2024

Salesforce Certified AI Specialist

Salesforce
Salesforce-AI-Specialist Exam
Salesforce Specialist

Questions & Answers

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Question: 1

Which of the following is a core feature of the Einstein Trust Layer that ensures data privacy?

A. Data Anonymization
B. Data Encryption
C. Role-Based Access Control
D. Multi-factor Authentication
Answer: B
Explanation:

Data Encryption is a core feature of the Einstein Trust Layer that ensures data privacy by converting
data into a secure format that cannot be easily read or accessed by unauthorized users. This protects
sensitive information both in transit and at rest.

Question: 2

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
Answer: B
Explanation:

The correct answer is Field Generation because this template type is designed to dynamically populate
form fields with content generated by a large language model (LLM). In this scenario, leadership wants
a dynamic form field that contains a summary or description generated by AI to aid customer
interactions. Additionally, they want to keep a human in the loop, meaning the generated content will
likely be reviewed or edited by a person before it's finalized, which aligns with the Field Generation
prompt template.
Field Generation: This prompt type allows you to generate content for specific fields in Salesforce,
leveraging large language models to create dynamic and contextual information. It ensures that AI
content is available within the record where needed, but it allows human oversight or review,
supporting the "human-in-the-loop" strategy.
Sales Email: This prompt type is mainly used for generating email content for outreach or responses,
which doesn't align directly with populating fields in a form.
Record Summary: While this option might seem close, it is typically used to summarize entire records
for high-level insights rather than filling specific fields with dynamic content based on AI generation.
Salesforce AI Specialist Reference:
You can explore more about these prompt templates and AI capabilities through Salesforce
documentation and official resources on Prompt Builder:
https://help.salesforce.com/s/articleView?id=sf.prompt_builder_templates_overview.htm

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Question: 3

How does the Einstein Trust Layer ensure grounding of AI models?

A. By using only open-source data for training

B. By enforcing ethical guidelines in AI training
C. By connecting AI outputs to trusted data sources
D. By allowing users to override AI decisions
Answer: C
Explanation:

The Einstein Trust Layer ensures grounding of AI models by connecting AI outputs to trusted data
sources. This technique helps to ensure that the AI's responses are based on reliable and accurate data,
enhancing the relevance and correctness of the model's outputs.

Question: 4

Universal Containers’ data science team is hosting a generative large language model (LLM) on Amazon
Web Services (AWS).
What should the team use to access externally-hosted models in the Salesforce Platform?

A. Model Builder
B. App Builder
C. Copilot Builder
Answer: A
Explanation:

Secure Data Pipelines address security concerns by ensuring that data is transmitted through secure
channels and protected from unauthorized access or breaches during the deployment of AI models. This
feature safeguards the integrity and confidentiality of data used in AI processes.
To access externally-hosted models, such as a large language model (LLM) hosted on AWS, the
Model Builder in Salesforce is the appropriate tool. Model Builder allows teams to integrate and deploy
external AI models into the Salesforce platform, making it possible to leverage models hosted outside
of Salesforce infrastructure while still benefiting from the platform's native AI capabilities. Option B, App
Builder, is primarily used to build and configure applications in Salesforce, not to integrate AI models.
Option C, Copilot Builder, focuses on building assistant-like tools rather than integrating external AI
models.
Model Builder enables seamless integration with external systems and models, allowing Salesforce
users to use external LLMs for generating AI-driven insights and automation.
Salesforce AI Specialist Reference:
For more details, check the Model Builder guide here:
https://help.salesforce.com/s/articleView?id=sf.model_builder_external_models.htm

Question: 5

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

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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?

A. Einstein Copilot will trigger a flow that utilizes a prompt template to generate the message.
B. Einstein Copilot will perform an HTTP callout to an LLM provider.
C. Einstein Copilot analyzes the user's request and LLM technology is used to generate and
display the appropriate response.
Answer: C
Explanation:

Einstein Copilot is designed to enhance user interaction within Salesforce by leveraging Large
Language Models (LLMs) to process and respond to user inquiries. When a user submits a request,
Einstein Copilot analyzes the input using natural language processing techniques. It then utilizes LLM
technology to generate an appropriate and contextually relevant response, which is displayed directly
to the user within the Salesforce interface.
Option C accurately describes this process. Einstein Copilot does not necessarily trigger a flow (Option
A) or perform an HTTP callout to an LLM provider (Option B) for each user request. Instead, it
integrates LLM capabilities to provide immediate and intelligent responses, facilitating a broad range of
user requests.
Reference:
Salesforce AI Specialist Documentation - Einstein Copilot Overview: Details how Einstein Copilot
employs LLMs to interpret user inputs and generate responses within the Salesforce ecosystem.
Salesforce Help - How Einstein Copilot Works: Explains the underlying mechanisms of how Einstein
Copilot processes user requests using AI technologies.

