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Salesforce > Salesforce AI & Automation > Flashcards

Salesforce AI & Automation Flashcards

1
Q

Q. What is AI & Automation in Salesforce?

A

A. AI & Automation in Salesforce refers to the use of Artificial Intelligence (AI) and workflow automation tools to enhance business processes, improve customer interactions, and optimize decision-making.

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2
Q

Q. What are the key AI-powered solutions in Salesforce?

A
  • Einstein AI (Predictive analytics & automation)
  • Einstein GPT (Generative AI for dynamic responses)
  • Einstein Bots (Conversational AI for chat interactions)
  • Next Best Action (AI-driven recommendations)
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3
Q

Q. What are the main automation tools in Salesforce?

A
  • Workflow Rules (legacy automation)
  • Process Builder (point-and-click automation)
  • Flow (advanced automation & integrations)
  • Apex Triggers (code-based automation)
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4
Q

Q. What is Salesforce Einstein AI?

A

A. Einstein AI is Salesforce’s AI-powered analytics and automation suite that provides predictions, recommendations, and intelligent automation.

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5
Q

Q. What are the main capabilities of Einstein AI?

A
  • Predictive Lead Scoring
  • Opportunity Insights
  • Sentiment Analysis
  • Automated Data Discovery
  • Personalized Recommendations
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6
Q

Q. What are the key Einstein AI products?

A
  • Einstein Discovery (Data-driven insights)
  • Einstein Prediction Builder (Custom AI models)
  • Einstein Bots (AI chatbots)
  • Einstein Analytics (AI-powered dashboards)
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7
Q

Q. What is Einstein Prediction Builder?

A

A. A tool that allows Salesforce admins to create custom AI models to predict business outcomes.

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8
Q

Q. What are the key use cases of Einstein Prediction Builder?

A
  • Customer churn prediction
  • Sales forecasting
  • Lead conversion probability
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9
Q

Q. What is Einstein Opportunity Insights?

A

A. AI-powered recommendations and alerts that help sales teams identify the best opportunities to pursue.

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10
Q

Q. How does Einstein Lead Scoring work?

A

A. Einstein AI assigns a score to leads based on their likelihood to convert, using past data patterns.

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11
Q

Q. What is Einstein GPT?

A

A. Einstein GPT is Salesforce’s Generative AI model that provides real-time AI-generated text, code, and recommendations.

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12
Q

Q. What are the key applications of Einstein GPT?

A
  • Sales GPT (Automates prospect emails and follow-ups)
  • Service GPT (Auto-generates case responses)
  • Marketing GPT (Personalized content creation)
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13
Q

Q. How does Einstein GPT improve customer interactions?

A
  • Personalized AI-driven emails
  • Automated case resolution
  • Real-time knowledge base recommendations
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14
Q

Q. What is Einstein Bots?

A

A. Einstein Bots are AI-powered virtual assistants that engage with customers via chat and messaging platforms.

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15
Q

Q. What platforms can Einstein Bots integrate with?

A
  • Salesforce Chat
  • WhatsApp
  • Facebook Messenger
  • SMS & Voice
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16
Q

Q. What are the benefits of Einstein Bots?

A
  • 24/7 automated customer service
  • Reduces human agent workload
  • Provides instant responses & knowledge articles
17
Q

Q. What are the key components of an Einstein Bot?

A
  • Dialogs (conversational flows)
  • Intents (detects customer intent)
  • Entities (captures user inputs)
18
Q

Q. What is Einstein Next Best Action?

A

A. A real-time AI-powered recommendation engine that suggests actions, offers, and solutions based on customer data.

19
Q

Q. How does Next Best Action work?

A
  • Analyzes customer history & interactions
  • Predicts best engagement strategies
  • Recommends actions for sales & service teams
20
Q

Q. What are real-world use cases of Next Best Action?

A
  • Personalized discounts & offers
  • Proactive service recommendations
  • Customer retention strategies
21
Q

Q. What is Flow in Salesforce?

A

A. Flow is a powerful automation tool that allows users to create complex multi-step processes using a drag-and-drop interface.

22
Q

Q. What are the main types of Flows in Salesforce?

A
  • Screen Flow (User-interactive automation)
  • Record-Triggered Flow (Runs on record changes)
  • Scheduled Flow (Runs at a specified time)
  • Platform Event-Triggered Flow (Real-time event automation)
23
Q

Q. What are the key benefits of using Flow over Process Builder?

A
  • More scalable & flexible
  • Supports looping & complex logic
  • Can delete, update, and create related records
24
Q

Q. What is a Flow Action?

A

A. A predefined operation in Flow that performs record updates, email notifications, or API calls.

25
Q

Q. What is Apex Automation?

A

A. Apex Automation refers to using Apex triggers, batch jobs, and schedulers to execute custom logic automatically.

26
Q

Q. When should you use Apex instead of declarative tools like Flow?

A
  • When complex logic is required
  • When dealing with bulk record processing
  • When integrating with external systems via APIs
27
Q

Q. What is an Apex Trigger?

A

A. A piece of Apex code that runs automatically before or after record changes (insert, update, delete, undelete).

28
Q

Q. What is an example of an Apex Trigger?

A

trigger AccountTrigger on Account (before insert) {
for (Account acc : Trigger.new) {
acc.Name = acc.Name + ‘ - Updated’;
}
}

29
Q

Q. How does AI improve data processing in Salesforce?

A
  • Automates data entry
  • Detects duplicate records
  • Provides predictive analytics
30
Q

Q. What is Einstein Data Insights?

A

A. A machine learning feature that analyzes CRM data for patterns & trends.

31
Q

Q. How can automation reduce manual errors in data entry?

A
  • Validation rules enforce accuracy
  • Data deduplication prevents duplicate records
  • Auto-fill fields reduce human errors
32
Q

Q. What are best practices for implementing AI & automation in Salesforce?

A
  • Start with declarative tools before using code
  • Train AI models using clean data
  • Monitor AI predictions for accuracy
  • Optimize automation to prevent process conflicts
33
Q

Q. What are the risks of excessive automation?

A
  • Overloading system resources
  • Creating unnecessary complexity
  • Conflicting automation rules
34
Q

Q. How can you measure the success of AI automation?

A
  • Track efficiency improvements
  • Analyze cost savings
  • Monitor customer satisfaction
35
Q
A

Salesforce (18 decks)

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