1) What are the three commonly used examples of AI in CRM?
- Predictive scoring, reporting, Image classification
- Predictive scoring, forecasting, recommendations
- Einstein Bots, face recognition, recommendations
2) What is a benefit of a diverse, balanced, and large dataset?
- Training time
- Data privacy
- Model accuracy
3) Cloud Kicks wants to optimize its business operations by incorporating AI into its CRM. What should the company do first to prepare its data for use with AI?
- Remove biased data
- Determine data availability
- Determine data outcomes
4) A healthcare company implements an algorithm to analyse patient data and assist in medical diagnosis. Which primary role does data Quality play In this AI application?
- Enhanced accuracy and reliability of medical predictions and diagnoses
- Ensured compatibility of AI algorithms with the system’s Infrastructure
- Reduced need for healthcare expertise in interpreting AI outputs
5) What are some of the ethical challenges associated with AI development?
- Potential for human bias in machine learning algorithms and the lack of transparency in AI decision-making processes
- Implicit transparency of AI systems, which makes It easy for users to understand and trust their decisions
- Inherent neutrality of AI systems, which eliminates any potential for human bias in decision-making
6) Cloud Kicks discovered multiple variations of state and country values in contact records. Which data quality dimension is affected by this issue?
- Usage
- Accuracy
- Consistency
7) How is natural language processing (NLP) used in the context of AI capabilities?
- To cleanse and prepare data for AI implementations
- To interpret and understand programming language
- To understand and generate human language
8) What is an example of Salesforce’s Trusted AI Principle of Inclusivity in practice?
- Testing models with diverse datasets
- Striving for model explain ability
- Working with human rights experts
9) Cloud Kicks wants to create a custom service analytics application to analyse cases in Salesforce. The application should rely on accurate data to ensure efficient case resolution. Which data quality dimension Is essential for this custom application?
- Consistency
- Duplication
- Age
10) What should organizations do to ensure data quality for their AI initiatives?
- Collect and curate high-quality data from reliable sources.
- Rely on AI algorithms to automatically handle data quality issues.
- Prioritize model fine-tuning over data quality improvements.
11) Which Einstein capability uses emails to create content for Knowledge articles?
- Generate
- Discover
- Predict
12) Which type of bias results from data being labelled according to stereotypes?
- Association
- Societal
- Interaction
13) Salesforce defines bias as using a person’s Immutable traits to classify them or market to them. Which potentially sensitive attribute is an example of an immutable trait?
- Financial status
- Nickname
- Email address
14) Cloud Kicks relies on data analysis to optimize its product recommendation; however, CK encounters a recurring Issue of Incomplete customer records, with missing contact Information and incomplete purchase histories.
How will this incomplete data quality impact the company’s operations?
- The accuracy of product recommendations is hindered.
- The diversity of product recommendations Is Improved.
- The response time for product recommendations is stalled.
15) What are some key benefits of AI in improving customer experiences in CRM?
- Improves CRM security protocols, safeguarding sensitive customer data from potential breaches and threats.
- Streamlines case management by categorizing and tracking customer support cases, identifying topics, and summarizing case resolutions.
- Fully automates the customer service experience, ensuring seamless automated interactions with customers.
16) How does an organization benefit from using AI to personalize the shopping experience of online customers?
- Customers are more likely to share personal information with a site that personalizes their experience.
- Customers are more likely to be satisfied with their shopping experience.
- Customers are more likely to visit competitor sites that personalize their experience.
17) Cloud Kicks is testing a new AI model.
Which approach aligns with Salesforce’s Trusted AI Principle of Inclusivity?
- Test only with data from a specific region or demographic to limit the risk of data leaks.
- Rely on a development team with uniform backgrounds to assess the potential societal implications of the model.
- Test with diverse and representative datasets appropriate for how the model will be used.
18) Cloud Kicks wants to develop a solution to predict customers product interests based on historical data. The company found that employees from one region use a text field to capture the product category, while employees from all other locations use a picklist.
Which data quality dimension is affected in this scenario?
- Completeness
- Accuracy
- Consistency
19) Cloud Kicks wants to implement AI features on its 5aiesforce Platform but has concerns about potential ethical and privacy challenges.
What should they consider doing to minimize potential AI bias?
- Integrate AI models that auto-correct biased data.
- Implement Salesforce’s Trusted AI Principles.
- Use demographic data to identify minority groups.
20) Which features of Einstein enhance sales efficiency and effectiveness?
- Opportunity List View, Lead List View, Account List view
- Opportunity Scoring, Opportunity List View, Opportunity Dashboard
- Opportunity Scoring, Lead Scoring, Account Insights