What is the key difference between generative and predictive AI?
Generative AI creates new content based on existing data and predictive AI analyzes existing data.
Generative AI finds content similar to existing data and predictive AI analyzes existing data.
Generative AI analyzes existing data and predictive AI creates new content based on existing data.
Cloud Kicks wants to ensure that multiple records for the same customer are removed in Salesforce.
Which feature should be used to accomplish this?
Standardized field names Duplicate management Trigger deletion of old records.
In the context of generative AI in CRM, what does “data cleansing” refer to?
The practice of enhancing data quality by removing errors and inconsistencies The AI’s ability to create entirely new customer profiles
The process of deleting all customer data for privacy reasons
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What is an implication of user consent in regard to AI data privacy? AI ensures complete data privacy by automatically obtaining user consent.
AI operates Independently of user privacy and consent. AI infringes on privacy when user consent is not obtained.
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?
Payment Due Date Loan Date Postal Code.
Which statement exemplifies Salesforces honesty guideline when training AI models? Ensure appropriate consent and transparency when using AI-generated responses. Control bias, toxicity, and harmful content with embedded guardrails and guidance. Minimize the AI models carbon footprint and environment impact during training.
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What ethical considerations should be taken into account when using generative AI in CRM?
Making all customer interactions completely automated.
None, as AI is inherently ethical. Data privacy, bias, and transparency.
What role does data play in AI models?
Data is used for training and testing AI models. Data is only used for testing AI models. Data is only used for validating AI models.
How is natural language processing (NLP) used in the context of AI capabilities? To cleanse and prepare data for AI implementations To interpret and understand programming language To understand and generate human language.
Which of the following is one of the Salesforce’s Trusted AI Principles? Accountable Accuracy Sustainable.
A financial institution plans a campaign for preapproved credit cards?
How should they implement Salesforce's Trusted AI Principle of Transparency? Flag sensitive variables and their proxies to prevent discriminatory lending practices. Communicate how risk factors such as credit score can impact customer eligibility. Incorporate customer feedback into the model's continuous training.
What is the primary goal of generative AI? Classifying images Solving mathematical equations Generating new data that is similar to existing data.
A marketing manager wants to use AI to better engage their customers.
Which functionality provides the best solution? Einstein Engagement Bring Your Own Model Journey Optimization.
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? Duplication Usage Consent.
What is a key characteristic of machine learning in the context of AI capabilities? Can perfectly mimic human intelligence and decision-making Uses algorithms to learn from data and make decisions Relies on preprogrammed rules to make decisions.
Which data quality dimension refers to the frequency and timeliness of data updates? Data source. Data freshness. Data Leakage.
How does data quality impact the trustworthiness of Al-driven decisions? Low-quality data reduces the risk of overfitting the model, improving the trustworthiness of the predictions. High-quality data improves the reliability and credibility of Al-driven decisions, fostering trust among users. The use of both low-quality and high-quality data can improve the accuracy and reliability of AI- driven decisions.
What is an example of ethical debt? Violating a data privacy law and falling to pay fines Delaying an AI product launch to retrain an AI data model Launching an AI feature after discovering a harmful bias.
What is an example of Salesforce's Trusted AI Principle of Inclusivity in practice? Testing models with diverse datasets Working with human rights experts Striving for model explain ability.
What are the three commonly used examples of AI in CRM? Predictive scoring, reporting, Image classification Einstein Bots, face recognition, recommendations Predictive scoring, forecasting, recommendations.
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? Eliminates the need for data governance. Reduces the amount of data in the CRM system. Emphasizes the importance of data quality.
What is a benefit of a diverse, balanced, and large dataset? Training time Data privacy Model accuracy.
To avoid introducing unintended bias to an AI model, which type of data should be omitted? Transactional Demographic Engagement.
What is AI Hallucination? AI systems begin to perceive and interact with fictional and fantastical entities in their virtual worlds A confident response by an AI that does not seem to be justified by its training data AI systems start exhibiting behaviors reminiscent of characters from classic literature.
