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Salesforce AI Associate Study Set Study

Salesforce AI Associate Study Set

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A business analyst (BA) is looking to boost their A. Lead Scoring, Opportunity forecasting, and Case Classification
company's performance by making improvements
in their sales procedures and customer service. * Lead scoring, opportunity forecasting, and case categorization are important
What AI tools could the BA employ to address AI applications for a business analyst (BA) aiming to enhance their company's
these requirements? sales processes and customer support. These AI applications help the BA by
providing data-driven insights, automating manual tasks, and improving
A. Lead Scoring, Opportunity forecasting, and decision-making processes, ultimately leading to improved sales and customer
Case Classification support performance.
B. Cleaning up sales data and ensuring proper
governance of customer support data
C. Utilizing machine learning models and
predicting chatbot behavior

What is a key characteristic of machine learning in C. Utilizes algorithms to learn from data and make decisions
the context of AI capabilities?
* Machine learning is a type of AI that uses algorithms to learn from data and
A. Can perfectly mimic human intelligence and make decisions.
decision-making
B. Relies on preprogrammed rules to make
decisions
C. Utilizes algorithms to learn from data and make
decisions

In the realm of AI capabilities, what is the primary A. Analyzing and comprehending visual information
function of computer vision?
* Computer vision is a type of AI that interprets and understands visual data.
A. Analyzing and comprehending visual
information
B. Improving images through image processing
techniques
C. Forecasting future results using data

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Salesforce
What constitutes AI Associate
the foundational Study Set
components of C. Algorithms, data, and computational resources
AI systems?
* The core components of AI systems are algorithms, data, and computation.
A. Algorithms, software, and hardware elements Algorithms provide the rules and instructions for the AI system, data is used to
B. Algorithms, data, and hardware infrastructure train the AI system, and computation is the process of executing the algorithms
C. Algorithms, data, and computational resources on the data.

A sales manager wants to improve Salesforce C. Prioritizing leads and predicting sales opportunities
operations with AI. What AI application would
offer the greatest benefits? * In Salesforce, AI improves sales by scoring leads and predicting future
opportunities, helping leaders prioritize leads and enhance sales processes.
A. Handling and organizing data effectively
B. Generating sales-related dashboards and
reports
C. Prioritizing leads and predicting sales
opportunities

A service leader plans to use AI to help A. Automated Chatbots

customers resolve their queries more quickly with
a guided self-service app. Which Einstein feature * Chatbots in a self-service app interact with customers in real time, understand
offers the most suitable solution for this? their questions, and offer quick solutions, making self-help more efficient and
user-friendly.
A. Automated Chatbots
B. Categorizing Cases
C. Offer personalized recommendations

B. Journey Optimization
A marketing manager wants to use AI to better
engage with their customers. Which functionality * With Salesforce Marketing Cloud Engagement.
provides the best solution?
Journey Optimization allows one to Create, test, and optimize personalized
A. Bring Your Own Model campaign variations with built-in predictive AI. Make every moment count by
B. Journey Optimization automating and customizing all aspects of customer engagement — including
C. Einstein Engagement channel, content, timing, and send frequency. Scale dynamic journeys and
improve productivity with AI.

Which features of Einstein enhance sales C. Opportunity Scoring, Lead Scoring, Account Insights
efficiency and effectiveness?
* Opportunity Scoring, Lead Scoring, and Account Insights are all features of
A. Opportunity Scoring, Opportunity List View, Einstein that contribute to enhancing sales efficiency and effectiveness.
Opportunity Dashboard
B. Opportunity List View, Lead List View, Account
List View
C. Opportunity Scoring, Lead Scoring, Account
Insights

Cloudy Computing wants to use AI to enhance its C. Einstein Lead Scoring and Case Classification
sales processes and customer support. Which
capability should they use? * Einstein Lead Scoring enhances your sales processes and Case Classification
enhances your customer support processes using AI capabilities.
A. Dashboard of Current Leads and Cases
B. Sales Path and Automated Case Escalations
C. Einstein Lead Scoring and Case Classification

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Salesforce AI Associate Study Set

In what way does AI aid in the process of lead
C. Evaluates leads using customer information

qualification?
* AI assists in the lead qualification process by analyzing customer data. AI
algorithms can assess various aspects of leads, such as their behavior,
A. Generates customized SMS marketing
demographics, and interactions with a company's website or products. By
campaigns
processing this information, AI can assign scores or labels to leads, indicating
B. Engages with potential customers
their likelihood to convert into customers. This automated evaluation streamlines
automatically
the lead qualification process and helps sales teams prioritize their efforts on
C. Evaluates leads using customer information
leads that are more likely to result in successful conversions.

During a conversation with a customer A. Privacy, bias, compliance, and security

considering AI implementation in Salesforce, what
should be the consultant's top priority when * The consultant's main concerns with AI Ethics should be privacy, bias, security,
discussing the ethical aspects of data and following the rules. These things make sure AI is used responsibly and that
management? people's data is treated with respect.

A. Privacy, bias, compliance, and security

B. Visualization, data storage, and retrieval
C. Network, software, and hardware

A. Automation
What is the term for bias that imposes the values
of a system onto others?
* Automation bias means a system forces its own ideas onto others. For
example, in a beauty contest judged by AI in 2016, the AI mostly picked white
A. Automation
winners because it was trained on pictures of white women and didn't recognize
B. Societal
the beauty in people with different features or skin colors. This shows how the
C. Association
bias in the AI's training data affected the contest's results.

