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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
Practice 10 questionsBrowse domain →

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 1mediummultiple choice
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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?

Question 2hardmultiple choice
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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?

Question 3easymultiple choice
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A sales rep wants to use Einstein Activity Capture to automatically log emails and meetings. Which prerequisite must be met?

Question 4mediummultiple choice
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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?

Question 5hardmultiple choice
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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?

Question 6easymulti select
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Which TWO actions can be performed using Einstein Activity Capture?

Question 7hardmulti select
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Which THREE factors influence the prediction accuracy of Einstein Lead Scoring?

Question 8hardmultiple choice
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An admin reviews the Einstein service configuration JSON. Based on the exhibit, which statement is true?

Exhibit

Refer to the exhibit.

```
{
  "einsteinServices": {
    "leadScoring": {
      "enabled": true,
      "modelName": "Lead Score Model V2",
      "scoringFields": ["AnnualRevenue", "Industry", "NumberOfEmployees", "LeadSource"],
      "retrainingFrequency": "WEEKLY",
      "lastRetrained": "2025-01-15"
    },
    "opportunityScoring": {
      "enabled": false,
      "modelName": "Default",
      "scoringFields": ["Amount", "Type", "StageName", "CloseDate"],
      "retrainingFrequency": "DAILY",
      "lastRetrained": "2025-01-20"
    }
  }
}
```
Question 9mediummultiple choice
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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?

Question 10easymultiple choice
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A sales manager wants to automatically prioritize leads based on their likelihood to convert. Which Einstein feature should be used?

Question 11mediummultiple choice
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A company uses Salesforce and wants to provide automated chat responses for common customer inquiries. Which Einstein feature should be configured?

Question 12hardmultiple choice
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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?

Question 13easymultiple choice
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A service manager wants to automatically categorize incoming support cases based on the customer's description. Which Einstein feature should be used?

Question 14mediummultiple choice
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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?

Question 15hardmultiple choice
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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?

Question 16easymultiple choice
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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?

Question 17mediummultiple choice
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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?

Question 18easymulti select
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Which TWO features are part of Einstein AI capabilities in Salesforce Sales Cloud?

Question 19mediummulti select
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Which THREE are requirements for enabling Einstein features in a Salesforce org?

Question 20hardmulti select
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Which TWO are best practices when implementing Einstein Recommendation Builder?

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Frequently asked questions

What does the AI Associate exam test 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 should I use these practice questions?
Select your answer before revealing the explanation. Then read why each option is right or wrong — this active recall approach builds retention far faster than re-reading notes.
Can I practise just AI Capabilities in CRM questions in a focused session?
Yes — the session launcher on this page draws every question from the AI Capabilities in CRM domain. Use a 10-question session first to gauge your baseline, then move to 20 or 30 once the weak spots are clear.
Where can I practise other AI Associate topics?
Use the topic links above to move to related areas, or go back to the AI Associate question bank to see all topics.
Are these real exam questions or dumps?
These are original practice questions written to test the same concepts the AI Associate exam covers. They are not copied from any real exam or dump site.