Which type of bias imposes a system's values on

others?
A. Association
B. Automation
C. Societal

Next Question
Question 2 ( Exam A )
A sales manager wants to improve their processes
using AI in Salesforce.
Which application of AI would be most beneficial?
A. Lead scoring and opportunity forecasting
B. Data modeling and management
C. Sales dashboards and reporting

Answer : A
Next Question
Question 3 ( Exam A )
What is the most likely impact that high-quality data
will have on customer relationships?
A. Improved customer trust and satisfaction
B. Increased brand loyalty
C. Higher customer acquisition costs
Answer : A
Next Question
Question 4 ( Exam A )
What are the key components of the data quality
standard?
A. Accuracy, Completeness, Consistency
B. Reviewing, Updating, Archiving
C. Naming, Formatting, Monitoring

Answer : A
Next Question
Question 5 ( Exam A )
What is the role of Salesforce's Trusted AI Principles in
the context of CRM systems?
A. Outlining the technical specifications for AI
integration
B. Providing a framework for AI data model accuracy
C. Guiding ethical and responsible use of AI

Answer : C
What is a benefit of data quality and transparency as it
pertains to bias in generative AI?
A. Chances of bias are aggravated.
B. Chances of bias are removed.
C. Chances of bias are mitigated.

Answer : C
Next Question
Question 7 ( Exam A )
A business analyst (BA) wants to improve business by
enhancing their sales processes and customer support.
Which AI applications should the BA use to meet their
needs?
A. Sales data cleansing and customer support data
governance
B. Machine learning models and chatbot predictions
C. Lead scoring, opportunity forecasting, and case
classification

Answer : C
Next Question
Question 8 ( Exam A )
How does AI within CRM help sales representatives
better understand previous customer interactions?
A. Creates, localizes, and translates product
descriptions
B. Provides call summaries
C. Triggers personalized service replies

Answer : B
Next Question
Question 9 ( Exam A )
Why is it critical to consider privacy concerns when
dealing with AI and CRM data?
A. Ensures compliance with laws and regulations
B. Confirms the data is accessible to all users
C. Increases the volume of data collected

Answer : A
Next Question
Question 10 ( Exam A )
A data quality expert at Cloud Kicks wants to ensure
that each new contact contains at least an email
address or phone number.
Which feature should they use to accomplish this?
A. Validation rule
B. Autofill
C. Duplicate matching rule

Answer : A
In the context of Salesforce's Trusted AI Principles, what
does the principle of Empowerment primarily aim to
achieve?
A. Empower users of all skill levels to build AI
applications with clicks, not code.
B. Empower users to solve challenging technical
problems using neural networks.
C. Empower users to contribute to the growing body of
knowledge of leading AI research.

Answer : A
Next Question
Question 12 ( Exam A )
Cloud Kicks wants to use an AI model to predict the
demand for shoes using historical data on sales and
regional characteristics.
What is an essential data quality dimension to achieve
this goal?
A. Age
B. Reliability
C. Volume
Answer : B
Next Question
Question 13 ( Exam A )
A financial institution plans a campaign for preapproved
credit cards.
How should they implement Salesforce's Trusted AI
Principle of Transparency?
A. Communicate how risk factors such as credit score
can impact customer eligibility.
B. Flag sensitive variables and their proxies to prevent
discriminatory lending practices.
C. Incorporate customer feedback into the model’s
continuous training.

Answer : A
Next Question
Question 14 ( Exam A )
What is a key challenge of human-AI collaboration in
decision-making?
A. Leads to more informed and balanced decision-
making
B. Creates a reliance on AI, potentially leading to less
critical thinking and oversight
C. Reduces the need for human involvement in
decision-making processes

Answer : B
Next Question
Question 15 ( Exam A )
Which best describes the difference between predictive
AI and generative AI?
A. Predictive AI and generative AI have the same
capabilities but differ in the type of input they receive;
predictive AI receives raw data whereas generative AI
receives natural language.
B. Predictive AI uses machine learning to classify or
predict outputs from its input data whereas generative
AI does not use machine learning to generate its
output.
C. Predictive AI uses machine learning to classify or
predict outputs from its input data whereas generative
AI uses machine leaning to generate new and original
output for a given input.

Answer : C
What is machine learning?
A. A data model used in Salesforce
B. AI that can grow its intelligence
C. AI that creates new content
Answer : B
Next Question
Question 17 ( Exam A )
The Cloud Kicks technical team is assessing the
effectiveness of their AI development processes.
Which established Salesforce Ethical Maturity Model
should the team use to guide the development of
trusted AI solutions?
A. Ethical AI Prediction Maturity Model
B. Ethical AI Practice Maturity Model
C. Ethical AI Process Maturity Model

Answer : B
Next Question
Question 18 ( Exam A )
What is a potential source of bias in training data for AI
models?
A. The data is collected in real time from source
systems.
B. The data is collected from a diverse range of sources
and demographics.
C. The data is skewed toward a particular demographic
or source.
Answer : C
Next Question
Question 19 ( Exam A )
Cloud Kicks wants to use AI to enhance its sales
processes and customer support.
Which capability should they use?
A. Sales Path and Automated Case Escalations
B. Einstein Lead Scoring and Case Classification
C. Dashboard of Current Leads and Cases

Answer : B
Next Question
Question 20 ( Exam A )
What can bias in AI algorithms in CRM lead to?
A. Ethical challenges in CRM systems
B. Advertising cost increases
C. Personalization and targeted marketing changes

Answer : A
Which Einstein capability uses emails to create content
for Knowledge articles?
A. Predict
B. Discover
C. Generate

Answer : C
Next Question
Question 22 ( Exam A )
A system admin recognizes the need to put a data
management strategy in place.
What is a key component of a data management
strategy?
A. Naming Convention
B. Color Coding
C. Data Backup

Answer : C
Next Question
Question 23 ( Exam A )
How does a data quality assessment impact business
outcomes for companies using AI?
A. Provides a benchmark for AI predictions
B. Accelerates the delivery of new AI solutions
C. Improves the speed of AI recommendations
Answer : A
Next Question
Question 24 ( Exam A )
What is an example of ethical debt?
A. Violating a data privacy law and failing to pay fines
B. Delaying an AI product launch to retrain an AI data
model
C. Launching an AI feature after discovering a harmful
bias

