decision making

32. Cloud Kicks wants to ensure that multiple records for the same customer are removed in
Salesforce. Which feature should be used to accomplish this?

a. Duplicate Management

35
 b. Trigger deletion of old records
c. Mass delete List view button

33. An administrator at Cloud Kicks wants to ensure that a field is set up on the Customer
record so their preferred name can be captured. Which Salesforce field type should the
Administrator use to accomplish this?

a. Rich Text Area

b. Multi-Select picklist
c. Text

34. What is a possible outcome of poor data quality?

a. AI models maintain accuracy but have slower response time.

b. Biases in data can be inadvertently learned and amplified by AI systems.

c. AI predictions become more focused and less robust.

35. To avoid introducing unintended bias to an AI model, which type of data should be omitted?

a. Transactional

b. Engagement

c. Demographic

36. What is an implication of user consent in regard to AI data privacy?

a. AI operates independently of user privacy and consent.

b. AI ensures complete data privacy by automatically obtaining user consent.
c. AI infringes on privacy when user consent is not obtained.

37. How does data quality impact the trustworthiness of AI driven decisions?

a. The use of both low-quality and high-quality data can improve the accuracy and
reliability of AI-driven decisions.

b. High-quality data improves the reliability and credibility of AI-driven decisions,

fostering trust among users.

c. Low-quality data reduces the risk of overfitting the model, improving the
trustworthiness of the predictions.

38. Cloud Kicks learns of complaints from customers who are receiving too many sales calls
and emails. Which data quality dimension should be assessed to reduce these communication
inefficiencies?

a. Usage
b. Duplication
c. Consent

39. A developer is tasked with selecting a suitable dataset for training an AI model in Salesforce
to accurately predict current customer behavior. What is the crucial factor that the developer
should consider during selection?

a. Number of variables in the dataset

36
b. Size of the dataset

c. Age of the dataset

37
1. Cloud Kicks wants to decrease the workload for its customer care agents by
implementing a chatbot on its website that partially deflects incoming cases by
answering frequently asked questions. Which field of Al is most suitable for this
scenario?
a. Natural Language Processing
b. Predictive Analysis
c. Computer vision
2. A financial institution plans a campaign for preapproved credit cards. How should they
implement Salesforce's Trusted AI Principle of Transparency?
a. Flag sensitive variables and their proxies to prevent discriminatory lending
practices.
b. Incorporate customer feedback into the model's continuous training.
c. Communicate how risk factors such as credit score can impact customer
eligibility.
3. Which Einstein capability uses emails to create content for Knowledge articles?
a. Discover
b. Generate
c. Predict
4. Cloud Kicks wants to use an Al model to predict the demand for shoes using historical
data on sales and regional characteristics. What is an essential data quality dimension
to achieve this goal?
a. Age
b. Reliability
c. Volume
5. What are the key components of the data quality standard?
a. Naming, Formatting, Monitoring
b. Reviewing, Updating, Archiving
c. Accuracy, Completeness, Consistency
6. Which best describes the difference between predictive Al and generative AI?
a. Predictive Al uses machine learning to classify or predict outputs from its input
data whereas generative AI does not use machine learning to generate its
output.
b. Predictive Al uses machine learning to classify or predict outputs from its
input data whereas generative Al uses machine learning to generate new
and original output for a given input.
c. Predictive Al and generative Al have the same capabilities but differ in the type of
input they receive; predictive Al receives raw data whereas generative Al receives
natural language.
7. What is a potential source of bias in training data for AI models?
a. The data is collected in real time from source systems
b. The data is skewed toward a particular demographic or source
c. The data is collected from a diverse range of sources and demographics
8. What can bias in Al algorithms in CRM lead to?
a. Personalization and targeted marketing charges
b. Advertising cost increases
c. Ethical challenges in CRM Systems
9. Why is it critical to consider privacy concerns when dealing with Al and CRM data?
a. Confirms the data is accessible to all users.

