Exam Prep 1

Question 1

Which type of bias imposes a system’s values on others?

A. Association
B. Automation
C. Societal

Answer 1

B. Automation

Question 2

A sales manager wants to improve their processes using AI in Salesforce.
Which application of AI would be most beneficial?

A. Lead scoring and opportunity forecasting
B. Data modeling and management
C. Sales dashboards and reporting

Answer 2

A. Lead scoring and opportunity forecasting

Question 3

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

A. Improved customer trust and satisfaction
B. Increased brand loyalty
C. Higher customer acquisition costs

Answer 3

A. Improved customer trust and satisfaction

Question 4

What are the key components of the data quality standard?

A. Accuracy, Completeness, Consistency
B. Reviewing, Updating, Archiving
C. Naming, Formatting, Monitoring

Answer 4

A. Accuracy, Completeness, Consistency

Question 5

What is the role of Salesforce’s Trusted AI Principles in the context of CRM systems?

A. Outlining the technical specifications for AI integration
B. Providing a framework for AI data model accuracy
C. Guiding ethical and responsible use of AI

Answer 5

C. Guiding ethical and responsible use of AI

Question 6

What is a benefit of data quality and transparency as it pertains to bias in generative AI?

A. Chances of bias are aggravated.
B. Chances of bias are removed.
C. Chances of bias are mitigated.

Answer 6

C. Chances of bias are mitigated.

Question 7

A business analyst (BA) wants to improve business by enhancing their sales processes and customer support.
Which AI applications should the BA use to meet their needs?

A. Sales data cleansing and customer support data governance
B. Machine learning models and chatbot predictions
C. Lead scoring, opportunity forecasting, and case classification

Answer 7

C. Lead scoring, opportunity forecasting, and case classification

Question 8

How does AI within CRM help sales representatives better understand previous customer interactions?

A. Creates, localizes, and translates product descriptions
B. Provides call summaries
C. Triggers personalized service replies

Answer 8

B. Provides call summaries

Question 9

Why is it critical to consider privacy concerns when dealing with AI and CRM data?

A. Ensures compliance with laws and regulations
B. Confirms the data is accessible to all users
C. Increases the volume of data collected

Answer 9

A. Ensures compliance with laws and regulations

Question 10

A data quality expert at Cloud Kicks wants to ensure that each new contact contains at least an email address or phone number.
Which feature should they use to accomplish this?

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

Answer 10

C. Validation rule

Question 11

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

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

Answer 11

A. Empower users of all skill levels to build AI applications with clicks, not code.

Question 12

Cloud Kicks wants to use an AI model to predict the demand for shoes using historical data on sales and regional characteristics.
What is an essential data quality dimension to achieve this goal?

A. Age
B. Reliability
C. Volume

Answer 12

A. Age

Question 13

A financial institution plans a campaign for preapproved credit cards.
How should they implement Salesforce’s Trusted AI Principle of Transparency?

A. Communicate how risk factors such as credit score can impact customer eligibility.
B. Flag sensitive variables and their proxies to prevent discriminatory lending practices.
C. Incorporate customer feedback into the model’s continuous training.

Answer 13

A. Communicate how risk factors such as credit score can impact customer eligibility.

Question 14

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

A. Leads to more informed and balanced decision-making
B. Creates a reliance on AI, potentially leading to less critical thinking and oversight
C. Reduces the need for human involvement in decision-making processes

Answer 14

B. Creates a reliance on AI, potentially leading to less critical thinking and oversight

Question 15

Which best describes the difference between predictive AI and generative AI?

A. Predictive AI and generative AI have the same capabilities but differ in the type of input they receive; predictive AI receives raw data whereas generative AI receives natural language.
B. Predictive AI uses machine learning to classify or predict outputs from its input data whereas generative AI does not use machine learning to generate its output.
C. Predictive AI uses machine learning to classify or predict outputs from its input data whereas generative AI uses machine leaning to generate new and original output for a given input.

Answer 15

C. Predictive AI uses machine learning to classify or predict outputs from its input data whereas generative AI uses machine leaning to generate new and original output for a given input.

Question 16

What is machine learning?

