Exam Prep 1 Flashcards
Which type of bias imposes a system’s values on others?
A. Association
B. Automation
C. Societal
B. Automation
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
A. Lead scoring and opportunity forecasting
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
A. Improved customer trust and satisfaction
What are the key components of the data quality standard?
A. Accuracy, Completeness, Consistency
B. Reviewing, Updating, Archiving
C. Naming, Formatting, Monitoring
A. Accuracy, Completeness, Consistency
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
C. Guiding ethical and responsible use of AI
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.
C. Chances of bias are mitigated.
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
C. Lead scoring, opportunity forecasting, and case classification
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
B. Provides call summaries
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
A. Ensures compliance with laws and regulations
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
C. Validation rule
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.
A. Empower users of all skill levels to build AI applications with clicks, not code.
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
A. Age
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.
A. Communicate how risk factors such as credit score can impact customer eligibility.
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
B. Creates a reliance on AI, potentially leading to less critical thinking and oversight
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.
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.
What is machine learning?
A. A data model used in Salesforce
B. AI that can grow its intelligence
C. AI that creates new content
B. AI that can grow its intelligence
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
B. Ethical AI Practice Maturity Model
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.
C. The data is skewed toward a particular demographic or source.
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
B. Einstein Lead Scoring and Case Classification
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
A. Ethical challenges in CRM systems
Which Einstein capability uses emails to create content for Knowledge articles?
A. Predict
B. Discover
C. Generate
C. Generate
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
C. Data Backup
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
A. Provides a benchmark for AI predictions
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
C. Launching an AI feature after discovering a harmful bias
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
B. Inclusivity
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
C. Consistency
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
C. Einstein Engagement
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.
C. Create guardrails that mitigate toxicity and protect PII.
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
A. Duplication
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.
A. AI models may produce biased or erroneous results.
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
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.”
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
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.”
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.
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.”
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
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.
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.
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.”
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
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
An administrator at Cloud Kicks wants to ensure that a field is set up on the customer record so their
preferred name can be captured.
Which Salesforce field type should the administrator use to accomplish this?
A. Multi-Select Picklist
B. Text
C. Rich Text Area
Correct Answer: 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.”
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
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.”
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
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.”
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
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.
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.
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.”
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
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.
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.
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
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
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.
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
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.
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,
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.
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
Correct Answer: C
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
B. Revenue loss, poor customer service, and reputational damage
Which data does Salesforce automatically exclude from marketing Cloud Einstein engagement model
training to mitigate bias and ethic…
A. Geographic
B. Geographic
C. Cryptographic
Correct Answer: B
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
Correct Answer: B
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
B. Data’s role in training and fine-tuning Salesforce AI models
Which type of bias results from data being labeled according to stereotypes?
A. Association
B. Societal
C. Interaction
B. Societal
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
A. Chances of bias and mitigated
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
A. Potential for human bias in machine learning algorithms and the lack of transparency in AI decision-making processes
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
C. Provides call summaries
Which Einstein capability uses emails to create content for Knowledge articles?
A. Generate
B. Discover
C. Predict
A. Generate
How does poor data quality affect predictive and generative AI models?
A. Creates inaccurate results
B. Increases raw data volume
C. Decreases storage efficiency
A. Creates inaccurate results
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.
A. Collect and curate high-quality data from reliable sources.
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
C. The clear and understandable explanation of Al decisions and actions
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.
B. Track customer data consent preferences.
