1. Which type of bias imposes a system's values on others?

A. Association
B. Automation
C. Societal

2. A sales manager wants to improve their processes using AI in

Salesforce. Which application of AI would be most beneficial?
(PROVA)

A. Lead scoring and opportunity forecasting

B. Data modeling and management
C. Sales dashboards and reporting

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

A. Improved customer trust and satisfaction

B. Increased brand loyalty
C. Higher customer acquisition costs

5. What is the role of Salesforce's Trusted AI Principles in the

context of CRM systems?

A. Outlining the technical specifications for AI integration

B. Providing a framework for AI data model accuracy
C. Guiding ethical and responsible use of AI

6. What is a benefit of data quality and transparency as it pertains

to bias in generative AI? (PROVA)

A. Chances of bias are aggravated.

B. Chances of bias are removed.
C. Chances of bias are mitigated.

7. A business analyst (BA) wants to improve business by enhancing

their sales processes and customer support. Which AI applications
should the BA use to meet their needs? (PROVA)

A. Sales data cleansing and customer support data governance

B. Machine learning models and chatbot predictions
C. Lead scoring, opportunity forecasting, and case classification
Lead scoring, forecasting and recommendations - CORRETA
8. How does AI within CRM help sales representatives better
understand previous customer interactions?

A. Creates, localizes, and translates product descriptions

B. Provides call summaries
C. Triggers personalized service replies

10. A data quality expert at Cloud Kicks wants to ensure that each
new contact contains at least an email address or phone number.
Which feature should they use to accomplish this?

A. Validation rule
B. Autofill
C. Duplicate matching rule

11. In the context of Salesforce's Trusted AI Principles, what does

the principle of Empowerment primarily aim to achieve? (PROVA)

A. Empower users of all skill levels to build AI applications with clicks, not
code.
B. Empower users to solve challenging technical problems using neural
networks.
C. Empower users to contribute to the growing body of knowledge of leading
AI research.

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

A. Age
B. Reliability
C. Volume

13. A financial institution plans a campaign for preapproved credit

cards.
How should they implement Salesforce's Trusted AI Principle of
Transparency?

A. Communicate how risk factors such as credit score can impact customer
eligibility.
B. Flag sensitive variables and their proxies to prevent discriminatory
lending practices.
C. Incorporate customer feedback into the model’s continuous training.
14. What is a key challenge of human-AI collaboration in decision-
making? (PROVA)

A. Leads to more informed and balanced decision-making

B. Creates a reliance on AI, potentially leading to less critical thinking and
oversight
C. Reduces the need for human involvement in decision-making processes

18. What is a potential source of bias in training data for AI

models? (PROVA)

A. The data is collected in real time from source systems.

B. The data is collected from a diverse range of sources and demographics.
C. The data is skewed toward a particular demographic or source.

19. Cloud Kicks wants to use AI to enhance its sales processes and
customer support.
Which capability should they use? (PROVA)

A. Sales Path and Automated Case Escalations

B. Einstein Lead Scoring and Case Classification
C. Dashboard of Current Leads and Cases

22. 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. Color Coding
C. Data Backup

25. A consultant conducts a series of Consequence Scanning

Workshops to support testing diverse datasets. Which Salesforce
Trusted AI Principle is being practiced? (PROVA)

A. Accountability
B. Inclusivity
C. Transparency

28. Which action should be taken to develop and implement trusted

generative AI with Salesforce's safety guideline in mind?

A. Be transparent when AI has created and autonomously delivered content.

B. Develop right-sized models to reduce our carbon footprint.
C. Create guardrails that mitigate toxicity and protect PII.
 Salesforce Certified AI Associate 40 real questions Exam #1
Udemy

1. What is machine learning?

A. AI that creates new content

B. A data model used in Salesforce
C. AI that can grow its intelligence

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

A. AI models maintain accuracy but have slower response times

B. AI predictions become more focused and less robust
C. Biases in data can be inadvertently learned and amplified by AI systems

3. Cloud Kicks relies on data analysis to optimize its product

recommendations; however, CK encounters a recurring issue of
incomplete customer records, with missing contact information and
incomplete purchase histories. How will this incomplete data
quality impact the company's operations? (PROVA)

A. The response time for product recommendations is stalled

B. The diversity of product recommendations Is Improved
C. The accuracy of product recommendations is hindered

4. An administrator at Cloud Kicks wants to ensure that a field is

set up on the customer record so their preferred name can be
captured. Which Salesforce field type should the administrator use
to accomplish this?

A. Rich Text Area

B. Text
C. Multi-Select Picklist

5. Cloud Kicks learns of complaints from customers who are

receiving too many sales calls and emails. Which data quality
dimension should be assessed to reduce these communication
inefficiencies?

A. Duplication
B. Consent
C. Usage
6. What is the main focus of the Accountability principle in
Salesforce's Trusted AI Principles? (PROVA)

A. Ensuring transparency In Al-driven recommendations and predictions

B. Safeguarding fundamental human rights and protecting sensitive data
C.Taking responsibility for one's actions toward customers, partners, and
society

7. 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

8. A developer is tasked with selecting a suitable dataset for

training an AI model in Salesforce to accurately predict current
customer behavior. What is a crucial factor that the developer
should consider during selection?

A. Age of the dataset

B. Number of variables in the dataset
C. Size of the dataset

9. What is a sensitive variable that can lead to bias? (PROVA)

A. Gender
B. Country
C. Education level

11. 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? (PROVA)

A. Remove biased data

B. Determine data availability
C. Determine data outcomes

12. Cloud Kicks discovered multiple variations of state and country

values in contact records. Which data quality dimension is affected
by this issue? (PROVA)

A. Usage
B. Consistency
C. Accuracy

13. What are some key benefits of AI in improving customer

experiences in CRM?

A. Streamlines case management by categorizing and tracking customer

support cases, identifying topics, and summarizing case resolutions
B. Fully automates the customer service experience, ensuring seamless
automated interactions with customers
C. Improves CRM security protocols, safeguarding sensitive customer data
from potential breaches and threats

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

A. Interaction
B. Association
C. Societal

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

A. By reducing how many attributes are collected

B. By applying data retention policies
C. By limiting how many people have access to data

16. 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.

17. Which Einstein capability uses emails to create content for

Knowledge articles?

A. Predict
B. Discover
C. Generate

18. Cloud Kicks wants to develop a solution to predict customers’

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

A. Consistency
B. Accuracy
C. Completeness

19. A Salesforce administrator creates a new field to capture an

order's destination country.
Which field type should they use to ensure data quality? (PROVA)

A. Text
B. Picklist
C. Number

20. Which features of Einstein enhance sales efficiency and

effectiveness?