Answer : C
Next Question
Question 25 ( Exam A )
A consultant conducts a series of Consequence
Scanning Workshops to support testing diverse
datasets.
Which Salesforce Trusted AI Principle is being practiced?
A. Accountability
B. Inclusivity
C. Transparency

Answer : B
Cloud Kicks wants to develop a solution to predict
customers’ product interests based on historical data.
The company found that employees from one region
use a text field to capture the product category, while
employees from all other locations use a picklist.
Which dimension of data quality is affected in this
scenario?
A. Accuracy
B. Completeness
C. Consistency

Answer : C
Next Question
Question 27 ( Exam A )
A marketing manager wants to use AI to better engage
their customers.
Which functionality provides the best solution?
A. Bring Your Own Model
B. Journey Optimization
C. Einstein Engagement

Answer : C
Next Question
Question 28 ( Exam A )
Which action should be taken to develop and
implement trusted generative AI with Salesforce's
safety guideline in mind?
A. Be transparent when AI has created and
autonomously delivered content.
B. Develop right-sized models to reduce our carbon
footprint.
C. Create guardrails that mitigate toxicity and protect
PII.

Answer : C
Next Question
Question 29 ( Exam A )
Cloud Kicks learns of complaints from customers who
are receiving too many sales calls and emails.
Which data quality dimension should be assessed to
reduce these communication inefficiencies?
A. Duplication
B. Consent
C. Usage

Answer : A
Next Question
Question 30 ( Exam A )
What is a potential outcome of using poor-quality data
in AI applications?
A. AI models may produce biased or erroneous results.
B. AI models become more interpretable.
C. AI model training becomes slower and less efficient.

Answer : A

What is a benefit of a diverse, balanced, and large

dataset?
A. Training time
B. Data privacy
C. Model accuracy

What are the three commonly used examples of AI in

CRM?
A. Predictive scoring, reporting, Image classification

B. Predictive scoring, forecasting, recommendations

C. Einstein Bots, face recognition, recommendations

Cloud Kicks wants to optimize its business operations

by incorporating AI into its CRM.
What should the company do first to prepare its data
for use with AI?
A. Remove biased data.
B. Determine data availability.
C. Determine data outcomes.
A healthcare company implements an algorithm to
analyze patient data and assist in medical diagnosis.
Which primary role does data Quality play In this AI
application?

A. Enhanced accuracy and reliability of medical predictions and

diagnoses
B. Ensured compatibility of AI algorithms with the system's
Infrastructure
C. Reduced need for healthcare expertise in interpreting AI
outouts

What are some of the ethical challenges associated

with AI development?

A. Potential for human bias in machine learning algorithms and

the lack of transparency in AI decision-making processes
B. Implicit transparency of AI systems, which makes It easy for
users to understand and trust their decisions
C. Inherent neutrality of AI systems, which eliminates any
potential for human bias in decision- making

Cloud Kicks discovered multiple variations of state and

country values in contact records.
Which data quality dimension is affected by this issue?
A. Usage
B. Accuracy
C. Consistency

How is natural language processing (NLP) used in the

context of AI capabilities?
A. To cleanse and prepare data for AI implementations
B. To interpret and understand programming language
C. To understand and generate human language
What is an example of Salesforce's Trusted AI Principle
of Inclusivity in practice?

A. Testing models with diverse datasets

B. Striving for model explain ability
C. Working with human rights experts

What is a potential outcome of using poor-quality data in AI application?

A AI model training becomes slower and less efficient

B AI models may produce biased or erroneous results.

C AI models become more interpretable

What is the rile of data quality in achieving AI business Objectives?

A Data quality is unnecessary because AI can work with all data types.

B Data quality is required to create accurate AI data insights.

C Data quality is important for maintain Ai data storage limits

Which best describes the different between predictive AI and generative AI?
A Predictive new and original output for a given input.

B Predictive AI and generative have the same capabilities differ in the type of
input they receive: predictive AI receives raw data whereas generation AI
receives natural language.

C Predictive AI uses machine learning to classes or predict output from its input
data whereas generative AI does not use machine learning to generate its
output

What are the key components of the data quality standard?

A Naming, formatting, Monitoring
B Accuracy, Completeness, Consistency

C Reviewing, Updating, Archiving

Cloud kicks wants to decrease the workload for its customer care agents by
implementing a chatbot on its website that partially deflects incoming cases by
answering frequency asked questions
Which field of AI is most suitable for this scenario?
A Natural language processing

B Computer vision

C Predictive analytics

A financial institution plans a campaign for preapproved credit cards?

How should they implement Salesforce's Trusted AI Principle of Transparency?
A Communicate how risk factors such as credit score can impact customer
eligibility.

B Flag sensitive variables and their proxies to prevent discriminatory lending

practices.

C Incorporate customer feedback into the model's continuous training.

Question 1: In a financial services company that offers various

products, including credit cards, loans, and investment services,
how can leveraging Einstein Next Best Action (NBA) enhance
customer experience?

Option A: By providing intelligent, real-time, and personalized recommendations for

the customer

Option B: By automating the process of background and financial status checks for
new customers

Option C: By predicting fluctuations in the stock market and providing detailed

reports on market trends
Question 2: In the context of developing an Artificial Intelligence (AI) predictive
model, why is the “historical” trait of data crucial, and how does it impact the
model’s effectiveness?

Option A: Historical data provides a chronological record of past events, enabling the
AI model to identify patterns and trends over time.

Option B: Historical data focuses on recent information, dismissing older records, to

streamline the model’s analysis and reduce computational complexity.

Option C:The historical trait of data primarily impacts the accuracy of descriptive
analytics rather than predictive modeling in AI.

Question 3: Mytutorialrack has recently implemented Salesforce AI to

streamline customer interactions. A discrepancy is identified in the AI-driven
recommendations, leading to potential customer dissatisfaction. Why is
accountability important in this context?

