AI Capabilities in CRM

A financial services company uses Salesforce Service Cloud with Einstein Bots to handle account balance inquiries. The bot currently uses a standard intent 'CheckBalance' which recognizes phrases like 'What is my balance?' and 'Show my account balance.' The company wants to expand the bot to also answer questions about recent transactions, such as 'What were my last five deposits?' and 'Show my recent withdrawals.' The system administrator has added a new intent called 'RecentTransactions' and mapped it to a new flow. However, during testing, the bot often misclassifies 'CheckBalance' requests as 'RecentTransactions' when the user mentions a specific amount or date. Which action should the administrator take to resolve this misclassification?

A marketing manager wants to prioritize leads with the highest likelihood of conversion. Which Einstein feature should they use?

Which THREE are requirements for enabling Einstein features in a Salesforce org?

A sales rep wants to generate personalized email drafts for leads using AI. Which feature should the admin enable?

To recommend the most relevant action for a service agent during a call, which feature should be used?

Refer to the exhibit. A Salesforce admin sees this error when trying to enable Einstein Lead Scoring. What should the admin do to resolve the issue?

A service manager wants to automatically categorize incoming support cases based on the customer's description. Which Einstein feature should be used?

An admin is setting up Einstein Bot for a customer service chat. The bot needs to collect the customer's account number before transferring to a human agent. What should the admin configure?

A sales manager wants to automatically prioritize leads based on their likelihood to convert. Which Einstein feature should be used?

A company uses Salesforce and wants to provide automated chat responses for common customer inquiries. Which Einstein feature should be configured?

A company wants to use Einstein to predict which customers are likely to churn in the next 30 days. Which type of prediction should be created in Einstein Prediction Builder?

To identify common customer issues from chat transcripts using AI, which feature should be used?

Which TWO are best practices when implementing Einstein Bots? (Choose two.)

A company has a custom AI model for sentiment analysis and wants to use it in Salesforce without rebuilding. Which approach should they take?

A legal firm wants to automate contract clause generation using AI with preapproved language. Which approach should they use?

A company wants an AI chatbot that can handle customer inquiries about order status. Which tool should be configured?

Which TWO of the following are limitations of Einstein GPT? (Choose two.)

A retail company wants to increase average order value by showing personalized product recommendations on their website. They currently use Salesforce Commerce Cloud and have Einstein Recommendations enabled. However, they notice that recommendations are not reflecting recent customer interactions, such as items added to cart but not purchased. What should the administrator do to improve recommendation relevance?

A nonprofit organization uses Salesforce Nonprofit Cloud with Einstein Discovery to analyze donation patterns. They have activated a story that predicts which donors are most likely to churn (stop donating) in the next three months. The story shows a top influence called 'DonationFrequency' with a negative correlation: donors who donate less than once per quarter are 40% more likely to churn. The director of development wants to use this insight to create a retention campaign. However, the story also includes a field called 'LastDonationAmount' which has a small positive influence. The development team wants to ensure the predictions are actionable. What should the administrator do to maximize the effectiveness of the Einstein Discovery story for this retention campaign?

A mid-size company uses Sales Cloud with Einstein Lead Scoring and Einstein Activity Capture. The sales team reports that lead scores are not updating for leads that have been engaged via email and calendar events over the past two weeks. The admin checks the Einstein Lead Scoring model and finds that the model status is 'Active' and was retrained last month. The admin also verifies that Einstein Activity Capture is enabled and syncing data correctly. However, the lead scores remain unchanged. Upon further investigation, the admin discovers that the leads were created before the Einstein Lead Scoring model was activated, and the model's training data includes only leads created after activation. The company has over 10,000 leads, but only 200 were created after activation. Historical conversion data for leads created before activation is not being used. What should the admin do to ensure lead scores reflect recent engagement?

Which TWO statements are true about Einstein Prediction Builder in Salesforce? (Choose two.)

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?

Which TWO features are part of Einstein AI capabilities in Salesforce Sales Cloud?

A Salesforce admin notices that Einstein Account Scoring is not generating scores for all accounts. Some accounts have no score even though they meet the data requirements. What is the most likely cause?

An admin reviews the Einstein service configuration JSON. Based on the exhibit, which statement is true?

A Salesforce admin has enabled Einstein Opportunity Scoring but notices that some opportunities are not being scored. The admin checks the data and finds that the opportunities have all required fields. What could be another reason for missing scores?

Refer to the exhibit. An admin built a prediction model for case closure within 24 hours. The model accuracy is 72% with 500 training records. Which change would most likely improve accuracy?

A company wants to use AI to automatically recommend the best next action for service agents during a live chat with a customer. Which Einstein feature should be enabled?

An admin notices that Einstein Opportunity Scoring is not generating scores for new opportunities created in the past week. Which troubleshooting step should the admin take first?

A company uses Einstein Lead Scoring and finds that leads with high scores are not converting. What should the admin do to improve prediction accuracy?

Which THREE of the following are Einstein features available for Sales Cloud? (Choose three.)

A marketing team wants to predict which segment of customers will likely purchase a new product. Which Einstein feature is most appropriate?

Refer to the exhibit. An admin runs two queries on the Lead object. Both include the custom field Score__c used by Einstein Lead Scoring. The second query is significantly slower. What is the most likely cause?

Refer to the exhibit. An admin created a prediction using Einstein Prediction Builder. The prediction is configured to calculate a score on the Lead object. What does the JSON indicate about the model?

Which THREE factors influence the prediction accuracy of Einstein Lead Scoring?

Which TWO actions can be performed using Einstein Activity Capture?

A manufacturing company uses Salesforce Sales Cloud with Einstein Activity Capture to log emails and events automatically. The sales team has noticed that some emails from Microsoft Outlook are not appearing in the Einstein Activity Capture dashboard, even though the users have configured the connection correctly. The administrator checks the activity capture settings and sees that the data source is enabled and users have the correct permissions. The missing emails are from a specific domain, @supplier.com, which is a known vendor. What should the administrator do to ensure these emails are captured?

Universal Containers (UC) uses Einstein Lead Scoring to prioritize leads. They have 500,000 leads in the system. Recently, the model scores have been inconsistent: some leads with low activity receive high scores, while active leads score low. The model was trained 3 months ago. UC updates lead records daily via an external system, but the data is often incomplete (e.g., missing company size). Support has reported slow performance on lead views. The admin notices that the 'Data Refresh Status' for Einstein Lead Scoring shows 'Pending' for 2 weeks. UC wants to improve model accuracy and performance. Which action should the admin take first?

Refer to the exhibit. A developer wrote a trigger to call an Einstein prediction API on lead insert. When new leads are created, the trigger fails with a 'Too many SOQL queries' error. What is the most likely cause?

Which TWO are best practices when implementing Einstein Recommendation Builder?

A sales rep wants to use Einstein Activity Capture to automatically log emails and meetings. Which prerequisite must be met?