A. A data model used in Salesforce
B. AI that can grow its intelligence
C. AI that creates new content

Answer 16

B. AI that can grow its intelligence

Question 17

The Cloud Kicks technical team is assessing the effectiveness of their AI development processes.
Which established Salesforce Ethical Maturity Model should the team use to guide the development of trusted AI solutions?

A. Ethical AI Prediction Maturity Model
B. Ethical AI Practice Maturity Model
C. Ethical AI Process Maturity Model

Answer 17

B. Ethical AI Practice Maturity Model

Question 18

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

A. The data is collected in real time from source systems.
B. The data is collected from a diverse range of sources and demographics.
C. The data is skewed toward a particular demographic or source.

Answer 18

C. The data is skewed toward a particular demographic or source.

Question 19

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

A. Sales Path and Automated Case Escalations
B. Einstein Lead Scoring and Case Classification
C. Dashboard of Current Leads and Cases

Answer 19

B. Einstein Lead Scoring and Case Classification

Question 20

What can bias in AI algorithms in CRM lead to?

A. Ethical challenges in CRM systems
B. Advertising cost increases
C. Personalization and targeted marketing changes

Answer 20

A. Ethical challenges in CRM systems

Question 21

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

A. Predict
B. Discover
C. Generate

Answer 21

C. Generate

Question 22

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

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

Answer 22

C. Data Backup

Question 23

How does a data quality assessment impact business outcomes for companies using AI?

A. Provides a benchmark for AI predictions
B. Accelerates the delivery of new AI solutions
C. Improves the speed of AI recommendations

Answer 23

A. Provides a benchmark for AI predictions

Question 24

What is an example of ethical debt?

A. Violating a data privacy law and failing to pay fines
B. Delaying an AI product launch to retrain an AI data model
C. Launching an AI feature after discovering a harmful bias

Answer 24

C. Launching an AI feature after discovering a harmful bias

Question 25

A consultant conducts a series of Consequence Scanning Workshops to support testing diverse datasets. Which Salesforce Trusted AI Principle is being practiced? A. Accountability B. Inclusivity C. Transparency

Answer 25

B. Inclusivity

Question 26

Cloud Kicks wants to develop a solution to predict customers’ product interests based on historical data. The company found that employees from one region use a text field to capture the product category, while employees from all other locations use a picklist. Which dimension of data quality is affected in this scenario? A. Accuracy B. Completeness C. Consistency

Answer 26

C. Consistency

Question 27

A marketing manager wants to use AI to better engage their customers. Which functionality provides the best solution? A. Bring Your Own Model B. Journey Optimization C. Einstein Engagement

Answer 27

C. Einstein Engagement

Question 28

Which action should be taken to develop and implement trusted generative AI with Salesforce's safety guideline in mind? A. Be transparent when AI has created and autonomously delivered content. B. Develop right-sized models to reduce our carbon footprint. C. Create guardrails that mitigate toxicity and protect PII.

Answer 28

C. Create guardrails that mitigate toxicity and protect PII.

Question 29

Cloud Kicks learns of complaints from customers who are receiving too many sales calls and emails. Which data quality dimension should be assessed to reduce these communication inefficiencies? A. Duplication B. Consent C. Usage

Answer 29

A. Duplication

Question 30

What is a potential outcome of using poor-quality data in AI applications? A. AI models may produce biased or erroneous results. B. AI models become more interpretable. C. AI model training becomes slower and less efficient.

Answer 30

A. AI models may produce biased or erroneous results.

Question 31

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 31

Correct Answer: A Explanation Explanation/Reference: "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 32

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 32

Correct Answer: A Explanation Explanation/Reference: "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 33

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 33

Correct Answer: B Explanation Explanation/Reference: "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 34

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 34

Correct Answer: A Explanation Explanation/Reference: "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 35

Cloud Kicks is testing a new AI model. Which approach aligns with Salesforce's Trusted AI Principle of Inclusivity? 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 35

Correct Answer: C Explanation Explanation/Reference: "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 36