Option A: To trace and understand the cause of the issue, enabling improvements
Option B: To ensure the AI system is solely responsible for all decisions
Option C: To determine which specific individuals are to blame for the discrepancy

Question 4: Solar Wave Marketing, a company specializing in online

marketing, is looking to improve its email campaign strategies. They have a
significant customer base and want to maximize engagement through their
email outreach. The team is considering the best time to implement a specific
Salesforce tool to enhance the effectiveness of their campaigns. When is the
best time for Solar Wave Marketing to utilize Einstein Engagement Scoring in
their Salesforce CRM to maximize the effectiveness of their email campaigns?

Option A: When setting up annual budget allocations for marketing efforts.

Option B: When analyzing the best target audience for specific email campaigns
Option C: When creating new marketing content for future campaigns.

Question 5: Within the customer service department at Cosmic Caverns, how

can ethical challenges associated with AI usage be effectively managed to
ensure customer trust?

Option A: By establishing a feedback loop with customers to understand concerns

and continuously refining AI systems
Option B: By quickly adopting the latest AI technologies without extensive testing to
stay ahead of competitors
Option C: By limiting transparency regarding the use of AI to prevent unnecessary
customer apprehension

Question 6: Solar Growth Inc. is exploring ways to enhance its operations

using AI technologies. SolarGrowth Inc. wants to choose the AI application
that will most effectively increase customer engagement and sales on its
website. Which AI application should be implemented to achieve their goal?

Option A: Recommendation system

Option B: Pattern recognition system
Option C: Prediction system

Question 7: In a hypothetical organization implementing Salesforce AI, what

scenario might indicate the presence of ethical debt?

Option A: The company openly shares the limitations and biases of its AI models but
struggles with swift deployment.
Option B: The organization prioritizes rapid AI deployment, overlooking potential
biases in the training data.
Option C: The AI development team rarely communicates about their auditing
processes, creating a shroud of secrecy.

Question 8: In the context of Ethical AI Practice Maturity within the Human

Resources department at Cosmic Caverns, how does it contribute to
responsible AI use?

Option A: By strictly adhering to predetermined ethical guidelines without flexibility

Option B: By continuously assessing and improving ethical practices throughout the
AI development lifecycle
Option C: By swiftly implementing the latest AI technologies to optimize recruitment
processes

Question 9: Why is incorporating privacy and security controls in AI

algorithms essential, particularly concerning regulatory compliance?

Option A: To improve the accuracy of AI predictions

Option B: To make AI algorithms run faster
Option C: To protect sensitive information and adhere to legal obligations

Question 10: In the healthcare analytics department of a leading medical

research institution, researchers are conducting a study on patient outcomes
after a new treatment intervention. The use of multivariate data plays a crucial
role in ensuring data quality and extracting meaningful insights. The
researchers collect a wide array of data for each patient, including quantitative
variables such as vital signs, laboratory tests, and treatment duration.
Additionally, qualitative variables are incorporated, encompassing patient-
reported outcomes, subjective experiences, and socio-demographic factors.
How does the incorporation of multivariate data contribute to maintaining data
quality in the healthcare study?

Option A: Multivariate data increases the complexity of the study, making it

challenging to interpret and analyze, thereby compromising data quality.
Option B: Multivariate data provides a comprehensive view of patient outcomes by
considering both measurable metrics and qualitative factors.
Option C: Multivariate emphasizes excluding qualitative variables to streamline the
analysis, focusing only on quantifiable clinical metrics.

Question 11: Why is high-quality data crucial for the effectiveness of artificial
intelligence in predictive models?

Option A: Ensures accurate and reliable predictions

Option B: Reduces initial costs in AI development
Option C: Enhances aesthetic presentation in AI outputs

Question 12: Cosmic Healthcare is developing a predictive model to identify

patients at a higher risk of developing a specific medical condition. The data
science team is utilizing various health indicators and historical medical
records for the model. However, during the development process, they
inadvertently included the future diagnosis status of the patients in their
training dataset. In this scenario, what term best describes the unintended
inclusion of future diagnosis status in the training data, potentially leading to
inaccurate model performance?

Option A: Predictive analytics

Option B: Hindsight bias
Option C: Data overflow

Question 13: The director of the data quality team in a company is evaluating
the success of the implementation of their data management processes.
Which data quality dimension emphasizes how well data meets the specific
needs and requirements of its users such as the data being meaningfully
utilized in reports and dashboards?

Option A: Uniqueness
Option B: Usage
Option C: Accuracy

Question 14: How can AI contribute to predicting customer behavior and

buying patterns, and what benefits does it bring to the business or company?

Option A: AI increases data security and privacy, protecting customer information

from external threats.

Option B: AI boosts business by enhancing marketing, increasing customer

satisfaction, and driving sales with personalized recommendations.
Option C: AI helps reduce customer interactions and engagement, streamlining
operations and saving costs.
Question 15: In business contexts, how does data quality play a crucial role,
and what impact does it have on the precision of Artificial Intelligence (AI)
predictions?

Option A: Streamlines administrative processes

Option B: Boosts employee collaboration
Option C: Ensures reliable insights

Question 16: In the Cosmic Caverns sales department, what represents a

potential ethical challenge associated with AI?

Option A: Analyzing historical sales data to identify effective pricing strategies for
maximizing revenue
Option B: Implementing chatbots to streamline customer interactions and improve
response times
Option C: Unintentionally reinforcing gender or racial biases in AI-driven sales
recommendations

Question 17: A tech company is developing an AI-powered health monitoring

app that requires users to input personal health data. The company is
committed to ethical data practices, recognizing the importance of handling
sensitive health information responsibly to maintain user trust and comply
with data protection regulations. A workshop is being held to review data
handling practices and ensure they align with ethical guidelines. Which of the
following practices is best identified as an ethical approach to data handling in
AI development?

Option A: Storing all collected data indefinitely for future use, supposing that more
data will eventually improve the app’s accuracy and user experience
Option B: Implementing strict data minimization practices, only collecting directly
relevant and necessary data for the app’s specific functions, and ensuring data is
anonymized where possible.
Option C: Relying on third-party data brokers for additional user data to enhance the
AI model’s training without informing users or obtaining explicit consent for this
external data use.

