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

 A. Association
 B. Automation
 C. Societal

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, Monitoring

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

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.

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 understand previous
customer interactions?

 A. Creates, localizes, and translates product descriptions

 B. Provides call summaries
 C. Triggers personalized service replies

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

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

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.

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

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.

What is machine learning?

 A. A data model used in Salesforce

 B. AI that can grow its intelligence
 C. AI that creates new content

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

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.

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

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

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

 A. Predict
 B. Discover
 C. Generate

Answer : C

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
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

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

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

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

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

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

Answer(s): B
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

Answer(s): A
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
Answer(s): A
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

Answer(s): C
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

Answer(s): C
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

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
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.

Which Einstein capability uses emails to create content for Knowledge d

A. Generate

B. Discover
C. Predict

Which type of bias results from data being labeled according to stereotypes?

A. Association

B. Societal

C. 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?

A. Financial status

B. Nickname

C. Email address
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

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.

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

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

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

What is a sensitive variable that car esc to bias?

A. Education level

B. Country

C. Gender

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 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
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

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.

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.

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

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
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

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

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.

To avoid introducing unintended bias to an AI model, which type of data should be
omitted?

A. Transactional

B. Engagement

C. Demographic

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.

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 AI- driven 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.
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
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 ipn the dataset

B. Size of the dataset

C. Age of the dataset

What is machine learning?

A. AI that can grow its intelligence

 B. AI that creates new content

C. A data model used in Salesforce

What is the possible outcome of poor data quality?

1) AI predictions become more focused and less robust.

2) AI models maintain accuracy but have slower response times.
3) Biases in data can be inadvertently learned and amplified by AI systems.

Answer 3

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

Answer B

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?

A. Redesign the lead conversion process,

B. Review and update missing lead information.

C. Prioritize active leads quarterly.

Ans : B
Cloud Kicks wants to evaluate the quality of its sales data.

Which first step should they take for the data quality assessment?

A. Plan and align territories,

B. Run a new report or dashboard.

C. Identify business objectives.

Ans : C

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

Ans : A

Cloud Kicks wants to improve the quality of its AI model's predictions with the use
of a large amount of data.

What can bias in AI algorithms in CRM lead to?

A. Accuracy

B. Location

C. Volume
Ans : A

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

Ans : C

Cloud Kicks' latest email campaign is struggling to attract new customers.

How can AI increase the company's customer email engagement?

A. Create personalized emails

B. Resend emails to inactive recipients

C. Remove invalid email addresses

Ans : A

A sales manager wants to use AI to help sales representatives log their calls
quicker and more accurately.

Which functionality provides the best solution?

A. Call Summaries

B. Sales Dialer

C. Auto-Generated Sales Tasks

Ans : A

Cloud Kicks uses Einstein to generate predictions out is not seeing accurate
results?

What to a potential mason for this?

A. Poor data quality

B. The wrong product

C. Too much data

Ans : A

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

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

Ans : C

Explanation:

“Model accuracy is a benefit of a diverse, balanced, and large dataset. A diverse

dataset can capture a variety of features and patterns that are relevant for the AI
task. A balanced dataset can avoid overfitting or underfitting the model to a
specific subset of data. A large dataset can provide enough information for the
model to learn from and generalize well to new data.”

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
Ans : B

Explanation:

“Predictive scoring, forecasting, and recommendations are three commonly used

examples of AI in CRM. Predictive scoring can help prioritize leads, opportunities,
and customers based on their likelihood to convert, churn, or buy. Forecasting can
help predict future sales, revenue, or demand based on historical data and trends.
Recommendations can help suggest the best products, services, or actions for each
customer based on their preferences, behavior, and needs.”

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.

Ans : B

Explanation:

Before using AI to optimize business operations, the company should first assess
the availability and quality of its data. Data is the fuel for AI, and without
sufficient and relevant data, AI cannot produce accurate and reliable results.
Therefore, the company should identify what data it has, where it is stored, how it
is accessed, and how it is maintained. This will help the company understand the
feasibility and scope of its AI projects.

4. 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

Explanation:

“Data quality plays a crucial role in enhancing the accuracy and reliability of
medical predictions and diagnoses. Poor data quality can lead to inaccurate or
misleading results, which can have serious consequences for patients’ health and
well-being. Therefore, it is important to ensure that the data used for AI
applications in healthcare is accurate, complete, consistent, and relevant.”

5. 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

Explanation:

“Some of the ethical challenges associated with AI development are the potential
for human bias in machine learning algorithms and the lack of transparency in AI
decision-making processes. Human bias can arise from the data used to train the
models, the design choices made by the developers, or the interpretation of the
results by the users. Lack of transparency can make it difficult to understand how
and why AI systems make certain decisions, which can affect trust, accountability,
and fairness.”

6. 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

Explanation:

“Consistency is the data quality dimension that is affected by multiple variations of

state and country values in contact records. Consistency means that the data values
are uniform and follow a common standard or format across different records,
fields, or sources. Inconsistent data can cause confusion, errors, or duplication in
data analysis and processing.”

7. 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

Explanation:

“Natural language processing (NLP) is used in the context of AI capabilities to

understand and generate human language. NLP can enable AI systems to interact
with humans using natural language, such as speech or text. NLP can also enable
AI systems to analyze and extract information from natural language data, such as
documents, emails, or social media posts.”

8. 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

Explanation:
“An example of Salesforce’s Trusted AI Principle of Inclusivity in practice is
testing models with diverse datasets. Inclusivity means that AI systems should be
designed and developed with respect for diversity and inclusion of different
perspectives, backgrounds, and experiences. Testing models with diverse datasets
can help ensure that the models are fair, unbiased, and representative of the target
population or domain.”

9. 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

Explanation:

“Consistency is the data quality dimension that is essential for creating a custom
service analytics application to analyze cases in Salesforce. Consistency means that
the data values are uniform and follow a common standard or format across
different records, fields, or sources. Consistent data can ensure that the custom
application can accurately and efficiently analyze cases and provide meaningful
insights.”

10. 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.

Explanation:
“Organizations should collect and curate high-quality data from reliable sources to
ensure data quality for their AI initiatives. High-quality data means that the data is
accurate, complete, consistent, relevant, and timely for the AI task. Reliable
sources mean that the data is trustworthy, credible, and authoritative. Collecting
and curating high-quality data from reliable sources can improve the performance
and reliability of AI systems.”

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

A. Generate
B. Discover
C. Predict

Explanation:

“Einstein Generate uses emails to create content for Knowledge articles. Einstein
Generate is a natural language generation (NLG) feature that can automatically
write summaries, descriptions, or recommendations based on data or text inputs.
For example, Einstein Generate can analyze email conversations between agents
and customers and generate draft articles for the Knowledge base.”

12. Which type of bias results from data being labeled according to stereotypes?

A. Association
B. Societal
C. Interaction

Explanation:

“Societal bias results from data being labeled according to stereotypes. Societal
bias is a type of bias that reflects the assumptions, norms, or values of a specific
society or culture. For example, societal bias can occur when data is labeled based
on gender, race, ethnicity, or religion stereotypes.”

13. 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

Explanation:

“Financial status is an example of an immutable trait. Immutable traits are

characteristics that are inherent, fixed, or unchangeable. For example, financial
status is an immutable trait because it is determined by factors beyond one’s
control, such as birth, inheritance, or economic conditions.

Nickname and email address are not immutable traits because they can be changed
by choice or preference.”

14. 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.

Explanation:
“The incomplete data quality will impact the company’s operations by hindering
the accuracy of product recommendations. Incomplete data means that the data is
missing some values or attributes that are relevant for the AI task. Incomplete data
can affect the performance and reliability of AI models, as they may not have
enough information to learn from or make accurate predictions. For example,
incomplete customer records can affect the quality of product recommendations, as
the AI model may not be able to capture the customers’ preferences, behavior, or
needs.”

15. 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

Explanation:

“Streamlining case management by categorizing and tracking customer support

cases, identifying topics, and summarizing case resolutions are some key benefits
of AI in improving customer experiences in CRM. AI can help automate and
optimize various aspects of customer service, such as routing cases to the right
agents, providing relevant information or suggestions, and generating reports or
insights. AI can also help enhance customer satisfaction and loyalty by reducing
wait times, improving response quality, and providing personalized solutions.”

16. 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.

Explanation:

“An organization benefits from using AI to personalize the shopping experience of

online customers by increasing customer satisfaction. AI can help provide
customized and relevant product recommendations, offers, or content based on the
customers’ preferences, behavior, or needs. AI can also help create a more
engaging and interactive shopping experience by using natural language processing
(NLP) or computer vision techniques. Personalized shopping experiences can
improve customer satisfaction by meeting their expectations, needs, and interests.”

17. 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.

Explanation:

“Testing with diverse and representative datasets appropriate for how the model
will be used aligns with Salesforce’s Trusted AI Principle of Inclusivity.
Inclusivity means that AI systems should be designed and developed with respect
for diversity and inclusion of different perspectives, backgrounds, and experiences.
Testing with diverse and representative datasets can help ensure that the models
are fair, unbiased, and representative of the target population or domain.”
18. 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

Explanation:

“Consistency is the data quality dimension that is affected in this scenario.

Consistency means that the data values are uniform and follow a common standard
or format across different records, fields, or sources. Inconsistent data can cause
confusion, errors, or duplication in data analysis and processing. For example,
using different field types for the same attribute can affect the consistency of the
data.”

19. 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.

Explanation:

“Implementing Salesforce’s Trusted AI Principles is what Cloud Kicks should

consider doing to minimize potential AI bias. Salesforce’s Trusted AI Principles
are a set of guidelines and best practices for developing and using AI systems in a
responsible and ethical way. The principles include Accountability, Fairness &
Equality, Transparency & Explainability, Privacy & Security, Reliability & Safety,
Inclusivity & Diversity, Empowerment & Education.”

20. 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

Explanation:

“Opportunity Scoring, Lead Scoring, Account Insights are features of Einstein that
enhance sales efficiency and effectiveness. Opportunity Scoring and Lead Scoring
use predictive models to assign scores to opportunities and leads based on their
likelihood to close or convert. Account Insights use natural language processing
(NLP) to provide relevant news and insights about accounts based on their
industry, location, or events.”

21. 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

Explanation:

“Confirmation bias is most likely to be encountered in this scenario. Confirmation

bias is a type of bias that occurs when data or information confirms or supports
one’s existing beliefs or expectations. For example, confirmation bias can occur
when a product recommendation feature only recommends shoes of a given color
based on the customer’s purchase history, without considering other factors or
preferences that may influence their choice.”

22. 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

Explanation:

“The main focus of the Accountability principle in Salesforce’s Trusted AI

Principles is taking responsibility for one’s actions toward customers, partners, and
society. Accountability means that AI systems should be designed and developed
with respect for the impact and consequences of their actions on others.
Accountability also means that AI developers and users should be aware of and
adhere to the ethical, legal, and regulatory standards and expectations of their
industry and domain.”

23. What is a sensitive variable that car esc to bias?

A. Education level
B. Country
C. Gender

Explanation:

“Gender is a sensitive variable that can lead to bias. A sensitive variable is a

variable that can potentially cause discrimination or unfair treatment based on a
person’s identity or characteristics.
For example, gender is a sensitive variable because it can affect how people are
perceived, treated, or represented by AI systems.”

24. 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

Explanation:

“Einstein Engagement provides the best solution for a marketing manager who
wants to use AI to better engage their customers. Einstein Engagement is a feature
that uses AI to optimize email marketing campaigns by providing insights and
recommendations on the best time, frequency, content, and subject lines to send
emails to each customer. Einstein Engagement can help increase customer
engagement, retention, and loyalty by delivering personalized and relevant
messages.”

25. 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

Explanation:

“A picklist field type should be used to ensure data quality for capturing an order’s
destination country. A picklist field type allows the user to select one or more
predefined values from a list. A picklist field type can ensure data quality by
enforcing consistency, accuracy, and completeness of the data values.”

What is the significance of explainability of trusted AI systems?

A. Increases the complexity of AI models

B. Enhances the security and accuracy of AI models

C. Describes how Al models make decisions

Answer : C

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

Answer : A

A developer has a large amount of data, but it is scattered across different systems
and is not standardized.

Which key data quality element should they focus on to ensure the effectiveness of
the AI models?

A.Performance

B.Consistency

C.Volume
 Answer : B

Sales Managers at Universal Containers would like to standardize what

information Sales Reps are gathering. Sales Reps want recommendations, sales
strategies and to know what key fields need to be completed at each step of the
sales process on the opportunity record.
What feature should an app builder use to provide this functionality?

 A. Workflow
 B. Global Action
 C. Path Most Voted
 D. Chatter Feed

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

 A. Rely on a development team with uniform backgrounds to assess the potential

societal implications of the model.
 B. Test with diverse and representative datasets appropriate for how the model will
be used.
 C. Test only with data from a specific region or demographic to limit the risk of
data leaks.

A company has been adding data to Salesforce and has not done a good job of
limiting the creation of duplicate Lead records. The developer is considering
writing an Apex process to identify duplicates and merge the records together.

Which two statements are valid considerations when using merge? (Choose two.)

 A. The merge method allows up to three records, including the master and two
additional records with the same sObject type, to be merged into the master
record. Most Voted
 B. Merge is supported with accounts, contacts, cases, and leads. Most Voted
 C. External ID fields can be used with the merge method.
 D. The field values on the master record are overwritten by the records being
merged.
What should an organization do to enforce consistency across accounts for newly
entered records?

A. Merge all duplicate accounts into a single record when duplicate entries are
detected.

B. Input the data exactly as it appears from the source, such as the company's
website or social media,

C. Implement naming conventions or a predefined list of user-selectable values for

organization-wide records.

Ans : C

Which data does Salesforce automatically exclude from marketing Cloud Einstein
engagement model training to mitigate bias and ethic…

Options:

A. Geographic

B. Demographic

C. Cryptographic

Ans : B

What are the potential consequences of an organization suffering from poor data
quality?

Options:

A. Low employee morale, stock devaluation, and inability to attract top talent

B. Revenue loss, poor customer service, and reputational damage

C. Technical debt, monolithic system architecture, and slow ETL throughput

Answer : B

Which action introduces bias in the training data used for AI algorithms?
Options:
A. Using a large dataset that is computationally expensive
B. Using a dataset that represents diverse perspectives and populations
C. Using a dataset that underrepresents perspectives and populations
Answer : C

How does AI assist in lead qualification?

