Salesforce Certified Al Specialist

1. Universal Containers (UC) wants to assess Salesforce's generative AI features but has concerns over its company
data being exposed to third-party large language models (LLMs). Specifically, UC wants the following capabilities to
be part of Einstein's generative AI service.
n No data is used for LLM training or product improvements by third-party LLMs.
n No data is retained outside of UC's Salesforce org.
n The data sent cannot be accessed by the LLM provider.
Which property of the Einstein Trust Layer should the AI Specialist highlight to UC that addresses these requirements?
A. Zero-Data Retention Policy
B. Prompt Defense
C. Data Masking
Answer A - Zero-Data Retention Policy
2. Which use case is best supported by Salesforce Einstein Copilot's capabilities?
A Enable Salesforce admin user to create and train custom large language models (LLMs) using CRM data,
B Bring together a conversational interface for interacting with AI for all Salesforce users, such as developers and ecommerce
retailers.
C Enable data scientists to train predictive AI models with historical CRM data using built-in machine learning capabilities.
Answer: B Bring together a conversational interface for interacting with AI for all Salesforce users, such as developers and
ecommerce retailers.

3 . Universal Containers (UC) is implementing Service AI Grounding to enhance its customer service operations. UC wants to
ensure that its AI-generated responses are grounded in the most relevant data sources. The team needs to configure the system
to include all supported objects for grounding.
Which objects should UC select to configure Service AI Grounding?
A. Case and Knowledge
B Case, Knowledge, and Case Notes
C Case, Case Emails, and Knowledge
Answer: B - Case, Knowledge, and Case Notes
4. An AI Specialist built a Field Generation prompt template that worked for many records, but users are reporting
random failures with token limit errors.
What is the cause of the random nature of this error?
A. The template type needs to be switched to Flex to accommodate the variable amount of tokens generated by the
prompt grounding.
B. The number of tokens generated by the dynamic nature of the prompt template will vary by record.
C. The number of tokens that can be processed by the LIM varies with total user demand.
Answer: B. The number of tokens generated by the dynamic nature of the prompt template will vary by record.
5. Universal Containers wants to implement a solution in Salesforce with a custom UX that allows users to enter a
sales order number. Subsequently, the system will invoke a custom prompt template to create and display a summary
of the sales order header and sales order details.
Which solution should an AI Specialist implement to meet this requirement?
A Create an auto launched flow and invoke the prompt template using the standard "Prompt Template' flow action.
B Create a template-triggered prompt flow and invoke the prompt template using the standard "Prompt Template" flow
action.
C Create a screen flow to collect sales order number and invoke the prompt template using the standard "Prompt
Template' flow action.
Answer: C - Create a screen flow to collect sales order numbers and invoke the prompt template using the standard
"Prompt Template' flow action.
8 Support team handles a high volume of chat interactions and needs a solution to provide quick, relevant responses to
customer inquiries.
Responses must be grounded in the organization's knowledge base to maintain consistency and accuracy.
Which feature in Einstein for Service should the support team use?
A. Einstein Service Replies
B. Einstein Reply Recommendations
C. Einstein Knowledge Recommendations
Answer: B Einstein Reply Recommendations

9 Universal Containers wants to reduce overall agent handling time minimizing the time spent typing routine answers
for common questions in-chat and reducing the post-chat analysis by suggesting values for case fields.
Which combination of Einstein for Service features enables this effort?
A. Einstein Service Replies and Work Summaries
B. Einstein Reply Recommendations and Case Summaries
C. Einstein Reply Recommendations and Case Classification

Answer: C Einstein Reply Recommendations and Case Classification

10. Universal Containers wants to make a sales proposal and directly use data from multiple unrelated objects
(standard and custom) in a prompt template.
What should the AI Specialist recommend?
A. Create a Flex template to add resources with standard and custom objects as inputs.
B. Create a prompt template passing in a special custom object that connects the records temporarily,
C. Create a prompt template-triggered flow to access the data from standard and custom objects.
Answer: A Create a Flex template to add resources with standard and custom objects as inputs.

