AI Associate Salesforce Einstein AI Features Practice Test 19 — 15 Questions

Question 1

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?

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

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 2

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

Answer

Einstein Lead Scoring

Answer

Einstein Opportunity Scoring

Question 3

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

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Einstein Search

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Einstein Case Classification

Question 4

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

Answer

Entities are not defined for order numbers

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The bot's dialogue flow is not configured correctly

Question 5

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

Answer

Service GPT

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Einstein Copilot

Question 6

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

Answer

Einstein Case Classification

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Einstein Email Insights

Question 7

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

Question 8

A Salesforce admin wants to automatically classify incoming service cases by Priority (High, Medium, Low) based on case fields like Subject, Description, and Account Type. Which Einstein feature should they use?

Accepted Answer

Einstein Case Classification. Einstein Case Classification is the correct feature because it is specifically designed to automatically classify incoming service cases based on fields like Subject, Description, and Account Type. It uses natural language processing (NLP) and machine learning models trained on historical case data to predict the Priority (High, Medium, Low) without requiring custom code or manual rules.

Answer

Einstein Discovery

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Einstein Prediction Builder

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Einstein Bots

Question 9

A sales manager wants to see an AI-generated prediction of which opportunities are most likely to close, along with the key factors influencing that prediction. Which feature provides this capability directly in the opportunity record?

Accepted Answer

Einstein Opportunity Scoring. Einstein Opportunity Scoring is the correct feature because it directly provides an AI-generated prediction of which opportunities are most likely to close, along with the key factors influencing that prediction, all displayed within the opportunity record. This feature uses machine learning models to analyze historical data and assign a score (0–100) to each opportunity, surfacing the top positive and negative influencing factors to help sales reps prioritize their efforts.

Answer

Einstein Forecasting

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Einstein Activity Capture

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Einstein Lead Scoring

Question 10

A company uses Einstein GPT for Sales to generate personalized email drafts. They want to ensure that the generated emails consistently include the recipient's company name and a specific discount offer from the opportunity. Which configuration is required?

Accepted Answer

Create a prompt template in Prompt Builder with merge fields for Company and Discount. Prompt Builder allows admins to create prompt templates that include merge fields for dynamic data, such as the recipient's company name and a discount offer from the opportunity. When Einstein GPT for Sales generates email drafts, it uses these merge fields to pull the specific values from the Salesforce record, ensuring consistency across all generated emails.

Answer

Configure Einstein Email Insights to highlight opportunities with discount information

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Set up a Flow in Einstein Next Best Action to inject data into the email

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Use Einstein Recommendation Builder to define dynamic email components

Question 11

A service manager wants to analyze historical case data to identify the most common reasons for escalations and get actionable suggestions to reduce them. Which Einstein tool should they use?

Accepted Answer

Einstein Discovery. Einstein Discovery is the correct tool because it is designed to analyze historical data, identify patterns, and provide actionable recommendations to improve business outcomes. In this scenario, it can analyze past case escalation data to uncover root causes and suggest specific actions to reduce escalations, which aligns directly with the service manager's goal.

Answer

Einstein Prediction Builder

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Einstein Case Classification

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Einstein Conversation Insights

Question 12

A company using Einstein Bots wants to improve the bot's ability to understand varied customer expressions (e.g., 'I want a refund', 'money back', 'return my purchase'). Which component should they configure to map these expressions to a common intention?

Accepted Answer

Intents. Intents are the correct component because they define the purpose or goal behind a customer's input. In Einstein Bots, intents are trained to recognize varied phrasings (e.g., 'I want a refund', 'money back', 'return my purchase') and map them to a single, common intention, such as 'Request_Refund'. This allows the bot to understand and route the conversation appropriately without requiring exact keyword matches.

Answer

Entities

Answer

NLP training

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Dialog flows

Question 13

A sales rep wants to automatically log emails and events from Outlook to Salesforce without manual work. Which Einstein feature should be enabled?

Accepted Answer

Einstein Activity Capture. Einstein Activity Capture (C) is the correct feature because it automatically syncs emails and events from Microsoft Outlook (or Google Workspace) to Salesforce without requiring manual logging. It uses a background sync engine that captures email headers and calendar events based on configured rules, eliminating the need for users to manually log activities via add-ins or plugins.

Answer

Einstein Conversation Insights

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Einstein Email Insights

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Einstein Lead Scoring

Question 14

An admin wants to create a custom AI model that predicts whether a support case will be escalated (Yes/No) based on historical cases. The training data includes fields like Subject, Description, Account Tier, and Product Family. Which Einstein feature should they use?

Accepted Answer

Einstein Prediction Builder. Einstein Prediction Builder allows creating custom binary prediction models from Salesforce data. It supports selecting prediction field, dataset, and features. The other features do not enable custom model creation.

Answer

Einstein Next Best Action

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Einstein Case Classification

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Einstein Discovery

Question 15

A financial services firm wants to deploy an autonomous AI agent that can handle complex loan application processes, including verifying documents, checking credit scores, and requesting additional information. The agent must be able to take actions in Salesforce and escalate to a human when needed. Which Salesforce tool should they use?

Accepted Answer

Agentforce. Agentforce is the correct choice because it is Salesforce's platform for building autonomous AI agents that can execute complex, multi-step workflows across systems like Salesforce, including document verification, credit score checks, and data retrieval. It supports tool integration (e.g., Apex, MuleSoft) and built-in escalation to human agents, making it ideal for handling end-to-end loan application processes with minimal human intervention.

Answer

Einstein Next Best Action

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Einstein Bots

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Einstein Copilot