38
 b. Ensures compliance with laws and regulations
c. Increases the volume of data collected
10. Cloud Kicks learns of complaints from customers who are receiving too many sales
calls and emails. Which data quality dimension should be assessed to reduce these
communication inefficiencies?
a. Usage
b. Duplication
c. Consent
11. What should be done to prevent bias from entering an AI system when training it?
a. Import diverse training data
b. User alternative assumptions
c. Include proxy variables
12. The Cloud Kicks technical team is assessing the effectiveness of their Al development
processes. Which established Salesforce Ethical Maturity Model should the team use to
guide the development of trusted AI solutions?
a. Ethical AI Process Maturity Model
b. Ethical AI Prediction Maturity Model
c. Ethical AI Practice Maturity Model
13. A Business Analyst (BA) wants to improve business by enhancing their sales processes
and customer support. Which AI applications should the BA use to meet their needs?
a. Machine learning model and chatbot predictions
b. Einstein bots and Automated case escalations
c. Lead scoring, Opportunity forecasting and case classification
14. How does data quality assessment impact business outcomes for companies using AI?
a. Accelerates the delivery of new AI solutions
b. Provides a benchmark for AI predictions
c. Improves the speed of AI recommendations
15. A system admin recognizes the need to put a data management strategy in place. What
is a key component of a data management strategy?
a. Naming Convention
b. Data Backup
c. Colour coding
16. In the context of Salesforce's Trusted Al Principles, what does the principle of
Empowerment primarily aim to achieve?
a. Empower users to solve challenging technical problems using neural networks.
b. Empower users of all skill levels to build Al applications with clicks, not
code.
c. Empower users to contribute to the growing body of knowledge of leading AI
research.
17. Cloud Kicks wants to use Al to enhance its sales processes and customer support.
Which capability should they use?
a. Dashboard of current leads and cases
b. Einstein lead scoring and case classification
c. Sales Path and Automated case escalations
18. A marketing manager wants to use Al to better engage their customers. Which
functionality provides the best solution?
a. Bring Your Own Model
b. Journey Optimization

39
 c. Einstein Engagement
19. Which action should be taken to develop and implement trusted generative AI with
Salesforce’s safety guideline in mind?
a. Create guardrails that mitigate toxicity and protect PII
b. Provide frequent prompts to new user consent settings
c. Develop right-sized models to reduce our carbon footprint.
20. What is a potential outcome of using poor-quality data in Al applications?
a. Al models are less accurate but easier to train.
b. Al models may produce biased or erroneous results.
c. AL model training becomes slower and less efficient.
21. What is an example of ethical debt?
a. Launching an AI feature after discovering a harmful bias
b. Delaying an Al product launch to retrain an AI data model
c. Violating a data privacy law and failing to pay fines
22. What role does data quality play in the ethical use of Al applications?
a. High-quality data is essential for ensuring unbiased and fair Al decisions,
promoting ethical use, and preventing discrimination.
b. High-quality data ensures the presence of demographic attributes required for
personalized campaigns.
c. Low-quality data reduces the risk of unintended bias as the data is not overfitted
to demographic groups.
23. What is the most likely impact that high-quality data will have on customer
relationships?
a. Higher Customer acquisition costs
b. Increased brand loyalty
c. Improved Customer trust and satisfaction
24. A data quality expert at Cloud Kicks wants to ensure that each new contact contains at
least an email address or phone number. Which feature should they use to accomplish
this?
a. Validation rule
b. Autofill
c. Duplicate Matching Rule
25. Cloud Kicks want to develop a solution to predict customers’ product interests based on
historical data. The company found that employees from one region use a text field to
capture the product category, while employees from all other locations use a picklist.
Which dimension of data quality is affected in this scenario?
a. Completeness
b. Accuracy
c. Consistency
26. A sales manager wants to improve their processes using Al in Salesforce. Which
application of AI would be most beneficial?
a. Data modelling and Management
b. Lead scoring and opportunity forecasting
c. Sales Dashboard and reporting
27. What is machine learning?
a. AI that can grow its intelligence
b. AI that creates new content
c. A data model used in salesforce

