AI Associate Quiz

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

Cloud Punch 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

PowerHealth, a healthcare company implements an algorithm to analyze patient data and assist in medical diagnosis.

Which primary role does data Quality play in this AI application?

Enhance accuracy and reliability of medical predictions and diagnoses

Ensured compatibility of AI algorithms with the system's Infrastructure

Reduced need of healthcare expertise in interpreting AI outputs

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

Cloud Punch discovered multiple variations of state and country values in contact records.

Which data quality dimension is affected by this issue?

Usage

Accuracy

Consistency

Cloud Punch wants to create a custom service analytics application to analyze 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?

Duplication

Age

Consistency

Cloud Punch 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?

Duplication

Age

Consistency

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

What is an example of Salesforce's Trusted AI Principle of Inclusivity in pratice?

Testing models with diverse datasets

Striving for model explain ability

Working with human rights experts

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.

Which type of bias results from data being labeled according to stereotypes?

Association

Societal

Interaction

Cloud Punch implements a new product recommendation feature for its shoppers that recommends shoes of a given color to display to customers based on the color of the products from their purchase history. Which type of bias is most likely to be encountered in this scenario?

Confirmation

Survivorship

Societal

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

To avoid introducing unintended bias to an AI model, which type of data should be omitted?

Transactional

Engagement

Demographic

Cloud Punch relies on data analysis to optimize its product recommendation; however, CP 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.

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

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.

Cloud Punch 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.

Cloud Punch wants to implement AI features on its Salesforce 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.

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

What is the main focus of the Accountability principle in Salesforce's Trusted AI Principles?

Safeguarding fundamental human rights and protecting sensitive data

Taking responsibility for one's actions toward customers, partners, and society

Ensuring transparency In Al-driven recommendations and predictions

A marketing manager wants to use AI to better engage their customers.

Which functionality provides the best solution?

Journey Optimization

Bring Your Own Model

Einstein Engagement

A Salesforce administrator creates a new field to capture an order's destination country.

Which field type should they use to ensure data quality?

Text

Picklist

Number

A customer using Einstein Prediction Builder is confused about why a certain prediction was made. Following Salesforce's Trusted AI Principle of Transparency, which customer information should be accessible on the Salesforce Platform?

An explanation of how Prediction Builder works and a link to Salesforce's Trusted AI Principles

An explanation of the prediction's rationale and a model card that describes how the model was created

A marketing article of the product that clearly outlines the product's capabilities and features

How does the "right of least privilege" reduce the risk of handling sensitive personal data?

By limiting how many people have access to data

By reducing how many attributes are collected

By applying data retention policies

What is the best method to safeguard customer data privacy?

Automatically anonymize all customer data.

Track customer data consent preferences.

Archive customer data on a recurring schedule.

What is an implication of user consent in regard to AI data privacy?

AI ensures complete data privacy by automatically obtaining user consent.

AI infringes on privacy when user consent is not obtained.

AI operates Independently of user privacy and consent.

What is the key difference between generative and predictive AI?

Generative AI creates new content based on existing data and predictive AI analyzes existing data.

Generative AI finds content similar to existing data and predictive AI analyzes existing data.

Generative AI analyzes existing data and predictive AI creates new content based on existing data.

What is the key benefit of effective interaction between humans and AI systems?

Leads to more informed and balanced decision making

Alerts humans to the presence of biased data

Reduces the need for human involvement

What is a key characteristic of machine learning in the context of AI capabilities?

Uses algorithms to learn from data and make decisions

Relies on preprogrammed rules to make decisions

Can perfectly mimic human intelligence and decision-making

Cloud Punch wants to ensure that multiple records for the same customer are removed in Salesforce.

Which feature should be used to accomplish this?

Duplicate management

Trigger deletion of old records

Standardized field names

An administrator at Cloud Punch wants to ensure that a field is set up on the customer record so their preferred name can be captured.

Which Salesforce field type should the admin use to accomplish this?

Multi-Select Picklist

Text

Rich Text Area

What is a possible outcome of poor data quality?

AI models maintain accuracy but have slower response times.

Biases in data can be inadvertently learned and amplified by AI systems

AI predictions become more focused and less robust.

How does data quality impact the trustworthiness of Al-driven decisions?

The use of both low-quality and high-quality data can improve the accuracy and reliability of AI- driven decisions.

High-quality data improves the reliability and credibility of Al-driven decisions, fostering trust among users.

Low-quality data reduces the risk of overfitting the model, improving the trustworthiness of the predictions

Cloud Punch learns of complaints from customers who are receiving too many sales calls and emails. Which data quality dimension should be assessed to reduce these communication Inefficiencies?

Duplication

Usage

Consent

A developer is tasked with selecting a suitable dataset for training an AI model in Salesforce to accurately predict current customer behavior. What is a crucial factor that the developer should consider during selection?

Number of variables ipn the dataset

Size of the dataset

Age of the dataset

What is machine learning?

AI that can grow its intelligence

AI that creates new content

A data model used in Salesforce

Cloud Punch wants to decrease the workload for its customer care agents by implementing a chatbot on its website that partially deflects incoming cases by answering frequency asked questions.

Which field of AI is most suitable for this scenario?

Natural language processing

Computer vision

Predictive analytics

A consultant conducts a series of Consequence Scanning workshops to support testing diverse datasets.

Which Salesfroce Trusted AI Principles is being practiced?

Transparency

Inclusivity

Accountability

What is an example of ethical debt?

Violating a data privacy law and falling to pay fines

Launching an AI feature after discovering a harmful bias

Delaying an AI product launch to retrain an AI data model

What can bias in AI algorithms in CRM lead to?

Personalization and target marketing changes

Advertising cost increases

Ethical challenges in CRM systems

In the context of Salesforce's Trusted AI Principles, what does the principle of Empowerment primarily aim to achieve?

Empower users to off skill level to build AI application with clicks, not code.

Empower users to contribute to the growing body of knowledge of leading AI research.

Empower users to solve challenging technical problems using neural networks.

What is a potential source of bias in training data for AI models?

The data is collected in are time from sources systems.

The data is skewed toward is particular demographic or source.

The data is collected from a diverse range of sources and demographics.

A financial institution plans a campaign for preapproved credit cards?

How should they implement Salesfroce's Trusted AI Principle of Transparency?

Communicate how risk factors such as credit score can impact customer eligibility.

Flag sensitive variables and their proxies to prevent discriminatory lending practices.

Incorporate customer feedback into the model's continuous training.

A data quality expert at Cloud Punch wants to ensure that each new contact contains at least an email address.

Which feature should they use to accomplish this?

Validation Rule

Autofill

Duplicate Matching Rule

A business analyst (BA) wants to improve business by enhancing their sales processes and customer.

Which AI application should the BA use to meet their needs?

Machine learning models and chatbot predictions

Lead scoring, opportunity forecasting, and case classification

Sales data cleansing and customer support data governance

How can you use Salesforce AI to build predictive models?

Using Einstein Prediction Builder to create custom AI models without coding.

By only using Salesforce reports and dashboards without AI features.

By integrating third-party AI tools without using Salesforce's native capabilities.

How does AI which CRM help sales representatives better understand previous customer interactions?

Trigger personalized service replies

Provides call summaries

Creates, localizes, and translates product descriptions

Why is it critical to consider privacy concerns when dealing with AI and CRM data?

Confirms the data is accessible to all users

Increases the volume of data collected

Ensures compliance with laws and regulations

A service leader wants to use AI to help customer resolve their issues quicker in a guided self-serve applciation.

Which Einstein Functionality provides the best solution?

Case Classification

Recommendation

Bots

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