Salesforce AI Associate Exam Questions PDF

01) 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. R: B 02) 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 R: C 03) What is a Key consideration regarding data quality in AI implementation? A) Techniques from customizing AI features in Salesforce B) Data's role in training and fine-tuning Salesforce AI models C) Integration process of AI models with Salesforce workflows R: B 04) 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. R: B 05) Cloud Kicks wants to use Einstein Prediction Builder to determine a customer's likelihood of buying specific products; however, data quality is a... How can data quality be assessed quality? A) Build a Data Management Strategy. B) Build reports to expire the data quality. C) Leverage data quality apps from AppExchange R: C 06) Which action should be taken to develop and implement trusted generated AI with Salesforce's safety guideline in mind? A) Develop right-sized models to reduce our carbon footprint. B) Create guardrails that mitigates toxicity and protect PII C) Be transparent when AI has created and automatically delivered content. R: B 07) 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 R: A 08) What role does data quality play in the ethical use of AI applications? A) High-quality data is essential for ensuring unbased and for fair AI decisions, promoting ethical use, and preventing discrimination. 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. R: A Nota: ''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.'' 09) What are the key components of the data quality standard? A) Naming, formatting, Monitoring B) Accuracy, Completeness, Consistency C) Reviewing, Updating, Archiving R: B 10) Which best describes the different 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. R: C 11) Which type of bias imposes a system's values on others? A) Societal B) Automation C) Association R: A 12) What is the role 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 R: B 13) 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 R: B Nota: ''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.'' 14) 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 R: A Nota: ''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.'' 15) 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) Sales dashboards and reporting C) Data modeling and management R: A Nota: ''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.'' 16) How does AI which CRM help sales representatives better understand previous customer interactions? A) Creates, localizes, and translates product descriptions B) Triggers personalized service replies C) Provides call summaries R: C Nota: ''Providing call summaries is how AI with CRM helps sales representatives better understand previous customer interactions. Call summaries are a feature that uses natural language processing (NLP) to analyze voice conversations between sales representatives and customers and generate summaries or transcripts of the calls. Call summaries can help sales representatives better understand previous customer interactions by providing key information, insights, or action items from the calls.'' 17) In Salesforce’s AI ethics, what does the principle ‘Responsible’ emphasize? A) Maximizing profits using AI B) Safeguarding human rights and data protection C) Ensuring AI operates at maximum efficiency D) Making AI systems visually appealing R: B Nota: The ‘Responsible’ principle focuses on safeguarding human rights, protecting data, and ensuring the ethical use of AI. 18) In the context of Salesforce AI, what does ‘Empowerment’ emphasize? A) Making AI autonomous B) Augmenting human capabilities with AI C) Making AI systems faster D) Making AI open-source R: B Nota: The ‘Empowerment’ principle believes in the idea of AI supporting and enhancing human capabilities. 19) 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 R: C Nota: Algorithmic Bias in Salesforce AI is concerned with ensuring that AI systems provide fair and unbiased outcomes. 20) In the context of Salesforce AI, what does ‘Transparency’ emphasize? A) Making AI systems visually appealing B) Ensuring users understand the reasoning behind AI-driven recommendations C) Making AI systems faster D) Making AI open-source R: B Nota: The ‘Transparency’ principle focuses on ensuring that users comprehend the “why” behind each AI- driven recommendation. 21) Which Salesforce feature emphasizes the importance of AI being paired with human ability? A) Empowering B) Transparent C) Accountable D) Inclusive R: A Nota: The ‘Empowering’ principle believes in the idea of AI supporting and enhancing human capabilities. 22) Which of the following is a key consideration when implementing AI in Salesforce for improving sales forecasting? A) The color scheme of the Salesforce dashboard B) The number of users in the Salesforce system C) The quality and consistency of historical sales data D) The logo design of the company R: C Nota: For AI to provide accurate sales forecasts, it requires high-quality and consistent historical sales data to analyze and identify patterns. 23) Which of the following is NOT a Salesforce AI product? A) Einstein Analytics B) Salesforce Cloud C) Einstein Voice D) Einstein Prediction Builder R: B Nota: While Salesforce Cloud is a core product of Salesforce, it is not specifically an AI product. The other options are all AI-driven tools within the Salesforce ecosystem. 24) How does Salesforce AI primarily enhance the user experience in sales processes? A) By automating routine tasks and reducing manual data entry B) By providing real-time insights and predictive analytics to optimize sales strategies C) By facilitating seamless collaboration between sales and marketing teams through shared insights D) By offering advanced visualization tools for better data interpretation R: B Nota: Salesforce AI’s main advantage in sales processes is its capability to offer real-time analytics and insights, which empower sales teams to refine and enhance their strategies for better outcomes. 25) When integrating Salesforce AI into an existing system, which of the following challenges might a company face? A) Ensuring data consistency between Salesforce AI and other platforms B) Integrating AI predictions with legacy CRM systems C) Handling the increased volume of data for AI processing D) Managing the change in organizational workflows due to AI-driven insights R: B Nota: While all the options present valid challenges when integrating Salesforce AI, integrating AI predictions with older, legacy CRM systems can be particularly challenging due to compatibility and data migration issues. 26) What factors can determine the quality of data used for training AI models? A) The age and consistency of the data B) The volume and granularity of the data C) The accuracy, completeness, and uniqueness of the data D) The source and timeliness of the data R: C Nota: While all options 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. 