AI Associate AI Capabilities in CRM — 15 Questions

Question 1

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?

Accepted Answer

Omni-Channel Flow. Omni-Channel Flow routes work to agents, allowing the bot to escalate unresolved inquiries to a live agent. Option A is incorrect because Einstein Case Classification categorizes cases, not escalates. Option B is incorrect because Einstein Reply Recommendations suggests responses, not escalation. Option D is incorrect because Einstein Article Recommendations suggests knowledge articles, not escalation.

Answer

Einstein Case Classification

Answer

Einstein Reply Recommendations

Answer

Einstein Article Recommendations

Question 2

A company uses Einstein Prediction Builder to predict whether a lead will convert. The model's confidence score is low, and the admin wants to improve accuracy. What is the most effective action?

Accepted Answer

Increase the amount of historical data for training. Increasing the amount of historical data provides more examples for the model to learn from, which improves accuracy. Option A is incorrect because averaging multiple models is not supported by Einstein Prediction Builder and does not improve the single model. Option B is incorrect because adding more custom fields may introduce noise and is not guaranteed to improve accuracy; relevance is key. Option D is incorrect because model retraining frequency is automatically managed by Einstein and cannot be manually increased to improve accuracy.

Answer

Create multiple prediction models and average their scores

Answer

Add more custom fields as predictor fields

Answer

Increase the frequency of model retraining

Question 3

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

Accepted Answer

Users must grant access to their email and calendar via OAuth. Einstein Activity Capture requires users to explicitly grant access to their email and calendar via OAuth (Option D). This OAuth-based authentication allows Salesforce to securely sync emails and meetings from the user's email provider (e.g., Gmail, Outlook) into Salesforce records. Without this explicit consent, the feature cannot access or log the user's activity data.

Answer

Chatter must be disabled for the organization

Answer

Sales Cloud Einstein licenses for all users

Answer

The feature is automatically enabled once email integration is configured

Question 4

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?

Accepted Answer

Retrain the model with more recent conversion data. Retraining the model with more recent conversion data allows the Einstein Lead Scoring model to adapt to changing patterns in lead behavior and conversion criteria. When high-scoring leads fail to convert, it indicates that the historical data used to train the model no longer reflects current conversion dynamics, so refreshing the training dataset improves prediction accuracy by aligning the model with recent outcomes.

Answer

Increase the scoring model's maximum score

Answer

Disable field-level security for scoring fields

Answer

Lower the lead conversion threshold

Question 5

An admin notices that Einstein Opportunity Scoring is not generating scores for new opportunities created in the past week. Which troubleshooting step should the admin take first?

Accepted Answer

Check that there are at least 50 won and 50 lost opportunities with populated fields. Einstein Opportunity Scoring requires a minimum of 50 won and 50 lost opportunities with populated fields to generate scores. Without this historical data, the model cannot learn patterns to score new opportunities. The admin should first verify this prerequisite before considering other steps.

Answer

Retrain the Opportunity Scoring model

Answer

Verify that users have the 'View Einstein Scores' permission

Answer

Wait 48 hours for the model to update

Question 6

Which TWO actions can be performed using Einstein Activity Capture?

Accepted Answer

Automatically log emails from Outlook or Gmail. Einstein Activity Capture is designed to automatically log user activities such as emails and meetings from connected email and calendar systems (Outlook, Gmail, Exchange) into Salesforce records. Option A is correct because the feature captures emails sent or received from these providers and logs them as EmailMessage records against the relevant contacts, leads, and opportunities without manual user intervention.

Answer

Update opportunity amounts based on email content

Answer

Create tasks from email attachments

Answer

Generate leads from email signatures

Question 7

Which THREE factors influence the prediction accuracy of Einstein Lead Scoring?

Accepted Answer

Historical conversion data of leads. Einstein Lead Scoring relies on historical conversion data to identify patterns that distinguish leads likely to convert. By analyzing past leads that converted, the model learns which attributes and behaviors correlate with successful outcomes, directly influencing prediction accuracy.

Answer

Custom formula fields on the lead object

Answer

Number of times a lead is viewed by sales reps

Question 8

An admin reviews the Einstein service configuration JSON. Based on the exhibit, which statement is true?

Accepted Answer

Opportunities will not have Einstein scores. The JSON exhibit shows that the Einstein Opportunity Scoring feature is disabled (the 'status' field is set to 'Disabled'), meaning opportunities will not have Einstein scores. This is determined by the configuration flag that controls whether Einstein scoring is active for opportunities in the org.

