scenario questions

A company uses Einstein GPT to generate email responses. They want to automatically audit generated responses for potentially harmful or biased language before sending. Which Salesforce feature should they use?

A financial services firm wants to use AI to detect fraudulent transactions. They have a dataset with 1% fraudulent and 99% legitimate transactions. Which THREE actions should they take to address class imbalance? (Select THREE.)

A financial institution uses an AI system to approve loan applications. The system denies loans to applicants from certain postal codes at a higher rate. The model includes 'postal code' as a feature. Which ethical consideration is most directly violated?

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 company is deploying an AI model to automatically approve or reject small loan applications. To comply with the right to explanation under GDPR, what capability must the system provide?

A service team wants to use Einstein GPT to improve agent productivity. Which TWO Einstein GPT features are designed specifically for service scenarios?

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

A service agent needs quick access to relevant knowledge articles while handling a case. Which Einstein feature provides article recommendations automatically?

A company wants to create a custom AI model that predicts whether a support case will be escalated based on historical case data. Which tool allows building this custom prediction without writing code?

A company uses Einstein Forecasting to predict sales. What is a key difference between the AI forecast and the rep commit forecast?

A company wants to use Einstein GPT to generate case summaries and knowledge article drafts. Which TWO Einstein GPT features are applicable?

A marketing team wants to display personalized product recommendations on an Experience Cloud site. Which Einstein feature should they use?

A company wants to create an autonomous AI agent that can handle complex customer service tasks like processing returns and updating orders without human intervention. Which Salesforce feature should they use?

A nonprofit uses Einstein Vision to classify images of disaster areas. What is the primary benefit of using AI for this task?

A financial services firm wants to deploy an autonomous AI agent that can handle complex loan application processes, including verifying documents, checking credit scores, and requesting additional information. The agent must be able to take actions in Salesforce and escalate to a human when needed. Which Salesforce tool should they use?

During an AI ethics review, a stakeholder asks how Salesforce ensures that Einstein models do not discriminate based on protected attributes. Which mechanism addresses this concern?

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

An admin is configuring an Einstein Bot in Service Cloud. The bot needs to understand when a customer says 'I want to return a product' and route them to a return flow, but the bot is not recognizing phrases like 'return' or 'refund'. What should the admin do first?

A developer needs to use the Einstein Vision and Language Platform to classify images and extract named entities from text. Which THREE API capabilities should they use?

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

A service manager wants to provide agents with suggested knowledge articles while they are working on a case. Which Einstein feature should be enabled?

An admin configures Einstein Lead Scoring but notices that scores for all leads are stuck at 99, even for clearly low-quality leads. What is the most likely cause?

Which THREE components are essential for an ethical AI governance framework within a large enterprise?

A company uses Einstein Analytics to predict employee performance and identifies low-performing employees with high confidence. What is a potential ethical concern?

Which three practices help maintain data quality for AI models in Salesforce? (Choose three.)

A company wants to build a custom AI prediction model that predicts whether a customer will churn (yes/no) based on Salesforce data. They have historical data on churned and retained customers. Which Einstein feature should they use, and what type of prediction field is required?

Refer to the exhibit. A Salesforce admin is troubleshooting email capture failures. Based on the log, which configuration step is most likely missing?

A company uses Einstein Prediction Builder to predict customer churn. The data includes account creation date, number of support cases, and average payment delay. After training, the model shows low confidence scores. What is the most likely cause?

A Salesforce admin wants to ensure that customer data used by Einstein features is not retained by Salesforce to train foundation models. Which component of the Einstein Trust Layer enforces this commitment?

A company is deploying an AI model that recommends next best actions for sales reps. They notice that the model's recommendations are biased towards high-revenue opportunities. Which data-related action can help reduce this bias?

An admin has built an Einstein Bot that handles order status inquiries. However, when customers type 'Where is my order?', the bot often does not understand and escalates incorrectly. What is the most likely cause?

A company wants to use AI to automatically qualify leads without human intervention. However, they are concerned about potential bias in the model. Which Salesforce approach can help them detect and mitigate bias in their lead scoring model?

A company is using Einstein Activity Capture to sync emails and events from Gmail to Salesforce. However, certain internal emails from the IT department are being logged accidentally. Which configuration step should the admin take to prevent these emails from being captured?

Which TWO of the following are common causes of model drift in Einstein Discovery?

A company is deploying an AI-powered chatbot for customer service. The chatbot is trained on historical support tickets. Which ethical consideration is MOST important to address before deployment?

A sales rep noticed that the Einstein Lead Scoring prediction bar shows 'No score available' for many leads. The admin confirmed that Einstein Lead Scoring is enabled and the permission set is assigned. What is the most likely cause?

A model trained on CRM data predicts customer lifetime value (CLV) with high accuracy, but when deployed, predictions are significantly off for new customer segments. What is the most likely cause?

A service team trains an Einstein Bot on historical chat transcripts. After deployment, the bot frequently fails to understand customer intents. Which action is most likely to improve performance?

A company wants to use Einstein Activity Capture to log emails and events automatically. Which two considerations should the admin evaluate before enabling this feature?

A company is developing a sentiment analysis model for customer reviews. The team wants to ensure the model is fair and does not exhibit bias. Which TWO actions are MOST effective? (Choose two.)

A business wants to build a custom AI model to classify images of products and also create a chatbot that answers customer queries about those products. Which THREE Einstein features would they likely use? (Choose 3)

A global retail company with 50,000+ users has deployed Einstein Activity Capture across Sales and Service Clouds. After two weeks, the VP of Sales reports that only 60% of emails sent from Outlook are being logged in Salesforce. Users have installed the Einstein Activity Capture plugin and have the correct permission set. The admin has verified that the email logging settings are enabled for all users. The company uses Exchange Online. What should the admin investigate first?

An admin wants to automatically log emails and events from Outlook or Gmail to Salesforce without manual user action. Which feature should they enable?

A retail company wants to display personalized product recommendations on their Experience Cloud site based on customer browsing behavior. Which Einstein feature should they implement?

A company uses Salesforce Data Cloud to unify customer data from multiple sources. After connecting a data stream, they notice that records are missing from the unified profile. What is the most likely cause?

A company receives a complaint that their Einstein Next Best Action recommendations are consistently suggesting different products based on the customer's ZIP code, leading to unequal access. What should the company do first?

Refer to the exhibit. A dataflow is set up to prepare data for a prediction model. The model is expected to predict close probability for all open opportunities. What is wrong with this dataflow?

A sales rep wants to automatically log emails and events to Salesforce without manual entry. Which feature should the admin enable?

Which Einstein feature uses AI to automatically log user emails and events to Salesforce records without manual effort?

A Salesforce admin is training an Einstein Bot to answer customer questions. Which data source should the bot use to provide accurate responses?

A Salesforce admin wants to use Einstein GPT to generate personalized email content for a marketing campaign. To ensure the AI does not produce responses that include sensitive customer data or violate company policies, which Salesforce feature should the admin configure?

A retail company wants to use AI to predict next month's sales for each product category. They have five years of monthly sales data. Which THREE factors are most critical for the accuracy of the predictive model? (Select THREE.)

A marketing manager wants to display product recommendations on a community site powered by Experience Cloud. Which Einstein feature should they integrate?

Refer to the exhibit. A Salesforce CLI output shows the status of Einstein models in the org. Which model should the administrator investigate first?

A sales operations manager wants to use Einstein to automatically prioritize leads based on their likelihood to convert. The team needs a score from 1 to 99 that updates dynamically as new lead data is captured. Which Einstein feature should they use?

A company is designing an AI system to screen job applicants. To ensure fairness, which practice should be implemented?

A data scientist is building a custom AI model using Salesforce Data Cloud. They want to follow best practices for data minimisation and consent management. Which THREE steps should they take?

A company is training a customer service chatbot using historical conversation logs. Which TWO data preparation practices should be followed to ensure data quality?

Refer to the exhibit. A Salesforce admin evaluates an Einstein Prediction Builder model for customer churn. What should be the admin's primary concern based on the exhibit?

An organization uses Einstein Conversation Insights to analyze sales call recordings. They want to automatically capture next steps discussed during calls and log them as tasks in Salesforce. Which feature should they use?

A marketing team wants to recommend products to customers based on their past purchases and browsing behavior. Which type of AI is most appropriate?

A service manager wants to recommend knowledge articles to agents handling cases. Which TWO Einstein features can be used for this purpose?

A sales team uses Einstein Lead Scoring and notices that the model gives disproportionately low scores to leads from a certain demographic group. The team suspects historical bias in the training data. Which THREE steps should they take to address this bias?

A company is implementing Einstein Prediction Builder to forecast sales opportunities. They want to ensure transparency and trust with their sales team. Which TWO practices should they adopt?

Refer to the exhibit. A data file for click-through model training has the above content. Which data quality issue is most critical to address before training?

A service manager wants to analyze recorded customer service calls to identify top keywords, measure talk-time ratios, and capture next steps automatically. Which Einstein product should they use?

An admin is setting up Einstein Prediction Builder to predict whether a lead will convert. The admin has selected the prediction field and data set. What is the next step in the configuration wizard?

A company is using Einstein Discovery to predict customer churn. The model was created six months ago and has been making predictions. Recently, the model's accuracy has dropped significantly. The data scientist confirms that the data schema has not changed. What is the most likely reason for the drop in accuracy?

A company wants to use Agentforce to create an autonomous agent that can handle order cancellations. Which TWO components are required when building the agent in Agent Builder?

A company wants to use AI to automatically assign a priority (High, Medium, Low) to incoming cases based on the case description and account history. Which feature should they configure?

A credit scoring AI uses 50 features including zip code, age, and income. The model has high accuracy but denies credit disproportionately to a protected group. An audit reveals that zip code is a proxy for race. What is the best course of action?

A marketing director wants to use Einstein Engagement Scoring to prioritize leads. She has enabled Einstein and assigned the permission set to users. However, the Engagement Score field is not visible on any lead record. The admin checked the field-level security and it is visible to all profiles. What should the admin do next?

An admin wants to provide a conversational AI assistant within the CRM that can answer user questions about records, generate summaries, and create tasks. Which feature should they enable?

Which TWO actions help ensure transparency in AI systems according to Salesforce's ethical AI guidelines?

A data analyst is evaluating data quality for an Einstein model. Which TWO dimensions are most critical for model accuracy?

A healthcare company uses Einstein Prediction Builder to predict patient no-shows. After training a model, they receive a low prediction accuracy. Which THREE actions should they take to improve?

Which THREE of the following are required when setting up a data stream from Salesforce to Data Cloud?

Which TWO of the following are capabilities of Einstein Conversation Insights?

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

A company using Einstein Bots wants to improve the bot's ability to understand varied customer expressions (e.g., 'I want a refund', 'money back', 'return my purchase'). Which component should they configure to map these expressions to a common intention?

A company uses Einstein Forecasting for revenue prediction. The historical data shows seasonal spikes every quarter. The model consistently underestimates peak periods. What is the best data preparation step to improve accuracy?

A company uses Einstein Conversation Insights to analyze sales call recordings. They want to automatically capture action items from each call. How can they achieve this?

Which THREE factors should an AI Associate consider when evaluating a model for potential bias?

Which statement best describes 'inference' in the context of machine learning?

A company is developing an AI system that makes loan approval decisions. Under GDPR, customers have the right to request an explanation of how the decision was made. Which Salesforce feature provides this explanation?

A company uses Einstein Lead Scoring and notices that leads with a score above 90 are not converting as expected. They suspect the model is overfit to historical patterns. What should they do to improve model performance?

A company uses Einstein Discovery to analyze sales data. They want to understand the key drivers of deal closures. Which THREE output types can Einstein Discovery provide? (Choose 3)

Which TWO practices are recommended when using AI for automated decision-making in hiring?

A company is building a sentiment analysis model for customer reviews. They want to measure its performance. Which TWO metrics are most appropriate for evaluating a classification model?

A company wants to use AI to automatically extract key information (e.g., invoice number, date, total amount) from scanned PDF invoices. Which AI capability should they use?

A company wants to use Einstein Discovery to analyze sales data and automatically uncover key drivers of deal closure. What must the admin provide to create a story?

What is the primary purpose of the Einstein Copilot feature in Salesforce?

A company uses Einstein Bots for customer support. They want the bot to understand when a customer says 'I want to return a product' and trigger a return flow. What must be configured to recognize this intent?

A company uses Einstein Prediction Builder to create a custom model that predicts whether a support case will be escalated. The model is built and published, but when the admin looks at the case record, the prediction field shows 'No Prediction' for all cases. The prediction is set to run on case creation and update. What should the admin check?

A financial services company deploys an AI system to approve small business loans. The system uses a deep neural network trained on historical loan data. After deployment, an internal audit reveals that the approval rate for minority-owned businesses is 15% lower than for non-minority-owned businesses with similar financial profiles. The company's AI Ethics policy requires that AI systems be fair and transparent. The data science team has access to the training data, model architecture, and feature importance scores. The company wants to understand why the disparity exists and take corrective action. Which approach should the team take first?

