Question 1: Universal Containers (UC) is implementing Einstein Generative AI to improve customer

insights and interactions. UC needs audit and feedback data to be accessible for reporting purposes.
What is a consideration for this requirement?

A. Storing this data requires Data Cloud to be provisioned.

B. Storing this data requires a custom object for data to be configured.

C. Storing this data requires Salesforce big objects.

https://help.salesforce.com/s/articleView?id=sf.generative_ai_feedback.htm&type=5

Question 2: Northern Trail Outfitters (NTO) wants to configure Einstein Trust Layer in its production org
but is unable to see the option on the Setup page. After provisioning Data Cloud, which step must an Al
Specialist take to make this option available to NTO?

A. Turn on Einstein Copilot.

B. Turn on Einstein Generative AI.

C. Turn on Prompt Builder.

https://help.salesforce.com/s/articleView?id=sf.generative_ai_trust_setup.htm&type=5

Question 3: An administrator is responsible for ensuring the security and reliability of Universal
Containers' (UC) CRM data. UC needs enhanced data protection and up-to-date AI capabilities. UC also
needs to include relevant information from a Salesforce record to be merged with the prompt. Which
feature in the Einstein Trust Layer best supports UC's need?

A. Data masking

B. Dynamic grounding with secure data retrieval

C. Zero-data retention policy

https://help.salesforce.com/s/articleView?id=sf.generative_ai_trust_layer.htm&type=5

Question 4: What is the primary function of the planner service in the Einstein Copilot system?

A. Generating record queries based on conversation history

B. Offering real-time language translation during conversations

C. Identifying copilot actions to respond to user utterances

https://help.salesforce.com/s/articleView?id=sf.copilot_how_copilot_works.htm&type=5
Question 5: An AI Specialist configured Data Masking within the Einstein Trust Layer. How should the AI
Specialist begin validating that the correct fields are being masked?

A. Use a Flow-based resource in Prompt Builder to debug the fields’ merge values using Flow Debugger.

B. Request the Einstein Generative AI Audit Data from the Security section of the Setup menu.

C. Enable the collection and storage of Einstein Generative AI Audit Data on the Einstein Feedback setup
page.

https://help.salesforce.com/s/articleView?id=sf.generative_ai_feedback_enable.htm&type=5

Question 6: Universal Containers (UC) has recently received an increased number of support cases. As a
result, UC has hired more customer support reps and has started to assign some of the ongoing cases to
newer reps. Which generative AI solution should the new support reps use to understand the details of a
case without reading through each case comment?

A. Einstein Copilot

B. Einstein Sales Summaries

C. Einstein Work Summaries

https://help.salesforce.com/s/articleView?id=sf.cc_generative_ai_work_summaries.htm&type=5

Question 7: 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

https://help.salesforce.com/s/articleView?id=sf.flow_concepts_trigger_data_cloud.htm&type=5

Question 8: Universal Containers (UC) is using Einstein Generative AI to generate an account summary.
UC aims to ensure the content is safe and inclusive, utilizing the Einstein Trust Layer's toxicity scoring to
assess the content's safety level. What does a safety category score of 1 indicate in the Einstein
Generative Toxicity Score?

A. Not safe

B. Safe

C. Moderately safe
https://help.salesforce.com/s/articleView?id=sf.generative_ai_audit_toxicity.htm&type=5

(The score for the safety category ranges from 0 through 1 with 1 being the safest.)

Question 9: 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.

https://help.salesforce.com/s/articleView?id=sf.generative_ai_audit_trail.htm&type=5

Question 10: Where should the AI Specialist go to add/update actions assigned to a copilot?

A. Copilot Actions page, the record page for the copilot action, or the Copilot Action Library tab

B. Copilot Actions page or Global Actions

C. Copilot Detail page, Global Actions, or the record page for the copilot action

https://help.salesforce.com/s/articleView?id=sf.copilot_actions.htm&type=5

Question 11: Which use case is best supported by Salesforce Einstein Copilot's capabilities?

