AI Associate Salesforce Einstein AI Features Practice Test 5 — 15 Questions

Question 1

A Service Cloud admin wants to deploy a chatbot that can handle common customer requests and escalate to a human agent when necessary. The chatbot must understand natural language variations. Which combination of tools should they use?

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

Accepted Answer

Einstein Bots with intents and entities, and handoff to agent. Einstein Bots in Service Cloud can be configured with intents and entities for NLP understanding and can hand off to human agents when needed.

Answer

Einstein Case Classification with auto-response

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Einstein Copilot with custom actions

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Einstein Next Best Action with flows

Question 2

A company wants to build an autonomous AI agent that can take actions in Salesforce, such as updating records and sending emails, based on user instructions. Which tool should they use?

Accepted Answer

Agentforce Agent Builder. Agentforce with Agent Builder allows creation of autonomous agents that can perform actions in Salesforce.

Answer

Einstein Copilot

Answer

Einstein Bots

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Flow Builder

Question 3

A sales operations team wants to improve forecast accuracy by using AI. They currently use manual rollups. Which TWO Einstein features can help achieve this?

Accepted Answer

Einstein Forecasting. Einstein Forecasting provides AI-enhanced predictions, and Einstein Opportunity Scoring scores individual opportunities to inform forecasts.

Answer

Einstein Activity Capture

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Einstein Discovery

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Einstein Lead Scoring

Question 4

A healthcare company uses Einstein Prediction Builder to predict patient no-shows. After training a model, they receive a low prediction accuracy. Which THREE actions should they take to improve?

Accepted Answer

Increase the number of records in the training dataset. Increasing the number of records in the training dataset helps the model learn more patterns and reduces overfitting, which directly improves prediction accuracy. Einstein Prediction Builder requires a minimum number of historical records to produce statistically significant results, and more data generally leads to better model performance.

Answer

Use Einstein Discovery instead

Answer

Enable Einstein Case Classification

Question 5

A service manager wants to recommend knowledge articles to agents handling cases. Which TWO Einstein features can be used for this purpose?

Accepted Answer

Einstein Article Recommendations. Einstein Article Recommendations and Einstein Next Best Action can both surface knowledge articles to agents.

Answer

Einstein Bots

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Einstein Prediction Builder

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Einstein Case Classification

Question 6

A sales manager wants to automatically track emails and events from their sales team's Gmail accounts into Salesforce without manual logging. Which Salesforce feature should they enable?

Accepted Answer

Einstein Activity Capture. Einstein Activity Capture (B) is the correct feature because it automatically syncs emails and events from Gmail (and Microsoft 365) into Salesforce without requiring manual logging by users. It uses a background synchronization process that captures activities based on configured rules, eliminating the need for manual entry or third-party integrations.

Answer

Einstein Lead Scoring

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Einstein Email Insights

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Einstein Conversation Insights

Question 7

A support manager wants to automatically suggest relevant knowledge articles when agents open a case. Which Einstein feature should they enable?

Accepted Answer

Einstein Article Recommendations. Einstein Article Recommendations automatically suggests relevant knowledge articles to agents based on the case details, helping resolve cases faster.

Answer

Einstein Recommendation Builder

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Einstein Next Best Action

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Einstein Case Classification

Question 8

A company uses Einstein Forecasting. Their sales reps' committed forecasts are consistently lower than the AI-predicted forecast. The manager wants to understand why. What is the BEST first step to investigate the discrepancy?

Accepted Answer

Review the AI forecast explanation to see which factors (e.g., deal stage, historical win rates) are driving the higher prediction.. Einstein Forecasting provides an AI-predicted forecast based on historical data and deals. Comparing the rep commit to the AI forecast, and analyzing the key drivers behind the AI prediction (such as deal stage, age, amount) helps identify why the AI expects more.

Answer

Disable Einstein Forecasting and revert to manager rollups only.

