2024

Salesforce
Salesforce-AI-Associate Exam
AI Associate

Questions & Answers

(Full Version)

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➢TOTAL QUESTIONS: 88

Question: 1
What is a benefit of a diverse, balanced, and large dataset?

A. Training time
B. Data privacy
C. Model accuracy

Answer: C
Explanation:

“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.”

Question: 2
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

Answer: B
Explanation:

“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.”

Question: 3

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?

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A. Remove biased data.

B. Determine data availability.
C. Determine data outcomes.

Answer: B
Explanation:

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.

Question: 4

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 outouts

Answer: A
Explanation:

“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.”

Question: 5
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

Answer: A
Explanation:

“Some of the ethical challenges associated with AI development are the potential for human bias in

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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.”

Question: 6

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

A. Usage
B. Accuracy
C. Consistency

Answer: C
Explanation:

“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.”

Question: 7
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

Answer: C
Explanation:

“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.”

Question: 8
What is an example of Salesforce's Trusted AI Principle of Inclusivity in practice?

A. Testing models with diverse datasets

B. Striving for model explain ability
C. Working with human rights experts

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Answer: A
Explanation:

“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.”

Question: 9

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

Answer: A
Explanation:

“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.”

Question: 10
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.

Answer: A
Explanation:

“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.”

Question: 11

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Which Einstein capability uses emails to create content for Knowledge articles?

A. Generate
B. Discover
C. Predict

Answer: A
Explanation:

“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.”

Question: 12
Which type of bias results from data being labeled according to stereotypes?

A. Association
B. Societal
C. Interaction

Answer: B
Explanation:

“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.”

Question: 13

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

Answer: A
Explanation:

“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.”

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Question: 14

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.

Answer: A
Explanation:

“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.”

Question: 15
What are some key benefits of AI in improving customer experiences in CRM?

A. Improves CRM security protocols, safeguarding sensitive customer data from potential breaches
and threats
B. Streamlines case management by categorizing and tracking customer support cases, identifying
topics, and summarizing case resolutions
C. Fully automates the customer service experience, ensuring seamless automated interactions with
customers

Answer: B
Explanation:

“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.”

Question: 16
How does an organization benefit from using AI to personalize the shopping experience of online
customers?

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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.

Answer: B
Explanation:

“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.”

Question: 17
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.

Answer: C
Explanation:

“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.”

Question: 18

Cloud Kicks wants to develop a solution to predict customers product interests based on historical
dat
a. 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 plckllst.
Which data quality dimension is affected in this scenario?
A. Completeness
B. Accuracy
C. Consistency

Answer: C

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Explanation:

“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.”

Question: 19

Cloud Kicks wants to implement AI features on its 5aiesforce Platform but has concerns about
potential ethical and privacy challenges.
What should they consider doing to minimize potential AI bias?

A. Integrate AI models that auto-correct biased data.

B. Implement Salesforce's Trusted AI Principles.
C. Use demographic data to identify minority groups.

Answer: B
Explanation:

“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.”

Question: 20
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

Answer: C
Explanation:

“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.”

Question: 21
Cloud Kicks implements a new product recommendation feature for its shoppers that recommends

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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. Confirmation
B. Survivorship
C. Societal

Answer: A
Explanation:

“Confirmation bias is most likely to be encountered in this scenario. Confirmation bias is a type of
bias that occurs when data or information confirms or supports one’s existing beliefs or expectations.
For example, confirmation bias can occur when a product recommendation feature only
recommends shoes of a given color based on the customer’s purchase history, without considering
other factors or preferences that may influence their choice.”

Question: 22
What is the main focus of the Accountability principle in Salesforce's Trusted AI Principles?

A. Safeguarding fundamental human rights and protecting sensitive data

B. Taking responsibility for one's actions toward customers, partners, and society
C. Ensuring transparency In Al-driven recommendations and predictions

Answer: B
Explanation:

“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.”

Question: 23
What is a sensitive variable that car esc to bias?

A. Education level
B. Country
C. Gender

Answer: C
Explanation:

“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.

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For example, gender is a sensitive variable because it can affect how people are perceived, treated,
or represented by AI systems.”

Question: 24

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

Answer: C
Explanation:

“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.”

Question: 25

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

Answer: B
Explanation:

“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.”

