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Salesforce-AI-Specialist Questions and Answers

Question # 6

Universal Containers, dealing with a high volume of chat inquiries, implements Einstein Work Summaries to boost productivity.

After an agent-customer conversation, which additional information does Einstein generate and fill, apart from the "summary"'

A.

Sentiment Analysis and Emotion Detection

B.

Draft Survey Request Email

C.

Issue and Revolution

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Question # 7

Universal Containers (UC) is discussing its AI strategy in an agile Scrum meeting.

Which business requirement would lead an AI Specialist to recommend connecting to an external foundational model via Einstein Studio (Model Builder)?

A.

UC wants to fine-tune model temperature.

B.

UC wants a model fine-tuned using company data.

C.

UC wants to change the frequency penalty of the model.

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Question # 8

Leadership needs to populate a dynamic form field with a summary or description created by a large language model (LLM) to facilitate more productive conversations with customers. Leadership also

wants to keep a human in the loop to be considered in their AI strategy.

Which prompt template type should the AI Specialist recommend?

A.

Sales Email

B.

Field Generation

C.

Record Summary

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Question # 9

Universal Containers wants support agents to use Agentforce to ask questions about its product tutorials and product guides.

What should the AI Specialist do to meet this requirement?

A.

Create a prompt template for product tutorials and guides.

B.

Add an Answer Questions custom field in the product object for tutorial instructions.

C.

Publish product tutorials and guides as Knowledge articles.

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Question # 10

When a customer chat is initiated, which functionality in Salesforce provides generative AI replies or draft emails based on recommended Knowledge articles?

A.

Einstein Reply Recommendations

B.

Einstein Service Replies

C.

Einstein Grounding

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Question # 11

An Al Specialist is creating a custom action for Agentforce.

Which setting should the AI Specialist test and iterate on to ensure the action performs as expected?

A.

Action Input

B.

Action Name

C.

Action Instructions

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Question # 12

Universal Containers wants to reduce overall agent handling time minimizing the time spent typing routine answers for common questions in-chat, and reducing the post-chat analysis by suggesting values for case fields.

Which combination of Einstein for Service features enables this effort?

A.

Einstein Service Replies and Work Summaries

B.

Einstein Reply Recommendations and Case Summaries

C.

Einstein Reply Recommendations and Case Classification

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Question # 13

An AI Specialist needs to create a prompt template to fill a custom field named Latest Opportunities Summary on the Account object with information from the three most recently opened opportunities.

How should the AI Specialist gather the necessary data for the prompt template?

A.

Create a flow to retrieve the opportunity information.

B.

Select the Account Opportunity object as a resource when creating the prompt template.

C.

Select the latest Opportunities related list as a merge field.

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Question # 14

A sales manager is using Agent Assistant to streamline their daily tasks. They ask the agent to Show me a list of my open opportunities.

How does the large language model (LLM) in Agentforce identify and execute the action to show the sales manager a list of open opportunities?

A.

The LLM interprets the user's request, generates a plan by identifying the apcMopnete topics and actions, and executes the actions to retrieve and display the open opportunities

B.

The LLM uses a static set of rules to match the user's request with predefined topics and actions, bypassing the need for dynamic interpretation and planning.

C.

Using a dialog pattern. the LLM matches the user query to the available topic, action and steps then

performs the steps for each action, such as retrieving a fast of open opportunities.

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Question # 15

Universal Containers (UC) is implementing generative AI and wants to leverage a prompt template to provide responses to customers that gives personalized product recommendations to website visitors based on their browsing history.

Which initial step should UC take to ensure the chatbot can deliver accurate recommendations'

A.

Design universal product recommendations.

B.

Write a response scrip for the chatbot.

C.

Collect and analyze browsing data.

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Question # 16

Universal Container's internal auditing team asks an AI Specialist to verify that address information is properly masked in the prompt being generated.

How should the AI Specialist verify the privacy of the masked data in the Einstein Trust Layer?

A.

Enable data encryption on the address field

B.

Review the platform event logs

C.

Inspect the AI audit trail

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Question # 17

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 with this itinerary. The service agent needs to review the Knowledge articles about canceling and

rebooking the customer flights.

Which Einstein Copilot capability helps the agent accomplish this?

A.

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

B.

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

C.

Generate a Knowledge article based off the prompts that the agent enters to create steps to cancel flights.

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Question # 18

Universal Containers (UC) wants to assess Salesforce's generative features but has concerns over its company data being exposed to third- party large language models (LLMs). Specifically, UC wants the following capabilities to be part of Einstein's generative AI service.

No data is used for LLM training or product improvements by third- party LLMs.

No data is retained outside of UC's Salesforce org.

The data sent cannot be accessed by the LLM provider.

