Salesforce Certified AI Associate - Question Set.docx

Question \#1 **Which type of bias imposes a system\'s values on others?** A. Association [B. Automation] C. Societal Question \#2 **A sales manager wants to improve their processes using AI in Salesforce.** **Which application of AI would be most beneficial?** [A.] [Lead scoring and opportun...

Question \#1 **Which type of bias imposes a system\'s values on others?** A. Association [B. Automation] C. Societal Question \#2 **A sales manager wants to improve their processes using AI in Salesforce.** **Which application of AI would be most beneficial?** [A.] [Lead scoring and opportunity forecasting] B. Data modeling and management C. Sales dashboards and reporting Question \#3 **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 Question \#4 **What are the key components of the data quality standard?** [A. Accuracy, Completeness, Consistency] B. Reviewing, Updating, Archiving C. Naming, Formatting, Monitoring Question \#5 **What is the role of Salesforce\'s Trusted AI Principles in the context of CRM systems?** A. Outlining the technical specifications for AI integration B. Providing a framework for AI data model accuracy [C. Guiding ethical and responsible use of AI] Question \#6 **What is a benefit of data quality and transparency as it pertains to bias in generative AI?** A. Chances of bias are aggravated. B. Chances of bias are removed. [C. Chances of bias are mitigated.] Question \#7 **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] Question \#8 **How does AI within CRM help sales representatives better understand previous customer interactions?** A. Creates, localizes, and translates product descriptions [B. Provides call summaries] C. Triggers personalized service replies Question \#9 **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 Question \#10 **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 Question \#11 **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. Question \#12 **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 Question \#13 **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. Question \#14 **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 Question \#15 **Which best describes the difference between predictive AI and generative AI?** A. Predictive AI and generative AI have the same capabilities but differ in the type of input they receive; predictive AI receives raw data whereas generative AI receives natural language. B. Predictive AI uses machine learning to classify or predict outputs from its input data whereas generative AI does not use machine learning to generate its output. [C. Predictive AI uses machine learning to classify or predict outputs from its input data whereas generative AI uses machine learning to generate new and original output for a given input.] Question \#16 **What is machine learning?** A. A data model used in Salesforce [B. AI that can grow its intelligence] C. AI that creates new content Question \#17 **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 Question \#18 **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.] Question \#19 **Cloud Kicks wants to use AI to enhance its sales processes and customer support.** **Which capability should they use?** A. Sales Path and Automated Case Escalations [B. Einstein Lead Scoring and Case Classification] C. Dashboard of Current Leads and Cases Question \#20 **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 Question \#21 **Which Einstein capability uses emails to create content for Knowledge articles?** A. Predict B. Discover [C. Generate] Question \#22 **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] Question \#23 **How does a** **data quality assessment impact business outcomes for companies using AI?** [A. Provides a benchmark for AI predictions] B. Accelerates the delivery of new AI solutions C. Improves the speed of AI recommendations Question \#24 **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] Question \#25 **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 Question \#26 **Cloud Kicks wants to develop a solution to predict customers' product interests based on historical data. The company found that employees from one region use a text field to capture the product category, while employees from all other locations use a picklist.** **Which dimension of data quality is affected in this scenario?** A. Accuracy B. Completeness [C. Consistency] Question \#27 **A marketing manager wants to use AI to better engage their customers.** **Which functionality provides the best solution?** A. Bring Your Own Model B. Journey Optimization [C. Einstein Engagement] Question \#28 **Which action should be taken to develop and implement trusted generative AI with Salesforce\'s safety guideline in mind?** A. Be transparent when AI has created and autonomously delivered content. B. Develop right-sized models to reduce our carbon footprint. [C. Create guardrails that mitigate toxicity and protect PII.] Question \#29 **Cloud Kicks learns of complaints from customers who are receiving too many sales calls and emails.** **Which data quality dimension should be assessed to reduce these communication inefficiencies?** [A. Duplication] B. Consent C. Usage Question \#30 **What is a potential outcome of using poor-quality data in AI applications?** [A. AI models may produce biased or erroneous results.] B. AI models become more interpretable. C. AI model training becomes slower and less efficient. Question \#31 **What role does data quality play in the ethical use of AI applications?** [A. High-quality data is essential for ensuring unbiased and fair AI decisions, promoting ethical use, and preventing discrimination.] B. Low-quality data reduces the risk of unintended bias as the data is not overfitted to demographic groups. C. High-quality data ensures the presence of demographic attributes required for personalized campaigns. Question \#32 **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?** [A. Natural language processing] B. Predictive analytics C. Computer vision Question \#33 **Which data does Salesforce automatically exclude from Marketing Cloud Einstein engagement model training to mitigate bias and ethical risks?** A. Cryptographic B. Geographic [C. Demographic] Question \#34 **Which statement exemplifies Salesforce\'s honesty guideline when training AI models?