40
28. How does AI within CRM help sales representatives better understand previous
customer interactions?
a. Provides call summaries
b. Creates, localises, and translates product descriptions
c. Triggers personalized service replies
29. What is a benefit of data quality and transparency as it pertains to bias in generative AI?
a. Chances of bias are aggravated.
b. Chances of bias are removed.
c. Chances of bias are mitigated.
30. What is a key challenge of human-AI collaboration in decision making?
a. Creates a reliance on Al, potentially leading to less critical thinking and
oversight
b. Leads to more informed and balanced decision-making
c. Reduces the need for human involvement in decision-making processes
31. Cloud Kicks wants to use Einstein Prediction Builder to determine a customer's
likelihood of buying specific products; however, data quality is a concern. How can data
quality be assessed quickly?
a. Build a Data Management Strategy.
b. Run reports to explore the data quality.
c. Leverage data quality apps from AppExchange.
32. A Service leader wants to use AI to help customers resolve their issues quicker in a
guided self-serve application. Which Einstein functionality provides the best solution?
a. Bots
b. Case Classification
c. Recommendation
33. Which statement exemplifies Salesforce's honesty guideline when training AI models?
a. Minimize the Al model's carbon footprint and environmental impact during
training.
b. Choose smaller better-trained models instead of larger more sparsely trained
models.
c. Ensure appropriate consent and transparency when using Al-generated
responses.
34. What is a key consideration regarding data quality in AI implementation?
a. Integration process of AI models with Salesforce workflows
b. Techniques for customizing AI features in Salesforce
c. Data’s role in training and fine-tuning Salesforce AI needs.
35. Cloud Kicks uses Einstein to generate predictions but is not seeing accurate results.
What is a potential reason for this?
a. The wrong product
b. Poor data quality
c. Too much data
36. Which data does Salesforce automatically exclude from Marketing Cloud Einstein
engagement model training to mitigate bias and ethical risks?
a. Cryptographic
b. Geographic
c. Demographic
37. What is the role of Salesforce's Trusted Al Principles in the context of CRM systems?
a. Guiding ethical and responsible use of AI

41
 b. Outlining the technical specifications for AI integration
c. Providing a framework for AI data model accuracy
38. What is the role of data quality in achieving Al business objectives?
a. Data quality is unnecessary because AI can work with all data types.
b. Data quality is important for maintaining Al data storage limits.
c. Data quality is required to create accurate Al data insights.
39. Which type of bias imposes a system’s values on others?
a. Automation
b. Societal
c. Association
40. A Consultant conducts a series of Consequence Scanning Workshops to support
testing diverse datasets. Which Salesforce trusted AI principle is being practiced?
a. Transparency
b. Inclusivity
c. Accountability

42
 1. What is an example of Salesforce's Trusted Al Principle of Inclusivity in practice?
a. Working with human rights experts
b. Striving for model explainability
c. Testing models with diverse datasets
2. Cloud Kicks wants to create a custom service analytics application to analyze cases in
Salesforce. The application should rely on accurate data to ensure efficient case resolution.
Which data quality dimension Is essential for this custom application?
a. Consistency
b. Duplication
c. Age

3. What should organisations do to ensure data quality for their AI initiatives?

a. Collect and curate high-quality data from reliable sources.

b. Prioritize model fine-tuning over data quality improvements
c. Develop AI algorithms to automatically handle data quality issue

4. Which Einstein capability uses emails to create content for Knowledge articles?

a. Discover
b. Generate
c. Predict
5. Which type of bias results from data being labeled according to stereotypes?
a. Association
b. Societal
c. Interaction
6. Salesforce defines bias as using a person’s Immutable traits to classify them or market to
them. Which potentially sensitive attribute is an example of an immutable trait?
a. Financial status
b. Nickname
c. Email address
7. Cloud Kicks relies on data analysis to optimize its product recommendation; however, CK
encounters a recurring Issue of Incomplete customer records, with missing contact
Information and incomplete purchase histories. How will this incomplete data quality impact
the company’s operations?
a. The accuracy of product recommendations is hindered.
b. The diversity of product recommendations Is Improved.
c. The response time for product recommendations is stalled.
8. What are some key benefits of AI in improving customer experiences in CRM?
a. Improves CRM security protocols, safeguarding sensitive customer data from
potential breaches and threats
b. Streamlines case management by categorizing and tracking customer support
cases, identifying topics, and summarizing case resolutions
c. Fully automates the customer service experience, ensuring seamless automated
interactions with customers

9. How does an organization benefit from using AI to personalize the shopping experience of
Online customers?

43
 a. Customers are more likely to be satisfied with their shopping
experience.
b. Customers are more likely to share personal information with a site that
personalises their experience.
c. Customers are more likely to personalise their own shopping experience
after learning from AI.

10. Cloud Kicks is testing a new AI model. Which approach aligns with Salesforce’s Trusted AI
Principle of Inclusivity?

a. Rely on a team with similar backgrounds to the target users and assess the
model.
b. Test only with data from a specific region or demographic to ensure data will
be relevant.
c. Test with diverse and representative datasets appropriate for how the
model will be used.