What could be a origin of bias in the training data C. The data primarily comes from a specific demographic or source
used for AI models?
* Skewed data can introduce bias into AI algorithms.
A. The data is gathered directly from source
systems in real-time
B. The data is gathered from a wide variety of
sources and people
C. The data primarily comes from a specific
demographic or source

What is the significance of data protection A. Safeguards privacy and compliance

measures in AI usage?
* Data protection measures are primarily implemented to ensure privacy and
A. Safeguards privacy and compliance compliance with regulations.
B. Expands the range of data collected
C. Enhances the quality of data

Why is the explainability of trusted AI systems A. Clarifies how AI models reach decisions
important?
* Explainability in AI systems is about providing clear explanations of how AI
A. Clarifies how AI models reach decisions models make decisions.
B. Adds complexity to AI models
C. Boosts the security and precision of AI models

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Salesforce
What action leadsAI
to Associate Study
bias in the training data forSet C. Employing a dataset that lacks representation from various perspectives and
AI algorithms? populations

A. Utilizing a sizable dataset that requires * Skewed data can introduce bias into AI algorithms.
significant computational resources
B. Utilizing a dataset that includes a variety of
perspectives and populations
C. Employing a dataset that lacks representation
from various perspectives and populations

Why is it vital to address privacy issues when A. Guarantees adherence to laws and regulations
handling AI and CRM data?
* Data protection measures are primarily implemented to ensure privacy and
A. Guarantees adherence to laws and regulations compliance with regulations.
B. Does not impact the quantity of data collected
C. Validates data accessibility for all users

What represents a significant obstacle in human- C. Encourages dependence on AI, possibly reducing critical thinking and
AI cooperation in decision-making? supervision

A. Facilitates more knowledgeable and impartial Over-reliance on AI can potentially lead to less critical thinking and oversight.
decision-making
B. Diminishes the necessity for human
participation in decision-making procedures
C. Encourages dependence on AI, possibly
reducing critical thinking and supervision

A. Humans and AI collaborate to make well-informed decisions

Can you provide an instance of successful
cooperation between humans and AI systems?
* Effective collaboration between humans and AI systems involves leveraging
the strengths of each, particularly in the context of Salesforce's suite of
A. Humans and AI collaborate to make well-
products humans and AI to work together, leveraging the strengths of each to
informed decisions
make more informed decisions. This is evident in the design and implementation
B. Humans assign routine tasks to AI
of Salesforce's Einstein Bots, which are designed to work in tandem with human
C. Humans rely on AI for decision-making
agents, not replace them.

What is a method for reducing bias and A. Continuously auditing and monitoring the data used in AI applications
promoting fairness in AI applications?
* Regularly auditing AI models and implementing bias correction techniques is a
A. Continuously auditing and monitoring the data recognized method to mitigate bias and ensure fairness.
used in AI applications
B. Employing data that has a larger representation
of minority groups compared to majority groups
C. Including data features in the AI application to
benefit a population

What purpose do Salesforce's Trusted AI C. Guiding the ethical and responsible utilization of AI
Principles serve within CRM systems?
* Salesforce's Trusted AI Principles are a set of guidelines that the company
A. Defining the technical requirements for AI follows when developing and using AI in its CRM systems. These principles are
integration based on the following five values: responsible, accountable, transparent,
B. Establishing a structure for AI data model empowering, and inclusive.
precision
C. Guiding the ethical and responsible utilization
of AI

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Salesforce AIto Associate

Cloud Kicks wants Study
implement AI features on Set
its A. Implement Salesforce's Trusted AI Principles.
Salesforce Platform but has concerns about
potential ethical and privacy challenges. What Salesforce's Trusted AI Principles are designed to guide ethical and responsible
should they consider doing to minimize potential AI implementation, including addressing and mitigating bias in AI systems.
AI bias? Following these principles helps ensure that AI is used in a way that minimizes
potential bias and ethical concerns while promoting fairness and transparency
A. Implement Salesforce's Trusted AI Principles. in AI applications.
B. Integrate AI models that auto-correct biased
data.
C. Use demographic data to identify minority
groups.

Regarding Salesforce's Trusted AI Principles, what C. Guaranteeing ethical AI usage

is the main emphasis of the Responsibility
principle? The core emphasis of the Responsibility principle within Salesforce's trusted AI
principles is to secure ethical and accountable AI utilization.
A. Defining the technical requirements for AI
integration
B. Establishing a structure for data model
accuracy
C. Guaranteeing ethical AI usage

What is the main focus of the Accountability A. Taking responsibility for one's actions toward customers, partners, and society
principle In Salesforce's Trusted AI Principles?
The core focus of the Accountability principle within Salesforce's trusted AI
A. Taking responsibility for one's actions toward principles is to guarantee that AI systems are responsible and their actions can
customers, partners, and society be readily understood.
B. Ensuring transparency in AI-driven
recommendations and predictions
C. Safeguarding fundamental human rights and
protecting sensitive data

What does Salesforce's Trusted AI Principle of C. Providing a clear and comprehensible explanation of AI decisions and
Transparency entail? actions

A. Tailoring AI features to align with particular * The principle of transparency in Salesforce's trusted AI principles primarily
business needs advocates for the clear and understandable explanation of AI decisions and
B. Incorporating AI models into Salesforce actions.
workflows
C. Providing a clear and comprehensible
explanation of AI decisions and actions

Within Salesforce's Trusted AI Principles, what is B. Enable users of varying skill levels to create AI applications through user-
the primary goal of the Empowerment principle? friendly interfaces, without needing to write code

A. Enable users to address complex technical * The principle of empowerment in Salesforce's trusted AI principles primarily
challenges using neural networks aims to empower users to understand and control AI systems.
B. Enable users of varying skill levels to create AI
applications through user-friendly interfaces,
without needing to write code
C. Enable users to actively participate in the
expanding field of AI research and knowledge

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Salesforce AI Associate
What is a fundamental aspect to thinkStudy Set
about when B. The role of data in training and refining Salesforce AI models
it comes to data quality in AI implementations?
* Data quality is vital because the data used to train and fine-tune AI models
A. The process of integrating AI models with significantly impacts their performance and outcomes. High-quality,
Salesforce workflows representative, and unbiased data is essential for training AI models that can
B. The role of data in training and refining make accurate predictions and recommendations. Therefore, understanding the
Salesforce AI models role of data in the training and refinement of AI models is key to the success of
C. Methods for tailoring AI features in Salesforce AI implementations.