27) What is a key milestone in the Ethical AI Practice Maturity Model? A) Implementing AI without human intervention B) Achieving transparency in AI decision-making processes C) Ensuring AI models are trained on large datasets D) Integrating AI into all business processes R: B Nota: The Ethical AI Practice Maturity Model emphasizes the ethical considerations in AI implementations. Achieving transparency in how AI makes decisions is a crucial milestone in this model. 28) What is data cleansing in the context of generative AI in CRM? A) Increasing the volume of data for better AI predictions B) Removing redundant CRM modules to streamline data flow C) Correcting, removing, or handling corrupted, misformatted, or incomplete data D) Upgrading to the latest CRM software version for better data compatibility R: C Nota: Data cleansing involves ensuring the data’s integrity by addressing issues like corruption, misformatting, or incompleteness, which is vital for the effective functioning of generative AI in CRM. 29) What are Einstein Bots? A) Advanced visualization tools within Salesforce B) Automated data entry tools in Salesforce CRM C) AI-driven chatbots in Salesforce for customer service automation D) Predictive analytics tools for sales forecasting in Salesforce R: C Nota: Einstein Bots are AI-driven chatbots provided by Salesforce, designed to automate and enhance customer service interactions. 30) What is Einstein Knowledge? A) A Salesforce tool for predictive analytics B) An AI-driven chatbot system within Salesforce C) A knowledge base system within Salesforce that uses AI to recommend articles and solutions D) A visual analytics tool in Salesforce for creating interactive dashboards R: C Nota: Einstein Knowledge harnesses the power of AI to automatically recommend the most relevant articles and solutions based on the context of each case or issue. 31) What is Einstein Prediction Builder? A) A tool for creating custom AI models in Salesforce without code B) A Salesforce feature for visualizing data patterns C) An AI-driven system for customer support in Salesforce D) A tool for integrating external AI models into Salesforce R: A Nota: Einstein Prediction Builder allows users to create custom AI models on Salesforce fields, enabling them to predict business outcomes without the need for complex coding. 32) What is the benefit of using Salesforce AI for your business? A) It only provides visual analytics for business data B) It offers automated data entry solutions for CRM C) It harnesses AI to provide insights, automate tasks, and personalize customer experiences D) It exclusively focuses on chatbot solutions for customer support R: C Nota: Salesforce AI, through its various tools and features, offers businesses the ability to derive insights, automate repetitive tasks, and offer personalized experiences to customers, enhancing overall business efficiency and customer satisfaction. 33) What is the difference between Einstein Discovery and Einstein Analytics? A) Einstein Discovery is for data visualization while Einstein Analytics is for predictive modeling B) Einstein Discovery offers insights and recommendations based on data, while Einstein Analytics provides a platform for creating interactive dashboards and reports C) Einstein Discovery is a chatbot solution, while Einstein Analytics is a knowledge-base system D) Einstein Discovery focuses on external data integration, while Einstein Analytics is for internal Salesforce data only R: B Nota: While both are part of the Salesforce AI suite, Einstein Discovery focuses on providing AI-driven insights and recommendations from data, whereas Einstein Analytics is more about visualizing and analyzing data through interactive dashboards. 34) What is the difference between Einstein Vision and Einstein Prediction? A) Einstein Vision deals with image recognition, while Einstein Prediction focuses on forecasting business outcomes B) Einstein Vision is a data visualization tool, while Einstein Prediction is for chatbot solutions C) Einstein Vision is for creating AI models, while Einstein Prediction is for integrating external AI models D) Einstein Vision focuses on text analysis, while Einstein Prediction is for image analysis R: A Nota: Einstein Vision harnesses AI for image recognition tasks within Salesforce, allowing for image-based data analysis. In contrast, Einstein Prediction (as part of Prediction Builder) is about creating custom AI models to forecast specific business outcomes based on Salesforce data. 35) How can you use Salesforce AI to build predictive models? A) By manually inputting predictions based on intuition. B) Using Einstein Prediction Builder to create custom AI models without coding. C) By integrating third-party AI tools without using Salesforce’s native capabilities. D) By only using Salesforce reports and dashboards without AI features. R: B Nota: Einstein Prediction Builder allows users to create custom AI models on Salesforce fields, leveraging historical data to make future predictions without the need for manual coding. 36) How can you use Salesforce AI to detect fraud and security threats? A) By solely relying on manual transaction reviews. B) Using Einstein Anomaly Detection to automatically identify unusual patterns in data. C) By setting up basic email alerts for all transactions. D) By only monitoring user login activities. R: B Nota: Einstein Anomaly Detection can automatically identify and flag unusual patterns in data, which can be indicative of potential fraud or security threats. 37) 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 R: A Nota: "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." 38) To avoid introducing unintended bias to an AI model, which type of data should be omitted? A) Demographic B) Transactional C) Engagement R: A Nota: "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." 39) 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 R: A Nota: "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." 40) What are some key benefits of AI in improving customer experiences in CRM? A) Streamlines case management by categorizing and tracking customer support cases, identifying topics, and summarizing case resolutions B) Improves CRM security protocols, safeguarding sensitive customer data from potential breaches and threats C) Fully automates the customer service experience, ensuring seamless automated interactions with customer R: A Nota: "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." 41) 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. R: B Nota: "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." 42) What is the main focus of the Accountability principle in Salesforce's Trusted AI Principles? A) Ensuring transparency in AI-driven recommendations and predictions B) Taking responsibility for one's actions toward customers, partners, and society C) Safeguarding fundamental human rights and protecting sensitive data R: B Nota: "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." 