Question 18: The Head of Sales for a global software company and his team
rely heavily on their CRM system to manage customer interactions and sales
processes efficiently. They are thinking of integrating AI into their CRM
system. As an AI associate, which of the items below would best highlight the
benefits of AI and its integration into CRM?

Option A: AI allows your sales team to spend more time on administrative tasks,
such as filling out forms and updating records, which helps improve data accuracy
and overall productivity.
Option B: AI can help automate data entry tasks, reduce human error, and ensure
that customer data is always up-to-date, leading to more accurate reporting and
analysis.
Option C: AI can create entertaining virtual chatbots that engage customers in casual
conversations, making interactions more enjoyable and increasing customer
satisfaction.

Question 19: In the Cosmic Caverns marketing department, how can bias be
effectively mitigated in generative AI models within CRM applications to
ensure fair and unbiased outcomes?

Option A: By tailoring content generation to match the preferences of the majority

audience for increased engagement
Option B: By incorporating a diverse range of customer demographics in training
datasets and regularly auditing generated marketing content
Option C: By exclusively using historical customer interactions to maintain
consistency in generated marketing messages

Question 20: In the context of ethical decision-making at Cosmic Caverns, how

does overlooking detected harm or bias in AI systems impact the long-term
integrity of these systems?

Option A: It fosters a culture of transparency and accountability in AI development

Option B: It avoids short-term disruptions, ensuring the smooth operation of AI
processes
Option C: It accumulates ethical debt by perpetuating harmful practices and biases

1. What is a benefit of a diverse, balanced, and large dataset?

 Training time
 Data privacy
 Model accuracy

What are the three commonly used examples of AI in CRM?

 Predictive scoring, reporting, Image classification
 Predictive scoring, forecasting, recommendations
 Einstein Bots, face recognition, recommendations

Cloud Kicks wants to optimize its business operations by incorporating AI into its CRM.

What should the company do first to prepare its data for use with AI?
 Remove biased data.
 Determine data availability.
 Determine data outcomes.

A healthcare company implements an algorithm to analyze patient data and assist in

medical diagnosis.

Which primary role does data Quality play In this AI application?

 Enhanced accuracy and reliability of medical predictions and diagnoses
 Ensured compatibility of AI algorithms with the system's Infrastructure
 Reduced need for healthcare expertise in interpreting AI outouts
What are some of the ethical challenges associated with AI development?
 Potential for human bias in machine learning algorithms and the lack of transparency in
AI decision-making processes
 Implicit transparency of AI systems, which makes It easy for users to understand and
trust their decisions
 Inherent neutrality of AI systems, which eliminates any potential for human bias in
decision-making

Cloud Kicks discovered multiple variations of state and country values in contact records.

Which data quality dimension is affected by this issue?

 Usage
 Accuracy
 Consistency

How is natural language processing (NLP) used in the context of AI capabilities?

 To cleanse and prepare data for AI implementations
 To interpret and understand programming language
 To understand and generate human language

What is an example of Salesforce's Trusted AI Principle of Inclusivity in practice?

 Testing models with diverse datasets
 Striving for model explain ability
 Working with human rights experts

Cloud Kicks wants to create a custom service analytics application to analyze cases in
Salesforce. The application should rely on accurate data to ensure efficient case
resolution.

Which data quality dimension Is essential for this custom application?

 Consistency
 Duplication
 Age

What should organizations do to ensure data quality for their AI initiatives?

 Collect and curate high-quality data from reliable sources.
 Rely on AI algorithms to automatically handle data quality issues.
 Prioritize model fine-tuning over data quality improvements.

Which Einstein capability uses emails to create content for Knowledge articles?
 Generate
 Discover
 Predict

Which type of bias results from data being labeled according to stereotypes?
 Association
 Societal
 Interaction
Salesforce defines bias as using a person's Immutable traits to classify them or market to
them.

Which potentially sensitive attribute is an example of an immutable trait?

 Financial status
 Nickname
 Email address

Cloud Kicks relies on data analysis to optimize its product recommendation; however, CK
encounters a recurring Issue of Incomplete customer records, with missing contact
Information and incomplete purchase histories.

How will this incomplete data quality impact the company's operations?
 The accuracy of product recommendations is hindered.
 The diversity of product recommendations Is Improved.
 The response time for product recommendations is stalled.
What are some key benefits of AI in improving customer experiences in CRM?
 Improves CRM security protocols, safeguarding sensitive customer data from potential
breaches and threats
 Streamlines case management by categorizing and tracking customer support cases,
identifying topics, and summarizing case resolutions
 Fully automates the customer service experience, ensuring seamless automated
interactions with customers

How does an organization benefit from using AI to personalize the shopping experience of
online customers?
 Customers are more likely to share personal information with a site that personalizes
their experience.
 Customers are more likely to be satisfied with their shopping experience.
 Customers are more likely to visit competitor sites that personalize their experience.

Cloud Kicks is testing a new AI model.

Which approach aligns with Salesforce's Trusted AI Principle of Incluslvity?

 Test only with data from a specific region or demographic to limit the risk of data leaks.
 Rely on a development team with uniform backgrounds to assess the potential societal
implications of the model.
 Test with diverse and representative datasets appropriate for how the model will be used.

Cloud Kicks wants to develop a solution to predict customers product interests based on
historical data. The company found that employees from one region use a text field to
capture the product category, while employees from all other locations use a plckllst.

Which data quality dimension is affected in this scenario?

 Completeness
 Accuracy
 Consistency
Cloud Kicks wants to implement AI features on its 5aiesforce Platform but has concerns
about potential ethical and privacy challenges.

What should they consider doing to minimize potential AI bias?

 Integrate AI models that auto-correct biased data.
 Implement Salesforce's Trusted AI Principles.correct
 Use demographic data to identify minority groups.

Which features of Einstein enhance sales efficiency and effectiveness?

 Opportunity List View, Lead List View, Account List view
 Opportunity Scoring, Opportunity List View, Opportunity Dashboard
 Opportunity Scoring, Lead Scoring, Account Insights

Cloud Kicks implements a new product recommendation feature for its shoppers that
recommends

shoes of a given color to display to customers based on the color of the products from
their purchase history.

Which type of bias is most likely to be encountered in this scenario?

