Salesforce AI Associate Study Set

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1. A business analyst (BA) is looking to boost their company's performance
by making improvements in their sales procedures and customer service.
What AI tools could the BA employ to address these requirements?

A. Lead Scoring, Opportunity forecasting, and Case Classification

B. Cleaning up sales data and ensuring proper governance of customer sup-
port data
C. Utilizing machine learning models and predicting chatbot behavior: A. Lead
Scoring, Opportunity forecasting, and Case Classification

* Lead scoring, opportunity forecasting, and case categorization are important AI

applications for a business analyst (BA) aiming to enhance their company's sales
processes and customer support. These AI applications help the BA by provid-
ing data-driven insights, automating manual tasks, and improving decision-making
processes, ultimately leading to improved sales and customer support performance.
2. What is a key characteristic of machine learning in the context of AI capa-
bilities?

A. Can perfectly mimic human intelligence and decision-making

B. Relies on preprogrammed rules to make decisions
C. Utilizes algorithms to learn from data and make decisions: C. Utilizes algo-
rithms to learn from data and make decisions

* Machine learning is a type of AI that uses algorithms to learn from data and make
decisions.
3. In the realm of AI capabilities, what is the primary function of computer
vision?

A. Analyzing and comprehending visual information

B. Improving images through image processing techniques
C. Forecasting future results using data: A. Analyzing and comprehending visual
information

* Computer vision is a type of AI that interprets and understands visual data.

4. What constitutes the foundational components of AI systems?

A. Algorithms, software, and hardware elements

B. Algorithms, data, and hardware infrastructure
C. Algorithms, data, and computational resources: C. Algorithms, data, and
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computational resources

* The core components of AI systems are algorithms, data, and computation.

Algorithms provide the rules and instructions for the AI system, data is used to train
the AI system, and computation is the process of executing the algorithms on the
data.
5. A sales manager wants to improve Salesforce operations with AI. What AI
application would offer the greatest benefits?

A. Handling and organizing data effectively

B. Generating sales-related dashboards and reports
C. Prioritizing leads and predicting sales opportunities: C. Prioritizing leads and
predicting sales opportunities

* In Salesforce, AI improves sales by scoring leads and predicting future opportuni-

ties, helping leaders prioritize leads and enhance sales processes.
6. A service leader plans to use AI to help customers resolve their queries
more quickly with a guided self-service app. Which Einstein feature offers the
most suitable solution for this?

A. Automated Chatbots
B. Categorizing Cases
C. Offer personalized recommendations: A. Automated Chatbots

* Chatbots in a self-service app interact with customers in real time, understand their
questions, and offer quick solutions, making self-help more efficient and user-friend-
ly.
7. A marketing manager wants to use AI to better engage with their customers.
Which functionality provides the best solution?

A. Bring Your Own Model

B. Journey Optimization
C. Einstein Engagement: B. Journey Optimization

* With Salesforce Marketing Cloud Engagement.

Journey Optimization allows one to Create, test, and optimize personalized cam-
paign variations with built-in predictive AI. Make every moment count by automating
and customizing all aspects of customer engagement — including channel, content,
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timing, and send frequency. Scale dynamic journeys and improve productivity with
AI.
8. Which features of Einstein enhance sales efficiency and effectiveness?

A. Opportunity Scoring, Opportunity List View, Opportunity Dashboard

B. Opportunity List View, Lead List View, Account List View
C. Opportunity Scoring, Lead Scoring, Account Insights: C. Opportunity Scor-
ing, Lead Scoring, Account Insights

* Opportunity Scoring, Lead Scoring, and Account Insights are all features of
Einstein that contribute to enhancing sales efficiency and effectiveness.
9. Cloudy Computing wants to use AI to enhance its sales processes and
customer support. Which capability should they use?

A. Dashboard of Current Leads and Cases

B. Sales Path and Automated Case Escalations
C. Einstein Lead Scoring and Case Classification: C. Einstein Lead Scoring and
Case Classification

* Einstein Lead Scoring enhances your sales processes and Case Classification
enhances your customer support processes using AI capabilities.
10. In what way does AI aid in the process of lead qualification?

A. Generates customized SMS marketing campaigns

B. Engages with potential customers automatically
C. Evaluates leads using customer information: C. Evaluates leads using cus-
tomer information

* AI assists in the lead qualification process by analyzing customer data. AI algo-

rithms can assess various aspects of leads, such as their behavior, demographics,
and interactions with a company's website or products. By processing this informa-
tion, AI can assign scores or labels to leads, indicating their likelihood to convert
into customers. This automated evaluation streamlines the lead qualification process
and helps sales teams prioritize their efforts on leads that are more likely to result
in successful conversions.
11. During a conversation with a customer considering AI implementation in
Salesforce, what should be the consultant's top priority when discussing the
ethical aspects of data management?

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A. Privacy, bias, compliance, and security
B. Visualization, data storage, and retrieval
C. Network, software, and hardware: A. Privacy, bias, compliance, and security

* The consultant's main concerns with AI Ethics should be privacy, bias, security, and
following the rules. These things make sure AI is used responsibly and that people's
data is treated with respect.
12. What is the term for bias that imposes the values of a system onto others?

A. Automation
B. Societal
C. Association: A. Automation

* Automation bias means a system forces its own ideas onto others. For example, in
a beauty contest judged by AI in 2016, the AI mostly picked white winners because
it was trained on pictures of white women and didn't recognize the beauty in people
with different features or skin colors. This shows how the bias in the AI's training
data affected the contest's results.
13. What could be a origin of bias in the training data used for AI models?

A. The data is gathered directly from source systems in real-time

B. The data is gathered from a wide variety of sources and people
C. The data primarily comes from a specific demographic or source: C. The
data primarily comes from a specific demographic or source

* Skewed data can introduce bias into AI algorithms.

