SALESFORCE-AI-ASSOCIATE Flashcards

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Q
What is the benefit of a diverse, balanced, and large dataset?

A. Training time
B. Data privacy
C. Model accuracy
D. Modal efficiency

Q
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

3
Q
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

Q
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

Q
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

Q
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

Q
What is an example of Salesforce’s Trusted AI Principle of
Inclusivity in practice?
A. Testing models with diverse datasets
B. Striving for a model explain ability
C. Working with human rights experts
Q
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?

A. Consistency
B. Duplication
C. Age
Q
What should organizations do to ensure data quality for their
AI initiatives?

A. Collect and curate high-quality data from reliable

sources.
B. Rely on AI algorithms to automatically handle data quality
issues.
C. Prioritize model fine-tuning over data quality
improvements.

Q
Which Einstein capability uses emails to create content for
Knowledge articles?

A. Generate
B. Discover
C. Predict
A
A
12
Q
Which type of bias results from data being labeled according
to stereotypes?

A. Association
B. Societal
C. Interaction
A
B
13
Q
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
A
14
Q
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?

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
A
15
Q
What are some key benefits of AI in improving customer
experiences in CRM?
A. Improves CRM security protocols, safeguarding sensitive
customer data from potential breaches
and threats
B. Streamlines case management by categorizing and
tracking customer support cases, identifying
topics, and summarizing case resolutions
C. Fully automates the customer service experience, ensuring
seamless automated interactions with
customers
A
B
16
Q
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.
A
 B
17
Q
Cloud Kicks is testing a new AI model.
Which approach aligns with Salesforce’s Trusted AI Principle
of Incluslvity?

A. Test only with data from a specific region or demographic

to limit the risk of data leaks.
B. Rely on a development team with uniform backgrounds to
assess the potential societal
implications of the model.
C. Test with diverse and representative datasets
appropriate for how the model will be used.
A
C
18
Q
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?

A. Completeness
B. Accuracy
C. Consistency
A
C
19
Q
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?

A. Integrate AI models that auto-correct biased data.

B. Implement Salesforce’s Trusted AI Principles.
C. Use demographic data to identify minority groups.
A
B
20
Q
Which features of Einstein enhance sales efficiency and
effectiveness?

A. Opportunity List View, Lead List View, Account List view

B. Opportunity Scoring, Opportunity List View, Opportunity
Dashboard
C. Opportunity Scoring, Lead Scoring, Account Insights
A
C
21
Q
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. Confirmation
B. Survivorship
C. Societal
A
A
22
Q
What is the main focus of the Accountability principle in
Salesforce’s Trusted AI Principles?

A. Safeguarding fundamental human rights and protecting

sensitive data
B. Taking responsibility for one’s actions toward
customers, partners, and society
C. Ensuring transparency In Al-driven recommendations and
predictions
A
B
23
Q
What is a sensitive variable that can lead to bias?

A. Education level
B. Country
C. Gender
A
C
23
Q
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
C
 24
Q
A Salesforce administrator creates a new field to capture an
order’s destination country.

Which field type should they use to ensure data quality?

A. Text
B. Picklist
C. Number
A
B
25
Q
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?

A. An explanation of how Prediction Builder works and a link

to Salesforce’s Trusted AI Principles
B. An explanation of the prediction’s rationale and a
model card that describes how the model was
created
C. A marketing article of the product that clearly outlines the
oroduct’s capabilities and features
A
B
26
Q
How does the “right of least privilege” reduce the risk of
handling sensitive personal data?

A. By limiting how many people have access to data

B. By reducing how many attributes are collected
C. By applying data retention policies
A
A
27
Q
What is the best method to safeguard customer data privacy?

A. Automatically anonymize all customer data.

B. Track customer data consent preferences.
C. Archive customer data on a recurring schedule.
A
B
28
Q
What is the key difference between generative and predictive
AI?

A. Generative AI creates new content based on

existing data and predictive AI analyzes existing data.
B. Generative AI finds content similar to existing data and
predictive AI analyzes existing data.
C. Generative AI analyzes existing data and predictive AI
creates new content based on existing data
A
A
29
Q
What is a key benefit of effective interaction between
humans and AI systems?

