AI Associate Salesforce Einstein AI Features Practice Test 13 — 15 Questions

Question 1

A company wants to automatically categorize incoming support cases into Type, Priority, and Reason fields. They have historical data with these fields populated. Which Einstein feature should they use?

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

Accepted Answer

Einstein Case Classification. Einstein Case Classification is the correct feature because it is specifically designed to automatically categorize incoming support cases into fields like Type, Priority, and Reason using historical data. It uses machine learning models trained on past case records to predict the most likely values for these fields, enabling automated routing and prioritization without manual rules.

Answer

Einstein Prediction Builder

Answer

Einstein Article Recommendations

Answer

Einstein Next Best Action

Question 2

A Salesforce admin wants to create a prompt template that generates a custom field value for a record based on other field values. Which Prompt Builder template type should they use?

Accepted Answer

Field Generation. Field Generation is the correct Prompt Builder template type because it is specifically designed to automatically populate a custom field on a record by generating a value based on other field values within the same record. This template uses a Large Language Model (LLM) to analyze the provided field data and produce a deterministic output that is written directly to the field, fulfilling the admin's requirement.

Answer

Flex Prompt

Answer

Case Summary

Answer

Sales Email

Question 3

Which Einstein feature analyzes call recordings to identify keywords, talk-time metrics, and suggested next steps?

Accepted Answer

Einstein Conversation Insights. Einstein Conversation Insights is the correct feature because it is specifically designed to analyze call recordings and transcripts using natural language processing (NLP) to extract keywords, measure talk-time metrics (e.g., speaker ratio, silence duration), and generate suggested next steps. It integrates with telephony systems to process audio data and provide actionable insights directly within Salesforce, unlike other Einstein features that focus on different data sources or tasks.

Answer

Einstein Discovery

Answer

Einstein Activity Capture

Answer

Einstein Email Insights

Question 4

A marketing team wants to display personalized product recommendations on an Experience Cloud site. Which Einstein feature should they use?

Accepted Answer

Einstein Recommendation Builder. Einstein Recommendation Builder is the correct feature because it is specifically designed to deliver personalized product recommendations on Experience Cloud sites. It uses AI to analyze customer behavior and purchase history to suggest relevant products, directly meeting the marketing team's goal of displaying personalized product recommendations.

Answer

Einstein Next Best Action

Answer

Einstein Article Recommendations

Answer

Einstein Prediction Builder

Question 5

A company wants to use AI to automatically analyze and classify images uploaded to Salesforce records, such as identifying product defects. Which Einstein feature should they use?

Accepted Answer

Einstein Vision. Einstein Vision is the correct feature because it is specifically designed for image recognition and classification tasks, such as analyzing uploaded images to identify product defects. It uses deep learning models to detect objects, classify images, and extract text from images, making it ideal for visual inspection use cases within Salesforce.

Answer

Einstein Prediction Builder

Answer

Einstein Next Best Action

Answer

Einstein Language

Question 6

An admin wants to compare the AI-generated forecast with a rep's commit forecast to identify gaps. Which feature should they use?

Accepted Answer

Einstein Forecasting. Einstein Forecasting is the correct feature because it directly compares AI-generated forecasts with a rep's commit forecast to identify gaps. It uses historical data and predictive models to generate a baseline forecast, which can be overlaid with the rep's manual commit to highlight discrepancies for coaching and adjustment.

Answer

Einstein Prediction Builder

Answer

Einstein Discovery

Answer

Einstein Opportunity Scoring

Question 7

A service manager wants to use AI to automatically suggest knowledge articles to agents during case handling. Which TWO Einstein features can fulfill this requirement?

Accepted Answer

Einstein Article Recommendations. Einstein Article Recommendations uses AI to automatically suggest relevant knowledge articles to agents during case handling, based on the case context and historical data. This feature is specifically designed to improve agent efficiency by surfacing the most helpful articles without manual search.

