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

Question 1

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?

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

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 2

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 – Reply Recommendations (A) is correct because it is the Einstein GPT feature purpose-built for service agents that analyzes the case context and generates draft replies the agent can review and send, directly matching the requirement to generate draft replies. Service GPT – Case Summaries (B) is also correct because it uses Einstein GPT to automatically generate a concise summary of a case's history, interactions, and key details, which supports service agents in drafting and responding to cases efficiently. Einstein Copilot (C) is not the marked answer here since it is a broader conversational assistant for CRM tasks rather than the specific reply-drafting feature for service. Sales GPT – Email Generation (D) belongs to the Sales Cloud and generates sales emails, not service case replies. Einstein Bots (E) is a chatbot platform for automating customer conversations, not an Einstein GPT feature for generating agent draft replies.

Answer

Einstein Copilot

Answer

Sales GPT – Email Generation

Answer

Einstein Bots

Question 3

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 4

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

Question 5

A company uses Einstein Conversation Insights to analyze sales calls. They want to automatically capture follow-up tasks mentioned during the call. Which metric or feature should they use?

Accepted Answer

Next Step capture. Next Step capture is the Einstein Conversation Insights feature specifically designed to detect and surface action items, follow-up commitments, and next steps mentioned during sales calls. It uses natural language processing to identify phrases indicating future actions (e.g., 'I'll send you a proposal') and automatically creates corresponding tasks or records. This directly addresses the requirement to capture follow-up tasks mentioned during the call.

Answer

Keyword tracking

Answer

Talk-time metrics

Answer

Call recording analysis

Question 6

A sales operations manager wants to automatically prioritize leads based on historical conversion data. Which Salesforce Einstein feature should they use to create a custom predictive model without writing code?

Accepted Answer

Einstein Prediction Builder. Einstein Prediction Builder (D) is the correct answer because it allows users to create custom predictive models—such as lead conversion propensity—using point-and-click tools, without writing any code. It leverages historical data from the org to train a model that outputs a prediction score for each record, directly meeting the requirement to automatically prioritize leads based on historical conversion data.

Answer

Einstein Discovery

Answer

Einstein Lead Scoring

Answer

Einstein Bots

Question 7

A Salesforce admin wants to use Einstein GPT to automatically generate a meeting follow-up email after a sales rep closes a meeting record in Salesforce. They want the email to include the meeting summary, key action items, and next steps. Which combination of features should they use?

Accepted Answer

Prompt Builder with a Sales Email template and Einstein Activity Capture. Prompt Builder with a Sales Email template provides the generative AI prompt structure, and Einstein Activity Capture supplies the meeting context (emails, events, notes) needed to populate the summary, action items, and next steps. Together they enable automatic follow-up email generation triggered from the meeting record. This combination directly matches the requirement.

Answer

Einstein Discovery and Prompt Builder

Answer

Einstein Conversation Insights and Einstein GPT for Sales

Answer

Einstein Activity Capture and Einstein Bots

Question 8

An organization uses Einstein Conversation Insights to analyze sales call recordings. They want to automatically capture next steps discussed during calls and log them as tasks in Salesforce. Which feature should they use?

Accepted Answer

Einstein Conversation Insights. Einstein Conversation Insights is specifically designed to analyze sales call recordings and transcripts, using natural language processing to extract key topics, competitor mentions, and next steps. It can automatically identify action items discussed during calls and create corresponding tasks in Salesforce, streamlining follow-up. This feature directly addresses the requirement to capture next steps from calls and log them as tasks.

Answer

Einstein Email Insights

Answer

Einstein Activity Capture

Answer

Einstein Prediction Builder

Question 9

A Salesforce admin is building an Agentforce agent to handle customer support interactions. They need to define the topics the agent can handle and the actions it can perform. Which three components must be configured in Agent Builder?