43) How does data quality impact the trustworthiness of AI-driven decisions? A) High-quality data improves the reliability and credibility of AI-driven decisions, fostering trust among users. B) The use of both low-quality and high-quality data can improve the accuracy and reliability of AI-driven decisions. C) Low-quality data reduces the risk of overfitting the model, improving the trustworthiness of the predictions. R: A Nota: "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." 44) Cloud Kicks discovered multiple variations of state and country values in contact records. Which data quality dimension is affected by this issue? A) Consistency B) Usage C) Accuracy R: A Nota: "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." 45) Cloud Kicks wants to implement AI features on its Salesforce Platform but has concerns about potential ethical and privacy challenges. What should they consider doing to minimize potential AI bias? A) Use demographic data to identify minority groups. B) Integrate AI models that auto-correct biased data. C) Implement Salesforce's Trusted AI Principles. R: C Nota: "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." 46) What is an example of Salesforce's Trusted AI Principle of Inclusivity in practice? A) Working with human rights experts B) Striving for model explainability C) Testing models with diverse datasets R: C Nota: "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." 47) 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) A marketing article of the product that clearly outlines the product’s capabilities and features C) An explanation of the prediction's rationale and a model card that describes how the model was created R: C Nota: "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." 48) 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) Text B) Rich Text Area C) Multi-Select Picklist R: A Nota: "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." 49) Which type of bias results from data being labeled according to stereotypes? A) Societal B) Association C) Interaction R: A Nota: "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." 50) 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) Email address B) Nickname C) Financial status R: C Nota: "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." 51) 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 finds content similar to existing data and predictive AI analyzes existing data. C) Generative AI creates new content based on existing data and predictive AI analyzes existing data. R: C Nota: "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." 52) 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 R: C 53) 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 R: A 54) 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. R: A 55) Cloud Kicks wants to use an AI model to predict the demand for shoes using historical data on sales and regional characteristics. What is an essential data quality dimension to achieve this goal? A) Age B) Reliability C) Volume R: B 56) 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. R: B 57) 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 R: B 58) What is machine learning? A) A data model used in Salesforce B) AI that can grow its intelligence C) AI that creates new content R: B 59) 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 R: B 60) 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. R: C 61) 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 R: A 62) Which Einstein capability uses emails to create content for Knowledge articles? A) Predict B) Discover C) Generate R: C Nota: "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." 63) 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 R: A 64) How does a data quality assessment impact business outcome 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 R: A 65) 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 R: C 66) 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 R: B 67) What is a benefit of a diverse, balanced, and large dataset? A) Training time B) Data privacy C) Model accuracy R: C Nota: "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." 68) 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 R: B Nota: "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." 69) 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. R: B Nota: 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. 70) 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 outputs R: A Nota: "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." 71) 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 R: A Nota: "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." 72) 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 R: C Nota: "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." 73) 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 R: A Nota: "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." 74) 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. R: A Nota: "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." 75) 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. R: A Nota: "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." 76) 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. R: B Nota: "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." 77) Cloud Kicks is testing a new AI model. Which approach aligns with Salesforce's Trusted AI Principle of Inclusivity? 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. R: C Nota: "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." 78) 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 data quality dimension is affected in this scenario? A) Completeness B) Accuracy C) Consistency R: C Nota: "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." 79) 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 R: C Nota: "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." 80) What is a sensitive variable that car esc to bias? A) Education level B) Country C) Gender R: C Nota: "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." 81) 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 R: C Nota: "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." 82) 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 R: B Nota: "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." 83) 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 R: A Nota: "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." 84) 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 R: A Nota: "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." 85) 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. R: B Nota: "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." 86) 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. R: B Nota: "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." 87) 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 R: A Nota: "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." 