14. What is the significance of data protection measures in AI usage?

A. Safeguards privacy and compliance

B. Expands the range of data collected
C. Enhances the quality of data: A. Safeguards privacy and compliance

* Data protection measures are primarily implemented to ensure privacy and com-
pliance with regulations.
15. Why is the explainability of trusted AI systems important?

A. Clarifies how AI models reach decisions

B. Adds complexity to AI models
C. Boosts the security and precision of AI models: A. Clarifies how AI models
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reach decisions

* Explainability in AI systems is about providing clear explanations of how AI models

make decisions.
16. What action leads to bias in the training data for AI algorithms?

A. Utilizing a sizable dataset that requires significant computational resources

B. Utilizing a dataset that includes a variety of perspectives and populations
C. Employing a dataset that lacks representation from various perspectives
and populations: C. Employing a dataset that lacks representation from various
perspectives and populations

* Skewed data can introduce bias into AI algorithms.

17. Why is it vital to address privacy issues when handling AI and CRM data?

A. Guarantees adherence to laws and regulations

B. Does not impact the quantity of data collected
C. Validates data accessibility for all users: A. Guarantees adherence to laws and
regulations

* Data protection measures are primarily implemented to ensure privacy and com-
pliance with regulations.
18. What represents a significant obstacle in human-AI cooperation in deci-
sion-making?

A. Facilitates more knowledgeable and impartial decision-making

B. Diminishes the necessity for human participation in decision-making pro-
cedures
C. Encourages dependence on AI, possibly reducing critical thinking and
supervision: C. Encourages dependence on AI, possibly reducing critical thinking
and supervision

Over-reliance on AI can potentially lead to less critical thinking and oversight.

19. Can you provide an instance of successful cooperation between humans
and AI systems?

A. Humans and AI collaborate to make well-informed decisions

B. Humans assign routine tasks to AI
C. Humans rely on AI for decision-making: A. Humans and AI collaborate to make
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well-informed decisions

* Effective collaboration between humans and AI systems involves leveraging the

strengths of each, particularly in the context of Salesforce's suite of products humans
and AI to work together, leveraging the strengths of each to make more informed
decisions. This is evident in the design and implementation of Salesforce's Einstein
Bots, which are designed to work in tandem with human agents, not replace them.
20. What is a method for reducing bias and promoting fairness in AI applica-
tions?

A. Continuously auditing and monitoring the data used in AI applications

B. Employing data that has a larger representation of minority groups com-
pared to majority groups
C. Including data features in the AI application to benefit a population: A.
Continuously auditing and monitoring the data used in AI applications

* Regularly auditing AI models and implementing bias correction techniques is a

recognized method to mitigate bias and ensure fairness.
21. What purpose do Salesforce's Trusted AI Principles serve within CRM
systems?

A. Defining the technical requirements for AI integration

B. Establishing a structure for AI data model precision
C. Guiding the ethical and responsible utilization of AI: C. Guiding the ethical
and responsible utilization of AI

* Salesforce's Trusted AI Principles are a set of guidelines that the company follows
when developing and using AI in its CRM systems. These principles are based on
the following five values: responsible, accountable, transparent, empowering, and
inclusive.
22. Cloud Kicks wants to implement AI features on its Salesforce Platform
but has concerns about potential ethical and privacy challenges. What should
they consider doing to minimize potential AI bias?

A. Implement Salesforce's Trusted AI Principles.

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

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Salesforce's Trusted AI Principles are designed to guide ethical and responsible AI
implementation, including addressing and mitigating bias in AI systems. Following
these principles helps ensure that AI is used in a way that minimizes potential bias
and ethical concerns while promoting fairness and transparency in AI applications.
23. Regarding Salesforce's Trusted AI Principles, what is the main emphasis
of the Responsibility principle?

A. Defining the technical requirements for AI integration

B. Establishing a structure for data model accuracy
C. Guaranteeing ethical AI usage: C. Guaranteeing ethical AI usage

The core emphasis of the Responsibility principle within Salesforce's trusted AI

principles is to secure ethical and accountable AI utilization.
24. What is the main focus of the Accountability principle In Salesforce's
Trusted AI Principles?

A. Taking responsibility for one's actions toward customers, partners, and

society
B. Ensuring transparency in AI-driven recommendations and predictions
C. Safeguarding fundamental human rights and protecting sensitive data: A.
Taking responsibility for one's actions toward customers, partners, and society

The core focus of the Accountability principle within Salesforce's trusted AI principles
is to guarantee that AI systems are responsible and their actions can be readily
understood.
25. What does Salesforce's Trusted AI Principle of Transparency entail?

A. Tailoring AI features to align with particular business needs

B. Incorporating AI models into Salesforce workflows
C. Providing a clear and comprehensible explanation of AI decisions and
actions: C. Providing a clear and comprehensible explanation of AI decisions and
actions

* The principle of transparency in Salesforce's trusted AI principles primarily advo-

cates for the clear and understandable explanation of AI decisions and actions.
26. Within Salesforce's Trusted AI Principles, what is the primary goal of the
Empowerment principle?

A. Enable users to address complex technical challenges using neural net-

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works
B. Enable users of varying skill levels to create AI applications through
user-friendly interfaces, without needing to write code
C. Enable users to actively participate in the expanding field of AI research and
knowledge: B. Enable users of varying skill levels to create AI applications through
user-friendly interfaces, without needing to write code

* The principle of empowerment in Salesforce's trusted AI principles primarily aims

to empower users to understand and control AI systems.
27. What is a fundamental aspect to think about when it comes to data quality
in AI implementations?

A. The process of integrating AI models with Salesforce workflows

B. The role of data in training and refining Salesforce AI models
C. Methods for tailoring AI features in Salesforce: B. The role of data in training
and refining Salesforce AI models

* Data quality is vital because the data used to train and fine-tune AI models
significantly impacts their performance and outcomes. High-quality, representative,
and unbiased data is essential for training AI models that can make accurate
predictions and recommendations. Therefore, understanding the role of data in the
training and refinement of AI models is key to the success of AI implementations.
28. What role does data quality play in accomplishing AI business goals?

