Machine Learning & Data Quality in Salesforce
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Questions and Answers

What is machine learning?

A datamodel used in Salesforce.

A service leader wants to use AI to help customers resolve their issue quicker in a guided self-serve application. Which Einstein functionality provides the best solutions?

  • Einstein Analytics
  • Einstein Prediction Builder
  • Einstein Vision
  • Bots (correct)

    • Why is it critical to consider privacy concerns when dealing with AI and CRM data?

    Ensure compliance with laws and regulations.

    Which action should be taken to develop and implement trusted generative AI with Salesforce's safety guidelines in mind?

    <p>Create guardrails that mitigate toxicity and protect PII.</p> Signup and view all the answers

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

    <p>The data is skewed toward a particular demographic or source.</p> Signup and view all the answers

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

    <p>Empowers users of all skill levels to build AI applications with clicks, not code.</p> Signup and view all the answers

    Cloud Kicks wants to use Einstein Prediction Builder to determine a customer's likelihood of buying specific products; however, data quality is a...

    <p>Leverage data quality apps from AppExchange.</p> Signup and view all the answers

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

    <p>Import diverse training data.</p> Signup and view all the answers

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

    <p>Data's role in training and fine-tuning Salesforce AI models.</p> Signup and view all the answers

    Cloud Kicks wants to use AI to enhance its sales processes and customer support. Which capability should they use?

    <p>Einstein Lead Scoring and Case Classification</p> Signup and view all the answers

    Which statement exemplifies Salesforce's honesty guideline when training AI models?

    <p>Ensure appropriate consent and transparency when using AI-generated responses.</p> Signup and view all the answers

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

    <p>Changes of bias are aggravated.</p> Signup and view all the answers

    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?

    <p>Content</p> Signup and view all the answers

    A business Analyst (BA) wants to improve business by enhancing their sales process and customer support. Which AI application should the BA use to meet their needs?

    <p>Lead scoring, opportunity forecasting, and case classification</p> Signup and view all the answers

    Cloud Kicks uses Einstein to generate predictions, but is not seeing accurate results. What is the potential reason for this?

    <p>Poor data quality.</p> Signup and view all the answers

    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?

    <p>Validation rule</p> Signup and view all the answers

    Cloud Kicks wants to develop a solution to predict customers' product interests 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?

    <p>Consistency.</p> Signup and view all the answers

    Cloud Kicks wants to use an AI model to predict the demand for shoes using historical data and regional characteristics. What is an essential data quality dimension to achieve this goal?

    <p>Reliability</p> Signup and view all the answers

    A sales manager wants to improve their processes using AI in Salesforce. Which application of AI would be most beneficial?

    <p>Lead scoring and opportunity forecasting</p> Signup and view all the answers

    How does AI within CRM help sales representatives better understand previous customer interactions?

    <p>Provides call summaries.</p> Signup and view all the answers

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

    <p>Improved customer trust and satisfaction.</p> Signup and view all the answers

    What is the role of Salesforce's Trusted AI principles in the context of CRM systems?

    <p>Guiding ethical and responsible use of AI.</p> Signup and view all the answers

    What role does data quality play in ethical use of AI applications?

    <p>High-quality data is essential for ensuring unbiased and fair AI decisions, promoting ethical use, and preventing discrimination.</p> Signup and view all the answers

    What can bias in AI algorithms in CRM lead to?

    <p>Ethical challenges in CRM systems.</p> Signup and view all the answers

    What is an example of ethical debt?

    <p>Launching an AI feature after discovering a harmful bias.</p> Signup and view all the answers

    A consultant conducts a series of consequence scanning workshops to support testing diverse datasets. Which Salesforce trusted AI principle is being practiced?

    <p>Inclusivity</p> Signup and view all the answers

    A financial institution plans a campaign for preapproved credit cards. How should they implement Salesforce's trusted AI principle of Transparency?

    <p>Flag sensitive variables and their proxies to prevent discriminatory lending practices.</p> Signup and view all the answers

    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 frequently asked questions. Which field of AI is most suitable for this scenario?

    <p>Natural language processing</p> Signup and view all the answers

    What are the key components of the data quality standard?

    <p>Accuracy, completeness, consistency.</p> Signup and view all the answers

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

    <p>Predictive AI uses machine learning to classify or predict outputs from its input data whereas generative AI uses machine learning to generate new and original output for a given input.</p> Signup and view all the answers

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

    <p>Societal.</p> Signup and view all the answers

    What is the role of data quality in achieving AI business objectives?