A. Bring together a conversational interface for interacting with AI for all Salesforce users, such as
developers and ecommerce retailers.

B. Enable Salesforce admin users to create and train custom large language models (LLMs) using CRM
data.

C. Enable data scientists to train predictive AI models with historical CRM data using built-in machine
learning capabilities.

https://www.salesforce.com/news/stories/about-einstein-copilot/ (Ecommerce retailers)

Question 12: 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.
Question 13: An AI Specialist is considering using a Field Generation prompt template type. What should
the AI Specialist check before creating the Field Generation prompt to ensure it is possible for the field to
be enabled for generative AI?

A. That the field chosen must be a rich text field with 255 characters or more.

B. That the org is set to API version 59 or higher

C. That the Lightning page layout where the field will reside has been upgraded to Dynamic Forms

https://trailhead.salesforce.com/content/learn/projects/quick-start-prompt-builder/get-started-with-
prompt-builder

Question 14: Universal Containers' service team wants to customize the standard case summary
response from Einstein Copilot. What should the AI Specialist do to achieve this?

A. Customize the standard Record Summary template for the Case object,

B. Summarize the Case with a standard copilot action.

C. Create a custom Record Summary prompt template for the Case object.

Question 15: 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.

https://help.salesforce.com/s/articleView?id=sf.prompt_builder_ground_related_list.htm&type=5

(The User and Organization related lists aren’t supported, due to a limitation involving global variables)

Question 16: 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.

https://help.salesforce.com/s/articleView?id=sf.copilot_actions_ref_find_similar_opportunities.htm&typ
e=5
Question 17: 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

https://trailhead.salesforce.com/content/learn/modules/build-ai-models-in-einstein-studio/get-to-
know-einstein-studio?trail_id=drive-productivity-with-einstein-ai

Question 18: An AI Specialist wants to use the related lists from an account in a custom prompt
template. What should the AI Specialist consider when configuring the prompt template?

A. The text encoding (for example, UTF-8, ASCII) option

B. The maximum number of related list merge fields

C. The choice between XML and JSON rendering formats for the list

https://help.salesforce.com/s/articleView?id=sf.prompt_builder_limits.htm&type=5

Question 19: 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.

https://help.salesforce.com/s/articleView?id=sf.prompt_builder_ground_related_list.htm&type=5

(Activities related lists on objects such as Account and Case are not supported.)

Question 20: The sales team at a hotel resort would like to generate a guest summary about the guests'
interests and provide recommendations based on their activity preferences captured in each guest
profile. They want the summary to be available only on the contact record page. Which AI capability
should the team use?

A. Einstein Copilot

B. Prompt Builder

C. Model Builder
Question 21: 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

https://help.salesforce.com/s/articleView?id=sf.copilot_actions_ref_query_records.htm&type=5

Question 22: Amid their busy schedules, sales reps at Universal Containers dedicate time to follow up
with prospects and existing clients via email regarding renewals or new deals. They spend many hours
throughout the week reviewing past communications and details about their customers before
performing their outreach. Which standard Copilot action helps sales reps draft personalized emails to
prospects by generating text based on previous successful communications?

A. Einstein Copilot Action: Find Similar Opportunities

B. Einstein Copilot Action: Draft or Revise Sales Email

C. Einstein Copilot Action: Summarize Record

https://help.salesforce.com/s/articleView?id=sf.copilot_actions_ref_draft_or_revise_email.htm&type=5

Question 23: Universal Containers wants to be able to detect with a high-level confidence if content
generated by a large language model (LLM) contains toxic language. Which action should an Al Specialist
take in the Trust Layer to confirm toxicity is being appropriately managed?

A. Access the Toxicity Detection log in Setup and export all entries where is Toxicity Detected is true.

B. Create a flow that sends an email to a specified address each time the toxicity score from the
response exceeds a predefined threshold.