An admin wants to create a prompt template that generates a personalized sales email for a lead using fields like Company, Industry, and Lead Source. The email should be generated when a user clicks a button on the lead record. Which Prompt Builder template type is appropriate?

A sales operations manager wants to compare the AI-predicted forecast against the sales rep's manual commit for the current quarter. Which Einstein feature provides this comparison?

A company wants to automatically generate draft email replies to customer support inquiries using generative AI. Which Einstein GPT feature is designed for this purpose?

Refer to the exhibit. A company uses an AI model for loan approvals. The error log shows a drift warning for a specific zip code, followed by a retraining failure due to insufficient data. What is the MOST ethical concern?

A financial services company is deploying Einstein Prediction Builder to predict loan default risk. They are concerned about using sensitive attributes like race or gender in the model. Which data governance practice should they apply?

A data analyst is preparing data for a machine learning model. They notice that many records have missing values for the 'industry' field. What is the best first step?

A user asks an Einstein chatbot 'What is my current account balance?' The chatbot has been trained on transactions but is not supposed to reveal account data. Which ethical principle is at risk?

A marketing manager wants to use Einstein to personalize email content for each customer. However, they are concerned about violating CCPA if they use certain data. Which data use would be MOST likely to raise a CCPA concern?

A company is implementing Einstein Activity Capture. They want to ensure that emails between the sales rep and the company's legal department are NOT logged. Which TWO actions should the admin take?

A sales admin wants to automatically log emails and events from a sales rep's email client to Salesforce without manual entry. Which feature should they enable?

What is the primary purpose of the Einstein Trust Layer in Salesforce's AI architecture?

A marketing team wants to recommend products and content to website visitors in Experience Cloud. Which Einstein feature should they use?

Which Einstein feature helps agents by suggesting relevant knowledge articles while working on a case?

A company wants to use Einstein Next Best Action to recommend actions to sales reps. Which TWO components are part of the Next Best Action strategy? (Choose 2)

Which Salesforce AI feature provides automated statistical analysis and generates plain-language stories about trends in data?

A sales operations manager wants to automatically prioritize leads based on historical conversion data. Which Salesforce Einstein feature should they use to create a custom predictive model without writing code?

A company wants to use Einstein GPT in Service Cloud to improve agent productivity. Which TWO features are available in Service GPT? (Choose 2)

A company wants to use Einstein Vision for product categorization. To ensure ethical use, they should:

A data scientist is training a model to predict customer churn. To ensure fairness, what should the data scientist do?

An admin wants to create a custom AI model that predicts whether a support case will be escalated (Yes/No) based on historical cases. The training data includes fields like Subject, Description, Account Tier, and Product Family. Which Einstein feature should they use?

Refer to the exhibit. A developer runs a SOQL query. What does the output indicate?

A developer wants to use AI to automatically extract key entities like dates, product names, and amounts from customer emails and store them in Salesforce fields. Which Einstein API should they use?

A sales manager wants to automatically prioritize leads based on their likelihood to convert. The team uses Salesforce Sales Cloud and has historical lead data with conversion outcomes. Which Einstein feature should they use to create a custom prediction model?

A company wants to use Einstein Prediction Builder to predict whether a support case will be escalated within the first 24 hours. Which field should be selected as the prediction field?

A retail company implements an AI chatbot to recommend products. After launch, they notice the chatbot frequently suggests expensive items to budget-conscious customers. Which AI bias is most likely occurring?

A sales rep wants to see which of their leads are most likely to convert, ranked from 1 to 99, directly in the lead list view. Which feature provides this capability?

Which Einstein feature uses generative AI to help sales reps compose personalized emails directly in Salesforce?

A company wants to build an autonomous AI agent that can handle customer inquiries and perform actions like updating records or creating orders without human intervention. Which Salesforce solution should they use?

A company wants to use AI to analyze customer feedback from surveys and social media. Which TWO capabilities are most relevant?

A large enterprise needs to integrate data from Salesforce CRM, an external ERP, and marketing automation to train an AI model for cross-sell recommendations. Which data storage strategy is most aligned with Salesforce's AI capabilities?

A marketing team wants to use Einstein Engagement Scoring to prioritize leads. What is the primary input for this AI feature?

A sales leader wants to compare each rep's forecast against an AI-generated prediction for the same period. Which Einstein feature provides this comparison?

A sales manager wants to implement Einstein Automated Contacts to automatically create contacts from email interactions. The admin enables the feature and assigns the permission set. However, no contacts are being created automatically. What is the most likely reason?

A company is subject to GDPR and wants to use customer purchase history to predict future buying behavior. What is the primary requirement they must fulfill under GDPR when using customer data for AI predictions?

A marketing manager wants to understand why a specific lead received a high score from an Einstein model. Which Salesforce feature provides the most detailed explanation?

A dataset contains a 'date' column. Which feature engineering technique would best capture both long-term trends and seasonal patterns?

A company uses Einstein Discovery to analyze sales data and wants to share the findings with business stakeholders who are not Salesforce users. What is the recommended way to share the story?

A data scientist is training a model to predict churn. The model achieves 99% accuracy on training data but only 60% on test data. Which issue is most likely occurring?

A healthcare organization uses Einstein Next Best Action to recommend treatment plans to practitioners. A patient disputes a recommendation, claiming it was based on inaccurate historical data. Under GDPR, the patient has the right to obtain an explanation of the automated decision. Which Salesforce feature directly supports this right to explanation?

A company wants to build a chatbot in Service Cloud that can handle common customer queries and escalate to a human agent when needed. Which tool should they use?

A company uses Einstein Bots to handle customer inquiries. To comply with GDPR's right to explanation for automated decisions affecting customers, which TWO capabilities must the bot implementation include?

A company is using Einstein Discovery to improve customer retention. The data scientist wants to understand the key drivers of churn and receive actionable recommendations. Which THREE capabilities of Einstein Discovery support this goal?

A company is developing a chatbot for customer service. They want to ensure the bot does not generate offensive responses. Which practice should they implement?

A sales team uses an AI model to prioritize leads. The model's predictions are not improving despite adding more data. Which THREE factors could explain this? (Choose three.)

A data engineer is troubleshooting a predictive model that stopped updating. The data flow from Data Cloud shows 'Data Transform Failed' with error: 'Field Amount cannot be null'. What is the most likely cause?

A retail company uses Einstein Next Best Action with customer data from Data Cloud. The recommendations are not personalized. The admin checks the data quality dashboard and finds that the 'Customer_Profile' object has 40% records with missing 'PreferredChannel' field. What is the best course of action?

Which type of machine learning is used to predict customer churn based on historical labeled data?

A company has been using Einstein Lead Scoring for six months. Recently, the lead score confidence has dropped from 85% to 60%. The admin reviews the model and finds that many leads have missing data in custom fields used by the model. The admin also notices that field history tracking is not enabled on the Lead object. The lead volume is adequate with over 10,000 leads. What should the admin do to improve the model's confidence?

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?

A user wants to automatically log emails and events from their email client to Salesforce without manual entry. Which feature should they enable?

Which THREE factors should be considered when evaluating the quality of a dataset for an AI model?

A data scientist trains a lead scoring model that achieves 99% accuracy on training data but only 65% accuracy on a held-out test set. What is the most likely issue?

Which TWO actions are recommended when preparing data for an Einstein Prediction Builder model?

An administrator is setting up Einstein Bots for a service center. They want the bot to understand when a customer says 'I want to return my order' and route to the returns process. What must the admin configure in the bot builder?

You are a data scientist at a retail company. The company uses Einstein Discovery to analyze customer purchase patterns. The model is built on a dataset of 50,000 transactions. The model's R-squared is 0.85, but the predictions for new customers are consistently off by a large margin. The data includes features like 'Customer Age', 'Income', 'Previous Purchases', and 'Product Category'. The model was trained on data from the past two years. However, six months ago, the company launched a new loyalty program that significantly changed purchasing behavior. You suspect the model is not generalizing to new customers. What should you do to validate your hypothesis?

A company uses Einstein Discovery to analyze their sales pipeline. They see a waterfall chart showing the expected revenue changes from one stage to the next. What does the waterfall chart primarily help identify?

A company uses Einstein Prediction Builder to forecast customer churn. The data science team discovers that the model is heavily influenced by a field containing the customer's income, which the company legally cannot use for automated decisions in certain jurisdictions. Which TWO steps should the team take to address this ethical and compliance issue?

A company wants to implement an autonomous AI agent in Salesforce that can handle customer service cases end-to-end. Which feature should they use?

A company uses AI to generate personalized email content for marketing campaigns. They notice the AI occasionally produces factually incorrect statements. Which THREE actions should they take to mitigate this?

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 CRM administrator is planning to implement predictive AI for lead scoring. Which TWO actions should be taken to ensure data quality?

A sales operations manager wants to use AI to predict which leads are most likely to convert. The CRM has historical data on past leads, including whether they were won or lost, along with demographic and behavioral attributes. Which machine learning type should be used?

A developer wants to build a custom app that classifies images of products into categories (e.g., shoes, bags). The app must run in Salesforce and use Einstein AI. Which approach is MOST appropriate?

A company is implementing Einstein Lead Scoring and wants to ensure transparency for sales reps. According to Salesforce's Trusted AI principles, what should the company communicate to users about the AI-generated scores?

A manager wants to use Einstein Forecasting to compare the AI-predicted forecast against sales reps' committed forecast amounts. Where in Salesforce can they view this comparison?

Which THREE factors should be considered when evaluating the fairness of an AI model?

A developer wants to use AI to classify images uploaded to Salesforce. Which platform/service should they use?

A company uses Einstein Bots to handle customer service inquiries. The bot often fails to understand complex requests, leading to escalations. Which improvement strategy is most effective?

A nonprofit organization uses Salesforce to manage donor relationships. They have implemented Einstein Prediction Builder to predict which donors are likely to upgrade their donation level in the next 90 days. The model was built using a custom object "Donation" with fields like Amount, Frequency, and Campaign. After deployment, the predictions seem random and do not correlate with donor engagement. The admin suspects the model is not trained on enough records. The organization has 500 donors with at least two donations each. What should the admin do to improve the model?

A service manager wants to use AI to automatically suggest knowledge articles to agents during case handling. Which TWO Einstein features can fulfill this requirement?

A company is building a text classification model for customer support tickets. They have a dataset of 10,000 tickets. The team decides to use active learning for labeling. Which approach best aligns with active learning principles?

A marketer wants to use Einstein Segment Creation to build a segment for a campaign. Which data source can be used?

A company is building an Einstein Bot that needs to handle customer inquiries and escalate to a human agent when necessary. The bot must also analyze conversations to improve its performance. Which THREE capabilities should they configure? (Choose 3)

An AI system is used to approve loan applications. The model uses income, zip code, and credit score as features. What is a potential ethical concern?

A company wants to improve sales forecast accuracy by incorporating AI predictions that compare rep commits with statistical forecasts. Which Einstein feature should they use?

Which THREE strategies can help mitigate bias in an AI model? (Choose three.)

A company wants to build a custom AI model that predicts whether a support case will be escalated based on fields like case origin, priority, and description. They want to use existing Salesforce data without coding. Which tool should they use?

Which TWO are common data quality issues that can negatively impact AI model performance?

Which THREE are key ethical considerations for AI according to Salesforce?

A data scientist needs to prepare data for Einstein Discovery. The dataset includes a field 'Customer_Status__c' with values 'Active', 'Inactive', and 'Churned'. How should this field be treated?

A team is building a pipeline to train a model daily. The source data arrives in CSV files but needs to be converted to Parquet for efficiency. Which pipeline step should perform this conversion?

A company wants to deploy an Einstein AI model that uses sensitive customer data. Which practice should they follow to comply with data privacy regulations?

A sales manager wants to see how AI-predicted forecast amounts compare to sales reps' committed amounts. Which feature provides this comparison?

A company wants to build a chatbot that can understand customer intents like 'open a case' or 'check order status' and route conversations accordingly. They need the bot to be trained with natural language examples. Which Einstein Bot component is used to map user phrases to actions?

A company wants to use Einstein Forecasting to compare AI-generated predictions against sales rep commitments. They have enabled the feature and entered their sales data. What must they do to view the AI forecast?

Which THREE actions are recommended when preparing data for Einstein Next Best Action? (Choose 3)

An administrator wants to build a custom AI model that predicts whether a support case will be escalated based on historical case data. The prediction must be binary (escalated or not). Which tool should they use?

A call center manager wants to analyze recorded sales calls to identify keywords, measure talk-time, and capture follow-up tasks. Which Einstein feature provides these capabilities?

A global retail company deploys an AI-powered chatbot for customer service. The chatbot uses natural language processing to understand and respond to customer inquiries. After deployment, the company notices that the chatbot consistently provides less accurate and less helpful responses to customers from non-English-speaking regions, particularly those using dialects or slang. The company's data science team trained the model primarily on English-language customer service transcripts from the US and UK. The AI Ethics team has raised concerns about fairness and potential bias. The company wants to address this issue while maintaining overall performance and minimizing cost. Which action should the company take first?