A. Opportunity Scoring, Lead Scoring, Account Insights

B. Opportunity List View, Lead List View, Account List view
C. Opportunity Scoring, Opportunity List View, Opportunity Dashboard

21. Cloud Kicks is testing a new AI model. Which approach aligns

with Salesforce's Trusted AI Principle of Inclusivity?

A. Test with diverse and representative datasets appropriate for how the
model will be used
B. Rely on a development team with uniform backgrounds to assess the
potential societal implications of the model
C. Test only with data from a specific region or demographic to limit the risk
of data leaks

22. What is a key characteristic of machine learning in the context

of AI capabilities?

A. Relies on preprogrammed rules to make decisions

B. Can perfectly mimic human intelligence and decision-making
C. Uses algorithms to learn from data and make decisions

23. How does data quality impact the trustworthiness of AI-driven

decisions? (PROVA)

A. High-quality data improves the reliability and credibility of Al-driven

decisions, fostering trust among users
B. The use of both low-quality and high-quality data can improve the
accuracy and reliability of AI- driven decisions
C. Low-quality data reduces the risk of overfitting the model, improving the
trustworthiness of the predictions.

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

(PROVA)

A. Training time
B. Data privacy
C. Model accuracy

25. What should organizations do to ensure data quality for their AI

initiatives? (PROVA)

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

B. Prioritize model fine-tuning over data quality improvements
C. Collect and curate high-quality data from reliable sources

26. What is an implication of user consent in regard to AI data

privacy? (PROVA)

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

B. AI ensures complete data privacy by automatically obtaining user consent
C. AI operates Independently of user privacy and consent

27. A customer using Einstein Prediction Builder is confused about

why a certain prediction was made. Following Salesforce's Trusted
AI Principle of Transparency, which customer information should be
accessible on the Salesforce Platform?

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

Trusted AI Principles
B. An explanation of the prediction's rationale and a model card that
describes how the model was created
C. A marketing article of the product that clearly outlines the product’s
capabilities and features

28. Cloud Kicks wants to create a custom service analytics

application to analyze cases in Salesforce. The application should
rely on accurate data to ensure efficient case resolution. Which
data quality dimension is essential for this custom application?

A. Consistency
B. Age
C. Duplication

29. What is an example of Salesforce's Trusted AI Principle of

Inclusivity in practice?
A. Testing models with diverse datasets
B. Working with human rights experts
C. Striving for model explain ability

30. How does an organization benefit from using AI to personalize

the shopping experience of online customers?

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

B. Customers are more likely to visit competitor sites that personalize their
experience
C. Customers are more likely to share personal information with a site that
personalizes their experience

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

development?

A. Potential for human bias in machine learning algorithms and the lack of
transparency in AI decision-making processes
B. Implicit transparency of AI systems, which makes It easy for users to
understand and trust their decisions
C. Inherent neutrality of AI systems, which eliminates any potential for
human bias in decision- making

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

A. Predictive scoring, forecasting, recommendations

B. Einstein Bots, face recognition, recommendations
C. Predictive scoring, reporting, Image classification

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

A. Archive customer data on a recurring schedule.

B. Automatically anonymize all customer data.
C. Track customer data consent preferences.

34. What is a key benefit of effective interaction between humans

and AI systems?

A. Leads to more informed and balanced decision making

B. Reduces the need for human involvement
C. Alerts humans to the presence of biased data

35. How is natural language processing (NLP) used in the context of

AI capabilities? (PROVA)

A. To understand and generate human language

B. To interpret and understand programming language
C. To cleanse and prepare data for AI implementations

36. 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. Trigger deletion of old records

B. Duplicate management
C. Standardized field names

37. A healthcare company implements an algorithm to analyze

patient data and assist in medical diagnosis. Which primary role
does data quality play in this AI application?

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

B. Reduced need for healthcare expertise in interpreting AI outputs
C. Ensured compatibility of AI algorithms with the system's Infrastructure
Enhanced accuracy and reliability of medical predictions and diagnoses

38.To avoid introducing unintended bias to an AI model, which type

of data should be omitted? (PROVA)

A. Transactional
B. Demographic
C. Engagement

39. A marketing manager wants to use AI to better engage their

customers. Which functionality provides the best solution?

A. Journey Optimization
B. Einstein Engagement
C. Bring Your Own Model

40. Cloud Kicks implements a new product recommendation feature

for its shoppers that recommends shoes of a given color to display
to customers based on the color of the products from their
purchase history. Which type of bias is most likely to be
encountered in this scenario?

A. Confirmation
B. Societal
C. Survivorship

Salesforce Certified AI Associate 40 real questions Exam #2

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

A. Age
B. Volume
C. Reliability

2. What is a potential outcome of using poor-quality data in AI

applications? (PROVA)

A. AI models may produce biased or erroneous results

B. AI models become more interpretable
C. AI model training becomes slower and less efficient

5. What is the role of Salesforce Trust AI principles in the context of

CRM system?

A. Guiding ethical and responsible use of AI

B. Providing a framework for AI data model accuracy
C. Outlining the technical specifications for AI integration

6. Salesforce defines bias as using a person's Immutable traits to

classify them or market to them. Which potentially sensitive
attribute is an example of an immutable trait? (PROVA)

A. Financial status
B. Nickname
C. Email address

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

A. Automation
B. Association
C. Societal

8. What is an example of ethical debt? (PROVA)

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

B. Delaying an AI product launch to retrain an AI data model
C. Launching an AI feature after discovering a harmful bias

10. How does a data quality assessment impact business outcomes

for companies using AI? (PROVA)
A. Accelerates the delivery of new AI solutions
B. Provides a benchmark for AI predictions
C. Improves the speed of AI recommendations

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

A. Computer vision
B. Natural language processing
C. Predictive analytics

13. What is the rile of data quality in achieving AI business

Objectives?

A. Data quality is unnecessary because AI can work with all data types
B. Data quality is required to create accurate AI data insights
C. Data quality is important for maintain Ai data storage limits

14. A financial institution plans a campaign for preapproved credit

cards? How should they implement Salesforce’s Trusted AI Principle
of Transparency?