Options:
A. Scores leads based on customer data
B. Creates personalized SMS campaigns
C. Automatically interacts with prospects

Answer : A

Which best describes the difference between predictive AI and generative Al?
A. Predictive AT uses machine learning to classify or predict outputs from its input
data whereas generative Al does not use machine learning to generate its output.
B. Predictive Al uses machine learning to classify or predict outputs from its input
data whereas generative Al uses machine learning to generate new and original
output for 4 given input
C. Predictive Al and generative Al have the same capabilities but differ in the type
of input they receive; predictive AT receives raw data whereas generative AT
receives natural language.
Ans : B
Cloud Kicks prepares a dataset for an AI model and identifies some inconsistencies
in the data.
What is the most appropriate action the company should take?
A. Adjust the Al model to account for the data inconsistencies.
B. Increase the quantity of data being used for training the model
C. Investigate the data inconsistencies and apply data quality techniques.
Ans : C

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
Ans : A

Cloud Kicks plans to use automated chat as its primary support channel.
Which Einstein feature should they use?
A. Discovery
B. Bots
C. Next Best Action
Ans : B

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.
Ans : B

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 Most Voted

 B. Reliability
 C. Volume

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. Most Voted
 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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QUESTION NO: 1
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.

Hide answers/explanation  Discussion 0

Correct Answer: B  Vote an answer

"Flagging sensitive variables and their proxies to prevent discriminatory lending practices is how they should implement Salesforce's Trusted AI Principle of Transparency. Transparency
is one of the Trusted AI Principles that states that AI systems should be designed and developed with respect for clarity and openness in how they work and why they make certain
decisions. Transparency also means that AI users should be able to access relevant information and documentation about the AI systems they interact with. Flagging sensitive variables
and their proxies means identifying and marking variables that can potentially cause discrimination or unfair treatment based on a person's identity or characteristics, such as age,
gender, race, income, or credit score. Flagging sensitive variables and their proxies can help implement Transparency by allowing users to understand and evaluate the data used or
generated by AI systems."

QUESTION NO: 2
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

Hide answers/explanation  Discussion 0

Correct Answer: A  Vote an answer

"Some of the ethical challenges associated with AI development are the potential for human bias in machine learning algorithms and the lack of transparency in AI decision-making
processes. Human bias can arise from the data used to train the models, the design choices made by the developers, or the interpretation of the results by the users. Lack of
transparency can make it difficult to understand how and why AI systems make certain decisions, which can affect trust, accountability, and fairness."

QUESTION NO: 3
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. Leave a message

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C. Generative AI analyzes existing data and predictive AI creates new content based on existing data.

Hide answers/explanation  Discussion 0

Correct Answer: A  Vote an answer

"The key difference between generative and predictive AI is that generative AI creates new content based on existing data and predictive AI analyzes existing data. Generative AI is a
type of AI that can generate novel content such as images, text, music, or video based on existing data or inputs. Predictive AI is a type of AI that can analyze existing data or inputs and
make predictions or recommendations based on patterns or trends."

QUESTION NO: 4
Cloud Kicks wants to improve the quality of its AI model's predictions with the use of a large amount of data.
Which data quality element should the company focus on?

A. Accuracy

B. Location

C. Volume

Hide answers/explanation  Discussion 0

Correct Answer: A  Vote an answer

To improve the quality of AI model predictions, Cloud Kicks should focus on the accuracy of the data.
Accurate data ensures that the insights and predictions generated by AI models are reliable and valid. Data accuracy involves correcting errors, filling missing values, and verifying data
sources to enhance the quality of information fed into the AI systems. Focusing on data accuracy helps in minimizing prediction errors and enhances the decision-making process
based on AI insights. For more details on the importance of data quality in AI models, Salesforce provides extensive guidance in their documentation, which can be found at Data
Quality and AI.

QUESTION NO: 5
What is one technique to mitigate bias and ensure fairness in AI applications?

A. Ongoing auditing and monitoring of data that is used in AI applications

B. Excluding data features from the Al application to benefit a population

C. Using data that contains more examples of minority groups than majority groups

Hide answers/explanation  Discussion 0

Correct Answer: A  Vote an answer

A technique to mitigate bias and ensure fairness in AI applications is ongoing auditing and monitoring of the data used in AI applications. Regular audits help identify and address any
biases that may exist in the data, ensuring that AI models function fairly and without prejudice. Monitoring involves continuously checking the performance of AI systems to safeguard
against discriminatory outcomes. Salesforce emphasizes the importance of ethical AI practices, including transparency and fairness, which can be further explored through Salesforce's
AI ethics guidelines at Salesforce AI Ethics.

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QUESTION NO: 1
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. Incorporate customer feedback into the model's continuous training.

C. Flag sensitive variables and their proxies to prevent discriminatory lending practices.

Hide answers/explanation  Discussion 0

Correct Answer: C  Vote an answer

Explanation: Only visible for Actual4test members. You can sign-up / login (/reg.php) (it's free).

QUESTION NO: 2
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. Inherent neutrality of AI systems, which eliminates any potential for human bias in decision-making

C. Implicit transparency of AI systems, which makes It easy for users to understand and trust their decisions

Hide answers/explanation  Discussion 0

Correct Answer: A  Vote an answer

Explanation: Only visible for Actual4test members. You can sign-up / login (/reg.php) (it's free).

QUESTION NO: 3
What is the key difference between generative and predictive AI?

A. 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 and predictive AI analyzes existing data.

C. Generative AI finds content similar to existing data and predictive AI analyzes existing data.

Leave a message

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Hide answers/explanation  Discussion 0

Correct Answer: B  Vote an answer

Explanation: Only visible for Actual4test members. You can sign-up / login (/reg.php) (it's free).

QUESTION NO: 4
Cloud Kicks wants to improve the quality of its AI model's predictions with the use of a large amount of data.
Which data quality element should the company focus on?

A. Accuracy

B. Volume

C. Location

Hide answers/explanation  Discussion 0

Correct Answer: A  Vote an answer

Explanation: Only visible for Actual4test members. You can sign-up / login (/reg.php) (it's free).

QUESTION NO: 5
What is one technique to mitigate bias and ensure fairness in AI applications?

A. Using data that contains more examples of minority groups than majority groups

B. Excluding data features from the Al application to benefit a population

C. Ongoing auditing and monitoring of data that is used in AI applications

Hide answers/explanation  Discussion 0

Correct Answer: C  Vote an answer

Explanation: Only visible for Actual4test members. You can sign-up / login (/reg.php) (it's free).

QUESTION NO: 6
Cloud Kicks plans to use automated chat as its primary support channel.
Which Einstein feature should they use?

A. Next Best Action

B. Discovery

C. Bots

Hide answers/explanation  Discussion 0

Correct Answer: C  Vote an answer

Explanation: Only visible for Actual4test members. You can sign-up / login (/reg.php) (it's free).

QUESTION NO: 7
Why is it critical to consider privacy concerns when dealing with AI and CRM data?

A. Confirms the data is accessible to all users

B. Increases the volume of data collected Leave a message

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C. Ensures compliance with laws and regulations

Hide answers/explanation  Discussion 0

Correct Answer: C  Vote an answer

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QUESTION NO: 8
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

Hide answers/explanation  Discussion 0

Correct Answer: A  Vote an answer

Explanation: Only visible for Actual4test members. You can sign-up / login (/reg.php) (it's free).

QUESTION NO: 9
What are the potential consequences of an organization suffering from poor data quality?

A. Revenue loss, poor customer service, and reputational damage

B. Technical debt, monolithic system architecture, and slow ETL throughput

C. Low employee morale, stock devaluation, and inability to attract top talent

Hide answers/explanation  Discussion 0

Correct Answer: A  Vote an answer

Explanation: Only visible for Actual4test members. You can sign-up / login (/reg.php) (it's free).

QUESTION NO: 10
What is a potential source of bias in training data for AI models?

A. The data is collected from a diverse range of sources and demographics.

B. The data is collected in area time from sources systems.

C. The data is skewed toward is particular demographic or source.

Hide answers/explanation  Discussion 0

Correct Answer: C  Vote an answer

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QUESTION NO: 6
Cloud Kicks plans to use automated chat as its primary support channel.
Which Einstein feature should they use?

A. Discovery

B. Bots

C. Next Best Action

Hide answers/explanation  Discussion 0

Correct Answer: B  Vote an answer

For Cloud Kicks, using automated chat as the primary support channel, the recommended Einstein feature is Bots. Einstein Bots are designed to automate customer interactions on
common issues through chat and messaging platforms. They can handle routine requests, provide quick answers to frequently asked questions, and escalate more complex issues to
human agents. Using Einstein Bots helps improve customer service efficiency and speed, leading to enhanced customer satisfaction. To learn more about setting up and optimizing
Einstein Bots for a business, you can visit the Salesforce documentation on Einstein Bots at Salesforce Einstein Bots.

QUESTION NO: 7
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

Hide answers/explanation  Discussion 0

Correct Answer: A  Vote an answer

"It is critical to consider privacy concerns when dealing with AI and CRM data because it ensures compliance with laws and regulations. Data privacy is the right of individuals to control
how their personal data is collected, used, shared, or stored by others. Data privacy laws and regulations are legal frameworks that define and enforce the rights and obligations of data
subjects, data controllers, and data processors regarding personal data. Data privacy laws and regulations vary by country, region, or industry, and may impose different requirements
or restrictions on how AI and CRM data can be handled."

QUESTION NO: 8
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 Leave a message

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C. Consent

Hide answers/explanation  Discussion 0

Correct Answer: A  Vote an answer

"Duplication is the data quality dimension that should be assessed to reduce communication inefficiencies.
Duplication means that the data contains multiple copies or instances of the same record or value.
Duplication can cause confusion, errors, or waste in data analysis and processing. For example, duplication can lead to communication inefficiencies if customers receive multiple calls
or emails from different sources for the same purpose."

QUESTION NO: 9
What are the potential consequences of an organization suffering from poor data quality?

A. Low employee morale, stock devaluation, and inability to attract top talent

B. Revenue loss, poor customer service, and reputational damage

C. Technical debt, monolithic system architecture, and slow ETL throughput

Hide answers/explanation  Discussion 0

Correct Answer: B  Vote an answer

The potential consequences of an organization suffering from poor data quality include revenue loss, poor customer service, and reputational damage. Poor data quality can lead to
inaccurate analytics and decision-making, impacting customer interactions, marketing strategies, and financial forecasting. These issues ultimately affect customer satisfaction and
could lead to financial losses and a damaged brand reputation. Salesforce highlights the importance of maintaining high data quality for effective CRM and AI applications, offering
various tools and best practices to enhance data integrity. For guidance on managing and improving data quality in Salesforce, see the Salesforce documentation on data quality at
Salesforce Data Quality.

QUESTION NO: 10
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.

Hide answers/explanation  Discussion 0

Correct Answer: B  Vote an answer

"A potential source of bias in training data for AI models is that the data is skewed toward a particular demographic or source. Skewed data means that the data is not balanced or
representative of the target population or domain. Skewed data can introduce or exacerbate bias in AI models, as they may overfit or underfit the model to a specific subset of data. For
example, skewed data can lead to bias if the data is collected from a limited or biased demographic or source, such as a certain age group, gender, race, location, or platform."

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QUESTION NO: 11
Which type of bias imposes a system 's values on others?

A. Societal

B. Association

C. Automation

Hide answers/explanation  Discussion 0

Correct Answer: A  Vote an answer

QUESTION NO: 12
Cloud Kicks' latest email campaign is struggling to attract new customers.
How can AI increase the company's customer email engagement?

A. Create personalized emails

B. Resend emails to inactive recipients

C. Remove invalid email addresses

Hide answers/explanation  Discussion 0

Correct Answer: A  Vote an answer

AI can significantly increase customer email engagement by creating personalized emails. Salesforce Einstein AI enhances email marketing campaigns by analyzing customer data and
past interactions to tailor the content, timing, and recommendations within emails. This personalization leads to higher engagement rates as emails resonate more closely with individual
preferences and behaviors. Salesforce Marketing Cloud provides tools to leverage AI for crafting personalized email campaigns, ensuring that emails are relevant and appealing to
recipients. For more insights into how AI can be used to enhance email marketing, see the Salesforce Marketing Cloud page at Salesforce Marketing Cloud Email Studio.

QUESTION NO: 13
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?

A. Duplication

B. Usage

C. Completeness

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Hide answers/explanation  Discussion 0

Correct Answer: C  Vote an answer

By checking for null values, a business analyst (BA) is verifying the data quality component of completeness.
Completeness refers to the absence of missing values or gaps in the data, which is essential for the accuracy and reliability of reports and analytics used in AI models. Null values can
indicate incomplete data, which may adversely affect the performance of AI applications by leading to incorrect predictions or insights.
Salesforce emphasizes the importance of data completeness for effective data analysis and provides tools for data quality assessment and improvement. Details on handling data
completeness in Salesforce can be explored at Salesforce Help Data Management.

QUESTION NO: 14
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

Hide answers/explanation  Discussion 0

Correct Answer: A  Vote an answer

"The role of Salesforce Trust AI principles in the context of CRM systems is guiding ethical and responsible use of AI. Salesforce Trust AI principles are a set of guidelines and best
practices for developing and using AI systems in a responsible and ethical way. The principles include Accountability, Fairness & Equality, Transparency & Explainability, Privacy &
Security, Reliability & Safety, Inclusivity & Diversity, Empowerment & Education. The principles aim to ensure that AI systems are aligned with the values and interests of customers,
partners, and society."

QUESTION NO: 15
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

Hide answers/explanation  Discussion 1

Correct Answer: A  Vote an answer

"The difference between predictive AI and generative AI is that predictive AI analyzes existing data to make predictions or recommendations based on patterns or trends, while
generative AI creates new content based on existing data or inputs. Predictive AI is a type of AI that uses machine learning techniques to learn from existing data and make predictions
or recommendations based on the data. For example, predictive AI can be used to forecast sales, revenue, or demand based on historical data and trends. Generative AI is a type of AI
that uses machine learning techniques to generate novel content such as images, text, music, or video based on existing data or inputs. For example, generative AI can be used to
create realistic faces, write summaries, compose songs, or produce videos."

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QUESTION NO: 16
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.

Hide answers/explanation  Discussion 0

Correct Answer: B  Vote an answer

"Ensuring appropriate consent and transparency when using AI-generated responses is a statement that exemplifies Salesforce's honesty guideline when training AI models.
Salesforce's honesty guideline is one of the Trusted AI Principles that states that AI systems should be designed and developed with respect for honesty and integrity in how they work
and what they produce. Ensuring appropriate consent and transparency means respecting and honoring the choices and preferences of users regarding how their data is used or
generated by AI systems. Ensuring appropriate consent and transparency also means providing clear and accurate information and documentation about the AI systems and their
outputs."

QUESTION NO: 17
Cloud Kicks prepares a dataset for an AI model and identifies some inconsistencies in the data.
What is the most appropriate action the company should take?

A. Adjust the Al model to account for the data inconsistencies.

B. Increase the quantity of data being used for training the model

C. Investigate the data inconsistencies and apply data quality techniques.

Hide answers/explanation  Discussion 0

Correct Answer: C  Vote an answer

When inconsistencies in data are identified, the most appropriate action is to investigate these inconsistencies and apply data quality techniques. Adjusting the AI model to
accommodate poor quality data or simply increasing the quantity of data without addressing the underlying issues does not solve the problem and can lead to less reliable AI outputs.
Proper data cleaning, normalization, and validation are necessary steps to ensure that the data fed into an AI model is accurate and reliable, thus enhancing the model's performance.
Salesforce provides guidelines on how to manage and improve data quality, including practical steps for addressing data inconsistencies, detailed at Improving Data Quality in
Salesforce.