Answer

Lead scoring is disabled for the org

Answer

The lead scoring model retrains daily

Answer

The admin has not configured any scoring fields for leads

Question 9

A mid-size company uses Sales Cloud with Einstein Lead Scoring and Einstein Activity Capture. The sales team reports that lead scores are not updating for leads that have been engaged via email and calendar events over the past two weeks. The admin checks the Einstein Lead Scoring model and finds that the model status is 'Active' and was retrained last month. The admin also verifies that Einstein Activity Capture is enabled and syncing data correctly. However, the lead scores remain unchanged. Upon further investigation, the admin discovers that the leads were created before the Einstein Lead Scoring model was activated, and the model's training data includes only leads created after activation. The company has over 10,000 leads, but only 200 were created after activation. Historical conversion data for leads created before activation is not being used. What should the admin do to ensure lead scores reflect recent engagement?

Accepted Answer

Retrain the Einstein Lead Scoring model using all historical lead data, including pre-activation leads. Retraining the model with all historical lead data (including pre-activation leads) will include conversion patterns from a larger dataset, improving accuracy and enabling scores for older leads. Option A is wrong because field mapping alone does not cause scoring to update. Option B is wrong because Einstein Activity Capture is already syncing; the issue is with the model. Option C is wrong because the scoring fields are separate from activity tracking.

Answer

Map the email and event fields to the lead object so that the model can use them

Answer

Add the Activity Count field to the scoring fields list in the model configuration

Answer

Re-enable Einstein Activity Capture to resync all historical emails and events

Question 10

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

Accepted Answer

Einstein Lead Scoring. Einstein Lead Scoring is the correct feature because it uses predictive models to automatically rank leads based on their likelihood to convert, enabling the sales manager to prioritize follow-up efforts. It analyzes historical lead data and engagement patterns to assign a score, directly addressing the requirement for automated prioritization without manual rules.

Answer

Einstein Prediction Builder

Answer

Einstein Relationship Health

Answer

Einstein Activity Capture

Question 11

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

Accepted Answer

Einstein Bots. Einstein Bots is the correct feature because it enables automated chat responses for common customer inquiries using natural language processing (NLP) and predefined dialog flows. It integrates directly with Salesforce Chat to handle routine questions without human intervention, reducing response times and agent workload.

Answer

Einstein Sentiment

Answer

Einstein Case Routing

Answer

Einstein Recommender

Question 12

A Salesforce admin notices that Einstein Account Scoring is not generating scores for all accounts. Some accounts have no score even though they meet the data requirements. What is the most likely cause?

Accepted Answer

The org has fewer than 100 account records. Einstein Account Scoring requires a minimum of 100 account records to generate meaningful scores. If the org has fewer than 100 accounts, the model cannot establish a baseline for scoring, resulting in no scores for any account. This is a hard threshold enforced by the Einstein AI engine, not a configurable setting.

Answer

Einstein features are not enabled in the org

Answer

Users do not have the 'View Scores' permission

Answer

The accounts lack custom fields for scoring

Question 13

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

Accepted Answer

Einstein Case Classification. Einstein Case Classification uses machine learning to automatically categorize incoming support cases based on the customer's description, assigning them to predefined case fields (e.g., type, priority, product). This directly matches the requirement to automatically categorize cases from text, making it the correct choice.

Answer

Einstein Reply Recommendations

Answer

Einstein Bots

Answer

Einstein Article Recommendations

Question 14

A company wants to use Einstein to predict which customers are likely to churn in the next 30 days. Which type of prediction should be created in Einstein Prediction Builder?

Accepted Answer

Binary classification. Einstein Prediction Builder is designed for binary outcomes, such as whether a customer will churn (yes/no) within a specified time frame. A binary classification model predicts one of two possible labels, making it the correct choice for this churn prediction use case.

Answer

Numeric prediction

Answer

Multi-class classification

Answer

Regression

Question 15

A Salesforce admin has enabled Einstein Opportunity Scoring but notices that some opportunities are not being scored. The admin checks the data and finds that the opportunities have all required fields. What could be another reason for missing scores?

Accepted Answer

The org has fewer than 100 opportunities with activities. Einstein Opportunity Scoring requires a minimum of 100 opportunities with activities (e.g., emails, events, tasks) in the last 90 days to generate scores. Even if all required fields are present, the model needs sufficient historical data to calculate a predictive score. Option C correctly identifies this data volume threshold as the likely cause.

Answer

Opportunity team members have not been assigned

Answer

The org is on a Professional Edition

Answer

The opportunities are missing custom fields