AI Associate Practice Test 35 — 15 Questions

Question 1

A company is building an Einstein Bot that needs to handle customer inquiries and escalate to a human agent when necessary. The bot must also analyze conversations to improve its performance. Which THREE capabilities should they configure? (Choose 3)

Choose an answer to begin — your selection is scored in the full session.

Accepted Answer

Intents and entities to understand customer requests. To handle inquiries, the bot needs intents/entities for understanding. For escalation, it needs handoff settings. For analysis, bot analytics provides insights.

Answer

Einstein Case Classification to categorize conversations

Answer

Einstein Discovery to analyze bot logs

Question 2

A sales operations manager wants to use Einstein Lead Scoring to prioritize leads. They have historical data showing that leads from a certain postal code have a low conversion rate. However, they suspect the low conversion is due to a past marketing campaign that was poorly targeted, not the demographics of that area. What is the BEST way to ensure the AI model does not unfairly penalize leads from that postal code?

Accepted Answer

Audit the model for disparate impact on that postal code and retrain with updated labels that reflect the true conversion potential. Bias in historical data can lead to unfair predictions. The best approach is to audit the model for bias and retrain with corrected labels or additional features that capture the true drivers of conversion, rather than simply omitting the feature or adjusting scores manually.

Answer

Manually increase the lead scores for all leads from that postal code

Answer

Remove the postal code field from the model training data entirely

Answer

Use the model as-is because Salesforce AI is certified to be fair

Question 3

A sales manager wants to see how AI-predicted forecast amounts compare to sales reps' committed amounts. Which feature provides this comparison?

Accepted Answer

Einstein Forecasting. Einstein Forecasting is the correct feature because it directly compares AI-predicted forecast amounts against sales reps' committed amounts. This allows sales managers to see discrepancies between the AI's data-driven predictions and the reps' manual commitments, enabling more accurate pipeline management.

Answer

Einstein Discovery

Answer

Einstein Lead Scoring

Answer

Einstein Opportunity Scoring

Question 4

A sales operations team wants to improve forecast accuracy by using AI. They currently use manual rollups. Which TWO Einstein features can help achieve this?

Accepted Answer

Einstein Forecasting. Einstein Forecasting provides AI-enhanced predictions, and Einstein Opportunity Scoring scores individual opportunities to inform forecasts.

Answer

Einstein Activity Capture

Answer

Einstein Discovery

Answer

Einstein Lead Scoring

Question 5

A Salesforce admin is creating an Agentforce agent in Agent Builder to handle order status inquiries. The agent needs to look up order data from a custom object 'Order__c' and respond with the status. Which THREE components must the admin configure in Agent Builder?

Accepted Answer

Prompt instructions that tell the agent how to respond. Topics group related conversations, actions perform data operations, and prompt instructions guide the agent's behavior. Intents are for Einstein Bots, not Agent Builder. Flows are used within actions, but the action itself is required.

Answer

Intents and entities for natural language understanding

Answer

A Flow to route the conversation to a human agent

Question 6

A company wants to use Agentforce to create an autonomous agent that can handle order cancellations. Which TWO components are required when building the agent in Agent Builder?

Accepted Answer

Actions. Actions (D) are required in Agent Builder because they define the specific tasks the agent can perform, such as invoking an Apex class, a Flow, or an external API to process an order cancellation. Topics (E) are required because they group related user intents and map them to the appropriate actions, enabling the agent to understand and route cancellation requests correctly.

Answer

Flows

Answer

Intents

Answer

Prompts

Question 7

What is the primary difference between narrow AI and general AI?

Accepted Answer

Narrow AI is designed for a specific task, while general AI can understand and reason across a wide range of tasks. Narrow AI excels at specific tasks, while general AI would possess human-like cognitive abilities across many domains. General AI does not yet exist. The other options confuse definitions.

Answer

Narrow AI is rule-based, while general AI uses machine learning

Answer

Narrow AI requires labeled data, while general AI can learn without data

Answer

Narrow AI can perform any intellectual task, while general AI is limited to one task

Question 8

Which Einstein feature uses generative AI to help sales reps compose personalized emails directly in Salesforce?

Accepted Answer

Sales GPT. Sales GPT includes email generation capabilities for sales reps.

Answer

Einstein Copilot

Answer

Einstein Service GPT

Answer

Einstein Bots

Question 9

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 10

A company wants to use generative AI to draft personalized sales emails based on opportunity data and standard templates. Which Salesforce feature should they use?

Accepted Answer

Sales GPT. Sales GPT in Einstein GPT provides email generation for sales, leveraging opportunity data and templates.

Answer

Einstein Copilot

Answer

Prompt Builder

Answer

Service GPT

Question 11

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 12

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 13

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 14

A data analyst wants to create an automatic statistical analysis of sales data that includes waterfall charts and improvement suggestions. Which feature provides these capabilities?

Accepted Answer

Einstein Discovery. Einstein Discovery provides automated statistical analysis with stories, waterfall charts, and improvement suggestions.

Answer

Einstein GPT

Answer

Einstein Prediction Builder

Answer

Einstein Analytics

Question 15

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