A sales manager wants to automatically capture emails and events from a sales rep's Outlook calendar and inbox into Salesforce without manual effort. Which feature should be enabled?

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

A company is deploying an Einstein chatbot to handle customer support inquiries. They want to ensure compliance with data privacy regulations and ethical AI principles. Which TWO actions should they take?

A data analyst is troubleshooting Einstein Article Recommendations that are not showing up on the site. Which TWO checks should be performed first? (Choose 2)

An admin is setting up Einstein in a new Salesforce org. They need to automatically log emails from Gmail and analyze sales call recordings. Which TWO features should they enable? (Choose 2)

A service manager wants to automatically log emails and events from Gmail into Salesforce without manual user intervention. Which Einstein feature should they enable?

A sales manager wants to use Einstein Opportunity Scoring to improve forecasting. Which TWO statements are true about Einstein Opportunity Scoring?

When a Salesforce admin enables 'Score Factors' for an AI prediction, what does this provide to end users?

A sales rep wants Einstein to automatically capture emails and calendar events to Salesforce without manual logging. Which feature enables this?

An administrator is setting up Einstein Forecasting. Which TWO statements accurately describe this feature?

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

Which THREE types of data sources are commonly integrated into Salesforce Data Cloud for AI use cases?

A Salesforce admin wants to automatically classify incoming service cases by Priority (High, Medium, Low) based on case fields like Subject, Description, and Account Type. Which Einstein feature should they use?

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?

A company uses generative AI to create personalized email content for each customer. They notice that occasionally the AI produces content that is factually incorrect. What is this phenomenon called?

A nonprofit organization wants to use Einstein Bots to handle inquiries on their website. They are concerned that the bot may give incorrect or insensitive responses. Which feature should they prioritize to maintain trustworthy AI?

A marketing manager wants to predict which customers are most likely to respond to a new email campaign. Which type of machine learning is most appropriate?

A service manager wants to automatically categorize incoming cases based on their description. Which Einstein feature should be used?

Which Einstein feature analyzes call recordings to identify keywords, talk-time metrics, and suggested next steps?

Data quality is critical for AI model performance. Which three data quality dimensions should be monitored? (Choose three.)

A company wants to use Einstein Prediction Builder to predict customer churn. They have a dataset with 10,000 records and 50 features. What is the primary consideration for model accuracy?

A company wants to use Einstein Conversation Insights to analyze sales call recordings. Which TWO capabilities does this feature provide?

An administrator is configuring a Salesforce AI model that uses historical sales data. The data includes fields like 'Amount', 'Close_Date', and 'Lead_Source'. What is the primary purpose of data preprocessing in this context?

A customer service team wants to automatically route incoming emails to the appropriate department based on content. Which NLP capability is essential for this task?

A data scientist notices that an Einstein Discovery model predicts a low probability of conversion for all leads in a new campaign, even though the campaign targets high-value accounts. Which initial diagnostic step should be taken?

An admin is configuring Einstein Bots for a service center. They want the bot to understand when a customer says 'I want to return my order' and route to a return flow. What must the admin create to enable this understanding?

What is the primary purpose of the Einstein Trust Layer's zero data retention setting?

A data scientist is evaluating a custom Einstein model for a lead scoring use case. The model's precision is 0.9, recall is 0.5. What is the most important improvement priority?

An admin wants to use Einstein Reply Recommendations in Service Cloud. Which ethical consideration is most important to implement before enabling the feature?

A company needs to predict which support cases are likely to escalate based on historical case data. They have a clear binary outcome (escalated vs not escalated) and want to select features from their case records. Which Einstein tool should they use?

A company is developing an AI system to assist with hiring. Which TWO practices are essential for ethical AI deployment?

A financial services company uses Salesforce AI to detect fraudulent transactions. The dataset has 1 million legitimate transactions and only 1,000 fraudulent ones. The model trained with default parameters achieves 99.9% accuracy but identifies no fraud (precision and recall of 0). The data scientist wants to maximize fraud detection (recall) while minimizing false positives. Which approach is most effective?

A sales operations team wants to automatically categorize incoming support cases into predefined categories (e.g., Billing, Technical, General). The team has thousands of historical cases with correct category labels. Which AI approach should they use?

A sales rep wants to generate a personalized email to a prospect using AI. Which Einstein GPT feature should they use?

A company wants to generate personalized marketing email content for each customer, including product recommendations and tailored copy. Which AI approach is BEST?

A Salesforce admin wants to use Einstein Prediction Builder to predict case resolution time. What type of data is most critical for training this model?

An admin is configuring Einstein Opportunity Scoring and notices that the score is not appearing on the Opportunity record page. They have enabled the feature and assigned the permission set. What else is required for the score to display?

A sales operations manager wants to ensure that the AI-driven lead scoring model in Salesforce does not discriminate against certain demographic groups. Which Salesforce tool or feature should they use to regularly check for bias in the model's predictions?

An organization wants to use Einstein Conversation Insights to analyze sales call recordings. Which THREE pieces of information can Einstein Conversation Insights provide?

A service manager wants to automatically categorize incoming cases into standard fields like Type, Priority, and Reason based on historical case data. Which Einstein feature should they use?

A sales team wants to use Einstein Opportunity Scoring to improve win rates. Which TWO statements about Einstein Opportunity Scoring are correct? (Choose 2)

A company's Einstein Discovery model for customer lifetime value shows a significant correlation between predicted value and customer's postal code. The company is concerned about ethical implications. What is the most appropriate response?

A company wants to use generative AI to draft knowledge articles from case resolutions. Which feature should they use?

A company wants to build a chatbot that can understand natural language queries and escalate to a human agent when needed. Which tool should they use?

A data scientist is evaluating the performance of an Einstein Discovery model. They observe that the model has high accuracy but low precision for a specific prediction class. What does this indicate?

A company is preparing customer data for a predictive model. They notice that many records have missing values for the 'annual income' field. Which approach is best to handle this issue while minimizing bias?

An organization using Einstein Prediction Builder wants to ensure that no customer personally identifiable information (PII) is used in model training. Which data governance practice should they enforce?

An AI system is used to detect fraud in financial transactions. Which THREE steps should be taken to address ethical concerns?

A Salesforce admin is configuring Einstein Bots for a customer service channel. They want the bot to automatically send promotional offers to customers identified as high-value. Which combination of settings best ensures ethical AI and compliance with data privacy regulations?

An administrator is setting up Einstein GPT for service agents. They want to enable case summary generation and knowledge article draft creation. Which TWO Einstein GPT features should they configure?

A data pipeline fails intermittently when processing large CSV files. The error log shows 'OutOfMemoryError'. Which configuration change is most likely to resolve this?

A company wants to use generative AI to automatically generate personalized email drafts for sales reps to send to leads. Which Einstein GPT feature should be used?

A business analyst wants to create a custom AI model that predicts whether a lead will convert, based on historical lead data. They need to select the correct prediction field, data set, and features. Which Salesforce tool should they use?

A company uses Einstein Bots to handle basic customer inquiries. When a customer asks a question that the bot cannot answer, the bot should transfer the conversation to a human agent. Which bot configuration is necessary?

A retailer wants to recommend products to customers based on their purchase history and browsing behavior. Which AI approach is most suitable?

A company wants to use AI to automatically extract key information (e.g., invoice number, date, total amount) from scanned invoices. Which THREE technologies should be combined?

A marketing team wants to display personalized product recommendations to website visitors in Experience Cloud. Which feature should they use?

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

A developer wants to build a custom application that classifies customer images (e.g., product photos) into categories using Einstein AI. Which API should they use?

What is the term for when an AI model produces confident but incorrect information, often in generative AI?

A company wants to build an autonomous AI agent that can take actions in Salesforce, such as updating records and sending emails, based on user instructions. Which tool should they use?

A data governance officer wants to ensure that customer data used in Einstein Prediction Builder is not retained by Salesforce after the prediction is made. Which Einstein Trust Layer capability guarantees this?

A company has international customers and wants Einstein Prediction Builder to forecast deal closure probability. The data includes fields like 'region', 'product line', and 'deal amount'. What is a best practice to ensure the model works for all regions?

Refer to the exhibit. A Salesforce admin is reviewing an AI model's fairness report. Which action should the admin take?

An admin is configuring Einstein Lead Scoring. They want to ensure the lead score is visible in list views and reports. Which TWO settings or actions are required?

Refer to the exhibit. Based on the JSON policy for AI fairness checks, which fairness metric is NOT enabled?

An admin is configuring Einstein Prediction Builder to predict case escalation. Which TWO components must be selected during setup?

A data scientist notices that a churn prediction model has high variance: small changes in training data cause large changes in predictions. Which technique is BEST to address this?

A service agent receives an Einstein-generated case summary from Service GPT. The summary contains an error — it mentions a product the customer never purchased. What is the MOST likely cause?

A company wants to train an AI model to predict customer churn using historical data that contains many missing values. What is the best practice for handling missing data?

A company deploys an AI recommender system that personalizes content. The system is trained on user click data. After deployment, the company notices that the system increasingly recommends sensationalist content, leading to user polarization. Which principle is being violated?

A data scientist is using Einstein Vision and Language Platform for text classification. They need to handle custom entities (NER) and classify text into multiple categories. Which THREE capabilities of the Einstein Platform Services API should they use?

A company is deploying an AI chatbot for customer service. Which THREE ethical considerations should be addressed? (Select 3)

A company wants to build an autonomous AI agent in Salesforce that can handle customer returns, refunds, and exchanges without human intervention. Which THREE components are required to build this agent using Agentforce?

A service organization wants to deploy an Einstein Bot to handle common support inquiries. They need to define the bot's conversational flow and train it to understand user requests. Which THREE components must be configured in the bot builder?

A company uses an AI model to predict customer churn. The model's predictions are used to automatically assign discounts to high-risk customers. A customer complains about receiving a discount offer they did not request. Which ethical concern is most relevant?

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

A company uses an AI model to classify customer support cases into categories (billing, technical, general). The model performs well on training data but poorly on new cases. Which issue is MOST likely occurring?

A company uses Einstein Forecasting. Their sales reps' committed forecasts are consistently lower than the AI-predicted forecast. The manager wants to understand why. What is the BEST first step to investigate the discrepancy?

Which type of AI is designed to perform only a specific task, such as playing chess or recommending products?

A sales operations manager wants to predict which leads are most likely to convert to deals. The CRM has historical data on thousands of leads with outcomes (converted or not). Which type of machine learning should they use?

An AI model predicts employee performance. The HR team uses it to identify high-potential employees. What is a potential ethical risk?

A user asks Einstein GPT to generate a product description. The AI returns a response with a confidence score of 0.65. What does this score indicate?

A customer service team deploys an Einstein Bot to handle common queries. During testing, the bot frequently fails to understand user intent, leading to poor responses. What should the team do FIRST to improve the bot's understanding?

Which THREE factors can affect the accuracy of an Einstein GPT response?

In Salesforce CRM Analytics (formerly Einstein Analytics), what is the primary purpose of a dataset?

A data analyst is using Einstein Discovery to analyze customer churn. They want to understand the key drivers of churn and get actionable recommendations. Which THREE outputs does Einstein Discovery provide to meet this need?

An AI model predicts loan approvals, and the bank notices that the model disproportionately denies loans to a certain demographic group. Which combination of actions addresses the AI bias according to Salesforce's Trusted AI principles?

What is the most likely cause of the error?

Which TWO techniques are commonly used to handle missing values in a dataset for AI training?

A customer service team wants to automatically log all Outlook emails to Salesforce. They have enabled Einstein Activity Capture. However, some emails from a specific external domain are not being captured. What is the most likely cause?

When training an Einstein Discovery model, which data type is not supported as a predictor field?

Which TWO actions are best practices when implementing Einstein Prediction Service?

A company is deploying Einstein Prediction Builder to predict equipment failure. Which three considerations are essential for building an accurate prediction model? (Choose 3)

A user wants to use Einstein GPT to automatically generate a case summary after a service call is logged. Which feature should they use?

A generative AI chatbot sometimes produces factually incorrect responses about a company's products. What is this phenomenon called?

A marketing team wants to use Einstein Recommendations to personalize product offers on their e-commerce site. They have a dataset of 50,000 customers with purchase history. However, 40% of customers have no purchase history (new registrations). The model performs well for returning customers but gives generic recommendations for new ones. The team wants to improve recommendations for new customers. What data preparation step should they take?

A company wants to predict which sales opportunities are most likely to close. They want the prediction to consider factors like stage, amount, and historical win rates. Which Einstein feature should they use?

A sales operations analyst wants to understand why an opportunity's win likelihood score changed after a recent update. Where can they find the factors that influenced the score in Lightning?