    <p>Data quality is required to create accurate AI data insights.</p> Signup and view all the answers

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

    <p>AI models may produce biased or erroneous results.</p> Signup and view all the answers

    The Cloud Kicks technical team is assessing the effectiveness of their AI development process. Which established Salesforce Ethical Maturity Model should the team use to guide the development of trusted AI solutions?

    <p>Ethical AI Process Maturity Model</p> Signup and view all the answers

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

    <p>Journey Optimization</p> Signup and view all the answers

    Which data does Salesforce automatically exclude from Marketing Cloud Einstein engagement model training to mitigate bias and ethical considerations?

    <p>Demographic.</p> Signup and view all the answers

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

    <p>Provides a benchmark for AI predictions.</p> Signup and view all the answers

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

    <p>Creates a reliance on AI, potentially leading to less critical thinking and oversight.</p> Signup and view all the answers

    A system admin recognizes the need to put a data management strategy in place. What is the key component of a data management strategy?

    <p>Data backup.</p> Signup and view all the answers

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

    <p>Model accuracy.</p> Signup and view all the answers

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

    <p>Predictive scoring, forecasting, recommendations.</p> Signup and view all the answers

    Cloud Kicks wants to optimize its business operations by incorporating AI into CRM. What should the company do first to prepare its data for use with AI?

    <p>Determine data availability.</p> Signup and view all the answers

    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?

    <p>Enhanced accuracy and reliability of medical predictions and diagnoses.</p> Signup and view all the answers

    What are some of the ethical challenges associated with AI development?

    <p>Potential for human bias in machine learning algorithms and the lack of transparency in AI decision-making processes.</p> Signup and view all the answers

    Cloud Kicks discovered multiple variations of state and country values in contact records. Which data quality dimension is affected by this issue?

    <p>Consistency</p> Signup and view all the answers

    Which Salesforce feature emphasizes the importance of AI being paired with human ability?

    <p>Empowering.</p> Signup and view all the answers

    Which of the following is a key consideration when implementing AI in Salesforce for improving sales forecasting?

    <p>The quality and consistency of historical sales data</p> Signup and view all the answers

    Which of the following is NOT a Salesforce AI product?

    <p>Salesforce Cloud</p> Signup and view all the answers

    How does Salesforce AI primarily enhance the user experience in sales processes?

    <p>By providing real-time insights and predictive analytics to optimize sales strategies.</p> Signup and view all the answers

    When integrating Salesforce AI into an existing system, which of the following challenges might a company face?

    <p>Integrating AI predictions with legacy CRM systems</p> Signup and view all the answers

    What factors can determine the quality of data used for training AI models?

    <p>The accuracy, completeness, and uniqueness of the data.</p> Signup and view all the answers

    What is a key milestone in the Ethical AI Practice Maturity Model?

    <p>Achieving transparency in AI decision-making processes.</p> Signup and view all the answers

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

    <p>Correcting, removing, or handling corrupted, misformatted, or incomplete data.</p> Signup and view all the answers

    What are Einstein Bots?

    <p>AI-driven chatbots in Salesforce for customer service automation.</p> Signup and view all the answers

    What is Einstein Knowledge?

    <p>A knowledge base system within Salesforce that uses AI to recommend articles and solutions.</p> Signup and view all the answers

    What is Einstein Prediction Builder?

    <p>A tool for creating custom AI models in Salesforce without code.</p> Signup and view all the answers

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

    <p>It harnesses AI to provide insights, automate tasks, and personalize customer experiences.</p> Signup and view all the answers

    What is the difference between Einstein Discovery and Einstein Analytics?

    <p>Einstein Discovery offers insights and recommendations based on data, while Einstein Analytics provides a platform for creating interactive dashboards and reports.</p> Signup and view all the answers

    What is the difference between Einstein Vision and Einstein Prediction?

    <p>Einstein Vision deals with image recognition, while Einstein Prediction focuses on forecasting business outcomes.</p> Signup and view all the answers

    How can you use Salesforce AI to build predictive models?

    <p>Using Einstein Prediction Builder to create custom AI models without coding.</p> Signup and view all the answers

    How can you use Salesforce AI to detect fraud and security threats?

    <p>Using Einstein Anomaly Detection to automatically identify unusual patterns in data.</p> Signup and view all the answers

    What is a sensitive variable that can esc to bias?

