Sales Cloud Einstein Quiz

A company using Sales Cloud Einstein wants to ensure that their customers’ personal data is excluded from machine learning models and predictions. What steps should the company take to fulfill this request?

• Enable a default setting in Salesforce that automatically excludes all personal data from modeling.

• Create a custom checkbox field with the API name AI_HasOptedOutProfiling__c on relevant objects and set the field to TRUE for records to be excluded.

• Manually remove all personal data from Salesforce records to prevent it from being used in predictions.

Answer explanation

Creating a custom checkbox field with the API name AI_HasOptedOutProfiling__c allows the company to specifically mark records for exclusion from machine learning models, ensuring compliance with data privacy requests.

A data scientist needs to view and manage models in Einstein Studio. The data scientist also needs to create prompt templates in Prompt Builder. Which permission sets should an AI Specialist assign to the data scientist?

• Data Cloud Admin and Prompt Template Manager

• Prompt Template Manager and Prompt Template User

• Prompt Template User and Data Cloud Admin

Answer explanation

The correct choice is 'Prompt Template Manager and Prompt Template User' because these permissions allow the data scientist to manage models in Einstein Studio and create prompt templates in Prompt Builder.

A financial services company is designing a prompt template to generate personalized monthly statements for clients, including details on transactions, account balances, and investment performance. The statements need to be tailored to each client’s portfolio and financial goals while ensuring clarity and accuracy. What should be considered when creating this prompt template?

• Allowing the template to use generic financial summaries for all clients

• Limiting the template to only include basic transaction data without customization

• Incorporating dynamic fields to tailor the statements based on individual client portfolios

Answer explanation

Incorporating dynamic fields allows for personalized statements that reflect each client's unique portfolio and financial goals, ensuring clarity and accuracy, unlike generic summaries or basic data.

A sales executive at Auto Car wants to enhance the accuracy of their sales forecasts by analyzing historical data and identifying trends that could influence future sales. They require an AI feature that can provide predictive insights to support more informed forecasting decisions. Which Einstein for Sales feature should they utilize?

• Einstein Discovery

• Einstein Forecasting

• Einstein Opportunity Insights

Answer explanation

Einstein Forecasting is designed to analyze historical sales data and provide predictive insights, making it the ideal feature for enhancing sales forecasts and supporting informed decision-making.

A sales rep at Universal Containers is extremely busy and sometimes has 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?

• Call Summary

• Call Explorer

• Sales Summary

Answer explanation

The Call Summary feature provides a concise recap of conversations, helping the sales rep capture key details they might have missed during long calls. This makes it the ideal choice for their needs.

A Salesforce administrator at Apex Real Estate is assigned to develop a new prompt template that the customer service team will use to generate personalized responses to client inquiries. What is the correct first step in the process of creating this prompt template?

• Research similar prompt templates used in other industries for inspiration.

• Review the company’s existing email templates for consistency.

• Collect detailed requirements from the customer service team.

Answer explanation

The correct first step is to collect detailed requirements from the customer service team. This ensures the prompt template meets their specific needs and addresses client inquiries effectively.

A Salesforce Administrator is exploring the capabilities of Einstein Copilot to enhance user interaction within their organization. They are particularly interested in how Einstein Copilot processes user requests and the mechanism it employs to deliver responses. The administrator is evaluating whether Einstein Copilot directly interfaces with a large language model (LLM) to fetch and display responses to user inquiries, facilitating a broad range of requests from users. How does Einstein Copilot handle user requests in Salesforce?

• Einstein Copilot will trigger a flow that utilizes a prompt template to generate the message.

• Einstein Copilot will perform an HTTP callout to an LLM provider.

Answer explanation

Einstein Copilot handles user requests by performing an HTTP callout to a large language model (LLM) provider, allowing it to fetch and display responses effectively.

A service agent is looking at a custom object that stores travel information. They recently received a weather alert and now need to cancel flights for the customers that are related to this itinerary. The service agent needs to review the Knowledge articles about cancelling and rebooking the customer flights. Which Einstein Copilot capability helps the agent accomplish this?

• Execute tasks based on available actions, answering questions using information from accessible Knowledge articles

• Invoke a flow which makes a call to external data to create a Knowledge article

• Generate a Knowledge article based on the prompts that the agent enters to create steps to cancel flights

Answer explanation

The correct choice is to generate a Knowledge article based on prompts. This allows the agent to create specific steps for cancelling flights, directly addressing the need to manage customer itineraries effectively.

A service manager at Cosmo Property needs to ensure that all customer communications, such as emails and support calls, are automatically recorded in the CRM system without requiring manual data entry. This will help maintain complete records and enhance the efficiency of the support team. Which Einstein feature should the service manager implement?

• Einstein Case Classification

• Einstein Next Best Action

• Einstein Activity Capture

Answer explanation

Einstein Activity Capture automatically records customer communications like emails and calls in the CRM, eliminating manual data entry. This feature is essential for maintaining complete records and improving support team efficiency.

A support team handles a high volume of chat interactions and needs a solution to provide quick, relevant responses to customer inquiries. Responses must be grounded in the organization's knowledge base to maintain consistency and accuracy. Which feature in Einstein for Service should the support team use?

• Einstein Service Replies

• Einstein Reply Recommendations

• Einstein Knowledge Recommendations

Answer explanation

Einstein Service Replies is designed to provide quick, relevant responses based on the organization's knowledge base, ensuring consistency and accuracy in customer interactions, making it the best choice for the support team.