Name

Date

1. Which type of AI can enhance customer service agents' email

responses by analysing the Witten content of previous emails?

A Natural language processing

B Machine leaning

C Deep leaning

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. What 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 organizations 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 issues.

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 a 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 use case for AI. They un a

repot 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 natural language processing NLP used in the context of

AI capabilities?

A To cleanse and prepare data for AI implementations

B To understand and generate human language

C To interpret and understand programming language

10. In the context of Salesforce's Trusted AI 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 AI applications with clicks, not code.

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 repots 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 county.

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 AI models?
A Performance

B Consistency

C Volume

14. Cloud Kicks wants to use AI to enhance its sales processes and customer support.

Which 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 AI 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 AI is most suitable for this scenario?

A Predictive analytics

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.

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 County

C Gender
21. What are the three commonly used examples of AI 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 AI Principles of Inclusivity in

practice?

A Working with human rights experts

B Stiving for model explainability

C Testing models with diverse datasets

23. What are some of the ethical challenges associated with AI

development?

A khsfaodjklhfglkjasghlk <not captured on pdf>

B Stiving 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 recuing schedule.

C Protect customer data with encrypted access.

25. In the context of Salesforce's Trusted AI 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

AI applications?

A AI models are less accurate but easier to train.

B AI models may produce biased or erroneous results.

C AI model training becomes slower and less efficient.

27. 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 Choose smaller better-trained models instead of larger more sparsely trained

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

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

A Creates a reliance on AI, 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

30. What is the main focus of the Accountability principle in

Salesforce's Trusted AI Principles?
A Taking responsibility for one's actions toward customers, partners, and society

B Ensuing transparency in AI-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 AI

systems?
 A Increases the complexity of AI models

B Enhances the security and accuracy of AI models

C Describes how AI models make decisions

33. Cloud Kicks' latest email campaign is struggling to attract
new customers.

How can AI 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 county

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 AI

in Salesforce.

Which application of AI would be most beneficial?

 A Data modelling and management

B Lead scoring and opportunity forecasting

C Sales dashboards and reporting

38. What are predictive analytics, machine leaning, 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 AI 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 AI and generative AI?

A. Predictive AI uses machine leaning to classify or predict outputs from its input data whereas
generative AI does not use machine leaning to generate its output.

B. Predictive AI uses machine leaning to classify or predict outputs from its input data whereas
generative AI uses machine leaning 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 receives natural language.

41. Cloud Kicks leans 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

42. How does data quality impact the trustworthiness of AI-diven

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

A Transactional

B Engagement

C Demographic

44. 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 leaned and amplified by AI systems.

C AI predictions become more focused and less robust.

45. 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

46. 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 Tigger deletion of old records

C Standardized field names

47. What is a key characteristic of machine leaning in the context

of AI capabilities?

A Uses algorithms to lean from data and make decisions

B Relies on preprogrammed ules to make decisions

 C Can perfectly mimic human intelligence and decision-making
48. 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

49. 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.

50. 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

51. A customer using Einstein Prediction Builder is confused about why a certain prediction
was made.

Following Salesforce's Trusted AI Pinciple of Transparency, which customer infomation

should be accessible on the Salesforce Platfom?

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

52. A Salesforce administrator creates a new field to capture an order’s destination county.

Which field type should they use to ensure data quality?

A Text

B Picklist

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

A Journey Optimization

B Bing Your Own Model

C Einstein Engagement

54. 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 histoy.

Which type of bias is most likely to be encountered in this scenaio?

A Confirmation

B Survivorship

C Societal

55. 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

56. 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.

57. 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
58. 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.

59. 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.

60. What are some key benefits of AI in improving customer experience 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, ensuing seamless automated interactions
with customers

61. Cloud Kicks relies on data analysis to optimize its product recommendations; however,
CK encounters a recuing Issue of Incomplete customer records, with missing contact
infomation and Incomplete purchase histoies.

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.

62. Which type of bias results from data being labeled according to
stereotypes?
A Association

B Societal

C Interaction

63. Which Einstein capability uses emails to create content for Knowledge aticles?

A Generate

B Discover

C Predict
64. Cloud Kicks wants to create a custom sevice 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

65. Cloud Kicks discovered multiple vaiations of state and county values in contact records.

Which data quality dimension Is affected by this issue?

A Usage

B Accuracy

C Consistency

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

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

Implicit transparency of AI systems, which makes it easy for users to understand and tust their
B
decisions

Inherent neutrality of AI systems, which eliminates any potential for human bias in decision
C
making
67. A healthcare company implements an algoithm to analyze patient data and assist in
medical diagnosis.