    <p>Gender.</p> Signup and view all the answers

    Cloud Kicks uses Einstein to generate predictions but is not seeing accurate results. What to a potential reason for this?

    <p>Poor data quality.</p> Signup and view all the answers

    A Salesforce administrator creates a new field to capture an order's destination country. Which type should they use to ensure data quality?

    <p>Picklist.</p> Signup and view all the answers

    A customer using Einstein Prediction Builder is confused about a certain prediction was made. Following Salesforce's Trusted AI Principles of Transparency, which customer information should be accessible on the Salesforce Platform?

    <p>An explanation of the prediction's rationale and a model card that describes how the model was created.</p> Signup and view all the answers

    How does the 'right of least privilege' reduce risk of handling sensitive personal data?

    <p>By limiting how many people can access to data.</p> Signup and view all the answers

    What is the best method to safeguard customer data privacy?

    <p>Track customer data consent preferences.</p> Signup and view all the answers

    What is the key difference between generative and predictive AI?

    <p>Generative AI creates new content based on existing data and predictive AI analyzes existing data.</p> Signup and view all the answers

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

    <p>Leads to more informed and balanced decision-making.</p> Signup and view all the answers

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

    <p>Uses algorithms to learn from data and make decisions.</p> Signup and view all the answers

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

    <p>Duplicate management.</p> Signup and view all the answers

    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?

    <p>Text.</p> Signup and view all the answers

    What is a possible outcome of poor data quality?

    <p>Biases in data can be inadvertently learned and amplified by AI systems.</p> Signup and view all the answers

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

    <p>Demographic.</p> Signup and view all the answers

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

    <p>AI infringes on privacy when user consent is not obtained.</p> Signup and view all the answers

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

    <p>High-quality data improves the reliability and credibility of AI-driven decisions, fostering trust among users.</p> Signup and view all the answers

    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?

    <p>Size of dataset.</p> Signup and view all the answers

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

    <p>Safeguarding human rights and data protection.</p> Signup and view all the answers

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

    <p>Augmenting human capabilities with AI.</p> Signup and view all the answers

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

    <p>Open-source algorithms.</p> Signup and view all the answers

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

    <p>Ensuring users understand the reasoning behind AI-driven recommendations.</p> Signup and view all the answers

    Study Notes

    Machine Learning in Salesforce

    • Machine learning is a data model used in Salesforce.
    • A service leader can use AI to help customers resolve issues quicker through a guided self-serve application. This is best done with bots.
    • Privacy concerns are critical when dealing with AI and CRM data to ensure compliance with laws and regulations.
    • Trusted generative AI within Salesforce can be developed by creating guardrails to mitigate toxicity and protect personally identifiable information (PII).
    • A business analyst can improve business by enhancing sales process and customer support via lead scoring, opportunity forecasting, and case classification.

    Bias in Training Data

    • Data skewed towards a particular demographic or source can be a potential source of bias in training data for AI models.
    • Data quality is a key consideration regarding AI implementations. Data's role in training and fine-tuning Salesforce AI models.
    • Data quality needs to be consistent, reliable, and free of inaccuracies.
    • Ensure diversity in training data to prevent bias.
    • Poor quality data can lead to inacurate recommendations.

    Data Quality in Al Implementations

    • Data quality is a key consideration regarding AI implementations. Data's role in training and fine-tuning Salesforce AI models.
    • Salesforce's honesty guideline emphasizes ensuring appropriate consent and transparency when using AI-generated responses when training AI models.
    • Data quality and transparency help mitigate bias in generative AI.
    • Data quality issues with sales calls and emails can be resolved by assessing communication data, and ensuring consistency in data like customer records and product categories.

    Al in Sales Processes and Customer Support

    • Cloud Kicks can use AI to enhance sales processes and customer support by leveraging capabilities such as Einstein lead scoring and case classification.
    • Data quality is critically important to drive accurate results.
    • Al can be used to improve customer experience and interactions.
    • Al can be used to improve customer trust and increase satisfaction.
    • Ensuring correct data formats (like consistency in capturing product category) is critical for AI initiatives.

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    Description

    Explore the integration of machine learning within Salesforce, focusing on AI applications and the importance of data quality. Understand how to manage privacy concerns and biases in training data to enhance AI implementations. This quiz will test your knowledge on these critical topics.

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