C. Create a Trust Layer audit report within Data Cloud that uses a toxicity detector type filter to display
toxic responses and their respective scores.

https://help.salesforce.com/s/articleView?id=sf.generative_ai_audit_toxicity.htm&type=5

Question 24: An AI Specialist needs to create a Sales Email with a custom prompt template. They need to
ground on the following data. Opportunity Products Events near the customer Tone and voice examples.
How should the AI Specialist obtain related items?

A. Call prompt-initiated flow to fetch and ground the required data.

B. Create a flex template that takes the records in question as inputs.

C. Utilize a standard email template and manually insert the required data fields.

https://help.salesforce.com/s/articleView?id=sf.prompt_builder_create_flex_prompt_template.htm&typ
e=5

(Multiple sources are allowed on flex template.)

Question 25: Universal Containers is using Einstein Copilot for Sales to find similar opportunities to help
close deals faster. The team wants to understand the criteria used by the copilot to match opportunities.

What is one criteria that Einstein Copilot for Sales uses to match similar opportunities?

A. Matched opportunities are limited to the same account.

B. Matched opportunities were created in the last 12 months.

C. Matched opportunities have a status of Closed Won from last 12 months.

https://help.salesforce.com/s/articleView?id=sf.copilot_actions_ref_find_similar_opportunities.htm&typ
e=5

Question 26: Before activating a custom copilot action, an AI Specialist would like is to understand
multiple real-world user utterances to ensure the action being selected appropriately.

Which tool should the AI Specialist recommend?

A. Model Playground

B. Einstein Copilot

C. Copilot Builder

https://help.salesforce.com/s/articleView?id=sf.copilot_actions_custom_create_scratch.htm&type=5

Question 27: 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

https://help.salesforce.com/s/articleView?id=sf.copilot_actions_ref_draft_or_revise_email.htm&type=5
Question 28: 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.

https://help.salesforce.com/s/articleView?id=sf.prompt_builder_best_practices.htm&type=5

Question 29: Universal Containers (UC) wants to create a new Sales Email prompt template in Prompt
Builder using the "Save As" function. However,UC notices that the new template produces different
results compared to the standard Sales Email prompt due to missing hyperparameters.

What should UC do to ensure the new prompt template produces results comparable to the standard
Sales Email prompts?

A. Use Model Playground to create a model configuration with the specified parameters.

B. Manually add the hyperparameters to the new template.

C. Revert to using the standard template without modifications.

https://help.salesforce.com/s/articleView?id=sf.prompt_builder_standard_prompt_templates.htm&type
=5

Question 30: When configuring a prompt template, an AI Specialist previews the results of the prompt
template they've written. They see two distinct text outputs: Resolution and Response.

Which information does the Resolution text provide?

A. It shows the full text that is sent to the Trust Layer.

B. It shows the response from the LLM based on the sample record.

C. It shows which sensitive data is masked before it is sent to the LLM.

https://trailhead.salesforce.com/content/learn/modules/prompt-builder-basics/review-revise-and-
repeat-testing-prompt-templates

https://help.salesforce.com/s/articleView?id=sf.prompt_builder_enable_resolution.htm&type=5

(B is Response)
Question 31: 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

https://help.salesforce.com/s/articleView?id=sf.reply_recs_service_replies_email_intro.htm&type=5

Question 32: An Al 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. Create an application of the custom LLM and embed it in Sales Cloud via iFrame.

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

C. Enable model endpoint on OpenAl and make callouts to the model to generate emails.

https://help.salesforce.com/s/articleView?id=sf.generative_ai_large_language_model_support.htm&typ
e=5

Question 33: 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

https://www.salesforce.com/blog/personalized-email-marketing/

(Personalized email marketing is the approach of tailoring messages to individual recipients based on
their specific data and behaviors. About 74% of companies personalize their emails by using the
recipient’s first name in the message or subject line, but true personalized email marketing goes beyond
just names. Instead of sending the same email to everyone on your list, your messages are tailored
based on customer insights like purchase history, browsing behavior, and engagement metrics. That
makes your content more relevant and engaging, so each email feels like it was written specifically for
that reader.)
Question 34: Universal Containers Is Interested in Improving the sales operation efficiency by analyzing
their data using Al-powered predictions in Einstein Studio.