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

A company uses Einstein Conversation Insights to analyze sales call recordings. They want to automatically capture the next steps mentioned in calls. Which feature of Conversation Insights should they configure?

A sales team is implementing Einstein Lead Scoring. Which two actions should they take to ensure the model is effective? (Choose 2)

Which THREE factors are most important for ensuring the accuracy of an AI model in a CRM context? (Select 3)

A company wants to provide personalized product recommendations on their community site built with Experience Cloud. Which Einstein feature should they use?

A company wants to use Einstein GPT to generate draft replies for service agents. Which TWO Einstein GPT features can accomplish this?

A sales manager wants to understand why certain opportunities are predicted to close won while others are not. They need a visual breakdown of the key factors influencing the prediction. Which Einstein feature provides this automatically?

A sales rep wants Einstein GPT to generate a personalized email to a prospect based on recent account activity. Which Salesforce GPT feature should the rep use?

An administrator is configuring Einstein Activity Capture and wants to prevent automatic logging of emails sent to a specific external domain (e.g., legal@acme.com) due to confidentiality. How should they achieve this?

A large retail company uses Data Cloud to consolidate customer data from e-commerce, POS, and loyalty programs. They plan to use Einstein Studio to build a churn prediction model. The data architect notices that the churn model's accuracy is below expectations. Upon investigation, they find that the customer entity in Data Cloud has multiple records for the same customer with slightly different spellings and addresses. The data comes from different streams. What should the data architect do to improve the model?

A sales operations manager wants to use Einstein Forecasting to improve forecast accuracy. Which TWO capabilities does Einstein Forecasting provide beyond traditional manager rollups? (Select 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?

Refer to the exhibit. A data scientist tries to query the dataset but receives an error. Which of the following is the most likely cause?

An administrator wants to use Einstein GPT to automatically generate case summaries and draft knowledge articles. Which THREE features should they enable?

Refer to the exhibit. An admin configures Einstein Next Best Action with the above JSON. The expected behavior is to recommend the top 5 actions for open leads with a score of at least 70. However, only 2 recommendations appear for some leads. Which is the most likely cause?

Before training an Einstein Prediction model, a data analyst must perform data quality checks. Which THREE checks are most critical?

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

For a real-time AI application that requires low-latency access to customer interaction data, which storage solution is most appropriate?

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.)

Which Salesforce AI feature provides audit logging of when AI recommendations are generated and acted upon?

A sales rep wants to automatically log emails from Microsoft Outlook to Salesforce without manual forwarding. Which feature should the admin enable?

Which TWO data preparation steps are required before using Einstein Discovery for sales forecasting? (Choose 2)

A customer service chatbot misinterprets user requests and often provides irrelevant answers. The development team wants to improve the chatbot's understanding of user intent. Which NLP component should they focus on?

A mid-sized company uses Salesforce for sales and service. They have implemented Einstein Prediction Builder on a custom object 'Support_Ticket__c' to predict whether a ticket will be escalated (field: 'Escalated__c' Boolean). The model was trained with 10,000 records and 15 fields including 'Subject', 'Description_Summary__c', 'Priority__c', 'Hours_to_Resolution__c', and others. After deployment, the model's precision for escalated tickets is only 30%, while recall is 80%. The business finds too many false positives. The admin notices that the 'Priority__c' field has many missing values (60% null) and that the field 'Is_Critical__c' (a formula field) was included though it flags tickets as critical only rarely. The data spans 12 months but the last 3 months have a significantly higher escalation rate due to a product bug that has since been fixed. Which course of action will most likely improve the model's precision without harming recall?

A marketing manager wants to use Einstein GPT to generate follow-up emails after a meeting. Which TWO capabilities of Einstein GPT can be used for this purpose?

A company is implementing Einstein Prediction Builder to predict whether a support case will escalate. Which TWO data preparation steps should the admin take to improve model accuracy?

A retailer wants to use computer vision to automatically identify products from images uploaded by customers for a return process. Which computer vision task is required?

A data analyst is reviewing an Einstein Discovery story and notices that one input feature has a very high influence on the predicted outcome. Which two conclusions are justified based on this observation? (Choose 2)

An admin wants to create a prompt template for use in Einstein GPT that generates a case summary based on case fields. The template should include merge fields for Case Subject, Description, and Status. Which tool should the admin use?

A company uses Einstein Discovery to analyze sales data and provide recommendations. A sales rep wants to understand why a specific opportunity was predicted to close. Which Einstein feature should the rep use?

A user asks an AI assistant to generate content that may be offensive. What should the AI do?

A company wants to build an Einstein Bot that can handle order status inquiries and, if the customer is frustrated, hand off to a human agent. Which THREE steps are essential to implement this?

A company wants to offer personalized product recommendations on their Experience Cloud site. Which Einstein feature should be used?

An admin needs to generate personalized sales email drafts for their team using generative AI. The emails should be based on context from the Salesforce record. Which feature should they use?

A company wants to use generative AI to automatically draft case summaries and knowledge article drafts from case details. Which Einstein GPT feature should they enable?

Which TWO of the following are common dimensions of data quality that must be addressed for AI training?

Which TWO data types can be used as input for Einstein Vision?

A sales manager wants to use Einstein Lead Scoring to prioritize leads. Which TWO capabilities are part of Einstein Lead Scoring?

Refer to the exhibit. A developer runs this SOQL query to prepare data for Einstein Lead Scoring. The query returns an error. What is the most likely issue?

A company wants to build a customer service chatbot that answers questions about their internal policy documents. The documents are updated monthly, and the team cannot afford to retrain a model each time. Which approach is MOST appropriate?

A Salesforce admin wants to deploy an Einstein bot that uses natural language processing. Which practice best ensures ethical use?

What is the primary purpose of Einstein Studio in the Salesforce AI ecosystem?

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 company uses an NLP model to detect intent in customer messages. The model works well for English but fails for Spanish messages. What is the most likely cause?

A sales rep wants to see which of their opportunities are most likely to close this quarter without reviewing each one manually. Which feature provides a win probability score for opportunities?

A marketing manager uses Einstein recommendations on their website, but customers are receiving suggestions for products they already purchased. What is the most likely cause?

A multinational corporation uses Salesforce AI to analyze customer feedback across multiple languages. They have 10,000 English reviews, 2,000 Spanish reviews, and 500 French reviews. The sentiment model performs well on English (F1=0.85) but poorly on French (F1=0.40). The data scientist wants to improve French sentiment performance without collecting new data. What should they do?

Which TWO actions are essential for ensuring transparency in an AI system? (Choose two.)

A sales operations manager wants to use Einstein Lead Scoring to prioritize leads. Where can the lead score be viewed in Salesforce?

A data analyst uses Einstein Discovery to analyze a dataset and receives a story that includes a waterfall chart and improvement suggestions. The analyst wants to share the insights with business users who don't have access to Einstein Discovery. Which three methods can they use to share the results?

A company wants to use Einstein Forecasting to improve sales predictions. Which TWO statements about Einstein Forecasting are correct?

A company building an Einstein Bot for customer support wants to ensure that when the bot cannot resolve an issue, the conversation is seamlessly transferred to a human agent. Which THREE steps are required to enable this handoff? (Select three.)

Which THREE factors should be considered when selecting features for a predictive model in Salesforce?

A company wants to use Einstein to predict the optimal discount amount for each deal. Which type of machine learning problem does this represent?

A company is building a chatbot using Einstein Bot's AI capabilities. They want to train intent recognition using historical chat transcripts. The transcripts contain many typos (e.g., 'hellp' instead of 'help') and slang (e.g., 'gonna' instead of 'going to'). The initial model performs poorly, misclassifying many intents. What data cleaning step is most important?

A customer service agent wants to receive suggested knowledge articles while working on a case. Which Einstein feature should be enabled?

A sales team notices that their lead scoring model assigns high scores to leads that rarely convert. The model was trained on data from the past 5 years. What is the most likely cause?

A company wants to use generative AI to draft personalized sales emails based on opportunity data and standard templates. Which Salesforce feature should they use?

A machine learning team is preparing a dataset for a supervised learning task. They have 100,000 labeled samples. Which data preparation step is essential before splitting into train/test sets?

An administrator is setting up Einstein Next Best Action to recommend a discount offer to sales reps when an opportunity is at risk. The recommendation logic should consider the opportunity stage, amount, and close date. Which tool should the administrator use to define the recommendation strategy?

Which method is most suitable for ingesting streaming data from IoT sensors into a data lake?

A company is using Einstein Article Recommendations in Service Cloud. They notice that articles about a specific product are never recommended, even when relevant. After reviewing, they find that the training data did not include any cases where that product was mentioned. Which Salesforce Trusted AI principle is most directly violated?

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?

A company wants to automatically extract key information like order numbers and dates from customer emails. Which NLP technique should be used?

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?

A data scientist notices that the model accuracy drops significantly after retraining with new data. Upon inspection, they find that many records have missing values for a key feature. Which data quality improvement should be prioritized first?

A service manager wants to analyze historical case data to identify the most common reasons for escalations and get actionable suggestions to reduce them. Which Einstein tool should they use?

Which THREE of the following are best practices for feature engineering in Einstein Studio?

A company is ingesting data from multiple sources into Data Cloud for Einstein. Which THREE data preparation steps should be performed?

A customer support center wants to automatically route incoming cases to the appropriate department based on the issue description. Which NLP task is most relevant?

An AI Associate deploys an Einstein Bot that uses sentiment analysis to escalate frustrated customers. After launch, the bot escalates disproportionately for non-native English speakers. What is the most likely cause?

According to Salesforce's AI Trust Principles, which TWO practices are essential for ethical AI deployment?

A company is preparing customer data to train a custom AI model for sentiment analysis. Which two data preparation best practices should they follow? (Choose two.)

A healthcare company is using Einstein Bots to handle patient intake. They want to ensure compliance with HIPAA and the Salesforce Trusted AI principles. Which TWO features of the Einstein Trust Layer should they enable?

A company needs to analyze thousands of customer feedback comments to identify common themes and sentiment. They want to use a prebuilt Salesforce AI solution. Which approach is best?

A company wants to use Einstein Vision and Language Platform to automatically classify images of products and extract text from labels. Which TWO capabilities of the platform can be used for this requirement? (Select two.)

A data scientist notices that an Einstein model for predicting customer churn has unusually high accuracy on training data but performs poorly on validation data. Which data issue is the most likely cause?

Refer to the exhibit. What is the most likely cause of the fairness issue?

Which THREE are valid considerations when deploying an Einstein Bot?

A sales operations team is training an AI model to forecast quarterly revenue. They have five years of historical data, which includes a strong seasonal pattern but also a significant outlier: during the pandemic year, revenue dropped by 70% from typical values. The model trains with high accuracy on historical data but fails to predict future quarters accurately, consistently overestimating revenue. What should the data scientist do to improve forecast accuracy?

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

A company wants to deploy an Einstein Prediction Builder model to predict lead conversion within 30 days. They have historical data from the past 12 months. Which data preprocessing step is most critical to ensure the model learns correctly?

A Salesforce admin wants to display an explanation for why a specific lead received a high score from Einstein Lead Scoring. Which Salesforce feature provides this transparency?

A predictive model for lead scoring shows high precision but low recall. Which business impact is most likely?

A sales manager wants to automatically prioritize leads based on their likelihood to convert, using historical data on won/lost opportunities. Which Salesforce Einstein feature should they use?

Which data transformation is most appropriate for converting categorical variables into numerical format for a machine learning model?

A data scientist is building a model to recommend products. They notice the model rarely recommends certain categories to users from a specific demographic. What should the scientist do first to address potential bias?

What is the primary difference between narrow AI and general AI?

A sales rep wants to quickly generate a personalized email to a lead without leaving Salesforce. Which Einstein GPT feature should they use?

A service team wants to implement Einstein Article Recommendations to help agents find knowledge articles faster. Which TWO prerequisites must be met for this feature to work?

Which Salesforce Trusted AI principle ensures that users are informed when they are interacting with an AI-generated output or recommendation?

A sales rep wants to automatically generate a personalized email to a lead based on the lead's recent activity. Which Einstein GPT feature should they use?

Refer to the exhibit. A data pipeline fails during the DataTransformation stage. What is the most likely root cause?

A financial services firm uses Einstein Discovery to predict loan default risk. To comply with data minimisation principles and avoid using sensitive PII unnecessarily, which TWO actions should the data science team take?

Which TWO actions best promote transparency in an AI system?

A company wants to implement an autonomous AI agent using Agentforce. Which TWO components are essential for building the agent in Agent Builder?

A data scientist is building a churn prediction model. The dataset has 95% non-churn and 5% churn. Which THREE actions should the data scientist take to address the class imbalance?

Which Einstein feature provides AI-enhanced forecast predictions that go beyond manager rollups and can compare AI forecast to rep commitments?

A fraud detection model is being trained on transaction data where only 1% of transactions are fraudulent. The current model predicts 'non-fraud' for all transactions, achieving 99% accuracy. Which technique should be applied to improve model performance?

