AI Associate Salesforce Einstein AI Features Practice Test 8 — 15 Questions

Question 1

A company wants to build an Einstein Bot that can handle order status inquiries and, if the customer is frustrated, hand off to a human agent. Which THREE steps are essential to implement this?

Accepted Answer

Configure a hand-off action to a human agent. Essential steps: configure an intent for order status, use a dialog to handle the flow, and set up a hand-off action to transfer to a human agent when needed.

Answer

Use Einstein Sentiment Analysis to detect frustration

Answer

Train a custom NLP model using Einstein Platform Services

Question 2

An administrator is setting up Einstein GPT for service agents. They want to enable case summary generation and knowledge article draft creation. Which TWO Einstein GPT features should they configure?

Accepted Answer

Prompt Builder. Prompt Builder (B) is correct because it allows administrators to create and manage the generative AI prompts that drive case summary generation and knowledge article draft creation. Service GPT (C) is correct because it is the specific Einstein GPT feature designed for service use cases, providing out-of-the-box capabilities for case summaries and knowledge article drafts directly within the service console.

Answer

Einstein Copilot

Answer

Sales GPT

Answer

Einstein Discovery

Question 3

A sales manager wants to automatically prioritize leads based on their likelihood to convert. The team uses Salesforce Sales Cloud and has historical lead data with conversion outcomes. Which Einstein feature should they use to create a custom prediction model?

Accepted Answer

Einstein Prediction Builder. Einstein Prediction Builder is the no-code Einstein feature specifically designed to allow admins to create custom binary prediction models (e.g., lead conversion) using their own historical data fields without requiring data science expertise. It automatically selects the most predictive fields and generates a model that outputs a probability score for each lead, which can then be used for prioritization.

Answer

Einstein Discovery

Answer

Einstein GPT

Answer

Einstein Lead Scoring

Question 4

A support manager wants to automatically classify incoming cases into the correct Type and Priority fields based on the case description. Which Einstein feature should be configured?

Accepted Answer

Einstein Case Classification. Einstein Case Classification is the correct feature because it uses machine learning to automatically predict the Type and Priority fields for incoming cases based on the text in the case description. This directly matches the requirement to classify cases without manual intervention, leveraging pre-trained or custom models within Salesforce.

Answer

Einstein Article Recommendations

Answer

Einstein Next Best Action

Answer

Einstein Discovery

Question 5

A company is using Einstein Activity Capture to sync emails and events from Gmail to Salesforce. However, certain internal emails from the IT department are being logged accidentally. Which configuration step should the admin take to prevent these emails from being captured?

Accepted Answer

Add the IT department's email domain to the Excluded Addresses list in sync settings. Einstein Activity Capture uses an 'Excluded Addresses' list in its sync settings to prevent specific email addresses or domains from being logged into Salesforce. By adding the IT department's email domain to this list, the admin ensures that any emails sent from or to that domain are automatically excluded from capture, stopping internal IT emails from appearing in Salesforce records without affecting other users.

Answer

Create an email-to-case rule to delete those emails

Answer

Disable Einstein Activity Capture for the IT department users

Answer

Use Einstein Email Insights to mark them as low priority

Question 6

A service team wants to automatically suggest relevant knowledge articles to agents while they are working on a case. Which Einstein feature should be enabled?

Accepted Answer

Einstein Article Recommendations. Einstein Article Recommendations uses AI to suggest articles based on case details.

Answer

Einstein Recommendation Builder

Answer

Einstein Case Classification

Answer

Einstein Next Best Action

Question 7

A sales rep wants to generate personalized email drafts to send to prospects based on opportunity data. Which feature should they use within Salesforce?

Accepted Answer

Sales GPT. Sales GPT is the correct feature because it uses generative AI to create personalized email drafts based on opportunity data, such as deal stage, product interest, and customer interactions. It leverages large language models to generate context-aware content directly within Salesforce, enabling the sales rep to quickly produce tailored communications without manual effort.

Answer

Einstein Conversation Insights

Answer

Einstein Opportunity Scoring

Answer

Einstein Email Insights

Question 8

Which Salesforce AI feature provides automated statistical analysis and generates plain-language stories about trends in data?