Accepted Answer

Testing in Agent Builder. In Agent Builder, the admin must configure Topics (B), which define the distinct areas of customer support the agent is authorized to handle and scope its behavior, and Actions (E), which are the specific tasks or invocable operations (such as Flow, Apex, or prompt template invocations) the agent can execute within those topics. Testing in Agent Builder (A) is also required because the admin must validate the agent's topic classification and action execution in the built-in testing panel before deployment, ensuring the agent routes and responds correctly. Custom Instructions (C) are not a required Agent Builder component in this scenario, as global instructions are optional guidance rather than a mandatory configuration element. AI Model Selection (D) is not configured in Agent Builder; the underlying model is managed by Salesforce's Einstein/Agentforce platform rather than being a topic-and-action component the admin must define.

Answer

Custom Instructions

Answer

AI Model Selection

Question 10

An admin is troubleshooting why Einstein Lead Scoring is not generating scores for some leads. They have enabled the feature and assigned permission sets. Which two factors could cause scores to be missing?

Accepted Answer

The lead's status is 'Converted' and scoring is configured to exclude converted leads. Einstein Lead Scoring can be configured to exclude leads with a 'Converted' status. If the scoring model is set to skip converted leads, those leads will not receive a score, even if the feature is enabled and permission sets are assigned. This is a common configuration setting that directly prevents scoring for converted records.

Answer

The lead has a custom field that is not included in the model

Answer

The lead does not have an email address

Answer

The lead's owner does not have a Salesforce license

Question 11

A sales manager wants to automatically surface the most important emails that require immediate attention from a high volume of daily customer messages. Which Einstein feature should they enable?

Accepted Answer

Einstein Email Insights. Einstein Email Insights (D) is the correct feature because it uses natural language processing (NLP) to analyze email content and metadata, automatically prioritizing messages that require immediate attention based on urgency, sender importance, and context. This directly addresses the sales manager's need to surface critical emails from a high volume of daily customer messages without manual sorting.

Answer

Einstein Conversation Insights

Answer

Einstein Activity Capture

Answer

Einstein Lead Scoring

Question 12

A company wants to use generative AI to draft email replies to common customer inquiries in Service Cloud. The replies should be based on company-approved templates and knowledge articles. Which feature should they use?

Accepted Answer

Service GPT. Service GPT is the generative AI feature in Service Cloud that drafts email replies to customer inquiries using company-approved templates and knowledge articles. It is specifically designed for service use cases, grounding responses in trusted content. Einstein Copilot is a broader conversational assistant, Einstein Recommendation Builder suggests offers/products, and Sales GPT is for sales emails, not service replies.

Answer

Einstein Recommendation Builder

Answer

Einstein Copilot

Answer

Sales GPT

Question 13

An admin wants to create a prompt template that generates a personalized sales email for a lead using fields like Company, Industry, and Lead Source. The email should be generated when a user clicks a button on the lead record. Which Prompt Builder template type is appropriate?

Accepted Answer

Sales Email. The Sales Email template type in Prompt Builder is specifically designed to generate personalized sales emails using standard fields like Company, Industry, and Lead Source, and it triggers on a button click on the lead record. This template type includes built-in placeholders and formatting optimized for email generation, making it the correct choice for this use case.

Answer

Flex Prompt

Answer

Case Field Generation

Answer

Field Generation

Question 14

A company wants to build a chatbot in Service Cloud that can understand natural language intents like 'check order status' and 'return a product'. Which Einstein feature provides the underlying NLP engine for intent and entity recognition?

Accepted Answer

Einstein Bots. Einstein Bots is the correct answer because it is the Salesforce feature that provides the underlying NLP engine for intent and entity recognition in Service Cloud chatbots. It uses Einstein's natural language processing to interpret user utterances like 'check order status' and map them to configured intents, while also extracting entities such as order numbers or product names to trigger appropriate bot dialog flows.

Answer

Einstein Vision and Language Platform

Answer

Einstein Case Classification

Answer

Einstein Next Best Action

Question 15

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?

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

Accepted Answer

Topics. Topics are correct because they define the specific areas of customer inquiries (e.g., order status, returns) that the autonomous agent can handle. In Agentforce, Topics act as the primary organizational unit that groups related intents and actions, enabling the agent to route conversations appropriately. Without Topics, the agent would lack the structured domain knowledge needed to process and escalate customer issues.

Answer

Intents

Answer

Entities

Answer

Testing