AI Associate AI Capabilities in CRM Practice Test 2 — 15 Questions

Question 1

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

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Sales Cloud Einstein licenses for all users

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The feature is automatically enabled once email integration is configured

Question 2

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

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Disable field-level security for scoring fields

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Lower the lead conversion threshold

Question 3

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. The correct option is C, Omni-Channel Flow, because Einstein Bots use an Omni-Channel Flow to route a conversation to a live agent when the bot cannot resolve the customer's issue, transferring the session into the Omni-Channel routing queue. This flow-based escalation is the standard mechanism for handing off bot sessions to human agents in Service Cloud. In contrast, A, Einstein Case Classification, predicts case fields to help categorize cases but does not perform live-agent routing. B, Einstein Reply Recommendations, suggests replies to agents and does not escalate bot sessions. D, Einstein Article Recommendations, surfaces knowledge articles to agents and likewise does not provide bot-to-agent escalation.

Answer

Einstein Case Classification

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Einstein Reply Recommendations

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Einstein Article Recommendations

Question 4

Which TWO actions can be performed using Einstein Activity Capture?

Accepted Answer

Automatically log emails from Outlook or Gmail. Einstein Activity Capture is a Salesforce feature that automatically syncs a user's Microsoft 365 (Outlook) or Google Workspace (Gmail) email and calendar activity into Salesforce, so option A is correct because it automatically logs emails from Outlook or Gmail, and option E is correct because it automatically logs meetings from calendar events. These two capabilities are the core purpose of Einstein Activity Capture: it captures email messages and calendar events and associates them with the relevant Salesforce records (leads, contacts, accounts, opportunities) without manual data entry. The unmarked options do not belong because Einstein Activity Capture does not parse email content to update opportunity amounts (B), does not create tasks from email attachments (C), and does not generate leads from email signatures (D); those would require additional automation such as Flow, Apex, or Einstein features beyond Activity Capture's native sync.

Answer

Update opportunity amounts based on email content

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Create tasks from email attachments

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Generate leads from email signatures

Question 5

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.

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Einstein Prediction Builder

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Einstein Relationship Health

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Einstein Activity Capture

Question 6

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.

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Einstein Sentiment

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Einstein Case Routing

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Einstein Recommender

Question 7

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.

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Einstein Reply Recommendations

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Einstein Bots

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Einstein Article Recommendations

Question 8

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?

Accepted Answer

Einstein Next Best Action. Einstein Next Best Action, is correct because it is specifically designed to recommend the optimal next step for service agents during live interactions. It uses AI to analyze the customer context, conversation history, and business rules to surface the most relevant action, such as offering a discount or escalating the case, directly within the agent's console.

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Einstein Article Recommendations

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Einstein Bots

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Einstein Reply Recommendations

Question 9

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?

Accepted Answer

Create a Dialog to ask for the account number. In Einstein Bots, a Dialog is the conversational building block used to prompt the customer for input, such as asking for an account number, and to branch the conversation based on the response. Creating a Dialog that asks for the account number and stores it in a variable is the correct configuration before transferring to a human agent. This is the standard pattern for collecting structured information during a bot interaction.

Answer

Add a Variable with the account number field

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Define a Rule to validate the account number

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Use a Set Value action to assign the account number

Question 10

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

Accepted Answer

Einstein Opportunity Scoring. Einstein Opportunity Scoring (A) is a Sales Cloud Einstein feature that uses AI to analyze opportunity field history, activity, and related records to assign each open opportunity a score from 1 to 100 indicating likelihood of closing, helping reps prioritize their pipeline. Einstein Lead Scoring (C) is likewise a Sales Cloud Einstein feature that evaluates lead fields and behavioral data to predict which leads are most likely to convert, displayed as a score on the lead record. Both are core predictive-scoring capabilities delivered within Sales Cloud Einstein. By contrast, Einstein Case Classification (B) and Einstein Article Recommendations (E) are Service Cloud features used for case field prediction and knowledge article suggestion, and Einstein Bots (D) is a Service Cloud conversational AI tool for customer self-service, so none of those belong to Sales Cloud capabilities.

Answer

Einstein Case Classification

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Einstein Bots

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Einstein Article Recommendations

Question 11

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

Accepted Answer

An eligible Salesforce edition. Option A is correct because Einstein features (such as Einstein Prediction Builder, Einstein Discovery, and Einstein Bots) are only available in eligible Salesforce editions like Enterprise, Performance, Unlimited, and Developer, so the org must be on a qualifying edition. Option C is correct because users need the appropriate permissions—such as the 'View Einstein Predictions' or Einstein feature-specific permission sets—to access and view predictions, since access is not granted by default. Option E is correct because Einstein's machine learning models require a sufficient volume of relevant, quality data (for example, a minimum number of records with historical outcomes) to train and produce meaningful predictions. Option B is not required because Einstein features work with standard and custom objects alike; creating custom objects is not a prerequisite. Option D is not required because Einstein features are enabled through Setup's Einstein settings and permission sets, not by activating an 'Einstein API' toggle.

Answer

Custom objects must be created

Answer

Activation of Einstein API in Setup

Question 12

Which TWO are best practices when implementing Einstein Recommendation Builder?

Accepted Answer

Use a dataset that reflects recent customer interactions. Option A is correct because Einstein Recommendation Builder learns from the interaction data you supply, so the dataset must reflect recent customer interactions and current catalog/behavior patterns; stale or outdated data would produce recommendations that no longer match what customers actually browse or buy. Option E is correct because recommendation models must be monitored, retested, and retrained over time — reviewing metrics and validating outputs ensures the model still delivers relevant recommendations as customer behavior and inventory change. Option B is incorrect because negative feedback (such as dislikes or non-conversions) is valuable signal that helps the model avoid poor recommendations; disabling it degrades quality rather than simplifying usefully. Option C is incorrect because dumping in all data, including old or unrelated records, introduces noise and skews the model instead of improving it. Option D is incorrect because a single dataset containing the entire history of the org is not a best practice — it bloats training, mixes irrelevant contexts, and ignores the need for recent, scoped, high-quality data.

Answer

Disable negative feedback to simplify the model

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Include all available data, even if it is old or unrelated

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Use a single dataset that contains the entire history of the org

Question 13

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?

Accepted Answer

Add more lead records with associated activities until reaching at least 100. Einstein Lead Scoring requires a minimum of 100 lead records with associated activities (e.g., emails, events, tasks) to generate a predictive model. The error indicates insufficient data, so adding more leads with activities meets the threshold for model training.

Answer

Enable Einstein features in the org

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Map lead fields to Einstein fields

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Grant the admin the 'Manage Einstein' permission

Question 14

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

Accepted Answer

Einstein GPT. Einstein GPT is the correct feature because it is Salesforce's native generative AI tool that can automatically create personalized email drafts for leads by leveraging CRM data and natural language processing. Unlike other options, Einstein GPT is specifically designed for AI-driven content generation within the Salesforce ecosystem.

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Workflow Rules

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Process Builder

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Email Templates

Question 15

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

Accepted Answer

Einstein Lead Scoring. Einstein Lead Scoring is the Salesforce AI feature that analyzes historical lead data (converted vs. non-converted leads) and assigns each lead a score from 1-100 indicating likelihood of conversion. It surfaces this score directly on the lead record and in list views, allowing the marketing manager to prioritize outreach to the highest-scoring leads. This is precisely the use case described — ranking leads by conversion probability.

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Approval Processes

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Custom Formula Fields

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Data Export