Question: 26

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. An explanation of the prediction's rationale and a model card that describes how the model was
created

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C. A marketing article of the product that clearly outlines the oroduct's capabilities and features

Answer: B
Explanation:

“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.”

Question: 27
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

Answer: A
Explanation:

“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.”

Question: 28
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.

Answer: B
Explanation:

“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.”

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Question: 29

What is the key difference between generative and predictive AI?

A. Generative AI creates new content based on existing data and predictive AI analyzes existing data.
B. Generative AI finds content similar to existing data and predictive AI analyzes existing data.
C. Generative AI analyzes existing data and predictive AI creates new content based on existing data.

Answer: A
Explanation:

“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.”

Question: 30
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

Answer: A
Explanation:

“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.”

Question: 31
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

Answer: A
Explanation:

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“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.”

Question: 32

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

Answer: A
Explanation:

“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.”

Question: 33

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

Answer: B
Explanation:

“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.”

Question: 34
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.

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Answer: B
Explanation:

“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.”

Question: 35
To avoid introducing unintended bias to an AI model, which type of data should be omitted?

A. Transactional
B. Engagement
C. Demographic

Answer: C
Explanation:

“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.”

Question: 36
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.

Answer: B
Explanation:

“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.”

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Question: 37

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.

Answer: B
Explanation:

“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.”

Question: 38

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

Answer: A
Explanation:

“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.”

Question: 39

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 ipn the dataset

B. Size of the dataset

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C. Age of the dataset

Answer: B
Explanation:

“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.”

Question: 40
What is machine learning?

A. AI that can grow its intelligence

B. AI that creates new content
C. A data model used in Salesforce

Answer: C
Explanation:

“A data model is a machine learning feature used in Salesforce. A data model is a representation or
abstraction of a real-world phenomenon or process using data structures and algorithms. A data
model can be used to describe, analyze, or predict various aspects of the phenomenon or process
using machine learning techniques.”

Question: 41

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

A. Case Classification
B. Bots
C. Recommendation

Answer: B
Explanation:

“Bots provide the best solution for a service leader who wants to use AI to help customers resolve
their issues quicker in a guided self-serve application. Bots are a feature that uses natural language
processing (NLP) and natural language understanding (NLU) to create conversational interfaces that
can interact with customers using text or voice. Bots can help automate and streamline customer
service processes by providing answers, suggestions, or actions based on the customer’s intent and
context.”

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Question: 42

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

Answer: A
Explanation:

“It is critical to consider privacy concerns when dealing with AI and CRM data because it ensures
compliance with laws and regulations. Data privacy is the right of individuals to control how their
personal data is collected, used, shared, or stored by others. Data privacy laws and regulations are
legal frameworks that define and enforce the rights and obligations of data subjects, data controllers,
and data processors regarding personal data. Data privacy laws and regulations vary by country,
region, or industry, and may impose different requirements or restrictions on how AI and CRM data
can be handled.”

Question: 43

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.

Answer: B
Explanation:

“Creating guardrails that mitigate toxicity and protect PII is an action that should be taken to develop
and implement trusted generative AI with Salesforce’s safety guideline in mind. Salesforce’s safety
guideline is one of the Trusted AI Principles that states that AI systems should be designed and
developed with respect for the safety and well-being of humans and the environment. Creating
guardrails means implementing measures or mechanisms that can prevent or limit the potential
harm or risk caused by AI systems. For example, creating guardrails can help mitigate toxicity by
filtering out inappropriate or offensive content generated by AI systems. Creating guardrails can also
help protect PII by masking or anonymizing personal or sensitive information generated by AI
systems.”

Question: 44
What is a potential source of bias in training data for AI models?

A. The data is collected in area time from sources systems.

B. The data is skewed toward is particular demographic or source.

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C. The data is collected from a diverse range of sources and demographics.

Answer: B
Explanation:

“A potential source of bias in training data for AI models is that the data is skewed toward a
particular demographic or source. Skewed data means that the data is not balanced or
representative of the target population or domain. Skewed data can introduce or exacerbate bias in
AI models, as they may overfit or underfit the model to a specific subset of data. For example,
skewed data can lead to bias if the data is collected from a limited or biased demographic or source,
such as a certain age group, gender, race, location, or platform.”

Question: 45

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

A. Empower users to off all skill level to build AI application with clicks, not code.
B. Empower users to contribute to the growing body of knowledge of leading AI research.
C. Empower users to solve challenging technical problems using neural networks.

