AI Associate Practice Test 2 — 25 Questions

Question 1

An organization uses Einstein Conversation Insights to analyze sales call recordings. They want to automatically capture next steps discussed during calls and log them as tasks in Salesforce. Which feature should they use?

Accepted Answer

Einstein Conversation Insights. Einstein Conversation Insights can capture next steps from call recordings and create tasks automatically. The other options are not designed for extracting action items from audio.

Answer

Einstein Email Insights

Answer

Einstein Activity Capture

Answer

Einstein Prediction Builder

Question 2

A customer service team wants to automatically log all Outlook emails to Salesforce. They have enabled Einstein Activity Capture. However, some emails from a specific external domain are not being captured. What is the most likely cause?

Accepted Answer

The external domain has been added to the Excluded Email Domains list in Activity Capture settings.. Einstein Activity Capture allows admins to configure excluded email addresses or domains. If a domain is excluded, emails from that domain will not be captured. Other options like permissions or field mapping would affect all emails, not just a specific domain.

Answer

The email's subject line contains special characters.

Answer

The users have not installed the Einstein Activity Capture Outlook add-in.

Answer

The email addresses are not in Salesforce as Contacts or Leads.

Question 3

A Salesforce admin wants to use Einstein GPT to automatically generate a meeting follow-up email after a sales rep closes a meeting record in Salesforce. They want the email to include the meeting summary, key action items, and next steps. Which combination of features should they use?

Accepted Answer

Prompt Builder with a Sales Email template and Einstein Activity Capture. Prompt Builder can create a Sales Email prompt template that pulls data from the meeting record. Einstein Activity Capture can log the meeting, but generation is done via Prompt Builder. Einstein Bots and Discovery are not relevant.

Answer

Einstein Discovery and Prompt Builder

Answer

Einstein Conversation Insights and Einstein GPT for Sales

Answer

Einstein Activity Capture and Einstein Bots

Question 4

A company wants to use generative AI to draft email replies to common customer inquiries in Service Cloud. The replies should be based on company-approved templates and knowledge articles. Which feature should they use?

Accepted Answer

Service GPT. Service GPT includes reply recommendations that generate drafts based on knowledge articles and approved templates, helping agents respond quickly and consistently.

Answer

Einstein Recommendation Builder

Answer

Einstein Copilot

Answer

Sales GPT

Question 5

A sales team wants to compare their own forecast amounts with an AI-generated prediction based on historical data and trends. Which Salesforce feature provides this comparison?

Accepted Answer

Einstein Forecasting. Einstein Forecasting provides AI-generated predictions that can be compared against reps' commit forecasts, helping identify risks and opportunities.

Answer

Einstein Opportunity Scoring

Answer

Einstein Lead Scoring

Answer

Einstein Prediction Builder

Question 6

A company wants to build a chatbot for their customer portal that can handle returns and refunds. They want the bot to understand phrases like 'I want to return my order' or 'refund request'. What must they configure in Einstein Bots to recognize these variations?

Accepted Answer

Define an intent named 'Return_Refund' and add training phrases like those examples. Intents represent the purpose of the user's input, and entities capture key details like order numbers. The bot uses NLP to match phrases to intents. Dialogues define the flow, and analytics track performance.

Answer

Enable the Einstein Bots API for external integrations

Answer

Create a dialogue flow that asks clarifying questions

Answer

Set up bot analytics to monitor user utterances

Question 7

A sales rep wants Einstein to automatically capture emails and calendar events to Salesforce without manual logging. Which feature enables this?

Accepted Answer

Einstein Activity Capture. Einstein Activity Capture automatically logs emails and events to Salesforce records based on sync settings.

Answer

Einstein Email Insights

Answer

Einstein Conversation Insights

Answer

Einstein GPT for Sales

Question 8

A nonprofit organization wants to automatically recommend relevant knowledge articles to service agents while they are working on a case. Which feature should they enable?