What role does data quality play in accomplishing A. Data quality is essential for generating precise AI data insights
AI business goals?
* High-quality data is crucial for training AI models, making accurate predictions,
A. Data quality is essential for generating precise and providing valuable insights. Poor-quality data can lead to inaccurate or
AI data insights biased AI results, which can hinder the achievement of business objectives.
B. Data quality is not needed because AI can Therefore, ensuring data quality is a fundamental requirement for AI to deliver
handle all types of data meaningful and reliable insights that can inform business decisions and
C. Data quality is crucial for adhering to AI data strategies.
storage constraints

What effect does a data quality evaluation have A. Establishes a baseline for AI predictions
on business results for companies utilizing AI?
* Assessing data quality provides insights into the quality of data, which is crucial
A. Establishes a baseline for AI predictions for ensuring accurate AI outcomes.
B. Speeds up the introduction of new AI solutions
C. Enhances the efficiency of AI
recommendations

Cloudy Computing employs Einstein for A. Low data quality

generating predictions but is experiencing
inaccuracies. What could be a possible * Good quality data is crucial for accurate predictions. Poor data quality can
explanation for this? lead to inaccurate predictions.

A. Low data quality

B. Excessive data volume
C. Incorrect product choice

A company utilizes Einstein and maintains a high B. The data score might exceed the minimum threshold, but the company isn't
data quality score, yet they are not experiencing using it as a reference for future outcomes.
the advantages of AI. What might be a potential
explanation for not realizing the benefits of AI? * Even with a high data quality score, the company needs to use the score as a
benchmark for future results to see the benefits from AI.
A. The company isn't employing a sufficient
amount of data for predictive purposes.
B. The data score might exceed the minimum
threshold, but the company isn't using it as a
reference for future outcomes.
C. The company isn't utilizing the appropriate
Salesforce product.

How does data quality and transparency impact C. It reduces the likelihood of bias
bias in generative AI?
* AI systems can pick up biases from the data they learn from. If the data is
A. It eliminates the likelihood of bias biased or doesn't represent all perspectives, AI can make biased predictions.
B. It increases the likelihood of bias Good data quality helps spot and reduce these biases but can't completely get
C. It reduces the likelihood of bias rid of them.

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Salesforce AIdepends
Cloudy Computing Associate
on data Study
analysis toSet A. The accuracy of product recommendations is hindered.
optimize its product recommendations; however,
CK encounters a recurring issue of incomplete * Without comprehensive and accurate customer data, the AI system may
customer records, with missing contact struggle to make precise recommendations, potentially impacting the
information and incomplete purchase histories. company's ability to provide relevant and effective product suggestions to
How will this incomplete data quality impact the customers. This incomplete data quality can hinder the accuracy and relevance
company's operations? of the recommendations, which can, in turn, affect the company's operations
and customer satisfaction.
A. The accuracy of product recommendations is
hindered.
B. The diversity of product recommendations is
improved.
C. The response time for product
recommendations is stalled.

A healthcare company implements an algorithm B. Enhanced accuracy and reliability of medical predictions and diagnoses.
to analyze patient data and assist in medical
diagnosis. Which primary role does data quality * High-quality data contributes to more precise and trustworthy medical
play in this AI application? predictions and diagnoses, which is critical for patient care and treatment
decisions. Inaccurate or unreliable data could lead to incorrect diagnoses and
A. Reduced need for healthcare expertise in treatment recommendations, potentially harming patients. Therefore, data
interpreting AI outputs quality plays a primary role in enhancing the accuracy and reliability of medical
B. Enhanced accuracy and reliability of medical predictions and diagnoses in this AI application.
predictions and diagnoses
C. Ensured compatibility of AI algorithms with the
system's infrastructure

What can happen if an organization experiences A. Loss of revenue, diminished customer service, and damage to reputation
low data quality?
* Inaccurate or incomplete data can lead to errors in business operations,
A. Loss of revenue, diminished customer service, resulting in financial losses. It can also affect customer service by causing
and damage to reputation delays, incorrect information, and frustration among customers. Additionally,
B. Decreased employee satisfaction, reduced when an organization's data quality is compromised, it can damage its
stock value, and difficulty in attracting top talent reputation, eroding trust among customers and stakeholders. Therefore, these
C. Technical challenges, inflexible system consequences highlight the importance of addressing data quality issues to
architecture, and slow data processing maintain a successful and reputable organization.

What is the possible outcome of poor data C. Biases in data can be inadvertently learned and amplified by AI systems.
quality?
* When AI models are trained on data that is inaccurate, incomplete, or biased, it
A. AI predictions become more focused and less can result in predictions and generated content that are unreliable and not
robust. representative of the real-world scenarios. In other words, the quality of the
B. AI models maintain accuracy but have slower data used directly impacts the quality of the outcomes produced by AI models.
response times Poor data quality can lead to imprecise predictions and generative outputs,
C. Biases in data can be inadvertently learned and which can undermine the utility and effectiveness of these AI applications.
amplified by AI systems.

Cloudy Computing intends to employ an AI A. Age

model for forecasting shoe demand based on
historical sales data and regional attributes. Which * The Age, Completeness, Accuracy, Consistency, Duplication, and Usage of a
data quality dimension is crucial for achieving this dataset are vital factors to assess when determining its suitability for AI models.
objective? However, the size and the number of variables in the dataset are unrelated to its
appropriateness for AI models.
A. Age
B. Volume
C. Reliability

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Salesforce AI Associate
A developer possesses Study
a significant volume of Set A. Consistency
data, yet it is dispersed across various systems
and lacks standardization. Which fundamental * It's important to emphasize the significance of consistency as a fundamental
data quality aspect should they prioritize to data quality factor. Data volume and data location, on the other hand, are not
guarantee the efficiency of their AI models? directly tied to data quality.

A. Consistency
B. Volume
C. Performance

Cloudy Computing aims to enhance the B. Accuracy

predictive accuracy of its AI model by leveraging
a substantial volume of data. What data quality * High-quality, accurate data is essential for training AI models that make precise
aspect should the company prioritize? predictions. Inaccurate data can lead to incorrect model outputs and reduced
prediction quality. Therefore, ensuring the accuracy of the data is crucial to
A. Location achieving more reliable and effective AI predictions.
B. Accuracy
C. Volume

A Business Analyst (BA) is in the process of C. Completeness

creating a new AI use case. As part of their
preparations, they generate a report to examine * For each business purpose, make a list of the necessary fields. Afterward,
whether there are any null values in the attributes generate a report indicating the percentage of empty values in these fields.
they intend to utilize. What data quality aspect is Alternatively, you can employ a data quality app from AppExchange.
the BA confirming by assessing null values?