A. Data quality is essential for generating precise AI data insights

B. Data quality is not needed because AI can handle all types of data
C. Data quality is crucial for adhering to AI data storage constraints: A. Data
quality is essential for generating precise AI data insights

* High-quality data is crucial for training AI models, making accurate predictions,

and providing valuable insights. Poor-quality data can lead to inaccurate or biased
AI results, which can hinder the achievement of business objectives. Therefore,
ensuring data quality is a fundamental requirement for AI to deliver meaningful and
reliable insights that can inform business decisions and strategies.
29. What effect does a data quality evaluation have on business results for
companies utilizing AI?

A. Establishes a baseline for AI predictions

B. Speeds up the introduction of new AI solutions
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C. Enhances the efficiency of AI recommendations: A. Establishes a baseline for
AI predictions

* Assessing data quality provides insights into the quality of data, which is crucial
for ensuring accurate AI outcomes.
30. Cloudy Computing employs Einstein for generating predictions but is
experiencing inaccuracies. What could be a possible explanation for this?

A. Low data quality

B. Excessive data volume
C. Incorrect product choice: A. Low data quality

* Good quality data is crucial for accurate predictions. Poor data quality can lead to
inaccurate predictions.
31. A company utilizes Einstein and maintains a high data quality score, yet
they are not experiencing the advantages of AI. What might be a potential
explanation for not realizing the benefits of AI?

A. The company isn't employing a sufficient amount of data for predictive

purposes.
B. The data score might exceed the minimum threshold, but the company isn't
using it as a reference for future outcomes.
C. The company isn't utilizing the appropriate Salesforce product.: B. The data
score might exceed the minimum threshold, but the company isn't using it as a
reference for future outcomes.

* Even with a high data quality score, the company needs to use the score as a
benchmark for future results to see the benefits from AI.
32. How does data quality and transparency impact bias in generative AI?

A. It eliminates the likelihood of bias

B. It increases the likelihood of bias
C. It reduces the likelihood of bias: C. It reduces the likelihood of bias

* AI systems can pick up biases from the data they learn from. If the data is biased
or doesn't represent all perspectives, AI can make biased predictions. Good data
quality helps spot and reduce these biases but can't completely get rid of them.
33. Cloudy Computing depends on data analysis to optimize its product
recommendations; however, CK encounters a recurring issue of incomplete
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customer records, with missing contact information and incomplete purchase
histories. How will this incomplete data quality impact the company's opera-
tions?

A. The accuracy of product recommendations is hindered.

B. The diversity of product recommendations is improved.
C. The response time for product recommendations is stalled.: A. The accuracy
of product recommendations is hindered.

* Without comprehensive and accurate customer data, the AI system may struggle
to make precise recommendations, potentially impacting the company's ability to
provide relevant and effective product suggestions to customers. This incomplete
data quality can hinder the accuracy and relevance of the recommendations, which
can, in turn, affect the company's operations and customer satisfaction.
34. 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. Reduced need for healthcare expertise in interpreting AI outputs

B. Enhanced accuracy and reliability of medical predictions and diagnoses
C. Ensured compatibility of AI algorithms with the system's infrastructure: B.
Enhanced accuracy and reliability of medical predictions and diagnoses.

* High-quality data contributes to more precise and trustworthy medical predictions

and diagnoses, which is critical for patient care and treatment decisions. Inaccurate
or unreliable data could lead to incorrect diagnoses and treatment recommenda-
tions, potentially harming patients. Therefore, data quality plays a primary role in
enhancing the accuracy and reliability of medical predictions and diagnoses in this
AI application.
35. What can happen if an organization experiences low data quality?

A. Loss of revenue, diminished customer service, and damage to reputation

B. Decreased employee satisfaction, reduced stock value, and difficulty in
attracting top talent
C. Technical challenges, inflexible system architecture, and slow data process-
ing: A. Loss of revenue, diminished customer service, and damage to reputation

* Inaccurate or incomplete data can lead to errors in business operations, resulting

in financial losses. It can also affect customer service by causing delays, incorrect
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information, and frustration among customers. Additionally, when an organization's
data quality is compromised, it can damage its reputation, eroding trust among
customers and stakeholders. Therefore, these consequences highlight the impor-
tance of addressing data quality issues to maintain a successful and reputable
organization.
36. What is the possible outcome of poor data quality?

A. AI predictions become more focused and less robust.

B. AI models maintain accuracy but have slower response times
C. Biases in data can be inadvertently learned and amplified by AI systems.: C.
Biases in data can be inadvertently learned and amplified by AI systems.

* When AI models are trained on data that is inaccurate, incomplete, or biased, it can
result in predictions and generated content that are unreliable and not representative
of the real-world scenarios. In other words, the quality of the data used directly
impacts the quality of the outcomes produced by AI models. Poor data quality can
lead to imprecise predictions and generative outputs, which can undermine the utility
and effectiveness of these AI applications.
37. Cloudy Computing intends to employ an AI model for forecasting shoe
demand based on historical sales data and regional attributes. Which data
quality dimension is crucial for achieving this objective?

A. Age
B. Volume
C. Reliability: A. Age

* The Age, Completeness, Accuracy, Consistency, Duplication, and Usage of a

dataset are vital factors to assess when determining its suitability for AI models.
However, the size and the number of variables in the dataset are unrelated to its
appropriateness for AI models.
38. A developer possesses a significant volume of data, yet it is dispersed
across various systems and lacks standardization. Which fundamental data
quality aspect should they prioritize to guarantee the efficiency of their AI
models?

A. Consistency
B. Volume
C. Performance: A. Consistency

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* It's important to emphasize the significance of consistency as a fundamental data
quality factor. Data volume and data location, on the other hand, are not directly tied
to data quality.
39. Cloudy Computing aims to enhance the predictive accuracy of its AI model
by leveraging a substantial volume of data. What data quality aspect should
the company prioritize?