QUESTION NO: 18
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?

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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

Hide answers/explanation  Discussion 0

Correct Answer: B  Vote an answer

"An explanation of the prediction's rationale and a model card that describes how the model was created should be accessible on the Salesforce Platform following Salesforce's Trusted
AI Principle of Transparency.
Transparency means that AI systems should be designed and developed with respect for clarity and openness in how they work and why they make certain decisions. Transparency
also means that AI users should be able to access relevant information and documentation about the AI systems they interact with."

QUESTION NO: 19
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

Hide answers/explanation  Discussion 0

Correct Answer: C  Vote an answer

"Natural language processing (NLP) is used in the context of AI capabilities to understand and generate human language. NLP can enable AI systems to interact with humans using
natural language, such as speech or text. NLP can also enable AI systems to analyze and extract information from natural language data, such as documents, emails, or social media
posts."

QUESTION NO: 20
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.

Hide answers/explanation  Discussion 0

Correct Answer: A  Vote an answer

"The incomplete data quality will impact the company's operations by hindering the accuracy of product recommendations. Incomplete data means that the data is missing some values
or attributes that are relevant for the AI task. Incomplete data can affect the performance and reliability of AI models, as they may not have enough information to learn from or make
accurate predictions. For example, incomplete customer records can affect the quality of product recommendations, as the AI model may not be able to capture the customers'
preferences, behavior, or needs."

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QUESTION NO: 21
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

Hide answers/explanation  Discussion 1

Correct Answer: A  Vote an answer

"Reliability is an essential data quality dimension to achieve the goal of predicting the demand for shoes using historical data on sales and regional characteristics. Reliability means that
the data values are trustworthy, credible, and authoritative for the AI task. Reliable data can improve the accuracy and confidence of AI predictions, as they reflect the true state or
condition of the target population or domain. For example, reliable data can help predict the demand for shoes by using verified and validated sales and regional data."

QUESTION NO: 22
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

Hide answers/explanation  Discussion 0

Correct Answer: A  Vote an answer

A benefit of data quality and transparency as it pertains to bias in generated AI is that the chances of bias are mitigated. High data quality ensures that AI models are trained on
accurate and representative data, reducing the risk of biased outcomes. Transparency in AI processes helps stakeholders understand how decisions are made, allowing for the
identification and correction of potential biases. Together, these practices contribute to the development of fairer and more accountable AI systems. Salesforce highlights the importance
of these principles in its AI practices, particularly through its ethical AI framework, which advocates for fairness and accountability. More on Salesforce's commitment to promoting
unbiased AI can be found in their AI ethics guidelines at Salesforce AI Ethics.

QUESTION NO: 23
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.

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C. AI operates Independently of user privacy and consent.

Hide answers/explanation  Discussion 0

Correct Answer: B  Vote an answer

"AI infringes on privacy when user consent is not obtained. User consent is the permission or agreement given by a user to allow their personal data to be collected, used, shared, or
stored by others. User consent is an important aspect of data privacy, which is the right of individuals to control how their personal data is handled by others. AI infringes on privacy
when user consent is not obtained because it violates the user's rights and preferences regarding their personal data."

QUESTION NO: 24
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.

Hide answers/explanation  Discussion 0

Correct Answer: A  Vote an answer

"The principle of Empowerment primarily aims to achieve empowering users of all skill levels to build AI applications with clicks, not code. Empowerment is one of the Trusted AI
Principles that states that AI systems should be designed and developed with respect for the empowerment and education of humans.
Empowering users means enabling users to access, use, and benefit from AI systems regardless of their technical expertise or background. For example, empowering users means
providing tools and platforms that allow users to build AI applications with clicks, not code, such as Einstein Prediction Builder or Einstein Discovery."

QUESTION NO: 25
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

Hide answers/explanation  Discussion 0

Correct Answer: B  Vote an answer

"A potential outcome of using poor-quality data in AI applications is that AI models may produce biased or erroneous results. Poor-quality data means that the data is inaccurate,
incomplete, inconsistent, irrelevant, or outdated for the AI task. Poor-quality data can affect the performance and reliability of AI models, as they may not have enough or correct
information to learn from or make accurate predictions. Poor-quality data can also introduce or exacerbate biases or errors in AI models, such as human bias, societal bias, confirmation
bias, or overfitting or underfitting."

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QUESTION NO: 26
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

Hide answers/explanation  Discussion 0

Correct Answer: C  Vote an answer

"Consistency is the data quality dimension that is affected in this scenario. Consistency means that the data values are uniform and follow a common standard or format across different
records, fields, or sources.
Inconsistent data can cause confusion, errors, or duplication in data analysis and processing. For example, using different field types for the same attribute can affect the consistency of
the data."

QUESTION NO: 27
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

Hide answers/explanation  Discussion 0

Correct Answer: A  Vote an answer

"The "right of least privilege" reduces the risk of handling sensitive personal data by limiting how many people have access to data. The "right of least privilege" is a security principle
that states that each user or system should have the minimum level of access or privilege necessary to perform their tasks or functions.
The "right of least privilege" can help protect sensitive personal data from unauthorized access, misuse, or leakage."

QUESTION NO: 28
How does poor data quality affect predictive and generative AI models?

A. Creates inaccurate results

B. Increases raw data volume

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C. Decreases storage efficiency

Hide answers/explanation  Discussion 0

Correct Answer: A  Vote an answer

Poor data quality significantly impacts the performance of predictive and generative AI models by leading to inaccurate and unreliable results. Factors such as incomplete data, incorrect
data, or poorly formatted data can mislead AI models during the learning phase, causing them to make incorrect assumptions, learn inappropriate patterns, or generalize poorly to new
data. This inaccuracy can be detrimental in applications where precision is critical, such as in predictive analytics for sales forecasting or customer behavior analysis.
Salesforce emphasizes the importance of data quality for AI model effectiveness in their AI best practices guide, which can be reviewed on Salesforce AI Best Practices.

QUESTION NO: 29
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

Hide answers/explanation  Discussion 0

Correct Answer: A  Vote an answer

"A key benefit of effective interaction between humans and AI systems is that it leads to more informed and balanced decision making. Effective interaction means that humans and AI
systems can communicate and collaborate with each other in a clear, natural, and respectful way. Effective interaction can help leverage the strengths and complement the weaknesses
of both humans and AI systems. Effective interaction can also help increase trust, confidence, and satisfaction in using AI systems."

QUESTION NO: 30
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

Hide answers/explanation  Discussion 0

Correct Answer: B  Vote an answer

"The Ethical AI Process Maturity Model is the established Salesforce Ethical Maturity Model that the Cloud technical team should use to guide the development of trusted AI solutions.
The Ethical AI Process Maturity Model is a framework that helps assess and improve the ethical and responsible practices and processes involved in developing and deploying AI
systems. The Ethical AI Process Maturity Model consists of five levels of maturity: Ad Hoc, Aware, Defined, Managed, and Optimized. The Ethical AI Process Maturity Model can help
guide the development of trusted AI solutions by providing a roadmap and best practices for achieving higher levels of ethical maturity."

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QUESTION NO: 31
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

Hide answers/explanation  Discussion 0

Correct Answer: B  Vote an answer

"Launching an AI feature after discovering a harmful bias is an example of ethical debt. Ethical debt is a term that describes the potential harm or risk caused by unethical or
irresponsible decisions or actions related to AI systems. Ethical debt can accumulate over time and have negative consequences for users, customers, partners, or society. For
example, launching an AI feature after discovering a harmful bias can create ethical debt by exposing users to unfair or inaccurate results that may affect their trust, satisfaction, or well-
being."

QUESTION NO: 32
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

Hide answers/explanation  Discussion 0

Correct Answer: C  Vote an answer

"A validation rule should be used to ensure that each new contact contains at least an email address or phone number. A validation rule is a feature that checks the data entered by
users for errors before saving it to Salesforce. A validation rule can help ensure data quality by enforcing certain criteria or conditions for the data values."

QUESTION NO: 33
What does the term "data completeness" refer to in the context of data quality?

A. The degree to which all required data points are present in the dataset

B. The process of aggregating multiple datasets from various databases

C. The ability to access data from multiple sources in real time

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Hide answers/explanation  Discussion 0

Correct Answer: A  Vote an answer

Data completeness is a measure of data quality that assesses whether all required data points are present in a dataset. It checks for missing values or gaps in data necessary for
accurate analysis and decision-making. In the context of Salesforce, ensuring data completeness is crucial for the effectiveness of CRM operations, reporting, and AI-driven applications
like Salesforce Einstein, which rely on complete data to function optimally. Salesforce provides various tools and features, such as data validation rules and batch data import
processes, that help maintain data completeness across its platform. Detailed guidance on managing data quality in Salesforce can be found in the Salesforce Help documentation on
data management at Salesforce Help Data Management.

QUESTION NO: 34
Cloud Kicks uses Einstein to generate predictions out is not seeing accurate results?
What to a potential mason for this?

A. Poor data quality

B. The wrong product

C. Too much data

Hide answers/explanation  Discussion 0

Correct Answer: A  Vote an answer

"Poor data quality is a potential reason for not seeing accurate results from an AI model. Poor data quality means that the data is inaccurate, incomplete, inconsistent, irrelevant, or
outdated for the AI task. Poor data quality can affect the performance and reliability of AI models, as they may not have enough or correct information to learn from or make accurate
predictions."

QUESTION NO: 35
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

Hide answers/explanation  Discussion 0

Correct Answer: C  Vote an answer

"Opportunity Scoring, Lead Scoring, Account Insights are features of Einstein that enhance sales efficiency and effectiveness. Opportunity Scoring and Lead Scoring use predictive
models to assign scores to opportunities and leads based on their likelihood to close or convert. Account Insights use natural language processing (NLP) to provide relevant news and
insights about accounts based on their industry, location, or events."

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QUESTION NO: 36
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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Correct Answer: A  Vote an answer

"Machine learning is a key characteristic of AI capabilities that uses algorithms to learn from data and make decisions. Machine learning is a branch of AI that enables computers to
learn from data without being explicitly programmed. Machine learning algorithms can analyze data, identify patterns, and make predictions or recommendations based on the data."

QUESTION NO: 37
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

Hide answers/explanation  Discussion 0

Correct Answer: C  Vote an answer

"Consistency is the data quality dimension that is affected by multiple variations of state and country values in contact records. Consistency means that the data values are uniform and
follow a common standard or format across different records, fields, or sources. Inconsistent data can cause confusion, errors, or duplication in data analysis and processing."

QUESTION NO: 38
Which data does Salesforce automatically exclude from marketing Cloud Einstein engagement model training to mitigate bias and ethic...

A. Geographic

B. Geographic

C. Cryptographic

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Correct Answer: B  Vote an answer

"Demographic data is the data that Salesforce automatically excludes from Marketing Cloud Einstein engagement model training to mitigate bias and ethical concerns. Demographic
data is data that describes the characteristics of a population or a group of people, such as age, gender, race, ethnicity, income, education, or occupation. Demographic data can lead to
bias if it is used to discriminate or treat people differently based on their identity or attributes. Demographic data can also reflect existing biases or stereotypes in society or culture,
which can affect the fairness and ethics of AI systems. Salesforce excludes demographic data from Marketing Cloud Einstein engagement model training to mitigate bias and ethical
concerns by ensuring that the models are based on behavioral data rather than personal data."

QUESTION NO: 39
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

Hide answers/explanation  Discussion 0

Correct Answer: B  Vote an answer

"A text field type should be used to capture the customer's preferred name. A text field type allows the user to enter any combination of letters, numbers, or symbols. A text field type can
be used to store names, addresses, phone numbers, or other personal information."

QUESTION NO: 40
What is a benefit of a diverse, balanced, and large dataset?

A. Training time

B. Data privacy

C. Model accuracy

Hide answers/explanation  Discussion 0

Correct Answer: C  Vote an answer

"Model accuracy is a benefit of a diverse, balanced, and large dataset. A diverse dataset can capture a variety of features and patterns that are relevant for the AI task. A balanced
dataset can avoid overfitting or underfitting the model to a specific subset of data. A large dataset can provide enough information for the model to learn from and generalize well to new
data."

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QUESTION NO: 41
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

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Correct Answer: A  Vote an answer

"Lead scoring and opportunity forecasting are applications of AI that would be most beneficial for a sales manager who wants to improve their processes using AI in Salesforce. Lead
scoring can help prioritize leads based on their likelihood to convert, while opportunity forecasting can help predict future sales or revenue based on historical data and trends. These
applications of AI can help optimize sales processes by providing insights and recommendations that can increase sales efficiency and effectiveness."

QUESTION NO: 42
What is the significance of explainability of trusted AI systems?

A. Increases the complexity of AI models

B. Enhances the security and accuracy of AI models

C. Describes how Al models make decisions

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Correct Answer: C  Vote an answer

The significance of the explainability of trusted AI systems is that it describes how AI models make decisions. Explainability is crucial for building trust and accountability in AI systems,
ensuring that users and stakeholders understand the decision-making processes and outcomes generated by AI. This is particularly important in scenarios where AI decisions impact
personal or financial status, such as in credit scoring or healthcare diagnostics. Salesforce emphasizes the importance of explainable AI through its ethical AI practices, aiming to make
AI systems more transparent and understandable. More details about Salesforce's approach to ethical and explainable AI can be found in Salesforce AI ethics resources at Salesforce
AI Ethics.

QUESTION NO: 43
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

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C. Predictive analytics

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Correct Answer: A  Vote an answer

"Natural language processing is the field of AI that is most suitable for this scenario. Natural language processing (NLP) is a branch of AI that enables computers to understand and
generate natural language, such as speech or text. NLP can be used to create conversational interfaces that can interact with users using natural language, such as chatbots. Chatbots
can help automate and streamline customer service processes by providing answers, suggestions, or actions based on the user's intent and context."

QUESTION NO: 44
How does AI assist in lead qualification?

A. Scores leads based on customer data

B. Creates personalized SMS campaigns

C. Automatically interacts with prospects

Hide answers/explanation  Discussion 0

Correct Answer: A  Vote an answer

AI assists in lead qualification primarily by scoring leads based on customer data. This process, known as lead scoring, uses machine learning algorithms to evaluate leads against a
set of predefined criteria that reflect potential interest and sales readiness. The scores assigned help sales teams prioritize their efforts toward leads most likely to convert, thus
improving efficiency and success rates in sales activities. Salesforce AI enhances this process through features like Einstein Lead Scoring, which automatically calculates scores based
on both historical conversion data and behavioral data from prospects. For further insights, Salesforce provides detailed documentation on lead scoring with AI at Salesforce Einstein
Lead Scoring.