A. Usage
B. Duplication
C. Completeness

Cloudy Computing aims to reduce the workload C. Natural language processing

of its customer care agents by deploying a
chatbot on its website to handle common queries. * Natural language understanding (NLU) is AI's way of understanding human
Which area of AI is best suited for this situation? language. In this situation, Cloudy Computing wants to use a chatbot to talk to
customers and answer their questions. NLU tech helps the chatbot understand
A. Visual data analysis what customers say and give them good answers. This helps a lot with handling
B. Predictive data insights common questions and making customer support better.
C. Natural language processing

A. Neural networks
What AI method involves a network of
connections that are influenced by weights and
* Neural networks are a type of AI tool made of interconnected nodes with
biases?
weights and biases. These connections are crucial for their ability to process and
learn from data, making them vital in AI tasks like recognizing patterns,
A. Neural networks
understanding language, and analyzing images. Neural networks work
B. Rule-based systems
somewhat like human brain neurons, which is why they're called "neural
C. Predictive analytics
networks".

Which type of AI focuses on very specific tasks? B. Narrow AI

A. General AI * Weak/narrow AI encompasses AI systems that are created to execute a

B. Narrow AI particular task or a predefined set of tasks.
C. Super AI

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Salesforce AI Associate
What kind of AI employs Study
machine learning to Set A. Generative
generate fresh and unique output based on a
provided input? * Generative AI employs machine learning techniques to produce novel and
unique output based on a given input. It can create new content, such as text,
A. Generative images, or even music, by learning patterns and relationships in the input data
B. Predictive and generating new data that fit those patterns. This is why generative AI is often
C. Probabilistic used in creative applications like art generation, text generation, and more.

How does an organization benefit from using AI B. Customers are more likely to be satisfied with their shopping experience.
to personalize the shopping experience of online
customers? * Using AI to personalize the online shopping experience leads to increased
customer satisfaction. This happens because personalized recommendations
A. Customers are more likely to share personal make shopping more convenient, engaging, and relevant, which ultimately
information with a site that personalizes their boosts conversion rates, customer retention, and loyalty.
experience.
B. Customers are more likely to be satisfied with https://trailhead.salesforce.com/content/learn/modules/artificial-intelligence-
their shopping experience. for-business/use-artificial-intelligence-to-meet-your-business-needs
C. Customers are more likely to visit competitor
sites that personalize their experience.

What are three frequently employed examples of A. Predictive scoring, forecasting, recommendations
AI in CRM?
* These are three common uses of AI in CRM involving predicting customer
A. Predictive scoring, forecasting, behavior, forecasting future trends, and providing personalized
recommendations recommendations to enhance customer engagement and sales efficiency within
B. Predictive scoring, reporting, image the CRM system.
classification
C. Einstein Bots, face recognition,
recommendations

What do predictive analytics, machine learning, B. Various AI applications applicable in Salesforce

natural language processing (NLP), and computer
vision refer to? * Predictive analytics, machine learning, NLP, and computer vision represent
distinct forms of artificial intelligence utilized in Salesforce to improve various
A. Different data models employed in Salesforce business functions like sales, marketing, and customer service.
B. Various AI applications applicable in Salesforce
C. Diverse automation tools used in Salesforce

What are some significant advantages of AI in A. Improves case handling by organizing and monitoring customer support
enhancing customer experiences within CRM? issues, recognizing subjects, and summarizing case solutions

A. Improves case handling by organizing and * One big advantage of AI in CRM is that it sorts, organizes, and tracks customer
monitoring customer support issues, recognizing support cases and their details. This leads to more personalized and efficient
subjects, and summarizing case solutions customer service.
B. Enhances security measures in CRM to protect
sensitive customer information from potential
breaches and security risks
C. Completely automates the customer support
journey, ensuring smooth, automated interactions
with customers

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Salesforce AIbenefits
What are some key Associate Study Set
of AI in improving A. Streamlines case management by categorizing and tracking customer
customer experiences in CRM? support cases, identifying topics, and summarizing case resolutions

A. Streamlines case management by categorizing * AI in CRM categorizes cases, tracks support types, prioritizes cases, monitors
and tracking customer support cases, identifying status, identifies topics, reasons, and closure codes, and tracks case types and
topics, and summarizing case resolutions channels. This leads to more personalized and efficient customer service.
B. Fully automates the customer service
experience, ensuring seamless automated
interactions with customers
C. Improves CRM security protocols,
safeguarding sensitive customer data from
potential breaches and threats

Cloudy Computing latest email campaign is B. Create personalized emails

struggling to attract new customers. How can AI
increase the company's customer email * Creating personalized emails is a well-known strategy to increase customer
engagement? email engagement. AI can analyze customer data and behavior to generate
personalized content and recommendations, making emails more relevant to
A. Remove invalid email addresses individual recipients. This personalization can lead to higher open rates, click-
B. Create personalized emails through rates, and overall engagement.
C. Resend emails to inactive recipients

What is the involvement of humans in AI-powered B. Humans have a crucial role in supervising AI-powered CRM processes,
CRM procedures? adding context, and making ultimate decisions

A. Humans are excluded from AI-driven CRM * Humans do have a vital function in supervising AI-powered CRM procedures,
processes offering context, and rendering ultimate judgments.
B. Humans have a crucial role in supervising AI-
powered CRM processes, adding context, and
making ultimate decisions
C. Humans are solely involved in configuring AI-
driven CRM processes but are not part of the
ongoing operation

To avoid introducing unintended bias to an AI C. Demographic

model, which type of data should be omitted?
* To mitigate the risk of bias inherent in demographic targeting, use interest- and
A. Transactional intent-based targeting.
B. Engagement
C. Demographic

B. Track customer data consent preferences.

What is the best method to safeguard customer
data privacy?
* By continuously tracking and respecting customer data consent preferences,
organizations can ensure that they are using customer data in compliance with
A. Archive customer data on a recurring schedule.
privacy regulations and the individual choices of their customers. This approach
B. Track customer data consent preferences.
prioritizes transparency and consent, which are essential principles in data
C. Automatically anonymize all customer data.
privacy protection.