What are some of the ethical challenges associated with AI development?
Inherent neutrality of AI systems, which eliminates any potential for human bias in decision- making Implicit transparency of AI systems, which makes It easy for users to understand and trust their decisions Potential for human bias in machine learning algorithms and the lack of transparency in AI decision-making processes.
Cloud kicks wants to decrease the workload for its customer care agents by implementing a chatbot on its website that partially deflects incoming cases by answering frequency asked questions
Which field of AI is most suitable for this scenario?
Predictive analytics Natural language processing Computer vision.
Cloud Kicks is planning to automate its customer services chat using natural language processing.
According to Salesforce's Trusted AI principles, how should this be disclosed to the customer? Inform them at the beginning of the interaction that they are chatting with AI. They do not need to be informed the are chatting with AI. Inform the customer that they are chatting with AI when they request a live agent.
How can Customers benefit from CRM with generative AI?
Get suggestions about product not to purchase Get advice on reducing license cost Get a consistent experience across all channels of engagement.
In the context of Salesforce's Trusted AI Principles what does the principle of Empowerment primarily aim to achieve? Empower users to off all skill level to build AI application with clicks, not code. Empower users to solve challenging technical problems using neural networks. Empower users to contribute to the growing body of knowledge of leading AI research.
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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? The response time for product recommendations is stalled. The accuracy of product recommendations is hindered. The diversity of product recommendations Is Improved.
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? Generative AI Predictive AI Narrow AI.
How can high-quality training data benefit generative AI in CRM? It enables the AI model to provide more relevant and context-aware responses to customer inquiries It can make the AI model less accurate It increases the likelihood of data hallucination.
Cloud Kicks is testing a new AI model.
Which approach aligns with Salesforce's Trusted AI Principle of Incluslvity? Test with diverse and representative datasets appropriate for how the model will be used. Test only with data from a specific region or demographic to limit the risk of data leaks. Rely on a development team with uniform backgrounds to assess the potential societal implications of the model.
How does an organization benefit from using AI to personalize the shopping experience of online customers? Customers are more likely to be satisfied with their shopping experience. Customers are more likely to share personal information with a site that personalizes their experience. Customers are more likely to visit competitor sites that personalize their experience.
Which features of Einstein enhance sales efficiency and effectiveness? Opportunity Scoring, Lead Scoring, Account Insights Opportunity List View, Lead List View, Account List view Opportunity Scoring, Opportunity List View, Opportunity Dashboard.
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?
Ensured compatibility of AI algorithms with the system's Infrastructure Enhanced accuracy and reliability of medical predictions and diagnoses Reduced need for healthcare expertise in interpreting AI outputs.
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?
Completeness Consistency Accuracy.
A consultant conducts a series of Consequence Scanning workshops to support testing diverse datasets.
Which Salesforce Trusted AI Principles is being practiced? Accountability Inclusivity Transparency.
Cloud Kicks wants to implement AI features within its CRM system.
They have 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?
Assessing data quality is only necessary for large datasets. Assessing and improving data quality is crucial for accurate AI predictions and insights. AI systems can handle any data inaccuracies.
What is a key benefit of effective interaction between humans and AI systems? Reduces the need for human involvement. Alerts humans to the presence of biased data. Leads to more informed and balanced decision making.
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? Nickname Email address Financial status.
Which of the following is a factor that can determine the quality of data used for training AI models? Data Compatibility Duplicate Records Data Volume.
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?
Multi-Select Picklist Rich Text Area Text.
What is the key benefit of using Salesforce Einstein for predictive analytics in marketing? Improving lead conversion rates and campaign effectiveness Automatically sending emails to all leads Reducing the need for marketing teams.
What is the primary benefit of using generative AI in CRM for customer support? Generating more marketing emails Reducing the need for human customer support agents Increasing customer wait times.
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?
Duplication, accuracy, consistency, storage location and usage of the data sets Age, completeness, accuracy, consistency, duplication, and usage of the data sets Age, completeness, consistency, theme, duplication, and usage of the data sets.