A. Location
B. Accuracy
C. Volume: B. Accuracy

* High-quality, accurate data is essential for training AI models that make precise
predictions. Inaccurate data can lead to incorrect model outputs and reduced pre-
diction quality. Therefore, ensuring the accuracy of the data is crucial to achieving
more reliable and effective AI predictions.
40. A Business Analyst (BA) is in the process of creating a new AI use case.
As part of their preparations, they generate a report to examine whether there
are any null values in the attributes they intend to utilize. What data quality
aspect is the BA confirming by assessing null values?

A. Usage
B. Duplication
C. Completeness: C. Completeness

* For each business purpose, make a list of the necessary fields. Afterward, generate
a report indicating the percentage of empty values in these fields. Alternatively, you
can employ a data quality app from AppExchange.
41. Cloudy Computing aims to reduce the workload of its customer care
agents by deploying a chatbot on its website to handle common queries.
Which area of AI is best suited for this situation?

A. Visual data analysis

B. Predictive data insights
C. Natural language processing: C. Natural language processing

* Natural language understanding (NLU) is AI's way of understanding human

language. In this situation, Cloudy Computing wants to use a chatbot to talk to
customers and answer their questions. NLU tech helps the chatbot understand what

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customers say and give them good answers. This helps a lot with handling common
questions and making customer support better.
42. What AI method involves a network of connections that are influenced by
weights and biases?

A. Neural networks
B. Rule-based systems
C. Predictive analytics: A. Neural networks

* Neural networks are a type of AI tool made of interconnected nodes with weights
and biases. These connections are crucial for their ability to process and learn
from data, making them vital in AI tasks like recognizing patterns, understanding
language, and analyzing images. Neural networks work somewhat like human brain
neurons, which is why they're called "neural networks".
43. Which type of AI focuses on very specific tasks?

A. General AI
B. Narrow AI
C. Super AI: B. Narrow AI

* Weak/narrow AI encompasses AI systems that are created to execute a particular

task or a predefined set of tasks.
44. What kind of AI employs machine learning to generate fresh and unique
output based on a provided input?

A. Generative
B. Predictive
C. Probabilistic: A. Generative

* Generative AI employs machine learning techniques to produce novel and unique

output based on a given input. It can create new content, such as text, images, or
even music, by learning patterns and relationships in the input data and generating
new data that fit those patterns. This is why generative AI is often used in creative
applications like art generation, text generation, and more.
45. How does an organization benefit from using AI to personalize the shop-
ping experience of online customers?

A. Customers are more likely to share personal information with a site that
personalizes their experience.
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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.: B. Customers are more likely to be satisfied with their shopping expe-
rience.

* Using AI to personalize the online shopping experience leads to increased cus-

tomer satisfaction. This happens because personalized recommendations make
shopping more convenient, engaging, and relevant, which ultimately boosts conver-
sion rates, customer retention, and loyalty.

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46. What are three frequently employed examples of AI in CRM?

A. Predictive scoring, forecasting, recommendations

B. Predictive scoring, reporting, image classification
C. Einstein Bots, face recognition, recommendations: A. Predictive scoring,
forecasting, recommendations

* These are three common uses of AI in CRM involving predicting customer behavior,
forecasting future trends, and providing personalized recommendations to enhance
customer engagement and sales efficiency within the CRM system.
47. What do predictive analytics, machine learning, natural language process-
ing (NLP), and computer vision refer to?

A. Different data models employed in Salesforce

B. Various AI applications applicable in Salesforce
C. Diverse automation tools used in Salesforce: B. Various AI applications ap-
plicable in Salesforce

* Predictive analytics, machine learning, NLP, and computer vision represent distinct
forms of artificial intelligence utilized in Salesforce to improve various business
functions like sales, marketing, and customer service.
48. What are some significant advantages of AI in enhancing customer expe-
riences within CRM?

A. Improves case handling by organizing and monitoring customer support

issues, recognizing subjects, and summarizing case solutions
B. Enhances security measures in CRM to protect sensitive customer infor-
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mation from potential breaches and security risks
C. Completely automates the customer support journey, ensuring smooth,
automated interactions with customers: A. Improves case handling by organizing
and monitoring customer support issues, recognizing subjects, and summarizing
case solutions

* One big advantage of AI in CRM is that it sorts, organizes, and tracks customer
support cases and their details. This leads to more personalized and efficient
customer service.
49. What are some key benefits of AI in improving customer experiences in
CRM?

A. Streamlines case management by categorizing and tracking customer sup-

port cases, identifying topics, and summarizing case resolutions
B. Fully automates the customer service experience, ensuring seamless au-
tomated interactions with customers
C. Improves CRM security protocols, safeguarding sensitive customer data
from potential breaches and threats: A. Streamlines case management by cate-
gorizing and tracking customer support cases, identifying topics, and summarizing
case resolutions

* AI in CRM categorizes cases, tracks support types, prioritizes cases, monitors

status, identifies topics, reasons, and closure codes, and tracks case types and
channels. This leads to more personalized and efficient customer service.
50. Cloudy Computing latest email campaign is struggling to attract new
customers. How can AI increase the company's customer email engagement?

A. Remove invalid email addresses

B. Create personalized emails
C. Resend emails to inactive recipients: B. Create personalized emails

* Creating personalized emails is a well-known strategy to increase customer email

engagement. AI can analyze customer data and behavior to generate personalized
content and recommendations, making emails more relevant to individual recipients.
This personalization can lead to higher open rates, click-through rates, and overall
engagement.
51. What is the involvement of humans in AI-powered CRM procedures?

A. Humans are excluded from AI-driven CRM processes

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B. Humans have a crucial role in supervising AI-powered CRM processes,
adding context, and making ultimate decisions
C. Humans are solely involved in configuring AI-driven CRM processes but are
not part of the ongoing operation: B. Humans have a crucial role in supervising
AI-powered CRM processes, adding context, and making ultimate decisions

* Humans do have a vital function in supervising AI-powered CRM procedures,

offering context, and rendering ultimate judgments.
52. To avoid introducing unintended bias to an AI model, which type of data
should be omitted?

