What is a benefit of a diverse, balanced, and large dataset? Training time Data privacy Model accuracy.
What are the three commonly used examples of AI in CRM? Predictive scoring, reporting, Image classification Predictive scoring, forecasting, recommendations Einstein Bots, face recognition, recommendations.
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? Remove biased data. Determine data availability. Determine data outcomes.
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? Enhanced accuracy and reliability of medical predictions and diagnoses Ensured compatibility of AI algorithms with the system's Infrastructure Reduced need for healthcare expertise in interpreting AI outputs.
What are some of the ethical challenges associated with AI development? Potential for human bias in machine learning algorithms and the lack of transparency in AI decision-making processes Implicit transparency of AI systems, which makes It easy for users to understand and trust their decisions. Inherent neutrality of AI systems, which eliminates any potential for human bias in decision- making.
Cloud Kicks discovered multiple variations of state and country values in contact records.
Which data quality dimension is affected by this issue? Usage Accuracy Consistency.
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.
What is an example of Salesforce's Trusted AI Principle of Inclusivity in practice? Testing models with diverse datasets Striving for model explain ability Working with human rights experts.
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? Consistency Duplication Age.
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.
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Which Einstein capability uses emails to create content for Knowledge articles? Generate Discover Predict.
Which type of bias results from data being labeled according to stereotypes? Association Societal Interaction.
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? Financial status Nickname Email address.
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 accuracy of product recommendations is hindered. The diversity of product recommendations Is Improved. The response time for product recommendations is stalled.
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.
How does an organization benefit from using AI to personalize the shopping experience of online customers? Customers are more likely to share personal information with a site that personalizes their experience. Customers are more likely to be satisfied with their shopping experience. Customers are more likely to visit competitor sites that personalize their experience.
Cloud Kicks is testing a new AI model.
Which approach aligns with Salesforce's Trusted AI Principle of Inclusivity? 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. Test with diverse and representative datasets appropriate for how the model will be used.
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 Accuracy Consistency.
Cloud Kicks wants to implement AI features on its Saiesforce 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.
Which features of Einstein enhance sales efficiency and effectiveness? Opportunity List View, Lead List View, Account List view Opportunity Scoring, Opportunity List View, Opportunity Dashboard Opportunity Scoring, Lead Scoring, Account Insights.
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? Confirmation Survivorship Societal.
What is the main focus of the Accountability principle in Salesforce's Trusted AI Principles? Safeguarding fundamental human rights and protecting sensitive data Taking responsibility for one's actions toward customers, partners, and society Ensuring transparency In Al-driven recommendations and predictions.
What is a sensitive variable that can lead to bias? Education level Country Gender.
A marketing manager wants to use AI to better engage their customers.
Which functionality provides the best solution? Journey Optimization Bring Your Own Model Einstein Engagement.
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 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.
How does the "right of least privilege" reduce the risk of handling sensitive personal data? By limiting how many people have access to data By reducing how many attributes are collected By applying data retention policies.
What is the best method to safeguard customer data privacy? Automatically anonymize all customer data. Track customer data consent preferences. Archive customer data on a recurring schedule.
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.
What is a key benefit of effective interaction between humans and AI systems? Leads to more informed and balanced decision making Alerts humans to the presence of biased data Reduces the need for human involvement.
What is a key characteristic of machine learning in the context of AI capabilities? Uses algorithms to learn from data and make decisions Relies on preprogrammed rules to make decisions Can perfectly mimic human intelligence and decision-making.
Cloud Kicks wants to ensure that multiple records for the same customer are removed in Salesforce.
Which feature should be used to accomplish this? Duplicate management Trigger deletion of old records Standardized field names.
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 Text Rich Text Area.
What is a possible outcome of poor data quality? AI models maintain accuracy but have slower response times. Biases in data can be inadvertently learned and amplified by AI systems. AI predictions become more focused and less robust.
To avoid introducing unintended bias to an AI model, which type of data should be omitted? Transactional Engagement Demographic.
What is an implication of user consent in regard to AI data privacy? AI ensures complete data privacy by automatically obtaining user consent. AI infringes on privacy when user consent is not obtained. AI operates Independently of user privacy and consent.
How does data quality impact the trustworthiness of Al-driven decisions? The use of both low-quality and high-quality data can improve the accuracy and reliability of AI- driven decisions. High-quality data improves the reliability and credibility of Al-driven decisions, fostering trust among users. Low-quality data reduces the risk of overfitting the model, improving the trustworthiness of the predictions.
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.
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? Number of variables in the dataset Size of the dataset Age of the dataset.
What is machine learning? AI that can grow its intelligence AI that creates new content A data model used in Salesforce.
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? Natural language processing Computer vision Predictive Analytics.
A consultant conducts a series of Consequence Scanning workshops to support testing diverse datasets. Which Salesforce Trusted AI Principles is being practiced? Transparency Inclusivity Accountability.
What is an example of ethical debt? Violating a data privacy law and failing to pay fines Delaying an AI product launch to retrain an AI data model Launching an AI feature after discovering a harmful bias.
What can bias in AI algorithms in CRM lead to? Ethical challenges in CRM systems Personalization and target marketing changes Advertising cost increases.