Answer

Einstein Discovery

Answer

Einstein Case Classification

Answer

Einstein Bots

Question 8

A company wants to build an autonomous AI agent in Salesforce that can handle customer returns, refunds, and exchanges without human intervention. Which THREE components are required to build this agent using Agentforce?

Accepted Answer

Topics and Actions. To build an autonomous AI agent in Salesforce that handles customer returns, refunds, and exchanges without human intervention, you need Topics and Actions to define the specific business processes (e.g., 'Process Return') and the corresponding API calls or flows, Agent Builder to configure the agent's behavior and link it to those topics, and Testing in Agent Builder to validate the agent's responses and ensure it operates correctly before deployment.

Answer

Prompt Builder

Answer

Einstein Copilot

Question 9

A company wants to use Einstein GPT to generate draft replies for service agents. Which TWO Einstein GPT features can accomplish this?

Accepted Answer

Service GPT – Reply Recommendations. Service GPT includes reply recommendations and case summary generation. Sales GPT is for sales. Einstein Copilot can assist but is not specifically for reply drafts. Einstein Bots are for chat automation.

Answer

Einstein Copilot

Answer

Sales GPT – Email Generation

Answer

Einstein Bots

Question 10

A service manager wants to reduce manual case classification effort by automatically setting the Type, Priority, and Reason fields on incoming cases. Which Einstein feature meets this requirement?

Accepted Answer

Einstein Case Classification. Einstein Case Classification is the correct feature because it uses machine learning to automatically predict and set the Type, Priority, and Reason fields on incoming cases based on historical case data and patterns. This directly reduces manual classification effort by assigning these three standard fields without requiring custom models or additional configuration.

Answer

Einstein Prediction Builder

Answer

Einstein Reply Recommendations

Answer

Einstein Article Recommendations

Question 11

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 12

An administrator wants to build a custom AI model that predicts whether a support case will be escalated based on historical case data. The prediction must be binary (escalated or not). Which tool should they use?

Accepted Answer

Einstein Prediction Builder. Einstein Prediction Builder is the correct tool because it is specifically designed to create custom binary classification models using historical Salesforce data, such as predicting case escalation (yes/no). It requires no data science expertise and automates model training, evaluation, and deployment directly within the Salesforce platform.

Answer

Einstein Discovery

Answer

Einstein Next Best Action

Answer

Einstein Vision

Question 13

A company wants to use Einstein to automatically log emails and events from their email system into Salesforce without manual user action. Which feature should be enabled?

Accepted Answer

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

Answer

Einstein Email Insights

Answer

Einstein Conversation Insights

Answer

Einstein Discovery

Question 14

A sales operations analyst wants to understand why an opportunity's win likelihood score changed after a recent update. Where can they find the factors that influenced the score in Lightning?

Accepted Answer

On the opportunity record page, in the Einstein Scoring component. The Einstein Scoring component on the opportunity record page displays the key factors that influenced the win likelihood score. This component provides a breakdown of the positive and negative factors, such as changes in lead source or engagement, that caused the score to change after a recent update. It is the direct, in-context location for understanding score drivers in Lightning.

Answer

In a custom report that includes the opportunity score field

Answer

In the Einstein Lead Scoring section of Setup

Answer

In Einstein Discovery, by running a story on opportunity data

Question 15

A customer service team deploys an Einstein Bot to handle common queries. During testing, the bot frequently fails to understand user intent, leading to poor responses. What should the team do FIRST to improve the bot's understanding?

Accepted Answer

Add more utterances to each intent and retrain the bot's NLP model. The primary way to improve intent recognition in an Einstein Bot is to provide more training data in the form of utterances (example phrases) for each intent. By adding diverse and representative utterances and retraining the NLP model, the bot learns to better map user language to the correct intent, directly addressing the failure to understand user intent.

Answer

Increase the number of entities in the entity definition

Answer

Enable handoff to a human agent for all queries

Answer

Review the bot analytics to see which intents fail