Which use case works for this scenario?

A. Predict customer sentiment toward a promotion message.

B. Predict customer lifetime value of an account.

C. Predict most popular products from new product catalog.

https://trailhead.salesforce.com/content/learn/modules/build-ai-models-in-einstein-studio/get-to-
know-einstein-studio

Question 35: 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

https://help.salesforce.com/s/articleView?id=sf.call_coaching.htm&type=5

(No coaching on Call summaries and Call Explorer)

Question 36: 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, Knowledge, and Case Notes

B. Case and Knowledge

C. Case, Case Emails, and Knowledge

https://help.salesforce.com/s/articleView?id=release-
notes.rn_einstein_grounding_ga.htm&release=246&type=5

Question 37: 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

https://help.salesforce.com/s/articleView?id=sf.copilot_actions_custom_create_scratch.htm&type=5

Question 38: 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

https://help.salesforce.com/s/articleView?id=sf.copilot_actions_instructions.htm&type=5

Question 39: 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

https://trailhead.salesforce.com/content/learn/modules/einstein-for-service-quick-look/deliver-smarter-
service-with-artificial-intelligence?trail_id=drive-productivity-with-einstein-ai

Question 40: 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

https://help.salesforce.com/s/articleView?id=sf.prompt_builder_ground_merge_fields.htm&type=5

(Because record merge field only supports contact, user and organization)

Question 41: 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.

https://help.salesforce.com/s/articleView?id=sf.copilot_actions_ref_answer_questions_with_knowledge
.htm&type=5

Question 42: 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.

Question 43: Universal Containers’ current AI data masking rules do not align with organizational privacy
and security policies and requirements.

What should an AI Specialist recommend to resolve the issue?

A. Enable data masking for sandbox refreshes.

B. Configure data masking in the Einstein Trust Layer setup.

C. Add new data masking rules in LLM setup.

https://help.salesforce.com/s/articleView?id=sf.generative_ai_trust_setup.htm&type=5
Question 44: 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

https://help.salesforce.com/s/articleView?id=sf.einstein_generative_ai_enable_grounding.htm&type=5

Question 45: Universal Containers is very concerned about security compliance and wants to
understand:

Which prompt text is sent to the large language model (LLM)

* How it is masked

* The masked response

What should the AI Specialist recommend?

A. Ingest the Einstein Shield Event logs into CRM Analytics.

B. Review the debug logs of the running user.

C. Enable audit trail in the Einstein Trust Layer.

https://help.salesforce.com/s/articleView?id=sf.generative_ai_audit_trail.htm&type=5

Question 46: 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

https://trailhead.salesforce.com/content/learn/projects/quick-start-prompt-builder/get-started-with-
prompt-builder
Question 47: 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.

Question 48: Universal Containers (UC) noticed an increase in customer contract cancellations in the last
few months. UC is seeking ways to address this issue by implementing a proactive outreach program to
customers before they cancel their contracts and is asking the Salesforce team to provide suggestions.

Which use case functionality of Model Builder aligns with UC's request?

A. Product recommendation prediction

B. Customer churn prediction

C. Contract Renewal Date prediction

Question 49: Universal Containers (UC) has a legacy system that needs to integrate with Salesforce. UC
wishes to create a digest of account action plans using the generative API feature.

Which API service should UC use to meet this requirement?

A. REST API

B. Metadata API

C. SOAP API

https://developer.salesforce.com/docs/einstein/genai/guide/models-api.html
Question 50: A data scientist needs to view and manage models in Einstein Studio. The data scientist
also needs to create prompt templates in Prompt Builder.