Answer

Adjust the historical date range in forecast settings to exclude past low-performing quarters.

Answer

Run a report on closed won opportunities to see if the AI overestimates.

Question 9

A marketing manager wants to recommend products to visitors on a community site based on their browsing behavior. Which Salesforce feature is designed for this use case?

Accepted Answer

Einstein Recommendation Builder. Einstein Recommendation Builder is the correct feature because it is specifically designed to generate personalized product or content recommendations based on user behavior, such as browsing history and past interactions on a community site. It uses collaborative filtering and deep learning models to surface relevant items, matching the marketing manager's goal of recommending products to visitors.

Answer

Einstein Prediction Builder

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Einstein Next Best Action

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Einstein Article Recommendations

Question 10

A developer wants to use AI to automatically extract key entities like dates, product names, and amounts from customer emails and store them in Salesforce fields. Which Einstein API should they use?

Accepted Answer

Einstein Vision and Language Platform API. Einstein Vision and Language Platform (Einstein Platform Services) provides APIs for text classification, named entity recognition (NER), and other AI tasks. NER is specifically for extracting entities like dates, product names, and amounts.

Answer

Einstein Discovery API

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Einstein Prediction Builder API

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Einstein Bots API

Question 11

A company wants to build a custom AI prediction for churn rate using their Customer_Churn__c (Yes/No) field. In Einstein Prediction Builder, after selecting the object and prediction field, what is the next step?

Accepted Answer

Select the dataset (records to train on).. After selecting the prediction field (binary classification), you must select the dataset (records to train on) and then choose features (input fields) that the model will use to make predictions.

Answer

Define the prediction score field and explanation field.

Answer

Deploy the model to production.

Answer

Select features (input fields) to train the model.

Question 12

A Salesforce admin is configuring Einstein Conversation Insights. They want to automatically capture next steps from sales call recordings. Which component of Conversation Insights provides this functionality?

Accepted Answer

Next step capture (powered by Einstein NLP). Einstein Conversation Insights uses Einstein Natural Language Processing (NLP) to automatically analyze sales call transcripts and extract actionable next steps, such as follow-up tasks or commitments. This feature is specifically designed to identify and capture these items without manual effort, leveraging AI to parse conversational context.

Answer

Call recording transcription

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Keyword tracking

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Talk-time metrics

Question 13

A sales rep wants to generate a personalized email to a prospect using AI. Which Einstein GPT feature should they use?

Accepted Answer

Sales GPT. Sales GPT includes email generation capabilities. It can create personalized email drafts based on CRM data and context.

Answer

Service GPT

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Prompt Builder

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Einstein Copilot

Question 14

A company uses Einstein Discovery to analyze their sales pipeline. They see a waterfall chart showing the expected revenue changes from one stage to the next. What does the waterfall chart primarily help identify?

Accepted Answer

The expected revenue at each stage and the changes between stages.. In Einstein Discovery, waterfall charts visualize the contribution of individual factors to a target metric (e.g., revenue). They show how each stage or factor adds or subtracts from the total, helping identify key drivers.

Answer

The accuracy of the AI prediction compared to actuals.

Answer

The improvement suggestions from Einstein Discovery.

Answer

The top reasons why deals are won or lost.

Question 15

An administrator is setting up Einstein Bots for a service center. They want the bot to understand when a customer says 'I want to return my order' and route to the returns process. What must the admin configure in the bot builder?

Accepted Answer

Create a new intent called 'Return Order' and map it to the returns dialogue flow.. In Einstein Bots, intents represent the customer's goal (e.g., return order), and entities capture specifics (e.g., order number). The admin must define an intent for returns and train the NLP model with example phrases. Entities can capture order IDs.

Answer

Use the pre-built 'Returns' intent from the intent library.

Answer

Enable the 'Return Order' entity and add sample utterances directly to the dialogue.

Answer

Add a keyword trigger for 'return' in the bot configuration.