A. Transactional
B. Engagement
C. Demographic: C. Demographic

* To mitigate the risk of bias inherent in demographic targeting, use interest- and
intent-based targeting.
53. What is the best method to safeguard customer data privacy?

A. Archive customer data on a recurring schedule.

B. Track customer data consent preferences.
C. Automatically anonymize all customer data.: B. Track customer data consent
preferences.

* By continuously tracking and respecting customer data consent preferences,

organizations can ensure that they are using customer data in compliance with
privacy regulations and the individual choices of their customers. This approach
prioritizes transparency and consent, which are essential principles in data privacy
protection.
54. What step should be followed to build and apply reliable generative AI
while considering Salesforce's safety guidelines?

A. Construct appropriately sized models to minimize environmental impact

B. Maintain transparency when AI generates and independently delivers con-
tent
C. Establish safeguards to mitigate harmful content and safeguard Personally
Identifiable Information (PII): C. Establish safeguards to mitigate harmful content
and safeguard Personally Identifiable Information (PII)

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* Establish safeguards to mitigate harmful content and safeguard Personally Identi-
fiable Information (PII)" is the correct answer because it aligns with the principles of
responsible and ethical AI development, as well as data protection.
55. Which statement best reflects Salesforce's commitment to honesty in
training AI models?

A. Manage bias, toxicity, and harmful content by implementing integrated

guardrails and guidance
B. Guarantee proper consent and transparency when employing AI-generated
responses
C. Reduce the AI model's environmental impact and carbon footprint during
training: B. Guarantee proper consent and transparency when employing AI-gen-
erated responses

* Ensuring that users are aware of and have given their consent for the use of
AI-generated responses demonstrates transparency and honesty in AI interactions.
It respects user preferences and privacy.
56. What constitutes an instance of ethical debt?

A. Breaching data privacy regulations and neglecting fine payments

B. Introducing an AI feature after identifying a detrimental bias
C. Postponing the release of an AI product to retrain a data model: B. Introduc-
ing an AI feature after identifying a detrimental bias

* Ethical debt refers to situations where ethical concerns or issues are recognized
but not immediately addressed or corrected. In this case, launching an AI feature
despite knowing it has a harmful bias creates ethical debt because the issue of bias
has been acknowledged but not rectified. This can lead to negative consequences
and ethical dilemmas down the line.
57. What data does Salesforce automatically remove from Marketing Cloud
Einstein engagement model training to reduce bias and ethical risks?

A. Demographic
B. Geographic
C. Cryptographic: A. Demographic

* Demographic data includes information related to characteristics such as age,

gender, race, ethnicity, and other personal attributes. Excluding demographic data
helps prevent the AI model from learning biases associated with these attributes
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and promotes fairness and non-discrimination in AI-driven processes. Salesforce's
practice of excluding demographic data aligns with ethical considerations in AI to
avoid bias and promote equity.
58. What are some of the ethical challenges associated with AI development?

A. Implicit transparency of AI systems, which makes it easy for users to

understand and trust their decisions
B. Potential for human bias in machine learning algorithms and the lack of
transparency in AI decision-making processes
C. Inherent neutrality of AI systems, which eliminates any potential for human
bias in decision-making: B. Potential for human bias in machine learning algo-
rithms and the lack of transparency in AI decision-making processes

* The ethical challenges in AI development primarily revolve around the potential

for human bias in machine learning algorithms and the need for transparency
in AI decision-making processes. These challenges highlight the importance of
addressing biases and promoting transparency to ensure responsible and ethical
AI development.
59. 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?

A. Financial status
B. Nickname
C. Email address: A. Financial status

* Financial status is an example of an immutable trait, which is a characteristic

that cannot be changed or is highly resistant to change over time. Financial status
typically includes attributes like income level, wealth, or financial stability, which are
not easily altered by an individual. Using such immutable traits for classification or
marketing purposes can be sensitive and potentially discriminatory, which aligns
with Salesforce's definition of bias.
60. Cloudy Computing is testing a new AI model. Which approach aligns with
Salesforce's Trusted AI Principle of Inclusivity?

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

* Inclusive principle - consider diversity, equality, and fairness. Testing with diverse
data ensures the model's impact is understood in different situations. It's not just
about talking.
61. 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 Sales-
force Platform?

A. A marketing article of the product that clearly outlines the product's capa-
bilities and features
B. An explanation of how Prediction Builder works and a link to Salesforce's
Trusted AI Principles
C. An explanation of the prediction's rationale and a model card that describes
how the model was developed: C. An explanation of the prediction's rationale and
a model card that describes how the model was developed

* Transparency principle - Customers should comprehend the reasoning behind

each AI-generated recommendation and prediction. This involves offering compre-
hensive details such as model cards.
62. How can Cloudy Computing enhance its AI practices while adhering to
Salesforce's Trusted AI Principles?

A. Conducting internal surveys among the company's employees

B. Embracing AI practices in line with industry trends and competition
C. Soliciting independent feedback from external ethics experts, customers,
and advisory boards: C. Soliciting independent feedback from external ethics
experts, customers, and advisory boards

* The Accountable principle underscores taking responsibility for one's actions to-
wards stakeholders and actively seeking external input for ongoing enhancements.
63. The technical team at Cloudy Computing is evaluating the efficiency of
their AI development procedures. Which well-established Salesforce model
should guide the creation of reliable AI solutions?

A. Ethical AI Process Maturity Model

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B. Ethical AI Prediction Maturity Model
C. Ethical AI Practice Maturity Model: C. Ethical AI Practice Maturity Model

* This model is designed to guide the development of AI solutions in an ethically

responsible manner, emphasizing best practices, transparency, and compliance with
ethical principles. It provides a framework for evaluating and improving the ethical
maturity of AI practices within an organization, making it the most suitable choice
for Cloudy Computing's evaluation of their AI development processes.
64. Which Salesforce Trusted AI Principle highlights the significance of de-
signing AI models to reduce bias for everyone potentially affected?