88) A developer is tasked with selecting a suitable dataset for training an AI model in Salesforce to accurately predict current customer behavior. What is a crucial factor that the developer should consider during selection? A) Number of variables in the dataset B) Size of the dataset C) Age of the dataset R: B Nota: "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." 89) Which of the following is a common concern about Generative AI? A) Deep Learning B) Natural language processing C) Hallucinations R: C Nota: Predictions from generative AI that diverge from an expected response, grounded in facts, are known ad hallucinations. They happen for a few reasons, like if the training data was incomplete or biased, or if the model was not designed well. 90) 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 R: B Nota: Generative AI combines algorithms and deep learning neural network techniques to generate content that is based on the patterns it observes in other content. 91) 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 R: A Nota: A CRM with generative AI gives customers a consistent experience across all channels of engagement, from marketing to sales to customer service and more. 92) Which of the following is one of the Salesforce’s Trusted AI Principles? A) Accuracy B) Accountable C) Sustainable R: B Nota: 93) 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 R: A Nota: 94) Which of the following is a milestone in Ethical AI Practice Maturity Model? A) Accurate & Accountable B) Managed & Sustainable C) Responsible & Inclusive R: C 95) 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 R: C 96) 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 R: B 97) Which of the following is a Data Quality Dimension? A) Naming Convention B) Completeness C) Formatting R: B 98) What is AI Hallucination? A) A confident response by an AI that does not seem to be justified by its training data B) AI system begin to perceive and interact with fictional and fantastical entities in their virtual worlds C) AI system start exhibiting behaviors reminiscent of characters from classic literature R: A Nota: 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. 99) 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 R: B 100) 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 R: C 101) 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 R: B 102) 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 R: C 103) 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 R: B 104) 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 R: B 105) 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 R: B 106) 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 R: B 107) 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 R: B 108) 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 R: B 109) 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 R: B 110) Which Salesforce product leverages AI to provide insights and recommendations to sales and service team? A) Salesforce Analytics B) Salesforce Marketing Cloud C) Salesforce Einstein R: C 111) What is the purpose of Salesforce Einstein Discovery? A) To create advance AI models from scratch B) To predict customer behavior based on historical data C) To automate email marketing campaigns R: B 112) 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 R: A 113) 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 R: B 114) Why is data quality crucial for a predictive model within Salesforce? A) It increases the speed of the prediction B) It aids in developing a larger quantity of models C) It enhances the accuracy of the prediction R: C Nota: High-quality data is essential for predictive models to produce accurate and reliable outcomes. Poor or low-quality data can lead to inaccurate predictions, which can have significant implications for decision- making. While the speed of prediction is more about computational efficiency and developing more models is about quantity and not quality, ensuring accuracy is directly tied to the quality of data. 115) What distinguishes a predictive AI model from a generative AI model? A) Both use ML for the input. But generative AI creates new content. B) They use ML for input but require specific data types. C) Both use ML learning for the input as well as the output. R: A Nota: Predictive AI models analyze input data to make predictions based on past data. Generative AI models, on the other hand, use the input data to create new content or data that wasn't part of the original dataset. Thus, while both types of models utilize machine learning for processing input, generative models have the distinctive capability of generating new content. 116) In the context of Artificial Intelligence, what best describes the concept of machine learning? A) A system that improves and gets smarter over time by analyzing data and learning from it. B) A system that is capable of human-like emotions. C) A system that follows explicitly programmed instructions. R: A Nota: Machine learning is a subset of AI where systems can learn from data. Over time, as the system processes more data, it can make better predictions or decisions without being explicitly programmed for each specific task. 117) In the realm of AI ethics, what best describes the concept of "ethical debt"? A) Pursuing zealous and irresponsible AI development without considering consequences. B) Deploying a model that contains biases without addressing them. C) Accumulating fines due to violations of AI regulations. R: B Nota: Ethical debt in AI can be likened to "technical debt" in software development. It refers to the consequences and potential future costs of deploying AI systems that have ethical issues, such as biases, without addressing them upfront. While all options hint at ethical considerations in AI, is the closest representation of the concept of "ethical debt." 118) Which of the following is NOT typically considered a standard data quality dimension? A) Timeliness of archival B) Completeness C) Accuracy R: A Nota: While "Accuracy" pertains to the correctness of data and "Completeness" ensures that all required data points are present, "Timeliness of archival" is more about the speed or frequency of data storage practices and not a direct measure of data quality. Though timeliness can be a data quality dimension, the specific aspect of archival speed is not a standard dimension. 119) Which Salesforce product leverages AI to offer insights and recommendations specifically to Sales and Service teams? A) Salesforce Analytics B) Salesforce Reporting C) Salesforce Einstein R: C Nota: Salesforce Einstein is the AI platform within Salesforce that provides smart insights, automation, and recommendations tailored for Sales, Service, and other Salesforce Clouds 120) When implementing AI functionalities within Salesforce CRM, which aspect is crucial to consider due to data privacy regulations such as GDPR? A) The visual appeal of AI-generated content B) The regions where data is stored and processed C) The speed at which AI models process data R: B Nota: Data privacy regulations, like GDPR, place significant emphasis on how and where personal data is stored and processed. For companies operating in or serving customers within the European Union, ensuring compliance with GDPR is essential. This includes being mindful of where data resides and how it's managed. 