 Confirmation
 Survivorship
 Societal

What is the main focus of the Accountability principle in Salesforce's Trusted AI

Principles?
 Safeguarding fundamental human rights and protecting sensitive data
 Taking responsibility for one's actions toward customers, partners, and society
 Ensuring transparency In Al-driven recommendations and predictions

What is a sensitive variable that car esc to bias?

 Education level
 Country
 Gender

A marketing manager wants to use AI to better engage their customers.

Which functionality provides the best solution?

 Journey Optimization
 Bring Your Own Model
 Einstein Engagement

A Salesforce administrator creates a new field to capture an order's destination country.

Which field type should they use to ensure data quality?

 Text
 Picklist
 Number
A customer using Einstein Prediction Builder is confused about why a certain prediction
was made. Following Salesforce's Trusted AI Principle of Transparency, which customer
information should be accessible on the Salesforce Platform?
 An explanation of how Prediction Builder works and a link to Salesforce's Trusted AI
Principles
 An explanation of the prediction's rationale and a model card that describes how the
model was created
 A marketing article of the product that clearly outlines the oroduct's capabilities and
features

How does the "right of least privilege" reduce the risk of handling sensitive personal
data?
 By limiting how many people have access to data
 By reducing how many attributes are collected
 By applying data retention policies

What is the best method to safeguard customer data privacy?

 Automatically anonymize all customer data.
 Track customer data consent preferences.
 Archive customer data on a recurring schedule.

What is the key difference between generative and predictive AI?

 Generative AI creates new content based on existing data and predictive AI analyzes
existing data.
 Generative AI finds content similar to existing data and predictive AI analyzes existing
data.
 Generative AI analyzes existing data and predictive AI creates new content based on
existing data.

What is a key benefit of effective interaction between humans and AI systems?

 Leads to more informed and balanced decision making
 Alerts humans to the presence of biased data
 Reduces the need for human involvement

A system admin recognizes the need to put a data management strategy in place. What is a
key component of data management strategy?
Options: A- Naming Convention
B- Data Backup
C- Color Coding

Cloud Kicks wants to evaluate its data quality to ensure accurate and up-to-date records.
Which type of records negatively impact data quality?
Options: A- Structured
B- Complete
C- Duplicate
A sales manager is looking to enhance the quality of lead data in their CRM system. Which
process will most likely help the team accomplish this goal?

Options: A- Redesign the lead conversion process,

B- Review and update missing lead information.
C- Prioritize active leads quarterly

Cloud kicks wants to decrease the workload for its customer care agents by implementing a
chatbot on its website that partially deflects incoming cases by answering frequency asked
questions Which field of AI is most suitable for this scenario?
Options: A- Natural language processing
B- Computer vision
C- Predictive analytics

A marketing manager wants to use AI to better engage their customers. Which functionality
provides the best solution?

A- Journey Optimization
B- Bring Your Own Model
C- Einstein Engagement

A business analyst (BA) is preparing a new use case for Al. They run a report to check for null
values in the attributes they plan to use. Which data quality component Is the BA verifying
by checking for null values?
Options: A- Duplication
B- Usage
C- Completeness

How does an organization benefit from using AI to personalize the shopping experience of
online customers?
A- Customers are more likely to share personal information with a site that personalizes
their experience.
B- Customers are more likely to be satisfied with their shopping experience.
C- Customers are more likely to visit competitor sites that personalize their
experience.

What is a sensitive variable that car esc to bias?

Options: A- Education level
B- Country
C- C- Gender
What is a Key consideration regarding data quality in AI implementation?
Options: A- Techniques from customizing AI features in Salesforce
B- Data's role in training and fine-tuning Salesforce AI models
C- Integration process of AI models with Salesforce workflows

How does a data quality assessment impact business outcome for companies using AI?
Options: A- Improves the speed of AI recommendations
B- Accelerates the delivery of new AI solutions
C- Provides a benchmark for AI predictions

The Cloud technical team is assessing the effectiveness of their AI development processes?
Which established Salesforce Ethical Maturity Model should the team use to guide the
development of trusted AI solution?
A- Ethical AI Prediction Maturity Model
B- Ethical AI Process Maturity Model
C- Ethical AI practice Maturity Model

Cloud Kicks wants to ensure that multiple records for the same customer are removed in
Salesforce. Which feature should be used to accomplish this?

A-Duplicate management
B- Trigger deletion of old records
C- Standardized field names

Which feature of the Einstein Trust Layer helps limit hallucinations and
decrease the likelihood of unintended outputs?
A
Dynamic Grounding with Secure Data Retrieval
B
Prompt Defense
C
Toxicity Scoring

What is one way the Einstein Trust Layer ensures data privacy?

A The Einstein Trust Layer detects and masks sensitive information before
sending it to the large language model (LLM).
B The Einstein Trust Layer assigns role-based access controls to regulate
data access.
C The Einstein Trust Layer enhances firewall protections to prevent
unauthorized access.

A healthcare company is implementing Salesforce Einstein to enhance its

customer service operations but is highly concerned about data privacy and
healthcare regulation compliance. The company requires that no patient
data is used for LLM model training or product improvements. What feature
of the Einstein Trust Layer addresses the organization's data privacy
concerns?
A
Zero-Data Retention Policy
Correct. The Zero-Data Retention Policy ensures that no data is used for
LLM model training or product improvements.
B Dynamic Grounding
C Prompt Defense
From where is the Einstein Generative AI Audit and Feedback Data Report
package accessed?
A
Data Cloud
Correct. Einstein generative AI audit and feedback data is stored in Data
Cloud.
B Marketing Cloud
C Sales Cloud

A sales team wants to use AI to prioritize outreach to potential customers,

based on their likelihood to convert. Which feature of Agentforce for Sales
should the sales team use?
A Einstein Opportunity Scoring
B nEinstein Activity Capture
C Einstein Lead Scoring

A company is preparing to reach out to potential leads who have shown

interest in the company’s latest product. The company wants to send
personalized emails based on each lead’s interactions and interests. Which
feature should the company use?
A Einstein Sales Emails
B Einstein Service Replies
C Einstein Automated Contacts