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

B. Communicate how risk factors such as credit score can impact customer
eligibility
C. Flag sensitive variables and their proxies to prevent discriminatory
lending practices

15. What role does data quality play in the ethical use of AI
applications? (PROVA)

A. High-quality data is essential for ensuring unbiased and for fair AI

decisions, promoting ethical use, and preventing discrimination
B. High-quality data ensures the process of demographic attributes required
for personalized campaigns
C. Low-quality data reduces the risk of unintended bias as the data is not
overfitted to demographic groups

16. Which statement exemplifies Salesforce honesty guideline when

training AI models? (PROVA)
A. Minimize the AI models carbon footprint and environment impact during
training
B. Control bias, toxicity, and harmful content with embedded guardrails and
guidance
C.Ensure appropriate consent and transparency when using AI-generated
responses

17. In the context of Salesforce’s Trusted AI Principles what does

the principle of Empowerment primarily aim to achieve? (PROVA)

A. Empower users of all skill levels to build AI applications with clicks, not
code
B. Empower users to contribute to the growing body of knowledge of leading
AI research
C. Empower users to solve challenging technical problems using neural
networks

18. What are the key components of the data quality standard?
(PROVA)

A. Accuracy, Completeness, Consistency

B. Naming, formatting, Monitoring
C. Reviewing, Updating, Archiving

19. The Cloud Kicks technical team is assessing the effectiveness of

their AI development processes. Which established Salesforce
Ethical Maturity Model should the team use to guide the
development of trusted AI solutions?

A. Ethical AI Prediction Maturity Model

B. Ethical AI practice Maturity Model
C. Ethical AI Process Maturity Model

20. What is a benefit of data quality and transparency as it pertains

to bias in generated AI? (PROVA)

A. Chances of bias are aggravated

B. Chances of bias are remove
C. Chances of bias are mitigated

21. A service leader wants to use AI to help customers resolve their

issues quicker in a guided self-serve application. Which Einstein
functionality provides the best solution?

A. Bots
B. Case Classification
C. Recommendation
22. What can bias in AI algorithms in CRM lead to?

A. Personalization and target marketing changes

B. Ethical challenges in CRM systems
C. Advertising cost increases

23. A sales manager wants to improve their processes using AI in

Salesforce? Which application of AI would be most beneficial?

A. Lead scoring and opportunity forecasting

B. Data modeling and management
C. Sales dashboards and reporting

24. How does AI which CRM helps sales representatives better

understand previous customer interactions?

A. Provides call summaries

B. Creates, localizes, and translates product descriptions
C. Triggers personalized service replies

25. Why is it critical to consider privacy concerns when dealing with

AI and CRM data?

A. Confirms the data is accessible to all users

B. Ensures compliance with laws and regulations
C. Increases the volume of data collected

26. Cloud Kicks wants to use Einstein Prediction Builder to

determine a customer’s likelihood of buying specific products;
however, data quality is a… How can data quality be assessed?
(PROVA)

A. Leverage data quality apps from AppExchange

B. Build reports to expire the data quality
C. Build a Data Management Strategy

27. Cloud kicks wants to develop a solution to predict customers’

interest based on historical data. The company found that
employee regions use a text field to capture the product category
while employees from all other locations use a picklist. Which
dimension of data quality is affected in this scenario?

A. Consistency
B. Accuracy
C. Completeness
28. A data quality expert at Cloud Kicks wants to ensure that each
new contact contains at least an email address… Which feature
should they use to accomplish this?

A. Duplicate matching rule

B. Autofill
C. Validation rule

29. Which data does Salesforce automatically exclude from

marketing Cloud Einstein engagement model training to mitigate
bias and ethic…

A. Geographic
B. Cryptographic
C. Demographic

31. What is a key challenge of human AI collaboration in decision-

making? (PROVA)

A. Leads to move informed and balanced decision-making

B. Creates a reliance on AI, potentially leading to less critical thinking and
oversight
C. Reduce the need for human involvement in decision-making processes

32. Cloud Kicks uses Einstein to generate predictions out is not

seeing accurate results? What to a potential mason for this?

A. Poor data quality

B. The wrong product
C. Too much data

33. What is a Key consideration regarding data quality in AI

implementation?

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

B. Integration process of AI models with Salesforce workflows
C. Techniques from customizing AI features in Salesforce

35. Which best describes the difference between predictive AI and

generative AI? (PROVA)

A. Predictive AI uses machine learning to classes or predict output from its

input data whereas generative AI does not use machine learning to
generate its output
B. Predictive AI uses machine learning 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 and differ in
the type of input they receive: predictive AI receives raw data whereas
generation AI receives natural language

36. A business analyst (BA) wants to improve business by

enhancing their sales processes and customer.. Which AI
application should the BA use to meet their needs?

A. Sales data cleansing and customer support data governance

B. Lead scoring, opportunity forecasting, and case classification
C. Machine learning models and chatbot predictions

37. Which action should be taken to develop and implement trusted

generated AI with Salesforce’s safety guideline in mind?

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

B. Be transparent when AI has created and automatically delivered content
C. Create guardrails that mitigates toxicity and protect PII

39. A consultant conducts a series of Consequence Scanning

workshops to support testing diverse datasets. Which Salesforce
Trusted AI Principles is being practiced>

A. Accountability
B. Transparency
C. Inclusivity

Simulados Aleatórios

1. What does the term “data completeness”refer to in the context

of data quality? (PROVA)

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

2. What is one technique to mitigate bias and ensure fairness in AI

applications? (PROVA)

A. Ongoing auditing and monitoring of data that is used in AI applications

B. Excluding data features from the Al application to benefit a population
C. Using data that contains more examples of minority groups than majority
groups

3. How does AI assist in lead qualification?

A. Scores leads based on customer data
B. Creates personalized SMS campaigns
C. Automatically interacts with prospects

4. A sales manager wants to use AI to help sales representatives

log their calls quicker and more accurately. Which functionality
provides the best solution?

A. Call Summaries
B. Sales Dialer
C. Auto-Generted Sales Tasks

5. How does poor data quality affect predictive and generative AI

models?

A. Decreases storage efficiency

B. Increases raw data volume
C. Creates inaccurate results

6. Cloud Kicks wants to evaluate the quality of its sales data. Which
first step should they take for the data quality assessment?

A. Identify business objectives

B. Plan and align territories
C. Run a new report or dashboard
7. Which action introduces bias in the training data used for AI
algorithms?

A. Using a dataset that represents diverse perspectives and populations

B. Using a dataset that underrepresents diverse perspectives and
populations
C. Using a dataset that is computationally expensive

8. What is Salesforce Einstein AI?

A. AI-powered chatbot
B. An AI platform integrated with Salesforce for automation and analysis of
business processes
C. A tool to design custom Salesforce apps
D. A cloud-based data storage solution

9. Which Salesforce AI tool is used for customer service

automation?

