AI Associate Salesforce Einstein AI Features Practice Test 4 — 15 Questions

Question 1

A service manager wants to automatically categorize incoming cases into standard fields like Type, Priority, and Reason based on historical case data. Which Einstein feature should they use?

Accepted Answer

Einstein Case Classification. Einstein Case Classification uses AI to automatically classify cases into fields such as Type, Priority, and Reason by learning from historical case data.

Answer

Einstein Discovery

Answer

Einstein Prediction Builder

Answer

Einstein Article Recommendations

Question 2

A sales rep wants to quickly generate a personalized email to a lead without leaving Salesforce. Which Einstein GPT feature should they use?

Accepted Answer

Sales GPT. Sales GPT is the correct Einstein GPT feature because it is specifically designed for sales use cases, such as generating personalized emails to leads directly within Salesforce. It leverages generative AI to create tailored content based on CRM data, enabling quick, context-aware communication without leaving the platform.

Answer

Einstein Copilot

Answer

Service GPT

Answer

Prompt Builder

Question 3

A company wants to build a custom AI prediction model that predicts whether a customer will churn (yes/no) based on Salesforce data. They have historical data on churned and retained customers. Which Einstein feature should they use, and what type of prediction field is required?

Accepted Answer

Einstein Prediction Builder, with a picklist prediction field containing 'Churned' and 'Not Churned'. Einstein Prediction Builder allows custom binary predictions. The prediction field must be a picklist with two values (e.g., 'Yes' and 'No') representing the outcome.

Answer

Einstein Lead Scoring, with a formula field

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Einstein Discovery, with a numeric prediction field

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Einstein Prediction Builder, with a checkbox prediction field

Question 4

A sales operations manager notices that Einstein Lead Scoring is not producing scores for some leads. The leads have all required fields populated. What is the most likely cause?

Accepted Answer

There are fewer than 500 leads with the score field populated. Einstein Lead Scoring requires a minimum number of leads (usually 500) with the score field populated before it can start generating scores. Fewer leads mean the model cannot be built.

Answer

The user does not have the 'View Lead Score' permission

Answer

The lead source field is not included as a feature

Answer

The leads were created in a different Salesforce instance

Question 5

A company uses Einstein Conversation Insights to analyze sales calls. They want to identify when a competitor is mentioned and automatically log that mention to the opportunity. Which feature should they configure?

Accepted Answer

Keyword Tracking in Conversation Insights. Einstein Conversation Insights allows keyword tracking, where you can define keywords (e.g., competitor names) and set actions like logging to a record.

Answer

Einstein Next Best Action

Answer

Einstein Email Insights

Answer

Einstein Activity Capture

Question 6

A service agent needs quick access to relevant knowledge articles while handling a case. Which Einstein feature provides article recommendations automatically?

Accepted Answer

Einstein Article Recommendations. Einstein Article Recommendations is the correct feature because it uses AI to automatically suggest relevant knowledge articles to service agents based on the context of the case, such as subject, description, and product. This reduces search time and improves case resolution efficiency by surfacing the most pertinent articles without manual querying.

Answer

Einstein Bots

Answer

Einstein Discovery

Answer

Einstein Case Classification

Question 7

A company wants to use Einstein Forecasting to compare AI-generated predictions against sales rep commitments. They have enabled the feature and entered their sales data. What must they do to view the AI forecast?

Accepted Answer

Turn on Einstein AI in the Forecasts settings. Option C is correct because after enabling Einstein Forecasting and entering sales data, the user must turn on Einstein AI in the Forecasts settings to activate the AI-generated predictions. This setting allows the system to compare AI forecasts against sales rep commitments within the standard Forecasts component.

Answer

Run Einstein Discovery on opportunity data

Answer

Enable Einstein Activity Capture

Answer

Create a custom report type for forecasts

Question 8

A developer is building an Einstein Bot that needs to understand when a customer says 'I want to return a purchase' and route them to the returns process. How should they configure the bot?

