SALESFORCE AI ASSOCIATE SU23

Cloud Kicks learns of complaints from customers who are receiving too many sales calls and emails.
Which data quality dimension should be assessed to reduce these communication Inefficiencies?

A. Duplication

B. Usage

C. Consen

Correct Answer: A

A financial institution plans a campaign for preapproved credit cards? How should they implement
Salesforce's Trusted AI Principle of Transparency?
A. Communicate how risk factors such as credit score can impact customer eligibility.

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

C. Incorporate customer feedback into the model's continuous

training. Correct Answer: B

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

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

B. High-quality data improves the reliability and credibility of Al-driven decisions, fostering
trust among users.

C. Low-quality data reduces the risk of overfitting the model, improving the trustworthiness of
the predictions
Correct Answer: B

Cloud Kicks is testing a new AI model. Which approach aligns with Salesforce's Trusted AI Principle of
Incluslvity?

A. Test only with data from a specific region or demographic to limit the risk of data leaks.

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

societal implications of the model.

C. Test with diverse and representative datasets appropriate for how the model will be used.

Correct Answer: C

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

A. By limiting how many people have access to data

B. By reducing how many attributes are collected

C. By applying data retention

policies Correct Answer: A

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

A. Transactional

B. Engagement

C. Demographic
Correct Answer: C

What are the key components of the data quality standard?

A. Reviewing, Updating, Archiving

B. Naming, formatting, Monitoring

C. Accuracy, Completeness, Consistency

Correct Answer: C

What is machine learning?

A. AI that can grow its intelligence

B. AI that creates new content

C. A data model used in Salesforce

Correct Answer: C
Salesforce defines bias as using a person's Immutable traits to classify them or market to them.
Which potentially sensitive attribute is an example of an immutable trait?

A. Financial status

B. Nickname

C. Email address
Correct Answer: A

An administrator at Cloud Kicks wants to ensure that a field is set up on the customer record so their
preferred name can be captured. Which Salesforce field type should the administrator use to
accomplish this?

A. Multi-Select Picklist

B. Text

C. Rich Text Area

Correct Answer:

What is the best method to safeguard customer data privacy?

A. Automatically anonymize all customer data.

B. Track customer data consent preferences.

C. Archive customer data on a recurring

schedule. Correct Answer: B

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

A. Increased brand loyalty

B. Higher customer acquisition costs

C. Improved customer trust and satisfaction

Correct Answer: C
What is a potential outcome of using poor-quality data in AI application?

A. AI model training becomes slower and less efficient

B. AI models may produce biased or erroneous results.

C. AI models become more

interpretable Correct Answer: B

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

datasets. Which Salesforce Trusted AI Principles is being practiced>

A. Transparency

B. Inclusivity

C. Accountability

Correct Answer:

How is natural language processing (NLP) used in the context of AI capabilities?

A. To cleanse and prepare data for AI implementations

B. To interpret and understand programming language

C. To understand and generate human language

Correct Answer: C

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

A. Deep learning

B. Natural language processing

C. Hallucinations

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

How can Customers benefit from CRM with generative AI?

A. Get a consistent experience across all channels of engagement

B. Get suggestions about product not to purchase

C. Get advice on reducing license

cost Explanation:

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

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

A. Accuracy
B. Accountable

C. Sustainable

Explanation:

Salesforce’s Trusted AI Principles

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

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

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

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

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

A. Accuracy

B. Accountable

C. Transparent

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

A. Accurate & Accountable

B. Managed & Sustainable

C. Responsible & Inclusive

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

A. Automated spam emails

B. Encouraging unhealthy habits

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

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

Which of the following is a Data Quality Dimension?

A. Naming Convention

B. Completeness

C. Formatting

What is AI Hallucination?

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

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

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

What is the primary goal of generative AI?

A. Classifying images

B. Generating new data that is similar to existing data

C. Solving mathematical equations

How can generative AI be applied in CRM systems?