Which property of the Einstein Trust Layer should the AI Specialist highlight to UC that addresses these requirements?

A.

Prompt Defense

B.

Zero-Data Retention Policy

C.

Data Masking

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Question # 19

Universal Containers has an active standard email prompt template that does not fully deliver on the business requirements.

Which steps should an AI Specialist take to use the content of the standard prompt email template in question and customize it to fully meet the business requirements?

A.

Save as New Template and edit as needed.

B.

Clone the existing template and modify as needed.

C.

Save as New Version and edit as needed.

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Question # 20

Universal Containers tests out a new Einstein Generative AI feature for its sales team to create personalized and contextualized emails for its customers. Sometimes, users find that the draft email contains placeholders for attributes that could have been derived from the recipient's contact record.

What is the most likely explanation for why the draft email shows these placeholders?

A.

The user does not have Einstein Sales Emails permission assigned.

B.

The user does not have permission to access the fields.

C.

The user's locale language is not supported by Prompt Builder.

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Question # 21

How does an Agent respond when it can't understand the request or find any requested information?

A.

With a generated error message

B.

With a general message asking the user to rephrase the request

C.

With a preconfigured message, based on the action type

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Question # 22

Universal Containers implemented Agentforce for its users. One user complains that an Agent is not deleting activities from the past 7 days. What is the reason for this issue?

A.

Agentforce does not have the permission to delete the user's records.

B.

Agentforce Delete Record Action permission is not associated to the user.

C.

Agentforce does not have a standard Delete Record action.

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Question # 23

What should an AI Specialist consider when using related list merge fields in a prompt template associated with an Account object in Prompt Builder?

A.

The Activities related list on the Account object is not supported because it is a polymorphic field.

B.

If person accounts have been enabled, merge fields will not be available for the Account object.

C.

Prompt generation will yield no response when there is no related list associated with an Account in runtime.

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Question # 24

Universal Containers wants to allow its service agents to query the current fulfillment status of an order with natural language. There is an existing auto launched flow to query the information from Oracle ERP, which is the system of record for the order fulfillment process.

How should an AI Specialist apply the power of conversational AI to this use case?

A.

Create a Flex prompt template in Prompt Builder.

B.

Create a custom copilot action which calls a flow.

C.

Configure the Integration Flow Standard Action in Einstein Copilot.

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Question # 25

An AI Specialist wants to ground a new prompt template with the User related list.

What should the AI Specialist consider?

A.

The User related list should have View All access.

B.

The User related list needs to be included on the record page.

C.

The User related list is not supported in prompt templates.

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Question # 26

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

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Question # 27

Universal Containers plans to enhance the customer support team's productivity using AI.

Which specific use case necessitates the use of Prompt Builder?

A.

Creating a draft of a support bulletin post for new product patches

B.

Creating an Al-generated customer support agent performance score

C.

Estimating support ticket volume based on historical data and seasonal trends

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Question # 28

After creating a foundation model in Einstein Studio, which hyperparameter should an AI Specialist use to adjust the balance between consistency and randomness of a response?

A.

Presence Penally

B.

Variability

C.

Temperature

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Question # 29

A Salesforce Administrator wants to generate personalized, targeted emails that incorporate customer interaction data. The admin wants to leverage large language models (LLMs) to write the emails, and wants to reuse templates for different products and customers.

Which solution approach should the admin leverage?

A.

Use sales Email standard templates

B.

Create a t field Generation prompt template type

C.

Create a Sales Email prompt template type.

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Question # 30

An AI Specialist has created a copilot custom action using flow as the reference action type. However, it is not delivering the expected results to the conversation preview, and therefore needs troubleshooting.

What should the AI Specialist do to identify the root cause of the problem?

A.

In Copilot Builder within the Dynamic Panel, turn on dynamic debugging to show the inputs and outputs.

B.

Copilot Builder within the Dynamic Panel, confirm selected action and observe the values in Input and Output sections.

C.

In Copilot Builder, verify the utterance entered by the user and review session event logs for debug information.

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Question # 31

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.

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Question # 32

Universal Containers is planning a marketing email about products that most closely match a customer's expressed interests.

What should an AI Specialist recommend to generate this email?

A.

Standard email marketing template using Apex or flows for matching interest in products

B.

Custom sales email template which is grounded with interest and product information

C.

Standard email draft with Einstein and choose standard email template

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Question # 33

After a successful implementation of Agentforce Sates Agent with sales users. Universal Containers now aims to deploy it to the service team.

Which key consideration should the AI Specialist keep in mind for this deployment?

A.

Assign the Agentforce for Service permission to the Service Cloud users.

B.

Assign the standard service actions to Agentforce Service Agent.

C.

Review and test standard and custom Agent topics and actions for Service Center use cases.