Answer: A
Explanation:

“The principle of Empowerment primarily aims to achieve empowering users of all skill levels to
build AI applications with clicks, not code. Empowerment is one of the Trusted AI Principles that
states that AI systems should be designed and developed with respect for the empowerment and
education of humans. Empowering users means enabling users to access, use, and benefit from AI
systems regardless of their technical expertise or background. For example, empowering users
means providing tools and platforms that allow users to build AI applications with clicks, not code,
such as Einstein Prediction Builder or Einstein Discovery.”

Question: 46

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

Answer: C
Explanation:

“Leveraging data quality apps from AppExchange is how data quality can be assessed. Data quality is
the degree to which data is accurate, complete, consistent, relevant, and timely for the AI task. Data

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quality can affect the performance and reliability of AI systems, as they depend on the quality of the
data they use to learn from and make predictions. Leveraging data quality apps from AppExchange
means using third-party applications or solutions that can help measure, monitor, or improve data
quality in Salesforce.”

Question: 47
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.

Answer: B
Explanation:

“Using diverse training data is what should be done to prevent bias from entering an AI system
when training it. Diverse training data means that the data covers a wide range of features and
patterns that are relevant for the AI task. Diverse training data can help prevent bias by ensuring that
the AI system learns from a balanced and representative sample of the target population or domain.
Diverse training data can also help improve the accuracy and generalization of the AI system by
capturing more variations and scenarios in the data.”

Question: 48
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

Answer: B
Explanation:

“Data’s role in training and fine-tuning Salesforce AI models is a key consideration regarding data
quality in AI implementation. Data quality is the degree to which data is accurate, complete,
consistent, relevant, and timely for the AI task. Data quality can affect the performance and reliability
of AI systems, as they depend on the quality of the data they use to learn from and make predictions.
Data’s role in training and fine-tuning Salesforce AI models means understanding how data is used to
build, train, test, and improve AI models in Salesforce, such as Einstein Prediction Builder or Einstein
Discovery.”

Question: 49

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

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A. Dashboard of Current Leads and Cases

B. Sales path and Automaton Case Escalations
C. Einstein Lead Scoring and Case Classification

Answer: C
Explanation:

“Einstein Lead Scoring and Case Classification are the capabilities that Cloud Kicks should use to
enhance its sales processes and customer support. Einstein Lead Scoring and Case Classification are
features that use AI to optimize sales and service processes by providing insights and
recommendations based on data. Einstein Lead Scoring can help prioritize leads based on their
likelihood to convert, while Einstein Case Classification can help categorize and route cases based on
their attributes.”

Question: 50
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.

Answer: B
Explanation:

“Ensuring appropriate consent and transparency when using AI-generated responses is a statement
that exemplifies Salesforce’s honesty guideline when training AI models. Salesforce’s honesty
guideline is one of the Trusted AI Principles that states that AI systems should be designed and
developed with respect for honesty and integrity in how they work and what they produce. Ensuring
appropriate consent and transparency means respecting and honoring the choices and preferences
of users regarding how their data is used or generated by AI systems. Ensuring appropriate consent
and transparency also means providing clear and accurate information and documentation about the
AI systems and their outputs.”

Question: 51
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

Answer: A
Explanation:

A benefit of data quality and transparency as it pertains to bias in generated AI is that the chances of
bias are mitigated. High data quality ensures that AI models are trained on accurate and

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representative data, reducing the risk of biased outcomes. Transparency in AI processes helps
stakeholders understand how decisions are made, allowing for the identification and correction of
potential biases. Together, these practices contribute to the development of fairer and more
accountable AI systems. Salesforce highlights the importance of these principles in its AI practices,
particularly through its ethical AI framework, which advocates for fairness and accountability. More
on Salesforce’s commitment to promoting unbiased AI can be found in their AI ethics guidelines at
Salesforce AI Ethics.

Question: 52

A business analyst (BA) wants to improve business by enhancing their sales processes and customer..
Which AI application 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

Answer: C
Explanation:

“Lead scoring, opportunity forecasting, and case classification are AI applications that can help a
business analyst improve their sales processes and customer support. Lead scoring can help prioritize
leads based on their likelihood to convert, opportunity forecasting can help predict future sales or
revenue based on historical data and trends, and case classification can help categorize and route
cases based on their attributes.”