QUESTION NO: 45
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.

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Correct Answer: B  Vote an answer

"Using diverse training data is what should be done to prevent bias from entering an AI system when training it. Diverse training data means that the data covers a wide range of
features and patterns that are relevant for the AI task. Diverse training data can help prevent bias by ensuring that the AI system learns from a balanced and representative sample of
the target population or domain. Diverse training data can also help improve the accuracy and generalization of the AI system by capturing more variations and scenarios in the data."

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QUESTION NO: 46
A developer has a large amount of data, but it is scattered across different systems and is not standardized.
Which key data quality element should they focus on to ensure the effectiveness of the AI models?

A. Performance

B. Consistency

C. Volume

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Correct Answer: B  Vote an answer

When data is scattered and not standardized, the key data quality element a developer should focus on is consistency. Consistency refers to the uniformity and standardization of data
across different systems, which is crucial for integrating and analyzing data effectively, especially when developing AI models. Inconsistent data can lead to errors in analysis, poor AI
model performance, and misleading insights. Salesforce provides tools and practices for ensuring data consistency, such as data integration and management solutions that help
standardize and synchronize data across platforms. For more information on Salesforce data management, refer to the Salesforce data management tools at Salesforce Data
Management.

QUESTION NO: 47
A sales manager wants to use AI to help sales representatives log their calls quicker and more accurately.
Which functionality provides the best solution?

A. Call Summaries

B. Sales Dialer

C. Auto-Generated Sales Tasks

Hide answers/explanation  Discussion 0

Correct Answer: A  Vote an answer

The best functionality to help sales representatives log their calls quicker and more accurately is the use of AI-generated Call Summaries. This feature leverages AI to analyze voice
data from sales calls and automatically generate concise summaries and actionable insights, which are then logged into the CRM system. This not only speeds up the process of
recording call details but also enhances the accuracy of the data captured, reducing the likelihood of human error and ensuring that important details are not missed.
Salesforce provides AI tools that integrate with telephony solutions to enable these capabilities, enhancing the efficiency of sales operations. For more information on Salesforce AI
features like Einstein Call Coaching that support this functionality, visit Salesforce Einstein Call Coaching.

QUESTION NO: 48
What are some key benefits of AI in improving customer experiences in CRM?

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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

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Correct Answer: B  Vote an answer

"Streamlining case management by categorizing and tracking customer support cases, identifying topics, and summarizing case resolutions are some key benefits of AI in improving
customer experiences in CRM. AI can help automate and optimize various aspects of customer service, such as routing cases to the right agents, providing relevant information or
suggestions, and generating reports or insights. AI can also help enhance customer satisfaction and loyalty by reducing wait times, improving response quality, and providing
personalized solutions."

QUESTION NO: 49
Which action introduces bias in the training data used for AI algorithms?

A. Using a large dataset that is computationally expensive

B. Using a dataset that represents diverse perspectives and populations

C. Using a dataset that underrepresents perspectives and populations

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Correct Answer: C  Vote an answer

Introducing bias in training data for AI algorithms occurs when the dataset used underrepresents certain perspectives and populations. This type of bias can skew AI predictions, making
the system less fair and accurate. For example, if a dataset predominantly contains information from one demographic group, the AI's performance may not generalize well to other
groups, leading to biased or unfair outcomes. Salesforce discusses the impact of biased training data and ways to mitigate this in their AI ethics guidelines, which can be explored
further in the Salesforce AI documentation on Responsible Creation of AI.

QUESTION NO: 50
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.

Hide answers/explanation  Discussion 0

Correct Answer: B  Vote an answer

"An organization benefits from using AI to personalize the shopping experience of online customers by increasing customer satisfaction. AI can help provide customized and relevant
product recommendations, offers, or content based on the customers' preferences, behavior, or needs. AI can also help create a more engaging and interactive shopping experience by
using natural language processing (NLP) or computer vision techniques. Personalized shopping experiences can improve customer satisfaction by meeting their expectations, needs,
and interests."

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QUESTION NO: 51
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.

Hide answers/explanation  Discussion 0

Correct Answer: B  Vote an answer

"Implementing Salesforce's Trusted AI Principles is what Cloud Kicks should consider doing to minimize potential AI bias. Salesforce's Trusted AI Principles are a set of guidelines and
best practices for developing and using AI systems in a responsible and ethical way. The principles include Accountability, Fairness & Equality, Transparency & Explainability, Privacy &
Security, Reliability & Safety, Inclusivity & Diversity, Empowerment & Education."

QUESTION NO: 52
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

Hide answers/explanation  Discussion 0

Correct Answer: C  Vote an answer

"Einstein Lead Scoring and Case Classification are the capabilities that Cloud Kicks should use to enhance its sales processes and customer support. Einstein Lead Scoring and Case
Classification are features that use AI to optimize sales and service processes by providing insights and recommendations based on data.
Einstein Lead Scoring can help prioritize leads based on their likelihood to convert, while Einstein Case Classification can help categorize and route cases based on their attributes."

QUESTION NO: 53
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.
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C. Test with diverse and representative datasets appropriate for how the model will be used.

Hide answers/explanation  Discussion 0

Correct Answer: C  Vote an answer

"Testing with diverse and representative datasets appropriate for how the model will be used aligns with Salesforce's Trusted AI Principle of Inclusivity. Inclusivity means that AI systems
should be designed and developed with respect for diversity and inclusion of different perspectives, backgrounds, and experiences.
Testing with diverse and representative datasets can help ensure that the models are fair, unbiased, and representative of the target population or domain."

QUESTION NO: 54
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

Hide answers/explanation  Discussion 0

Correct Answer: B  Vote an answer

Data Backup is a key component of a data management strategy. A data backup is a process of creating and storing copies of data in a separate location or device to prevent data loss
or damage in case of a disaster, accident, or malicious attack. A data backup can help ensure data availability, reliability, and security by allowing data to be restored or recovered in the
event of a data breach, corruption, or deletion. A data management strategy should include a data backup plan that defines the frequency, scope, method, and location of data backups,
as well as the roles and responsibilities of the data backup team.

QUESTION NO: 55
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.

Hide answers/explanation  Discussion 0

Correct Answer: B  Vote an answer

"A possible outcome of poor data quality is that biases in data can be inadvertently learned and amplified by AI systems. Poor data quality means that the data is inaccurate, incomplete,
inconsistent, irrelevant, or outdated for the AI task. Poor data quality can affect the performance and reliability of AI systems, as they may not have enough or correct information to
learn from or make accurate predictions. Poor data quality can also introduce or exacerbate biases in data, such as human bias, societal bias, or confirmation bias, which can affect the
fairness and ethics of AI systems."

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QUESTION NO: 56
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 ipn the dataset

B. Size of the dataset

C. Age of the dataset

Hide answers/explanation  Discussion 0

Correct Answer: B  Vote an answer

"The size of the dataset is a crucial factor that the developer should consider during selection. The size of the dataset refers to the amount or volume of data available for training an AI
model. The size of the dataset can affect the feasibility and quality of the AI model, as well as the choice of AI techniques and tools. The size of the dataset should be large enough to
provide sufficient information for the AI model to learn from and generalize well to new data."

QUESTION NO: 57
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

Hide answers/explanation  Discussion 0

Correct Answer: B  Vote an answer

"The main focus of the Accountability principle in Salesforce's Trusted AI Principles is taking responsibility for one's actions toward customers, partners, and society. Accountability
means that AI systems should be designed and developed with respect for the impact and consequences of their actions on others.
Accountability also means that AI developers and users should be aware of and adhere to the ethical, legal, and regulatory standards and expectations of their industry and domain."

QUESTION NO: 58
What is a societal implication of excluding ethics in AI development?

A. Faster and cheaper development

B. More innovation and creativity

C. Harm to marginalized communities

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Hide answers/explanation  Discussion 0

Correct Answer: C  Vote an answer

Excluding ethics in AI development can lead to societal implications such as harm to marginalized communities. When ethical considerations are not integrated into AI development, the
resulting technologies may perpetuate or amplify biases, leading to unfair treatment or discrimination against certain groups. This can reinforce existing social inequalities and prevent
these communities from benefiting equally from the advancements in AI technology. Salesforce is committed to responsible AI development and emphasizes the importance of ethical
considerations in their development practices to prevent such outcomes. Details on Salesforce's approach to ethical AI and its importance can be found at Salesforce Ethical AI.

QUESTION NO: 59
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

Hide answers/explanation  Discussion 0

Correct Answer: B  Vote an answer

"Data quality is required to create accurate AI data insights. Data quality is the degree to which data is accurate, complete, consistent, relevant, and timely for the AI task. Data quality
can affect the performance and reliability of AI systems, as they depend on the quality of the data they use to learn from and make predictions. Data quality can also affect the accuracy
and validity of AI data insights, as they reflect the quality of the data used or generated by AI systems."

QUESTION NO: 60
Which type of AI can enhance customer service agents' email responses by analyzing the written content of previous emails?

A. Natural language processing

B. Machine learning

C. Deep learning

Hide answers/explanation  Discussion 0

Correct Answer: A  Vote an answer

Natural language processing (NLP) is the type of AI that can enhance customer service agents' email responses by analyzing the written content of previous emails. NLP technologies
interpret and generate human language, allowing AI systems to understand, respond to, and even anticipate customer needs based on email interactions. This capability helps in
crafting more relevant, accurate, and personalized email responses, improving customer service quality. Salesforce utilizes NLP in its Einstein AI platform to augment various customer
service functions. More about Salesforce Einstein's NLP capabilities can be found on the Salesforce Einstein page at Salesforce Einstein NLP.

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QUESTION NO: 61
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

Hide answers/explanation  Discussion 0

Correct Answer: A  Vote an answer

"Confirmation bias is most likely to be encountered in this scenario. Confirmation bias is a type of bias that occurs when data or information confirms or supports one's existing beliefs or
expectations. For example, confirmation bias can occur when a product recommendation feature only recommends shoes of a given color based on the customer's purchase history,
without considering other factors or preferences that may influence their choice."

QUESTION NO: 62
What is a sensitive variable that car esc to bias?

A. Education level

B. Country

C. Gender

Hide answers/explanation  Discussion 0

Correct Answer: C  Vote an answer

"Gender is a sensitive variable that can lead to bias. A sensitive variable is a variable that can potentially cause discrimination or unfair treatment based on a person's identity or
characteristics. For example, gender is a sensitive variable because it can affect how people are perceived, treated, or represented by AI systems."

QUESTION NO: 63
What are predictive analytics, machine learning, natural language processing (NLP), and computer vision?

A. Different types of data models used in Salesforce

B. Different types of automation tools used in Salesforce

C. Different types of AI that can be applied in Salesforce

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Correct Answer: C  Vote an answer

Predictive analytics, machine learning, natural language processing (NLP), and computer vision are all types of artificial intelligence technologies that can be applied in Salesforce to
enhance various aspects of business operations and customer interactions. Predictive analytics uses historical data to make predictions about future events. Machine learning involves
algorithms that can learn from and make decisions based on data.
NLP is concerned with the interactions between computers and humans using natural language, and computer vision interprets and processes visual information from the world to make
sense of it in the way humans do.
Salesforce harnesses these AI technologies, particularly through its Einstein platform, to provide powerful tools that help businesses automate tasks, make better decisions, and offer
more personalized services. For more on how Salesforce utilizes these AI technologies, you can explore the Einstein AI services documentation at Salesforce Einstein.

QUESTION NO: 64
Which type of bias imposes a system 's values on others?

A. Societal

B. Automation

C. Association

Hide answers/explanation  Discussion 1

Correct Answer: A  Vote an answer

"Societal bias is the type of bias that imposes a system's values on others. Societal bias is a type of bias that reflects the assumptions, norms, or values of a specific society or culture.
Societal bias can affect the fairness and ethics of AI systems, as they may affect how different groups or domains are perceived, treated, or represented by AI systems. For example,
societal bias can occur when AI systems impose a system's values on others, such as using Western standards of beauty or success to judge or rank people from other cultures."

QUESTION NO: 65
To avoid introducing unintended bias to an AI model, which type of data should be omitted?

A. Transactional

B. Engagement

C. Demographic

Hide answers/explanation  Discussion 0

Correct Answer: C  Vote an answer

"Demographic data should be omitted to avoid introducing unintended bias to an AI model. Demographic data is data that describes the characteristics of a population or a group of
people, such as age, gender, race, ethnicity, income, education, or occupation. Demographic data can lead to bias if it is used to discriminate or treat people differently based on their
identity or attributes. Demographic data can also reflect existing biases or stereotypes in society or culture, which can affect the fairness and ethics of AI systems."

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Question 1
Question Type: MultipleChoice

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

Answer:
B

Explanation:
Data Backup is a key component of a data management strategy. A data backup is a process of creating and storing copies of data in a
separate location or device to prevent data loss or damage in case of a disaster, accident, or malicious attack. A data backup can help
ensure data availability, reliability, and security by allowing data to be restored or recovered in the event of a data breach, corruption, or
 deletion. A data management strategy should include a data backup plan that defines the frequency, scope, method, and location of
data backups, as well as the roles and responsibilities of the data backup team.

Question 2
Question Type: MultipleChoice

What is a key challenge of human AI collaboration in decision-making?

Options:
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

Answer:
B
 Explanation:
''A key challenge of human-AI collaboration in decision-making is that it creates a reliance on AI, potentially leading to less critical
thinking and oversight. Human-AI collaboration is a process that involves humans and AI systems working together to achieve a
common goal or task. Human-AI collaboration can have many benefits, such as leveraging the strengths and complementing the
weaknesses of both humans and AI systems. However, human-AI collaboration can also pose some challenges, such as creating a
reliance on AI, potentially leading to less critical thinking and oversight. For example, human-AI collaboration can create a reliance on AI
if humans blindly trust or follow the AI recommendations without questioning or verifying their validity or rationale.''

Question 3
Question Type: MultipleChoice

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

 Answer:
C

Explanation:
''A data quality assessment impacts business outcomes for companies using AI by providing a benchmark for AI predictions. A data
quality assessment is a process that measures and evaluates the quality of data for a specific purpose or task. A data quality
assessment can help identify and address any issues or gaps in the data quality dimensions, such as accuracy, completeness,
consistency, relevance, and timeliness. A data quality assessment can impact business outcomes for companies using AI by providing a
benchmark for AI predictions, as it can help ensure that the predictions are based on high-quality data that reflects the true state or
condition of the target population or domain.''

Question 4
Question Type: MultipleChoice

Which data does Salesforce automatically exclude from marketing Cloud Einstein engagement model training to mitigate bias and ethic...