Which of the following in one of the five guidelines Salesforce is using to guide the development of trusted
generative AI? Accuracy Transparent Accountable.
What are the three main types of AI capabilities in Salesforce? Predictive, Generative, Analytic Predictive, Reactive, Analytic Generative, Descriptive, Analytic.
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? Survivorship Societal Confirmation.
How does generative AI contribute to personalization in CRM? By sending generic responses to customer inquiries By creating tailored product recommendations and content for each customer By generating random customer names in emails.
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? An explanation of how Prediction Builder works and a link to Salesforce's Trusted AI Principles An explanation of the prediction's rationale and a model card that describes how the model was created A marketing article of the product that clearly outlines the product's capabilities and features.
Which of the following is one of the perceived risks of real-time personalization in marketing? Data being collected, shared, or used in unanticipated ways Encouraging unhealthy habits Automated spam emails.
Which of the following is a milestone in Ethical AI Practice Maturity Model? Accurate & Accountable Responsible & Inclusive Managed & Sustainable.
What are some key benefits of AI in improving customer experiences in CRM? Improves CRM security protocols, safeguarding sensitive customer data from potential breaches and
threats Streamlines case management by categorizing and tracking customer support cases, identifying topics, and summarizing case resolutions Fully automates the customer service experience, ensuring seamless automated interactions with customers.
Which type of bias results from data being labeled according to stereotypes? Interaction Association Societal.
What is the best method to safeguard customer data privacy? Archive customer data on a recurring schedule. Track customer data consent
preferences. Automatically anonymize all customer data.
What is one approach to mitigating bias in generative AI CRM models? Reducing customer engagement to minimize potential bias Ensuring diverse and representative training data Implementing stricter data privacy policies.
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? Determine data outcomes. Remove biased data. Determine data availability.
What is a sensitive variable that car esc to bias? Country Gender Education level.
What is a key benefit of implementing AI in a CRM system? Reduced data governance Improved platform speed
Enhanced customer support
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What is a possible outcome of poor data quality? AI models maintain accuracy but have slower response times. AI predictions become more focused and less robust. Biases in data can be inadvertently learned and amplified by AI systems.
Which Einstein capability uses emails to create content for Knowledge articles? Discover Predict Generate.
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? Duplication Age Consistency.
What can bias in AI algorithms in CRM lead to? Ethical challenges in CRM systems Advertising cost increases Personalization and target marketing changes.
A Salesforce administrator creates a new field to capture an order's destination country.
Which field type should they use to ensure data quality? Text Picklist Number.
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? Age of the dataset Number of variables in the dataset Size of the dataset.
Cloud Kicks discovered multiple variations of state and country values in contact records.
Which data quality dimension is affected by this issue?
Consistency Accuracy Usage.
What is the main focus of the Accountability principle in Salesforce's Trusted AI Principles?
Taking responsibility for one's actions toward customers, partners, and society Safeguarding fundamental human rights and protecting sensitive data Ensuring transparency In Al-driven recommendations and predictions.
Which Salesforce AI application is recommended to enhance sales processes? Einstein Voice Einstein Prediction Builder Einstein Lead Scoring.
How does the "right of least privilege" reduce the risk of handling sensitive personal data?
By reducing how many attributes are collected By limiting how many people have access to data By applying data retention policies.
What is machine learning? AI that creates new content AI that can grow its intelligence A data model used in Salesforce.
Which of the following is a common concern about Generative AI? Hallucinations Natural language processing Deep learning.
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 Lack of technical skills in the team High cost of AI implementations Difficulty in interpreting AI decisions.
How can generative AI be applied in CRM systems? By automating the entire customer service department By generating random customer complaints for practice By generating personalized responses and content for customer interactions.
Which of the following is a Data Quality Dimention?
Formatting Naming Convention
Completeness.
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? Integrate AI models that auto-correct biased data. Implement Salesforce's Trusted AI Principles. Use demographic data to identify minority groups.
What should organizations do to ensure data quality for their AI initiatives?