A. Einstein Bots
B. Marketing Cloud
C. Salesforce Flow
D. Tableau CRM

10. What is the critical benefit of Salesforce using AI?

A. Reduces manual data entry

B. Offers predictive analytics and more intelligent decision-making
C. Creates customized dashboards
D. Increase storage capacity

11. Which Salesforce technology uses artificial intelligence to

evaluate sales data and anticipate future revenue?

A. Tableau CRM
B. Einstein Forecasting
C. Einstein Vision
D. Marketing Cloud

12. Which platform is recommended for taking the Salesforce AI

associate practice exam?

A. Salesforce Trailhead
B. Third Party Sites
C. LinkedIn Learning
D. Webassessor

13. Which definition fits best to meet the demands of Einstein

prediction maker in Salesforce?

A. Facilitates workflows by user-defined criteria

B. Gives tools for building really intelligent mobile applications
C. Creates custom predictive models without requiring any code from
Salesforce data
D. Visualizes Salesforce data in actionable dashboards

14. What unique advantage does Salesforce Einstein Discovery

offer over the standard forms of data analytics?

A. It only needs real-time data streams.

B. It integrates predictive insights directly into salesforce workflows.
C. It automates customer service response.
D. It replaces traditional CRMs by predictive CRMs.
15. What is Einstein’s Discovery in Salesforce?

A. Automates conversations for customer service

B. Predicts outcome and advises action
C. Stores customer’s data
D. Sends marketing emails

16. Which dataset type is NOT supported by Einstein Prediction

Builder?

A. Salesforce standard and custom objects

B. Third-party datasets imported via APIs
C. External datasets stored on local machines
D. Datasets from Salesforce-connected apps

17. What does Einstein Vision work with?

A. Text data
B. Image data
C. Audio data
D. Tabular data

18. Which Salesforce AI tool helps automate marketing campaigns?

A. Einstein Automate
B. Einstein Recommendations
C. Einstein Email Insights
D. Marketing Cloud AI

19. In Salesforce, what Einstein Bots are mainly used for?

A. Revenue forecasting
B. Customer service agent assistance
C. Email Template
D. Dashboard Building

20. In Salesforce, the Einstein Recommendation Builder is primarily

concerned with which of the following?

A. Generating leads based on customer data

B. Delivering personalized product and content recommendations
C. Automating case management workflows
D. Forecasting future sales opportunities
21. Which of the following Salesforce tools uses AI to provide
individualized product recommendations?

A. Marketing Cloud
B. Commerce Cloud Einstein
C. Service Cloud
D. Tableau CRM

22. Which Salesforce tool can be used to integrate AI capabilities

into custom applications?

A. Salesforce AppExchange
B. Einstein Bots
C. Salesforce Apex
D. Einstein Platform Services APIs

23. Which one of the following can be best categorized as the valid
use case of Salesforce Einstein Analytics?

A. Custom creation of machine learning models on image recognition

B. Provide detailed data visualizations and predictive insights
C. Replacement of manual workflows automated in salesforce
D. Manage customer email campaigns by AI

24. What does the phrase “Einstein Score” mean in Salesforce?

A. Probability to convert a lead into an opportunity.

B. Complexity in a machine learning model.
C. The performance score of an Einstein Bot.
D. The percentage of satisfaction after using Salesforce AI.

25. How does the Einstein Case Classification wheel in customer

service efficiency?

A. Automates real-time responses to customer queries

B. Predicts the most suitable agents to work on a case
C. Auto-populate case fields by mining past data patterns
D. Classifies cases based on customer satisfaction scores

26. What is needed for activating Einstein Vision in a Salesforce

environment?

A. Obtaining the Einstein Analytics app

B. Setting up Salesforce Shield for advanced security
C. Enabling Einstein Platform Services APIs
D. Upgrading Salesforce to Enterprise Edition
27. What is the purpose of salesforce AI powered Lead Scoring?

A. It predicts whether or not an identified lead will turn into a paying

customer
B. It indicates when a lead should be followed up
C. It helps to automatically allocate leads to qualified sales representatives
D. It scores how well customers are satisfied

Free Salesforce Certified AI Associate Practice Questions

(Sept 2023)
DYDC

1. Which of the following is a common concert about AI Generative?

A.Deep learning
B. Natural language processing
C. Hallucinations

2. Which type of Ai combines algorithms and deep learning and

neural network techniques to generate content that is based on the
patterns it observes in other content?

A. Predictive AI
B. Generative AI
C. Narrow AI

3. How can customers benefit from CRM with generative AI?

A. Get a consistent experience across all channels of engagement

B. Get suggestions about products not to purchase
C. Get advice on reducing licence cost

4. Which of the following is one of the Salesforce’s Trusted AI

Principles?

A. Accuracy
B. Accountable
C. Sustainable

5. Which of the following is one of the five guidelines Salesforce is

using to guide development of trusted generative AI?

A. Accuracy
B. Accountable
C. Sustainable
6. Which of the following is a milestone in Ethical AI Practice
Maturity Model?

A. Accurate & Accountables

B. Managed & Sustainable
C. Responsible & Inclusive

7. Which of the following is one of the perceived risks of real-time

personalization in marketing?

A. Automated spam emails

B. Encouraging unhealthy habits
C. Data being collected, shared, or used in unanticipated ways

8. Which of the following is a factor that can determine the quality

of data used for training AI models?

A. Data Compatibility
B. Duplicate Records
C. Data Volume

9. Which of the following is a Data Quality Dimension?

A. Naming Convention
B. Completeness
C. Formatting

10. What is AI Hallucination?

A. A confident response by an AI that does not seem to be justified by its

training model
B. AI systems being to perceive and interact with fictional and fantastical
entities in their virtual worlds
C. AI System start exhibiting behaviors reminiscent of characters from
classic literature

11. What is the primary goal of generative AI?

A. Classifying images
B. Generating new data that is similar to existing data
C. Solving mathematical equations

12. How can generative AI be applied in CRM systems?

A. By automating the entire customer service department

B. By generating random customer complaints for practice
C. By generating personalized responses and content for customer
interactions

13. What is the primary benefit of using generative AI in CRM for

customer support?