A company wants to use AI to automatically analyze and classify images uploaded to Salesforce records, such as identifying product defects. Which Einstein feature should they use?

A data scientist trains a model to predict customer churn. The model performs well on training data but poorly on test data. Which TWO issues are most likely?

A sales operations team notices that an Einstein Lead Scoring model assigns lower scores to leads from a particular geographic region, even though those leads have historically converted at a higher rate. What is the most likely cause of this discrepancy?

A company uses Einstein Discovery to build a model that predicts customer lifetime value. They want to ensure the model's decisions are auditable and that they can track the business impact of AI recommendations over time. What should they implement?

An admin creates a predictive model in Einstein Prediction Builder to forecast customer churn. The model shows high accuracy on test data but poor performance in production. What is the most likely cause?

A company wants to automatically log all sent emails and calendar events from Gmail into Salesforce without manual user action. Which feature should be configured?

A data scientist is building a churn prediction model. What THREE factors are most critical for model success?

Refer to the exhibit. A sales manager sees that an account has an Einstein Score of 78 with a confidence of 0.65. What is the most appropriate interpretation?

A company’s AI model recommends products to customers. The team wants to measure how often the recommended products are actually purchased. Which metric is most appropriate?

A customer support team wants to automatically categorize incoming cases into predefined categories such as Billing, Technical, or Account. Which NLP task is most appropriate?

A company is using Einstein Service Replies to generate suggested responses for service agents. They want to ensure that agents always review and approve the suggested reply before it is sent to the customer. Which configuration best supports this requirement?

For an AI project, data must be stored in a way that supports both training and real-time inference. Which storage solution meets this requirement?

A customer service agent needs to quickly summarize a lengthy case history before responding. Which Einstein GPT feature is designed for this?

A sales representative uses Einstein Activity Capture to log emails automatically. However, some critical emails are not being captured. What is the most likely reason?

A sales team uses Einstein Email Insights to identify important emails. Which TWO email characteristics are likely to be flagged as important?

A data scientist is building a predictive model for customer churn using Salesforce data. The dataset has 20 features, and the target variable is highly imbalanced (5% churn, 95% non-churn). Which technique should be applied to handle the class imbalance before training?

After applying a log transformation to a numeric feature, an Einstein model’s performance dropped significantly. What is the most likely cause?

A company is building an Agentforce agent to handle order cancellations. Which THREE components are essential to configure in Agent Builder? (Choose three.)

A financial services company is deploying an Einstein chatbot that provides investment advice. They want to ensure that if the chatbot generates a potentially harmful recommendation (e.g., suggesting a risky trade), the message is blocked before reaching the customer. Which Einstein Trust Layer capability should they rely on?

A service team needs an AI bot that can handle complex customer issues requiring integration with external systems and escalate to a human agent when confidence is low. Which Einstein feature should be used?

A company is using customer support tickets to train a model for auto-classifying issues. The dataset includes fields like 'Case Title', 'Description', 'Product', and 'Customer Name'. Which privacy concern is most critical to address before training?

Refer to the exhibit. An admin runs a preprocess script before training an Einstein model. Why is normalization applied to the 'AnnualRevenue' and 'NumberOfEmployees' columns?

A sales rep wants to generate personalized email drafts to send to prospects based on opportunity data. Which feature should they use within Salesforce?

A company wants to deploy an AI system that makes hiring decisions. To comply with ethical guidelines, what should they do before deployment?

A healthcare CRM administrator wants to use AI to recommend treatment plans based on patient data. Which combination of Salesforce Trusted AI principles is MOST critical to consider?

A service manager wants to reduce manual case classification effort by automatically setting the Type, Priority, and Reason fields on incoming cases. Which Einstein feature meets this requirement?

A service team wants to automatically suggest relevant knowledge articles to agents while they are working on a case. Which Einstein feature should be enabled?

A company wants to create a custom AI model that predicts whether a support case will be escalated (Yes/No) based on historical case data. They need to define the objective field, training data, and features. Which Einstein feature allows them to build this custom prediction?

Refer to the exhibit. A data analyst runs a profile on a dataset and sees these statistics. Based on best practices, which action should be taken first?

An administrator is configuring Einstein Bots and needs the bot to understand when a customer says 'I want to return a product' and route them accordingly. What must be created to map this phrase to a specific bot action?

A sales rep receives an AI-generated recommendation to upsell a product to a customer. The rep wants to verify the reasoning behind the recommendation before acting. What Salesforce feature can the rep use to see the key factors that influenced the recommendation?

A sales director wants to implement lead scoring but has no historical data on which leads converted. What approach can the team use to start?

Which TWO of the following are ethical considerations when deploying AI in Salesforce?

A company uses Einstein Forecasting and notices that the AI forecast is consistently lower than the rep commit for the same period. The sales director wants to rely on the more accurate prediction. What should they do?

A customer service team wants to automatically detect the intent of incoming chat messages (e.g., complaint, inquiry, purchase). Which AI technique is BEST suited for this task?

A service organization wants to use Einstein Reply Recommendations to suggest responses to customer chats. The feature is enabled, but agents report that no recommendations appear. The admin has ensured the permission set is assigned and the chat data is flowing. What should the admin examine next?

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?

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.)

A company wants to use Einstein Prediction Builder to predict whether a support case will escalate (binary: escalate or not). They have historical case data in Salesforce. Which THREE steps are required to set up this prediction?

A sales operations manager wants to use Einstein Lead Scoring to prioritize leads. They have historical data showing that leads from a certain postal code have a low conversion rate. However, they suspect the low conversion is due to a past marketing campaign that was poorly targeted, not the demographics of that area. What is the BEST way to ensure the AI model does not unfairly penalize leads from that postal code?

What is the primary difference between narrow AI and general AI?

An admin wants to create a prompt template that generates a personalized email to a lead. Which tool should they use to create and manage prompt templates for Einstein GPT?

A data scientist is preparing numeric features for a regression model. Which TWO transformations are commonly applied to improve model performance?

A Salesforce administrator deploys an Einstein Bot. Which TWO ethical considerations should be addressed? (Choose two.)

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

A healthcare organization is using Einstein Bots to schedule patient appointments. They are subject to HIPAA regulations. What is the most important configuration they must apply to the Einstein Trust Layer?

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?

An admin created a data stream to bring external customer data into Data Cloud for Einstein. The data stream fails with error 'Schema mismatch: expected 10 fields, got 8'. What is the likely cause?

A company wants to use AI to reduce customer churn. Which TWO approaches are most appropriate? (Select 2)

A data scientist wants to use Einstein Discovery to analyze customer churn. They want to understand which factors contribute most to churn and get actionable suggestions. Which THREE outputs does Einstein Discovery provide?

A marketing manager wants to use Einstein Next Best Action to recommend offers to customers based on their behavior. Which TWO components are used in defining Next Best Action strategies?

During data transformation, a data scientist applies one-hot encoding to a categorical feature with 50 unique values. The resulting dataset has 50 new columns. What is a potential drawback of this transformation?

Which Einstein feature provides automated statistical analysis of Salesforce data, including story creation and improvement suggestions?

A retail company uses Einstein Prediction Service to forecast customer churn. To improve model accuracy, which data preparation step is most critical?

In Salesforce Data Cloud, which AI capability is used to automatically generate audience segments based on customer behavior patterns?

A company wants to use AI to analyze call recordings and automatically capture key topics, talk time, and next steps. Which Einstein feature should they implement?

Which Einstein feature creates automated statistical analyses and stories, including waterfall charts and improvement suggestions?

Which type of machine learning is used when a model is trained on historical sales data that includes both input features and the known outcome (e.g., closed won/lost) to predict whether a new lead will convert?

A company wants to ensure their AI model complies with ethical guidelines. Which TWO actions are essential? (Choose two.)

A marketing team wants to recommend relevant knowledge articles to service agents while they work on a case. Which Einstein feature provides these recommendations?

An AI system used for medical diagnosis occasionally produces incorrect results. A doctor notices the errors but continues using the system without reporting them. Which ethical principle is primarily at risk?

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 multi-national company wants to use Einstein Activity Capture to automatically log emails from Outlook to Salesforce. They have a requirement that emails to certain external domains (e.g., competitors) must never be logged. How should they configure this?

A company uses Einstein Recommendation Builder in Experience Cloud to suggest products. They notice that users who frequently purchase from one category are not getting relevant recommendations. What is the most likely cause?

An administrator is configuring Einstein Lead Scoring. After activation, lead scores are visible in the lead record page. However, some leads that are clearly not interested (e.g., bounced email) are scored 90+. What is the MOST likely reason?

A company is deploying an AI system to recommend products to customers. To comply with GDPR's right to explanation, which TWO practices should they implement? (Choose 2)

Which TWO of the following are key principles of trustworthy AI according to Salesforce's AI ethics guidelines?

A sales rep wants to use Einstein Email Insights to prioritize which emails to respond to first. Which TWO statements about Einstein Email Insights are true?

A financial services company uses Einstein Bots to answer customer inquiries. A customer asks the bot to explain why their loan application was rejected. The bot provides a response based on AI predictions. Which Salesforce Trusted AI Principle is MOST directly addressed by the bot's ability to explain the decision?

A sales rep wants to quickly generate a summary of a phone call recorded in Salesforce for their records. Which Einstein feature can automatically generate call summaries from recorded conversations?

A company uses Einstein Conversation Insights to analyze sales call recordings. They want to identify calls where the competitor name 'Acme Corp' is mentioned and track the talk time of the sales rep vs. customer. How can they achieve this?

Which TWO data sources can be used with Einstein Prediction Builder?

A company uses Einstein Prediction Builder to predict customer churn. The model's accuracy is low. The admin reviews the training data and notices that only 2% of records are churned. What should the admin do to improve the model?

A developer is creating a custom AI model on Salesforce. To ensure the model is fair across demographic groups, which activity should be included in the development process?

You are an admin at a financial services firm. The firm wants to use Einstein Next Best Action to offer personalized product recommendations to customers on its service portal. The data includes customer profiles, transaction history, and support case history. The Einstein Next Best Action strategy is configured with a recommendation that shows a 'Savings Account' offer to customers who have a checking account. However, the recommendation is not appearing for any customers. You check the Data Flow and see that the 'Account' object data is flowing correctly. The recommendation's filter condition is: AND( Has_Checking_Account__c = true, Age__c > 18 ). You verify that many customers meet these conditions. What is the most likely reason the recommendation is not appearing?

A company is building an Einstein Bot for customer support. They need to ensure the bot can understand user intents and extract key information. Which THREE components are essential for this? (Choose three)

A company wants to generate personalized product recommendations for each customer based on their purchase history and browsing behavior. Which approach is MOST appropriate?

A company wants to automatically categorize incoming support cases into Type, Priority, and Reason fields. They have historical data with these fields populated. Which Einstein feature should they use?

Which TWO considerations are important when labeling data for a supervised learning model?

A customer service director wants to implement an AI-powered chat assistant that can answer common questions. To align with Salesforce's Trusted AI principle of Empathy, which THREE design choices should the director make?

A support manager wants to automatically suggest relevant knowledge articles when agents open a case. Which Einstein feature should they enable?

A data scientist is evaluating Salesforce's Einstein features for predictive analytics. Which three statements accurately describe Einstein Discovery? (Select three answers.)

A data scientist is preparing data for Einstein Discovery. The dataset has 10,000 records with 5 predictors and one outcome. The outcome is binary (1/0). What is the minimum number of positive outcomes typically required for a reliable model?

A sales rep wants to quickly generate a personalized email to a lead based on their CRM record and recent activity. Which Einstein GPT feature enables this?

A company deploys an AI-powered email composer for sales reps. The legal team requires that every AI-generated email be reviewed by a human before sending to a customer. Which approach aligns with Salesforce's Trusted AI Principle of Empathy and Human Oversight?

A sales operations team wants to improve forecast accuracy by using AI. They currently use manual rollups. Which TWO Einstein features can help achieve this?

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?

A healthcare organization is deploying an AI model to predict patient readmission risk. The model was trained on historical data that underrepresented minority populations. During testing, the model shows lower accuracy for those groups. What should the data scientist do first?

A company is deploying an AI model to automatically classify customer emails into categories (Complaint, Inquiry, Feedback). They have 10,000 labeled emails. Which TWO actions are essential to ensure the model's accuracy? (Select TWO.)

An insurance company uses an AI model to set auto insurance premiums. The model uses factors including driving history, age, and ZIP code. A regulator finds that premiums in certain low-income neighborhoods are significantly higher than in affluent neighborhoods with similar risk profiles. The company's actuaries argue that the model is actuarially sound because it accurately predicts claims based on historical data. The company wants to comply with ethical guidelines and avoid legal action. Which action should they take?

A sales operations manager wants to automatically log all emails and events from sales reps' Outlook accounts to Salesforce without manual setup. Which feature should they enable?