121) In the context of ethical frameworks for AI, which model emphasizes the importance of having robust and morally sound procedures? A) Ethical Process B) Ethical Prediction C) Ethical Planning R: A Nota: The "Ethical Process" model underscores the necessity of establishing and following processes that are ethically sound and responsible, ensuring that the methodologies and procedures in place are morally justifiable. While "Ethical Planning" might focus on broader ethical behaviors and "Ethical Prediction" on the outcomes of AI models, it is the "Ethical Process" that directly pertains to the quality and integrity of processes. 122) What capability does Generative AI primarily use to help process and generate responses to questions? A) Predictive Processing B) Quantum Computing C) Natural Language Processing R: C Nota: Generative AI, especially when it comes to processing and generating human-like text, primarily relies on Natural Language Processing (NLP). NLP allows the AI to understand, interpret, and generate human language. While predictive processing can be a part of some AI functionalities and quantum computing relates to computational power, NLP is the foundational technology for text-based Generative AI. 123) A Sales Representative is trying to better comprehend the translation for a product description. Which AI capability would be most helpful in this scenario? A) NLP with Machine Translation capabilities B) NLP with Text Summarization C) NLP with Keyword Extraction R: A Nota: To address translation needs, the primary AI capability required is Natural Language Processing (NLP) with Machine Translation. Both Text Summarization and Keyword Extraction are functionalities within NLP but are more focused on processing the content of text rather than translating it. 124) The marketing department is leveraging AI for its campaign. To ensure the success of the AI-driven campaign, which aspect of their model's data is of utmost importance? A) Data Accuracy B) Data Volume C) Data Frequency R: A Nota: While all three options are important aspects of data for AI models, in a marketing campaign, the accuracy of data is paramount. Inaccurate data can lead to targeting the wrong audience, misinterpreting customer behaviors, or making incorrect predictions, all of which can negatively impact the campaign. Data volume ensures a sizable dataset, and data frequency relates to how often data is updated or collected, but without accurate data, the campaign's effectiveness can be significantly compromised 125) What is a potential consequence of increased human-AI interaction in decision-making processes? A) Less human critical thinking due to over-reliance on AI. B) No noticeable difference in human cognitive abilities. C) More human critical thinking abilities. R: A Nota: While AI offers numerous advantages, over-reliance on it can lead to reduced human critical thinking as individuals might become too dependent on AI for answers and solutions. This could potentially diminish human cognitive abilities to analyze, reason, and decide without AI assistance. 126) How can maintaining good data quality directly benefit customers? A) It fosters more customer trust and satisfaction. B) It increases the average order amount. C) It ensures accurate product recommendations for customer. R: A Nota: Good data quality means that information about customers is accurate, complete, and consistent. This leads to better decision-making and more personalized experiences for the customers, resulting in increased trust and satisfaction. 127) To prevent biases in your AI model within Salesforce, which type of data should be carefully considered or excluded? A) Geographic data B) Demographic data C) Nominal data R: B Nota: Demographic data, which includes attributes like age, gender, race, and ethnicity, can introduce biases into AI models if not handled properly. Using this data inappropriately can lead to unfair or discriminatory outcomes. While geographic data can sometimes be a proxy for demographic information and may introduce bias, it is the direct use of demographic data that is most associated with bias concerns in AI 128) A Salesforce Admin aims to enhance sales and service processes using AI within Salesforce. Which tools or features should they prioritize implementing? A) Data-driven dashboard insights and AI-powered chatbots. B) Predictive lead scoring and automated service ticket routing. C) Opportunity forecasting and case classification. R: C Nota: For direct AI-driven improvements in sales and service, opportunity forecasting can provide insights into potential sales trends, and case classification can effectively categorize and prioritize service requests. While predictive lead scoring and AI-powered chatbots are also valuable tools, the combination of opportunity forecasting and case classification offers a comprehensive approach to enhancing both sales and service processes. 129) Which of the following is an example of AI functionality within Salesforce CRM? A) Translating website content into multiple languages in real-time. B) Tunning a PC antivirus scan. C) Using emails to automatically generate knowledge articles. R: C Nota: Salesforce CRM can leverage AI to extract information from emails and auto-generate knowledge articles, aiding in the documentation process and improving knowledge base efficiency. 130) Which of the following are core elements of data quality? A) Accuracy, Velocity. Consistency B) Accuracy, Completeness, Consistency C) Completeness, Velocity, Emotion R: B Nota: Core elements of data quality include ensuring the data is accurate, complete, and consistent. The other options contain elements that are not typically associated with data quality 131) Which of the following is a fundamental aspect of a data management strategy within Salesforce? A) Employing a consistent naming convention B) Using specific tags for records. C) Setting up data archiving protocols. R: A Nota: While all options can be components of data management, employing a consistent naming convention is a fundamental aspect to ensure data is organized, easily identifiable, and reduces confusion. Color coding can be useful for organizations but isn't a core aspect of data management. Data archiving is important for data storage and backup, but the naming convention stands out as a foundational concept for any data management strategy 132) In the context of AI ethics, which of the following poses a significant challenge due to the potential unintended consequences of AI models? A) Model efficiency in computational tasks B) Bias and fairness in AI predictions C) Choice of programming language for model development R: B Nota: Ethical considerations in AI often revolve around AI decisions' societal and individual impacts. While model efficiency and the choice of programming language are technical considerations, the potential for bias and unfairness in AI predictions raises significant ethical concerns. Biased models can perpetuate or amplify existing societal biases, leading to unfair or discriminatory outcomes. 