A. By automating the entire customer service department

B. By generating random customer complaints for practice

C. By generating personalized responses and content for customer interactions

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

A. Generating more marketing emails

B. Reducing the need for human customer support agents

C. Increasing customer wait times

How does generative AI contribute to personalization in CRM?

A. By sending generic responses to customer inquiries

B. By generating random customer names in emails

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

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

A. None, as AI is inherently ethical

B. Data privacy, bias, and transparency

C. Making all customer interactions completely automated

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

A. To confuse customers with incomprehensible responses

B. To improve customer engagement and increase sales

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

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

A. Improved customer satisfaction

B. Unfair or biased customer interactions

C. Reduced AI model complexity

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

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

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

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

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

A. It can make the AI model less accurate

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

customer inquiries

C. It increases the likelihood of data hallucination

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

A. Implementing stricter data privacy policies

B. Ensuring diverse and representative training data

C. Reducing customer engagement to minimize potential bias

What is the primary goal of incorporating AI into Salesforce?

A. To reduce customer engagement

B. To enhance customer relationship management

C. To eliminate the need for human agents

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

B. Salesforce Marketing Cloud

C. Salesforce Einstein

What is the purpose of Salesforce Einstein Discovery?

A. To create advanced AI models from scratch

B. To predict customer behavior based on historical data

C. To automate email marketing campaigns

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

A. To forecast future sales opportunities

B. To categorize customer support tickets

C. To design email templates

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

A. Reducing the need for marketing teams

B. Improving lead conversion rates and campaign effectiveness

C. Automatically sending emails to all leads

Salesforce AI Associate Certification Practice
Questions
1. 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

Answer: b) Safeguarding human rights and data protection

2. 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

Answer: b) Augmenting human capabilities with AI

3. What is the primary concern when dealing with ‘Algorithmic

Bias’ in Salesforce AI?
a) Speed of algorithms

b) Cost of algorithms

c) Equitable treatment by AI systems

d) Open-source algorithms

Answer: c) Equitable treatment by AI systems

4. In the context of Salesforce AI, what does

‘Transparency’ emphasize?
a) Making AI systems visually appealing

b) Ensuring users understand the reasoning behind AI-driven recommendations

c) Making AI systems faster

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

5. Which Salesforce feature emphasizes the importance of AI being

paired with human ability?
a) Empowering

b) Transparent

c) Accountable

d) Inclusive

Answer: a) Empowering

6 Which of the following is a key consideration when implementing

AI in Salesforce for improving sales forecasting?
1. a) The color scheme of the Salesforce dashboard

2. b) The number of users in the Salesforce system

3. c) The quality and consistency of historical sales data

4. d) The logo design of the company

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

7. Which of the following is NOT a Salesforce AI product?
a) Einstein Analytics

b) Salesforce Cloud

c) Einstein Voice

d) Einstein Prediction Builder

Answer: b) Salesforce Cloud

8. 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

Answer: b) By providing real-time insights and predictive analytics to optimize

sales strategies
9. 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

Answer: b) Integrating AI predictions with legacy CRM systems

[Link] 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

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

[Link] 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

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

[Link] 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

Answer: c) Correcting, removing, or handling corrupted, misformatted, or

incomplete data

[Link] 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

Answer: c) AI-driven chatbots in Salesforce for customer service automation

[Link] 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

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

articles and solutions

[Link] 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

Answer: a) A tool for creating custom AI models in Salesforce without code

[Link] 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

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

customer experiences

[Link] 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

Answer: b) Einstein Discovery offers insights and recommendations based on data,

while Einstein Analytics provides a platform for creating interactive dashboards and
reports

[Link] 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

Answer: a) Einstein Vision deals with image recognition, while Einstein Prediction
focuses on forecasting business outcomes

[Link] 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.

Answer: b) Using Einstein Prediction Builder to create custom AI models without

coding.

[Link] 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.

Answer: b) Using Einstein Anomaly Detection to automatically identify unusual

patterns in data.

Written by Shivam Parmar