AI Associate AI Capabilities in CRM Practice Question
A service team uses Einstein Discovery to analyze customer churn. The story shows 'Average Resolution Time' is a key driver. What is the best action?
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
✓
Reduce Average Resolution Time through process changes
Einstein Discovery identifies drivers; reducing resolution time directly addresses root cause. Custom reports just show data, flows send alerts, processes update records but don't reduce time.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
Reduce Average Resolution Time through process changes
Why this is correct
Directly addresses the driver identified by AI.
- ✗
Update account records via process builder
Why it's wrong here
No impact on resolution time.
- ✗
Configure a flow to send churn alerts
Why it's wrong here
Alerts don't reduce churn.
- ✗
Create a custom report on churn
Why it's wrong here
Only visualizes existing data, not prescriptive.
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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.