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Salesforce
What step shouldAI
be Associate Study
followed to build Set
and apply C. Establish safeguards to mitigate harmful content and safeguard Personally
reliable generative AI while considering Identifiable Information (PII)
Salesforce's safety guidelines?
* Establish safeguards to mitigate harmful content and safeguard Personally
A. Construct appropriately sized models to Identifiable Information (PII)" is the correct answer because it aligns with the
minimize environmental impact principles of responsible and ethical AI development, as well as data protection.
B. Maintain transparency when AI generates and
independently delivers content
C. Establish safeguards to mitigate harmful
content and safeguard Personally Identifiable
Information (PII)

Which statement best reflects Salesforce's B. Guarantee proper consent and transparency when employing AI-generated
commitment to honesty in training AI models? responses

A. Manage bias, toxicity, and harmful content by * Ensuring that users are aware of and have given their consent for the use of AI-
implementing integrated guardrails and guidance generated responses demonstrates transparency and honesty in AI interactions.
B. Guarantee proper consent and transparency It respects user preferences and privacy.
when employing AI-generated responses
C. Reduce the AI model's environmental impact
and carbon footprint during training

What constitutes an instance of ethical debt? B. Introducing an AI feature after identifying a detrimental bias

A. Breaching data privacy regulations and * Ethical debt refers to situations where ethical concerns or issues are
neglecting fine payments recognized but not immediately addressed or corrected. In this case, launching
B. Introducing an AI feature after identifying a an AI feature despite knowing it has a harmful bias creates ethical debt because
detrimental bias the issue of bias has been acknowledged but not rectified. This can lead to
C. Postponing the release of an AI product to negative consequences and ethical dilemmas down the line.
retrain a data model

A. Demographic
What data does Salesforce automatically remove
from Marketing Cloud Einstein engagement
* Demographic data includes information related to characteristics such as age,
model training to reduce bias and ethical risks?
gender, race, ethnicity, and other personal attributes. Excluding demographic
data helps prevent the AI model from learning biases associated with these
A. Demographic
attributes and promotes fairness and non-discrimination in AI-driven processes.
B. Geographic
Salesforce's practice of excluding demographic data aligns with ethical
C. Cryptographic
considerations in AI to avoid bias and promote equity.

What are some of the ethical challenges B. Potential for human bias in machine learning algorithms and the lack of
associated with AI development? transparency in AI decision-making processes

A. Implicit transparency of AI systems, which * The ethical challenges in AI development primarily revolve around the
makes it easy for users to understand and trust potential for human bias in machine learning algorithms and the need for
their decisions transparency in AI decision-making processes. These challenges highlight the
B. Potential for human bias in machine learning importance of addressing biases and promoting transparency to ensure
algorithms and the lack of transparency in AI responsible and ethical AI development.
decision-making processes
C. Inherent neutrality of AI systems, which
eliminates any potential for human bias in
decision-making

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Salesforce AIbias
Salesforce defines Associate Study Set
as using a person's A. Financial status
immutable traits to classify them or market to
them. Which potentially sensitive attribute is an * Financial status is an example of an immutable trait, which is a characteristic
example of an immutable trait? that cannot be changed or is highly resistant to change over time. Financial
status typically includes attributes like income level, wealth, or financial stability,
A. Financial status which are not easily altered by an individual. Using such immutable traits for
B. Nickname classification or marketing purposes can be sensitive and potentially
C. Email address discriminatory, which aligns with Salesforce's definition of bias.

Cloudy Computing is testing a new AI model. A. Test with diverse and representative datasets appropriate for how the model
Which approach aligns with Salesforce's Trusted will be used.
AI Principle of Inclusivity?
* Inclusive principle - consider diversity, equality, and fairness. Testing with
A. Test with diverse and representative datasets diverse data ensures the model's impact is understood in different situations. It's
appropriate for how the model will be used. not just about talking.
B. Rely on a development team with uniform
backgrounds to assess the potential societal
implications of the model.
C. Test only with data from a specific region or
demographic to limit the risk of data leaks.

A customer using Einstein Prediction Builder is C. An explanation of the prediction's rationale and a model card that describes
confused about why a certain prediction was how the model was developed
made. Following Salesforce's Trusted AI Principle
of Transparency, which customer information * Transparency principle - Customers should comprehend the reasoning behind
should be accessible on the Salesforce Platform? each AI-generated recommendation and prediction. This involves offering
comprehensive details such as model cards.
A. A marketing article of the product that clearly
outlines the product's capabilities and features
B. An explanation of how Prediction Builder works
and a link to Salesforce's Trusted AI Principles
C. An explanation of the prediction's rationale and
a model card that describes how the model was
developed

How can Cloudy Computing enhance its AI C. Soliciting independent feedback from external ethics experts, customers, and
practices while adhering to Salesforce's Trusted AI advisory boards
Principles?
* The Accountable principle underscores taking responsibility for one's actions
A. Conducting internal surveys among the towards stakeholders and actively seeking external input for ongoing
company's employees enhancements.
B. Embracing AI practices in line with industry
trends and competition
C. Soliciting independent feedback from external
ethics experts, customers, and advisory boards

The technical team at Cloudy Computing is C. Ethical AI Practice Maturity Model

evaluating the efficiency of their AI development
procedures. Which well-established Salesforce * This model is designed to guide the development of AI solutions in an ethically
model should guide the creation of reliable AI responsible manner, emphasizing best practices, transparency, and compliance
solutions? with ethical principles. It provides a framework for evaluating and improving the
ethical maturity of AI practices within an organization, making it the most
A. Ethical AI Process Maturity Model suitable choice for Cloudy Computing's evaluation of their AI development
B. Ethical AI Prediction Maturity Model processes.
C. Ethical AI Practice Maturity Model