Question: 6

Which feature in the Einstein Trust Layer primarily addresses security concerns in AI model deployment?

A. Auditing and Logging

B. Bias Mitigation
C. Data Purging
D. Secure Data Pipelines
Answer: D
Explanation:

Secure Data Pipelines address security concerns by ensuring that data is transmitted through secure
channels and protected from unauthorized access or breaches during the deployment of AI models. This
feature safeguards the integrity and confidentiality of data used in AI processes.

Question: 7

What is the role of the large language model (LLM) in executing an Einstein Copilot Action?

A. Find similar requests and provide actions that need to be executed

B. Identify the best matching actions and correct order of execution

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C. Determine a user's access and sort actions by priority to be executed

Answer: B
Explanation:

In Einstein Copilot, the role of the Large Language Model (LLM) is to analyze user inputs and identify
the best matching actions that need to be executed. It uses natural language understanding to break
down the user’s request and determine the correct sequence of actions that should be performed.
By doing so, the LLM ensures that the tasks and actions executed are contextually relevant and are
performed in the proper order. This process provides a seamless, AI-enhanced experience for users by
matching their requests to predefined Salesforce actions or flows.
The other options are incorrect because:
A mentions finding similar requests, which is not the primary role of the LLM in this context. C focuses
on access and sorting by priority, which is handled more by security models and governance than by
the LLM.
Reference:
Salesforce Einstein Documentation on Einstein Copilot Actions Salesforce AI Documentation on Large
Language Models

Question: 8

In a sales scenario, which generative AI feature in Einstein can be used to generate personalized email
content for prospects?

A. Einstein Discovery
B. Einstein Write
C. Einstein Automate
D. Einstein GPT for Sales
Answer: D
Explanation:

Einstein GPT for Sales is designed to generate personalized email content for prospects by leveraging
generative AI capabilities. This feature helps create tailored communication based on prospect data,
enhancing engagement and conversion rates.

Question: 9

When dealing with a high volume of customer service requests, which Einstein feature is most
appropriate for automating responses?

A. Einstein GPT for Service

B. Einstein Bots
C. Service Cloud Voice
D. Case Auto-Response
Answer: A
Explanation:

Einstein GPT for Service is best suited for automating responses to a high volume of customer service
requests. It leverages generative AI to create accurate and contextually relevant responses, improving
efficiency and customer satisfaction.
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Question: 10

Which business scenario is most appropriate for using a custom generative model in Salesforce?

A. When standard models do not meet specific industry requirements

B. When managing large volumes of customer data
C. When automating routine tasks
D. When conducting predictive analytics
Answer: A
Explanation:

A custom generative model is ideal when standard models cannot address the specific requirements of
an industry or unique business scenarios. Custom models provide tailored solutions that better fit
specialized needs.

Question: 11

Universal Containers implemented Einstein Copilot for its users.

One user complains that Einstein Copilot is not deleting activities from the past 7 days. What is the
reason for this issue?

A. Einstein Copilot Delete Record Action permission is not associated to the user.
B. Einstein Copilot does not have the permission to delete the user's records.
C. Einstein Copilot does not support the Delete Record action.
Answer: C
Explanation:

Einstein Copilot currently supports various actions like creating and updating records but does not
support the Delete Record action. Therefore, the user's request to delete activities from the past 7 days
cannot be fulfilled using Einstein Copilot.
Unsupported Action: The inability to delete records is due to the current limitations of Einstein Copilot's
supported actions. It is designed to assist with tasks like data retrieval, creation, and updates, but for
security and data integrity reasons, it does not facilitate the deletion of records. User Permissions:
Even if the user has the necessary permissions to delete records within Salesforce, Einstein Copilot
itself does not have the capability to execute delete operations.
Reference:
Salesforce AI Specialist Documentation - Einstein Copilot Supported Actions:
Lists the actions that Einstein Copilot can perform, noting the absence of delete operations. Salesforce
Help - Limitations of Einstein Copilot:
Highlights current limitations, including unsupported actions like deleting records.

Question: 12

What is the primary purpose of Model Builder in Salesforce?

A. To create and customize AI models for specific use cases

B. To deploy AI models on cloud infrastructure
C. To manage data storage and retrieval

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D. To automate data cleansing processes

Answer: A
Explanation:

The primary purpose of Model Builder is to allow users to create and customize AI models for specific
use cases. This functionality supports the development of solutions that are tailored to particular
business needs.