** A. Control bias, toxicity, and harmful content with embedded guardrails and guidance. [B. Ensure appropriate consent and transparency when using AI- generated responses.] C. Minimize the AI model\'s carbon footprint and environmental impact during training. Question \#35 **What are some of the ethical challenges associated with AI development?** A. Implicit transparency of AI systems, which makes it easy for users to understand and trust their decisions [B. Potential for human bias in machine learning algorithms and the lack of transparency in AI decision-making processes] C. Inherent neutrality of AI systems, which eliminates any potential for human bias in decision-making Question \#36 **What is one way to achieve transparency in AI?** [A. Allow users to give feedback regarding the inferences the AI makes about them.] B. Establish an ethical and unbiased culture amongst those involved. C. Communicate AI goals and objectives with those involved prior to all interactions. Question \#37 **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. Age B. Duplication [C. Consistency] Question \#38 **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 applying data retention policies C. By reducing how many attributes are collected Question \#39 **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. Reduced need for healthcare expertise in interpreting AI outputs C. Ensured compatibility of AI algorithms with the system\'s infrastructure Question \#40 **What is a sensitive variable that can lead to bias?** A. Country [B. Gender] C. Education level Question \#41 **What is a benefit of a diverse, balanced, and large dataset?** A. Training time [B. Model accuracy] C. Data privacy Question \#42 **Which features of Einstein enhance sales efficiency and effectiveness?** [A. Opportunity Scoring, Lead Scoring, Account Insights] B. Opportunity List View, Lead List View, Account List view C. Opportunity Scoring, Opportunity List View, Opportunity Dashboard Question \#43 **How does an organization benefit from using AI to personalize the shopping experience of online customers?** A. Customers are more likely to visit competitor sites that personalize their experience. B. Customers are more likely to share personal information with a site that personalizes their experience. [C. Customers are more likely to be satisfied with their shopping experience.] Question \#44 **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. Size of the dataset B. Number of variables in the dataset [C. Age of the dataset] Question \#45 **What should organizations do to ensure data quality for their AI initiatives?** A. Prioritize model fine-tuning over data quality improvements. [B. Collect and curate high-quality data from reliable sources.] C. Rely on AI algorithms to automatically handle data quality issues. Question \#46 **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 Question \#47 **To avoid introducing unintended bias to an AI model, which type of data should be omitted?** [A. Demographic] B. Transactional C. Engagement Question \#48 **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 Question \#49 **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 Question \#50 **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. Question \#51 **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 Question \#52 **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. Question \#53 **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 Question \#54 **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.] Question \#55 **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] Question \#56 **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] Question \#57 **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 Question \#58 **Which type of bias results from data being labeled according to stereotypes?** A. Societal [B. Association] C. Interaction Question \#59 **Salesforce defines bias as using a person\'s immutable traits to classify them or market to them.** **Which potentially sensitive attribute is an example of an immutable trait?** A. Email address B. Nickname [C. Financial status] Question \#60 **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.] Question \#61 **What is a possible outcome of poor data quality?** A. AI models maintain accuracy but have slower response times. B. AI predictions become more focused and less robust. [C. Biases in data can be inadvertently learned and amplified by AI systems.] Question \#62 **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. Number [C. Picklist] Question \#63 **What is an implication of user consent in regard to AI data privacy?** A. AI ensures complete data privacy by automatically obtaining user consent. B. AI operates independently of user privacy and consent. [C. AI infringes on privacy when user consent is not obtained.] Question \#64 **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. Determine data availability.] B. Determine data outcomes. C. Remove biased data. Question \#65 **Cloud Kicks implements a new product recommendation feature for its shoppers that recommends shoes of a given color to display to customers based on the color of the products from their purchase history.** **Which type of bias is most likely to be encountered in this scenario?** A. Survivorship B. Societal [C. Confirmation] Question \#66 **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 Question \#67 **How is natural language processing (NLP) used in the context of AI capabilities?** [A. To understand and generate human language] B. To interpret and understand programming language C. To cleanse and prepare data for AI implementations Question \#68 **What are the three commonly used examples of AI in CRM?** [A. Predictive scoring, forecasting, recommendations] B. Einstein Bots, face recognition, recommendations C. Predictive scoring, reporting, image classification Question \#69 **Cloud Kicks is testing a new AI model.** **Which approach aligns with Salesforce\'s Trusted AI Principle of Inclusivity?