Options:
 A- Geographic

B- Geographic

C- Cryptographic

Answer:
B

Explanation:
''Demographic data is the data that Salesforce automatically excludes from Marketing Cloud Einstein engagement model training to
mitigate bias and ethical concerns. Demographic data is data that describes the characteristics of a population or a group of people,
such as age, gender, race, ethnicity, income, education, or occupation. Demographic data can lead to bias if it is used to discriminate or
treat people differently based on their identity or attributes. Demographic data can also reflect existing biases or stereotypes in society or
culture, which can affect the fairness and ethics of AI systems. Salesforce excludes demographic data from Marketing Cloud Einstein
engagement model training to mitigate bias and ethical concerns by ensuring that the models are based on behavioral data rather than
personal data.''

Question 5
Question Type: MultipleChoice
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?

Options:
A- Ethical AI Prediction Maturity Model

B- Ethical AI Process Maturity Model

C- Ethical AI practice Maturity Model

Answer:
B

Explanation:
''The Ethical AI Process Maturity Model is the established Salesforce Ethical Maturity Model that the Cloud technical team should use to
guide the development of trusted AI solutions. The Ethical AI Process Maturity Model is a framework that helps assess and improve the
ethical and responsible practices and processes involved in developing and deploying AI systems. The Ethical AI Process Maturity
Model consists of five levels of maturity: Ad Hoc, Aware, Defined, Managed, and Optimized. The Ethical AI Process Maturity Model can
help guide the development of trusted AI solutions by providing a roadmap and best practices for achieving higher levels of ethical
maturity.''
Question 6
Question Type: MultipleChoice

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

Answer:
A

Explanation:
 ''Natural language processing is the field of AI that is most suitable for this scenario. Natural language processing (NLP) is a branch of AI
that enables computers to understand and generate natural language, such as speech or text. NLP can be used to create conversational
interfaces that can interact with users using natural language, such as chatbots. Chatbots can help automate and streamline customer
service processes by providing answers, suggestions, or actions based on the user's intent and context.''

Question 7
Question Type: MultipleChoice

A financial institution plans a campaign for preapproved credit cards?

How should they implement Salesforce's Trusted AI Principle of Transparency?

Options:
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:
B

Explanation:
''Flagging sensitive variables and their proxies to prevent discriminatory lending practices is how they should implement Salesforce's
Trusted AI Principle of Transparency. Transparency is one of the Trusted AI Principles that states that AI systems should be designed
and developed with respect for clarity and openness in how they work and why they make certain decisions. Transparency also means
that AI users should be able to access relevant information and documentation about the AI systems they interact with. Flagging
sensitive variables and their proxies means identifying and marking variables that can potentially cause discrimination or unfair treatment
based on a person's identity or characteristics, such as age, gender, race, income, or credit score. Flagging sensitive variables and their
proxies can help implement Transparency by allowing users to understand and evaluate the data used or generated by AI systems.''

Question 8
Question Type: MultipleChoice

A consultant conducts a series of Consequence Scanning workshops to support testing diverse datasets.

Which Salesforce Trusted AI Principles is being practiced>

 Options:
A- Transparency

B- Inclusivity

C- Accountability

Answer:
B

Explanation:
''Conducting a series of Consequence Scanning workshops to support testing diverse datasets is an action that practices Salesforce's
Trusted AI Principle of Inclusivity. Inclusivity is one of the Trusted AI Principles that states that AI systems should be designed and
developed with respect for diversity and inclusion of different perspectives, backgrounds, and experiences. Conducting Consequence
Scanning workshops means engaging with various stakeholders to identify and assess the potential impacts and implications of AI
systems on different groups or domains. Conducting Consequence Scanning workshops can help practice Inclusivity by ensuring that
diverse datasets are used to test and evaluate AI systems.''

Question 9
Question Type: MultipleChoice
What is an example of ethical debt?

Options:
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

Answer:
B

Explanation:
''Launching an AI feature after discovering a harmful bias is an example of ethical debt. Ethical debt is a term that describes the potential
harm or risk caused by unethical or irresponsible decisions or actions related to AI systems. Ethical debt can accumulate over time and
have negative consequences for users, customers, partners, or society. For example, launching an AI feature after discovering a harmful
bias can create ethical debt by exposing users to unfair or inaccurate results that may affect their trust, satisfaction, or well-being.''
Question 1
Question Type: MultipleChoice

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

Options:
A- AI model training becomes slower and less efficient

B- AI models may produce biased or erroneous results.

C- AI models become more interpretable

Answer:
B

Explanation:
''A potential outcome of using poor-quality data in AI applications is that AI models may produce biased or erroneous results. Poor-
quality data means that the data is inaccurate, incomplete, inconsistent, irrelevant, or outdated for the AI task. Poor-quality data can
affect the performance and reliability of AI models, as they may not have enough or correct information to learn from or make accurate
predictions. Poor-quality data can also introduce or exacerbate biases or errors in AI models, such as human bias, societal bias,
 confirmation bias, or overfitting or underfitting.''

Question 2
Question Type: MultipleChoice

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

Options:
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

Answer:
B

Explanation:
 ''Data quality is required to create accurate AI data insights. Data quality is the degree to which data is accurate, complete, consistent,
relevant, and timely for the AI task. Data quality can affect the performance and reliability of AI systems, as they depend on the quality of
the data they use to learn from and make predictions. Data quality can also affect the accuracy and validity of AI data insights, as they
reflect the quality of the data used or generated by AI systems.''

Question 3
Question Type: MultipleChoice

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

Options:
A- Societal

B- Automation

C- Association

Answer:
A
 Explanation:
''Societal bias is the type of bias that imposes a system's values on others. Societal bias is a type of bias that reflects the assumptions,
norms, or values of a specific society or culture. Societal bias can affect the fairness and ethics of AI systems, as they may affect how
different groups or domains are perceived, treated, or represented by AI systems. For example, societal bias can occur when AI systems
impose a system's values on others, such as using Western standards of beauty or success to judge or rank people from other cultures.''

Question 4
Question Type: MultipleChoice

Which best describes the different between predictive AI and generative AI?

Options:
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

Answer:
A

Explanation:
''The difference between predictive AI and generative AI is that predictive AI analyzes existing data to make predictions or
recommendations based on patterns or trends, while generative AI creates new content based on existing data or inputs. Predictive AI is
a type of AI that uses machine learning techniques to learn from existing data and make predictions or recommendations based on the
data. For example, predictive AI can be used to forecast sales, revenue, or demand based on historical data and trends. Generative AI is
a type of AI that uses machine learning techniques to generate novel content such as images, text, music, or video based on existing
data or inputs. For example, generative AI can be used to create realistic faces, write summaries, compose songs, or produce videos.''

Question 5
Question Type: MultipleChoice

What are the key components of the data quality standard?

 Options:
A- Naming, formatting, Monitoring

B- Accuracy, Completeness, Consistency

C- Reviewing, Updating, Archiving

Answer:
B

Explanation:
''Accuracy, Completeness, Consistency are the key components of the data quality standard. Data quality standard is a set of criteria or
measures that define and evaluate the quality of data for a specific purpose or task. Data quality standard can vary by industry, domain,
or application, but some common components are accuracy, completeness, and consistency. Accuracy means that the data values are
correct and valid for the data attribute. Completeness means that the data values are not missing any relevant information for the data
attribute. Consistency means that the data values are uniform and follow a common standard or format across different records, fields,
or sources.''

Question 6
Question Type: MultipleChoice
What role does data quality play in the ethical us of AI applications?

Options:
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.

Answer:
A

Explanation:
''High-quality data is essential for ensuring unbiased and fair AI decisions, promoting ethical use, and preventing discrimination. High-
quality data means that the data is accurate, complete, consistent, relevant, and timely for the AI task. High-quality data can help ensure
unbiased and fair AI decisions by providing a balanced and representative sample of the target population or domain. High-quality data
can also help promote ethical use and prevent discrimination by respecting the rights and preferences of users regarding their personal
data.''
Question 7
Question Type: MultipleChoice

What is the role of Salesforce Trust AI principles in the context of CRM system?

Options:
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

Answer:
A

Explanation:
''The role of Salesforce Trust AI principles in the context of CRM systems is guiding ethical and responsible use of AI. Salesforce Trust
AI principles are a set of guidelines and best practices for developing and using AI systems in a responsible and ethical way. The
principles include Accountability, Fairness & Equality, Transparency & Explainability, Privacy & Security, Reliability & Safety, Inclusivity &
Diversity, Empowerment & Education. The principles aim to ensure that AI systems are aligned with the values and interests of
customers, partners, and society.''
Question 8
Question Type: MultipleChoice

What is the most likely impact that high-quality data will have on customer relationships?

Options:
A- Increased brand loyalty

B- Higher customer acquisition costs

C- Improved customer trust and satisfaction

Answer:
C

Explanation:
''The most likely impact that high-quality data will have on customer relationships is improved customer trust and satisfaction. High-
quality data means that the data is accurate, complete, consistent, relevant, and timely for the AI task. High-quality data can improve
customer relationships by enabling AI systems to provide personalized and relevant products, services, or solutions that meet the
customers' expectations, needs, and interests. High-quality data can also improve customer trust and satisfaction by reducing errors,
delays, or waste in customer interactions.''
Question 1
Question Type: MultipleChoice

Cloud Kicks uses Einstein to generate predictions out is not seeing accurate results?

What to a potential mason for this?

Options:
A- Poor data quality

B- The wrong product

C- Too much data

Answer:
A

Explanation:
''Poor data quality is a potential reason for not seeing accurate results from an AI model. Poor data quality means that the data is
inaccurate, incomplete, inconsistent, irrelevant, or outdated for the AI task. Poor data quality can affect the performance and reliability of
AI models, as they may not have enough or correct information to learn from or make accurate predictions.''
Question 2
Question Type: MultipleChoice

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?

Options:
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

Explanation:
 ''Lead scoring, opportunity forecasting, and case classification are AI applications that can help a business analyst improve their sales
processes and customer support. Lead scoring can help prioritize leads based on their likelihood to convert, opportunity forecasting can
help predict future sales or revenue based on historical data and trends, and case classification can help categorize and route cases
based on their attributes.''

Question 3
Question Type: MultipleChoice

What Is a benefit of data quality and transparency as it pertains to bias in generated AI?

Options:
A- Chances of bIas and mitigated

B- Chances of bias are aggravated

C- Chances of bias are remove

Answer:
A
 Explanation:
''Data quality and transparency can help mitigate the chances of bias in generative AI. Data quality means that the data is accurate,
complete, consistent, relevant, and timely for the AI task. Data quality can help mitigate bias by ensuring that the generative AI model
learns from a balanced and representative sample of the target population or domain. Data transparency means that the data sources,
methods, and processes are clear and open to inspection and verification. Data transparency can help mitigate bias by allowing users to
understand and evaluate the data used or generated by the generative AI model.''

Question 4
Question Type: MultipleChoice

Which statement exemplifies Salesforces honesty guideline when training AI models?

Options:
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.

Answer:
B

Explanation:
''Ensuring appropriate consent and transparency when using AI-generated responses is a statement that exemplifies Salesforce's
honesty guideline when training AI models. Salesforce's honesty guideline is one of the Trusted AI Principles that states that AI systems
should be designed and developed with respect for honesty and integrity in how they work and what they produce. Ensuring appropriate
consent and transparency means respecting and honoring the choices and preferences of users regarding how their data is used or
generated by AI systems. Ensuring appropriate consent and transparency also means providing clear and accurate information and
documentation about the AI systems and their outputs.''

Question 5
Question Type: MultipleChoice

Cloud Kicks wants to use AI to enhance its sales processes and customer support.

Which capacity should they use?

 Options:
A- Dashboard of Current Leads and Cases

B- Sales path and Automaton Case Escalations

C- Einstein Lead Scoring and Case Classification

Answer:
C

Explanation:
''Einstein Lead Scoring and Case Classification are the capabilities that Cloud Kicks should use to enhance its sales processes and
customer support. Einstein Lead Scoring and Case Classification are features that use AI to optimize sales and service processes by
providing insights and recommendations based on data. Einstein Lead Scoring can help prioritize leads based on their likelihood to
convert, while Einstein Case Classification can help categorize and route cases based on their attributes.''

Question 6
Question Type: MultipleChoice
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

Answer:
B

Explanation:
''Data's role in training and fine-tuning Salesforce AI models is a key consideration regarding data quality in AI implementation. Data
quality is the degree to which data is accurate, complete, consistent, relevant, and timely for the AI task. Data quality can affect the
performance and reliability of AI systems, as they depend on the quality of the data they use to learn from and make predictions. Data's
role in training and fine-tuning Salesforce AI models means understanding how data is used to build, train, test, and improve AI models
in Salesforce, such as Einstein Prediction Builder or Einstein Discovery.''
Question 1
Question Type: MultipleChoice

What should be done to prevent bias from entering an AI system when training it?

Options:
A- Use alternative assumptions.

B- Import diverse training data.

C- Include Proxy variables.

Answer:
B

Explanation:
''Using diverse training data is what should be done to prevent bias from entering an AI system when training it. Diverse training data
means that the data covers a wide range of features and patterns that are relevant for the AI task. Diverse training data can help prevent
bias by ensuring that the AI system learns from a balanced and representative sample of the target population or domain. Diverse
training data can also help improve the accuracy and generalization of the AI system by capturing more variations and scenarios in the
 data.''

Question 2
Question Type: MultipleChoice

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?

Options:
A- Build a Data Management Strategy.

B- Build reports to expire the data quality.

C- Leverage data quality apps from AppExchange

Answer:
C
 Explanation:
''Leveraging data quality apps from AppExchange is how data quality can be assessed. Data quality is the degree to which data is
accurate, complete, consistent, relevant, and timely for the AI task. Data quality can affect the performance and reliability of AI systems,
as they depend on the quality of the data they use to learn from and make predictions. Leveraging data quality apps from AppExchange
means using third-party applications or solutions that can help measure, monitor, or improve data quality in Salesforce.''

Question 3
Question Type: MultipleChoice

In the context of Salesforce's Trusted AI Principles what does the principle of Empowerment primarily aim to achieve?

Options:
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.

 Answer:
A

Explanation:
''The principle of Empowerment primarily aims to achieve empowering users of all skill levels to build AI applications with clicks, not
code. Empowerment is one of the Trusted AI Principles that states that AI systems should be designed and developed with respect for
the empowerment and education of humans. Empowering users means enabling users to access, use, and benefit from AI systems
regardless of their technical expertise or background. For example, empowering users means providing tools and platforms that allow
users to build AI applications with clicks, not code, such as Einstein Prediction Builder or Einstein Discovery.''

Question 4
Question Type: MultipleChoice

What is a potential source of bias in training data for AI models?

Options:
 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.

Answer:
B

Explanation:
''A potential source of bias in training data for AI models is that the data is skewed toward a particular demographic or source. Skewed
data means that the data is not balanced or representative of the target population or domain. Skewed data can introduce or exacerbate
bias in AI models, as they may overfit or underfit the model to a specific subset of data. For example, skewed data can lead to bias if the
data is collected from a limited or biased demographic or source, such as a certain age group, gender, race, location, or platform.''

