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"'
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)?
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?
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?
When a customer chat is initiated, which functionality in Salesforce provides generative AI replies or draft emails based on recommended Knowledge articles?
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?
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?
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 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?
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'
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 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?
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?
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?
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?
How does an Agent respond when it can't understand the request or find any requested information?
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?
What should an AI Specialist consider when using related list merge fields in a prompt template associated with an Account object in Prompt Builder?
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?
An AI Specialist wants to ground a new prompt template with the User related list.
What should the AI Specialist consider?
Universal Containers is evaluating Einstein Generative AI features to improve the productivity of the service center operation.
Which features should the AI Specialist recommend?
Universal Containers plans to enhance the customer support team's productivity using AI.
Which specific use case necessitates the use of Prompt Builder?
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 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?
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?
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?
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?
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?
Which configuration must an AI Specialist complete for users to access generative Al-enabled fields in the Salesforce mobile app?
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?
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?
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?
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?
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?
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?
Universal Containers is rolling out a new generative AI initiative.
Which Prompt Builder limitations should the AI Specialist be aware of?
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?
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?
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?
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?