11. Cloud Kicks want to develop a solution to predict customers’ product interests based on
historical data. The company found that employees from one region use a text field to capture
the product category, while employees from all other locations use a picklist. Which dimension
of data quality is affected in this scenario?

a. Completeness
b. Accuracy
c. Consistency
12. Cloud Kicks wants to implement AI features on its Salesforce Platform but has concerns
about potential ethical and privacy challenges. What should they consider doing to minimize
potential AI bias?
a. Integrate AI models that auto-correct biased data.
b. Implement Salesforce’s Trusted AI Principles.
c. Use demographic data to identify minority groups.
13. Which features of Einstein enhance sales efficiency and effectiveness?
a. Opportunity List View, Lead List View, Account List view
b. Opportunity Scoring, Opportunity List View, Opportunity Dashboard
c. Opportunity Scoring, Lead Scoring, Account Insights
14. Cloud Kicks implements a new product recommendation feature for its shoppers that
recommends shoes of a given colour to display to customers based on the colour of the
products from their purchase history. Which type of bias is most likely to be encountered in this
scenario?
a. Confirmation
b. Survivorship
c. Societal

15. What is the main focus of the Accountability principle in Salesforce's Trusted Al Principles?

a. Taking responsibility for one’s actions toward customers, partners, and society
b. Ensuring transparency in Al-driven recommendations and predictions
c. Safeguarding fundamental human rights and protecting sensitive data

16. What is a sensitive variable that can lead to bias?

44
 a. Education level
b. Country
c. Gender

17. A marketing manager wants to use Al to better engage their customers. Which
functionality provides the best solution?

a. Bring Your Own Model

b. Journey Optimization
c. Einstein Engagement

18. A Salesforce administrator creates a new field to capture an order's destination country.
Which field type should they use to ensure data quality?

A. Text

B. Picklist

C. Number

19. A customer using Einstein Prediction Builder is confused about why a certain prediction was
made. Following Salesforce's Trusted AI Principle of Transparency, which customer information
should be accessible on the Salesforce Platform?

A. An explanation of how Prediction Builder works and a link to Salesforce's Trusted AI Principles
B. An explanation of the prediction's rationale and a model card that describes how the
model was created

C. A marketing article of the product that clearly outlines the oroduct's capabilities and feature

20. How does the 'right of least privilege' reduce the risk of handling sensitive personal data?

A. By limiting how many people have access to data

B. By reducing how many attributes are collected

C. By applying data retention policies

21. What is the best method to safeguard customer data privacy?

A. Automatically anonymize all customer data.

B. Track customer data consent preferences.

C. Archive customer data on a recurring schedule

22. What is the key difference between generative and predictive AI?

A. Generative AI creates new content based on existing data and predictive AI analyzes
existing data.

B. Generative AI finds content similar to existing data and predictive AI analyzes existing data.

C. Generative AI analyzes existing data and predictive AI creates new content based on existing
data.

23. What is a key benefit of effective interaction between humans and AI systems?

45
A. Leads to more informed and balanced decision making

B. Alerts humans to the presence of biased data

C. Reduces the need for human involvement

24. What is a key characteristic of machine learning in the context of AI capabilities?

A. Uses algorithms to learn from data and make decisions

B. Relies on preprogrammed rules to make decisions

C. Can perfectly mimic human intelligence and decision-making

25. Cloud Kicks wants to ensure that multiple records for the same customer are removed in
Salesforce. Which feature should be used to accomplish this?

A. Duplicate management

B. Trigger deletion of old records

C. Standardized field names

26. An administrator at Cloud Kicks wants to ensure that a field is set up on the customer record
so their preferred name can be captured. Which Salesforce field type should the administrator
use to accomplish this?

A. Multi-Select Picklist

B. Text

C. Rich Text Area

27. What is a possible outcome of poor data quality?

A. AI models maintain accuracy but have slower response times.

B. Biases in data can be inadvertently learned and amplified by AI systems.

C. AI predictions become more focused and less robust

28. To avoid introducing unintended bias to an AI model, which type of data should be omitted?

A. Transactional

B. Engagement

C. Demographic

29. What is an implication of user consent in regard to AI data privacy?

A. AI ensures complete data privacy by automatically obtaining user consent.

B. AI infringes on privacy when user consent is not obtained.

C. AI operates Independently of user privacy and consent.

30. How does data quality impact the trustworthiness of Al-driven decisions?

46
A. The use of both low-quality and high-quality data can improve the accuracy and reliability of
AI-driven decisions.

B. High-quality data improves the reliability and credibility of Al-driven decisions, fostering
trust among users.

C. Low-quality data reduces the risk of overfitting the model, improving the trustworthiness of
the predictions.

31. Cloud Kicks learns of complaints from customers who are receiving too many sales calls
and emails. Which data quality dimension should be assessed to reduce these communication
Inefficiencies?

