AI Associate Salesforce Einstein AI Features Practice Test 18 — 15 Questions

Question 1

A Salesforce admin wants to create a custom predictive model that predicts whether a support case will be escalated based on historical case data. The admin has identified the prediction field as 'Escalated__c' (checkbox). Which Einstein AI feature should they use to build this model without writing code?

Accepted Answer

Einstein Prediction Builder. Einstein Prediction Builder is the correct choice because it allows admins to create custom predictive models using point-and-click tools, without writing code. The admin needs to predict a binary outcome (whether a case will be escalated) based on historical data, and Prediction Builder is specifically designed for this use case: it lets you select a standard or custom object (like Case), choose a checkbox field (Escalated__c) as the prediction field, and automatically trains a model using the platform's AI engine.

Answer

Einstein Discovery

Answer

Einstein Case Classification

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Einstein Next Best Action

Question 2

A sales manager wants to understand why certain opportunities are predicted to close won while others are not. They need a visual breakdown of the key factors influencing the prediction. Which Einstein feature provides this automatically?

Accepted Answer

Einstein Discovery. Einstein Discovery is the correct feature because it automatically analyzes historical data to identify and visualize the key factors (drivers) that influence prediction outcomes, such as why certain opportunities close won. Unlike scoring features that provide a single score, Einstein Discovery offers a visual breakdown of influential factors, making it ideal for understanding the 'why' behind predictions.

Answer

Einstein Lead Scoring

Answer

Einstein Forecasting

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Einstein Opportunity Scoring

Question 3

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

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Configure a handoff rule to a human agent for all queries

Question 4

A sales rep wants Einstein GPT to generate a personalized email to a prospect based on recent account activity. Which Salesforce GPT feature should the rep use?

Accepted Answer

Sales GPT. Sales GPT is the correct feature because it is specifically designed to generate personalized sales emails based on recent account activity, leveraging CRM data and generative AI to create context-aware outreach. Einstein Copilot is a conversational assistant, not a dedicated email generation tool, while Prompt Builder requires manual prompt creation and lacks the automated, activity-triggered personalization that Sales GPT provides. Service GPT focuses on service-related use cases like case summaries and replies, not sales prospecting.

Answer

Einstein Copilot

Answer

Prompt Builder

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Service GPT

Question 5

An organization uses Einstein Lead Scoring and notices that leads with a score above 80 are being sent to the sales team too quickly, overwhelming them. The admin wants to adjust when leads are automatically assigned. What should the admin do?

Accepted Answer

Modify the lead assignment rule to only assign leads with scores above a higher threshold. Einstein Lead Scoring assigns a score (0–100) to each lead based on predictive models. The default assignment rule triggers when a lead's score exceeds a threshold (e.g., 80). To reduce the volume of leads sent to sales, the admin should raise that threshold in the lead assignment rule so only higher-scored leads are automatically assigned. This directly controls the flow without altering the scoring model itself.

Answer

Reduce the number of features used in scoring

Answer

Disable Einstein Lead Scoring and use a custom scoring model

Answer

Create a new lead queue and manually review all leads

Question 6

A service manager wants to auto-classify incoming cases by Type, Priority, and Reason based on the case description. Which Einstein feature should be configured to achieve this?

Accepted Answer

Einstein Case Classification. Einstein Case Classification is the correct feature because it is specifically designed to automatically predict and assign values for fields like Type, Priority, and Reason based on the case description. It uses natural language processing (NLP) and machine learning models trained on historical case data to classify incoming cases without manual intervention, directly meeting the service manager's requirement.

Answer

Einstein Next Best Action

Answer

Einstein Article Recommendations

Answer

Einstein Prediction Builder

Question 7

A user wants to automatically log emails and events from their email client to Salesforce without manual entry. Which feature should they enable?

Accepted Answer

Einstein Activity Capture. Einstein Activity Capture (C) is the correct feature because it automatically logs emails and events from a connected email client (like Outlook or Gmail) into Salesforce without requiring manual entry. It uses a background synchronization process that captures email metadata and calendar events based on configured rules, eliminating the need for manual logging or add-ins.