Accepted Answer

Einstein Discovery. Einstein Discovery automatically analyzes data and produces stories, charts, and improvement suggestions.

Answer

Einstein Forecasting

Answer

Einstein Prediction Builder

Answer

Einstein GPT

Question 9

An admin is using Einstein Prediction Builder to predict whether a case will escalate. They have selected the prediction field (binary) and the dataset. After training, they notice the model uses all available fields. What should they do to improve model performance and reduce noise?

Accepted Answer

Select relevant features (input fields) and exclude irrelevant ones. Einstein Prediction Builder automatically includes all available fields by default during training, which can introduce noise and reduce model accuracy. By manually selecting only relevant features (input fields) and excluding irrelevant ones, the admin reduces dimensionality, minimizes overfitting, and improves the model's predictive performance. This feature selection step is a standard best practice in machine learning to ensure the model focuses on meaningful predictors.

Answer

Increase the dataset size

Answer

Use a different algorithm by default

Answer

Change the prediction field to a different binary field

Question 10

A company wants to build an autonomous AI agent that can handle customer inquiries and perform actions like updating records or creating orders without human intervention. Which Salesforce solution should they use?

Accepted Answer

Agentforce. Agentforce is the correct solution because it is designed to build autonomous AI agents that can handle complex customer inquiries and perform actions like updating records or creating orders without human intervention. It leverages large language models and integrates with Salesforce Data Cloud to enable reasoning, planning, and execution of multi-step tasks autonomously.

Answer

Einstein Copilot

Answer

Einstein Bots

Answer

Einstein Prediction Builder

Question 11

Which Einstein feature provides AI-powered call recording analysis that tracks keywords, talk-time metrics, and next steps?

Accepted Answer

Einstein Conversation Insights. Einstein Conversation Insights analyzes call recordings and provides metrics and action items.

Answer

Einstein Email Insights

Answer

Einstein Activity Capture

Answer

Einstein Voice

Question 12

A marketing team wants to recommend products and content to website visitors in Experience Cloud. Which Einstein feature should they use?

Accepted Answer

Einstein Recommendation Builder. Einstein Recommendation Builder is designed for product/content recommendations in Experience Cloud.

Answer

Einstein Article Recommendations

Answer

Einstein Next Best Action

Answer

Einstein Prediction Builder

Question 13

An admin is configuring an Einstein Bot in Service Cloud. The bot needs to understand when a customer says 'I want to return a product' and route them to a return flow, but the bot is not recognizing phrases like 'return' or 'refund'. What should the admin do first?

Accepted Answer

Create a new intent named 'Return' and add training phrases like 'return item', 'refund'. Einstein Bots rely on Natural Language Understanding (NLU) to map user utterances to intents. By creating a new 'Return' intent and adding training phrases like 'return item' and 'refund', the admin provides the bot with the necessary examples to recognize and route these customer requests to the appropriate return flow.

Answer

Use Einstein Case Classification to classify the case

Answer

Disable the bot and use a flow instead

Answer

Add a handoff to human agent for all unrecognized phrases

Question 14

A company wants to use generative AI to draft knowledge articles from case resolutions. Which feature should they use?

Accepted Answer

Service GPT. Service GPT is the correct feature because it is specifically designed for service use cases, such as drafting knowledge articles from case resolutions. It leverages generative AI to summarize case details and create structured knowledge base content, directly addressing the company's need.

Answer

Prompt Builder

Answer

Einstein Copilot

Answer

Sales GPT

Question 15

A sales operations manager wants to improve the accuracy of Einstein Opportunity Scoring. Which TWO actions should they take? (Choose two.)

Accepted Answer

Ensure that historical opportunity data includes both won and lost records. Einstein Opportunity Scoring is a predictive model that learns from historical opportunity data to identify patterns that lead to wins or losses. Including both won and lost records ensures the model has a balanced training set, which is essential for accurately distinguishing between likely wins and losses. Without lost records, the model would be biased and unable to effectively predict negative outcomes.

Answer

Use Einstein Discovery to analyze the same data

Answer

Increase the number of records by duplicating existing opportunities

Answer

Manually override scores for high-value opportunities