Accepted Answer

Create an intent called 'Return Purchase' and train it with sample phrases. In Einstein Bots, intents represent the customer's goal, and entities capture specifics. 'Return purchase' is an intent, not an entity. The bot uses NLP to match utterances to intents.

Answer

Create a dialogue that triggers on the exact phrase 'I want to return a purchase'

Answer

Create an entity called 'Return Purchase' and map it to a dialogue

Answer

Use an intent called 'Customer Service' and a custom entity for return

Question 9

A marketing manager wants to display product recommendations on a community site powered by Experience Cloud. Which Einstein feature should they integrate?

Accepted Answer

Einstein Recommendation Builder. Einstein Recommendation Builder provides product and content recommendations for Experience Cloud sites based on user behavior and preferences.

Answer

Einstein Prediction Builder

Answer

Einstein Next Best Action

Answer

Einstein Article Recommendations

Question 10

A sales admin wants to automatically log emails and events from a sales rep's email client to Salesforce without manual entry. Which feature should they enable?

Accepted Answer

Einstein Activity Capture. Einstein Activity Capture (D) 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 server-side synchronization to capture interactions based on configured rules, making it the direct solution for this use case.

Answer

Einstein Conversation Insights

Answer

Einstein Lead Scoring

Answer

Einstein Email Insights

Question 11

A company needs to analyze thousands of customer feedback comments to identify common themes and sentiment. They want to use a prebuilt Salesforce AI solution. Which approach is best?

Accepted Answer

Use Einstein Discovery to analyze the feedback data and identify themes. Einstein Discovery can perform automated statistical analysis on text data to identify themes and patterns, including sentiment analysis, without requiring custom model training.

Answer

Use Einstein Prediction Builder to predict sentiment

Answer

Use Einstein Vision and Language Platform to build a custom text classification model

Answer

Use Einstein Bots to collect more feedback

Question 12

A company wants to create an autonomous AI agent that can handle complex customer service tasks like processing returns and updating orders without human intervention. Which Salesforce feature should they use?

Accepted Answer

Agentforce. Agentforce is the correct choice because it is designed to create autonomous AI agents that can handle complex, multi-step customer service tasks like processing returns and updating orders without human intervention. Unlike simpler chatbots, Agentforce uses advanced reasoning and action execution to complete end-to-end workflows independently.

Answer

Einstein Bots

Answer

Einstein Copilot

Answer

Einstein Next Best Action

Question 13

A sales team wants to use Einstein Opportunity Scoring to improve win rates. Which TWO statements about Einstein Opportunity Scoring are correct? (Choose 2)

Accepted Answer

It provides a score from 1 to 99 indicating the likelihood of winning the opportunity. Opportunity Scoring predicts win likelihood (1-99) and factors are visible in Lightning. Historical data is used, but the score is not directly accessible via external API without additional setup.

Answer

It requires a minimum of 500 closed opportunities in the last 12 months to activate

Answer

The score can be accessed via the REST API out-of-the-box

Answer

It automatically updates the opportunity stage based on the score

Question 14

A company uses Einstein Discovery to analyze sales data. They want to understand the key drivers of deal closures. Which THREE output types can Einstein Discovery provide? (Choose 3)

Accepted Answer

Stories that explain key factors in natural language. Option A is correct because Einstein Discovery generates 'Stories' that automatically describe key factors influencing outcomes in natural language, enabling users to understand drivers of deal closures without manual analysis. These stories are derived from statistical models that identify the most impactful variables in the dataset.

Answer

Sentiment analysis scores

Answer

Custom binary prediction models

Question 15

A company is building an Einstein Bot that needs to handle customer inquiries and escalate to a human agent when necessary. The bot must also analyze conversations to improve its performance. Which THREE capabilities should they configure? (Choose 3)

Accepted Answer

Intents and entities to understand customer requests. To handle inquiries, the bot needs intents/entities for understanding. For escalation, it needs handoff settings. For analysis, bot analytics provides insights.

Answer

Einstein Case Classification to categorize conversations

Answer

Einstein Discovery to analyze bot logs