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Question # 34

Which configuration must an AI Specialist complete for users to access generative Al-enabled fields in the Salesforce mobile app?

A.

Enable Mobile Generative AI.

B.

Enable Mobile Prompt Responses.

C.

Enable Dynamic Forms on Mobile.

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Question # 35

Universal Containers (UC) wants to improve the efficiency of addressing customer questions and reduce agent handling time with AI- generated responses. The agents should be able to leverage their existing

knowledge base and identify whether the responses are coming from the large language model (LLM) or from Salesforce Knowledge.

Which step should UC take to meet this requirement?

A.

Turn on Service AI Grounding, Grounding with Case, and Service Replies.

B.

Turn on Service Replies, Service AI Grounding, and Grounding with Knowledge.

C.

Turn on Service AI Grounding and Grounding with Knowledge.

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Question # 36

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

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Question # 37

Universal Containers (UC) is experimenting with using public Generative AI models and is familiar with the language required to get the information it needs. However, it can be time consuming for both UC's sales and service reps to type in the prompt to get the information they need, and ensure prompt consistency.

Which Salesforce feature should a Salesforce AI Specialist recommend to address these concerns?

A.

Einstein Recommendation Builder

B.

Einstein Copilot Action: Query Records

C.

Einstein Prompt Builder and Prompt Templates

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Question # 38

Amid their busy schedules, sales reps at Universal Containers dedicate time to follow up with prospects and existing clients via email regarding renewals or new deals. They spend many hours throughout the

week reviewing past communications and details about their customers before performing their outreach.

Which standard Copilot action helps sales reps draft personalized emails to prospects by generating text based on previous successful communications?

A.

Einstein Copilot Action: Find Similar Opportunities

B.

Einstein Copilot Action: Draft or Revise Sales Email

C.

Einstein Copilot Action: Summarize Record

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Question # 39

An AI Specialist at Universal Containers is working on a prompt template to generate personalized emails for product demonstration requests from customers. It is important for the Al-generated email to adhere strictly to the guidelines, using only associated opportunity information, and to encourage the recipient to take the desired action.

How should the AI Specialist include these instructions on a new line in the prompt template?

A.

Surround them with triple quotes (""").

B.

Make sure merged fields are defined.

C.

Use curly brackets {} to encapsulate instructions.

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Question # 40

Universal Containers’ current AI data masking rules do not align with organizational privacy and security policies and requirements.

What should an AI Specialist recommend to resolve the issue?

A.

Enable data masking for sandbox refreshes.

B.

Configure data masking in the Einstein Trust Layer setup.

C.

Add new data masking rules in LLM setup.

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Question # 41

Universal Containers is rolling out a new generative AI initiative.

Which Prompt Builder limitations should the AI Specialist be aware of?

A.

Rich text area fields are only supported in Flex template types.

B.

Creations or updates to the prompt templates are not recorded in the Setup Audit Trail.

C.

Custom objects are supported only for Flex template types.

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Question # 42

An AI Specialist is tasked to optimize a business process flow by assigning actions to agents within the Salesforce Agentforce Platform.

What is the correct method for the AI Specialist to assign actions to an Agent?

A.

Assign the action to a Topic First in Agent Builder.

B.

Assign the action to a Topic first on the Agent Actions detail page.

C.

Assign the action to a Topic first on Action Builder.

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Question # 43

An AI Specialist wants to troubleshoot their Agent's performance.

Where should the AI Specialist go to access all user interactions with the Agent, including Agent erro|rs, incorrectly triggered actions, and incomplete plans?

A.

Event Logs

B.

Plan Canvas

C.

Agent Settings

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Question # 44

Universal Containers wants to incorporate the current order fulfillment status into a prompt for a large language model (LLM). The order status is stored in the external enterprise resource planning (ERP) system.

Which data grounding technique should the AI Specialist recommend?

A.

Eternal Object Record Merge Fields

B.

External Services Merge Fields

C.

Apex Merge Fields

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Question # 45

An AI Specialist at Universal Containers is trying to set up a new Field Generation prompt template. They take the following steps.

1. Create a new Field Generation prompt template.

2. Choose Case as the object type.

3. Select the custom field AI_Analysis_c as the target field.

After creating the prompt template, the AI Specialist saves, tests, and activates it. Howsoever, when they go to a case record, the AI Analysis field does not show the (Sparkle) icon on the Edit pencil. When the AI Specialist was editing the field, it was behaving as a normal field.

Which critical step did the AI Specialist miss?

A.

They forgot to reactivate the Lightning page layout for the Case object after activating their Field Generation prompt template.

B.

They forgot that the Case Object is not supported for Add generation as Feinstein Service Replies should be used instead.

C.

They forgot to edit the Lightning page layout and associate the field to a prompt template

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