AI Capabilities in CRM

A sales rep wants to use Einstein Activity Capture to automatically log emails and meetings. Which prerequisite must be met?

A company uses Einstein Lead Scoring and finds that leads with high scores are not converting. What should the admin do to improve prediction accuracy?

A company wants to use Einstein Bots to handle common customer service inquiries. Which feature should be enabled to allow the bot to escalate to a live agent when it cannot resolve the issue?

Which TWO actions can be performed using Einstein Activity Capture?

A sales manager wants to automatically prioritize leads based on their likelihood to convert. Which Einstein feature should be used?

A company uses Salesforce and wants to provide automated chat responses for common customer inquiries. Which Einstein feature should be configured?

A service manager wants to automatically categorize incoming support cases based on the customer's description. Which Einstein feature should be used?

A company wants to use AI to automatically recommend the best next action for service agents during a live chat with a customer. Which Einstein feature should be enabled?

An admin is setting up Einstein Bot for a customer service chat. The bot needs to collect the customer's account number before transferring to a human agent. What should the admin configure?

Which TWO features are part of Einstein AI capabilities in Salesforce Sales Cloud?

Which THREE are requirements for enabling Einstein features in a Salesforce org?

Which TWO are best practices when implementing Einstein Recommendation Builder?

Refer to the exhibit. A Salesforce admin sees this error when trying to enable Einstein Lead Scoring. What should the admin do to resolve the issue?

A sales rep wants to generate personalized email drafts for leads using AI. Which feature should the admin enable?

A marketing manager wants to prioritize leads with the highest likelihood of conversion. Which Einstein feature should they use?

A service team uses Einstein Discovery to analyze customer churn. The story shows 'Average Resolution Time' is a key driver. What is the best action?

A company wants an AI chatbot that can handle customer inquiries about order status. Which tool should be configured?

To identify common customer issues from chat transcripts using AI, which feature should be used?

A legal firm wants to automate contract clause generation using AI with preapproved language. Which approach should they use?

To recommend the most relevant action for a service agent during a call, which feature should be used?

A company has a custom AI model for sentiment analysis and wants to use it in Salesforce without rebuilding. Which approach should they take?

Which TWO of the following are limitations of Einstein GPT? (Choose two.)

Which TWO are best practices when implementing Einstein Bots? (Choose two.)

Which THREE of the following are Einstein features available for Sales Cloud? (Choose three.)

Refer to the exhibit. An admin built a prediction model for case closure within 24 hours. The model accuracy is 72% with 500 training records. Which change would most likely improve accuracy?

A retail company wants to increase average order value by showing personalized product recommendations on their website. They currently use Salesforce Commerce Cloud and have Einstein Recommendations enabled. However, they notice that recommendations are not reflecting recent customer interactions, such as items added to cart but not purchased. What should the administrator do to improve recommendation relevance?

Which TWO statements are true about Einstein Prediction Builder in Salesforce? (Choose two.)

A financial services company uses Salesforce Service Cloud with Einstein Bots to handle account balance inquiries. The bot currently uses a standard intent 'CheckBalance' which recognizes phrases like 'What is my balance?' and 'Show my account balance.' The company wants to expand the bot to also answer questions about recent transactions, such as 'What were my last five deposits?' and 'Show my recent withdrawals.' The system administrator has added a new intent called 'RecentTransactions' and mapped it to a new flow. However, during testing, the bot often misclassifies 'CheckBalance' requests as 'RecentTransactions' when the user mentions a specific amount or date. Which action should the administrator take to resolve this misclassification?

A nonprofit organization uses Salesforce Nonprofit Cloud with Einstein Discovery to analyze donation patterns. They have activated a story that predicts which donors are most likely to churn (stop donating) in the next three months. The story shows a top influence called 'DonationFrequency' with a negative correlation: donors who donate less than once per quarter are 40% more likely to churn. The director of development wants to use this insight to create a retention campaign. However, the story also includes a field called 'LastDonationAmount' which has a small positive influence. The development team wants to ensure the predictions are actionable. What should the administrator do to maximize the effectiveness of the Einstein Discovery story for this retention campaign?

A service manager wants Einstein Case Classification to automatically assign a priority to each new case based on its subject and description. The org currently uses a single case record type. Which action must the manager take first to enable the predictive model?

A marketing manager wants Einstein Engagement Scoring to identify which customers are most likely to engage with a new email campaign. The org uses Marketing Cloud and has connected its data sources. The manager notices that the Engagement Score is not available for a subset of contacts. Which factor most likely explains the missing scores?

A sales operations analyst needs to give account executives a prioritized list of accounts to focus on this quarter based on historical patterns. Which Salesforce feature should the analyst enable to surface these predictive account insights directly on the account record?

A service manager wants to automatically route incoming cases to the correct queue based on the case description, using AI to classify the case. Which Salesforce feature should they configure?

A customer service manager wants to automatically detect the sentiment of incoming case descriptions and escalate negative cases to senior agents. Which Salesforce Einstein feature should the manager configure to achieve this?

A sales operations team wants to use AI to improve pipeline management. They need to identify which opportunities are at risk and which accounts are most likely to buy. Which two Salesforce Einstein features should they use? (Choose two.)

A marketing team wants to use AI to predict which customers are most likely to respond to a new email campaign. They have a large dataset in Salesforce and want to build a custom predictive model without writing code. Which Salesforce tool should they use?

A company wants to use Einstein Prediction Builder to predict customer churn. They have a custom object called Subscription__c with historical data. Which requirement must be met to create a prediction for churn?

A sales manager wants to use AI to improve the productivity of the sales team. Which two Salesforce Einstein capabilities can help sales reps prioritize their work and engage customers more effectively? (Choose two.)

A sales operations team wants to ensure that reps see a prioritized list of opportunities that are most likely to close, based on historical patterns in their Salesforce opportunity data. They have Einstein Opportunity Scoring enabled. Where should they surface these scores so reps can act on them directly within their daily workflow?

A Salesforce admin is setting up Einstein Lead Scoring and wants to ensure the model generates accurate predictions. Which action should the admin take to improve model accuracy?

A service manager is evaluating Einstein Case Classification to automatically route cases. Which two statements accurately describe how Einstein Case Classification works in Salesforce? (Choose two.)

A service agent is on a call with a customer. The agent wants to see relevant knowledge articles automatically suggested based on the case subject and description. Which Einstein feature should be enabled?

A marketing team wants to use Salesforce's AI to analyze customer data and predict which customers are likely to churn. They want to understand the factors that influence the prediction so they can take proactive retention actions. Which Einstein feature should they use?

A Salesforce admin is setting up Einstein Lead Scoring. The org has 50,000 leads, but only 2,000 have been converted, and of those, many have missing values in key fields like Industry and Lead Source. The admin wants to improve the model's predictive accuracy. What should the admin do first?

A company wants to use AI to automatically suggest the next best action for sales reps during an opportunity, based on the opportunity's stage, amount, and recent activity. They want the recommendations to appear directly on the opportunity record. Which Salesforce feature should they implement?