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

Question 1

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

Answer

Einstein Prediction Builder

Answer

Einstein Bots

Question 2

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.

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Einstein Forecasting

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Einstein Activity Capture

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Einstein Lead Scoring

Question 3

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. Option A is correct because 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 4

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.

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Einstein Prediction Builder

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Einstein Case Classification

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Einstein Conversation Insights

Question 5

A retail company wants to recommend products to website visitors based on their browsing behavior and purchase history stored in Experience Cloud. Which Einstein feature should they implement?

Accepted Answer

Einstein Recommendation Builder. Einstein Recommendation Builder is the correct feature because it is specifically designed to analyze browsing behavior and purchase history stored in Experience Cloud to generate personalized product recommendations. It uses collaborative filtering and deep learning models to surface relevant items, directly addressing the retail use case of recommending products to website visitors.

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Einstein Prediction Builder

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Einstein Lead Scoring

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Einstein Next Best Action

Question 6

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.

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Entities

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NLP training

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Dialog flows

Question 7

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 8

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 9

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

Question 10

A call center manager wants to analyze recorded sales calls to identify keywords, measure talk-time, and capture follow-up tasks. Which Einstein feature provides these capabilities?

Accepted Answer

Einstein Conversation Insights. Einstein Conversation Insights is the correct answer because it is specifically designed to analyze recorded sales calls by transcribing conversations, identifying keywords and topics, measuring talk-time, and capturing follow-up tasks. It uses natural language processing (NLP) to extract actionable insights from voice and text interactions, directly matching the requirements in the question.

Answer

Einstein Discovery

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Einstein Activity Capture

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Einstein Email Insights

Question 11

A company wants to use generative AI to automatically draft case summaries and knowledge article drafts from case details. Which Einstein GPT feature should they enable?

Accepted Answer

Service GPT. Service GPT is the correct Einstein GPT feature because it is specifically designed for service use cases, such as automatically drafting case summaries and knowledge article drafts from case details. It leverages generative AI to analyze case data and produce structured, relevant content tailored to service workflows, unlike other Einstein GPT features that focus on sales or general assistance.

Answer

Agentforce

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Einstein Copilot

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Sales GPT

Question 12

A marketing team wants to identify which leads are most likely to convert, based on historical lead data. They need a score from 1-99 visible on lead records. Which feature should they implement?

Accepted Answer

Einstein Lead Scoring. Einstein Lead Scoring is the correct feature because it is specifically designed to assign a score from 1 to 99 to leads based on historical conversion data and predictive models. This score is automatically calculated and displayed on lead records, enabling the marketing team to prioritize leads most likely to convert.

Answer

Einstein Prediction Builder

Answer

Einstein Opportunity Scoring

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Einstein Discovery

Question 13

A sales operations manager wants to use Einstein Forecasting to improve forecast accuracy. Which TWO capabilities does Einstein Forecasting provide beyond traditional manager rollups? (Select two.)

Accepted Answer

Comparison of AI forecast to the rep's commit amount. Option D is correct because Einstein Forecasting provides a direct comparison between the AI-generated forecast and the sales rep's manually entered commit amount. This allows managers to see where human judgment and AI predictions diverge, enabling data-driven coaching and more accurate forecasting. Traditional manager rollups only aggregate rep commits without this AI-based validation layer.

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Automated opportunity scoring for each deal

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Generation of call scripts for sales reps

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Automatic adjustment of quota targets based on AI predictions

Question 14

A company building an Einstein Bot for customer support wants to ensure that when the bot cannot resolve an issue, the conversation is seamlessly transferred to a human agent. Which THREE steps are required to enable this handoff? (Select three.)

Accepted Answer

Assign the bot to a Service Cloud user who can accept chat transfers. Assigning the bot to a Service Cloud user who can accept chat transfers is correct because the Einstein Bot must be linked to a Service Cloud user with the appropriate permissions and presence status to receive and handle transferred conversations. This ensures the user is available in the Omni-Channel routing system and can accept the chat when the bot escalates.

Answer

Create a custom field on the case object to store escalation reason

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Enable Einstein GPT for Bots to generate handoff scripts

Question 15

A company wants to use Einstein Vision and Language Platform to automatically classify images of products and extract text from labels. Which TWO capabilities of the platform can be used for this requirement? (Select two.)

Accepted Answer

Image classification. Image classification is the correct capability because it allows the platform to automatically assign predefined labels (e.g., product categories) to images based on their visual content. This directly meets the requirement to classify images of products using the Einstein Vision and Language Platform.

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Sentiment analysis

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Text extraction (OCR)

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Named Entity Recognition (NER)