A. Transparency
B. Inclusiveness
C. Accountability: B. Inclusiveness

* This principle underscores the need to consider and include diverse perspectives,
demographics, and user groups when developing AI solutions to promote fairness
and equitable outcomes. It aligns with the goal of reducing bias and ensuring that
AI benefits a broad and inclusive audience.
65. When should the use of natural language processing (NLP) for automated
customer service be disclosed to the customer, following Salesforce's Trusted
AI Principles?

A. After they have finished their interaction with AI

B. When they specifically ask for a live agent
C. At the outset of their conversation with AI: C. At the outset of their conversation
with AI

* Disclosing the use of NLP for automated customer service at the beginning of the
conversation ensures transparency and informs the customer that they are interact-
ing with an AI system rather than a human agent. This upfront disclosure promotes
trust and transparency in the customer-agent interaction, allowing customers to
make informed decisions about their engagement with the AI system.
66. In what way should a financial institution adhere to Salesforce's Trusted AI
Principle of Transparency when executing a campaign for preapproved credit
cards?

A. Clarify how risk factors like credit score may influence customer eligibility
B. Highlight sensitive variables and their stand-ins to avoid biased lending
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practices
C. Integrate customer input into the ongoing training of the model: A. Clarify
how risk factors like credit score may influence customer eligibility

* Transparency involves providing clear and understandable explanations of how

AI-driven decisions are made. In the context of a financial institution's campaign for
preapproved credit cards, explaining to customers how risk factors like a credit score
can impact their eligibility is essential for transparency. It ensures that customers
clearly understand the criteria used to determine eligibility and fosters trust in the
decision-making process. This transparency also helps customers make informed
choices about applying for a pre-approved credit card.
67. Cloudy Computing is getting a dataset ready for an AI model but notices
certain irregularities in the data. What should the company do as the most
suitable course of action?

A. Modify the AI model to accommodate the data irregularities

B. Investigate the data inconsistencies and implement data quality methods
C. Expand the amount of data used for training the model: B. Investigate the
data inconsistencies and implement data quality methods

* When inconsistencies are identified in a dataset, it's essential to examine the

root causes of those inconsistencies and take steps to improve data quality. This
typically involves investigating why the data is inconsistent, identifying errors or
missing values, and applying data cleaning or data quality techniques to ensure the
dataset is accurate and reliable for training AI models. Simply adjusting the AI model
or increasing the quantity of data won't address the underlying data quality issues,
which can lead to inaccurate model outcomes.
68. A system administrator acknowledges the necessity of establishing a data
management strategy. What is a fundamental element of a data management
strategy?

A. Naming conventions
B. Data backup
C. Color coding: A. Naming conventions

* Naming conventions play a crucial role in establishing the guidelines for a data
management strategy.
69. Cloudy Computing conducts a data quality evaluation and identifies sev-
eral contact records with future dates of birth. In this situation, which data
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quality aspect should be employed to assess the date of birth?

A. Consistency
B. Timeliness
C. Validity: C. Validity

* In this case, having future dates of birth is not valid, as it contradicts the expected
and accurate date ranges for birthdates.
70. What does "data completeness" mean when discussing data quality?

A. The extent to which all necessary data points exist within the dataset
B. The act of combining multiple datasets from different databases
C. The capacity to retrieve data from various sources in real-time: A. The extent
to which all necessary data points exist within the dataset

* Data completeness refers to how much of the required or necessary data is present
within a dataset. It measures whether all the relevant data points are there or if there
are missing or incomplete parts of the dataset.
71. 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?

A. Consistency
B. Age
C. Duplication: A. Consistency

* Consistency in data quality ensures that data is uniform and follows a standardized
format, which is crucial for accurate analysis and efficient case resolution in this
scenario.
72. A sales manager aims to improve the quality of lead data in their CRM
system. What is the most likely process to assist the team in achieving this
objective?

A. Prioritize active leads quarterly

B. Review and update missing lead information
C. Redesign the lead conversion process: B. Review and update missing lead
information

* This directly addresses the issue of incomplete or inaccurate lead data. By iden-
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tifying and filling in missing information in lead records, the team can enhance the
quality and completeness of the data in their CRM system, making it more reliable
and useful for sales and marketing activities.
73. An administrator at Cloud Kicks wants to ensure that a field is set up on the
customer record so their preferred name can be captured. Which Salesforce
field type should the administrator use to accomplish this?

A. Rich Text Area

B. Text
C. Multi-Select Picklist: B. Text

* A text field allows for the entry of a single text value, which is appropriate for
capturing a customer's preferred name.
74. How does data quality influence the ethical use of AI applications?

A. Good data quality is crucial to guarantee impartial and equitable AI deci-

sions, uphold ethical standards, and prevent discrimination
B. Having high-quality data ensures that the necessary demographic attribut-
es are available for creating personalized campaigns
C. Poor-quality data lowers the likelihood of unintentional bias since it doesn't
overly cater to specific demographic groups: A. Good data quality is crucial
to guarantee impartial and equitable AI decisions, uphold ethical standards, and
prevent discrimination

* This accurately describes the role of data quality in ensuring fair and ethical AI
applications. High-quality data helps AI systems make unbiased decisions, adhere
to ethical principles, and avoid discriminatory outcomes by providing a reliable
foundation for training and decision-making.
75. How does data quality affect the reliability of AI-driven decisions?

A. High-quality data enhances the dependability and credibility of AI-driven

decisions, building trust among users
B. Low-quality data decreases the likelihood of model overfitting, enhancing
the reliability of predictions
C. A combination of low-quality and high-quality data can enhance the accura-
cy and dependability of AI-driven decisions: A. High-quality data enhances the
dependability and credibility of AI-driven decisions, building trust among users

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* High-quality data improves the reliability and credibility of AI-driven decisions,
fostering trust among users.
76. Why is the use of good data crucial for effective AI development?