A data scientist evaluates a churn prediction model. On the test set, the model achieves 99% accuracy, but the business reports that the model rarely flags actual churners. Which metric should the data scientist focus on to improve the model?

A Salesforce admin is troubleshooting Einstein Object Detection in a custom object. The model is predicting values, but the confidence score remains below 80% for most predictions. What should the admin investigate first?

A company uses computer vision to scan receipts for expense reporting. The model performs well on high-resolution scans but poorly on blurry photos. Which improvement is most effective?

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

A service manager wants to automatically categorize incoming support cases into appropriate Type, Priority, and Reason fields based on the case description. Which Einstein feature should they use?

A service manager wants to reduce case resolution time by automatically categorizing incoming cases and suggesting relevant knowledge articles. The team has limited data science expertise. Which combination of Einstein features should be used?

A financial services firm uses an AI model to approve loan applications. They discover that the model denies loans at a higher rate for a certain demographic group, even when financial indicators are similar. What is the primary ethical concern?

Refer to the exhibit. A Salesforce admin runs an audit command for an Einstein model. What conclusion can be drawn from the output?

Refer to the exhibit. A bot developer sees this error during Einstein Bot deployment. What is the correct action to resolve the issue?

A data scientist trains a model to predict customer churn. The model achieves 98% accuracy on training data but only 72% on test data. What issue is most likely occurring?

A company wants to implement an AI-powered customer service chatbot that generates responses based on customer inquiries. To comply with GDPR requirements for automated decision-making, what must the company provide to customers?

An AI system for hiring is deployed. After six months, the HR team notices that the model's recommendations closely mimic past human hires, which were biased. The team wants to correct this. What should be their first step?

An organization uses Einstein Discovery to analyze survey data. The model reveals a correlation between age and satisfaction. What is the responsible use of this insight?

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 deploys an AI system that makes decisions about loan approvals. For transparency, what should they provide to applicants?

A company wants to use Einstein Article Recommendations to surface relevant knowledge articles to its support agents. What two data components are required to set up this feature?

Which of the following is an ethical concern when using AI to make decisions about customers?

A company wants to use Einstein Reply Recommendations in Service Cloud. What data is required to train the model?

A sales team uses Einstein Lead Scoring. They notice leads from certain industries are always low-scored. What should they do?

A support manager wants to automatically categorize incoming cases into Type, Priority, and Reason fields. Which Einstein feature should they enable?

A developer is creating a prompt template for Einstein GPT to summarize customer case details. The prompt must include the case subject, description, and last 3 comments, but only when the case priority is High. Which approach best achieves this in Prompt Builder?

A service manager wants to provide agents with real-time suggestions for knowledge articles while they are working on a case. Which Einstein feature should be enabled?

An organization wants to use Einstein GPT to generate case summaries. However, they need to ensure that the generated text adheres to company style and includes specific required fields. Which tool should they use to customize the prompts?

A telecom company uses Einstein Discovery to predict customer churn. The training dataset contains 100,000 records, but only 5% represent churned customers. The model achieves 95% accuracy on a holdout test set, but the recall for churn is only 20%. The business wants to proactively retain at-risk customers, so they need to identify as many churners as possible. What action should the data scientist take to improve churn recall?

A company is implementing Einstein Next Best Action for their customer service agents. They want to ensure that AI recommendations are provided as suggestions but that agents retain the final say. Which TWO practices support this goal of human oversight?

A service manager wants AI to automatically generate a summary of a phone call recording and capture follow-up tasks. Which Einstein feature should they use?

A marketing team uses Einstein Send Time Optimization to determine the best time to send emails. To ensure the company follows Salesforce's Trusted AI principle of Honesty, which THREE practices should be adopted?

Which Einstein feature records call recordings and provides analysis on keywords, talk-time metrics, and next steps?

Refer to the exhibit. A developer configured a grounding policy for Einstein GPT. What is the effect of the fallbackBehavior set to 'USE_MODEL_KNOWLEDGE'?

You are a Salesforce AI Specialist at a mid-sized manufacturing company. The company uses Einstein Lead Scoring to prioritize leads. The model was trained on historical lead data and has been in production for three months. Recently, the sales team reports that high-scoring leads are not converting as expected. You investigate and find that the model's data source includes leads from the past 18 months. However, six months ago, the company changed its lead qualification process: they started requiring a demo before scoring leads as 'qualified.' As a result, the definition of a converted lead changed. What is the best course of action to improve model performance?

Which THREE are key dimensions of data quality that directly impact AI model performance?

A support center wants to use Einstein Case Classification to automatically assign categories to incoming cases. They have historical case data with the 'Type' field populated for 70% of cases, 'Priority' for 50%, and 'Reason' for 30%. They want to classify on 'Type' and 'Reason'. What is the best approach to maximize model accuracy?

A company wants to use Einstein Prediction Builder to predict which customers are likely to churn. They have a dataset that includes customers' names, email addresses, and detailed purchase history. According to the data minimisation principle, which fields should be included in the model?

A company wants to use Einstein to automatically log emails and events from their email system into Salesforce without manual user action. Which feature should be enabled?

A service agent is working on a case and needs to quickly find relevant knowledge articles without searching manually. Which Einstein feature can automatically suggest articles based on the case details?

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?

Refer to the exhibit. A company configures a Prompt Builder policy for Einstein GPT. What is the primary role of the 'checkPromptOutput' flag?

A data architect is designing a data model for Einstein Discovery. The data includes categorical variables with high cardinality (e.g., postal codes). What is the best practice to handle such features?

An organization wants to use Einstein GPT to generate case summaries and draft knowledge articles for service agents. Which TWO Einstein GPT products should they enable? (Choose two)

A retail company uses Einstein Article Recommendations to suggest knowledge articles to customer service agents. To ensure compliance with the Salesforce Trusted AI principle of Safety, which THREE measures should the company implement?

Which TWO considerations are critical when planning data labeling for a computer vision project in a regulated industry?

A company wants to use Agentforce to create an autonomous AI agent that can handle customer service inquiries. Which TWO components must be configured in Agent Builder?

An admin sets up Einstein Sentiment scoring for case comments. After a week, they notice that most comments are scored as 'Neutral' even when customer sentiment is clearly negative. What should the admin check first?

An administrator is configuring Einstein Forecasting. They notice the AI forecast differs significantly from the manager's commit. The manager wants to understand why the AI forecast is lower. What should the administrator do?

A company is configuring Einstein Lead Scoring. Which TWO statements accurately describe how the feature works?

A sales operations manager wants to use Einstein Opportunity Scoring to improve win rates. They want to view the opportunity score and understand why a particular score is high or low. Where can they see the score and explanation in Salesforce Lightning? (Choose TWO)

An admin wants to deploy an autonomous AI agent that can handle order cancellations end-to-end without human intervention. The agent needs to execute specific actions like querying order status and updating records. Which tool should they use?

A Service Cloud admin wants to deploy a chatbot that can handle common customer requests and escalate to a human agent when necessary. The chatbot must understand natural language variations. Which combination of tools should they use?

A sales team wants to use Einstein Lead Scoring to prioritize leads. What is the primary benefit of using Einstein Lead Scoring over manual scoring?

A financial institution deploys an AI system to recommend investment portfolios to retail clients. The system uses reinforcement learning to maximize returns based on client risk profiles. After six months, an internal audit reveals that the system has been consistently recommending high-risk, high-commission products to elderly clients with low risk tolerance, resulting in significant financial losses for those clients. The system's training data included historical transactions, which showed that elderly clients were less likely to complain or switch advisors. The institution's AI ethics policy mandates fairness, transparency, and accountability. The system currently provides no explanations for its recommendations, and there is no human oversight process. The compliance team needs to remediate the situation. Which course of action BEST addresses the ethical violations?

A data scientist is building a custom AI model using Salesforce Data Cloud to predict customer churn. They want to ensure that the model does not inadvertently use gender as a feature to avoid biased predictions. Which step is MOST appropriate?

An organization wants to build an autonomous AI agent that can handle customer inquiries order status and return requests without human intervention. Which Salesforce tool allows them to build such an agent with topics and actions?

When implementing AI in Salesforce, which practice best supports the ethical principle of transparency?

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

A data engineer needs to create a feature that represents the average purchase amount per customer over the last 30 days. The transactional data is timestamped. Which feature engineering technique is most appropriate?

A company uses Einstein GPT for Sales to generate personalized email drafts. They want to ensure that the generated emails consistently include the recipient's company name and a specific discount offer from the opportunity. Which configuration is required?

A company wants to build a custom AI model that predicts whether a customer will churn within the next 30 days, using data from multiple Salesforce objects. The prediction should output a score from 0 to 100. Which Einstein feature is most appropriate?

A company uses an AI model to screen job applicants. They discover the model is rejecting candidates from a certain demographic at a higher rate. Which ethical principle is most clearly violated?

A Salesforce admin wants to use Einstein GPT to automatically generate a meeting follow-up email after a sales rep closes a meeting record in Salesforce. They want the email to include the meeting summary, key action items, and next steps. Which combination of features should they use?

Refer to the exhibit. A Salesforce admin configured the Einstein Trust Layer policy shown. What is the effect of this policy on AI model usage?

An admin is troubleshooting why Einstein Lead Scoring is not generating scores for some leads. They have enabled the feature and assigned permission sets. Which two factors could cause scores to be missing?

A service agent needs quick access to relevant knowledge articles while handling a case. Which Einstein feature can suggest the most relevant articles automatically?

A sales manager wants to predict which deals are likely to close this quarter. The CRM has rich historical data on won/lost opportunities, deal amount, and sales stage. Which AI approach is best suited for this task?

A Salesforce admin is creating an Agentforce agent in Agent Builder to handle order status inquiries. The agent needs to look up order data from a custom object 'Order__c' and respond with the status. Which THREE components must the admin configure in Agent Builder?

A marketing team wants to recommend products to customers in an Experience Cloud community using AI. Which feature should they implement?

A company uses an NLP model to detect customer intent from chat messages. The model correctly identifies 'billing question' 90% of the time for actual billing questions, but also flags many non-billing messages as billing (false positives). Which metric should the team prioritize to reduce false alarms?

An e-commerce company uses AI to provide product recommendations. The model suggests popular items but fails to personalize for individual users. Which type of learning could improve personalization?

A company is preparing data for Einstein Article Recommendation. Which data source is most appropriate for training the model?

What does the term 'hallucination' refer to in the context of generative AI?

A CRM team wants to predict the expected revenue from each opportunity. The data includes opportunity amount, close date, stage, and historical win rates. Which type of AI is best suited?

An administrator is setting up an Einstein Bot for a service cloud. The bot needs to understand when a customer types 'cancel order' to route them to a cancellation flow. Which bot component should the administrator configure to recognize this phrase?

An admin wants to generate a summary of a sales call recording automatically. Which Einstein feature should be used?

A company uses Einstein Lead Scoring but notices that many leads with high scores are not converting. The admin wants to understand which factors are influencing the score. Where can the admin find this information?

An AI Associate reviews the Lead Scoring model exhibit. What is the primary ethical concern with this model?

A sales manager wants to use Einstein Lead Scoring but is concerned about transparency for the sales team. Which TWO features should they enable to provide explainability? (Choose 2)

A data scientist trains a churn prediction model on CRM data that includes customer tenure, support ticket count, and last purchase date. The model achieves 95% accuracy on training data but only 60% on a holdout validation set. What is the most likely issue?

A company deploys Einstein Recommendation Builder on its e-commerce site. The recommendations are not personalized. What is the most likely cause?

A financial services firm deployed an AI model to automate loan approvals. The model was trained on historical loan data from the past 10 years, which shows that applicants from certain zip codes have higher default rates. After six months, the company's compliance team receives complaints that applicants from predominantly low-income neighborhoods are being rejected at a much higher rate than applicants from affluent areas, even when their financial profiles are similar. The model's overall accuracy remains high (95%), and the loan default rate has decreased by 15% since deployment. The company wants to address the ethical concerns without sacrificing performance. Which course of action should the company take?

A company uses Einstein Conversation Insights to analyze sales calls. They want to identify when a competitor is mentioned and automatically log that mention to the opportunity. Which feature should they configure?

A data analyst wants to understand why a particular opportunity win rate dropped last quarter. They need automated statistical analysis with natural language explanations and improvement suggestions. Which tool should they use?

A data scientist is building a churn prediction model using Einstein Discovery. They want to ensure the model does not rely on sensitive attributes like race or gender, even if those are correlated with other features. Which technique is MOST aligned with Salesforce's data minimisation principle?

A service analytics team wants to understand why customer case resolution times have increased. They need automated statistical analysis that generates natural language explanations and suggests improvements. Which product should they use?

A social media platform uses an AI model to automatically detect and remove hate speech. The model uses natural language processing and was trained on public posts. Recently, an internal audit reveals that the model removes posts from minority ethnic groups at a rate 3 times higher than from majority groups, even when the content is similar. The model achieves high precision and recall on the test set. The platform's content moderation team is overwhelmed with appeals. The company wants to maintain a safe environment while being fair. Which approach best addresses both goals?