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 contribute to the growing body of knowledge of leading AI research. Empower users to solve challenging technical problems using neural networks.
What is a potential source of bias in training data for AI models? The data is skewed toward is particular demographic or source. The data is collected in area time from sources systems The data is collected from a diverse range of sources and demographics.
A financial institution plans a campaign for preapproved credit cards? How should they implement Salesforce's Trusted AI Principle of Transparency? Communicate how risk factors such as credit score can impact customer eligibility. Flag sensitive variables and their proxies to prevent discriminatory lending practices. Incorporate customer feedback into the model's continuous training.
A data quality expert at Cloud Kicks want to ensure that each new contact contains at least an email address. Which feature should they use to accomplish this? Validation Rule Autofill Duplicate Matching.
Which type of bias imposes a system's values on others? Automation Societal Association .
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? Lead scoring, opportunity forecasting, and case classification Machine learning model and chatbot predictions Sales data cleansing and customer support data and governance.
How can you use Salesforce AI to build predictive models? Using Einstein Prediction Builder to create custom AI models without coding By only using Salesforce reports and dashboards without AI features By integrating third-party AI tools without using Salesforce’s native capabilities.
How does AI which CRM help sales representatives better understand previous customer interactions? Triggers personalized service replies Provides call summaries Creates, localizes, and translates product descriptions.
Why is it critical to consider privacy concerns when dealing with AI and CRM data? Confirms the data is accessible to all users Increases the volume of data collected Ensures compliance with laws and regulations.
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?
Case Classification Bots Recommendation.
Cloud Kicks wants to use AI to enhance its sales processes and customer support. Which capacity should they use? Dashboard of Current Leads and Cases Sales path and Automaton Case Escalations Einstein Lead Scoring and Case Classification.
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.
What is a potential outcome of using poor-quality data in AI application? AI models may produce biased or erroneous results. AI model training becomes slower and less efficient AI models become more interpretable.
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?
Ethical AI Prediction Maturity Model Ethical AI Process Maturity Model Ethical AI practice Maturity Model.
Cloud kicks want to use einstein prediction builder to determine a customers likelihood of buying specific products; however, data quality is a mess. How can data quality be assessed? Build a data management strategy Build reports to expire the data quality Leverage data quality apps from AppExchange.
Which best describes the different between predictive AI and generative AI? 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 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 Predictive new and original output for a given input.
Cloud Kicks uses Einstein to generate predictions out is not seeing accurate results? What to a potential mason for this?
Poor data quality The wrong product Too much data.
Cloud Kicks wants to use an AI mode to predict the demand for shoes using historical data on sales and regional characteristics. Reliability Age Volume.
What is the role of Salesforce Trust AI principles in the context of CRM system? Guiding ethical and responsible use of AI Providing a framework for AI data model accuracy Outlining the technical specifications for AI integration.
Which statement exemplifies Salesforces honesty guideline when training AI models? Minimize the AI models carbon footprint and environment impact during training. Ensure appropriate consent and transparency when using AI-generated responses. Control bias, toxicity, and harmful content with embedded guardrails and guidance.
What should be done to prevent bias from entering an AI system when training it? Use alternative assumptions. Include Proxy variables. Import diverse training data.
What are the key components of the data quality standard? Accuracy, Completeness, Consistency. Reviewing, Updating, Archiving Naming, formatting, Monitoring.
What is the role of data quality in achieving AI business Objectives? Data quality is required to create accurate AI data insights. Data quality is unnecessary because AI can work with all data types. Data quality is important for maintain Ai data storage limits.
Which action should be taken to develop and implement trusted generated AI with Salesforce’s safety guideline in mind? Develop right-sized models to reduce our carbon footprint. Create guardrails that mitigates toxicity and protect PII Be transparent when AI has created and automatically delivered content.
Which data does Salesforce automatically exclude from marketing Cloud Einstein engagement model training to mitigate bias and ethical concerns? Cryptographic Geographic Demographic.
What Is a benefit of data quality and transparency as it pertains to bias in generated AI? Chances of bias are aggravated Chances of bias are mitigated Chances of bias are remove.
What role does data quality play in the ethical us of AI applications? High-quality data is essential for ensuring unbased and for fair AI decisions, promoting ethical use, and preventing discrimination High-quality data ensures the process of demographic attributes requires for personalized campaigns. Low-quality data reduces the risk of unintended bias as the data is not overfitted to demographic groups.
How does a data quality assessment impact business outcome for companies using AI? Improves the speed of AI recommendations Accelerates the delivery of new AI solutions Provides a benchmark for AI predictions.
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? Reduces the amount of data in the CRM system. Eliminates the need for data governance. Emphasizes the importance of data quality.
A system admin recognizes the need to put a data management strategy in place. What is a key component of data management strategy? Data Backup Data Management Data Access.
Which Salesforce AI application is recommended to enhance sales processes? Einstein Lead Scoring Einstein Prediction Builder Einstein Voice.
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?
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. Inform them at the beginning of the interaction that they are chatting with AI.
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, consistency, theme, duplication, and usage of the data sets Age, completeness, accuracy, consistency, duplication, and usage of the data sets.
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