Which permission sets should an AI Specialist assign to the data scientist?

A. Data Cloud Admin and Prompt Template Manager

B. Prompt Template Manager and Prompt Template User

C. Prompt Template User and Data Cloud Admin

https://help.salesforce.com/s/articleView?id=sf.prompt_builder_build_template.htm&type=5

https://help.salesforce.com/s/articleView?id=sf.c360_a_userpermissions_cdp.htm&type=5

Question 51: What is best practice when refining Einstein Copilot custom action instructions?

A. Provide examples of user messages that are expected to trigger the action.

B. Use consistent introductory phrases and verbs across multiple action instructions.

C. Specify the persona who will request the action.

https://help.salesforce.com/s/articleView?id=sf.copilot_actions_instructions.htm&type=5

Question 52: 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

Question 53: What is the correct process to leverage Prompt Builder in a Salesforce org?

A. Select the appropriate prompt template type to use, select one of Salesforce's standard prompts,
determine the object to associate the prompt, select a record to validate against, and associate the
prompt to an action.

B. Select the appropriate prompt template type to use, develop the prompt within the prompt
workspace, select resources to dynamically insert CRM-derived grounding data, pick the model to use,
and test and validate the generated responses.

C. Enable the target object for generative prompting, develop the prompt within the prompt workspace,
select records to fine-tune and ground the response, enable the Trust Layer, and associate the prompt to
an action.

(Selection of model is important for prompt template)

Question 54: Universal Containers is considering leveraging the Einstein Trust Layer in conjunction with
Einstein Generative AI Audit Data.

Which audit data is available using the Einstein Trust Layer?

A. Response accuracy and offensiveness score

B. Hallucination score and bias score

C. Masked data and toxicity score

https://help.salesforce.com/s/articleView?id=sf.generative_ai_feedback_about.htm&type=5

Question 55: Which feature in the Einstein Trust Layer helps to minimize the risks of jailbreaking and
prompt injection attacks?

A. Secure Data Retrieval and Grounding

B. Data Masking

C. Prompt Defense

https://help.salesforce.com/s/articleView?id=sf.generative_ai_trust_arch.htm&type=5

Question 56: An AI Specialist turned on Einstein Generative AI in Setup. Now, the AI Specialist would like
to create custom prompt templates in Prompt Builder. However, they cannot access Prompt Builder in
the Setup menu.

What is causing the problem?

A. The Prompt Template User permission set was not assigned correctly.

B. The Prompt Template Manager permission set was not assigned correctly.

C. The large language model (LLM) was not configured correctly in Data Cloud.

https://help.salesforce.com/s/articleView?id=sf.prompt_builder_build_template.htm&type=5

Question 57: Universal Containers (UC) is experimenting with using public Generative AI models and is
familiar with the language required to get the information it needs. However, it can be time consuming
for both UC's sales and service reps to type in the prompt to get the information they need, and ensure
prompt consistency.

Which Salesforce feature should a Salesforce AI Specialist recommend to address these concerns?

A. Einstein Recommendation Builder

B. Einstein Copilot Action: Query Records

C. Einstein Prompt Builder and Prompt Templates

Question 58: A 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

https://help.salesforce.com/s/articleView?id=sf.reply_recs_service_replies_chat_intro.htm&type=5

(In Einstein Reply Recommendations replies are not based on knowledge base)

Question 59: Universal Containers is evaluating Einstein Generative AI features to improve the
productivity of the service center operation.

Which features should the AI Specialist recommend?

A. Service Replies and Case Summaries

B. Service Replies and Work Summaries

C. Reply Recommendations and Sales Summaries

https://help.salesforce.com/s/articleView?id=sf.cc_generative_ai_work_summaries.htm&type=5

(Case summaries are also created through work summaries)

Question 60: 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 a screen flow to collect sales order number 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 an auto launched flow and invoke the prompt template using the standard “Prompt Template"
flow action.