Question 5
Question Type: MultipleChoice

Which action should be taken to develop and implement trusted generated AI with Salesforce's safety guideline in mind?
 Options:
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.

Answer:
B

Explanation:
''Creating guardrails that mitigate toxicity and protect PII is an action that should be taken to develop and implement trusted generative
AI with Salesforce's safety guideline in mind. Salesforce's safety guideline is one of the Trusted AI Principles that states that AI systems
should be designed and developed with respect for the safety and well-being of humans and the environment. Creating guardrails
means implementing measures or mechanisms that can prevent or limit the potential harm or risk caused by AI systems. For example,
creating guardrails can help mitigate toxicity by filtering out inappropriate or offensive content generated by AI systems. Creating
guardrails can also help protect PII by masking or anonymizing personal or sensitive information generated by AI systems.''

Question 6
Question Type: MultipleChoice
Why is it critical to consider privacy concerns when dealing with AI and CRM data?

Options:
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

Explanation:
''It is critical to consider privacy concerns when dealing with AI and CRM data because it ensures compliance with laws and regulations.
Data privacy is the right of individuals to control how their personal data is collected, used, shared, or stored by others. Data privacy laws
and regulations are legal frameworks that define and enforce the rights and obligations of data subjects, data controllers, and data
processors regarding personal data. Data privacy laws and regulations vary by country, region, or industry, and may impose different
requirements or restrictions on how AI and CRM data can be handled.''
Question 7
Question Type: MultipleChoice

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?

Options:
A- Case Classification

B- Bots

C- Recommendation

Answer:
B

Explanation:
''Bots provide the best solution for a service leader who wants to use AI to help customers resolve their issues quicker in a guided self-
serve application. Bots are a feature that uses natural language processing (NLP) and natural language understanding (NLU) to create
conversational interfaces that can interact with customers using text or voice. Bots can help automate and streamline customer service
 processes by providing answers, suggestions, or actions based on the customer's intent and context.''

Question 8
Question Type: MultipleChoice

What is machine learning?

Options:
A- AI that can grow its intelligence

B- AI that creates new content

C- A data model used in Salesforce

Answer:
C

Explanation:
 ''A data model is a machine learning feature used in Salesforce. A data model is a representation or abstraction of a real-world
phenomenon or process using data structures and algorithms. A data model can be used to describe, analyze, or predict various
aspects of the phenomenon or process using machine learning techniques.''

Question 9
Question Type: MultipleChoice

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?

Options:
A- Number of variables ipn the dataset

B- Size of the dataset

C- Age of the dataset

Answer:
B

Explanation:
''The size of the dataset is a crucial factor that the developer should consider during selection. The size of the dataset refers to the
amount or volume of data available for training an AI model. The size of the dataset can affect the feasibility and quality of the AI model,
as well as the choice of AI techniques and tools. The size of the dataset should be large enough to provide sufficient information for the
AI model to learn from and generalize well to new data.''
Question 1
Question Type: MultipleChoice

Which type of AI can enhance customer service agents' email responses by analyzing the written content of previous emails?

Options:
A- Natural language processing

B- Machine learning

C- Deep learning

Answer:
A

Explanation:
Natural language processing (NLP) is the type of AI that can enhance customer service agents' email responses by analyzing the written
content of previous emails. NLP technologies interpret and generate human language, allowing AI systems to understand, respond to,
and even anticipate customer needs based on email interactions. This capability helps in crafting more relevant, accurate, and
personalized email responses, improving customer service quality. Salesforce utilizes NLP in its Einstein AI platform to augment various
 customer service functions. More about Salesforce Einstein's NLP capabilities can be found on the Salesforce Einstein page at
Salesforce Einstein NLP.

Question 2
Question Type: MultipleChoice

What is one technique to mitigate bias and ensure fairness in AI applications?

Options:
A- Ongoing auditing and monitoring of data that is used in AI applications

B- Excluding data features from the Al application to benefit a population

C- Using data that contains more examples of minority groups than majority groups

Answer:
A
 Explanation:
A technique to mitigate bias and ensure fairness in AI applications is ongoing auditing and monitoring of the data used in AI applications.
Regular audits help identify and address any biases that may exist in the data, ensuring that AI models function fairly and without
prejudice. Monitoring involves continuously checking the performance of AI systems to safeguard against discriminatory outcomes.
Salesforce emphasizes the importance of ethical AI practices, including transparency and fairness, which can be further explored
through Salesforce's AI ethics guidelines at Salesforce AI Ethics.

Question 3
Question Type: MultipleChoice

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.

Answer:
B

Explanation:
To enhance the quality of lead data in their CRM system, the most effective process is to review and update missing lead information.
This process involves identifying incomplete records and filling in missing details, which can significantly improve the accuracy and
usefulness of lead data. Accurate and complete lead information is crucial for effective lead scoring, prioritization, and follow-up,
enhancing overall sales performance. Salesforce CRM offers data quality tools and features that assist in regularly reviewing and
maintaining the accuracy of lead data. Information on managing lead data quality in Salesforce can be found at Salesforce Lead
Management.

Question 4
Question Type: MultipleChoice

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

Answer:
C

Explanation:
Duplicate records negatively impact data quality by creating inconsistencies and confusion in database management, leading to potential
errors in customer relationship management (CRM) systems like Salesforce. Duplicates can skew analytics results, lead to inefficiencies
in customer service, and result in redundant marketing efforts. Salesforce offers various tools to identify and merge duplicate records,
thereby maintaining high data integrity. More about managing duplicate records in Salesforce and ensuring data quality can be found in
Salesforce's documentation on duplicate management at Salesforce Duplicate Management.

Question 5
Question Type: MultipleChoice

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

Answer:
C

Explanation:
By checking for null values, a business analyst (BA) is verifying the data quality component of completeness. Completeness refers to the
absence of missing values or gaps in the data, which is essential for the accuracy and reliability of reports and analytics used in AI
models. Null values can indicate incomplete data, which may adversely affect the performance of AI applications by leading to incorrect
predictions or insights. Salesforce emphasizes the importance of data completeness for effective data analysis and provides tools for
data quality assessment and improvement. Details on handling data completeness in Salesforce can be explored at Salesforce Help
 Data Management.

Question 6
Question Type: MultipleChoice

A developer has a large amount of data, but it is scattered across different systems and is not standardized.

Which key data quality element should they focus on to ensure the effectiveness of the AI models?

Options:
A- Performance

B- Consistency

C- Volume

Answer:
B
 Explanation:
When data is scattered and not standardized, the key data quality element a developer should focus on is consistency. Consistency
refers to the uniformity and standardization of data across different systems, which is crucial for integrating and analyzing data
effectively, especially when developing AI models. Inconsistent data can lead to errors in analysis, poor AI model performance, and
misleading insights. Salesforce provides tools and practices for ensuring data consistency, such as data integration and management
solutions that help standardize and synchronize data across platforms. For more information on Salesforce data management, refer to
the Salesforce data management tools at Salesforce Data Management.

Question 7
Question Type: MultipleChoice

What are the potential consequences of an organization suffering from poor data quality?

Options:
A- Low employee morale, stock devaluation, and inability to attract top talent

B- Revenue loss, poor customer service, and reputational damage

 C- Technical debt, monolithic system architecture, and slow ETL throughput

Answer:
B

Explanation:
The potential consequences of an organization suffering from poor data quality include revenue loss, poor customer service, and
reputational damage. Poor data quality can lead to inaccurate analytics and decision-making, impacting customer interactions, marketing
strategies, and financial forecasting. These issues ultimately affect customer satisfaction and could lead to financial losses and a
damaged brand reputation. Salesforce highlights the importance of maintaining high data quality for effective CRM and AI applications,
offering various tools and best practices to enhance data integrity. For guidance on managing and improving data quality in Salesforce,
see the Salesforce documentation on data quality at Salesforce Data Quality.

Question 8
Question Type: MultipleChoice

What is the significance of explainability of trusted AI systems?

 Options:
A- Increases the complexity of AI models

B- Enhances the security and accuracy of AI models

C- Describes how Al models make decisions

Answer:
C

Explanation:
The significance of the explainability of trusted AI systems is that it describes how AI models make decisions. Explainability is crucial for
building trust and accountability in AI systems, ensuring that users and stakeholders understand the decision-making processes and
outcomes generated by AI. This is particularly important in scenarios where AI decisions impact personal or financial status, such as in
credit scoring or healthcare diagnostics. Salesforce emphasizes the importance of explainable AI through its ethical AI practices, aiming
to make AI systems more transparent and understandable. More details about Salesforce's approach to ethical and explainable AI can
be found in Salesforce AI ethics resources at Salesforce AI Ethics.

Question 9
Question Type: MultipleChoice
Cloud Kicks' latest email campaign is struggling to attract new customers.

How can AI increase the company's customer email engagement?

Options:
A- Create personalized emails

B- Resend emails to inactive recipients

C- Remove invalid email addresses

Answer:
A

Explanation:
AI can significantly increase customer email engagement by creating personalized emails. Salesforce Einstein AI enhances email
marketing campaigns by analyzing customer data and past interactions to tailor the content, timing, and recommendations within emails.
This personalization leads to higher engagement rates as emails resonate more closely with individual preferences and behaviors.
Salesforce Marketing Cloud provides tools to leverage AI for crafting personalized email campaigns, ensuring that emails are relevant
and appealing to recipients. For more insights into how AI can be used to enhance email marketing, see the Salesforce Marketing Cloud
page at Salesforce Marketing Cloud Email Studio.
Question 10
Question Type: MultipleChoice

Cloud Kicks plans to use automated chat as its primary support channel.

Which Einstein feature should they use?

Options:
A- Discovery

B- Bots

C- Next Best Action

Answer:
B

Explanation:
 For Cloud Kicks, using automated chat as the primary support channel, the recommended Einstein feature is Bots. Einstein Bots are
designed to automate customer interactions on common issues through chat and messaging platforms. They can handle routine
requests, provide quick answers to frequently asked questions, and escalate more complex issues to human agents. Using Einstein Bots
helps improve customer service efficiency and speed, leading to enhanced customer satisfaction. To learn more about setting up and
optimizing Einstein Bots for a business, you can visit the Salesforce documentation on Einstein Bots at Salesforce Einstein Bots.

Question 11
Question Type: MultipleChoice

What does the term "data completeness" refer to in the context of data quality?

Options:
A- The degree to which all required data points are present in the dataset

B- The process of aggregating multiple datasets from various databases

C- The ability to access data from multiple sources in real time

Answer:
 A

Explanation:
Data completeness is a measure of data quality that assesses whether all required data points are present in a dataset. It checks for
missing values or gaps in data necessary for accurate analysis and decision-making. In the context of Salesforce, ensuring data
completeness is crucial for the effectiveness of CRM operations, reporting, and AI-driven applications like Salesforce Einstein, which rely
on complete data to function optimally. Salesforce provides various tools and features, such as data validation rules and batch data
import processes, that help maintain data completeness across its platform. Detailed guidance on managing data quality in Salesforce
can be found in the Salesforce Help documentation on data management at Salesforce Help Data Management.

Question 12
Question Type: MultipleChoice

What are predictive analytics, machine learning, natural language processing (NLP), and computer vision?

Options:
A- Different types of data models used in Salesforce
B- Different types of automation tools used in Salesforce

C- Different types of AI that can be applied in Salesforce

Answer:
C

Explanation:
Predictive analytics, machine learning, natural language processing (NLP), and computer vision are all types of artificial intelligence
technologies that can be applied in Salesforce to enhance various aspects of business operations and customer interactions. Predictive
analytics uses historical data to make predictions about future events. Machine learning involves algorithms that can learn from and
make decisions based on data. NLP is concerned with the interactions between computers and humans using natural language, and
computer vision interprets and processes visual information from the world to make sense of it in the way humans do. Salesforce
harnesses these AI technologies, particularly through its Einstein platform, to provide powerful tools that help businesses automate
tasks, make better decisions, and offer more personalized services. For more on how Salesforce utilizes these AI technologies, you can
explore the Einstein AI services documentation at Salesforce Einstein.
Question 1
Question Type: MultipleChoice

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?

Options:
A- Duplication

B- Usage

C- Consent

Answer:
A

Explanation:
''Duplication is the data quality dimension that should be assessed to reduce communication inefficiencies. Duplication means that the
data contains multiple copies or instances of the same record or value. Duplication can cause confusion, errors, or waste in data
analysis and processing. For example, duplication can lead to communication inefficiencies if customers receive multiple calls or emails
 from different sources for the same purpose.''

Question 2
Question Type: MultipleChoice

How does data quality impact the trustworthiness of Al-driven decisions?

Options:
A- The use of both low-quality and high-quality data can improve the accuracy and reliability of AI-driven 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.

Answer:
B

Explanation:
 ''High-quality data improves the reliability and credibility of AI-driven decisions, fostering trust among users. High-quality data means that
the data is accurate, complete, consistent, relevant, and timely for the AI task. High-quality data can improve the performance and
reliability of AI systems, as they have enough and correct information to learn from and make accurate predictions. High-quality data can
also improve the trustworthiness of AI-driven decisions, as users can have more confidence and satisfaction in using AI systems.''

Question 3
Question Type: MultipleChoice

What is an implication of user consent in regard to AI data privacy?

Options:
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.

Answer:
B
 Explanation:
''AI infringes on privacy when user consent is not obtained. User consent is the permission or agreement given by a user to allow their
personal data to be collected, used, shared, or stored by others. User consent is an important aspect of data privacy, which is the right of
individuals to control how their personal data is handled by others. AI infringes on privacy when user consent is not obtained because it
violates the user's rights and preferences regarding their personal data.''

Question 4
Question Type: MultipleChoice

To avoid introducing unintended bias to an AI model, which type of data should be omitted?

Options:
A- Transactional

B- Engagement

C- Demographic
 Answer:
C

Explanation:
''Demographic data should be omitted to avoid introducing unintended bias to an AI model. Demographic data is data that describes the
characteristics of a population or a group of people, such as age, gender, race, ethnicity, income, education, or occupation.
Demographic data can lead to bias if it is used to discriminate or treat people differently based on their identity or attributes.
Demographic data can also reflect existing biases or stereotypes in society or culture, which can affect the fairness and ethics of AI
systems.''

Question 5
Question Type: MultipleChoice

What is a possible outcome of poor data quality?

Options:
 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.

Answer:
B

Explanation:
''A possible outcome of poor data quality is that biases in data can be inadvertently learned and amplified by AI systems. Poor data
quality means that the data is inaccurate, incomplete, inconsistent, irrelevant, or outdated for the AI task. Poor data quality can affect the
performance and reliability of AI systems, as they may not have enough or correct information to learn from or make accurate
predictions. Poor data quality can also introduce or exacerbate biases in data, such as human bias, societal bias, or confirmation bias,
which can affect the fairness and ethics of AI systems.''

Question 6
Question Type: MultipleChoice

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?