A. Duplication

B. Usage

C. Consent

32. A developer is tasked with selecting a suitable dataset for training an AI model in Salesforce
to accurately predict current customer behavior. What Is a crucial factor that the developer
should consider during selection?

A. Number of variables in the dataset

B. Size of the dataset

C. Age of the dataset

33. What is machine learning?

A. AI that can grow its intelligence

B. AI that creates new content

C. A data model used in Salesforce

47
1. What is a benefit of a diverse, balanced, and large dataset?
a. Training time
b. Data privacy
c. Model accuracy

2. What are the three commonly used examples of AI in CRM?

A. Predictive scoring, reporting, Image classification

B. Predictive scoring, forecasting, recommendations

C. Einstein Bots, face recognition, recommendations

3. Cloud Kicks wants to optimize its business operations by incorporating AI into its CRM. What
should the company do first to prepare its data for use with AI?

A. Remove biased data.

B. Determine data availability.

C. Determine data outcomes

4. A healthcare company implements an algorithm to analyze patient data and assist in medical
diagnosis. Which primary role does data Quality play In this AI application?

A. Enhanced accuracy and reliability of medical predictions and diagnoses

B. Ensured compatibility of AI algorithms with the system's Infrastructure

C. Reduced need for healthcare expertise in interpreting AI output

5. What are some of the ethical challenges associated with AI development?

A. Potential for human bias in machine learning algorithms and the lack of transparency in
AI decision-making processes

B. Implicit transparency of AI systems, which makes It easy for users to understand and trust
their decisions

C. Inherent neutrality of AI systems, which eliminates any potential for human bias in decision-
making

6. Cloud Kicks discovered multiple variations of state and country values in contact records.
Which data quality dimension is affected by this issue?

A. Usage

B. Accuracy

C. Consistency

7. How is natural language processing (NLP) used in the context of AI capabilities?

A. To cleanse and prepare data for AI implementations

B. To interpret and understand programming language

C. To understand and generate human language

48
8. What is an example of Salesforce's Trusted AI Principle of Inclusivity in practice?

A. Testing models with diverse datasets

B. Striving for model explain ability

C. Working with human rights experts

9. Cloud Kicks wants to create a custom service analytics application to analyze cases in
Salesforce. The application should rely on accurate data to ensure efficient case resolution.
Which data quality dimension Is essential for this custom application?

A. Consistency

B. Duplication

C. Age

10. What should organizations do to ensure data quality for their AI initiatives?

A. Collect and curate high-quality data from reliable sources.

B. Rely on AI algorithms to automatically handle data quality issues.

C. Prioritize model fine-tuning over data quality improvements.

11. Which Einstein capability uses emails to create content for Knowledge articles?

A. Generate

B. Discover

C. Predict

12. Which type of bias results from data being labeled according to stereotypes?

A. Association

B. Societal

C. Interaction

13. Salesforce defines bias as using a person's Immutable traits to classify them or market to
them. Which potentially sensitive attribute is an example of an immutable trait?

A. Financial status

B. Nickname

C. Email address

14. Cloud Kicks relies on data analysis to optimize its product recommendation; however, CK
encounters a recurring Issue of Incomplete customer records, with missing contact Information
and incomplete purchase histories. How will this incomplete data quality impact the company's
operations?

A. The accuracy of product recommendations is hindered.

B. The diversity of product recommendations Is Improved.

49
C. The response time for product recommendations is stalled

15. What are some key benefits of AI in improving customer experiences in CRM?

A. Improves CRM security protocols, safeguarding sensitive customer data from potential
breaches and threats

B. Streamlines case management by categorizing and tracking customer support cases,

identifying topics, and summarizing case resolutions

C. Fully automates the customer service experience, ensuring seamless automated

interactions with customers

16. How does an organization benefit from using AI to personalize the shopping experience of
online customers?

A. Customers are more likely to share personal information with a site that personalizes their
experience.

B. Customers are more likely to be satisfied with their shopping experience.

C. Customers are more likely to visit competitor sites that personalize their experience

17. Cloud Kicks is testing a new AI model. Which approach aligns with Salesforce's Trusted AI
Principle of Inclusivity?

A. Test only with data from a specific region or demographic to limit the risk of data leaks.

B. Rely on a development team with uniform backgrounds to assess the potential societal
implications of the model.

C. Test with diverse and representative datasets appropriate for how the model will be
used.

18. Cloud Kicks wants to develop a solution to predict customers product interests based on
historical data. The company found that employees from one region use a text field to capture
the product category, while employees from all other locations use a picklist. Which data
quality dimension is affected in this scenario?

