AI Associate Salesforce Einstein AI Features Practice Question
A service manager wants to use Einstein for case deflection. Which TWO features can help automatically resolve or route cases without agent involvement? (Choose two.)
⚠ Common exam trap
Candidates often confuse Einstein Next Best Action (a recommendation engine) with a feature that can automatically execute actions, when in fact it only suggests actions and requires manual intervention to complete them.
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
✓
Einstein Case Classification
Einstein Case Classification (A) automatically categorizes incoming cases and can route them to the appropriate queue or team without agent intervention, enabling deflection by ensuring the right resource handles the issue. Einstein Bots (D) use natural language processing to handle common customer inquiries, resolve issues, or collect information before escalating, all without requiring a live agent.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
Einstein Case Classification
Why this is correct
Classification can route cases to the right queue for faster resolution.
- ✗
Einstein Next Best Action
Why it's wrong here
Next Best Action recommends actions to agents, not automated deflection.
- ✗
Einstein Discovery
Why it's wrong here
Discovery analyzes data, does not deflect cases.
- ✓
Einstein Bots
Why this is correct
Bots can handle common queries and deflect cases.
- ✗
Einstein Article Recommendations
Why it's wrong here
Article Recommendations suggest articles but do not automatically resolve cases.
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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.