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Salesforce
Which SalesforceAI Associate
Trusted AI PrincipleStudy
highlightsSet B. Inclusiveness
the significance of designing AI models to reduce
bias for everyone potentially affected? * This principle underscores the need to consider and include diverse
perspectives, demographics, and user groups when developing AI solutions to
A. Transparency promote fairness and equitable outcomes. It aligns with the goal of reducing
B. Inclusiveness bias and ensuring that AI benefits a broad and inclusive audience.
C. Accountability

When should the use of natural language C. At the outset of their conversation with AI
processing (NLP) for automated customer service
be disclosed to the customer, following * Disclosing the use of NLP for automated customer service at the beginning of
Salesforce's Trusted AI Principles? the conversation ensures transparency and informs the customer that they are
interacting with an AI system rather than a human agent. This upfront disclosure
A. After they have finished their interaction with AI promotes trust and transparency in the customer-agent interaction, allowing
B. When they specifically ask for a live agent customers to make informed decisions about their engagement with the AI
C. At the outset of their conversation with AI system.

In what way should a financial institution adhere A. Clarify how risk factors like credit score may influence customer eligibility
to Salesforce's Trusted AI Principle of
Transparency when executing a campaign for * Transparency involves providing clear and understandable explanations of
preapproved credit cards? how AI-driven decisions are made. In the context of a financial institution's
campaign for preapproved credit cards, explaining to customers how risk
A. Clarify how risk factors like credit score may factors like a credit score can impact their eligibility is essential for transparency.
influence customer eligibility It ensures that customers clearly understand the criteria used to determine
B. Highlight sensitive variables and their stand-ins eligibility and fosters trust in the decision-making process. This transparency
to avoid biased lending practices also helps customers make informed choices about applying for a pre-
C. Integrate customer input into the ongoing approved credit card.
training of the model

Cloudy Computing is getting a dataset ready for B. Investigate the data inconsistencies and implement data quality methods
an AI model but notices certain irregularities in
the data. What should the company do as the * When inconsistencies are identified in a dataset, it's essential to examine the
most suitable course of action? root causes of those inconsistencies and take steps to improve data quality. This
typically involves investigating why the data is inconsistent, identifying errors or
A. Modify the AI model to accommodate the data missing values, and applying data cleaning or data quality techniques to ensure
irregularities the dataset is accurate and reliable for training AI models. Simply adjusting the
B. Investigate the data inconsistencies and AI model or increasing the quantity of data won't address the underlying data
implement data quality methods quality issues, which can lead to inaccurate model outcomes.
C. Expand the amount of data used for training
the model

A system administrator acknowledges the A. Naming conventions

necessity of establishing a data management
strategy. What is a fundamental element of a data * Naming conventions play a crucial role in establishing the guidelines for a data
management strategy? management strategy.

A. Naming conventions
B. Data backup
C. Color coding

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Salesforce AIconducts
Cloudy Computing Associate Study Set
a data quality C. Validity
evaluation and identifies several contact records
with future dates of birth. In this situation, which * In this case, having future dates of birth is not valid, as it contradicts the
data quality aspect should be employed to assess expected and accurate date ranges for birthdates.
the date of birth?

A. Consistency
B. Timeliness
C. Validity

What does "data completeness" mean when A. The extent to which all necessary data points exist within the dataset
discussing data quality?
* Data completeness refers to how much of the required or necessary data is
A. The extent to which all necessary data points present within a dataset. It measures whether all the relevant data points are
exist within the dataset there or if there are missing or incomplete parts of the dataset.
B. The act of combining multiple datasets from
different databases
C. The capacity to retrieve data from various
sources in real-time

Cloud Kicks wants to create a custom service A. Consistency

analytics application to analyze cases in
Salesforce. The application should rely on * Consistency in data quality ensures that data is uniform and follows a
accurate data to ensure efficient case resolution? standardized format, which is crucial for accurate analysis and efficient case
resolution in this scenario.
A. Consistency
B. Age
C. Duplication

A sales manager aims to improve the quality of B. Review and update missing lead information
lead data in their CRM system. What is the most
likely process to assist the team in achieving this * This directly addresses the issue of incomplete or inaccurate lead data. By
objective? identifying and filling in missing information in lead records, the team can
enhance the quality and completeness of the data in their CRM system, making
A. Prioritize active leads quarterly it more reliable and useful for sales and marketing activities.
B. Review and update missing lead information
C. Redesign the lead conversion process

An administrator at Cloud Kicks wants to ensure B. Text

that a field is set up on the customer record so
their preferred name can be captured. Which * A text field allows for the entry of a single text value, which is appropriate for
Salesforce field type should the administrator use capturing a customer's preferred name.
to accomplish this?

A. Rich Text Area

B. Text
C. Multi-Select Picklist

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Salesforce AI Associate
How does data quality Study
influence the ethical useSet
of A. Good data quality is crucial to guarantee impartial and equitable AI decisions,
AI applications? uphold ethical standards, and prevent discrimination

A. Good data quality is crucial to guarantee * This accurately describes the role of data quality in ensuring fair and ethical AI
impartial and equitable AI decisions, uphold applications. High-quality data helps AI systems make unbiased decisions,
ethical standards, and prevent discrimination adhere to ethical principles, and avoid discriminatory outcomes by providing a
B. Having high-quality data ensures that the reliable foundation for training and decision-making.
necessary demographic attributes are available
for creating personalized campaigns
C. Poor-quality data lowers the likelihood of
unintentional bias since it doesn't overly cater to
specific demographic groups

How does data quality affect the reliability of AI- A. High-quality data enhances the dependability and credibility of AI-driven
driven decisions? decisions, building trust among users

A. High-quality data enhances the dependability * High-quality data improves the reliability and credibility of AI-driven decisions,
and credibility of AI-driven decisions, building fostering trust among users.
trust among users
B. Low-quality data decreases the likelihood of
model overfitting, enhancing the reliability of
predictions
C. A combination of low-quality and high-quality
data can enhance the accuracy and dependability
of AI-driven decisions

Why is the use of good data crucial for effective B. Results in more precise and dependable predictions and outcomes
AI development?
* High-quality data enhances the precision and reliability of AI predictions and
A. Diminishes the necessity for post-launch outcomes.
implementation monitoring
B. Results in more precise and dependable
predictions and outcomes
C. Guarantees a shorter model training duration

A. Improved customer trust and satisfaction

What is the expected outcome of high-quality
data on customer relationships?
* When a business uses high-quality data effectively, it can better understand its
customers' needs and preferences. This enables the company to provide more
A. Improved customer trust and satisfaction
personalized and relevant experiences, products, and services. As a result,
B. Increased brand loyalty
customers tend to trust the brand more and are more satisfied with their
C. Increased expenses for acquiring customers
interactions, ultimately leading to improved customer trust and satisfaction.