A. Completeness

B. Accuracy

C. Consistency

19. Cloud Kicks wants to implement AI features on its 5aiesforce Platform but has concerns
about potential ethical and privacy challenges. What should they consider doing to minimize
potential AI bias?

A. Integrate AI models that auto-correct biased data.

B. Implement Salesforce's Trusted AI Principles.

C. Use demographic data to identify minority groups.

20. Which features of Einstein enhance sales efficiency and effectiveness?

A. Opportunity List View, Lead List View, Account List view

50
B. Opportunity Scoring, Opportunity List View, Opportunity Dashboard

C. Opportunity Scoring, Lead Scoring, Account Insights

21. Cloud Kicks implements a new product recommendation feature for its shoppers that
recommends shoes of a given color to display to customers based on the color of the products
from their purchase history. Which type of bias is most likely to be encountered in this scenario?
A. Confirmation

B. Survivorship

C. Societal

22. What is the main focus of the Accountability principle in Salesforce's Trusted AI Principles?
A. Safeguarding fundamental human rights and protecting sensitive data

B. Taking responsibility for one's actions toward customers, partners, and society

C. Ensuring transparency In Al-driven recommendations and predictions

23. What is a sensitive variable that car esc to bias?

A. Education level

B. Country

C. Gender

24. A marketing manager wants to use AI to better engage their customers. Which functionality
provides the best solution?

A. Journey Optimization

B. Bring Your Own Model

C. Einstein Engagement

25. A Salesforce administrator creates a new field to capture an order's destination country.
Which field type should they use to ensure data quality?

A. Text

B. Picklist

C. Number

26. A customer using Einstein Prediction Builder is confused about why a certain prediction was
made. Following Salesforce's Trusted AI Principle of Transparency, which customer information
should be accessible on the Salesforce Platform?

A. An explanation of how Prediction Builder works and a link to Salesforce's Trusted AI Principles

B. An explanation of the prediction's rationale and a model card that describes how the
model was created

C. A marketing article of the product that clearly outlines the product's capabilities and features

27. How does the "right of least privilege" reduce the risk of handling sensitive personal data?

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A. By limiting how many people have access to data

B. By reducing how many attributes are collected

C. By applying data retention policies

28. What is the best method to safeguard customer data privacy?

A. Automatically anonymize all customer data.

B. Track customer data consent preferences.

C. Archive customer data on a recurring schedule

29. What is the key difference between generative and predictive AI?

A. Generative AI creates new content based on existing data and predictive AI analyzes
existing data.

B. Generative AI finds content similar to existing data and predictive AI analyzes existing data.

C. Generative AI analyzes existing data and predictive AI creates new content based on existing
data.

30. What is a key benefit of effective interaction between humans and AI systems?

A. Leads to more informed and balanced decision making

B. Alerts humans to the presence of biased data

C. Reduces the need for human involvement

31. What is a key characteristic of machine learning in the context of AI capabilities?

A. Uses algorithms to learn from data and make decisions

B. Relies on preprogrammed rules to make decisions

C. Can perfectly mimic human intelligence and decision-making

32. Cloud Kicks wants to ensure that multiple records for the same customer are removed in
Salesforce. Which feature should be used to accomplish this?

A. Duplicate management

B. Trigger deletion of old records

C. Standardized field names

33. An administrator at Cloud Kicks wants to ensure that a field is set up on the customer record
so their preferred name can be captured. Which Salesforce field type should the administrator
use to accomplish this?

A. Multi-Select Picklist

B. Text

C. Rich Text Area

34. What is a possible outcome of poor data quality?

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A. AI models maintain accuracy but have slower response times.

B. Biases in data can be inadvertently learned and amplified by AI systems.

C. AI predictions become more focused and less robust.

35. To avoid introducing unintended bias to an AI model, which type of data should be omitted?
A. Transactional

B. Engagement

C. Demographic

36. What is an implication of user consent in regard to AI data privacy?

A. AI ensures complete data privacy by automatically obtaining user consent.

B. AI infringes on privacy when user consent is not obtained.

C. AI operates Independently of user privacy and consent.

37. How does data quality impact the trustworthiness of Al-driven decisions?

A. The use of both low-quality and high-quality data can improve the accuracy and reliability of
AI-driven decisions.

B. High-quality data improves the reliability and credibility of Al-driven decisions, fostering
trust among users.

C. Low-quality data reduces the risk of overfitting the model, improving the trustworthiness of
the predictions.

38. Cloud Kicks learns of complaints from customers who are receiving too many sales calls
and emails. Which data quality dimension should be assessed to reduce these communication
Inefficiencies?

