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Read each scenario carefully and choose your answer before revealing the explanation. Then check why your choice was right or wrong. Repeat until the reasoning feels automatic.

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AI Associate · topic practice

AI Capabilities in CRM practice questions

Practise Salesforce AI Associate AI Associate AI Capabilities in CRM practice questions — original exam-style scenarios with answer choices, explanations, and analysis of common mistakes.

Courseiva uses original exam-style practice questions designed for learning and revision. The goal is to understand the concepts, recognise exam patterns, and improve through explanations — not memorise copied exam dumps.

Reviewed byJohnson Ajibi· MSc IT Security

20 questionsDomain: AI Capabilities in CRM

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What the exam tests

What to know about AI Capabilities in CRM

AI Capabilities in CRM questions test whether you can apply the concept in context, not just recognise a definition.

How the topic appears in realistic exam-style scenarios.

Which detail in the question changes the correct answer.

How to eliminate plausible but wrong options.

How to connect the question back to the wider exam objective.

Watch out for

Common AI Capabilities in CRM exam traps

▸Answering from memory before reading the full scenario.
▸Missing a constraint such as cost, availability, security, scope or command context.
▸Choosing a broad answer when the question asks for the most specific fix.
▸Ignoring why the wrong options are tempting.

Practice set

AI Capabilities in CRM questions

20 questions · select your answer, then reveal the explanation

Question 1easymultiple choice

Read the full AI Capabilities in CRM explanation →

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

Trap 1: Chatter must be disabled for the organization

Chatter must be enabled for Activity Capture to function.

Trap 2: Sales Cloud Einstein licenses for all users

Einstein Activity Capture is included with Sales Cloud, not an add-on license.

Trap 3: The feature is automatically enabled once email integration is…

Einstein Activity Capture must be explicitly enabled by an admin.

Study all AI Capabilities in CRM common traps →

A
Chatter must be disabled for the organization
Why wrong: Chatter must be enabled for Activity Capture to function.
B
Sales Cloud Einstein licenses for all users
Why wrong: Einstein Activity Capture is included with Sales Cloud, not an add-on license.
C
The feature is automatically enabled once email integration is configured
Why wrong: Einstein Activity Capture must be explicitly enabled by an admin.
D
Users must grant access to their email and calendar via OAuth
Users must authorize Salesforce to access their email and calendar.

AI Capabilities in CRM practice questions

What to know about AI Capabilities in CRM

Common AI Capabilities in CRM exam traps

AI Capabilities in CRM questions

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

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?

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 wants to use Einstein Bots to handle common customer service inquiries. Which feature should be enabled to allow the bot to escalate to a live agent when it cannot resolve the issue?

Which TWO actions can be performed using Einstein Activity Capture?

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

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

Exhibit

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

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

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

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 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?

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

An admin 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 company uses Einstein Prediction Builder to predict whether a lead will convert. The model's confidence score is low, and the admin wants to improve accuracy. What is the most effective action?

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

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

Which TWO are best practices when implementing Einstein Recommendation Builder?

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