11. Universal Containers is planning a marketing email about products that most closely match a customer's expressed
interests.
What should an AI Specialist recommend to generate this email?
A. Standard email marketing template using Apex or flows for matching interest in products
B. Custom sales email template which is grounded with interest and product information
C. Standard email draft with Einstein and choose standard email template
Answer: B Custom sales email template which is grounded with interest and product information
12 An administrator wants to check the response of the Flex prompt template they've built, but the preview button is
greyed out.
What is the reason for this?
A. The records related to the prompt have not been selected.
B. The prompt has not been saved and activated,
C. A merge field has not been inserted in the prompt.
Answer: A The records related to the prompt have not been selected.

An AI Specialist is tasked with configuring a generative model to create personalized sales emails using customer data
stored in Salesforce. The AI Specialist has already fine-tuned a large language model (LLM) on the OpenAI platform.
Security and data privacy are critical concerns for the client.
How should the AI Specialist integrate the custom LLM into Salesforce?

A. Add the fine-tuned LLM in Einstein Studio Model Builder.

B. Enable model endpoint on OpenAl and make callouts to the model to generate emails.
C. Create an application of the custom LLM and embed it in Sales Cloud via iFrame.

Answer: A. Add the fine-tuned LLM in Einstein Studio Model Builder

An AI Specialist implements Einstein Sales Emails for a sales team. The team wants to send personalized follow-up
emails to leads based on their interactions and data stored in Salesforce. The AI Specialist needs to configure the
system to use the most accurate and up-to-date information for email generation.
Which grounding technique should the AI Specialist use?
A. Ground with Apex Merge Fields
B. Ground with Record Merge Fields
C. Automatic grounding using Draft with Einstein feature
Answer: B Ground with Record Merge Fields

Universal Containers' data science team is hosting a generative large language model (LLM) on Amazon Web Services
(AWS).
What should the team use to access externally-hosted models in the Salesforce Platform?
A. Model Builder
B. App Builder
C. Copilot Builder
Answer: A Model Builder
What is the role of the large language model (LLM) in executing an Einstein Copilot Action?
A. Find similar requests and provide actions that need to be executed
B. Identify the best matching actions and correct order of execution
C. Determine a user's access and sort actions by priority to be executed
Answer: B Identify the best matching actions and correct order of execution

Universal Containers (UC) has a mature Salesforce org with a lot of data in cases and Knowledge articles. UC is
concerned that there are many legacy fields, with data that might not be applicable for Einstein AI to draft accurate
email responses.
Which solution should UC use to ensure Einstein AI can draft responses from a defined data source?
A. Service AI Grounding
B. Work Summaries
C. Service Replies
Answer: A Service AI Grounding
Universal Containers implemented Einstein Copilot for its users.
One user complains that Einstein Copilot is not deleting activities from the past 7 days.
What is the reason for this issue?
A. Einstein Copilot Delete Record Action permission is not associated to the user.
B. Einstein Copilot does not have the permission to delete the user's records.
C. Einstein Copilot does not support the Delete Record action.
Answer: C Einstein Copilot does not support the Delete Record action
What should an AI Specialist consider when using related list merge fields in a prompt template associated with
an Account object in Prompt Builder?
A. The Activities related list on the Account object is not supported because it is a polymorphic field.
B. If person accounts have been enabled, merge fields will not be available for the Account object.
C. Prompt generation will yield no response when there is no related list associated with an Account in runtime.
Answer: A The Activities related list on the Account object is not supported because it is a polymorphic field.

Universal Containers needs its sales reps to be able to only execute prompt templates.
What should an AI Specialist recommend to achieve this requirement?
A. Prompt Template user permission set
B. Prompt Template Manager permission set
C. Prompt Execute Template permission set
Answer: C Prompt Execute Template permission set

Universal Containers has an active standard email prompt template that does not fully deliver on the business
requirements.
Which steps should an AI Specialist take to use the content of the standard prompt email template in question and
customize it to fully meet the business requirements?
A. Save as New Template and edit as needed.
B. Clone the existing template and modify as needed.
C. Save as New Version and edit as needed.
Answer: B Clone the existing template and modify as needed.