A. Duplication

B. Usage

C. Consent

39. A developer is tasked with selecting a suitable dataset for training an AI model in Salesforce
to accurately predict current customer behavior. What Is a crucial factor that the developer
should consider during selection?

A. Number of variables in the dataset

B. Size of the dataset

C. Age of dataset

40. What is machine learning?

A. AI that can grow its intelligence

B. AI that creates new content

C. A data model used in Salesforce

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41. A service leader wants use AI to help customer resolve their issues quicker in a guided self-
serve application. Which Einstein functionality provides the best solution?

A. Case Classification

B. Bots

C. Recommendation

42. Why is it critical to consider privacy concerns when dealing with AI and CRM data?

A. Ensures compliance with laws and regulations

B. Confirms the data is accessible to all users

C. Increases the volume of data collected

43. Which action should be taken to develop and implement trusted generated AI with
Salesforce’s safety guideline in mind?

A. Develop right-sized models to reduce our carbon footprint.

B. Create guardrails that mitigates toxicity and protect PII

C. Be transparent when AI has created and automatically delivered content

44. What is a potential source of bias in training data for AI models?

A. The data is collected in area time from sources systems.

B. The data is skewed toward is particular demographic or source.

C. The data is collected from a diverse range of sources and demographics.

45. In the context of Salesforce’s Trusted AI Principles what does the principle of Empowerment
primarily aim to achieve?

A. Empower users to off all skill level to build AI application with clicks, not code.

B. Empower users to contribute to the growing body of knowledge of leading AI research.

C. Empower users to solve challenging technical problems using neural networks.

46. Cloud Kicks wants to use Einstein Prediction Builder to determine a customer’s likelihood of
buying specific products; however, data quality is a… How can data quality be assessed quality?
A. Build a Data Management Strategy.

B. Build reports to expire the data quality.

C. Leverage data quality apps from AppExchange

47. What should be done to prevent bias from entering an AI system when training it?

A. Use alternative assumptions.

B. Import diverse training data.

C. Include Proxy variables.

48. What is a Key consideration regarding data quality in AI implementation?

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A. Techniques from customizing AI features in Salesforce

B. Data’s role in training and fine-tuning Salesforce AI models

C. Integration process of AI models with Salesforce workflows

49. Cloud Kicks wants to use AI to enhance its sales processes and customer support. Which
capacity should they use?

A. Dashboard of Current Leads and Cases

B. Sales path and Automaton Case Escalations

C. Einstein Lead Scoring and Case Classification

50. Which statement exemplifies Salesforces honesty guideline when training AI models?

A. Minimize the AI models carbon footprint and environment impact during training.

B. Ensure appropriate consent and transparency when using AI-generated responses.

C. Control bias, toxicity, and harmful content with embedded guardrails and guidance

51. What Is a benefit of data quality and transparency as it pertains to bias in generated AI?

A. Chances of bias and mitigated

B. Chances of bias are aggravated

C. Chances of bias are removed

52. A business analyst (BA) wants to improve business by enhancing their sales processes and
customer.Which AI application should the BA use to meet their needs?

A. Sales data cleansing and customer support data governance

B. Machine learning models and chatbot predictions

C. Lead scoring, opportunity forecasting, and case classification

53. Cloud Kicks uses Einstein to generate predictions out is not seeing accurate results? What
to a potential mason for this?

A. Poor data quality

B. The wrong product

C. Too much data

54. A data quality expert at Cloud Kicks want to ensure that each new contact contains at least
an email address. Which feature should they use to accomplish this?

A. Autofill

B. Duplicate matching rule

C. Validation rule

55. Cloud kicks wants to develop a solution to predict customers’ interest based on historical
data. The company found that employee region uses a text field to capture the product category

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while employee from all other locations use a picklist. Which dimension of data quality is
affected in this scenario?

A. Accuracy

B. Consistency

C. Completeness

56. Cloud Kicks wants to use an AI mode to predict the demand for shoes using historical data
on sales and regional characteristics. What is an essential data quality dimension to achieve
this goal?