Question: 13

Northern Trail Outfitters (NTO) wants to configure Einstein Trust Layer in its production org but is
unable to see the option on the Setup page.
After provisioning Data Cloud, which step must an Al Specialist take to make this option available to
NTO?

A. Turn on Einstein Copilot.

B. Turn on Einstein Generative AI.
C. Turn on Prompt Builder.
Answer: B
Explanation:

For Northern Trail Outfitters (NTO) to configure the Einstein Trust Layer, the Einstein Generative AI
feature must be enabled. The Einstein Trust Layer is closely tied to generative AI capabilities, ensuring
that AI-generated content complies with data privacy, security, and trust standards.
Option A (Turning on Einstein Copilot) is unrelated to the setup of the Einstein Trust Layer, which
focuses more on generative AI interactions and data handling.
Option C (Turning on Prompt Builder) is used for configuring and building AI-driven prompts, but it
does not enable the Einstein Trust Layer.
Salesforce AI Specialist Reference:
For more details on the Einstein Trust Layer and setup steps:
https://help.salesforce.com/s/articleView?id=sf.einstein_trust_layer_overview.htm

Question: 14

When configuring a custom AI model in Salesforce, what is a key factor to consider?

A. The number of users who will interact with the model

B. The cost of model deployment
C. The time required for training the model
D. The model's ability to integrate with existing Salesforce workflows
Answer: D
Explanation:

A key factor to consider is the model's ability to integrate with existing Salesforce workflows. Effective
integration ensures that the custom AI model complements and enhances current processes without
causing disruptions

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Question: 15
.
Which type of model would be most suitable for generating personalized customer experiences?

A. Data mining model

B. Predictive analytics model
C. Generative AI model
D. Rule-based AI model
Answer: C
Explanation:

A generative AI model is most suitable for creating personalized customer experiences as it can
generate content or responses tailored to individual customer preferences and needs.

Question: 16

Universal Containers needs a tool that can analyze voice and video call records to provide insights on
competitor mentions, coaching opportunities, and other key information. The goal is to enhance the
team's performance by identifying areas for improvement and competitive intelligence.
Which feature provides insights about competitor mentions and coaching opportunities?

A. Call Summaries
B. Einstein Sales Insights
C. Call Explorer
Answer: C
Explanation:

For analyzing voice and video call records to gain insights into competitor mentions, coaching
opportunities, and other key information, Call Explorer is the most suitable feature. Call Explorer, a
part of Einstein Conversation Insights, enables sales teams to analyze calls, detect patterns, and
identify areas where improvements can be made. It uses natural language processing (NLP) to extract
insights, including competitor mentions and moments for coaching. These insights are vital for
improving sales performance by providing a clear understanding of the interactions during calls. Call
Summaries offer a quick overview of a call but do not delve deep into competitor mentions or coaching
insights.
Einstein Sales Insights focuses more on pipeline and forecasting insights rather than call-based analysis.
Reference:
Salesforce Einstein Conversation Insights Documentation:
https://help.salesforce.com/s/articleView?id=einstein_conversation_insights.htm

Question: 17

What is the benefit of using a Bring Your Own Large Language Model (BYOLLM) in Salesforce?

A. It allows businesses to leverage proprietary AI models within Salesforce

B. It speeds up the AI model training process
C. It reduces the need for external data sources
D. It simplifies model deployment

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Answer: A
Explanation:

The primary benefit of using a BYOLLM is that it allows businesses to integrate and leverage their
proprietary AI models within Salesforce, enabling the use of customized solutions that are aligned with
their unique requirements.

Question: 18

Which feature of the Einstein Trust Layer is designed to identify and reduce the risk of harmful or toxic
outputs from generative AI?

A. Dynamic Grounding with Secure Data Retrieval

B. Prompt Defense
C. Toxicity Scoring
Answer: C
Explanation:

Toxicity Scoring is designed to identify and reduce the risk of harmful or toxic outputs from generative AI,
ensuring that the content generated is appropriate and safe.

Question: 19

How does the Einstein Trust Layer help organizations comply with strict data privacy regulations?

A. By encrypting data during transmission

B. By allowing users to opt out of data sharing
C. By implementing a Zero-Data Retention Policy
Answer: C
Explanation:

The Einstein Trust Layer helps organizations comply with strict data privacy regulations by implementing
a Zero-Data Retention Policy, which ensures that data is not stored longer than necessary and complies
with privacy laws.