Universal Containers implements Custom Copilot Actions to enhance its customer service operations. The
development team needs to understand the core components of a Custom Copilot Action to ensure proper
configuration and functionality.
What should the development team review in the Custom Copilot Action configuration to identify one of the
core components of a Custom Copilot Action?
A. Instructions
B. Output Types
C. Action Triggers
Answer: A Instructions

An AI Specialist is creating a custom action in Einstein Copilot.

Which option is available for the AI Specialist to choose for the custom copilot action?
A. Apex trigger
B. SOQL
C. Flows
Answer: C Flows

What is an AI Specialist able to do when the "Enrich event logs with conversation data" setting in Einstein
Copilot is enabled?
A. View the user click path that led to each copilot action.
B. View session data including user Input and copilot responses for sessions over the past 7 days.
C. Generate details reports on all Copilot conversations over any time period.
Answer B. View session data including user Input and copilot responses for sessions over the past 7 days.

Universal Containers wants to use an external large language model (LLM) in Prompt Builder.
What should an AI Specialist recommend?
A. Use Apex to connect to an external LLM and ground the prompt.
B. Use BYO-LLM functionality in Einstein Studio,
C. Use Flow and External Services to bring data from an external LLM.
Answer: B. Use BYO-LLM functionality in Einstein Studio,

An AI Specialist at Universal Containers is working on a prompt template to generate personalized emails for
product demonstration requests from customers. It is important for the Al-generated email to adhere strictly to
the guidelines, using only associated opportunity information, and to encourage the recipient to take the desired
action.
How should the AI Specialist include these instructions on a new line in the prompt template?
A. Surround them with triple quotes (""").
B. Make sure merged fields are defined.
C. Use curly brackets {} to encapsulate instructions.
Answer: A. Surround them with triple quotes (""").

In Model Playground, which hyperparameters of an existing

Salesforce-enabled foundational model can an AI Specialist change?
A. Temperature, Frequency Penalty, Presence Penalty
B. Temperature, Top-k sampling, Presence Penalty
C. Temperature, Frequency Penalty, Output Tokens
Answer: A. Temperature, Frequency Penalty, Presence Penalty

Universal Containers has seen a high adoption rate of a new feature that uses generative AI to populate a
summary field of a custom object, Competitor Analysis. All sales users have the same profile but one user
cannot see the generative AlI-enabled field icon next to the summary field.
What is the most likely cause of the issue?
A. The user does not have the Prompt Template User permission set assigned.
B. The prompt template associated with summary field is not activated for that user.
C. The user does not have the field Generative AI User permission set assigned.
Answer: C. The user does not have the field Generative AI User permission set assigned.

Based on the user utterance, "Show me all the customers in New York", which standard Einstein Copilot action
will the planner service use?
A. Query Records
B. Select Records
C. Fetch Records
Answer: A. Query Records

How should an organization use the Einstein Trust layer to audit, track, and view masked data?
A. Utilize the audit trail that captures and stores all LLM submitted prompts in Data Cloud.
B. In Setup, use Prompt Builder to send a prompt to the LLM requesting for the masked data.
C. Access the audit trail in Setup and export all user-generated prompts.
Answer C. Access the audit trail in Setup and export all user-generated prompts.
How does the Einstein Trust Layer ensure that sensitive data is protected while generating useful and
meaningful responses?
A. Masked data will be de-masked during response journey.
B. Masked data will be de-masked during request journey.
C. Responses that do not meet the relevance threshold will be automatically rejected.
Answer: C. Responses that do not meet the relevance threshold will be automatically rejected.