A. Reliability

B. Volume

C. Age

57. A sales manager wants to improve their processes using AI in Salesforce? Which application
of AI would be most beneficial?

A. Lead scoring and opportunity forecasting

B. Sales dashboards and reporting

C. Data modeling and management

58. How does AI which CRM help sales representatives better understand previous customer
interactions?

A. Creates, localizes, and translates product descriptions

B. Triggers personalized service replies

C. Provides call summaries

59. What is the most likely impact that high-quality data will have on customer relationships?

A. Increased brand loyalty

B. Higher customer acquisition costs

C. Improved customer trust and satisfaction

60. What is the role of Salesforce Trust AI principles in the context of CRM system?

A. Guiding ethical and responsible use of AI

B. Providing a framework for AI data model accuracy

C. Outlining the technical specifications for AI integration

61. What role does data quality play in the ethical us of AI applications?

A. High-quality data is essential for ensuring unbiased and for fair AI decisions, promoting
ethical use, and preventing discrimination.

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B. High-quality data ensures the process of demographic attributes requires for personalized
campaigns.

C. Low-quality data reduces the risk of unintended bias as the data is not overfitted to
demographic groups

62. What can bias in AI algorithms in CRM lead to?

A. Personalization and target marketing changes

B. Advertising cost increases

C. Ethical challenges in CRM systems

63. What is an example of ethical debt?

A. Violating a data privacy law and falling to pay fines

B. Launching an AI feature after discovering a harmful bias

C. Delaying an AI product launch to retrain an AI data model

64. A consultant conducts a series of Consequence Scanning workshops to support testing

diverse datasets. Which Salesforce Trusted AI Principles is being practiced?

A. Transparency

B. Inclusivity

C. Accountability

65. A financial institution plans a campaign for preapproved credit cards? How should they
implement Salesforce’s Trusted AI Principle of Transparency?

A. Communicate how risk factors such as credit score can impact customer eligibility.

B. Flag sensitive variables and their proxies to prevent discriminatory lending practices.

C. Incorporate customer feedback into the model’s continuous training.

66. Cloud kicks wants to decrease the workload for its customer care agents by implementing a
chatbot on its website that partially deflects incoming cases by answering frequency asked
questions Which field of AI is most suitable for this scenario?

A. Natural language processing

B. Computer vision

C. Predictive analytics

67. What are the key components of the data quality standard?

A. Naming, formatting, Monitoring

B. Accuracy, Completeness, Consistency

C. Reviewing, Updating, Archiving

68. Which best describes the different between predictive AI and generative AI?

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A. Predictive new and original output for a given input.

B. Predictive AI and generative have the same capabilities differ in the type of input they receive:
predictive AI receives raw data whereas generation AI receives natural language.

C. Predictive AI uses machine learning to classes or predict output from its input data whereas
generative AI does not use machine learning to generate its output

69. Which type of bias imposes a system ‘s values on others?

A. Societal

B. Automation

C. Association

70. What is the rile of data quality in achieving AI business Objectives?

A. Data quality is unnecessary because AI can work with all data types.

B. Data quality is required to create accurate AI data insights.

C. Data quality is important for maintain Ai data storage limits

71. What is a potential outcome of using poor-quality data in AI application?

A. AI model training becomes slower and less efficient

B. AI models may produce biased or erroneous results.

C. AI models become more interpretable

72. The Cloud technical team is assessing the effectiveness of their AI development processes?
Which established Salesforce Ethical Maturity Model should the team use to guide the
development of trusted AI solution?

A. Ethical AI Prediction Maturity Model

B. Ethical AI Process Maturity Model

C. Ethical AI practice Maturity Model

73. Which data does Salesforce automatically exclude from marketing Cloud Einstein
engagement model training to mitigate bias and ethical risks?

A. Geographic

B. Demographic

C. Cryptographic

74. How does a data quality assessment impact business outcome for companies using AI?

A. Improves the speed of AI recommendations

B. Accelerates the delivery of new AI solutions

C. Provides a benchmark for AI predictions

75. What is a key challenge of human AI collaboration in decision-making?

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A. Leads to move informed and balanced decision-making

B. Creates a reliance on AI, potentially leading to less critical thinking and oversight

C. Reduce the need for human involvement in decision-making processes

76. A system admin recognizes the need to put a data management strategy in place. What is a
key component of data management strategy?

A. Naming Convention

B. Data Backup

C. Color Coding

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