A. Generating more marketing emails

B. Reducing the need for human customer support agents
C. Increasing customer wait times

14. How does generative AI contribute to personalization in CRM?

A. By sending generic responses to customer inquiries

B. By generating random customer names in emails
C. By creating tailored product recommendations and content for each
customer

15. What ethical considerations should be taken into account when

using generative AI in CRM?

A. None, as AI is inherently ethical

B. Data privacy, bias, and transparency
C. Making all customer interactions completely automated

16. What is the main goal of integrating generative AI into CRM

systems for sales and marketing?

A. To confuse customers with incomprehensible responses

B. To improve customer engagement and increase sales
C. To replace the sales team with AI-generated sales pitches

17. In the context of generative AI in CRM, what does “data

cleansing” refer to?

A. The process of deleting all customer data for privacy reasons

B. The practice of enhancing data quality by removing errors and
inconsistencies
C. The AI’s ability to create entirely new customer profiles

18. What is the potential consequence of using low-quality or

biased training data in generative AI for CRM?

A. Improved customer satisfaction

B. Unfair or biased customer interactions
C. Reduced AI model complexity
19. How can high-quality training data benefit generative AI in
CRM?

A. It can make the AI model less accurate

B. It enables the AI model to provide more relevant and context-aware
responses to customer inquiries
C. It increases the likelihood of data hallucination

20. What is one approach to mitigating bias in generative AI CRM

models?

A. Implementing stricter data privacy policies

B. Ensuring diverse and representative training data
C. Reducing customer engagement to minimize potential bias

21. What is the primary goal of incorporating AI into Salesforce?

A. To reduce customer engagement

B. To enhance customer relationship management
C. To eliminate the need for human agents

22. Which Salesforce product leverages AI to provide insights and

recommendations to sales and service teams?

A. Salesforce Analytics
B. Salesforce Marketing Cloud
C. Salesforce Einstein

23. What is the purpose of Salesforce Einstein Discovery?

A. To create advanced AI models from scratch

B. To predict customer behavior based on historical data
C. To automate email marketing campaigns

24. In Salesforce, what is the primary function of the Einstein

Prediction Builder?

A. To forecast future sales opportunities

B. To categorize customer support tickets
C. To design email templates

25. What is the key benefit of using Salesforce Einstein for

predictive analytics in marketing?

A. Reducing the need for marketing teams

B. Improving lead conversion rates and campaign effectiveness
C. Automatically sending emails to all leads
 Trailhead

Get Started with Artificial Intelligence

1. What can distort our understanding of artificial intelligence?

A.Solar flares
B. An unclear definition of artificial
C. Fictional representations of AI
D.A narrow view of what constitutes intelligence
E. C and D

2. Which broad category would an AI system fit into if it’s used to

determine the optimal price of an airline ticket?

A. Numeric prediction
B. Classification
C. Robotic navigation
D. Language processing

Turn Data into Models

1.What limits programmers from handcrafting algorithms to

perform tasks we associate with human intelligence?

A. Not enough memory in modern computers

B. Laws that prevent the creation of AI
C. The sheer number of rules to account for, many of which are unknown
D. Too little coffee, too little time

2. True or false: A database of business names, zip codes, and

market value would be an example of structured data?

A. True
B. False

Understand the Need for Neural Networks

1. For AI training to be considered deep learning, what does its

neural network need more of?

A. Nodes
B. Weights
C. Layers
D. Inputs
2. True or false: The values of weights and biases in a trained
neural network usually have an obvious connection to the inputs.

A. True
B. False

Improve Customer Service Using Artificial Intelligence

1. What is one way AI improves the customer experience?

A. By handling complex cases

B. By repeating the same information until it's understood
C. By using bots to solve common issues quickly
D. A and B

2. Salesforce Einstein assists customer service agents by making

self-service easier, deflecting routine requests, and:

A. Mediating the relationship between agents and managers

B. Accelerating issue resolution
C. Reminding agents to take frequent breaks
D. A and C

3. Einstein Bots help agents by:

A. Automatically resolving top customer issues

B. Collecting qualified customer information
C. Telling agents what to do
D. A and B

Understand Why Chatbots Matter to the Contact Center

1. What is a chatbot?

A. An application that can seamlessly hand off complex cases to agents

B. A new type of call center manager
C. An application that can carry on a chat conversation with a customer
D. A and C

2. How do Einstein Bots collect and qualify information in a

conversational manner?

A. Using natural language understanding

B. Using natural neural skills
C. Taking extensive surveys
D. Using a style guide
3. How do chatbots improve the customer service experience for
everyone involved?

A. By resolving low-level cases, saving time, and speeding resolution for

customers
B. By reporting underperformance to human resources promptly
C. By using natural language understanding to help customers get refunds
D. By using natural algorithms to coordinate website traffic

Explore the Capabilities of Generative AI

1. What is it called when AI interprets everyday language?

A. Slang translation
B. Text-to-task
C. Intention prediction
D. Natural language processing

2. If you ask a generative AI what its favorite color is, and it

responds “blue,” this is an example of what?

A. Sentience
B. Opinion
C. Prediction
D. Randomness

Understand the Technology Ecosystem of Generative AI

1. New AI model architecture and availability of extensive training

data are two factors in the rapid improvement of generative AI.
What’s the third?

A. Increased parallel computing power

B. AI optimizing AI code
C.Larger data storage capacity of servers
D. Faster satellite data connections

2. True or false: Developers must create their own large language

models in order to add natural language processing to their
applications.

A. True
B. False

Get to Know Natural Language Processing

1. What is natural language?

A. The root of all languages.
B. The ways humans communicate.
C. How computers speak to each other.
D. The language of plants.

2. In what ways have neural networks impacted NLP?

A. NLP has become faster.

B. NLP has become more contextually accurate.
C. NLP is no longer important.
D. A and B
E. A and C

Learn About Natural Language Parsing

1. Which NLP technique uses the part of speech to more accurately

find the root of a word?

A. Segmentation
B. Tokenization
C. Stemming
D. Lemmatization

2. What is the term for finding the underlying structure of text in

NLP?