** A. Rely on a development team with uniform backgrounds to assess the potential societal implications of the model. [B. Test with diverse and representative datasets appropriate for how the model will be used.] C. Test only with data from a specific region or demographic to limit the risk of data leaks. Question \#70 **Cloud Kicks relies on data analysis to optimize its product recommendations; 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 diversity of product recommendations is improved. B. The response time for product recommendations is stalled. [C. The accuracy of product recommendations is hindered.] Question \#71 **Cloud Kicks wants to use Einstein Prediction Builder to determine a customer\'s likelihood of buying specific products; however, data quality is a concern.** **How can data quality be assessed quickly?** A. Build a Data Management Strategy. B. Run reports to explore the data quality. [C. Leverage data quality apps from AppExchange.] Question \#72 **Which type of AI can enhance customer service agents\' email responses by analyzing the written content of previous emails?** A. Deep learning [B. Natural language processing] C. Machine learning Question \#73 **What is a benefit of a diverse, balanced, and large dataset?** A. Model trainability B. Model complexity [C. Model accuracy] Question \#74 **What are predictive analytics, machine learning, natural language processing (NLP), and computer vision?** [A. Different types of AI that can be applied in Salesforce] B. Different types of automation tools used in Salesforce C. Different types of data models used in Salesforce Question \#75 **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. Using data that contains more examples of minority groups than majority groups [C. Ongoing auditing and monitoring of data that is used in AI applications] Question \#76 **Cloud Kicks plans to use automated chat as its primary support channel.** **Which Einstein feature should they use?** A. Next Best Action [B. Bots] C. Discovery Question \#77 **In the context of Salesforce\'s Trusted AI Principles, what does the principle of Responsibility primarily focus on?** [A. Ensuring ethical use of AI] B. Outlining the technical specifications for AI integration C. Providing a framework for data model accuracy Question \#78 **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 Question \#79 **Cloud Kicks\' latest email campaign is struggling to attract new customers.** **How can AI increase the company\'s customer email engagement?** A. Remove invalid email addresses B. Resend emails to inactive recipients [C. Create personalized emails] Question \#80 **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. Structured B. Complete [C. Duplicate] Question \#81 **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. Volume [B. Consistency] C. Performance Question \#82 **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. Usage B. Duplication [C. Completeness] Question \#83 **A sales manager is looking to enhance the quality of lead data in their CRM system.** **Which process will most likely help the team accomplish this goal?** A. Redesign the lead conversion process. [B. Review and update missing lead information.] C. Prioritize active leads quarterly. Question \#84 **What is the significance of explainability of trusted AI systems?** A. Enhances the security and accuracy of AI models [B. Describes how AI models make decisions] C. Increases the complexity of AI models Question \#85 **What does the term \"data completeness\" refer to in the context of data quality?** [A. The degree to which all required data points are present in the dataset] B. The process of aggregating multiple datasets from various databases C. The ability to access data from multiple sources in real time END *Biases in AI Systems* **Association Bias** Data that is labelled according to stereotypes. Ex: search \'toys for girls\' and you get cooking toys, dolls, princesses, and \'toys for boys\' resulted in action figures, construction sets, video games. **Confirmation Bias** Labels data based on preconceived ideas, reinforcing stereotypes. Ex: recommendation system doesn\'t recommend video games in \'toys for girls\' searches, therefore reducing the likelihood of girls buying video games, further reinforcing the stereotype. **Automation Bias** Imposes a system\'s values on others. Ex: AI system using white beauty standard to judge women of color. **Societal Bias** Reproduces the results of past prejudice toward historically marginalized groups. Ex: based on zip codes, which can be a proxy for race, to make final decisions. **Survival (Survivorship) Bias** When the system is trained only on successful (surviving) outcomes, ignoring data on failed instances, leading to overly optimistic, biased decision-making. Ex: AI predict which startups will succeed, but only be trained on data of successful startups. **Interaction Bias** Bias created from human interaction with AI system. Ex: human teaching chatbot bad languages. +-----------------------+-----------------------+-----------------------+ | **Data Quality | **Description** | **How to Assess It** | | Dimension** | | | +=======================+=======================+=======================+ | Age | The last time each | Run a report on the | | | record was updated | Last Modified Date of | | | | records. | +-----------------------+-----------------------+-----------------------+ | Completeness | Assure that important | Run a report that | | | fields are filled | shows the percentage | | | | of blanks for | | | | required fields. | | | | | | | | Use a data quality | | | | app from AppExchange. | +-----------------------+-----------------------+-----------------------+ | Accuracy | The accuracy of the | Install a data | | | data (collated with | quality app from | | | trusted sources) | AppExchange | +-----------------------+-----------------------+-----------------------+ | Consistency | Consistent format, | Run a report to show | | | spelling and language | the values used for | | | across all records | date, currency, | | | | state, country, | | | | region, and language | | | | fields | +-----------------------+-----------------------+-----------------------+ | Duplication | Duplicate data | Use the Duplicate | | | | Management features | | | | in Salesforce and | | | | install a duplicate | | | | detection app from | | | | AppExchange. | +-----------------------+-----------------------+-----------------------+ | Usage | Is data being used in | Review the available | | | reports, dashboards | tools and resources | | | and apps? | your business uses | +-----------------------+-----------------------+-----------------------+