Question: 20

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.
Answer: A
Explanation:

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In Salesforce prompt templates, instructions that guide how the Large Language Model (LLM)
should generate content (in this case, personalized emails) can be included by surrounding the
instruction text with triple quotes ("""). This formatting ensures that the LLM adheres to the specific
instructions while generating the email content.
The use of triple quotes allows the AI to understand that the enclosed text is a directive for how to
approach the task, such as limiting the content to associated opportunity information or encouraging a
specific action from the recipient.
Refer to Salesforce Prompt Builder documentation for detailed instructions on how to structure prompts
for generative AI.

Question: 21

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.
Answer: C
Explanation:

An AI Specialist wants to ground a new prompt template with the User related list. Grounding in
prompt templates involves using data from related lists to provide context or additional information to
the Large Language Model (LLM) when generating responses.
Key Consideration:
Unsupported Related Lists in Prompt Templates:
Limitation: The User related list is not supported in prompt templates for grounding purposes. Reason:
Salesforce restricts certain objects and related lists from being used in prompt templates to maintain
data security and integrity. The User object often contains sensitive information and is subject to strict
access controls.
Impact: Attempting to use the User related list in a prompt template will not work as expected because
the system does not support it.
Why Options A and B are Incorrect:
Option A (The User related list should have View All access):
Incorrect: Even with View All access, the User related list is still not supported in prompt templates.
Security Concerns: Granting View All access to the User object is a significant security risk and not a
recommended practice.
Option B (The User related list needs to be included on the record page):
Incorrect: Including the User related list on the record page does not affect its availability in prompt
templates.
Irrelevance: The placement of the related list on the record page does not change the system's ability
to access it in a prompt template.
Reference:
Salesforce AI Specialist Documentation - Prompt Templates Limitations:
Details the objects and related lists that are not supported in prompt templates. Salesforce Help - Data
Access in Prompt Templates:
Explains how data access and security considerations affect the use of objects in prompt templates.
Salesforce Trailhead - Understanding Prompt Template Grounding:
Provides insights into grounding prompt templates and the limitations involved. Conclusion:

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Since the User related list is not supported in prompt templates, the AI Specialist must consider
alternative approaches. They might need to redesign the prompt template to use supported objects or
related lists, or explore other methods to incorporate necessary user information while adhering to
Salesforce's data access policies.

Question: 22

What is the primary role of Prompt Defense in the Einstein Trust Layer?

A. To monitor data for compliance with regulations

B. To prevent unintended AI-generated outputs
C. To dynamically update the AI model with new data
Answer: B
Explanation:

The primary role of Prompt Defense is to prevent unintended AI-generated outputs, helping to ensure
that the content produced by AI models is appropriate and aligned with user expectations.

Question: 23

Before activating a custom copilot action, an AI Specialist would like is to understand multiple real- world
user utterances to ensure the action being selected appropriately.
Which tool should the AI Specialist recommend?

A. Model Playground
B. Einstein Copilot
C. Copilot Builder
Answer: C
Explanation:

To understand multiple real-world user utterances and ensure the correct action is selected before
activating a custom copilot action, the recommended tool is Copilot Builder. This tool allows AI
Specialists to design and test conversational actions in response to user inputs, helping ensure the
copilot can accurately handle different user queries and phrases. Copilot Builder provides the ability to
test, refine, and improve actions based on real-world utterances.
Option C is correct as Copilot Builder is designed for configuring and testing conversational actions.
Option A (Model Playground) is used for testing models, not user utterances.
Option B (Einstein Copilot) refers to the conversational interface but isn't the right tool for designing
and testing actions.
Reference:
Salesforce Copilot Builder Overview:
https://help.salesforce.com/s/articleView?id=sf.einstein_copilot_builder.htm

Question: 24

Which feature of the Einstein Trust Layer is critical for maintaining compliance with international data
protection standards?

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A. Global data redundancy

B. Multi-language support
C. Cross-platform integration
D. Data localization and sovereignty controls
Answer: D
Explanation:

Data localization and sovereignty controls are critical for maintaining compliance with international data
protection standards by ensuring that data is stored and managed according to the regulations of the
respective jurisdictions.
These questions cover a broad range of concepts related to the Einstein Trust Layer, including its
security, privacy, and data management features.

Question: 25

In a scenario where a sales representative needs to quickly generate personalized email templates for
outreach, which Einstein for Sales feature would be most appropriate?

A. Einstein Email Insights

B. Einstein Opportunity Scoring
C. Einstein Email Drafting
D. Einstein Lead Scoring
Answer: C
Explanation:

Einstein Email Drafting helps sales representatives quickly generate personalized email templates,
improving the efficiency and effectiveness of their outreach.