C. Model precision

* Having a diverse, balanced, and large dataset is advantageous for machine

What advantage does a diverse, well-rounded,
learning models because it enhances their accuracy and precision. These types
and extensive dataset offer?
of datasets enable models to generalize patterns effectively, reducing the risk
of overfitting and improving performance on new, unseen data. Additionally,
A. Training duration
large datasets provide a wealth of information that allows models to uncover
B. Data security
subtle patterns and make more accurate predictions. While data privacy and
C. Model precision
training time are important considerations in machine learning, they are not
direct benefits of dataset diversity but rather depend on other aspects of the
machine learning process.

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Salesforce AIto Associate

Cloud Kicks wants Study Set
optimize its business B. Determine data availability
operations by incorporating AI into its CRM
system. What should the company do first to * Cloudy Computing needs to make sure that the data required for AI in their
prepare its data for use with AI? CRM system is easy to access. This step is vital because if the necessary data
isn't readily available, it can cause delays and complications in the AI
A. Remove biased data implementation process. Once data accessibility is confirmed, the company can
B. Determine data availability then proceed with tasks like cleaning and enhancing the data and addressing
C. Determine data outcomes biases, which come later in the data preparation process.

What could be a potential result of inadequate B. Unintentional reinforcement of biases in AI systems due to flawed data
data quality?
* When data is of low quality, it often contains inaccuracies and biases. When AI
A. Reduced diversity and resilience in AI systems are trained on such data, they can inadvertently learn and perpetuate
predictions these biases, causing unfair or discriminatory outcomes. This is a significant
B. Unintentional reinforcement of biases in AI concern in AI and highlights the importance of ensuring data quality to prevent
systems due to flawed data biased AI predictions and decisions.
C. AI models retaining accuracy but experiencing
delayed response times

A Salesforce administrator creates a new field to B. Picklist

capture an order's destination country. Which
field type should they use to ensure data quality?

A. Number
B. Picklist
C. Text

C. By limiting how many people have access to data

How does the "right of least privilege" reduce the
risk of handling sensitive personal data? * Treat Sensitive Data Carefully
Make sure that you're collecting only the data you need. Be intentional about
A. By reducing how many attributes are collected why you're collecting it. Using certain data—such as age, gender, or ethnicity—
B. By applying data retention policies can introduce bias into your personalization solution. Other data, such as postal
C. By limiting how many people have access to codes (which can be highly correlated with race), can serve as proxies for bias.
data Finally, observe the "right of least privilege" and give access only to people that
truly need it, and only when they need it.

A. Communicate AI goals and objectives with those involved prior to all

What is one way to achieve transparency in AI?
interactions.

A. Communicate AI goals and objectives with

* Disclosing the use of NLP for automated customer service at the beginning of
those involved prior to all interactions.
the conversation ensures transparency and informs the customer that they are
B. Establish an ethical and unbiased culture
interacting with an AI system rather than a human agent. This upfront disclosure
amongst those involved.
promotes trust and transparency in the customer-agent interaction, allowing
C. Allow users to give feedback regarding the
customers to make informed decisions about their engagement with the AI
inferences the AI makes about them.
system.

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Salesforce AI Associate
What is the key difference Study Set
between generative B. Generative AI creates new content based on existing data, while predictive AI
and predictive AI? analyzes existing data.

A. Generative AI finds content similar to existing * Generative AI is focused on generating new content, such as text, images, or
data and predictive AI analyzes existing data. even music, based on patterns and information it has learned from existing data.
B. Generative AI creates new content based on It generates novel output.
existing data and predictive AI analyzes existing
data. Predictive AI, on the other hand, uses existing data to make predictions or
C. Generative AI analyzes existing data and forecasts about future events or outcomes. It analyzes data to identify patterns
predictive AI creates new content based on and trends that can be used to predict specific outcomes.
existing data.

C. Testing models with diverse datasets

What is an example of Salesforce's Trusted AI
Principle of Inclusivity in practice? * Inclusivity in AI refers to ensuring that AI systems are fair and unbiased across
different demographic groups. Testing models with diverse datasets means
A. Working with human rights experts using a variety of data that represents different demographics, backgrounds,
B. Striving for model explainability and perspectives to train and evaluate AI models. This helps identify and
C. Testing models with diverse datasets mitigate potential biases and ensures that AI systems work well for a wide range
of users and stakeholders.

What should organizations do to ensure data A. Collect and curate high-quality data from reliable sources.
quality for their AI initiatives?
* High-quality data is fundamental for the success of AI initiatives. It's important
A. Collect and curate high-quality data from to collect data from reliable sources, ensure it's clean and relevant, and curate it
reliable sources. to remove any inconsistencies or errors. Prioritizing data quality is essential for
B. Prioritize model fine-tuning over data quality building accurate and reliable AI models.
improvements
C. Rely on AI algorithms to automatically handle
data quality issues.

Cloud Kicks discovered multiple variations of A. Consistency

state and country values in contact records.
Which data quality dimension is affected by this * Inconsistent data can make it challenging to use the data effectively and can
issue? lead to errors in analysis or operations. Therefore, improving consistency in state
and country values is essential for maintaining data quality.
A. Consistency
B. Accuracy
C. Usage

C. Gender
What is a sensitive variable that can lead to bias?

* Gender is a sensitive variable that, when not handled appropriately in data

A. Country
analysis or AI models, can lead to biased outcomes. It's essential to ensure that
B. Education level
gender-related data is treated with fairness, equity, and consideration to avoid
C. Gender
perpetuating biases or discrimination.