Accepted Answer

Einstein Article Recommendations. Einstein Article Recommendations is the correct feature because it specifically uses AI to analyze the context of a service case (such as subject, description, and product) and automatically surfaces relevant knowledge articles to the agent without requiring manual search. This directly matches the requirement of recommending articles while the agent works on a case.

Answer

Einstein Next Best Action

Answer

Einstein Recommendation Builder

Answer

Einstein Case Classification

Question 9

Which feature uses automated statistical analysis to identify key drivers in your data and generate natural language stories about the insights?

Accepted Answer

Einstein Discovery. Einstein Discovery is the correct answer because it is the Salesforce feature specifically designed to perform automated statistical analysis (using regression, classification, and clustering algorithms) on your data to identify key drivers and patterns, then automatically generate natural language narratives that explain those insights in plain English. This combines machine learning with automated insight communication, which directly matches the question's description.

Answer

Einstein Prediction Builder

Answer

Einstein Conversation Insights

Answer

Einstein Next Best Action

Question 10

A company uses Einstein Bots in Service Cloud. They want the bot to understand when a customer types 'I want to return a product' and route them appropriately. What must the admin configure first?

Accepted Answer

Define an intent named 'Return Product' with sample phrases. Option C is correct because Einstein Bots use Natural Language Understanding (NLU) to interpret customer intents. Defining an intent named 'Return Product' with sample phrases trains the bot to recognize variations of that request and route the conversation accordingly. Without an intent, the bot cannot understand the customer's goal.

Answer

Create a dialogue flow with a menu of options

Answer

Enable Einstein Bots API for external integration

Answer

Configure a handoff rule to a human agent for all queries

Question 11

An admin wants to create a custom AI model that predicts whether a support case will be escalated (Yes/No) based on historical cases. The training data includes fields like Subject, Description, Account Tier, and Product Family. Which Einstein feature should they use?

Accepted Answer

Einstein Prediction Builder. Einstein Prediction Builder allows creating custom binary prediction models from Salesforce data. It supports selecting prediction field, dataset, and features. The other features do not enable custom model creation.

Answer

Einstein Next Best Action

Answer

Einstein Case Classification

Answer

Einstein Discovery

Question 12

An administrator is configuring Einstein Bots and needs the bot to understand when a customer says 'I want to return a product' and route them accordingly. What must be created to map this phrase to a specific bot action?

Accepted Answer

An intent named 'ReturnProduct' and associated training phrases. Intents represent the purpose of a user input (e.g., 'ReturnProduct'), and entities capture specifics like product name. The bot uses NLP to match intents.

Answer

A new object to store return requests

Answer

A dialogue flow with condition nodes

Answer

A custom entity for 'return'

Question 13

An admin is setting up Einstein in a new Salesforce org. They need to automatically log emails from Gmail and analyze sales call recordings. Which TWO features should they enable? (Choose 2)

Accepted Answer

Einstein Conversation Insights. Einstein Activity Capture logs emails from Gmail/Outlook. Einstein Conversation Insights analyzes call recordings. Together they meet both requirements.

Answer

Einstein Lead Scoring

Answer

Einstein Case Classification

Answer

Einstein Email Insights

Question 14

A company uses Einstein Forecasting and notices that the AI forecast is consistently lower than the rep commit for the same period. The sales director wants to rely on the more accurate prediction. What should they do?

Accepted Answer

Use the AI forecast as the primary forecast after reviewing its accuracy against past periods. Option D is correct because the recommended approach is to validate the AI forecast's accuracy by comparing it against historical actuals before adopting it as the primary forecast. Einstein Forecasting uses machine learning to analyze historical data and trends, and if it consistently underperforms rep commits, the sales director should first verify its accuracy over past periods to ensure it is reliable. This aligns with best practices for AI-driven forecasting, where trust is built through evidence rather than manual overrides or disabling human input.