A company wants to build an autonomous AI agent with Agentforce that can handle customer inquiries about order status and returns. The agent should escalate to a human agent when it cannot resolve the issue. Which two components must be configured in Agent Builder?

A company is deploying an AI-powered chatbot to handle customer service inquiries. The bot uses historical chat data for training. Which ethical consideration is MOST important to address before deployment?

A company implements Einstein Opportunity Scoring and wants to understand where the opportunity scores appear in the Salesforce Lightning interface. Which two locations display the score?

A company plans to use Einstein Discovery to analyze sales data. Which data preparation step is essential for time-series forecasting?

A company wants to build a custom AI prediction for churn rate using their Customer_Churn__c (Yes/No) field. In Einstein Prediction Builder, after selecting the object and prediction field, what is the next step?

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

A company needs to build a custom AI model that predicts whether a support case will be escalated based on account history, case description, and product category. The output should be a binary yes/no. Which tool should they use?

Which THREE of the following are best practices for training an Einstein Bot?

A financial services company is deploying Einstein Prediction Builder to predict customer churn. The data includes both numerical and categorical fields. Which step is essential to ensure the model is not biased against protected attributes like race or gender?

A marketing team wants to identify which leads are most likely to convert, based on historical lead data. They need a score from 1-99 visible on lead records. Which feature should they implement?

A company wants to build an autonomous AI agent using Agentforce that can handle customer inquiries about order status and reset passwords. Which components must be defined in Agent Builder? (Choose TWO.)

During the data preparation phase for an AI model, a data engineer discovers that the 'AnnualRevenue' field contains some negative values. What is the best course of action?

An admin is setting up Einstein Article Recommendations. Which type of data is essential for the model to learn which articles are relevant?

A marketing manager wants to use Einstein Send Time Optimization. To generate personalized send time recommendations, which data does the model primarily rely on?

A nonprofit uses an AI system to allocate resources to communities in need. The system uses historical data which shows that certain neighborhoods have lower service usage. What ethical risk should be considered?

Based on the exhibit, what does the accuracy of 0.85 indicate?

A company wants to use Einstein Prediction Builder to predict customer churn. Which data preparation step is essential before building the model?

Under the Salesforce Data Processing Addendum (DPA), what is Salesforce's commitment regarding customer data used in AI services?

A company notices that Einstein Prediction Builder predictions for 'Churn' are less accurate than expected. Which action should the administrator take first to improve model performance?

An AI Associate is asked to build a model that predicts employee performance. The dataset includes gender, department, and tenure. Which practice could introduce ethical risk?

Based on the exhibit, what is the primary issue with this Einstein Bot conversation?

A healthcare organization uses Einstein Next Best Action to recommend treatments to patients. They must comply with GDPR's right to explanation for automated decisions. Which combination of Einstein Trust Layer features is MOST essential to meet this requirement?

A sales manager wants to automatically identify which emails require immediate attention in their Sales Cloud inbox. Which Einstein feature should they enable?

Refer to the exhibit. An AI loan approval policy is defined as a JSON rule set. Which ethical issue is most prominent based on this policy?

A bank uses Einstein Discovery to generate insights about loan approval decisions. After deployment, they notice the model denies loans to a higher percentage of applicants from a certain postal code. Which action should be taken to ensure responsible AI?

A financial services firm uses Einstein Next Best Action to offer credit products. The model recommends high-interest loans more often to minority groups. The AI Associate must mitigate this. What is the most effective approach?

A healthcare organization uses Einstein Prediction Builder to predict patient no-show rates. They want to ensure that protected health information (PHI) like patient names and social security numbers are not used in the model. Which Salesforce Trusted AI principle or feature directly addresses this requirement?

A service manager wants to implement Einstein Case Classification to automatically classify incoming cases. Which THREE objects are suitable for case classification?

A Salesforce customer uses Einstein Sentiment Analysis to analyze customer feedback. They find the model is less accurate for non-English languages. What ethical concern does this raise?

A company wants to automatically categorize incoming support cases by Type, Priority, and Reason. They have historical case data with these fields populated. Which Einstein feature should they configure?

A company uses Salesforce Data Platform to store customer data. They want to use this data to train an AI model for lead scoring, but they are concerned about data quality. Which step should they take first to ensure the data is suitable for AI?

An administrator notices that Einstein Lead Scoring is not displaying scores for some leads. The leads have the required fields populated. What is the most likely cause?

Refer to the exhibit. The prediction API returns a probability of 0.85 for the label 'High Value'. What does this value represent?

A company wants to recommend products to visitors on their Experience Cloud site based on browsing behavior and past purchases. Which Einstein feature should be used?

A Salesforce administrator is setting up Einstein Next Best Action for a marketing campaign. They want to ensure that customer consent preferences are respected. Which action should they take?

A company uses Einstein Bots in Service Cloud. They want the bot to understand when a customer types 'I want to return a product' and route them appropriately. What must the admin configure first?

A bank is implementing an AI system to approve small business loans. Which TWO ethical considerations should be addressed?

An organization uses Salesforce Data Cloud to unify customer data from multiple sources. They want to ensure that data lineage is tracked for AI models. Which practice supports data lineage?

A team is labeling text data for a sentiment analysis model. To ensure consistency and quality, which practice should they prioritize?

Refer to the exhibit. What effect does this masking policy have on the data used for training an Einstein model?

A sales manager wants to automatically log emails from a specific customer domain to Salesforce, but exclude internal company emails and spam. Which feature should they configure?

Which TWO data preparation steps are critical for ensuring high-quality training data?

A marketing manager wants to recommend products to visitors on a community site based on their browsing behavior. Which Salesforce feature is designed for this use case?

A company plans to train an AI model using data from Salesforce CRM and an external marketing automation platform. What is the first step to unify these data sources in Data Cloud?

A marketing team wants to use AI to predict which leads are most likely to convert. The CRM contains historical lead data with conversion outcomes. Which type of machine learning should be used?

A company uses Einstein Prediction Builder to predict customer churn. They notice the model is less accurate for a certain segment. What is the best approach to mitigate bias?

A system administrator receives an error when running a Data Cloud data transform: 'Row-level security settings are preventing access to the source data.' The admin has appropriate permissions. What is the most likely cause?

An admin is training an Einstein Prediction Builder model for binary classification (lead conversion). The model performance is poor. Which THREE actions should the admin take to improve it?

A customer service manager wants to use Einstein Bots to handle common inquiries. They are concerned about the bot generating offensive responses. Which Einstein Trust Layer feature should they enable to minimize this risk?

An AI system used for recruitment has been found to be biased. Which THREE steps should be taken to address this? (Choose three.)

A sales operations manager wants to improve the accuracy of Einstein Opportunity Scoring. Which TWO actions should they take? (Choose two.)

A Salesforce admin wants to create a prompt template that generates a custom field value for a record based on other field values. Which Prompt Builder template type should they use?

A sales team wants to compare their own forecast amounts with an AI-generated prediction based on historical data and trends. Which Salesforce feature provides this comparison?

An admin wants to use Einstein Activity Capture to automatically log emails and events to Salesforce. Which TWO considerations are important when setting up this feature?

An organization is preparing data for Einstein Next Best Action. They have multiple action types (discounts, product suggestions, content). Which data model approach best ensures accurate recommendations?

A data scientist notices that a sentiment analysis model performs well on general product reviews but fails to correctly classify negative sentiment in industry-specific jargon (e.g., 'the API is flaky'). The most likely cause is:

Which two actions are consistent with Salesforce's ethical AI principles when deploying a custom AI model on Salesforce?

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

Which TWO statements correctly describe predictive AI compared to generative AI?

A developer creates a custom AI model using Salesforce's AI platform. They want to ensure the model is fair. What should they do first?

A sales rep wants to automatically generate a personalized email draft to a lead based on recent account activity. Which Einstein feature should be used?

A company's Einstein Sentiment model is used to flag negative customer feedback. The model was trained on English reviews only. When deployed globally, it misclassifies positive reviews in Spanish as negative. What is the primary ethical concern?

An admin is using Einstein Prediction Builder to predict whether a case will escalate. They have selected the prediction field (binary) and the dataset. After training, they notice the model uses all available fields. What should they do to improve model performance and reduce noise?

A sales operations manager wants to automatically prioritize leads based on their likelihood to convert. Which Einstein feature should they use to achieve this?

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.)

A model predicts customer churn with 95% accuracy, but most customers who actually churn are not flagged by the model. Which metric should the team improve?

A sales rep wants to automatically generate a personalized email to a lead based on their recent activity. Which Einstein GPT feature should the rep use?

A model predicts customer lifetime value with high precision but low recall on high-value customers. What is the business impact?

A sales team wants to automatically generate personalized follow-up emails after each meeting. Which Salesforce AI feature should they use?

A predictive model for opportunity scoring shows high precision but low recall. Which business impact is most likely?

A healthcare organization needs to automatically classify incoming cases into predefined categories (e.g., billing, clinical, technical) based on the case description. They have historical case data with known categories. Which Einstein feature is most appropriate?

A company deployed an AI chatbot for customer service. After a week, they receive complaints that the chatbot responds differently based on customer accent. The ethical issue is most likely due to:

A company wants to use Einstein Relationship Intelligence to analyze email and calendar data for opportunity insights. Which two conditions must be met? (Select two answers.)

What type of AI is designed to perform a specific task, such as playing chess or recommending products?

A data analyst wants to use Einstein Discovery to understand factors driving case resolution time. Which TWO outputs does Einstein Discovery provide?

A company wants to use AI to automatically extract invoice numbers, dates, and totals from scanned invoices. Which AI capability is MOST relevant?

A company wants to use Einstein GPT to generate personalized sales emails for their sales team. They need to ensure that the generated emails adhere to brand voice guidelines. Which tool should they use to define the prompt template for email generation?

A company wants to use Einstein Article Recommendations to suggest knowledge articles to support agents. What is a prerequisite for this feature?

Refer to the exhibit. A data transformation configuration is shown. Which of the following describes the outcome of applying this transformation?

A company wants to use Einstein Sentiment Analysis to classify customer feedback. What is the FIRST step they should take to ensure ethical use of customer data?

An admin wants to use Einstein GPT to generate personalized sales emails for reps. They need to ensure the emails include the latest product inventory data from an external system. Which approach should they take?

A global manufacturing company uses Sales Cloud and has implemented Einstein Opportunity Scoring to prioritize deals. The scoring model was trained on historical data and initially performed well. Over the past month, the scores have become less accurate, with many high-scoring opportunities not closing and some low-scoring ones closing. The admin notices that the sales team has been using a new discounting strategy that heavily influences deal outcomes. The admin wants to improve model performance without manual intervention. Which action should the admin take?

Refer to the exhibit. What data quality issue does the exhibit reveal?

A sales leader wants to see an AI-generated forecast that compares the predicted revenue to the reps' commit amounts. Which feature provides this comparison?

A Salesforce admin is configuring Einstein Conversation Insights. They want to automatically capture next steps from sales call recordings. Which component of Conversation Insights provides this functionality?

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?

An admin is troubleshooting Einstein Sentiment. The model returns high confidence but wrong sentiment (e.g., positive reviews labeled negative). What is the most likely issue?

A government agency uses an AI system to allocate resources for public services such as healthcare and education. The system is designed to optimize overall efficiency based on historical usage data. After deployment, it becomes clear that underserved regions with less historical data receive significantly less funding than well-served regions. The agency's mission is to promote equity. The system's performance metrics show high efficiency, but community leaders protest the unfair distribution. What should the agency do?

An admin wants to create a prompt template that dynamically pulls the case subject and description to generate a knowledge article draft. Which prompt template type should they use in Prompt Builder?

An AI model for predicting employee performance is found to have a higher false positive rate for women than for men. What is the best course of action?

A data scientist wants to use Einstein Vision to detect defects in product images. Which type of model should they create?

Refer to the exhibit. A Salesforce developer configures the Einstein Trust Layer as shown. What is the primary purpose of enabling data masking?

A company uses AI to automatically categorize customer support tickets into 'Billing', 'Technical', or 'General'. The model is trained on thousands of past tickets labeled by agents. What type of AI task is this?

Refer to the exhibit. This JSON snippet is from the Einstein Trust Layer configuration. What is the purpose of this configuration?

A healthcare provider uses an AI model to predict patient readmission risk. The model is trained on historical data that underrepresents minority populations. What is the MOST significant ethical risk?

A company wants to build a chatbot for their customer portal that can handle returns and refunds. They want the bot to understand phrases like 'I want to return my order' or 'refund request'. What must they configure in Einstein Bots to recognize these variations?

A sales team wants to use AI to get product recommendations for customers. Which TWO types of machine learning could be used?

A company wants to use Einstein to forecast sales beyond simple manager rollups, comparing AI predictions with rep commitments. Which feature should they enable?

A marketing manager wants to recommend personalized products to customers on a community portal. Which Einstein feature should they use?