133) How does low-quality data influence the potential for bias in AI models? A) It has no impact on bias B) It decreases the risk of bias C) It increases the risk of bias R: C Nota: Low-quality data, especially if it is incomplete, inaccurate, or not representative, can introduce or amplify biases in AI models. Such data can lead to models making decisions based on skewed or incorrect information, thereby increasing the risk of biased outcomes. 134) Some customers have gotten an excessive number of emails. Which data problem might be causing this issue? A) Duplication of customer records B) Using purchased lists C) Age or recency of the data R: A Nota: If customers are receiving too many emails, one common data issue could be the duplication of customer records, leading to the same customer being targeted multiple times. Consent management could be an issue if the purchased list were to have duplicate leads with records already in the CRM. The age or recency of the data is less likely to cause this specific problem 135) The Marketing team is planning a campaign using historical data related to a specific holiday. Which data quality dimension is crucial to consider for the campaign's success? A) Age or recency of the historical data B) Accuracy of the historical data C) Completeness of the historical data R: A Nota: When creating a campaign based on historical data for a specific holiday, it's vital to ensure that the data is recent and relevant. Using outdated data might not reflect current trends or customer behaviors. While accuracy and completeness are also important, the age or recency of the data is paramount to ensure the campaign is timely and resonates with the target audience. 136) When integrating external AI tools, which might not have Salesforce's trust layer, with a CRM system, what is the primary concern for organizations? A) Maintaining data security and ethical AI practices. B) Compatibility of software versions C) Ensuring the AI tool operates at high speeds R: A Nota: While compatibility and operation speed are technical considerations, the primary concern when integrating external AI tools is ensuring that data remains secure and that the AI operations align with ethical standards. Salesforce's trust layer emphasizes the security and ethical use of AI, so when using tools outside this layer, organizations need to be particularly cautious about upholding these standards. 137) The company aims to assist its customer service team in deflecting cases more efficiently. Which Salesforce tool would be most appropriate for this purpose? A) Einstein Predict for forecasting customer behavior B) Chatbot for immediate customer queries C) Case Classification for sorting and prioritizing cases R: B Nota: While all options could potentially aid a customer service team, using a chatbot is a direct method for deflecting cases. Chatbots can handle and resolve immediate customer queries without escalating them to human agents, thereby reducing the number of cases the team needs to address. On the other hand, Einstein Predict and Case Classification are more about analyzing and organizing cases rather than direct deflection. 138) When crafting a marketing plan with the goal of eliminating potential biases, which type of data should be carefully considered or removed? A) Demographics B) Geographics C) Product Information R: A Nota: Demographic data, which includes attributes like age, gender, race, and ethnicity, can introduce biases if not handled appropriately. Using this data in marketing can lead to unfair or discriminatory targeting. While geographic data can sometimes be a proxy for demographic information and may introduce bias, it is the direct use of demographic data that is most associated with bias concerns in marketing. Product information is not typically a source of bias. 139) What are the three primary functionalities of Salesforce Einstein? A) Discover, Predict and Automate B) Decode, Predict and Visualize C) Decode Predict and Analyze R: A Nota: Salesforce Einstein provides AI-powered functionalities that allow users to: Discover insights from data. Predict future behaviors and outcomes. Automate tasks and workflows for efficiency. While analyzing and visualizing data are important aspects, the core functionalities of Einstein center around discovery, prediction, and automation. 140) When one group captures information using a text field while another uses a picklist for the same data, which data best practice is being compromised within Salesforce? A) Ensuring data completeness B) Ensuring data consistency C) Ensuring data accuracy R: B Nota: Using different field types for the same data across groups leads to inconsistencies in how data is captured and stored. While it might not directly affect the accuracy or completeness of the data, it compromises consistency, making data management and analysis more challenging. 141) Which method offers a swift approach to evaluating your data and assessing its quality within Salesforce? A) Running a specific report on data discrepancies B) Using an AppExchange app specialized in data quality C) Crafting a comprehensive data modelling strategy R: B Nota: While all methods can contribute to data quality assessment, using an AppExchange app specifically designed for data quality allows users to quickly evaluate and get insights into potential data issues. 142) Which of the following best represents a principle for trusted AI advocated by Salesforce? A) Maximizing user engagement through AI insights B) Prioritizing transparency and trust in AI decision-making C) Ensuring data storage optimization R: B Nota: While data storage optimization and user engagement are important considerations, Salesforce particularly emphasizes the principle of transparency and trust in AI to ensure ethical and responsible usage 143) In the context of the guidelines for trusted generative AI, what does "Empowerment" signify? A) Assisting users in solving technical AI problems B) Encouraging users to advance AI development in general C) Enabling users to construct applications with clicks rather than code R: C Nota: "Empowerment" in the context of trusted generative AI typically emphasizes democratizing AI capabilities, allowing a wider range of users to benefit from AI without requiring deep technical expertise. By enabling app construction with clicks instead of code, more users can leverage AI functionalities without the need for advanced programming skills. 