C. Association

What type of bias results from data being labeled * Association bias, also known as associative bias, is a type of bias that arises in
according to stereotypes? data when there are systematic and non-random associations between
variables. This bias occurs when data labels or attributes are influenced by
A. Interaction societal stereotypes, preconceptions, or cultural biases.
B. Societal
C. Association Stereotypes and Preconceptions: Association bias often results from
stereotypes and preconceived notions that people hold about certain groups
or categories. These stereotypes can affect how data is labeled or categorized.

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Salesforce AI Associate Study Set A. Model accuracy

* Having a diverse dataset that accurately represents various aspects of the

problem you're trying to solve can significantly improve the accuracy of
What is a benefit of a diverse, balanced, and large
machine learning models.
dataset?

1. Representativeness: Diverse data ensures that the model has seen a wide
A. Model accuracy
range of examples and variations relevant to the problem.
B. Training time
2. Reduced Bias: A balanced dataset with representation from different groups
C. Data privacy
or classes can reduce bias in model predictions.
3. Generalization: Large datasets provide a rich source of information for the
model to learn from. With more data, the model can better generalize patterns
and make more accurate predictions on new data points.

A developer is tasked with selecting a suitable C. Age of dataset

dataset for training an AI model in Salesforce to
accurately predict current customer behavior. * The age of the dataset is important because using outdated data may not
What is a crucial factor that the developer should accurately reflect the current behavior and preferences of customers. Customer
consider during selection? behavior can change over time, and using a dataset that is not up-to-date could
lead to inaccurate predictions.
A. Size of dataset
B. Number of variables in the dataset
C. Age of dataset

What is an implication of user consent in regard to C. AI infringes on privacy when user consent is not obtained.
AI data privacy?
* User consent is a fundamental aspect of data privacy and ethics. In most cases,
A. AI ensures complete data privacy by AI should not collect, process, or use personal data without the explicit and
automatically obtaining user consent. informed consent of the user. Failing to obtain user consent can indeed infringe
B. AI operates independently of user privacy and on privacy rights and may lead to privacy violations or legal issues.
consent.
C. AI infringes on privacy when user consent is
not obtained.

Cloud Kicks learns of complaints from customers C. Consent

who are receiving too many sales calls and
emails. Which data quality dimension should be * Assessing the consent dimension involves ensuring that the company has
assessed to reduce these communication obtained explicit and valid consent from customers to contact them through
inefficiencies? sales calls and emails. This includes understanding the preferences of customers
regarding communication frequency and type. By respecting customer consent
A. Usage and preferences, the company can improve communication efficiency and
B. Duplication reduce the likelihood of over-communication, which can lead to customer
C. Consent dissatisfaction.

Cloud Kicks wants to ensure that multiple records A. Duplicate management

for the same customer are removed from
Salesforce. Which feature should be used to * Duplicate management in Salesforce is a feature that allows you to identify
accomplish this? and handle duplicate records effectively. It provides tools to detect and merge
duplicate records, ensuring that only a single, accurate record is retained for
A. Duplicate management each customer.
B. Trigger deletion of old records
C. Standardized field names

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Salesforce AIto Associate

Cloud Kicks wants Study
develop a solution to Set B. Consistency
predict customers' product interests based on
historical data. The company found that * The inconsistency in how product category information is captured, with some
employees from one region use a text field to employees using a text field and others using a picklist, represents a lack of
capture the product category, while employees consistency in the data. Consistency is a data quality dimension that focuses on
from other locations use a picklist. Which data ensuring that data is uniformly formatted and structured throughout a dataset.
quality dimension is affected in this scenario?

A. Completness
B. Consistency
C. Accuracy

A. Leads to more informed and balanced decision-making

What is a key benefit of effective interaction
between humans and AI systems?
* Effective collaboration between humans and AI systems involves leveraging
the strengths of each, particularly in the context of Salesforce's suite of
A. Leads to more informed and balanced
products humans and AI to work together, leveraging the strengths of each to
decision-making
make more informed decisions. This is evident in the design and implementation
B. Reduces the need for human involvement
of Salesforce's Einstein Bots, which are designed to work in tandem with human
C. Alerts humans to the presence of biased data
agents, not replace them.

How does data quality impact the trustworthiness A. High-quality data improves the reliability and credibility of AI-driven
of AI-driven decisions? decisions, fostering trust among users.

A. High-quality data improves the reliability and * High-quality data, which is clean, accurate, complete, and representative,
credibility of AI-driven decisions, fostering trust provides a solid foundation for training AI models.
among users.
B. The use of both low-quality and high-quality When AI systems are trained on high-quality data, they are more likely to
data can improve the accuracy and reliability of produce accurate and reliable results.
AI-driven decisions.
C. Low-quality data reduces the risk of overfitting Users are more likely to trust AI-driven decisions when they see that the data
the model, improving the trustworthiness of the used to train the model is of high quality, as it suggests that the model has
predictions. learned from reliable sources and is less prone to errors or biases.

Cloud Kicks implements a new product A. Societal

recommendation feature for its shoppers that
recommends shoes of a given color to display to * Societal bias can occur when the historical data used to make
customers based on the color of the products recommendations reflects existing societal biases or stereotypes. In this case, if
from their purchase history. Which type of bias is the historical purchase data contains biases related to the color preferences of
most likely to be encountered in this scenario? customers, the recommendation system may inadvertently perpetuate those
biases by suggesting products of a certain color more frequently. This can result
A. Societal in recommendations that align with societal biases rather than providing fair and
B. Confirmation diverse recommendations.
C. Survivorship

C. Discover.
Which Einstein capability uses emails to create
content for Knowledge articles? *Salesforce Einstein Discover is an AI-powered feature that can analyze emails
and suggest content for Knowledge articles. It helps identify relevant
A. Generate information from email conversations and assists in creating knowledge articles
B. Predict based on that content. This capability can improve the efficiency of knowledge
C. Discover management by automating the process of article creation from email
correspondence.

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