Collect and curate high-quality data from reliable sources. Rely on AI algorithms to automatically handle data quality issues. Prioritize model fine-tuning over data quality improvements.
What is the potential consequence of using low-quality or biased training data in generative AI for CRM? Reduced AI model complexity Improved customer satisfaction Unfair or biased customer interactions.
What is the main goal of integrating generative AI into CRM systems for sales and marketing? To replace the sales team with AI-generated sales pitches To confuse customers with incomprehensible responses To improve customer engagement and increase sales.
A service leader wants to use AI to help customers resolve their issues quicker in a guided self-serve application.
Which Einstein functionality provides the best solution? Case Classification Bots Recommendation.
Why is it critical to consider privacy concerns when deadling with AI and CRM data? Ensures compliance with laws and regulations Confirms the data is accessible to all users Increases the volume of data collected.
Which action should be taken to develop and implement trusted generative AI with Salesforce´s safety guideline in mind? Develop right-sized models to reduce our carbon footprint Create guardrails that mitigate toxicity and protect PII Be transparent when AI has created and autonomously delivered content.
What is a potential source of bias in training data for AI models? The data is collected in real time from source systems The data is skewed toward a particular demographic or source The data is collected from a diverse range os sources and demographics.
Cloud Kicks wants to use Einstein Prediction Builder to determine a customer´s likelihood of buying specific products; however, data quality is....
How can data quality be assessed quickly? Build a Data Management Strategy Run reports to explore the data quality Leverage data quality apps from AppExchange.
What should be done to prevent bias from entering an AI system when training it? Use alternative assumptions Import diverse training data Include proxy variables.
What is a key consideration regarding data quality in AI implementations? Techniques for customizing AI features in Salesforce Data´s role in training and fine-tuning Salesforce AI models Integration process of AI models with Salesforce workflows.
Cloud Kicks wants to use AI to enhance its sales processes and customer support.
Which capability should they use? Dashboard of Current Leads and Cases Sales Path and Automated Case Escalations Einstein Lead Scoring and Case Classification.
Which statement exemplifies Salesforce´s honesty guideline when training AI models? Minimize the AI model´s carbon footprint and environmental impact during training Ensure appropiate consent and transparency when using AI-generated responses Control bias, toxicity, and harmful content with embedded guardrails and guidance.
What is a benefit of data quality and transparency as it pertains to bias in generative aI? Chances of bias are mitigated Chances of bias are aggravated Chances of bias are removed.
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? Sales data cleansing and customer support data governance Machine learning models and chatbot predictions Lead scoring, opportunity forecasting, and case classification.
Cloud Kicks uses Einstein to generate predictions but is not seeing accurate results.
What is a potential reason for this? Poor data quality The wrong product Too much data.
A data quality expert at Cloud Kicks wants to ensure that each new contactcontains at least an email address or phone number.
Which feature should they use to accomplish this? Autofill Duplicate matching rule Validation Rule.
A sales manager wants to improve their processes using AI in Salesforce.
Which application of AI would be most beneficial? Lead scoring and opportunity forecasting Sales dashboards and reporting Data modeling and management.
How does AI within CRM help sales representatives better understand previous customer interactions? Creates, localizes, and translates product descriptions Triggers personalized service replies Provides call summaries.
What is the most likely impact that high-quality data will have on customer relationships? Increased brand loyalty Higher customer acquisition costs Improved customer trust and satisfaction.
What are the key components of the data quality standard? Naming, Formatting, Monitoring Accuracy, Completeness, Consistency Reviewing, Updating, Archiving.
Which type of bias imposes a system´s values on others? Societal Automation Association.
What is the role of data quality in achieving AI business objetives? Data quality is unnecesary because AI can work with all data types Data quality is required to create accurate AI data insights Data quality is important for maintaining AI data storage limits.
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? Ethical AI Prediction Maturirty Model Ethical AI Process Maturity Model Ethical AI Practice Maturity Model.
How does a data quality assessment impact business outcomes for companies using AI? Improves the speed of AI recommendations Accelerates the delivery of new AI solutions Provides a benchmark for AI predictions.
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