AI Associate AI Fundamentals Practice Question
A company wants to use AI to automatically route customer support emails to the appropriate department (billing, technical, sales). Which THREE AI capabilities are needed? (Choose three.)
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
✓
Intent detection
Text classification categorizes emails, intent detection identifies the purpose, and entity extraction can identify account numbers or products to aid routing. Sentiment analysis is about emotion, not routing. Generative AI creates responses, not needed for routing.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
Intent detection
Why this is correct
Identifies the customer's intent, which maps to a department.
- ✓
Entity extraction
Why this is correct
Extracts key information like account numbers to route correctly.
- ✗
Sentiment analysis
Why it's wrong here
Sentiment analysis detects emotion, not the department needed.
- ✓
Text classification
Why this is correct
Classifies emails into predefined categories (billing, technical, sales).
- ✗
Generative AI
Why it's wrong here
Generative AI creates responses, not needed for routing.
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JA
Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
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.