Question 61: 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.

https://help.salesforce.com/s/articleView?id=sf.copilot_setup_enhanced_event_logs.htm&type=5

Question 62: Universal Containers (UC) recently rolled out Einstein Generative capabilities and has
created a custom prompt to summarize case records. Users have reported that the case summaries
generated are not returning the appropriate information.

What is a possible explanation for the poor prompt performance?

A. The data being used for grounding Is incorrect or incomplete.

B. The prompt template version is incompatible with the chosen LLM.

C. The Einstein Trust Layer is incorrectly configured.

Question 63: Universal Containers tests out a new Einstein Generative AI feature for its sales team to
create personalized and contextualized emails for its customers. Sometimes, users find that the draft
email contains place holders for attributes that could have been derived from the recipient's contact
record.

What is the most likely explanation for why the draft email shows these placeholders?

A. The user does not have Einstein Sales Emails permission assigned.

B. The user does not have permission to access the fields.

C. The user's locale language is not supported by Prompt Builder.

https://help.salesforce.com/s/articleView?id=sf.einstein_sales_emails_considerations.htm&type=5
Question 64: An AI Specialist has created a copilot custom action using flow as the reference action type.
However, it is not delivering the expected results to the conversation preview, and therefore needs
troubleshooting.

What should the AI Specialist do to identify the root cause of the problem?

A. In Copilot Builder within the Dynamic Panel, turn on dynamic debugging to show the inputs and
outputs.

B. Copilot Builder within the Dynamic Panel, confirm selected action and observe the values in Input and
Output sections.

C. In Copilot Builder, verify the utterance entered by the user and review session event logs for debug
information.

https://help.salesforce.com/s/articleView?id=sf.copilot_setup_enhanced_event_logs.htm&type=5

Question 65: Universal Containers (UC) wants to assess Salesforce's generative 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.

No data is used for LLM training or product improvements by third- party LLMs.

No data is retained outside of UC's Salesforce org.

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. Prompt Defense

B. Zero-Data Retention Policy

C. Data Masking

https://help.salesforce.com/s/articleView?id=sf.generative_ai_trust_layer.htm&type=5

Question 66: The sales team at a hotel resort would like to generate a guest summary about the guests'
interests and provide recommendations based on their activity preferences captured in each guest
profile. They want the summary to be available only on the contact record page.

Which AI capability should the team use?

A. Einstein Copilot

B. Prompt Builder

C. Model Builder
Question 67: Universal Containers (UC) plans to send one of three different emails to its customers
based on the customer's lifetime value score and their market segment.

Considering that UC are required to explain why an e-mail was selected, which AI model should UC use
to achieve this?

A. Predictive model and generative model

B. Generative model

C. Predictive model

Question 68: Universal Containers (UC) wants to enable its sales team with automatic post-call visibility
into mention of competitors, products, and other custom phrases.

Which feature should the AI Specialist set up to enable UC's sales team?

A. Call Summaries

B. Call Explorer

C. Call Insights

https://help.salesforce.com/s/articleView?id=sf.eci_call_explorer.htm&type=5

Question 69: Universal Containers (UC) has implemented Generative AI within Salesforce to enable
summarization of a custom object called Guest. Users have reported mismatches in the generated
information.

In refining its prompt design strategy, which key practices should UC prioritize?

A. Enable prompt test mode, allocate different prompt variations to a subset of users for evaluation, and
standardize the most effective model based on performance feedback.

B. Create concise, clear, and consistent prompt templates with effective grounding, contextual role-
playing, clear instructions, and iterative feedback.

C. Submit a prompt review case to Salesforce and conduct thorough testing In the playground to refine
outputs until they meet user expectations.

https://help.salesforce.com/s/articleView?id=sf.prompt_builder_best_practices.htm&type=5

Question 70: Universal Containers (UC) wants to improve the efficiency of addressing customer
questions and reduce agent handling time with AI- generated responses. The agents should be able to
leverage their existing knowledge base and identify whether the responses are coming from the large
language model (LLM) or from Salesforce Knowledge.
Which step should UC take to meet this requirement?