A. Diminishes the necessity for post-launch implementation monitoring

B. Results in more precise and dependable predictions and outcomes
C. Guarantees a shorter model training duration: B. Results in more precise and
dependable predictions and outcomes

* High-quality data enhances the precision and reliability of AI predictions and

outcomes.
77. What is the expected outcome of high-quality data on customer relation-
ships?

A. Improved customer trust and satisfaction

B. Increased brand loyalty
C. Increased expenses for acquiring customers: A. Improved customer trust and
satisfaction

* When a business uses high-quality data effectively, it can better understand its
customers' needs and preferences. This enables the company to provide more per-
sonalized and relevant experiences, products, and services. As a result, customers
tend to trust the brand more and are more satisfied with their interactions, ultimately
leading to improved customer trust and satisfaction.
78. What advantage does a diverse, well-rounded, and extensive dataset offer?

A. Training duration
B. Data security
C. Model precision: C. Model precision

* Having a diverse, balanced, and large dataset is advantageous for machine

learning models because it enhances their accuracy and precision. These types of
datasets enable models to generalize patterns effectively, reducing the risk of over-
fitting and improving performance on new, unseen data. Additionally, large datasets
provide a wealth of information that allows models to uncover subtle patterns and
make more accurate predictions. While data privacy and training time are important
considerations in machine learning, they are not direct benefits of dataset diversity
but rather depend on other aspects of the machine learning process.

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79. Cloud Kicks wants to optimize its business operations by incorporating AI
into its CRM system. 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: B. Determine data availability

* Cloudy Computing needs to make sure that the data required for AI in their CRM
system is easy to access. This step is vital because if the necessary data isn't readily
available, it can cause delays and complications in the AI implementation process.
Once data accessibility is confirmed, the company can then proceed with tasks like
cleaning and enhancing the data and addressing biases, which come later in the
data preparation process.
80. What could be a potential result of inadequate data quality?

A. Reduced diversity and resilience in AI predictions

B. Unintentional reinforcement of biases in AI systems due to flawed data
C. AI models retaining accuracy but experiencing delayed response times: B.
Unintentional reinforcement of biases in AI systems due to flawed data

* When data is of low quality, it often contains inaccuracies and biases. When AI
systems are trained on such data, they can inadvertently learn and perpetuate
these biases, causing unfair or discriminatory outcomes. This is a significant concern
in AI and highlights the importance of ensuring data quality to prevent biased AI
predictions and decisions.
81. A Salesforce administrator creates a new field to capture an order's desti-
nation country. Which field type should they use to ensure data quality?

A. Number
B. Picklist
C. Text: B. Picklist
82. How does the "right of least privilege" reduce the risk of handling sensitive
personal data?

A. By reducing how many attributes are collected

B. By applying data retention policies
C. By limiting how many people have access to data: C. By limiting how many
people have access to data
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* Treat Sensitive Data Carefully

Make sure that you're collecting only the data you need. Be intentional about why
you're collecting it. Using certain data—such as age, gender, or ethnicity—can
introduce bias into your personalization solution. Other data, such as postal codes
(which can be highly correlated with race), can serve as proxies for bias. Finally,
observe the "right of least privilege" and give access only to people that truly need
it, and only when they need it.
83. What is one way to achieve transparency in AI?

A. Communicate AI goals and objectives with those involved prior to all

interactions.
B. Establish an ethical and unbiased culture amongst those involved.
C. Allow users to give feedback regarding the inferences the AI makes about
them.: A. Communicate AI goals and objectives with those involved prior to all
interactions.

* Disclosing the use of NLP for automated customer service at the beginning of the
conversation ensures transparency and informs the customer that they are interact-
ing with an AI system rather than a human agent. This upfront disclosure promotes
trust and transparency in the customer-agent interaction, allowing customers to
make informed decisions about their engagement with the AI system.
84. What is the key difference between generative and predictive AI?

A. Generative AI finds content similar to existing data and predictive AI ana-

lyzes existing data.
B. Generative AI creates new content based on existing data and predictive AI
analyzes existing data.
C. Generative AI analyzes existing data and predictive AI creates new content
based on existing data.: B. Generative AI creates new content based on existing
data, while predictive AI analyzes existing data.

* Generative AI is focused on generating new content, such as text, images, or

even music, based on patterns and information it has learned from existing data.
It generates novel output.

Predictive AI, on the other hand, uses existing data to make predictions or forecasts
about future events or outcomes. It analyzes data to identify patterns and trends that
can be used to predict specific outcomes.
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85. What is an example of Salesforce's Trusted AI Principle of Inclusivity in
practice?

A. Working with human rights experts

B. Striving for model explainability
C. Testing models with diverse datasets: C. Testing models with diverse datasets

* Inclusivity in AI refers to ensuring that AI systems are fair and unbiased across
different demographic groups. Testing models with diverse datasets means using a
variety of data that represents different demographics, backgrounds, and perspec-
tives to train and evaluate AI models. This helps identify and mitigate potential biases
and ensures that AI systems work well for a wide range of users and stakeholders.
86. What should organizations do to ensure data quality for their AI initiatives?

A. Collect and curate high-quality data from reliable sources.

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

* High-quality data is fundamental for the success of AI initiatives. It's important to

collect data from reliable sources, ensure it's clean and relevant, and curate it to
remove any inconsistencies or errors. Prioritizing data quality is essential for building
accurate and reliable AI models.
87. Cloud Kicks discovered multiple variations of state and country values in
contact records. Which data quality dimension is affected by this issue?

A. Consistency
B. Accuracy
C. Usage: A. Consistency

* Inconsistent data can make it challenging to use the data effectively and can lead
to errors in analysis or operations. Therefore, improving consistency in state and
country values is essential for maintaining data quality.
88. What is a sensitive variable that can lead to bias?