A. Parts of speech
B. Parsing
C. Morphology
D. Sentiment

Understand the Ethical Use of Technology

1. What's one definition of bias?

A. Decision made free of self-interest, prejudice, or favoritism

B. Judgement based on preconceived notions or prejudices rather than the
impartial evaluation of facts
C. The state of being diverse and having variety
D. Impartial treatment without discrimination

2. Why are diverse teams important?

A. They enable you to create more inclusive products that meet the needs
of all your users, not just some of them.
B. Only a few individuals are responsible for promoting ethics.
C. They help you identify preconceived notions or assumptions that can be
harmful for some users.
D. A and C
E. B and C

Recognize Bias in Artificial Intelligence

1. Which of the following is a result of association bias?

A. Men being labeled as doctors and women being labelled as nurses in a

dataset
B. An image of an orange cat being predicted to be a coyote because all the
coyotes in the dataset were orange and none of the cats were orange
C. A person being denied a loan because the system inaccurately predicted
they would be unable to repay it
D. A company hiring only candidates from a particular university because it
currently has successful employees from that university

2. How can bias enter a system?

A. Through the values or assumptions of the creators

B. From the training data
C. From spending too much time on the project
D. A and B
E. A and C

Remove Bias from Your Data and Algorithms

1. What are the advantages to holding a premortem?

A. Learn from past mistakes, celebrate successes, provide closure to a

project.
B. Identify potential risks in a project.
C. Foster open communication with the team.
D. A and C
E. B and C

2. Why is it important to regularly evaluate your data?

A. Societal values change over time.
B. Your data model can "learn" unsavory information that skews the dataset.
C. You can "set and forget" your data after evaluating it once.
D. A and B
E. B and C

Create Responsible Generative AI

1. What are the risks of using generative AI?

A. Robots might take over Salesforce.
B. You cannot limit the data the model gathers to generate content.
C. You cannot create smaller models that are as accurate as the massive
models available today.
D. Toxicity and bias can cause harm at scale.

2. Which of the following is an example of Salesforce's trusted

approach to AI?

A. Hire robots to build privacy protections into products.

B. Rely on customers to red team models.
C. Scrape data off the web to train models.
D. Red-team models before release to identify and address vulnerabilities.

Learn About Einstein Bots

1. What is a chatbot?

A. A database that tracks words in and out

B. A robot that simulates people talking
C. An application that simulates human conversation
D. Software that records human conversations and plays them back
E. An application that creates dialog for machines

2. Which of the following are benefits of chatbots?

A. Case deflection, shorter wait times, and intelligent responses with NLU
B. Saved time for customers, the display of useful content, and more
efficient distribution processes
C. Intelligent responses, quickly created cases, and use of stored data
D. Reduced wait times, efficient service issue queues, and use of NUL
E. Case deflection, intelligent agents, and scripted conversations

Plan Your Bot Content

1. Which terms are important to know before you build your bot?

A. Intents, dialogs, integers, and entities

B. Dialogs, enters, intents, and variables
C. Variables, entities, intents, and didgeridoos
D. Entities, intents, variants, and dialogs
E. Variables, dialogs, dialog intents, and entities

2. When planning your bot content, which topics are important to

focus on in your planning questions?
A. Context, personality, and conversation design
B. Design, names, and greetings
C. Industry, adjectives, and attitude
D. Personality, farewells, and menu options
E. Location, conversation, and voice and tone

Learn the Prerequisites and Enable Einstein Bots

1. Which license do you need to set up bots?

A. Chatbots
B. Embedded Service
C. Chatter
D. Service Cloud
E. Chat

2. How do you enable Einstein Bots?

A. Click the toggle on the Einstein Bots setup page.

B. Click New Bot.
C. Obtain an Einstein Bots license.
D. Launch a new bot from Flow Builder.
E. Select Chatbot User on the User profile.

Meet Einstein Discovery

1. How do you provide Einstein Discovery with the data to analyze?

A. Link to a dashboard
B. Populate a spreadsheet
C. Populate a CRM Analytics dataset
D. Point to a CSV file

2. What does Einstein Discovery use to get predictions and

improvements?

A. Insights
B. Model
C. Dashboard
D. Crystal ball

Get to Know Einstein Discovery

1. Einstein Discovery addresses which kind of use case?

A. Binary outcomes
B. Predetermined outcomes
C. Unrealistic outcomes
D. Numeric outcomes
E. A and D

2. What’s the first step you take to implement an Einstein

Discovery solution?

A. Create a model.
B. Prepare your data.
C. Decide which business outcome (KPI) to improve.
D. Explore insights.

Build Your CRM Analytics Dataset

1. What’s an important consideration when preparing data for

Einstein Discovery to analyze?

A. The data is fresh and recent.

B. There’s lots and lots of data.
C. The data contains the business outcome you’re trying to improve,
together with relevant columns that explain and influence that outcome.
D. It’s comprehensive and includes every column you can think of.

2. To build a predictive model, what’s the minimum number of rows

of data (with outcome values) that Einstein needs?

A. 50
B. 400
C. 7,000
D. 20 million

Create a Model

1. What input does Einstein Discovery need to create a model?

A. Business outcome to analyze

B. Python
C. Dataset
D. A and C
E. B and C

2. What types of insights does Einstein Discovery produce?

A. Generative
B. Predictive
C. Social
D. All of the above
Evaluate a Model

1. What inputs does a model accept to generate predictions?

A. Outcome variables
B. Random seeds
C. Predictor variables
D. What-if entries

2. How do model performance metrics help you?

A. Model performance metrics show you how fast your model generates
predictions.
B. Model performance metrics show you how well your model performs on
your training data.
C. Model performance metrics help you decide whether to deploy your
model.
D. Model metrics reveal how sophisticated your model is.
E. B and C

Explore Insights Into Your Data

1. What kind of insight shows you why something happened?

A Comparative
B. Diagnostic
C. Descriptive
D. Corroborative

2. What does red in a waterfall chart indicate?

A. It’s a warning to get your attention.

B. It’s a negative number (less than zero).
C. It’s something you can ignore.
D. It means something might worsen the outcome.
Deploy a Model

1. How are prediction definitions and models related?

A. There is a 1:1 relationship.

B. There are one or more prediction definitions per model.
C. There are one or more models per prediction definition.
D. Models use prediction definitions to calculate predictions.

2. What are the main elements of the model lifecycle?

A. Build, Analyze, Deploy, Disable

B. Train, Modify, Deploy, Review
C. Create, Execute, Predict, Retune
D. Train, Evaluate, Deploy, Monitor

Predict and Improve Outcomes

1. What can you configure on the Einstein Predictions panel?

A. Predictions and improvements settings

B. Machine learning settings
C. Model threshold settings
D. Live performance monitoring

2. How can you get Einstein Discovery predictions back in a CRM

Analytics dataset?