A. Turn on Service AI Grounding, Grounding with Case, and Service Replies.

B. Turn on Service Replies, Service AI Grounding, and Grounding with Knowledge.

C. Turn on Service AI Grounding and Grounding with Knowledge.

https://help.salesforce.com/s/articleView?id=sf.einstein_generative_ai_ground_knowledge.htm&type=5

(Service replies for LLM and Grounding with knowledge for Salesforce Knowledge.)

Question 71: Universal Containers wants to utilize Einstein for Sales to help sales reps reach their sales
quotas by providing Al-generated plans containing guidance and steps for closing deals.

Which feature should the AI Specialist recommend to the sales team?

A. Find Similar Deals

B. Create Account Plan

C. Create Close Plan

https://help.salesforce.com/s/articleView?id=sf.copilot_actions_ref_close_plan.htm&type=5

Question 72: Universal Containers wants to make a sales proposal and directly use data from multiple
unrelated objects (standard and custom) in 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.

https://help.salesforce.com/s/articleView?id=sf.prompt_builder_add_flows_flex.htm&type=5

Question 73: Universal Containers wants to allow its service agents to query the current fulfillment
status of an order with natural language. There is an existing auto launched flow to query the
information from Oracle ERP, which is the system of record for the order fulfillment process.

How should an AI Specialist apply the power of conversational AI to this use case?

A. Create a Flex prompt template in Prompt Builder.

B. Create a custom copilot action which calls a flow.

C. Configure the Integration Flow Standard Action in Einstein Copilot.

https://help.salesforce.com/s/articleView?id=sf.copilot_actions_instructions.htm&type=5

Question 74: 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.

Question 75: Universal Containers plans to enhance the customer support team's productivity using AI.

Which specific use case necessitates the use of ?

A. Creating a draft of a support bulletin post for new product patches

B. Creating an Al-generated customer support agent performance score

C. Estimating support ticket volume based on historical data and seasonal trends

Question 76: What is the main purpose of Prompt Builder?

A. A tool for developers to use in Visual Studio Code that creates prompts for Apex programming,
assisting developers in writing code more efficiently.

B. A tool that enables companies to create reusable prompts for large language models (LLMs), bringing
generative AI responses to their flow of work

C. A tool within Salesforce offering real-time Al-powered suggestions and guidance to users, Improving
productivity and decision-making.

Question 77: 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.

(Tested in playground)
Question 78: 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 number of tokens generated by the dynamic nature of the prompt template will vary by record.

B. The template type needs to be switched to Flex to accommodate the variable amount of tokens
generated by the prompt grounding.

C. The number of tokens that can be processed by the LLM varies with total user demand.

Question 79: Universal Containers (UC) is looking to enhance its operational efficiency. UC has recently
adopted Salesforce and is considering implementing Einstein Copilot to improve its processes.

What is a key reason for implementing Einstein Copilot?

A. Improving data entry and data cleansing

B. Allowing AI to perform tasks without user interaction

C. Streamlining workflows and automating repetitive tasks

Question 80: 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

https://help.salesforce.com/s/articleView?id=sf.c360_a_ai_foundation_models_configure.htm&type=5

Question 81: Universal Containers (UC) uses Salesforce Service Cloud to support its customers and
agents handling cases. UC is considering implementing Einstein Copilot and extending Service Cloud to
mobile users.

When would Einstein Copilot implementation be most advantageous?

A. When the goal is to streamline customer support processes and improve response times

B. When the main objective is to enhance data security and compliance measures

C. When the focus is on optimizing marketing campaigns and strategies

Question 82: 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 Al-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.

https://help.salesforce.com/s/articleView?id=sf.prompt_builder_templates_in_action_field_gen.htm&ty
pe=5

Question 83: A sales rep at Universal Containers is extremely busy and sometimes will have very long
sales calls on voice and video calls and might miss key details. They are just starting to adopt new
generative AI features.

