Salesforce-AI-Specialist Salesforce Exam Questions and Free Practice Test

Question 7

Universal Containers wants to reduce overall agent handling time minimizing the time spent typing routine answers for common questionsin-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

Correct Answer:C
Universal Containers aims to reduce overall agent handling time by minimizing the time agents spend typing routine answers for common questions during chats and by reducing post-chat analysis through suggesting values for case fields.
To achieve these objectives, the combination ofEinstein Reply Recommendationsand Case Classificationis the most appropriate solution.
* 1. Einstein Reply Recommendations:
✑ Purpose:Helps agents respond faster during live chats by suggesting the best responses based on historical chat data and common customer inquiries.
✑ Functionality:
✑ Benefit:Significantly reduces the time agents spend typing routine answers, thus
improving efficiency and reducing handling time.
* 2. Case Classification:
✑ Purpose:Automatically suggests or populates values for case fields based on historical data and patterns identified by AI.
✑ Functionality:
✑ Benefit:Reduces the time agents spend on post-chat analysis and data entry by automating the classification and field population process.
Why Options A and B are Less Suitable:
✑ Option A (Einstein Service Replies and Work Summaries):
✑ Option B (Einstein Reply Recommendations and Case Summaries):
References:
✑ Salesforce AI Specialist Documentation -Einstein Reply Recommendations:
✑ Salesforce AI Specialist Documentation -Einstein Case Classification:
✑ Salesforce Trailhead -Optimize Service with AI:

Question 8

An AI Specialist is creating a custom action in Einstein Copilot.
Which option is available for the AI Specialist to choose for the custom copilot action?

A. Apex trigger

B. SOQL

C. Flows

Correct Answer:C
When creating acustom actionin Einstein Copilot, one of the available options is to useFlows. Flows are a powerful automation tool in Salesforce, allowing the AI Specialist to define custom logic and actions within the Copilot system. This makes it easy to extend Copilot's functionality without needing custom code.
WhileApex triggersandSOQLare important Salesforce tools,Flowsare the recommended method for creating custom actions within Einstein Copilot because they are declarative and highly adaptable.
For further guidance, refer toSalesforce Flow documentationandEinstein Copilot customization resources.

Question 9

Universal Containers wants to allow its service agents to query the current fulfillment status of an order with natural language. There is an existing autolaunched flow to query the information from Oracle ERP, whichis the system of record for the order fulfillment process.
How should an AI Specialist apply the power of conversational AI to thisuse 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.

Correct Answer:B
To enableUniversal Containersservice agents to query the current fulfillment status of an order using natural language and leverage an existing auto-launched flow that queries Oracle ERP, the best solution is tocreate a custom copilot action that calls the flow. This action will allowEinstein Copilotto interact with the flow and retrieve the required order fulfillment information seamlessly. Custom copilot actions can be tailored to call various backend systems or flows in response to user requests.
✑ Option Bis correct because it enables integration betweenEinstein Copilotand the
flow that connects to Oracle ERP.
✑ Option A(Flex prompt template) is more suited for static responses and not for invoking flows.
✑ Option C(Integration Flow Standard Action) is not directly related to creating a specific copilot action for this use case.
References:
✑ Salesforce Einstein Copilot

Question 10

What is the correct process to leverage Prompt Builder in a Salesforce org?

A. Select the appropriate prompt template type to use, select one of Salesforce's standard prompts, determine the object to associatethe prompt, select a record tovalidate against, and associate the prompt to an action.

B. Select the appropriate prompt template type to use, develop the prompt within the prompt workspace, select resources to dynamically insert CRM-derived grounding data, pick the model to use, and test and validate the generated responses.

C. Enable the target object for generative prompting, develop the prompt within the prompt workspace, select records to fine-tune and ground the response, enable the Trust Layer, and associate the prompt to an action.

Correct Answer:B
When usingPrompt Builderin a Salesforce org, the correct process involves several important steps:
✑ Select the appropriate prompt template typebased on the use case.
✑ Develop the promptwithin theprompt workspace, where the template is created and customized.
✑ Select CRM-derived grounding datato be dynamically inserted into the prompt, ensuring that the AI-generated responses are based on accurate and relevant data.
✑ Pick the model to usefor generating responses, either using Salesforce's built-in models or custom ones.
✑ Test and validatethe generated responses to ensure accuracy and effectiveness.
✑ Option Bis correct as it follows the proper steps for usingPrompt Builder.
✑ Option AandOption Cdo not capture the full process correctly.
References:
✑ Salesforce Prompt Builder Documentation:https://help.salesforce.com/s/articleView?id=sf.prompt_builder_ove rview.htm

Question 11

What is an AI Specialist able to do when the ??Enrich event logs with conversation data" setting in Einstein Copilot is enabled?

A. View the user click path that led to each copilot action.

B. View session data including user Input and copilot responses for sessions over the past 7 days.

C. Generate details reports on all Copilot conversations over any time period.

Correct Answer:B
When the"Enrich event logs with conversation data"setting is enabled in Einstein Copilot, it allows an AI Specialist or admin to view session data, including both theuser inputandcopilot responsesfrom interactions over the past 7 days. This data is crucial for monitoring how the copilot is being used, analyzing its performance, and improving future interactions based on past inputs.
✑ This setting enriches the event logs with detailed conversational data for better
insights into the interaction history, helping AI specialists track AI behavior and user engagement.
✑ Option A, viewing the user click path, focuses on navigation but is not part of the
conversation data enrichment functionality.
✑ Option C, generating detailed reports over any time period, is incorrect because this specific feature is limited to data for the past 7 days.
Salesforce AI Specialist References:You can refer to this documentation for further insights:https://help.salesforce.com/s/articleView?id=sf.einstein_copilot_event_logging.htm

Question 12

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

Correct Answer:C
The primary function of theplanner servicein theEinstein Copilotsystem is toidentify copilot actionsthat should be taken in response to user utterances. This service is responsible for analyzing the conversation and determining the appropriate actions (such as querying records, generating a response, or taking another action) that theEinstein Copilotshould perform based on user input.

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