A. Lightning record pages

B. Data Prep recipes
C. Experience Cloud sites pages
D. Dataflows
E. B and D

Use Einstein Discovery to Detect and Prevent Bias in Models

1. What is disparate impact?

A. Treating various social groups differently

B. Attributes in your dataset that might indicate unfair treatment toward a
particular group
C. Intentionally discriminatory hiring practices
D. A type of data analysis
2. Why are model cards useful?

A. They show statistical data around the training data.

B. They promote transparency about a model's intended use and limitations.
C. You can swap them with your colleagues.
D. They display disparate impact information.

Discover New Report Insights

1. What do you select before running an analysis?

A. The factor that most influences the outcome

B. The report column that contributes most to the bottom line
C. The report column you want to analyze
D. The report column that you would most likely overlook in your analysis

2. What does the correlation percentage represent?

A. How likely the column influences the outcome

B. The strength of a column’s relationship to the analytical goal
C. The percentage of total values in the report
D. The weighted average of the values in that column

Get to Know Einstein Prediction Service

1. Which definition best describes a prediction?

A. A known outcome based on an in-depth statistical analysis of the data

B. A random guess that is at least better than no guess at all
C. A derived value that represents a possible future outcome based on an
understanding of past outcomes plus predictor variables
D. A reliable approximation of a given outcome when all the conditions are
right

2. Which definition best describes an improvement?

A. A prediction that results in a better outcome

B. A suggested action that, if taken, results in a more desirable predicted
outcome
C. A prediction that enhances the business process that produces the
outcome
D. A suggested action that, if taken, guarantees a better outcome

Set Up Predictions in Salesforce

1. What is the minimum number of rows you need to train a model
for predictions and improvements?

A. 400 rows
B. 10,000 rows
C. 400 rows with outcome values
D. 50 rows with outcome values

2. How do you define the outcome that the model uses for
predictions?

A. During model setup, specify a prediction field for automated writeback.

B. During deployment, specify the prediction name.
C. During model setup, specify the goal.
D. During deployment, specify segmentation filters.

Get Predictions with REST Requests

1. What is the purpose of configuring a connected app?

A. Manage live connections from REST clients

B. Manage authentication for REST API requests
C. Stream responses in markup language for better readability
D. Track usage statistics

2. How do you get the access token needed to gain access to

Einstein Prediction Service APIs?

A. From the Consumer Key in the Managed App

B. From the Model Manager
C. From an initial authentication POST request
D. From your Salesforce admin

Explore Ethical Use Principles and Best Practices in Personalization

1. Which attribute should you avoid using to reduce unintended

bias when creating personalized experiences?

A. Customer intent
B. Browse behavior
C. Birth month
D. Zip code
2. True or false: Customers are more likely to share information
when there is a clear exchange of value.

A. True
B. False

Strike the Right Balance with Cross-Channel Behavioral Messaging

1. To align with ethical personalization best practices, consider

sending emails that are:

A. Relevant
B. Bland
C. Timely
D. A and B
E. A and C

2. Which technique would you apply to the following scenario:

Customers complaining of receiving too many messages.

A. Audience Targeting
B. Respect Preferences
C. Frequency Capping
D. Price Drop

Explore Human-Centered Design

1. What criteria does Relationship Design add to the HCD

requirements of desirability, feasibility, and viability?

A. Credibility, relatability, emotionality

B. Collectivity, community, ambiguity
C. Intimacy, productivity, empathy
D. Inclusive, sustainable, ethical
E. Clarity, unity, intellect

2. What are the goals of Relationship Design?

A. Considering shareholders
B. Designing for long-term use of a product
C.Encouraging social connection, engagement, and values
D. Asking your friends for feedback
E. Selecting the best seats at the movies

Improve Relationships Using Design

1. How can you use design to strengthen relationships with

customers?

A. Convince your customer to buy your product.

B. Listen to your customer’s needs and challenges when creating solutions.
C. Tell them why your product is the best.
D. Offer free giveaways for new products.
E. Explain why their problem isn’t your company’s fault.

2. What’s one tool a business can use to strengthen employee

relationships?

A. Swag
B. Social media
C. Digital bulletin boards
D. Journey Mapping
E. Team website

Embrace the Relationship Design Mindsets

1. How do the Relationship Design mindsets improve your work?

A. You connect with family and friends to stay relaxed.

B. You create customer advocates and develop business sponsors.
C. You activate the potential of relationships to make your business
stronger.
D. You rewrite your company’s values to influence other businesses.
E. You design and deliver products faster.

2. Which mindset involves being vulnerable, recognizing our

mistakes, and repairing our relationships?
A. Empathy
B. Courage
C. Intention
D. Compassion
E. Trust

Define Ethics By Design

1. Which is an accurate definition of Ethics by Design?

A. An effort to design cross-functional ethics training programs for

employees
B. The award-winning film by a controversial artist from a faraway place
C. An infographic reminding you of the important value of ethics at
Salesforce
D. The incorporation of ethical principles into the process of designing,
building, and shipping software and services

2. True or false: Recognizing ethical risks during product design,

development, and delivery is an important step in an Ethics by
Design approach.

A. True
B. False

Meet the Office of Ethical and Humane Use of Technology

1. What does the Office of Ethical and Humane Use focus on?

A. Understanding the direct impacts of our products on the world

B. Embedding ethics into product design, development, and delivery
C. Creating an office of ethics in each region of the globe
D. A and B
E. B and C

2. Which of the following are ethical differentiators?

A. A focus on building trusted AI

B. Regular lunch-and-learns on ways to incorporate corporate social
responsibility
C. Responsible tech development during times of crisis
D. A and B
E. A and C

Incorporate Ethics by Design Concepts

1. Which of the following apply to Consequence Scanning

workshops?

A. It purposefully inserts friction into the product development process.

B. It aims to mitigate negative or unintended consequences and identify
opportunities for impact.
C. It offers an innovative scanner technology through the use of AI and
crises management software.
D. A and B
E. B and C

2. How does Consequence Scanning help teams get started in

Ethics by Design work?

A. It gives them a reason to outline their plan and deadlines.

B. It prompts them to think beyond immediate impact to consider how
communities might be affected.
C. It helps them think through a more Waterfall versus Agile approach to
project management.
D. It enables them to talk and brainstorm freely, without the pressure of
taking notes or clarifying suggestions.

Explore Inclusive Design

1. Which of the following is true about inclusive design?

A. Inclusive design is the same as universal design.

B. Inclusive design means creating a diversity of ways for people to
participate.
C. It’s important to learn from exclusion experts during the inclusive design
process.
D. B and C
E. A and B

2. What are three inclusive design principles?

A. Recognize inclusion; ignore diversity; one size fits all.

B. Recognize exclusion; learn from diversity; solve for one, extend to many.
C. Recognize diversity; learn from experts; focus on one person.
D. Recognize imperfection; learn from diversity; one size fits one.