Answer

Einstein Email Insights

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Einstein Lead Scoring

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Einstein Conversation Insights

Question 8

A company uses Einstein Conversation Insights to analyze sales call recordings. They want to identify calls where the competitor name 'Acme Corp' is mentioned and track the talk time of the sales rep vs. customer. How can they achieve this?

Accepted Answer

Configure Einstein Conversation Insights to track the keyword 'Acme Corp' and use the talk-time analysis feature. Option D is correct because Einstein Conversation Insights is specifically designed to analyze sales call recordings, track keywords (like 'Acme Corp'), and provide talk-time analysis to compare sales rep vs. customer speaking time. This directly matches the requirement to identify competitor mentions and measure talk-time distribution.

Answer

Use Einstein Article Recommendations to suggest articles about Acme Corp

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Use Einstein Email Insights to search for Acme Corp in emails

Answer

Enable Einstein Lead Scoring to score leads mentioning Acme Corp

Question 9

An admin wants to create a prompt template for use in Einstein GPT that generates a case summary based on case fields. The template should include merge fields for Case Subject, Description, and Status. Which tool should the admin use?

Accepted Answer

Prompt Builder. Prompt Builder is the correct tool because it is specifically designed within the Einstein GPT framework to create and manage prompt templates that use merge fields (such as Case Subject, Description, and Status) to generate AI-powered outputs like case summaries. Unlike other tools, Prompt Builder directly supports the configuration of prompts with dynamic field references for use in Einstein GPT.

Answer

Einstein Copilot

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Flow Builder

Answer

Einstein Studio

Question 10

A company wants to improve sales forecast accuracy by incorporating AI predictions that compare rep commits with statistical forecasts. Which Einstein feature should they use?

Accepted Answer

Einstein Forecasting. Einstein Forecasting is the correct feature because it directly combines statistical forecasts with sales rep commit data to produce a more accurate, AI-driven prediction. This feature specifically addresses the need to reconcile top-down statistical models with bottom-up rep inputs, which is exactly what the question describes.

Answer

Einstein Discovery

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Einstein Lead Scoring

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Einstein Opportunity Scoring

Question 11

A service agent is working on a case and needs to quickly find relevant knowledge articles without searching manually. Which Einstein feature can automatically suggest articles based on the case details?

Accepted Answer

Einstein Article Recommendations. Einstein Article Recommendations is the correct feature because it automatically suggests relevant knowledge articles based on the case details, such as subject, description, and product. This eliminates the need for manual search by leveraging AI to match case context with article content.

Answer

Einstein Next Best Action

Answer

Einstein Search

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Einstein Case Classification

Question 12

An admin has built an Einstein Bot that handles order status inquiries. However, when customers type 'Where is my order?', the bot often does not understand and escalates incorrectly. What is the most likely cause?

Accepted Answer

The intent for order status lacks sufficient training phrases. The most likely cause is that the intent for order status lacks sufficient training phrases. In Einstein Bot, intents are matched using natural language processing (NLP) based on the training phrases provided. If the bot hasn't been trained on enough variations of 'Where is my order?', it will fail to recognize the user's intent and escalate incorrectly.

Answer

The bot is not connected to the order management system

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Entities are not defined for order numbers

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The bot's dialogue flow is not configured correctly

Question 13

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

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Service GPT

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Einstein Copilot

Question 14

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

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Einstein Case Classification

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Einstein Email Insights

Question 15

A business wants to build a custom AI model to classify images of products and also create a chatbot that answers customer queries about those products. Which THREE Einstein features would they likely use? (Choose 3)

Accepted Answer

Einstein Bots. Einstein Bots is correct because it enables the creation of a chatbot that can answer customer queries about products using natural language processing and predefined dialogue flows, directly addressing the requirement for a customer query chatbot.

Answer

Einstein Forecasting

Answer

Einstein Lead Scoring