AI Associate Salesforce Einstein AI Features Practice Question
A company wants to use Einstein GPT in Service Cloud to improve agent productivity. Which TWO features are available in Service GPT? (Choose 2)
⚠ Common exam trap
It's easy for candidates to confuse features across Einstein GPT products (Sales GPT, Service GPT, Marketing GPT) and may incorrectly associate call recording analysis or lead scoring with Service GPT, when they belong to separate Einstein tools.
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
✓
Knowledge article draft creation
Knowledge article draft creation is a feature of Service GPT that uses generative AI to automatically draft knowledge articles from case details, reducing manual effort for agents. Case summary generation is another Service GPT feature that produces concise summaries of case interactions, helping agents quickly understand case history and context.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Lead scoring
Why it's wrong here
Lead scoring is a separate Einstein feature.
- ✓
Knowledge article draft creation
Why this is correct
Service GPT can draft knowledge articles.
- ✗
Meeting follow-up generation
Why it's wrong here
Meeting follow-ups are part of Sales GPT, not Service GPT.
- ✓
Case summary generation
Why this is correct
Service GPT can generate case summaries.
- ✗
Call recording analysis
Why it's wrong here
Call recording analysis is Einstein Conversation Insights.
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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.