Which action introduces bias in the training data used for AI algorithms? A. Using a large dataset that is computationally expensive B. Using a dataset that represents diverse perspectives and populations C. Using a dataset that underrepresents perspectives and populations

Answer 36

Correct Answer: C Explanation Explanation/Reference: Introducing bias in training data for AI algorithms occurs when the dataset used underrepresents certain perspectives and populations. This type of bias can skew AI predictions, making the system less fair and accurate. For example, if a dataset predominantly contains information from one demographic group, the AI's performance may not generalize well to other groups, leading to biased or unfair outcomes. Salesforce discusses the impact of biased training data and ways to mitigate this in their AI ethics guidelines, which can be explored further in the Salesforce AI documentation on Responsible Creation of A

Question 37

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 37

Correct Answer: B Explanation Explanation/Reference: "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 38

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

Answer 38

Correct Answer: A Explanation Explanation/Reference: "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 39

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 39

Correct Answer: B Explanation Explanation/Reference: "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."

Question 40

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 40

Correct Answer: C Explanation Explanation/Reference: 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.

Question 41

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 41

Correct Answer: A Explanation Explanation/Reference: "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 42

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 42

Correct Answer: A Explanation Explanation/Reference: 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 43

Cloud Kicks wants to evaluate the quality of its sales data. Which first step should they take for the data quality assessment? A. Plan and align territories, B. Run a new report or dashboard. C. Identify business objectives.

Answer 43

Correct Answer: C Explanation Explanation/Reference: The first step Cloud Kicks should take for data quality assessment is to identify business objectives. This is crucial because understanding how the company uses customer data to support its business objectives will guide the assessment process1. By identifying the business objectives, Cloud Kicks can determine what customer data is required to support those objectives and how that data is being used. This foundational step is essential before moving on to other aspects of data quality assessment, such as running reports or planning territories. It aligns the data quality initiatives with the company's goals and ensures that the assessment is focused on areas that will drive business value

Question 44

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 44

Correct Answer: A Explanation Explanation/Reference: 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.

Question 45

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 45

Correct Answer: B Explanation Explanation/Reference: 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 46

Which AI tool is a web of connections, guided by weights and biases? A. Neural networks B. Predictive Analytics C. Rules- based systems D. Mark this item for later review,

Answer 46

Correct Answer: A Explanation Neural networks are a key AI tool designed as a web of interconnected nodes, similar to the human brain's structure. Each connection, or synapse, in a neural network is guided by weights and biases that are adjusted during the learning process. These weights and biases determine the strength and influence of one node over another, facilitating complex pattern recognition and decision-making processes. Neural networks are extensively used in machine learning for tasks like image and speech recognition, among others. For more on neural networks in the context of Salesforce AI, see the Salesforce AI documentation on Neural Networks.

Question 47

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 47

Correct Answer: C

Question 48

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 48

B. Revenue loss, poor customer service, and reputational damage

Question 49

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 49

Correct Answer: B

Question 50

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 50

Correct Answer: B

Question 51

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 51

B. Data's role in training and fine-tuning Salesforce AI models

Question 52

Which type of bias results from data being labeled according to stereotypes? A. Association B. Societal C. Interaction

Answer 52

B. Societal

Question 53

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 53

A. Chances of bias and mitigated

Question 54

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 54

A. Potential for human bias in machine learning algorithms and the lack of transparency in AI decision-making processes

Question 55

How does AI 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 55

C. Provides call summaries

Question 56

Which Einstein capability uses emails to create content for Knowledge articles? A. Generate B. Discover C. Predict

Answer 56

A. Generate

Question 57

How does poor data quality affect predictive and generative AI models? A. Creates inaccurate results B. Increases raw data volume C. Decreases storage efficiency

Answer 57

A. Creates inaccurate results

Question 58

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 58

A. Collect and curate high-quality data from reliable sources.

Question 59

What is Salesforce's Trusted AI Principle of Transparency? A. The customization of AT features to meet specific business requirements B. The integration of AT models with Salesforce workflows C. The clear and understandable explanation of Al decisions and actions

Answer 59

C. The clear and understandable explanation of Al decisions and actions

Question 60

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 60

B. Track customer data consent preferences.