A. Country
B. Education level
C. Gender: C. Gender

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* Gender is a sensitive variable that, when not handled appropriately in data analysis
or AI models, can lead to biased outcomes. It's essential to ensure that gender-re-
lated data is treated with fairness, equity, and consideration to avoid perpetuating
biases or discrimination.
89. What type of bias results from data being labeled according to stereo-
types?

A. Interaction
B. Societal
C. Association: C. Association

* Association bias, also known as associative bias, is a type of bias that arises in data
when there are systematic and non-random associations between variables. This
bias occurs when data labels or attributes are influenced by societal stereotypes,
preconceptions, or cultural biases.

Stereotypes and Preconceptions: Association bias often results from stereotypes

and preconceived notions that people hold about certain groups or categories.
These stereotypes can affect how data is labeled or categorized.
90. What is a benefit of a diverse, balanced, and large dataset?

A. Model accuracy
B. Training time
C. Data privacy: A. Model accuracy

* Having a diverse dataset that accurately represents various aspects of the problem
you're trying to solve can significantly improve the accuracy of machine learning
models.

1. Representativeness: Diverse data ensures that the model has seen a wide range
of examples and variations relevant to the problem.
2. Reduced Bias: A balanced dataset with representation from different groups or
classes can reduce bias in model predictions.
3. Generalization: Large datasets provide a rich source of information for the model
to learn from. With more data, the model can better generalize patterns and make
more accurate predictions on new data points.
91. A developer is tasked with selecting a suitable dataset for training an AI
model in Salesforce to accurately predict current customer behavior. What is
a crucial factor that the developer should consider during selection?
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A. Size of dataset
B. Number of variables in the dataset
C. Age of dataset: C. Age of dataset

* The age of the dataset is important because using outdated data may not accurate-
ly reflect the current behavior and preferences of customers. Customer behavior can
change over time, and using a dataset that is not up-to-date could lead to inaccurate
predictions.
92. What is an implication of user consent in regard to AI data privacy?

A. AI ensures complete data privacy by automatically obtaining user consent.

B. AI operates independently of user privacy and consent.
C. AI infringes on privacy when user consent is not obtained.: C. AI infringes
on privacy when user consent is not obtained.

* User consent is a fundamental aspect of data privacy and ethics. In most cases, AI
should not collect, process, or use personal data without the explicit and informed
consent of the user. Failing to obtain user consent can indeed infringe on privacy
rights and may lead to privacy violations or legal issues.
93. Cloud Kicks learns of complaints from customers who are receiving too
many sales calls and emails. Which data quality dimension should be as-
sessed to reduce these communication inefficiencies?

A. Usage
B. Duplication
C. Consent: C. Consent

* Assessing the consent dimension involves ensuring that the company has obtained
explicit and valid consent from customers to contact them through sales calls and
emails. This includes understanding the preferences of customers regarding com-
munication frequency and type. By respecting customer consent and preferences,
the company can improve communication efficiency and reduce the likelihood of
over-communication, which can lead to customer dissatisfaction.
94. Cloud Kicks wants to ensure that multiple records for the same customer
are removed from Salesforce. Which feature should be used to accomplish
this?

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

* Duplicate management in Salesforce is a feature that allows you to identify and

handle duplicate records effectively. It provides tools to detect and merge duplicate
records, ensuring that only a single, accurate record is retained for each customer.
95. 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 other locations use a picklist. Which data quality dimension is affected
in this scenario?

A. Completness
B. Consistency
C. Accuracy: B. Consistency

* The inconsistency in how product category information is captured, with some

employees using a text field and others using a picklist, represents a lack of
consistency in the data. Consistency is a data quality dimension that focuses on
ensuring that data is uniformly formatted and structured throughout a dataset.
96. What is a key benefit of effective interaction between humans and AI
systems?

A. Leads to more informed and balanced decision-making

B. Reduces the need for human involvement
C. Alerts humans to the presence of biased data: A. Leads to more informed and
balanced decision-making

* Effective collaboration between humans and AI systems involves leveraging the

strengths of each, particularly in the context of Salesforce's suite of products humans
and AI to work together, leveraging the strengths of each to make more informed
decisions. This is evident in the design and implementation of Salesforce's Einstein
Bots, which are designed to work in tandem with human agents, not replace them.
97. How does data quality impact the trustworthiness of AI-driven decisions?

A. High-quality data improves the reliability and credibility of AI-driven deci-

sions, fostering trust among users.
B. The use of both low-quality and high-quality data can improve the accuracy
and reliability of AI-driven decisions.
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C. Low-quality data reduces the risk of overfitting the model, improving the
trustworthiness of the predictions.: A. High-quality data improves the reliability
and credibility of AI-driven decisions, fostering trust among users.

* High-quality data, which is clean, accurate, complete, and representative, provides

a solid foundation for training AI models.

When AI systems are trained on high-quality data, they are more likely to produce
accurate and reliable results.

Users are more likely to trust AI-driven decisions when they see that the data used
to train the model is of high quality, as it suggests that the model has learned from
reliable sources and is less prone to errors or biases.
98. 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?

A. Societal
B. Confirmation
C. Survivorship: A. Societal

* Societal bias can occur when the historical data used to make recommendations
reflects existing societal biases or stereotypes. In this case, if the historical purchase
data contains biases related to the color preferences of customers, the recommen-
dation system may inadvertently perpetuate those biases by suggesting products of
a certain color more frequently. This can result in recommendations that align with
societal biases rather than providing fair and diverse recommendations.
99. Which Einstein capability uses emails to create content for Knowledge
articles?

A. Generate
B. Predict
C. Discover: C. Discover.

*Salesforce Einstein Discover is an AI-powered feature that can analyze emails

and suggest content for Knowledge articles. It helps identify relevant information
from email conversations and assists in creating knowledge articles based on that

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content. This capability can improve the efficiency of knowledge management by
automating the process of article creation from email correspondence.

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