AI Associate Salesforce Einstein AI Features Practice Question
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?
Answer choices
Why each option matters
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
✓
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 analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Use Einstein Sentiment Analysis to detect frustration
Why it's wrong here
While sentiment analysis could be used, it is not an essential step; the bot can be designed to detect keywords or use escalation based on user input.
- ✓
Configure a hand-off action to a human agent
Why this is correct
Hand-off actions transfer the conversation to a human agent when needed.
- ✓
Define a dialog that provides order status
Why this is correct
Dialogs define the conversation flow for each intent.
- ✗
Train a custom NLP model using Einstein Platform Services
Why it's wrong here
Einstein Bots have built-in NLP; custom training is not required for basic intents.
- ✓
Create an intent for 'Order Status'
Why this is correct
Intents categorize user input; order status is a key intent.
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This AI Associate practice question is part of Courseiva's free Salesforce certification practice question bank. Courseiva provides original exam-style practice questions with explanations, topic-based practice, mock exams, readiness tracking, and study analytics to help learners prepare for the AI Associate exam.