Interrupt the Cycle of Exclusion

1. What’s the key difference between the shut-in-shut-out model of

exclusion and the cycle of exclusion?

A. The shut-in-shut-out model is the best way to approach inclusion.

B. The shut-in-shut-out model of exclusion is a fixed approach.
C. The cycle of exclusion is always in motion and exclusion can happen at
any point in the cycle.
D. B and C
E. A and C

2. How can the five elements of the cycle of exclusion help during
the design process?

A. The five elements help you find your center, so that you can design from
a wholesome perspective.
B. The five elements are questions you can ask during the design process to
help identify potential mismatches and exclusion habits.
C. The five elements have to be addressed at the same time.
D. The five elements help you, so you can be on autopilot during the design
process.
Redefine Inclusive Designers

1. A successful inclusive designer practices skills such as?

A. Identifying ability biases and mismatched interactions between people
and the world.
B. Creating a diversity of ways to participate in an experience.
C. Designing the best way to use a product.
D. A and B
E. A and C

2. What’s the difference between the social definition and medical

definition of disability?

A. The social definition means that people talk more.

B.The social definition recognizes that disability is about mismatches
between the features of a person’s body and the world around them.
C. The medical model of disability describes disability as the result of a
physiological or cognitive difference.
D. B and C

Shift to Product Inclusion

1. What is one of the benefits of working with exclusion experts

instead of designing for them?

A. People don’t know what they want, so you have to design for them.
B. You get more insights from exclusion experts who can help you create a
better product or solution.
C. You get less input from the community.
D. You have less research to do.

2. What are ways the persona spectrum informs the design

process?

A. The persona spectrum helps designers identify those who experience the
most mismatches and the human motivations behind product interactions.
B. The persona spectrum is a way to identify the average user.
C. The persona spectrum covers physical, cognitive, emotional, and societal
dimensions of humans.
D. A and C
E. B and C

Design for Our Future Selves

1. What are some reasons you can cite to build a business case for
inclusion?

A. Inclusion leads to high costs, and therefore isn’t worth it.

B. Inclusion can lead to innovation and differentiation.
C. Inclusive products appeal to a broad market and help increase customer
engagement.
D. B and C
E. A and C

2. What is a way for leadership to support inclusion?

A. Leaders should set the expectation that inclusion is a long game.

B. Leaders should tell the truth about where the company stands with
inclusion.
C. Leaders shouldn't reward inclusive practices.
D. A and B
E. B
Cert Prep: Salesforce AI Associate - Knowledge Check

1. Which AI type plays a crucial role in Salesforce’s predictive text

and speech recognition capabilities, enabling the platform to
understand and respond to user commands accurately?

A. Computer Vision
B.Natural Language Processing (NLP)
C. Predictive Analytics

2. Which feature of Marketing cloud Einstein uses AI to predict

consumer engagement with email and MobilePush messaging?

A. Content Selection
B. Email Recommendations
C. Engagement Scoring

3. What is a unique and distinguishing feature of deep learning in

the context of AI capabilities?
A. Deep learning uses neural networks with multiple layers to learn from a
large amount of data
B. Deep learning uses historical data to predict future outcomes
C. Deep learning uses algorithms to cleanse and prepare data for AI
Implementations

4. A Salesforce consultant is discussing AI capabilities with a

customer who is interested in improving their sales processes.
Which type of AI would be most suitable for enhancing sales
processes in Salesforce Customer 360?

A. Predictive AI
B. Computer Vision
C. Natural Language Processing (NLP)

5. What are the three main types of AI capabilities in Salesforce?

A. Predictive, Generative, Analytic

B. Predictive, Reactive, Analytic
C. Generative, Descriptive, Analytic

6. Which Salesforce AI application is recommended to enhance

sales processes?

A. Einstein Prediction Builder

B. Einstein Voice
C. Einstein Lead Scoring

7. What is the key benefit of implementing AI in CRM System?

A. Enhance customer support

B. Improved platform speed
Reduce data governance

8. Cloud Kicks is implementing AI in its CRM system and is focusing

on data management. What is the benefit of using a data
management approach in AI implementation?

A. Eliminates the need for data governance

B. REduces the amount of data in the CRM system
C. Emphasizes the importance of data quality

9. A consultant discusses the role of humans in AI-driven CRM

processes with a customer. What is one challenge the consultant
should mention about human-AI collaboration in decision-making?
A. Difficulty in interpreting AI decisions
B. High cost of AI implementation
C. Lack of technical skills in the team

10. Cloud Kicks wants to implement Salesforce’s AI features. They

are concerned about potential ethical and privacy challenges. What
should be recommended to minimize potential AI bias?

A. Salesforce’s Trusted AI Principles

B. Demographic data to identify minority groups
C. AI models that autocorrect biased data

11. A consultant designs a new AI model for a financial services

company that offers personal loans. Which variable within their
proposed model might introduce unintended bias?

A. Loan Date
B. Postal Code
C. Payment Due Date

12. Cloud Kicks is planning to automate its customer service chat

using natural language processing. According to Salesforce’s
trusted AI principles, how should this be disclosed to the customer?

A. They do not need to be informed they are chatting with AI

B. Inform the customer that they are chatting with AI when they request a
live agent
C. Inform them at the beginning of their interaction that they are chatting
with AI.

13. Cloud Kicks wants to implement AI features within its CRM

system. They have expressed concerns about data quality of their
existing data. What advice should be given to them regarding the
importance of data quality for AI implementations?

A. Assessing data quality is only necessary for large datasets

B. AI systems can handle any data inaccuracies
C. Assessing and improving data quality is crucial for accurate AI predictions
and insights

14. What role does data play in AI models?

A. Data is used for training and testing AI models

B. Data is only used for validating AI models
C. Data is only used for testing AI models
15. Which data quality dimension refers to the frequency and
timeliness of data updates?

A. Data Sources
B. Data Freshness
C. Data Leakage

16. A Salesforce Consultant is considering the data sets to use for

training AI models for a project on the Customer 360 platform.
What should be considered when selecting the data sets for the AI
models?

A. Duplication, accuracy, consistency, storage location and usage of data

sets
B. Age, completeness, consistency, theme, duplication, and usage of the
data sets
C. Age, completeness, accuracy, consistency, duplication, and usage of the
data sets