144) Your company implemented Salesforce's Einstein for predictions, but the results aren't as accurate as anticipated. Which of the following actions might enhance the model's accuracy? A) Enhancing the data volume and ensuring data accuracy B) Re-training the Einstein model with updated data parameters C) Prioritizing user feedback over data-driven insights R: A Nota: Improving predictive accuracy often involves refining the data input into the model. This can be achieved by increasing data volume, using proxy variables where direct measures aren't available, and verifying data accuracy 145) Which of the following is NOT a common concern associated with the use of generative AI models? A) Speed of data processing B) Hallucination C) Propagation of existing biased R: A 146) An Accounting services company aims to implement the principle of transparency in their AI-driven systems. How might they best achieve this? A) Clearly explaining to customers how credit scores are determined B) implementing proxy variables in their AI models C) Conducting educational workshops for employees R: A Nota: Transparency, especially in financial services, involves ensuring that customers understand how decisions that affect them are made. By clearly explaining how credit scores or other financial metrics are determined, the company provides its customers with clarity and understanding, embodying the principle of transparency. 147) How does using high-quality data from diverse sources influence the potential risk of bias in an AI model? A) It completely removes the risk of bias B) It reduces the risk of bias C) It improves the risk of bias R: B 148) When ensuring that each contact record in Salesforce has both an email and phone number, which tool is best suited for this requirement? A) Flows B) Data rules C) Validation rule R: C Nota: Validation Rules in Salesforce are designed to ensure the data entered into records meet specific criteria before they can be saved. In this scenario, a validation rule can be set up to ensure that both the email and phone fields are populated before a contact record is saved, making it the most appropriate tool for this requirement. While workflows can automate tasks based on criteria, and data rules might be related to data management in other platforms, the direct enforcement of data quality criteria in Salesforce is achieved through validation rules. 149) If you're aiming to deploy a chatbot on your website, which AI technology is primarily required? A) Machine Learning Algorithms for Pattern Recognition B) Natural Language Processing (NLP) C) Vision R: B Nota: Chatbots mainly operate by understanding and generating human language, which is facilitated by Natural Language Processing (NLP). While vision deals with visual data and machine learning algorithms for pattern recognition can be a component of chatbots, NLP is the foundational technology enabling chatbot interactions. 150) How can a sales representative leverage AI to gain insights into the past context of a customer's journey within Salesforce? A) Relying on AI for lead recommendations B) Implementing AI-driven call summarization C) Utilizing AI for automated email generation R: B Nota: AI-driven call summarization can help sales representatives quickly understand past interactions and discussions with a customer, providing context to their journey. While automated email generation and lead recommendation can enhance sales processes, they don't offer direct insights into a customer's past context as effectively as call summarization. 151) In the context of using AI in business processes, how can a company best practice transparency? A) Informing customers that AI tools are being utilized B) Ceasing the use of all AI tools and applications C) Rarely disclosing any information about AI usage R: A Nota: Transparency involves being open and clear about practices and operations. By informing customers that AI tools are in use, a company is being transparent about its processes and the technologies it employs 152) How can bias in AI models potentially affect customer trust? A) By eroding confidence due to unfair or incorrect predictions B) By improving model aesthetics C) By increasing model computation speed R: A Nota: Explanation: Bias in AI models can erode customer trust by producing unfair or inaccurate predictions, reflecting a lack of equity and inclusivity. Unfair model outcomes may lead to unjust actions and decisions, compromising customer experiences and perceptions of the organization. Ensuring models are unbiased is crucial for maintaining reliable and impartial AI operations and preserving customer trust. 153) Why is ensuring data quality crucial when utilizing AI models within Salesforce? A) To produce accurate and reliable outcomes B) To increase the rate of predictions C) To enhance the graphical interface of the model R: A Nota: High data quality is essential for AI models to produce accurate and reliable results. Poor quality data can lead to incorrect predictions or insights, which can have significant consequences in decision-making. While increasing the speed of predictions is more about computational efficiency and not directly related to data quality, enhancing the graphical interface doesn't address the core functioning of the model. 154) 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 R: A 155) What is the role of Salesforce’s Trusted AI Principle 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 R: C 156) 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 most suitable for this scenario? A) Natural language processing B) Predictive analytics C) Computer vision R: A 157) A Salesforce consultant is discussing AI capabilities with a customer who is interested in improving their sales processes. Which type of AI would be most suitable for enhancing sales processes in Salesforce Customer 360? A) Predictive Analytics B) Computer Vision C) Natural Language Processing (NLP) R: A Nota: This type of AI can enhance sales processes by predicting future outcomes based on historical data 158) Which AI type plays a crucial role in Salesforce’s predictive text and speech recognition capabilities, enabling the platform to understand and respond to user commands accurately? A) Computer Vision B) Natural Language Processing (NLP) C) Predictive Analytics R: B Nota: NLP enables computers to understand, Interpret, and generate human language in a meaningful way 159) Which feature of Marketing Cloud Einstein uses AI to predict consumer engagement with email and MobilePush messaging? A) Content Selection B) Email Recommendations C) Engagement Scoring R: C Nota: Customer data and machine learning are used to assign scores for every contact’s likelihood to engage with emails and interact with push notifications. 