Question: 53

Cloud Kicks uses Einstein to generate predictions out is not seeing accurate results?
What to a potential mason for this?

A. Poor data quality

B. The wrong product
C. Too much data

Answer: A
Explanation:

“Poor data quality is a potential reason for not seeing accurate results from an AI model. 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 models, as they may not have
enough or correct information to learn from or make accurate predictions.”

Question: 54
A data quality expert at Cloud Kicks want to ensure that each new contact contains at least an email
address …

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Which feature should they use to accomplish this?

A. Autofill
B. Duplicate matching rule
C. Validation rule

Answer: C
Explanation:

“A validation rule should be used to ensure that each new contact contains at least an email address
or phone number. A validation rule is a feature that checks the data entered by users for errors
before saving it to Salesforce. A validation rule can help ensure data quality by enforcing certain
criteria or conditions for the data values.”

Question: 55
Cloud kicks wants to develop a solution to predict customers’ interest based on historical dat
a. The company found that employee region uses a text field to capture the product category while
employee from all other locations use a picklist.
Which dimension of data quality is affected in this scenario?
A. Accuracy
B. Consistency
C. Completeness

Answer: B
Explanation:

“Consistency is the dimension of data quality 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.”

Question: 56

Cloud Kicks wants to use an AI mode 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. Reliability
B. Volume
C. Age

Answer: A
Explanation:

“Reliability is an essential data quality dimension to achieve the goal of predicting the demand for

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shoes using historical data on sales and regional characteristics. Reliability means that the data
values are trustworthy, credible, and authoritative for the AI task. Reliable data can improve the
accuracy and confidence of AI predictions, as they reflect the true state or condition of the target
population or domain. For example, reliable data can help predict the demand for shoes by using
verified and validated sales and regional data.”

Question: 57

A sales manager wants to improve their processes using AI in Salesforce?

Which application of AI would be most beneficial?

A. Lead soring and opportunity forecasting

B. Sales dashboards and reporting
C. Data modeling and management

Answer: A
Explanation:

“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.”

Question: 58

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

Answer: C
Explanation:

“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.”

Question: 59
What is the most likely impact that high-quality data will have on customer relationships?

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A. Increased brand loyalty

B. Higher customer acquisition costs
C. Improved customer trust and satisfaction

Answer: C
Explanation:

“The most likely impact that high-quality data will have on customer relationships is improved
customer trust and satisfaction. High-quality data means that the data is accurate, complete,
consistent, relevant, and timely for the AI task. High-quality data can improve customer relationships
by enabling AI systems to provide personalized and relevant products, services, or solutions that
meet the customers’ expectations, needs, and interests. High-quality data can also improve customer
trust and satisfaction by reducing errors, delays, or waste in customer interactions.”

Question: 60
What is the role of Salesforce Trust AI principles in the context of CRM system?

A. Guiding ethical and responsible use of AI

B. Providing a framework for AI data model accuracy
C. Outlining the technical specifications for AI integration

Answer: A
Explanation:

“The role of Salesforce Trust AI principles in the context of CRM systems is guiding ethical and
responsible use of AI. Salesforce Trust 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. The principles aim to ensure that AI
systems are aligned with the values and interests of customers, partners, and society.”

Question: 61
What role does data quality play in the ethical us of AI applications?

A. High-quality data is essential for ensuring unbased and for fair AI decisions, promoting ethical use,
and preventing discrimi…
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.

Answer: A
Explanation:

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“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.”

Question: 62
What can bias in AI algorithms in CRM lead to?

A. Personalization and target marketing changes

B. Advertising cost increases
C. Ethical challenges in CRM systems

Answer: C
Explanation:

“Bias in AI algorithms in CRM can lead to ethical challenges in CRM systems. Bias means that AI
algorithms favor or discriminate certain groups or outcomes based on irrelevant or unfair criteria.
Bias can affect the fairness and ethics of CRM systems, as they may affect how customers are
perceived, treated, or represented by AI algorithms. For example, bias can lead to ethical challenges
in CRM systems if AI algorithms make inaccurate or harmful predictions or recommendations based
on customers’ identity or characteristics.”

Question: 63
What is an example of ethical debt?