Question: 26

For a customer service scenario where a support agent requires suggestions for responses to customer
queries, which Einstein for Service feature should be used?

A. Einstein Case Classification

B. Einstein Bots
C. Einstein Article Recommendations
D. Einstein Next Best Action
Answer: D
Explanation:

Einstein Next Best Action provides support agents with suggestions for the most appropriate responses
to customer queries, helping them handle cases more effectively.

Question: 27

Which Einstein for Sales feature can automatically create follow-up tasks based on customer interactions
and insights?

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A. Einstein Activity Capture

B. Einstein Lead Scoring
C. Einstein Opportunity Insights
D. Einstein Task Automation
Answer: D
Explanation:

Einstein Task Automation can automatically create follow-up tasks based on customer interactions and
insights, streamlining the sales process.

Question: 28

If a sales team wants to generate predictive insights about customer behavior and preferences, which
Einstein for Sales feature would be suitable?

A. Einstein Lead Scoring

B. Einstein Predictive Scoring
C. Einstein Forecasting
D. Einstein Analytics
Answer: B
Explanation:

Einstein Predictive Scoring provides predictive insights into customer behavior and preferences, helping
sales teams to better understand and engage with their customers.

Question: 29

An AI Specialist is considering using a Field Generation prompt template type.

What should the AI Specialist check before creating the Field Generation prompt to ensure it is
possible for the field to be enabled for generative AI?

A. That the field chosen must be a rich text field with 255 characters or more.
B. That the org is set to API version 59 or higher
C. That the Lightning page layout where the field will reside has been upgraded to Dynamic Forms
Answer: B
Explanation:

Before creating a Field Generation prompt template, the AI Specialist must ensure that the Salesforce
org is set to API version 59 or higher. This version of the API introduces support for advanced
generative AI features, such as enabling fields for generative AI outputs. This is a critical technical
requirement for the Field Generation prompt template to function correctly.
Option A (rich text field requirement) is not necessary for generative AI functionality. Option C
(Dynamic Forms) does not impact the ability of a field to be generative AI-enabled, although it might
enhance the user interface.
For more information, refer to Salesforce documentation on API versioning and Field Generation
templates.

Question: 30

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For a scenario where customer service needs to automate ticket creation from incoming emails, which
Einstein for Service feature is most appropriate?

A. Einstein Bots
B. Einstein Case Classification
C. Einstein Email-to-Case
D. Einstein Knowledge Management
Answer: C
Explanation:

Einstein Email-to-Case automates the creation of support tickets from incoming emails, improving
efficiency in handling customer service requests.

Question: 31

Which Einstein for Sales feature helps identify the best times to contact leads based on historical
engagement data?

A. Einstein Activity Capture

B. Einstein Email Insights
C. Einstein Lead Scoring
D. Einstein Engagement Insights
Answer: D
Explanation:

Einstein Engagement Insights uses historical engagement data to suggest the best times to contact
leads, optimizing outreach efforts.

Question: 32

In a scenario where customer service agents need to recommend relevant knowledge base articles,
which Einstein for Service feature would be helpful?

A. Einstein Case Classification

B. Einstein Article Recommendations
C. Einstein Next Best Action
D. Einstein Bots
Answer: B
Explanation:

Einstein Article Recommendations helps customer service agents by suggesting relevant knowledge
base articles, improving the accuracy and efficiency of responses.

Question: 33

How does the LLM in Einstein Copilot utilize user interaction data to improve its actions?

A. By analyzing user feedback to refine action suggestions

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B. By creating new user profiles based on interaction data

C. By increasing the number of available actions
D. By adjusting the CRM system’s security settings
Answer: A
Explanation:

The LLM uses user interaction data and feedback to refine its action suggestions, improving the
relevance and effectiveness of the actions over time.

Question: 34

Which role is primarily responsible for defining the training data and parameters for a custom model in
Model Builder?

A. System Administrator
B. Data Scientist
C. CRM User
D. Marketing Specialist
Answer: B
Explanation:

Data Scientists are primarily responsible for defining the training data and parameters for custom
models, as they have the expertise required to configure and optimize machine learning models.

Question: 35

What should be the primary focus when configuring a custom model to ensure it effectively addresses a
business problem?

A. The complexity of the model’s architecture

B. The volume of historical data available
C. The alignment of the model’s objectives with the business problem
D. The number of users interacting with the model
Answer: C
Explanation:

The primary focus should be on aligning the model’s objectives with the specific business problem to
ensure that it provides relevant and actionable insights.

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