160) What is unique and distinguishing feature of deep learning in the context of AI capabilities? A) Deep learning uses neural networks with multiple layers to learn from a large amount of data. B) Deep learning uses historical data to predict future outcomes. C) Deep learning uses algorithms to cleanse and prepare data for AI implementations R: A Nota: This sets deep learning apart from other types of AI that may not use neural networks or may use them in a different way. 161) What are the three main types of AI capabilities in Salesforce? A) Predictive, Generative, Analytic B) Predictive, Reactive, Analytic C) Generative, Descriptive, Analytic R: A 162) Which Salesforce AI application is recommended to enhance sales processes? A) Einstein Prediction Builder B) Einstein Voice C) Einstein Lead Scoring R: C Nota: Einstein Lead Scoring is specifically designed to enhance sales processes by scoring leads based on their likelihood to convert, allowing sales teams to prioritize their efforts effectively 163) What is a key benefit of implementing AI in a CRM system? A) Enhanced customer support B) Improved platform speed C) Reduced data governance R: A Nota: Enhanced customer support is a key benefit of implementing AI in CRM. 164) Cloud Kicks is implementing AI in its CRM system and is focusing on data management. What is the benefit of using a data management approach in AI implementation? A) Eliminates the need of data governance B) Reduces the amount of data in the CRM system C) Emphasizes the importance of data quality R: C Nota: Data quality, preparation and cleansing, and data governance are all essential when implementing AI 165) A consultant discusses the role of humans in AI-driven CRM processes with a customer. What is one challenge the consultant should mention about human-AI collaboration in decision-making? A) Difficulty in interpreting AI decisions B) High cost of AI implementation C) Lack of technical skills in the team R: A Nota: AI decisions are often based on complex algorithms and large datasets, making them difficult for humans to interpret without sufficient expertise and understanding AI principles. 166) Cloud Kicks wants to implement Salesforce’s AI features. They are concerned about potential ethical and privacy challenges. What should be recommended to minimize potential AI bias? A) Salesforce’s Trusted AI Principles B) Demographic data to identify minority groups C) AI models that auto-correct biased data R: A Nota: These principles guide the development and use of AI within Salesforce, ensuring that it is used ethically and responsibly, which includes minimizing potential AI bias. 167) A consultant designs a new AI model for a financial services company that offers personal loans. Which variable within their proposed model might introduce unintended bias? A) Loan Data B) Postal Code C) Payment Due Date R: B Nota: Postal codes can introduce bias as they are often correlated with socioeconomics status and race. This is due to historical practices such as redlining, where certain neighborhoods were marked as hazardous, often denying access to low-cost home lending to minority groups residing in these areas. 168) Cloud Kicks is planning to automate its customer service chat using natural language processing. According to Salesforce’s Trusted AI principles, how should this be disclosed to the customer? A) They do not need to be informed they are chatting with AI. B) Inform the customer that they are chatting with AI when they request a live agent. C) Inform them at the beginning of the interaction that they are chatting with AI. R: C Nota: This allows customer to understand the context of their interaction and sets appropriate expectations. 169) Cloud Kicks wants to implement AI features within its CRM system. They expressed concerns about the quality of their existing data. What advice should be given to them regarding the importance of data quality for AI implementations? A) Assessing data quality is only necessary for large datasets. B) AI systems can handle any data inaccuracies. C) Assessing and improving data quality is crucial for accurate AI predictions and insights. R: C Nota: High-quality data is essential for AI systems as it directly impacts the accuracy and reliability of AI- driven predictions and insights. 170) What role does data play in AI models? A) Data is used for training and testing AI models. B) Data is only used for validating AI models. C) Data is only used for testing AI models. R: A Nota: Training data is used to teach the AI model how to make predictions or decisions while testing data is used to evaluate the model’s performance and accuracy. 171) Which data quality dimension refers to the frequency and timeliness of data updates? A) Data Source B) Data Freshness C) Data Leakage R: B Nota: Data freshness refers to how up to date or current the data is, which includes the frequency and timeliness of data updates. 172) A Salesforce consultant is considering the data sets to use for training AI models for a project on the Customer 360 platform. What should be considered when selecting the data sets for the AI models? A) Duplication, accuracy, consistency, storage location and usage of the data sets B) Age, completeness, consistency, theme, duplication and usage of the data sets C) Age, completeness, accuracy, consistency, duplication and usage of the data sets R: C Nota: These are the key elements/components of data quality that are crucial when selecting data sets for AI models. 173) 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) Prioritize active leads quarterly. B) Review and update missing lead information. C) Redesign the lead conversion process. R: B 174) What are the potential consequences of an organization suffering from poor data quality? A) Revenue loss, poor customer service, and reputational damage B) Low employee morale, stock devaluation, and inability to attract top talent C) Technical debt, monolithic system architecture, and slow ETL throughput R: A 175) 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 AI that can be applied in Salesforce C) Different types of automation tools used in Salesforce R: B 176) What is one technique to mitigate bias and ensure fairness in AI applications? A) Excluding data features from the AI application to benefit a population B) Ongoing auditing and monitoring of data that is used in Al applications C) Using data that contains more examples of minority groups than majority groups R: B 177) In the context of Salesforce's Trusted AI Principles, what does the principle of Responsibility primarily focus on? A) Providing a framework for data model accuracy B) Outlining the technical specifications for Al integration C) Ensuring ethical use of Al R: C 178) A business analyst (BA) is preparing a new use case for AI. 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 R: C 179) 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) Consistency B) Performance C) Volume R: A 180) What is a sensitive variable that can lead to bias? A) Country B) Education level C) Gender R: C 181) 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 ability to access data from multiple sources in real time C) The process of aggregating multiple datasets from various databases R: A 182) Cloud Kicks wants to evaluate its data quality to ensure accurate and up-to- date records. Which type of records negatively impact data quality? A) Complete B) Structured C) Duplicate R: C

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