A. Violating a data privacy law and falling to pay fines

B. Launching an AI feature after discovering a harmful bias
C. Delaying an AI product launch to retrain an AI data model

Answer: B
Explanation:

“Launching an AI feature after discovering a harmful bias is an example of ethical debt. Ethical debt is
a term that describes the potential harm or risk caused by unethical or irresponsible decisions or
actions related to AI systems. Ethical debt can accumulate over time and have negative
consequences for users, customers, partners, or society. For example, launching an AI feature after
discovering a harmful bias can create ethical debt by exposing users to unfair or inaccurate results
that may affect their trust, satisfaction, or well-being.”

Question: 64
A consultant conducts a series of Consequence Scanning workshops to support testing diverse
datasets.

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Which Salesforce Trusted AI Principles is being practiced>

A. Transparency
B. Inclusivity
C. Accountability

Answer: B
Explanation:

“Conducting a series of Consequence Scanning workshops to support testing diverse datasets is an

action that practices Salesforce’s Trusted AI Principle of Inclusivity. Inclusivity is one of the Trusted AI
Principles that states that AI systems should be designed and developed with respect for diversity
and inclusion of different perspectives, backgrounds, and experiences. Conducting Consequence
Scanning workshops means engaging with various stakeholders to identify and assess the potential
impacts and implications of AI systems on different groups or domains. Conducting Consequence
Scanning workshops can help practice Inclusivity by ensuring that diverse datasets are used to test
and evaluate AI systems.”

Question: 65
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.

Answer: B
Explanation:

“Flagging sensitive variables and their proxies to prevent discriminatory lending practices is how they
should implement Salesforce’s Trusted AI Principle of Transparency. Transparency is one of the
Trusted AI Principles that states 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. Flagging sensitive variables and their proxies means identifying and
marking variables that can potentially cause discrimination or unfair treatment based on a person’s
identity or characteristics, such as age, gender, race, income, or credit score. Flagging sensitive
variables and their proxies can help implement Transparency by allowing users to understand and
evaluate the data used or generated by AI systems.”

Question: 66

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?

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A. Natural language processing

B. Computer vision
C. Predictive analytics

Answer: A
Explanation:

“Natural language processing is the field of AI that is most suitable for this scenario. Natural language
processing (NLP) is a branch of AI that enables computers to understand and generate natural
language, such as speech or text. NLP can be used to create conversational interfaces that can
interact with users using natural language, such as chatbots. Chatbots can help automate and
streamline customer service processes by providing answers, suggestions, or actions based on the
user’s intent and context.”

Question: 67
What are the key components of the data quality standard?

A. Naming, formatting, Monitoring

B. Accuracy, Completeness, Consistency
C. Reviewing, Updating, Archiving

Answer: B
Explanation:

“Accuracy, Completeness, Consistency are the key components of the data quality standard. Data
quality standard is a set of criteria or measures that define and evaluate the quality of data for a
specific purpose or task. Data quality standard can vary by industry, domain, or application, but some
common components are accuracy, completeness, and consistency. Accuracy means that the data
values are correct and valid for the data attribute. Completeness means that the data values are not
missing any relevant information for the data attribute. Consistency means that the data values are
uniform and follow a common standard or format across different records, fields, or sources.”

Question: 68
Which best describes the different between predictive AI and generative AI?

A. Predictive new and original output for a given input.

B. Predictive AI and generative have the same capabilities differ in the type of input they receive:
predictive AI receives raw data whereas generation AI receives natural language.
C. Predictive AI uses machine learning to classes or predict output from its input data whereas
generative AI does not use machine learning to generate its output

Answer: A
Explanation:

“The difference between predictive AI and generative AI is that predictive AI analyzes existing data

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to make predictions or recommendations based on patterns or trends, while generative AI creates

new content based on existing data or inputs. Predictive AI is a type of AI that uses machine learning
techniques to learn from existing data and make predictions or recommendations based on the data.
For example, predictive AI can be used to forecast sales, revenue, or demand based on historical data
and trends. Generative AI is a type of AI that uses machine learning techniques to generate novel
content such as images, text, music, or video based on existing data or inputs. For example,
generative AI can be used to create realistic faces, write summaries, compose songs, or produce
videos.”

Question: 69
Which type of bias imposes a system ‘s values on others?

A. Societal
B. Automation
C. Association

Answer: A
Explanation:

“Societal bias is the type of bias that imposes a system’s values on others. Societal bias is a type of
bias that reflects the assumptions, norms, or values of a specific society or culture. Societal bias can
affect the fairness and ethics of AI systems, as they may affect how different groups or domains are
perceived, treated, or represented by AI systems. For example, societal bias can occur when AI
systems impose a system’s values on others, such as using Western standards of beauty or success to
judge or rank people from other cultures.”