A customer support team manages a high volume of customer inquiries

daily. The team wants to leverage generative AI to decrease the time it
takes to draft and send responses to customers. Which feature should the
company use?
A Einstein Case Classification
B Einstein Call Summaries
C Einstein Service Replies for Email

A support team manager wants to implement a feature that will help agents
quickly catch up on ongoing customer conversations. The manager needs
a solution that helps agents create an outline of completed conversations
within a case, including the issue and resolution. Which feature meets
these requirements?
A Einstein Service Replies for Chat
B Einstein Work Summaries
C Einstein Article Recommendations

A sales team wants to use Prompt Builder to quickly draft personalized

emails for contacts or leads. Which prompt template type should the team
use?
A Sales Email prompt template
B Field Generation prompt template
C Record Summary prompt template

A Salesforce admin wants to ensure a prompt template dynamically

generates personalized summaries of open cases for each account, using
the most current data available in Salesforce. The prompt template must
access and incorporate real-time account and case data. Which grounding
technique should the admin use?
A Ground with Apex Merge Fields
B Ground with Flow Merge Fields
C Ground with Record Merge Fields

What is a key benefit of grounding prompt templates with CRM data in

Prompt Builder?
A It scores content on toxicity to prevent unintended or harmful outputs by
the LLM.
B It provides the large language model (LLM) with context to create
personalized responses.
C It automatically updates Salesforce records based on AI-generated
responses.

What are Salesforce Agents?

A
A platform for building and deploying custom AI models without coding,
empowering businesses to leverage advanced predictive capabilities
tailored to their specific needs
B
AI-powered virtual assistants integrated into Salesforce, offering contextual
guidance and automation to optimize user productivity
C
A tool in Salesforce that enables the creation, testing, customization, and
management of AI-driven prompt templates, simplifying user tasks by
integrating generative AI moments powered by CRM data

A Salesforce admin recently deployed Agentforce. One user reported that a

conversation with the agent triggered an unexpected action. The admin
wants to analyze the interaction between the user and the agent to
troubleshoot the issue. Where in the Agent Builder can the admin review
conversation data?
A
Event Logs
B
Plan Canvas
C
Conversation Preview Panel

A Salesforce admin is creating a custom action for a Service Agent that

retrieves customer order tracking information. The admin wants to ensure
that the action performs reliably. What step can the admin take to ensure
this custom action functions correctly in conversations?
A Add multi-paragraph, detailed action instructions that include all possible
uses of the action.
B Use generic language for the action name to cover a broad range of
scenarios.
C Test the action in AgentBuilder and iterate on the refinement process for
the action instructions and descriptions.

Universal Containers wants to increase productivity for sales

representatives. How can Agentforce Sales Agents help them meet these
requirements?
A By generating automated reports
B By calling customers on behalf of the representatives
C By augmenting prospect research by summarizing CRM records
A Salesforce AI Specialist is tasked with creating a predictive model using
Model Builder to provide insights about future sales revenue for the next
quarter. The specialist decides to use historical sales data as the training
dataset. Which step should the Salesforce AI Specialist take first when
using the Model Builder to ensure the predictive model accurately presents
insights about potential upcoming sales revenue?
A Select "Create a model from scratch" and choose the historical sales
data as the source.
B Increase the number of rows in the dataset to exceed 20 million for
enhanced accuracy.
C Directly input the expected sales revenue figures for the model to predict.

A company aims to enhance its sales strategy by identifying the most

influential factors leading to successful deals. The team is considering
using Salesforce Einstein to analyze their sales data. Which scenario best
justifies the use of Model Builder for this business requirement?

A If the team prefers to manually analyze sales data using spreadsheets

without AI assistance
B If the team wants to train a model on historical sales data to help identify
key factors influencing successful deals
C If the team is solely focused on generating weekly sales reports

A marketing team wants to predict customer engagement with their

upcoming campaign emails. They have historical engagement data,
including open rates and click-through rates for past campaigns. What step
must be taken when configuring a model in Model Builder to predict future
customer engagement with campaign emails?

A Ensure the model is trained on a diverse dataset that includes both

engaged and unengaged customer interactions.
B Configure the model to send emails automatically based on predicted
engagement scores.
C Focus the model training exclusively on customers with the highest
engagement rates to improve model accuracy.

A Salesforce AI Specialist is tasked with improving lead qualification

processes using Einstein Model Builder. The goal is to prioritize leads more
effectively based on their likelihood to convert. Which consideration is most
important when selecting data for training the model in Einstein's Model
Builder for this purpose?

A Selecting only the data from the most recent sales quarter to ensure the
model’s predictions are up to date.
B Including data points from both converted and not converted leads to
train the model
C Using data exclusively from leads that have converted in the past, to
focus the model on positive outcomes

A Salesforce consultant is discussing AI capabilities with a customer who is

interested in improving their sales processes. Which type of AI would be
most suitable for enhancing sales processes in Salesforce Customer 360?

Predictive Analytics

Which AI type plays a crucial role in Salesforce's predictive text and speech
recognition capabilities, enabling the platform to understand and respond to user
commands accurately?

A. Computer Vision
B. Natural Language Processing (NLP)
C. Predictive Analysis

Which feature of Marketing Cloud Einstein uses AI to predict consumer engagement

with email and MobilePush messaging?

A. Content Selection
B. Email Recommendations
C. Engagement Scoring

What is a unique and distinguishing feature of deep learning in the context of AI

capabilities?

A. Deep learning uses neural networks with multiple layers to learn from a large
amount of data
B. Deep learning uses historical data to predict future outcomes
C. Deep learning uses algorithm to cleanse and prepare data for AI implementations

What are the 3 main types of AI capabilities in Salesforce?

A. Predictive, Generative, Analytic

B. Predictive, Reactive, Analytics
C. Generative, Descriptive, Analytic
Which type of Salesforce application is recommended to enhance the sales
process?

A. Einstein Prediction Builder

B. Einstein Voice
C. Einstein Lead Scoring

What is a key benefit in implementing AI in a CRM system?

A. Enhanced customer support

B. Improved platform speed
C. Reduced data governance

CloudKicks is implementing AI in their CRM system and is focusing on data

management. What is the benefit of using a data management approach in AI
implementation?