Which Einstein Generative AI feature should an AI Specialist recommend to help the rep get the details
they might have missed during a conversation?

A. Call Summary

B. Call Explorer

C. Sales Summary

https://help.salesforce.com/s/articleView?id=sf.eci_call_summaries.htm&type=5

Question 84: Northern Trail Outfitters (NTO) wants to configure Einstein Trust Layer in its production org
but is unable to see the option on the Setup page.

After provisioning Data Cloud, which step must an Al Specialist take to make this option available to
NTO?

A. Turn on Einstein Copilot.

B. Turn on Einstein Generative AI.

C. Turn on Prompt Builder.

https://help.salesforce.com/s/articleView?id=sf.generative_ai_trust_setup.htm&type=5

Question 85: An AI Specialist wants to include data from the response of external service invocation
(REST API callout) into the prompt template.

How should the AI Specialist meet this requirement?

A. Convert the JSON to an XML merge field.

B. Use External Service Record merge fields.

C. Use “Add Prompt Instructions” flow element.

(Don’t have any external service record merge field.)

Question 86: The AI Specialist of Northern Trail Outfitters reviewed the organization's data masking
settings within the Configure Data Masking menu within Setup. Upon assessing all of the fields, a few
additional fields were deemed sensitive and have been masked within Einstein's Trust Layer.

Which steps should the AI Specialist take upon modifying the masked fields?

A. Turn off the Einstein Trust Layer and turn it on again.

B. Test and confirm that the responses generated from prompts that utilize the data and masked data do
not adversely affect the quality of the generated response

C. Turn on Einstein Feedback so that end users can report if there are any negative side effects on AI
features.

https://help.salesforce.com/s/articleView?id=sf.generative_ai_feedback_analytics.htm&type=5

Question 87: 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

https://help.salesforce.com/s/articleView?id=sf.prompt_builder_create_field_gen_prompt_template.ht
m&type=5

Question 88: Universal Containers recently launched a pilot program to integrate conversational AI into
its CRM business operations with Einstein Copilot.

How should the AI Specialist monitor Copilot's usability and the assignment of actions?

A. Run a report on the Platform Debug Logs.

B. Query the Copilot log data using the metadata API.

C. Run Einstein Copilot Analytics.

https://help.salesforce.com/s/articleView?id=sf.copilot_analytics.htm&type=5
Question 89: When a customer chat is initiated, which functionality in Salesforce provides generative AI
replies or draft emails based on recommended Knowledge articles?

A. Einstein Reply Recommendations

B. Einstein Service Replies

C. Einstein Grounding

https://help.salesforce.com/s/articleView?id=sf.reply_recs_generative_ai_service_replies.htm&type=5

Question 90: A Salesforce Administrator is exploring the capabilities of Einstein Copilot to enhance user
interaction within their organization. They are particularly interested in how Einstein Copilot processes
user requests and the mechanism it employs to deliver responses. The administrator is evaluating
whether Einstein Copilot directly interfaces with a large language model (LLM) to fetch and display
responses to user inquiries, facilitating a broad range of requests from users.

How does Einstein Copilot handle user requests In Salesforce?

A. Einstein Copilot will trigger a flow that utilizes a prompt template to generate the message.

B. Einstein Copilot will perform an HTTP callout to an LLM provider.

C. Einstein Copilot analyzes the user's request and LLM technology is used to generate and display the
appropriate response.

https://help.salesforce.com/s/articleView?id=sf.copilot_how_copilot_works.htm&type=5

Question 91: 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.

https://help.salesforce.com/s/articleView?id=sf.prompt_builder_best_practices.htm&type=5

Question 92: 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.

https://help.salesforce.com/s/articleView?id=sf.c360_a_ai_foundation_models.htm&type=5