Question: 70
What is the rile 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

Answer: B
Explanation:

“Data quality is required to create accurate AI data insights. Data quality is the degree to which data
is accurate, complete, consistent, relevant, and timely for the AI task. Data quality can affect the
performance and reliability of AI systems, as they depend on the quality of the data they use to learn
from and make predictions. Data quality can also affect the accuracy and validity of AI data insights,
as they reflect the quality of the data used or generated by AI systems.”

Question: 71
What is a potential outcome of using poor-quality data in AI application?

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A. AI model training becomes slower and less efficient

B. AI models may produce biased or erroneous results.
C. AI models become more interpretable

Answer: B
Explanation:

“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.”

Question: 72
The Cloud 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 solution?

A. Ethical AI Prediction Maturity Model

B. Ethical AI Process Maturity Model
C. Ethical AI practice Maturity Model

Answer: B
Explanation:

“The Ethical AI Process Maturity Model is the established Salesforce Ethical Maturity Model that the
Cloud technical team should use to guide the development of trusted AI solutions. The Ethical AI
Process Maturity Model is a framework that helps assess and improve the ethical and responsible
practices and processes involved in developing and deploying AI systems. The Ethical AI Process
Maturity Model consists of five levels of maturity: Ad Hoc, Aware, Defined, Managed, and Optimized.
The Ethical AI Process Maturity Model can help guide the development of trusted AI solutions by
providing a roadmap and best practices for achieving higher levels of ethical maturity.”

Question: 73

Which data does Salesforce automatically exclude from marketing Cloud Einstein engagement model
training to mitigate bias and ethic…

A. Geographic
B. Geographic
C. Cryptographic

Answer: B
Explanation:

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“Demographic data is the data that Salesforce automatically excludes from Marketing Cloud Einstein
engagement model training to mitigate bias and ethical concerns. 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. Salesforce excludes demographic data from Marketing Cloud Einstein
engagement model training to mitigate bias and ethical concerns by ensuring that the models are
based on behavioral data rather than personal data.”

Question: 74
How does a data quality assessment impact business outcome for companies using AI?

A. Improves the speed of AI recommendations

B. Accelerates the delivery of new AI solutions
C. Provides a benchmark for AI predictions

Answer: C
Explanation:

“A data quality assessment impacts business outcomes for companies using AI by providing a
benchmark for AI predictions. A data quality assessment is a process that measures and evaluates
the quality of data for a specific purpose or task. A data quality assessment can help identify and
address any issues or gaps in the data quality dimensions, such as accuracy, completeness,
consistency, relevance, and timeliness. A data quality assessment can impact business outcomes for
companies using AI by providing a benchmark for AI predictions, as it can help ensure that the
predictions are based on high-quality data that reflects the true state or condition of the target
population or domain.”

Question: 75
What is a key challenge of human AI collaboration in decision-making?

A. Leads to move informed and balanced decision-making

B. Creates a reliance on AI, potentially leading to less critical thinking and oversight
C. Reduce the need for human involvement in decision-making processes

Answer: B
Explanation:

“A key challenge of human-AI collaboration in decision-making is that it creates a reliance on AI,

potentially leading to less critical thinking and oversight. Human-AI collaboration is a process that
involves humans and AI systems working together to achieve a common goal or task. Human-AI
collaboration can have many benefits, such as leveraging the strengths and complementing the
weaknesses of both humans and AI systems. However, human-AI collaboration can also pose some

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challenges, such as creating a reliance on AI, potentially leading to less critical thinking and
oversight. For example, human-AI collaboration can create a reliance on AI if humans blindly trust or
follow the AI recommendations without questioning or verifying their validity or rationale.”

Question: 76

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

A. Naming Convention
B. Data Backup
C. Color Coding

Answer: B
Explanation:

Data Backup is a key component of a data management strategy. A data backup is a process of
creating and storing copies of data in a separate location or device to prevent data loss or damage in
case of a disaster, accident, or malicious attack. A data backup can help ensure data availability,
reliability, and security by allowing data to be restored or recovered in the event of a data breach,
corruption, or deletion. A data management strategy should include a data backup plan that defines
the frequency, scope, method, and location of data backups, as well as the roles and responsibilities
of the data backup team.