A. Eliminates the need for data governance

B. Reduces the amount of data in the CRM system
C. Emphasizes the importance of data quality

A consultant discusses the role of humans in AI-driven CRM processes with a

customer. What is one challenge the consultant should mention about human-AI
collaboration in decision-making?

A. Difficulty interpreting AI decisions

B. High cost of AI implementation
C. Lack of technical skills on the team

CloudKicks wants to implement AI features in their CRM System. They have

expressed concerns about the quality of their existing data. What advice should be
given to them regarding the importance of data quality for AI implementation?

A. Assessing data quality is only necessary for large datasets

B. AI systems can handle any data inaccuracies
C. Assessing and improving data quality is crucial for accurate AI predictions and
insights

CloudKicks wants to implement Salesforce AI features. They are concerned about

potential ethical and privacy challenges. What should be recommended to minimize
potential AI bias?
A. Salesforce Trusted AI Principles
B. Demographic data to identify minority groups
C. AI models that auto-correct biased data

A consultant designs a new AI model for a financial services company that offers
personal loans. Which variable within their proposed model might introduce
unintended bias?

A. Loan Date
B. Postal Code
C. Payment Due Date

CloudKicks is planning to automate its customer service chat using natural language
processing. According to Salesforce's Trusted AI Principles, how should this be
disclosed to the customer?

A. They do not need to be informed that they're chatting with AI

B. Inform the customer they're chatting with AI when they request a live agent
C. Inform them at the beginning of the interaction that they're chatting with AI

What role does data play in AI models?

A. Data is used for testing and training AI models

B. Data is only used for validating AI models
C. Data is only used for testing AI models

What data quality dimension refers to the frequency and timelines of data updates?

A. Data Source
B. Data Freshness
C. Data Leakage

A Salesforce consultant is considering the data sets to use for training AI models for
a project on the Customer 360 platform. What should be considered when selecting
data sets for the AI models?

A. Duplication, accuracy, consistency, storage location and usage of the data sets
B. Age, completeness, consistency, theme, duplication, and usage of the data sets
C. Age, completeness, accuracy, consistency, duplication, and usage of the data set

Which statement exemplifies Salesforce's "honesty" guideline when training Ai

models?
A. Minimize the AI's carbon footprint and environment impact during training
B. Ensure appropriate consent and transparency when using AI-generated
responses.
C. Control bias, toxicity, and harmful content with embedded guardrails and guidance

What is a key consideration regarding data quality in AI implementation?

A. Techniques from customizing AI features in Salesforce

B. Data's role in training and fine-tuning the Salesforce AI models
C. Integration process of AI models with Salesforce workflows

How is Natural Language Processing (NLP) used in the context of AI capabilities?

A. To cleanse and prepare data for AI implementations

B. To interpret and understand programming language
C. To understand and generate human language

How does a data quality assessment impact business outcome for companies using
AI?

A. Improves the speed of AI recommendations

B. Accelerates the delivery of new AI solutions
C. Provides a benchmark for AI predictions

What are some ethical challenges associated with AI development?

A. Potential for human bias in machine learning algorithms and lack of transparency
in AI-driven decision-making processes
B. Implicit transparency of AI systems, which make it easy for users to understand
and trust their decisions
C. Inherent neutrality of AI systems, which eliminates any potential for human bias in
decision making

In the context of Salesforce's Trusted AI Principles, what does the principle of

"empowerment" aim to achieve?

A. Empower users of all skill levels to build AI applications with clicks not code
B. Empower users to contribute to the growing body of knowledge of leading AI
research
C. Empower users to solve challenging technical problems using neural networks
What should be done to prevent bias from entering an AI system when training it?

A. Use alternative assumptions

B. Import diverse training data
C. Include proxy variables

CloudKicks wants to use AI to enhance its sales processes and customer

experience. Which capability should they use?

A. Dashboard of Current Leads and Cases

B. Sales path and automation of case escalation
C. Einstein Lead Scoring and Case Classification

What is a benefit of data quality and transparency as it pertains to bias in generated

AI?

A. Chances of bias are mitigated

B. Chances of bias are aggravated
C. Chances of bias are removed

In Salesforce’s AI ethics, what does the principle ‘Responsible’ emphasize?

a) Maximizing profits using AI

b) Safeguarding human rights and data protection

c) Ensuring AI operates at maximum efficiency

In the context of Salesforce AI, what does ‘Empowerment’ emphasize?

a) Making AI autonomous

b) Augmenting human capabilities with AI

c) Making AI systems faster

What is the primary concern when dealing with ‘Algorithmic Bias’ in

Salesforce AI?
a) Speed of algorithms
b) Cost of algorithms

c) Equitable treatment by AI systems

d) Open-source algorithms

In the context of Salesforce AI, what does ‘Transparency’ emphasize?

a) Making AI systems visually appealing

b) Ensuring users understand the reasoning behind AI-driven

recommendations

c) Making AI systems faster

d) Making AI open-source

Which Salesforce feature emphasizes the importance of AI being paired

with human ability?
a) Empowering

b) Transparent

c) Accountable

Which of the following is a key consideration when implementing AI in

Salesforce for improving sales forecasting?

1. a) The color scheme of the Salesforce dashboard

2. b) The number of users in the Salesforce system
3. c) The quality and consistency of historical sales data

Which of the following is NOT a Salesforce AI product?

a) Einstein Analytics

b) Salesforce Cloud
c) Einstein Voice

d) Einstein Prediction Builder

How does Salesforce AI primarily enhance the user experience in sales

processes?
a) By automating routine tasks and reducing manual data entry

b) By providing real-time insights and predictive analytics to

optimize sales strategies

c) By facilitating seamless collaboration between sales and

marketing teams through shared insights

d) By offering advanced visualization tools for better data

interpretation

When integrating Salesforce AI into an existing system, which of the

following challenges might a company face?
a) Ensuring data consistency between Salesforce AI and other
platforms

b) Integrating AI predictions with legacy CRM systems

c) Handling the increased volume of data for AI processing

d) Managing the change in organizational workflows due to AI-

driven insights

What factors can determine the quality of data used for training AI
models?
a) The age and consistency of the data

b) The volume and granularity of the data

c) The accuracy, completeness, and uniqueness of the data

d) The source and timeliness of the data

What is a key milestone in the Ethical AI Practice Maturity Model?
a) Implementing AI without human intervention

b) Achieving transparency in AI decision-making processes

c) Ensuring AI models are trained on large datasets

d) Integrating AI into all business processes

What is data cleansing in the context of generative AI in CRM?