Universal Containers needs a tool that can analyze voice and video call records to provide insights on
competitor mentions, coaching opportunities, and other key information. The goal is to enhance the team's
performance by identifying areas for improvement and competitive intelligence.
Which feature provides insights about competitor mentions and coaching opportunities?
A. Call Summaries
B. Einstein Sales Insights
C. Call Explorer
Answer: C. Call Explorer
A service agent is looking at a custom object that stores travel information. They recently received a weather
alert and now need to cancel flights for the customers that are related with this itinerary. The service agent
needs to review the Knowledge articles about canceling and rebooking the customer flights.
Which Einstein Copilot capability helps the agent accomplish this?
A. Execute tasks based on available actions, answering questions using information from accessible Knowledge
articles.
B. Invoke a flow which makes a call to external data to create a Knowledge article.
C. Generate a knowledge article based off the prompts that the agent enters to create steps to cancel flights.
Answer: C. Generate a knowledge article based off the prompts that the agent enters to create steps to cancel flights.

An AI Specialist wants to ground a new prompt template with the User related list.
What should the AI Specialist consider?
A. The User related list should have View All access.
B. The User related list needs to be included on the record page.
C. The User related list is not supported in prompt templates.
Answer: B. The User related list needs to be included on the record page
Universal Containers (UC) wants to use the Draft with Einstein feature in Sales Cloud to create a personalized
introduction email.
After creating a proposed draft email, which predefined adjustment should UC choose to revise the draft with a
more casual tone?
A. Make Less Formal
B. Enhance Friendliness
C. Optimize for Clarity
Answer: A. Make Less Formal

The marketing team at Universal Containers is looking for a way personalize emails based on customer
behavior, preferences, and purchase history.
Why should the team use Einstein Copilot as the solution?
A. To generate relevant content when engaging with each customer
B. To analyze past campaign performance
C. To send automated emails to all customers
Answer: A. To generate relevant content when engaging with each customer
An AI Specialist at Universal Containers (UC) Is tasked with creating a new custom prompt template to
populate a field with generated output. UC enabled the Einstein Trust Layer to ensure AI Audit data is captured
and monitored for adoption and possible enhancements.
Which prompt template type should the AI Specialist use and which consideration should they review?
A. Flex, and that Dynamic Fields is enabled
B. Field Generation, and that Dynamic Fields is enabled
C. Field Generation, and that Dynamic Forms is enabled
Answer: B. Field Generation, and that Dynamic Fields is enabled

Universal Containers (UC) wants to offer personalized service experiences and reduce agent handling time with
Al-generated email responses, grounded in Knowledge base.
Which AI capability should UC use?
A. Einstein Email Replies
B. Einstein Service Replies for Email
C. Einstein Generative Service Replies for Email
Answer: B. Einstein Service Replies for Email
Universal Containers (UC) wants to use Flow to bring data from unified Data Cloud objects to prompt
templates.
Which type of flow should UC use?
A. Data Cloud-triggered flow
B. Template-triggered prompt flow
C. Unified-object linking flow
Answer: A. Data Cloud-triggered flow

Universal Containers plans to implement prompt templates that utilize the standard foundation models.
What should the AI Specialist consider when building prompt templates in Prompt Builder?
A. Include multiple-choice questions within the prompt to test the LLM's understanding of the context.
B. Ask it to role-play as a character in the prompt template to provide more context to the LLM.
C. Train LLM with data using different writing styles including word choice, intensifiers, emojis, and punctuation.
Answer: C. Train LLM with data using different writing styles including word choice, intensifiers, emojis, and
punctuation.
Universal Containers (UC) wants to enable its sales reps to explore opportunities that are similar to previously
won opportunities by entering the utterance, "Show me other opportunities like this one." How should UC
achieve this in Einstein Copilot?
A. Use the standard Copilot action.
B. Create a custom Copilot action calling a flow.
C. Create a custom Copilot action calling an Apex class.
Answer: A. Use the standard Copilot action.

Leadership needs to populate a dynamic form field with a summary or description created by a large language
model (LLM) to facilitate more productive conversations with customers. Leadership also wants to keep a
human in the loop to be considered in their AI strategy.
Which prompt template type should the AI Specialist recommend?
A. Sales Email
B. Field Generation
C. Record Summary
Answer: B. Field Generation