Options:
A- Multi-Select Picklist

B- Text

C- Rich Text Area

Answer:
B

Explanation:
''A text field type should be used to capture the customer's preferred name. A text field type allows the user to enter any combination of
letters, numbers, or symbols. A text field type can be used to store names, addresses, phone numbers, or other personal information.''
Question 1
Question Type: MultipleChoice

Cloud Kicks wants to ensure that multiple records for the same customer are removed in Salesforce.

Which feature should be used to accomplish this?

Options:
A- Duplicate management

B- Trigger deletion of old records

C- Standardized field names

Answer:
A

Explanation:
''Duplicate management should be used to remove multiple records for the same customer in Salesforce. Duplicate management is a
feature that helps prevent and manage duplicate records in Salesforce. Duplicate management can help define matching rules, duplicate
rules, and alert messages to detect and merge duplicate records.''
Question 2
Question Type: MultipleChoice

What is a key characteristic of machine learning in the context of AI capabilities?

Options:
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

Answer:
A

Explanation:
 ''Machine learning is a key characteristic of AI capabilities that uses algorithms to learn from data and make decisions. Machine learning
is a branch of AI that enables computers to learn from data without being explicitly programmed. Machine learning algorithms can
analyze data, identify patterns, and make predictions or recommendations based on the data.''

Question 3
Question Type: MultipleChoice

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

Options:
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

Answer:
A
 Explanation:
''A key benefit of effective interaction between humans and AI systems is that it leads to more informed and balanced decision making.
Effective interaction means that humans and AI systems can communicate and collaborate with each other in a clear, natural, and
respectful way. Effective interaction can help leverage the strengths and complement the weaknesses of both humans and AI systems.
Effective interaction can also help increase trust, confidence, and satisfaction in using AI systems.''

Question 4
Question Type: MultipleChoice

What is the key difference between generative and predictive AI?

Options:
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.
 Answer:
A

Explanation:
''The key difference between generative and predictive AI is that generative AI creates new content based on existing data and
predictive AI analyzes existing data. Generative AI is a type of AI that can generate novel content such as images, text, music, or video
based on existing data or inputs. Predictive AI is a type of AI that can analyze existing data or inputs and make predictions or
recommendations based on patterns or trends.''

Question 5
Question Type: MultipleChoice

What is the best method to safeguard customer data privacy?

Options:
A- Automatically anonymize all customer data.
 B- Track customer data consent preferences.

C- Archive customer data on a recurring schedule.

Answer:
B

Explanation:
''Tracking customer data consent preferences is the best method to safeguard customer data privacy. Data privacy is the right of
individuals to control how their personal data is collected, used, shared, or stored by others. Tracking customer data consent
preferences means respecting and honoring the choices and preferences of customers regarding their personal data. Tracking customer
data consent preferences can help ensure compliance with data privacy laws and regulations, as well as build trust and loyalty with
customers.''

Question 6
Question Type: MultipleChoice

How does the "right of least privilege" reduce the risk of handling sensitive personal data?
 Options:
A- By limiting how many people have access to data

B- By reducing how many attributes are collected

C- By applying data retention policies

Answer:
A

Explanation:
''The ''right of least privilege'' reduces the risk of handling sensitive personal data by limiting how many people have access to data. The
''right of least privilege'' is a security principle that states that each user or system should have the minimum level of access or privilege
necessary to perform their tasks or functions. The ''right of least privilege'' can help protect sensitive personal data from unauthorized
access, misuse, or leakage.''

Question 7
Question Type: MultipleChoice
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?

Options:
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

Answer:
B

Explanation:
''An explanation of the prediction's rationale and a model card that describes how the model was created should be accessible on the
Salesforce Platform following Salesforce's Trusted AI Principle of Transparency. Transparency means that AI systems should be
designed and developed with respect for clarity and openness in how they work and why they make certain decisions. Transparency
also means that AI users should be able to access relevant information and documentation about the AI systems they interact with.''
Question 8
Question Type: MultipleChoice

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

Which field type should they use to ensure data quality?

Options:
A- Text

B- Picklist

C- Number

Answer:
B

Explanation:
''A picklist field type should be used to ensure data quality for capturing an order's destination country. A picklist field type allows the user
to select one or more predefined values from a list. A picklist field type can ensure data quality by enforcing consistency, accuracy, and
completeness of the data values.''
Question 9
Question Type: MultipleChoice

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

Which functionality provides the best solution?

Options:
A- Journey Optimization

B- Bring Your Own Model

C- Einstein Engagement

Answer:
C

Explanation:
 ''Einstein Engagement provides the best solution for a marketing manager who wants to use AI to better engage their customers.
Einstein Engagement is a feature that uses AI to optimize email marketing campaigns by providing insights and recommendations on the
best time, frequency, content, and subject lines to send emails to each customer. Einstein Engagement can help increase customer
engagement, retention, and loyalty by delivering personalized and relevant messages.''

Question 10
Question Type: MultipleChoice

What is a sensitive variable that car esc to bias?

Options:
A- Education level

B- Country

C- Gender

Answer:
C
 Explanation:
''Gender is a sensitive variable that can lead to bias. A sensitive variable is a variable that can potentially cause discrimination or unfair
treatment based on a person's identity or characteristics. For example, gender is a sensitive variable because it can affect how people
are perceived, treated, or represented by AI systems.''

Question 11
Question Type: MultipleChoice

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

Options:
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

Answer:
B

Explanation:
''The main focus of the Accountability principle in Salesforce's Trusted AI Principles is taking responsibility for one's actions toward
customers, partners, and society. Accountability means that AI systems should be designed and developed with respect for the impact
and consequences of their actions on others. Accountability also means that AI developers and users should be aware of and adhere to
the ethical, legal, and regulatory standards and expectations of their industry and domain.''
 SALESFORCE AI ASSOCIATE SU23

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. Consen

Correct Answer: A

Explanation "Duplication is the data quality dimension that should be assessed to reduce
communication inefficiencies. Duplication means that the data contains multiple copies or instances
of the same record or value. Duplication can cause confusion, errors, or waste in data analysis and
processing. For example, duplication can lead to communication inefficiencies if customers receive
multiple calls or emails from different sources for the same purpose."

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.

Correct Answer: B

Explanation "Flagging sensitive variables and their proxies to prevent discriminatory lending practices
is how they should implement Salesforce's Trusted AI Principle of Transparency. Transparency is one
of the Trusted AI Principles that states that AI systems should be designed and developed with
respect for clarity and openness in how they work and why they make certain decisions.
Transparency also means that AI users should be able to access relevant information and
documentation about the AI systems they interact with. Flagging sensitive variables and their proxies
means identifying and marking variables that can potentially cause discrimination or unfair
treatment based on a person's identity or characteristics, such as age, gender, race, income, or credit
score. Flagging sensitive variables and their proxies can help implement Transparency by allowing
users to understand and evaluate the data used or generated by AI systems."

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 AI-
driven 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
Correct Answer: B

Explanation "High-quality data improves the reliability and credibility of AI-driven decisions, fostering
trust among users. High-quality data means that the data is accurate, complete, consistent, relevant,
and timely for the AI task. High-quality data can improve the performance and reliability of AI
systems, as they have enough and correct information to learn from and make accurate predictions.
Highquality data can also improve the trustworthiness of AI-driven decisions, as users can have
more confidence and satisfaction in using AI systems.

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.

Correct Answer: C

Explanation "Testing with diverse and representative datasets appropriate for how the model will be
used aligns with Salesforce's Trusted AI Principle of Inclusivity. Inclusivity means that AI systems
should be designed and developed with respect for diversity and inclusion of different perspectives,
backgrounds, and experiences. Testing with diverse and representative datasets can help ensure that
the models are fair, unbiased, and representative of the target population or domain."

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

Correct Answer: A

Explanation "The "right of least privilege" reduces the risk of handling sensitive personal data by
limiting how many people have access to data. The "right of least privilege" is a security principle
that states that each user or system should have the minimum level of access or privilege necessary
to perform their tasks or functions. The "right of least privilege" can help protect sensitive personal
data from unauthorized access, misuse, or leakage."

To avoid introducing unintended bias to an AI model, which type of data should be omitted?

A. Transactional

B. Engagement

C. Demographic
Correct Answer: C

Explanation "Demographic data should be omitted to avoid introducing unintended bias to an AI

model. Demographic data is data that describes the characteristics of a population or a group of
people, such as age, gender, race, ethnicity, income, education, or occupation. Demographic data can
lead to bias if it is used to discriminate or treat people differently based on their identity or
attributes. Demographic data can also reflect existing biases or stereotypes in society or culture,
which can affect the fairness and ethics of AI systems."

What are the key components of the data quality standard?

A. Reviewing, Updating, Archiving

B. Naming, formatting, Monitoring

C. Accuracy, Completeness, Consistency

Correct Answer: C

Explanation "Accuracy, Completeness, Consistency are the key components of the data quality
standard. Data quality standard is a set of criteria or measures that define and evaluate the quality of
data for a specific purpose or task. Data quality standard can vary by industry, domain, or application,
but some common components are accuracy, completeness, and consistency. Accuracy means that
the data values are correct and valid for the data attribute. Completeness means that the data values
are not missing any relevant information for the data attribute. Consistency means that the data
values are uniform and follow a common standard or format across different records, fields, or
sources."

What is machine learning?

A. AI that can grow its intelligence

B. AI that creates new content

C. A data model used in Salesforce

Correct Answer: C

Explanation "A data model is a machine learning feature used in Salesforce. A data model is a
representation or abstraction of a real-world phenomenon or process using data structures and
algorithms. A data model can be used to describe, analyze, or predict various aspects of the
phenomenon or process using machine learning techniques."

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
Correct Answer: A

Explanation "Financial status is an example of an immutable trait. Immutable traits are characteristics
that are inherent, fixed, or unchangeable. For example, financial status is an immutable trait because
it is determined by factors beyond one's control, such as birth, inheritance, or economic conditions.
Nickname and email address are not immutable traits because they can be changed by choice or
preference."

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

Correct Answer: B

Explanation "A text field type should be used to capture the customer's preferred name. A text field
type allows the user to enter any combination of letters, numbers, or symbols. A text field type can
be used to store names, addresses, phone numbers, or other personal information."

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.

Correct Answer: B

Explanation "Tracking customer data consent preferences is the best method to safeguard customer
data privacy. Data privacy is the right of individuals to control how their personal data is collected,
used, shared, or stored by others. Tracking customer data consent preferences means respecting and
honoring the choices and preferences of customers regarding their personal data. Tracking customer
data consent preferences can help ensure compliance with data privacy laws and regulations, as well
as build trust and loyalty with customers."

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

Correct Answer: C
Explanation "The most likely impact that high-quality data will have on customer relationships is
improved customer trust and satisfaction. High-quality data means that the data is accurate,
complete, consistent, relevant, and timely for the AI task. High-quality data can improve customer
relationships by enabling AI systems to provide personalized and relevant products, services, or
solutions that meet the customers' expectations, needs, and interests. High-quality data can also
improve customer trust and satisfaction by reducing errors, delays, or waste in customer
interactions."

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

Correct Answer: B

Explanation "A potential outcome of using poor-quality data in AI applications is that AI models may
produce biased or erroneous results. Poor-quality data means that the data is inaccurate,
incomplete,inconsistent, irrelevant, or outdated for the AI task. Poor-quality data can affect the
performance and reliability of AI models, as they may not have enough or correct information to
learn from or make accurate predictions. Poor-quality data can also introduce or exacerbate biases or
errors in AI models, such as human bias, societal bias, confirmation bias, or overfitting or
underfitting."

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

Correct Answer: B

Explanation "Conducting a series of Consequence Scanning workshops to support testing diverse

datasets is an action that practices Salesforce's Trusted AI Principle of Inclusivity. Inclusivity is one of
the Trusted AI Principles that states that AI systems should be designed and developed with respect
for diversity and inclusion of different perspectives, backgrounds, and experiences. Conducting
Consequence Scanning workshops means engaging with various stakeholders to identify and assess
the potential impacts and implications of AI systems on different groups or domains. Conducting
Consequence Scanning workshops can help practice Inclusivity by ensuring that diverse datasets are
used to test and evaluate AI systems."

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

Correct Answer: C

Explanation "Natural language processing (NLP) is used in the context of AI capabilities to understand
and generate human language. NLP can enable AI systems to interact with humans using natural
language, such as speech or text. NLP can also enable AI systems to analyze and extract information
from natural language data, such as documents, emails, or social media posts."

Which of the following is a common concern about Generative AI?

A. Deep learning

B. Natural language processing

C. Hallucinations

Explanation : Predictions from generative AI that diverge from an expected response, grounded in
facts, are known as hallucinations. They happen for a few reasons, like if the training data was
incomplete or biased, or if the model was not designed well

Which type of AI combines algorithms and deep learning neural network techniques to generate
content that is based on the patterns it observes in other content?

A. Predictive AI

B. Generative AI

C. Narrow AI

Explanation: Generative AI combines algorithms and deep learning neural network techniques to
generate content that is based on the patterns it observes in other content

How can Customers benefit from CRM with generative AI?

A. Get a consistent experience across all channels of engagement

B. Get suggestions about product not to purchase

C. Get advice on reducing license cost

Explanation:

A CRM with generative AI gives customers a consistent experience across all channels of
engagement, from marketing to sales to customer service and more

Which of the following is one of the Salesforce’s Trusted AI Principles?

A. Accuracy
B. Accountable

C. Sustainable

Explanation:

Salesforce’s Trusted AI Principles

Responsible – Safeguard human rights and protect the data we are entrusted with. Accountable –
Seek and leverage feedback for continuous improvement.

Transparent – Develop a transparent user experience to guide users through machine driven
recommendations. Be transparent about how AI is built.

Empowering – Promote economic growth and employment for our customers, their employees and
society as a whole. Empower customers to use AI responsibly.

Inclusive – Respect the societal values of all those impacted, not just those of the creators.

Which of the following in one of the five guidelines Salesforce is using to guide the development of
trusted generative AI?

A. Accuracy

B. Accountable

C. Transparent

Explanation:

Five guidelines Salesforce is using to guide the development of trusted generative AI

Accuracy – Deliver verifiable results that balance accuracy, precision, and recall in the models by
enabling customers to train models on their own data. Communicate when there is uncertainty
about the veracity of the AI’s response and enable users to validate these responses.

Safety – Make every efort to mitigate bias, toxicity, and harmful output by conducting bias,
explainability, and robustness assessments, and red teaming.

Honesty – When collecting data to train and evaluate our models, we need to respect data
provenance and ensure that we have consent to use data. Be transparent that an AI has created
content when it is autonomously delivered.

Empowerment – Identify the appropriate balance to “supercharge” human capabilities and make
these solutions accessible to all.

Sustainability – Develop right-sized models where possible to reduce our carbon footprint.

Which of the following is a milestone in Ethical AI Practice Maturity Model?