Question: 77

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 automation tools used in Salesforce
C. Different types of AI that can be applied in Salesforce

Answer: C
Explanation:

Predictive analytics, machine learning, natural language processing (NLP), and computer vision are
all types of artificial intelligence technologies that can be applied in Salesforce to enhance various
aspects of business operations and customer interactions. Predictive analytics uses historical data to
make predictions about future events. Machine learning involves algorithms that can learn from and
make decisions based on data. NLP is concerned with the interactions between computers and
humans using natural language, and computer vision interprets and processes visual information
from the world to make sense of it in the way humans do. Salesforce harnesses these AI
technologies, particularly through its Einstein platform, to provide powerful tools that help
businesses automate tasks, make better decisions, and offer more personalized services. For more
on how Salesforce utilizes these AI technologies, you can explore the Einstein AI services
documentation at Salesforce Einstein.

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Question: 78

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

Answer: A
Explanation:

Data completeness is a measure of data quality that assesses whether all required data points are
present in a dataset. It checks for missing values or gaps in data necessary for accurate analysis and
decision-making. In the context of Salesforce, ensuring data completeness is crucial for the
effectiveness of CRM operations, reporting, and AI-driven applications like Salesforce Einstein, which
rely on complete data to function optimally. Salesforce provides various tools and features, such as
data validation rules and batch data import processes, that help maintain data completeness across
its platform. Detailed guidance on managing data quality in Salesforce can be found in the Salesforce
Help documentation on data management at Salesforce Help Data Management.

Question: 79

Cloud Kicks plans to use automated chat as its primary support channel.
Which Einstein feature should they use?

A. Discovery
B. Bots
C. Next Best Action

Answer: B
Explanation:

For Cloud Kicks, using automated chat as the primary support channel, the recommended Einstein
feature is Bots. Einstein Bots are designed to automate customer interactions on common issues
through chat and messaging platforms. They can handle routine requests, provide quick answers to
frequently asked questions, and escalate more complex issues to human agents. Using Einstein Bots
helps improve customer service efficiency and speed, leading to enhanced customer satisfaction. To
learn more about setting up and optimizing Einstein Bots for a business, you can visit the Salesforce
documentation on Einstein Bots at Salesforce Einstein Bots.

Question: 80

Cloud Kicks' latest email campaign is struggling to attract new customers.

How can AI increase the company's customer email engagement?

A. Create personalized emails

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B. Resend emails to inactive recipients

C. Remove invalid email addresses

Answer: A
Explanation:

AI can significantly increase customer email engagement by creating personalized emails. Salesforce
Einstein AI enhances email marketing campaigns by analyzing customer data and past interactions to
tailor the content, timing, and recommendations within emails. This personalization leads to higher
engagement rates as emails resonate more closely with individual preferences and behaviors.
Salesforce Marketing Cloud provides tools to leverage AI for crafting personalized email campaigns,
ensuring that emails are relevant and appealing to recipients. For more insights into how AI can be
used to enhance email marketing, see the Salesforce Marketing Cloud page at Salesforce Marketing
Cloud Email Studio.

Question: 81

What is the significance of explainability of trusted AI systems?

A. Increases the complexity of AI models

B. Enhances the security and accuracy of AI models
C. Describes how Al models make decisions

Answer: C
Explanation:

The significance of the explainability of trusted AI systems is that it describes how AI models make
decisions. Explainability is crucial for building trust and accountability in AI systems, ensuring that
users and stakeholders understand the decision-making processes and outcomes generated by AI.
This is particularly important in scenarios where AI decisions impact personal or financial status, such
as in credit scoring or healthcare diagnostics. Salesforce emphasizes the importance of explainable AI
through its ethical AI practices, aiming to make AI systems more transparent and understandable.
More details about Salesforce’s approach to ethical and explainable AI can be found in Salesforce AI
ethics resources at Salesforce AI Ethics.

Question: 82

What are the potential consequences of an organization suffering from poor data quality?