A. Leads to more informed and balanced decision-

making
B. Alerts humans to the presence of biased data
C. Reduces the need for human involvement
A
A
30
Q
What is a key characteristic of machine learning in the
context of AI capabilities?

A. Uses algorithms to learn from data and make

decisions
B. Relies on preprogrammed rules to make decisions
C. Can perfectly mimic human intelligence and decision-
making
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A
A
31
Q
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
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A
A
32
Q
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. Multi-Select Picklist
B. Text
C. Rich Text Area
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A
B
33
Q
What is a possible outcome of poor data quality?

A. AI models maintain accuracy but have slower response

times.
B. Biases in data can be inadvertently learned and
amplified by AI systems.
C. AI predictions become more focused and less robust.
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A
B
34
Q
To avoid introducing unintended bias to an AI model, which
type of data should be omitted?

A. Transactional
B. Engagement
C. Demographic
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A
 C
35
Q
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 infringes on privacy when user consent is not
obtained.
C. AI operates Independently of user privacy and consent.
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A
B
36
Q
How does data quality impact the trustworthiness of Al-driven
decisions?

A. The use of both low-quality and high-quality data can

improve the accuracy and reliability of AIdriven decisions.
B. High-quality data improves the reliability and
credibility of Al-driven decisions, fostering trust
among users.
C. Low-quality data reduces the risk of overfitting the model,
improving the trustworthiness of the
predictions.
Study These Flashcards
A
B
37
Q
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. Usage
C. Consent
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A
A
38
Q
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?

A. Number of variables in the dataset

B. Size of the dataset
C. Age of the dataset
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A
B
39
Q
What is machine learning?

A. AI that can grow its intelligence

B. AI that creates new content
C. A data model used in Salesforce
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A
A
40
Q
A service leader wants use AI to help customer resolve their
issues quicker in a guided self-serve
application.

Which Einstein functionality provides the best solution?

A. Case Classification
B. Bots
C. Recommendation
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A
B
41
Q
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
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A
A
42
Q
Which action should be taken to develop and implement
trusted generated AI with Salesforce’s
safety guideline in mind?

A. Develop right-sized models to reduce our carbon footprint.

B. Create guardrails that mitigates toxicity and protect
PII
C. Be transparent when AI has created and automatically
delivered content.
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A
B
43
Q
What is a potential source of bias in training data for AI
models?
A. The data is collected in area time from sources systems.
B. The data is skewed toward is particular
demographic or source.
C. The data is collected from a diverse range of sources and
demographics.
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A
B
44
Q
In the context of Salesforce’s Trusted AI Principles what does
the principle of Empowerment
primarily aim to achieve?

A. Empower users to off all skill level to build AI

application 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.
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A
A
45
Q
Cloud Kicks wants to use Einstein Prediction Builder to
determine a customer’s likelihood of buying
specific products; however, data quality is a…

How can data quality be assessed quality?

A. Build a Data Management Strategy.

B. Build reports to expire the data quality.
C. Leverage data quality apps from AppExchange
Study These Flashcards
A
C
46
Q
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.
Study These Flashcards
A
B
47
Q
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 Salesforce AI
models
C. Integration process of AI models with Salesforce workflows
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A
B
48
Q
Cloud Kicks wants to use AI to enhance its sales processes
and customer support.

Which capacity should they use?

A. Dashboard of Current Leads and Cases

B. Sales path and Automaton Case Escalations
C. Einstein Lead Scoring and Case Classification
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A
Answer: C
49
Q
Which statement exemplifies Salesforces honesty guideline
when training AI models?

A. Minimize the AI models 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.
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A
B
50
Q
What Is a benefit of data quality and transparency as it
pertains to bias in generated AI?

A. Chances of bIas and mitigated

B. Chances of bias are aggravated
C. Chances of bias are remove
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A
A
51
Q
A business analyst (BA) wants to improve business by
enhancing their sales processes and customer..
Which AI application 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
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A
C
52
Q
Cloud Kicks uses Einstein to generate predictions our is not
seeing accurate results?