a) Increasing the volume of data for better AI predictions

b) Removing redundant CRM modules to streamline data flow

c) Correcting, removing, or handling corrupted, misformatted, or

incomplete data

d) Upgrading to the latest CRM software version for better data

compatibility

What are Einstein Bots?

a) Advanced visualization tools within Salesforce

b) Automated data entry tools in Salesforce CRM

c) AI-driven chatbots in Salesforce for customer service

automation

d) Predictive analytics tools for sales forecasting in Salesforce

What is Einstein Knowledge?

a) A Salesforce tool for predictive analytics

b) An AI-driven chatbot system within Salesforce

c) A knowledge base system within Salesforce that uses AI to

recommend articles and solutions
d) A visual analytics tool in Salesforce for creating interactive
dashboards

What is Einstein Prediction Builder?

a) A tool for creating custom AI models in Salesforce without
code

b) A Salesforce feature for visualizing data patterns

c) An AI-driven system for customer support in Salesforce

d) A tool for integrating external AI models into Salesforce

What is the benefit of using Salesforce AI for your business?

a) It only provides visual analytics for business data

b) It offers automated data entry solutions for CRM

c) It harnesses AI to provide insights, automate tasks, and

personalize customer experiences

d) It exclusively focuses on chatbot solutions for customer support

What is the difference between Einstein Discovery and Einstein Analytics?

a) Einstein Discovery is for data visualization while Einstein
Analytics is for predictive modeling

b) Einstein Discovery offers insights and recommendations based

on data, while Einstein Analytics provides a platform for creating
interactive dashboards and reports

c) Einstein Discovery is a chatbot solution, while Einstein Analytics

is a knowledge-base system

d) Einstein Discovery focuses on external data integration, while

Einstein Analytics is for internal Salesforce data only
What is the difference between Einstein Vision and Einstein Prediction?
a) Einstein Vision deals with image recognition, while Einstein
Prediction focuses on forecasting business outcomes

b) Einstein Vision is a data visualization tool, while Einstein

Prediction is for chatbot solutions

c) Einstein Vision is for creating AI models, while Einstein

Prediction is for integrating external AI models

How can you use Salesforce AI to build predictive models?

a) By manually inputting predictions based on intuition.

b) Using Einstein Prediction Builder to create custom AI models

without coding.

c) By integrating third-party AI tools without using Salesforce’s

native capabilities.

d) By only using Salesforce reports and dashboards without AI

features.

How can you use Salesforce AI to detect fraud and security threats?
a) By solely relying on manual transaction reviews.

b) Using Einstein Anomaly Detection to automatically identify

unusual patterns in data.

c) By setting up basic email alerts for all transactions.

d) By only monitoring user login activities.

How does Salesforce AI ensure inclusivity in its AI-driven solutions?

a) By providing multilingual support for all AI models
b) By ensuring diverse and representative data sets are used to
train AI models
c) By enabling customization for specific industries only
d) By prioritizing global organizations in AI adoption
What is the primary purpose of Einstein Recommendation Builder in
Salesforce?
a) To generate custom product or service recommendations
based on customer data
b) To create real-time sales reports for decision-making
c) To automate workflows in customer support
d) To predict stock market trends

How does Einstein Language assist businesses in Salesforce?

a) By providing translation services for international customers
b) By analyzing text data to detect sentiment and intent
c) By automatically correcting grammatical errors in emails
d) By offering AI-generated content for marketing campaigns

What is a key use case for Einstein Vision in the retail industry?
a) Generating customer-specific marketing content
b) Monitoring store traffic with image recognition
c) Creating AI-powered financial forecasts
d) Automating online inventory updates

How does Salesforce AI contribute to enhancing marketing campaigns?

a) By providing AI-driven content creation tools
b) By analyzing customer behavior to improve segmentation and
targeting
c) By automating billing and payment processes
d) By creating static dashboards for campaign tracking

1. Which type of bias imposes a system's values on others?

A. Association
B. Automation
C. Societal

2. A sales manager wants to improve their processes using AI in

Salesforce.Which application of AI would be most beneficial?
A. Lead scoring and opportunity forecasting
B. Data modeling and management
C. Sales dashboards and reporting
. What is the most likely impact that high-quality data will have on
customer relationships?
A. Improved customer trust and satisfaction
B. Increased brand loyalty
C. Higher customer acquisition costs

. What are the key components of the data quality standard?

A. Accuracy, Completeness, Consistency
B. Reviewing, Updating, Archiving
C. Naming, Formatting, Monitorin

. What is the role of Salesforce's Trusted AI Principles in the

context of CRM systems?
A. Outlining the technical specifications for AI integration
B. Providing a framework for AI data model accuracy
C. Guiding ethical and responsible use of AI Answer:

6. What is a benefit of data quality and transparency as it

pertains to bias ingenerative AI?
A. Chances of bias are aggravated.
B. Chances of bias are removed.
C. Chances of bias are mitigated.

. A business analyst (BA) wants to improve business by enhancing

their sales processes and customer support.Which AI applications
should the BA use to meet their needs?
A. Sales data cleansing and customer support data governance
B. Machine learning models and chatbot predictions
C. Lead scoring, opportunity forecasting, and case classification

How does AI within CRM help sales representatives better

understandprevious customer interactions?
A. Creates, localizes, and translates product descriptions
B. Provides call summaries
C. Triggers personalized service replies

9. Why is it critical to consider privacy concerns when

dealing with AI andCRM data?
A. Ensures compliance with laws and regulations
B. Confirms the data is accessible to all users
C. Increases the volume of data collected

10.A data quality expert at Cloud Kicks wants to ensure that each
newcontact contains at least an email address or phone
number.Which feature should they use to accomplish this?
A. Validation rule
B. Autofill
C. Duplicate matching rule