Answer

Disable rep commit entries to force reliance on AI forecast

Answer

Retrain the Einstein Forecasting model with manual adjustments

Answer

Override the AI forecast with the rep commit values in the forecast grid

Question 15

A company wants to use generative AI to assist sales reps with writing call summaries and follow-up emails. Which TWO Salesforce Einstein features can be used together to achieve this? (Choose 2)

Accepted Answer

Sales GPT. Sales GPT includes call summaries and email generation. Prompt Builder allows creating custom prompt templates to tailor the output. Together they enable the desired functionality.

Answer

Einstein Prediction Builder

Answer

Service GPT

Answer

Einstein Copilot

Question 16

A company wants to use Einstein Prediction Builder to predict whether a support case will be escalated within the first 24 hours. Which field should be selected as the prediction field?

Accepted Answer

A checkbox field named 'Escalated within 24 hours'. Option C is correct because Einstein Prediction Builder requires the prediction field to be a binary outcome (e.g., true/false, yes/no) that the model will learn to predict. A checkbox field named 'Escalated within 24 hours' directly represents the binary target (checked = escalated, unchecked = not escalated) needed for supervised classification.

Answer

A date field for the escalation date

Answer

A text field with case escalation notes

Answer

A numeric field representing escalation time in hours

Question 17

An admin is configuring Einstein Bots for a service center. They want the bot to understand when a customer says 'I want to return my order' and route to a return flow. What must the admin create to enable this understanding?

Accepted Answer

A new intent with training phrases such as 'I want to return my order'. In Einstein Bots, intents represent the customer's goal (e.g., 'Return Order'), and entities capture details (e.g., order number). The admin must create an intent with training phrases like 'I want to return my order' so the NLP model recognizes it. Actions are separate from intent definition.

Answer

A new action in Bot Builder

Answer

A new dialogue flow linked to a 'Return Order' topic

Answer

A new entity for 'return order'

Question 18

A company wants to use Einstein Conversation Insights to analyze sales call recordings. Which TWO capabilities does this feature provide?

Accepted Answer

Keyword tracking and trend analysis. Einstein Conversation Insights analyzes call recordings for keyword tracking, talk-time metrics (speaker speed, interruptions), and next step capture. It does not provide real-time transcription (it's post-call) or email analysis.

Answer

Automatic email logging

Answer

Real-time transcription of calls

Answer

Sentiment analysis of customer emails

Question 19

An administrator is setting up Einstein Forecasting. Which TWO statements accurately describe this feature?

Accepted Answer

It generates AI-based predictions that complement manager rollups.. Option B is correct because Einstein Forecasting uses AI to generate predictive forecasts that complement manager rollups, providing a data-driven baseline that managers can adjust rather than replace. This allows organizations to combine human judgment with machine learning insights for more accurate sales forecasting.

Answer

It only works for products with sufficient sales history.

Answer

It automatically adjusts rep commitments based on historical data.

Answer

It requires a separate Einstein Forecasting license per user.

Question 20

A company is using Einstein Discovery to improve customer retention. The data scientist wants to understand the key drivers of churn and receive actionable recommendations. Which THREE capabilities of Einstein Discovery support this goal?

Accepted Answer

Improvement suggestions. Einstein Discovery provides automated statistical analysis to identify key drivers, waterfall charts to show how factors combine to influence outcomes, and improvement suggestions for actions. Stories are an output, but 'story creation' is a feature; 'improvement suggestions' is listed explicitly in the domain; 'operational prescriptions' are similar to improvement suggestions but the term 'improvement suggestions' is more specific to Einstein Discovery. The correct three are: automated statistical analysis (identifies key drivers), waterfall charts (visualize contribution of factors), and improvement suggestions (recommend actions). Story creation is more about narrative summary; operational prescriptions are part of Einstein Discovery but typically refer to prescriptions that can be operationalized; however, improvement suggestions is the standard term.

Answer

Chatbot integration

Answer

Story creation