A. Accurate & Accountable

B. Managed & Sustainable

C. Responsible & Inclusive

Which of the following is one of the perceived risks of real-time personalization in marketing?

A. Automated spam emails

B. Encouraging unhealthy habits

C. Data being collected, shared, or used in unanticipated ways

Explanation:

Biggest perceived risks of real-time personalization in marketing: Security events, like data breaches
Data being collected, shared, or used in unanticipated ways. Personalizing interactions that feel
invasive or unwanted to consumers. Inadvertent bias introduced by relying on demographic
attributes for interactions instead of behavioral and engagement data

Which of the following is a factor that can determine the quality of data used for training AI models?

A. Data Compatibility

B. Duplicate Records

C. Data Volume

Explanation: Factors that determine data quality

Missing Records Duplicate Records No Data Standards Incomplete Records Stale Data

Which of the following is a Data Quality Dimension?

A. Naming Convention

B. Completeness

C. Formatting

Explanation:

Data Quality Dimensions Age – What was the last time each record was updated? Completeness –
Are all key business fields on records filled in? Accuracy – Has it been matched against a trusted
source? Consistency – Is the same formatting, spelling, and language used across records?
Duplication – Are records and data duplicated in your org? Usage – Is your data being harnessed in
reports, dashboards, and apps?

What is AI Hallucination?

A. A confident response by an AI that does not seem to be justified by its triaining data

B. AI systems begin to perceive and interact with fictional and fantastical entities in their virtual
worlds

C. AI systems start exhibiting behaviors reminiscent of characters from classic literature

Explanation:

Hallucinations: Predictions from generative AI that diverge from an expected response, grounded in
facts, are known as hallucinations. They happen for a few reasons, like if the training data was
incomplete or biased, or if the model was not designed well

What is the primary goal of generative AI?

A. Classifying images

B. Generating new data that is similar to existing data

C. Solving mathematical equations

How can generative AI be applied in CRM systems?

A. By automating the entire customer service department

B. By generating random customer complaints for practice

C. By generating personalized responses and content for customer interactions

What is the primary benefit of using generative AI in CRM for customer support?

A. Generating more marketing emails

B. Reducing the need for human customer support agents

C. Increasing customer wait times

How does generative AI contribute to personalization in CRM?

A. By sending generic responses to customer inquiries

B. By generating random customer names in emails

C. By creating tailored product recommendations and content for each customer

What ethical considerations should be taken into account when using generative AI in CRM?

A. None, as AI is inherently ethical

B. Data privacy, bias, and transparency

C. Making all customer interactions completely automated

What is the main goal of integrating generative AI into CRM systems for sales and marketing?

A. To confuse customers with incomprehensible responses

B. To improve customer engagement and increase sales

C. To replace the sales team with AI-generated sales pitches

What is the potential consequence of using low-quality or biased training data in generative AI for
CRM?

A. Improved customer satisfaction

B. Unfair or biased customer interactions

C. Reduced AI model complexity

In the context of generative AI in CRM, what does “data cleansing” refer to?

A. The process of deleting all customer data for privacy reasons

B. The practice of enhancing data quality by removing errors and inconsistencies

C. The AI’s ability to create entirely new customer profiles

How can high-quality training data benefit generative AI in CRM?

A. It can make the AI model less accurate

B. It enables the AI model to provide more relevant and context-aware responses to customer
inquiries

C. It increases the likelihood of data hallucination

What is one approach to mitigating bias in generative AI CRM models?

A. Implementing stricter data privacy policies

B. Ensuring diverse and representative training data

C. Reducing customer engagement to minimize potential bias

What is the primary goal of incorporating AI into Salesforce?

A. To reduce customer engagement

B. To enhance customer relationship management

C. To eliminate the need for human agents

Which Salesforce product leverages AI to provide insights and recommendations to sales and service
teams?
A. Salesforce Analytics

B. Salesforce Marketing Cloud

C. Salesforce Einstein

What is the purpose of Salesforce Einstein Discovery?

A. To create advanced AI models from scratch

B. To predict customer behavior based on historical data

C. To automate email marketing campaigns

In Salesforce, what is the primary function of the Einstein Prediction Builder?

A. To forecast future sales opportunities

B. To categorize customer support tickets

C. To design email templates

What is the key benefit of using Salesforce Einstein for predictive analytics in marketing?

A. Reducing the need for marketing teams

B. Improving lead conversion rates and campaign effectiveness

C. Automatically sending emails to all leads

 Salesforce AI Associate Cer!fica!on Prac!ce
Ques!ons
1. In Salesforce’s AI ethics, what does the principle ‘Responsible’
emphasize?
a) Maximizing profits using AI

b) Safeguarding human rights and data protec!on

c) Ensuring AI operates at maximum efficiency

d) Making AI systems visually appealing

Answer: b) Safeguarding human rights and data protec!on

Explana!on: The ‘Responsible’ principle focuses on safeguarding human rights,

protec!ng data, and ensuring the ethical use of AI.

2. In the context of Salesforce AI, what does ‘Empowerment’

emphasize?
a) Making AI autonomous

b) Augmen!ng human capabili!es with AI

:
 c) Making AI systems faster

d) Making AI open-source

Answer: b) Augmen!ng human capabili!es with AI

Explana!on: The ‘Empowerment’ principle believes in the idea of AI suppor!ng and

enhancing human capabili!es.

3. 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

Answer: c) Equitable treatment by AI systems

Explana!on: Algorithmic Bias in Salesforce AI is concerned with ensuring that AI

systems provide fair and unbiased outcomes.

4. 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 recommenda!ons

c) Making AI systems faster

d) Making AI open-source
:
 Answer: b) Ensuring users understand the reasoning behind AI-driven
recommenda!ons

Explana!on: The ‘Transparency’ principle focuses on ensuring that users comprehend

the “why” behind each AI-driven recommenda!on.

5. Which Salesforce feature emphasizes the importance of AI being

paired with human ability?
a) Empowering

b) Transparent

c) Accountable

d) Inclusive

Answer: a) Empowering

Explana!on: The ‘Empowering’ principle believes in the idea of AI suppor!ng and

enhancing human capabili!es.

6 Which of the following is a key considera!on when implemen!ng

AI in Salesforce for improving sales forecas!ng?
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

4. d) The logo design of the company

Answer: c) The quality and consistency of historical sales data

Explana!on: For AI to provide accurate sales forecasts, it requires high-quality and

consistent historical sales data to analyze and iden!fy pa%erns.
:
 7. Which of the following is NOT a Salesforce AI product?
a) Einstein Analy!cs

b) Salesforce Cloud

c) Einstein Voice

d) Einstein Predic!on Builder

Answer: b) Salesforce Cloud

Explana!on: While Salesforce Cloud is a core product of Salesforce, it is not

specifically an AI product. The other op!ons are all AI-driven tools within the
Salesforce ecosystem.

8. How does Salesforce AI primarily enhance the user experience in

sales processes?
a) By automa!ng rou!ne tasks and reducing manual data entry

b) By providing real-!me insights and predic!ve analy!cs to op!mize sales strategies

c) By facilita!ng seamless collabora!on between sales and marke!ng teams through

shared insights

d) By offering advanced visualiza!on tools for be%er data interpreta!on

Answer: b) By providing real-!me insights and predic!ve analy!cs to op!mize sales

strategies

Explana!on: Salesforce AI’s main advantage in sales processes is its capability to offer
real-!me analy!cs and insights, which empower sales teams to refine and enhance
their strategies for be%er outcomes.
:
 9. When integra!ng Salesforce AI into an exis!ng system, which of
the following challenges might a company face?
a) Ensuring data consistency between Salesforce AI and other pla"orms

b) Integra!ng AI predic!ons with legacy CRM systems

c) Handling the increased volume of data for AI processing

d) Managing the change in organiza!onal workflows due to AI-driven insights

Answer: b) Integra!ng AI predic!ons with legacy CRM systems

Explana!on: While all the op!ons present valid challenges when integra!ng
Salesforce AI, integra!ng AI predic!ons with older, legacy CRM systems can be
par!cularly challenging due to compa!bility and data migra!on issues.

10. 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 !meliness of the data

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

Explana!on: While all op!ons are factors that can influence data quality, the
accuracy, completeness, and uniqueness of the data are fundamental determinants of
its quality, especially for training AI models.

Also Read – Salesforce Cer!fied AI Associate: The Future of CRM and AI

:
 11. What is a key milestone in the Ethical AI Prac!ce Maturity
Model?
a) Implemen!ng AI without human interven!on

b) Achieving transparency in AI decision-making processes

c) Ensuring AI models are trained on large datasets

d) Integra!ng AI into all business processes

Answer: b) Achieving transparency in AI decision-making processes

Explana!on: The Ethical AI Prac!ce Maturity Model emphasizes the ethical

considera!ons in AI implementa!ons. Achieving transparency in how AI makes
decisions is a crucial milestone in this model.

12. What is data cleansing in the context of genera!ve AI in CRM?

a) Increasing the volume of data for be%er AI predic!ons

b) Removing redundant CRM modules to streamline data flow

c) Correc!ng, removing, or handling corrupted, misforma%ed, or incomplete data

d) Upgrading to the latest CRM so&ware version for be%er data compa!bility

Answer: c) Correc!ng, removing, or handling corrupted, misforma%ed, or incomplete

data

Explana!on: Data cleansing involves ensuring the data’s integrity by addressing

issues like corrup!on, misforma'ng, or incompleteness, which is vital for the
effec!ve func!oning of genera!ve AI in CRM.

13. What are Einstein Bots?

:
 a) Advanced visualiza!on tools within Salesforce

b) Automated data entry tools in Salesforce CRM

c) AI-driven chatbots in Salesforce for customer service automa!on

d) Predic!ve analy!cs tools for sales forecas!ng in Salesforce

Answer: c) AI-driven chatbots in Salesforce for customer service automa!on

Explana!on: Einstein Bots are AI-driven chatbots provided by Salesforce, designed to

automate and enhance customer service interac!ons.

14. What is Einstein Knowledge?

a) A Salesforce tool for predic!ve analy!cs

b) An AI-driven chatbot system within Salesforce

c) A knowledge base system within Salesforce that uses AI to recommend ar!cles and
solu!ons

d) A visual analy!cs tool in Salesforce for crea!ng interac!ve dashboards

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

ar!cles and solu!ons

Explana!on: Einstein Knowledge harnesses the power of AI to automa!cally

recommend the most relevant ar!cles and solu!ons based on the context of each
case or issue.

15. What is Einstein Predic!on Builder?

a) A tool for crea!ng custom AI models in Salesforce without code
:
 b) A Salesforce feature for visualizing data pa%erns

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

d) A tool for integra!ng external AI models into Salesforce

Answer: a) A tool for crea!ng custom AI models in Salesforce without code

Explana!on: Einstein Predic!on Builder allows users to create custom AI models on

Salesforce fields, enabling them to predict business outcomes without the need for
complex coding.

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

a) It only provides visual analy!cs for business data

b) It offers automated data entry solu!ons for CRM

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

experiences

d) It exclusively focuses on chatbot solu!ons for customer support

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

customer experiences

Explana!on: Salesforce AI, through its various tools and features, offers businesses
the ability to derive insights, automate repe!!ve tasks, and offer personalized
experiences to customers, enhancing overall business efficiency and customer
sa!sfac!on.

17. What is the difference between Einstein Discovery and Einstein

Analy!cs?
a) Einstein Discovery is for data visualiza!on while Einstein Analy!cs is for predic!ve
:
 modeling

b) Einstein Discovery offers insights and recommenda!ons based on data, while

Einstein Analy!cs provides a pla"orm for crea!ng interac!ve dashboards and
reports

c) Einstein Discovery is a chatbot solu!on, while Einstein Analy!cs is a knowledge-

base system

d) Einstein Discovery focuses on external data integra!on, while Einstein Analy!cs is

for internal Salesforce data only

Answer: b) Einstein Discovery offers insights and recommenda!ons based on data,

while Einstein Analy!cs provides a pla"orm for crea!ng interac!ve dashboards and
reports

Explana!on: While both are part of the Salesforce AI suite, Einstein Discovery
focuses on providing AI-driven insights and recommenda!ons from data, whereas
Einstein Analy!cs is more about visualizing and analyzing data through interac!ve
dashboards.

Also Read: New Salesforce Cer!fied AI Associate Exam Decoded

18. What is the difference between Einstein Vision and Einstein

Predic!on?
a) Einstein Vision deals with image recogni!on, while Einstein Predic!on focuses on
forecas!ng business outcomes

b) Einstein Vision is a data visualiza!on tool, while Einstein Predic!on is for chatbot
solu!ons

c) Einstein Vision is for crea!ng AI models, while Einstein Predic!on is for integra!ng
external AI models
:
 d) Einstein Vision focuses on text analysis, while Einstein Predic!on is for image
analysis

Answer: a) Einstein Vision deals with image recogni!on, while Einstein Predic!on
focuses on forecas!ng business outcomes

Explana!on: Einstein Vision harnesses AI for image recogni!on tasks within

Salesforce, allowing for image-based data analysis. In contrast, Einstein Predic!on (as
part of Predic!on Builder) is about crea!ng custom AI models to forecast specific
business outcomes based on Salesforce data.

19. How can you use Salesforce AI to build predic!ve models?

a) By manually inpu'ng predic!ons based on intui!on.

b) Using Einstein Predic!on Builder to create custom AI models without coding.

c) By integra!ng third-party AI tools without using Salesforce’s na!ve capabili!es.

d) By only using Salesforce reports and dashboards without AI features.

Answer: b) Using Einstein Predic!on Builder to create custom AI models without

coding.

Explana!on: Einstein Predic!on Builder allows users to create custom AI models on

Salesforce fields, leveraging historical data to make future predic!ons without the
need for manual coding.

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

b) Using Einstein Anomaly Detec!on to automa!cally iden!fy unusual pa%erns in

data.
:
 c) By se'ng up basic email alerts for all transac!ons.

d) By only monitoring user login ac!vi!es.

Answer: b) Using Einstein Anomaly Detec!on to automa!cally iden!fy unusual

pa%erns in data.

Explana!on: Einstein Anomaly Detec!on can automa!cally iden!fy and flag unusual
pa%erns in data, which can be indica!ve of poten!al fraud or security threats.

Conclusion
Ar!ficial Intelligence, combined with pla"orms like Salesforce, is transforming
business opera!ons by providing unparalleled insights and automa!on features. As
we’ve explored through these MCQs, understanding the nuances of AI within the
Salesforce ecosystem is crucial for any professional looking to stay ahead in the
digital transforma!on curve.

If you’re keen on diving deeper into the world of Salesforce and AI, and want to
ensure you’re equipped with the latest knowledge and best prac!ces, don’t miss out
on the opportunity to learn more.

Sign up with saasguru today and embark on a journey of con!nuous learning and
professional growth in the ever-evolving landscape of So&ware as a Service.

Wri#en by Shivam Parmar

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