An admin is building a custom AI prediction with Einstein Prediction Builder for a binary classification problem. Which THREE steps are required in the configuration? (Choose 3)

Refer to the exhibit. An AI model's accuracy is shown for four demographic groups. Which group should be investigated for potential bias?

Which TWO practices help ensure accountability in AI systems?

A team trains a model to predict customer lifetime value (CLV) using CRM data. The model's predictions are way off for new customers who have only been with the company for a month. Which factor is MOST likely contributing to this issue?

A service manager wants to use Einstein Case Classification to automatically categorize incoming cases. What is a prerequisite for training the model?

A company is deploying Einstein Reply Recommendations for a sales team. To comply with Salesforce's Trusted AI principle of transparency, what must the company ensure about the AI-generated replies?

A sales rep wants to automatically log emails and events from Outlook to Salesforce without manual work. Which Einstein feature should be enabled?

A company uses Einstein Prediction Builder to predict which leads will convert. They have a binary outcome field 'Converted__c' which is true for 8% of leads. After training, the model shows high accuracy (95%) but very low precision for the positive class. What is the most likely cause?

A healthcare AI model uses patient data. The legal team requires that all data used for training be de-identified according to HIPAA Safe Harbor method. Which data handling process satisfies this?

An organization uses an AI-powered resume screening tool to shortlist candidates for a software engineering role. The tool was trained on historical hiring data from the past five years, during which the company predominantly hired male candidates. After deployment, the tool consistently ranks female candidates lower, even when they have equivalent qualifications. The AI team reports that the overall model accuracy is 92%, and they argue that performance is strong. However, the diversity and inclusion team raises ethical concerns about gender bias. The Salesforce AI Associate is asked to evaluate the situation. What should the associate recommend?

An organization uses Einstein Lead Scoring and notices that leads with a score above 80 are being sent to the sales team too quickly, overwhelming them. The admin wants to adjust when leads are automatically assigned. What should the admin do?

Refer to the exhibit. The fairness evaluation shows a disparate impact of 0.85, equal opportunity difference of 0.12, and demographic parity difference of 0.18. Which fairness thresholds are violated?

A company wants to use customer purchase history to train a recommendation model. Which action is essential to comply with data privacy regulations?

A company uses a generative AI model to create marketing copy. They want to ensure the output is accurate and not misleading. Which TWO practices should they implement?

To comply with Salesforce's AI ethics principles when using Einstein Bots, which two practices should be implemented?

A company wants to use Einstein Bots to handle customer support queries. Which preparation is most important before deploying the bot?

A large enterprise is using Einstein Lead Scoring and notices that the model score is not updating for leads created via a web-to-lead form. The leads have all required fields populated. The admin has verified that the model is active and the data source includes the Lead object. What could be causing the score to remain static?

A company wants to use its data from Salesforce to train an Einstein AI model. However, they need to exclude records where the customer has opted out of data use. Which field should they configure in the Data Manager?

A healthcare organization uses Salesforce to develop an AI model for patient readmission prediction. They must comply with HIPAA regulations. The dataset includes patient names, addresses, medical record numbers, and detailed clinical notes. The data scientist plans to train a supervised model using historical readmission outcomes. What is the most important data governance step before model training?

When using Einstein Lead Scoring, which data source is most critical for generating accurate lead scores?

A data scientist is using Einstein Discovery to analyze sales data. The model results show a high correlation between two predictor variables. Which TWO actions should the data scientist take?

A service manager wants to auto-classify incoming cases into Type, Priority, and Reason fields to streamline routing. Which Einstein feature should they use?

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 Einstein feature provides automated statistical analysis of Salesforce data, generates natural language stories, and suggests improvement actions?

A service manager wants to auto-classify incoming cases by Type, Priority, and Reason based on the case description. Which Einstein feature should be configured to achieve this?

A company uses Einstein Prediction Builder to score leads. The model systematically gives lower scores to leads from a particular geographic region, even though those leads often convert. Which action should the company take to address this ethical concern?

A company uses Einstein Prediction Builder to recommend products. They notice the model often recommends high-priced items to users in affluent areas, potentially excluding others. What should the AI Associate do first?

A sales director wants to use AI to prioritize leads that are most likely to convert. The company has historical data on leads that includes whether they converted (yes/no) and various attributes. Which machine learning type should be used?

A company wants to analyze recorded sales calls to identify keywords, talk-time patterns, and automatically capture next steps. Which feature should they use?

A data scientist discovers that an AI model used for loan approval predicts high default risk disproportionately for a specific demographic group. What is the first step to address this issue?

A retail company has implemented a Salesforce AI lead scoring model to prioritize high-value customers. After three months, the model's AUC-ROC score is only 0.55, indicating poor performance. The data scientist reviews the training data and finds that 20% of the records are exact duplicates due to multiple data imports from different sources. The duplicates have inconsistent target labels (some labeled 'converted', others 'not converted'). What should the data scientist do to improve model performance?

A support manager wants to automatically classify incoming cases into the correct Type and Priority fields based on the case description. Which Einstein feature should be configured?

Which Einstein feature provides AI-powered predictions for opportunity win likelihood?

A support agent needs to quickly find a relevant knowledge article while handling a case. Which Einstein feature suggests articles automatically?

A sales manager wants to see an AI-generated prediction of how likely each opportunity is to close, alongside the sales rep's own forecast commit. Which feature should they use?

A sales manager is reviewing the AI predictions from Einstein Opportunity Scoring. Which THREE actions should the manager take to ensure ethical use of AI according to Salesforce Trusted AI principles?

A Salesforce admin is configuring Einstein Search for an organization with users in multiple countries. Which ethical consideration is most important?

A company uses Einstein Conversation Insights to analyze sales calls. They want to automatically capture follow-up tasks mentioned during the call. Which metric or feature should they use?

A service manager wants to automatically categorize incoming cases by Type, Priority, and Reason based on the case description. Which Einstein feature should be used?

A service manager wants to automatically assign the correct 'Type' and 'Priority' fields on incoming cases. Which feature automatically classifies cases using AI?

A sales manager wants to automatically prioritize leads based on their likelihood to convert. Which Einstein feature should the admin enable?

A financial services firm is required to explain why a specific customer was denied a loan. They use Einstein Discovery to analyze loan approval data. Which Einstein Discovery output is BEST suited for generating a human-readable explanation of the key factors leading to the decision?

A company uses an AI model to classify customer support cases into categories. The model often misclassifies cases from a specific region, leading to longer resolution times. What is the most likely cause?

A data analyst wants to create an automatic statistical analysis of sales data that includes waterfall charts and improvement suggestions. Which feature provides these capabilities?

Refer to the exhibit. A data scientist sees this error when training an Einstein Discovery model for customer churn prediction. What is the most likely reason for the error?

A company wants to use generative AI to assist sales reps with writing call summaries and follow-up emails. Which TWO Salesforce Einstein features can be used together to achieve this? (Choose 2)

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

A developer needs to classify images of products into categories using a custom model. They have labeled image data. Which Einstein platform should they use?

An admin is building an autonomous agent using Agentforce. They need to define what the agent can do and how it responds. Which THREE components must be set up in Agent Builder?

An admin is using Einstein Prediction Builder to create a model predicting whether a support case will be escalated. Which THREE steps are required during the prediction creation process?

Which TWO actions can be performed using Einstein Activity Capture?

A financial services firm uses an AI model to approve small business loans. The model denies loans at a much higher rate for businesses owned by minorities, even when financial indicators are similar. What is the MOST likely cause?

A company wants to use generative AI to draft email replies to common customer inquiries in Service Cloud. The replies should be based on company-approved templates and knowledge articles. Which feature should they use?

A company is preparing data for Einstein Prediction Builder to forecast lead conversion. They have historical data with fields like Lead Source, Industry, Number of Employees, and Converted (boolean). Which data preparation step is most critical?

Refer to the exhibit. A data analyst has defined this field mapping for Einstein Prediction Builder. Which data issue would most likely arise from this mapping?

A company wants to use AI to automatically categorize incoming cases into predefined types and priorities. Which feature should they configure?

A data scientist is training a custom AI model using Salesforce Data. They want to ensure that the model does not inadvertently learn patterns from Personal Identifiable Information (PII) fields such as Social Security numbers. Which approach aligns with Salesforce's responsible AI practices?

A company is building an autonomous AI agent with Agentforce. They need to define what the agent can do and how it responds. Which THREE components must be configured in Agent Builder?

Refer to the exhibit. A data scientist built a model using training data where 80% of leads were won. The model achieved 80% accuracy. What is the main issue with this evaluation?

A marketing manager wants to use AI to recommend next-best actions for customers based on their previous purchases. Which Einstein feature is most appropriate?

A sales team uses Einstein Lead Scoring. They notice the model gives low scores to leads from certain industries. The AI Associate suspects bias. What should they do to validate?

A sales operations manager wants to use Einstein GPT for Sales to improve rep productivity. Which THREE tasks can Sales GPT perform?

According to Salesforce's AI ethics principles, which three pillars should guide the development of AI applications?

A sales operations manager notices that Einstein Lead Scoring is not producing scores for some leads. The leads have all required fields populated. What is the most likely cause?

A developer is building an autonomous AI agent with Agentforce. They need the agent to perform actions in Salesforce, such as updating records and sending emails. How should they define these capabilities in Agent Builder?

A Salesforce admin implements Einstein Bots for customer service. To ensure the bot does not use biased language, what should the admin do?

A Salesforce admin needs to create a prompt template that generates a follow-up email after a meeting. Which Prompt Builder template type should be used?

A sales team is using Einstein Lead Scoring and notices that leads from a certain geographic region are consistently scored lower, even when the lead's profile matches high-performing customers from other regions. What is the most likely cause and recommended first step?

A sales team wants to prioritize leads that are most likely to convert. They have historical data on lead attributes and conversion outcomes. Which AI technique should be used?

A sales manager wants to automatically track emails and events from their sales team's Gmail accounts into Salesforce without manual logging. Which Salesforce feature should they enable?

A sales manager wants to see an AI-generated prediction of which opportunities are most likely to close, along with the key factors influencing that prediction. Which feature provides this capability directly in the opportunity record?

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?

Which Salesforce Einstein feature provides automated statistical analysis of data, generates stories in natural language, and offers improvement suggestions in a waterfall chart?

A company wants to use Einstein Bots to handle customer inquiries. They need to train the bot to understand different customer intents. Which TWO components are essential for defining bot understanding?

A developer is building an Einstein Bot that needs to understand when a customer says 'I want to return a purchase' and route them to the returns process. How should they configure the bot?

Which THREE capabilities are provided by Einstein GPT in Sales and Service?

A company is implementing Einstein Activity Capture. Users have enabled the feature, but emails are not being automatically logged. Which configuration should the administrator verify first?

A service agent needs to quickly find a relevant knowledge article while working on a case. Which Einstein feature can automatically suggest articles based on the case details?

Which Einstein feature uses strategy builder (flows, Apex) to recommend offers or actions to users at the right moment?

A financial services company is deploying Einstein AI and must comply with regulations requiring explainable decisions. Which Einstein capability allows them to understand why an AI model made a specific prediction?

A service manager wants to automatically classify incoming cases into Type, Priority, and Reason fields to reduce manual data entry. Which Einstein feature best meets this requirement?

Which Einstein feature provides AI-powered call recording analysis that tracks keywords, talk-time metrics, and next steps?

An AI system used for medical diagnosis has been shown to have lower accuracy for certain ethnic groups. The development team is considering releasing it anyway because most patients are from the majority group. Which ethical principle is most compromised?

A sales manager wants to automatically surface the most important emails that require immediate attention from a high volume of daily customer messages. Which Einstein feature should they enable?

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?

A healthcare provider uses an AI system to predict patient readmission risk. The system was trained on historical data from the past five years, during which the hospital served a predominantly urban population. Recently, the hospital expanded to rural areas with different demographic and socioeconomic profiles. The AI predictions have been less accurate for rural patients, leading to misallocation of care resources. The AI Ethics committee is reviewing the system for potential bias. The model outputs a risk score from 0 to 100. The data science team has identified that the model uses features such as income, distance from hospital, and insurance type, which may correlate with race and socioeconomic status. The team wants to make the model fairer without retraining from scratch. Which approach best balances fairness and predictive accuracy?

An admin wants to create a custom AI model to predict lead conversion using Einstein Prediction Builder. Which TWO items must they select when creating the model? (Choose two)

A company must comply with GDPR when using Einstein Features to process customer data for AI predictions. Which THREE actions are required under GDPR that relate directly to AI-driven decisions?

An admin wants to compare the AI-generated forecast with a rep's commit forecast to identify gaps. Which feature should they use?

A financial services firm uses an AI model to approve loan applications. They discover the model denies loans at a higher rate for a protected demographic. What is the most likely root cause?

Which TWO are best practices when implementing Einstein Recommendation Builder?

Refer to the exhibit. An admin sees this error in the Einstein activity log. What is the most likely cause?

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