What to a potential mason for this?

A. Poor data quality

B. The wrong product
C. Too much data
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A
A
53
Q
A data quality expert at Cloud Kicks want to ensure that each
new contact contains at least an email
address …

Which feature should they use to accomplish this?

A. Autofill
B. Duplicate matching rule
C. Validation rule
Study These Flashcards
A
Answer: C
54
Q
Cloud kicks wants to develop a solution to predict customers’
interest based on historical data. The company found that
employee region uses a text field to capture the product
category while
employee from all other locations use a picklist.

Which dimension of data quality is affected in this scenario?

A. Accuracy
B. Consistency
C. Completeness
Study These Flashcards
A
B
55
Q
Cloud Kicks wants to use an AI mode 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. Reliability
B. Volume
C. Age
Study These Flashcards
A
A
56
Q
A sales manager wants to improve their processes using AI in
Salesforce?

Which application of AI would be most beneficial?

A. Lead soring and opportunity forecasting

B. Sales dashboards and reporting
C. Data modeling and management
Study These Flashcards
A
A
57
Q
How does AI which CRM help sales representatives better
understand previous customer
interactions?

A. Creates, localizes, and translates product descriptions

B. Triggers personalized service replies
C. Provides call summaries
Study These Flashcards
A
C
58
Q
What is the most likely impact that high-quality data will have
on customer relationships?

A. Increased brand loyalty

B. Higher customer acquisition costs
C. Improved customer trust and satisfaction
Study These Flashcards
A
C
59
Q
What is the role of Salesforce Trust AI principles in the
context of CRM system?

A. Guiding ethical and responsible use of AI

B. Providing a framework for AI data model accuracy
C. Outlining the technical specifications for AI integration
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A
A
60
Q
What role does data quality play in the ethical us of AI
applications?
A. High-quality data is essential for ensuring unbased and
for fair AI decisions, promoting ethical use, and
preventing discrimi…
B. High-quality data ensures the process of demographic
attributes requires for personalized
campaigns.
C. Low-quality data reduces the risk of unintended bias as the
data is not overfitted to demographic
groups.
Study These Flashcards
A
A
61
Q
What can bias in AI algorithms in CRM lead to?

A. Personalization and target marketing changes

B. Advertising cost increases
C. Ethical challenges in CRM systems
Study These Flashcards
A
C
62
Q
What is an example of ethical debt?
A. Violating a data privacy law and falling to pay fines
B. Launching an AI feature after discovering a harmful
bias
C. Delaying an AI product launch to retrain an AI data model
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A
B
63
Q
A consultant conducts a series of Consequence Scanning
workshops to support testing diverse
datasets.

Which Salesforce Trusted AI Principles is being practiced?

A. Transparency
B. Inclusivity
C. Accountability
Study These Flashcards
A
B
64
Q
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.
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A
B
65
Q
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
Study These Flashcards
A
A
66
Q
What are the key components of the data quality standard?
A. Naming, formatting, Monitoring
B. Accuracy, Completeness, Consistency
C. Reviewing, Updating, Archiving
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A
B
67
Q
Which best describes the different between predictive AI and
generative AI?

A. 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.
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
Study These Flashcards
A
A
 68
Q
Which type of bias imposes a system ‘s values on others?

A. Societal
B. Automation
C. Association
Study These Flashcards
A
A
69
Q
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
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A
B
70
Q
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
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A
B
71
Q
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
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A
B
72
Q
Which data does Salesforce automatically exclude from
marketing Cloud Einstein engagement model
training to mitigate bias and ethic…
A. Geographic
B. Demographic
C. Cryptographic
Study These Flashcards
A
B
73
Q
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
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A
C
74
Q
What is a key challenge of human AI collaboration in decision-
making?

A. Leads to move informed and balanced decision-making

B. Creates a reliance on AI, potentially leading to less
critical thinking and oversight
C. Reduce the need for human involvement in decision-
making processes
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A
B
75
Q
A system admin recognizes the need to put a data
management strategy in place.

What is a key component of data management strategy?

A. Naming Convention
B. Data Backup
C. Color Coding