Which pimay role does data quality play In this AI application?

A Enhanced accuracy and reliability of medical predictions and diagnoses

B Ensured compatibility of AI algoithms with the system's infrastucture

C Reduced need for healthcare expetise in interpreting AI outputs

68. 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 Detemine data availability.

C Detemine data outcomes.

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

A Training time

B Data pivacy

C Model accuracy

70. A developer is tasked with selecting a suitable dataset for training an AI model in
Salesforce to accurately predict curent customer behavior.

What is a cucial factor that the developer should consider duing selection?

A Number of varlables In the dataset

B Size of the dataset

C Age of the dataset

71. The Cloud Kicks technical team is assessing the effectiveness of their Al
development processes.

Which established Salesforce Ethical Matuity Model should the team use to guide the
development of tusted AI solutions?

A Ethical Al Process Matuity Model

B Ethical AI Prediction Matuity Model

C Ethical Al Practice Matuity Model

72. What can bias in Al algoithms in CRM lead to?

A Personalization and targeted marketing changes

B Advetising cost increases

C Ethical challenges in CRM systems

73. 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 tust and satisfaction

74. Why is it citical to consider pivacy concens when dealing with Al and CRM data?

A Confims the data is accessible to all users

 B Ensures compliance with laws and regulations

C Increases the volume of data collected

75. How does Al within CRM help sales representatives better understand previous customer
interactions?
A Provides call summaies

B Tiggers personalized sevice replies

C Creates, localizes, and translates product desciptions

76. A sevice leader wants to use Al to help customers resolve their issues quicker in a guided
self-seve application.

Which Einstein functionality provides the best solution?

A Bots

B Recommendation

C Case Classification

77. Which data does Salesforce automatically exclude from Marketing Cloud
Einstein engagement model training to mitigate bias and ethical isks?

A Geographic

B Demographic

C Cyptographic
78. What role does data quality play in the ethical use of Al applications?

High-quality data is essential for ensuing unbiased and fair Al decisions, promoting ethical use,
A
and preventing discimination.

High-guality data ensures the presence of demographic attibutes required for personalized
B
campaigns.

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

79. What is the role of data quality in achieving Al business objectives?

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

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

C Data quality is impotant for maintaining Al data storage limits.

80. 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 Color Coding

81. A data quality expet 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

82. Cloud Kicks wants to use an Al model to predict the demand for shoes using histoical data
on sales and regional characteistics.

What is an essential data quality dimension to achieve this goal?

A Age

B Reliability

C Volume
83. A consultant conducts a seies of Consequence Scanning Workshops to suppot testing
diverse datasets.

Which Salesforce Tusted Al Pinciple is being practiced?

A Inclusivity

B Transparency

C Accountability

84. What should be done to prevent bias from enteing an Al system when training it?

A Include proxy vaiables.

B Impot diverse training data.

C Use altenative assumptions.

85. What is a key consideration regarding data quality in Al

implementations?

A Data's role in training and fine-tuning Salesforce Al models

B Integration process of Al models with Salesforce workflows

 C Techniques for customizing Al features in Salesforce

86. 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

87. What is machine leaning?

A Al that can grow its intelligence

B AI that creates new content

C A data model used in Salesforce

88. Which action should be taken to develop and implement tusted 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 ight-sized models to reduce our carbon footpint.

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

A Naming, Fomatting, Monitoing

B Reviewing, Updating, Archiving

C Accuracy, Completeness, Consistency

90. A financial institution plans a campaign for preapproved credit cards. How
should they implement Salesforce's Tusted AI Pinciple of Transparency?

A Flag sensitive vaiables and their proxies to prevent disciminatoy 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.

91. What is the role of Salesforce's Tusted Al Pinciples in the context of CRM systems?

A Guiding ethical and responsible use of AI

B Outlining the technical specifications for Al integration

C Providing a framework for Al data model accuracy

92. What is an example of ethical debt?

A Launching an Al feature after discoveing a hamful bias

B Delaying an Al product launch to retrain an AI data model

C Violating a data pivacy law and failing to pay fines

93. Which type of bias imposes a system’s values on others?

A Automation

B Societal

C Association

94. A business analyst BA wants to improve business by enhancing their sales processes and
customer suppot.
Which AI applications should the BA use to meet their needs?

A Machine leaning models and chatbot predictions

B Sales data cleansing and customer suppot data govenance

C Lead scoing, oppotunity forecasting, and case classification