A. Low employee morale, stock devaluation, and inability to attract top talent
B. Revenue loss, poor customer service, and reputational damage
C. Technical debt, monolithic system architecture, and slow ETL throughput

Answer: B
Explanation:

The potential consequences of an organization suffering from poor data quality include revenue loss,

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poor customer service, and reputational damage. Poor data quality can lead to inaccurate analytics
and decision-making, impacting customer interactions, marketing strategies, and financial
forecasting. These issues ultimately affect customer satisfaction and could lead to financial losses
and a damaged brand reputation. Salesforce highlights the importance of maintaining high data
quality for effective CRM and AI applications, offering various tools and best practices to enhance
data integrity. For guidance on managing and improving data quality in Salesforce, see the Salesforce
documentation on data quality at Salesforce Data Quality.

Question: 83

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. Performance
B. Consistency
C. Volume

Answer: B
Explanation:

When data is scattered and not standardized, the key data quality element a developer should focus
on is consistency. Consistency refers to the uniformity and standardization of data across different
systems, which is crucial for integrating and analyzing data effectively, especially when developing AI
models. Inconsistent data can lead to errors in analysis, poor AI model performance, and misleading
insights. Salesforce provides tools and practices for ensuring data consistency, such as data
integration and management solutions that help standardize and synchronize data across platforms.
For more information on Salesforce data management, refer to the Salesforce data management
tools at Salesforce Data Management.

Question: 84

A business analyst (BA) is preparing a new use case for Al. 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

Answer: C
Explanation:

By checking for null values, a business analyst (BA) is verifying the data quality component of
completeness. Completeness refers to the absence of missing values or gaps in the data, which is
essential for the accuracy and reliability of reports and analytics used in AI models. Null values can
indicate incomplete data, which may adversely affect the performance of AI applications by leading

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to incorrect predictions or insights. Salesforce emphasizes the importance of data completeness for
effective data analysis and provides tools for data quality assessment and improvement. Details on
handling data completeness in Salesforce can be explored at Salesforce Help Data Management.

Question: 85

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

Answer: C
Explanation:

Duplicate records negatively impact data quality by creating inconsistencies and confusion in
database management, leading to potential errors in customer relationship management (CRM)
systems like Salesforce. Duplicates can skew analytics results, lead to inefficiencies in customer
service, and result in redundant marketing efforts. Salesforce offers various tools to identify and
merge duplicate records, thereby maintaining high data integrity. More about managing duplicate
records in Salesforce and ensuring data quality can be found in Salesforce’s documentation on
duplicate management at Salesforce Duplicate Management.

Question: 86

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.

Answer: B
Explanation:

To enhance the quality of lead data in their CRM system, the most effective process is to review and
update missing lead information. This process involves identifying incomplete records and filling in
missing details, which can significantly improve the accuracy and usefulness of lead data. Accurate
and complete lead information is crucial for effective lead scoring, prioritization, and follow-up,
enhancing overall sales performance. Salesforce CRM offers data quality tools and features that
assist in regularly reviewing and maintaining the accuracy of lead data. Information on managing
lead data quality in Salesforce can be found at Salesforce Lead Management.

Question: 87

What is one technique to mitigate bias and ensure fairness in AI applications?

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A. Ongoing auditing and monitoring of data that is used in AI applications

B. Excluding data features from the Al application to benefit a population
C. Using data that contains more examples of minority groups than majority groups

Answer: A
Explanation:

A technique to mitigate bias and ensure fairness in AI applications is ongoing auditing and
monitoring of the data used in AI applications. Regular audits help identify and address any biases
that may exist in the data, ensuring that AI models function fairly and without prejudice. Monitoring
involves continuously checking the performance of AI systems to safeguard against discriminatory
outcomes. Salesforce emphasizes the importance of ethical AI practices, including transparency and
fairness, which can be further explored through Salesforce’s AI ethics guidelines at Salesforce AI
Ethics.

Question: 88

Which type of AI can enhance customer service agents' email responses by analyzing the written
content of previous emails?

A. Natural language processing

B. Machine learning
C. Deep learning

Answer: A
Explanation:

Natural language processing (NLP) is the type of AI that can enhance customer service agents' email
responses by analyzing the written content of previous emails. NLP technologies interpret and
generate human language, allowing AI systems to understand, respond to, and even anticipate
customer needs based on email interactions. This capability helps in crafting more relevant, accurate,
and personalized email responses, improving customer service quality. Salesforce utilizes NLP in its
Einstein AI platform to augment various customer service functions. More about Salesforce Einstein’s
NLP capabilities can be found on the Salesforce Einstein page at Salesforce Einstein NLP.

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