Generative AI in CRM Applications 17% Flashcards
Universal Containers is evaluating Einstein Generative AI features to improve the productivity of the service center operation.
Which features should the AI Specialist recommend?
A. Service Replies and Case Summaries
B. Service Replies and Work Summaries
C. Reply Recommendations and Sales Summaries
A. Service Replies and Case Summaries
Universal Containers (UC) wants to offer personalized service experiences and reduce agent handling time with Al-generated email responses, grounded in Knowledge base.
Which AI capability should UC use?
A. Einstein Email Replies
B. Einstein Service Replies for Email
C. Einstein Generative Service Replies for Email
B. Einstein Service Replies for Email
https://help.salesforce.com/s/articleView?id=sf.reply_recs_generative_ai_service_replies.htm&language=en_US&type=5
Universal Containers’ service team wants to customize the standard case summary response from Einstein Copilot.
What should the AI Specialist do to achieve this?
A.Customize the standard Record Summary template for the Case object.
B.Summarize the Case with a standard copilot action.
C.Create a custom Record Summary prompt template for the Case object.
A. Customize the standard Record Summary template for the Case object.
https://help.salesforce.com/s/articleView?id=release-notes.rn_work_summaries_copilot_prompt_template.htm&release=250&type=5
Universal Containers (UC) has a mature Salesforce org with a lot of data in cases and Knowledge articles.
UC is concerned that there are many legacy fields, with data that might not be applicable for Einstein AI to draft accurate email responses.
Which solution should UC use to ensure Einstein AI can draft responses from a defined data source?
Service AI Grounding
A sales rep at Universal Containers is extremely busy and sometimes will have very long sales
calls on voice and video calls and might miss key details. They are just starting to adopt new
generative AI
features.
Which Einstein Generative AI feature should an AI Specialist recommend to help the rep get the
details they might have missed during a conversation?
A. Call Summary
B. Call Explorer
C. Sales Summary
A. Call Summary
https://help.salesforce.com/s/articleView?id=sf.eci_call_summaries.htm&language=en_US&type=5
Universal Containers (UC) wants to enable its sales team with automatic post-call visibility into
mention of competitors, products, and other custom phrases.
Which feature should the AI Specialist set up to enable UC’s sales team?
A. Call Summaries
B. Call Explorer
C. Call Insights
C. Call Insights
https://help.salesforce.com/s/articleView?id=sf.eci_gen_insights.htm&language=en_US&type=5
Universal Containers wants to utilize Einstein for Sales to help sales reps reach their sales quotas by providing Al-generated plans containing guidance and steps for closing deals.
Which feature should the AI Specialist recommend to the sales team?
A. Find Similar Deals
B. Create Account Plan
C. Create Close Plan
C. Create Close Plan
What is the primary function of the planner service in the Einstein Copilot system?
A. Generating record queries based on conversation history
B. Offering real-time language translation during conversations
C. Identifying copilot actions to respond to user utterances
C. Identifying copilot actions to respond to user utterances
Universal Containers (UC) has recently received an increased number of support cases. As a result, UC has hired more customer support reps and has started to assign some of the ongoing cases to newer reps. Which generative AI solution should the new support reps use to understand the details of a case without reading through each case comment?
A. Einstein Copilot
B. Einstein Sales
Summaries
C. Einstein Work Summaries
C. Einstein Work Summaries
Universal Containers (UC) has a legacy system that needs to integrate with Salesforce. UC wishes to create a digest of account action plans using the generative API feature.
Which API service should UC use to meet this requirement?
REST API
Universal Containers (UC) is implementing Einstein Generative AI to improve customer insights and interactions. UC needs audit and feedback data to be accessible for reporting purposes. What is a consideration for this requirement?
A. Storing this data requires Data Cloud to be provisioned.
B. Storing this data requires a custom object for data to be configured.
C. Storing this data requires Salesforce big objects.
A. Storing this data requires Data Cloud to be provisioned.
Universal Containers (UC) wants to use the Draft with Einstein feature in Sales Cloud to create a personalized introduction email.
After creating a proposed draft email, which predefined adjustment should UC choose to revise the draft with a more casual tone?
A. Make Less Formal
B. Enhance Friendliness
C. Optimize for Clarity
A. Make Less Formal
https://help.salesforce.com/s/articleView?id=sales.einstein_sales_emails_draft_gen_AI.htm&type=5
An AI Specialist wants to Include data from the response of external service invocation (REST API callout) into the prompt template.
How should the AI Specialist meet this requirement?
A. Use “Add Prompt Instructions” flow element.
B. Use External Service Record merge fields.
C. Convert the JSON to an XML merge field.
A. Use “Add Prompt Instructions” flow element.
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https://help.salesforce.com/s/articleView?id=platform.flow_ref_elements_add_prompt.htm&type=5
An AI Specialist needs to create a Sales Email with a custom prompt template. They need to ground on the following data.
- Opportunity Products
- Events near the customer
- Tone and voice examples
How should the AI Specialist obtain related items?
A. Call a prompt initiated flow to fetch and ground the required data.
B. Create a flex template that takes the records in question as inputs.
C. Utilize a standard email template and manually insert the required data fields
A. Call a prompt initiated flow to fetch and ground the required data.
