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Universal
Containers wants to reduce overall agent handling time minimizing the time
spent typing routine answers for common
questions in-chat, and reducing
the post-chat analysis
by suggesting values
for case fields.
Which combination of Einstein for Service features
enables this effort?
A. Einstein Service Replies
and Work Summaries B. Einstein Reply Recommendations and Case Summaries C. Einstein Reply Recommendations and Case Classification
1. Einstein Reply Recommendations: Purpose:Helps agents respond faster during live chats by suggesting the best responses based on historical chat data and common customer inquiries. Functionality: Real-Time Suggestions:Provides agents with a list of recommended replies during a chat session, allowing them to quickly select the most appropriate response without typing it out manually. Customization:Administrators can configure and train the model to ensure the recommendations are relevant and accurate. Benefit:Significantly reduces the time agents spend typing routine answers, thus improving efficiency and reducing handling time. 2. Case Classification: Purpose:Automatically suggests or populates values for case fields based on historical data and patterns identified by AI. Functionality: Field Predictions:Predicts values for picklist fields, checkbox fields, and more when a new case is created. Automation:Can be set to auto-populate fields or provide suggestions for agents to approve. Benefit:Reduces the time agents spend on post-chat analysis and data entry by automating the classification and field population process. Why Options A and B are Less Suitable: Option A (Einstein Service Replies and Work Summaries):Einstein Service Replies:Similar to Reply Recommendations but typically used for email and not live chat. Work Summaries:Provides summaries of customer interactions but does not assist in field value suggestions. Option B (Einstein Reply Recommendations and Case Summaries): Case Summaries:Generates a summary of the case details but does not help in suggesting field values. References: Salesforce AI Specialist Documentation -Einstein Reply Recommendations: Details how Reply Recommendations assist agents in providing quick responses during live chats. Salesforce AI Specialist Documentation -Einstein Case Classification: Explains how Case Classification predicts and suggests field values to streamline case management. Salesforce Trailhead -Optimize Service with AI: Provides an overview of AI features that enhance service efficiency.
Question # 2
Universal Containers is very concerned about security
compliance and wants to understand:
Which prompt text is sent to the large language
model (LLM)
*
How it is masked
* The masked
response
What should the AI Specialist recommend?
A. Ingest the Einstein Shield
Event logs into CRM Analytics. B. Review the debug logs of the running user. C. Enable audit trail in the Einstein Trust Layer.
Explanation: To address security compliance concerns and provide visibility into the prompt text sent to the LLM, how it is masked, and the masked response, the AI Specialist should recommend enabling the audit trail in the Einstein Trust Layer. This feature captures and logs the prompts sent to the large language model (LLM) along with the masking of sensitive information and the AI's response. This audit trail ensures full transparency and compliance with security requirements.
Option A (Einstein Shield Event logs)is focused on system events rather than specific AI prompt data. Option B (debug logs)would not provide the necessary insight into AI prompt masking or responses.
For further details, refer to Salesforce's Einstein Trust Layer documentation about auditing and security measures.
Question # 3
Universal Containers (UC) is looking to enhance its
operational efficiency. UC has recently adopted
Salesforce and is considering implementing Einstein Copilot
to improve its processes.
What is a key reason for implementing Einstein Copilot?
A. Improving data entry and data cleansing B. Allowing AI to perform tasks without user interaction C. Streamlining workflows and automating repetitive tasks
Explanation: The key reason for implementingEinstein Copilotis its ability tostreamline workflowsandautomate repetitive tasks. By leveraging AI, Einstein Copilot can assist users in handling mundane, repetitive processes, such as automatically generating insights, completing actions, and guiding users through complex processes, all of which significantly improve operational efficiency.
Option A(Improving data entry and cleansing) is not the primary purpose of Einstein Copilot, as its focus is on guiding and assisting users through workflows. Option B(Allowing AI to perform tasks without user interaction) does not accurately describe the role of Einstein Copilot, which operates interactively to assist users in real time.
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
Explanation 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.
Question # 5
Universal Containers (UC) wants to improve the efficiency of addressing customer questions and
reduce
agent handling time with AI- generated responses. The agents should
be able to leverage their
existing
knowledge base and identify
whether the responses
are coming from the large language model (LLM) or from
Salesforce Knowledge. Which step should UC take to meet this requirement
A. Turn on Service
AI Grounding, Grounding
with Case, and Service Replies. B. Turn on Service Replies, Service AI Grounding, and Grounding with Knowledge. C. Turn on Service AI Grounding and Grounding with Knowledge.
Explanation: To meet Universal Containers' goal of improving efficiency and reducing agent handling time with AI generated responses, the best approach is to enable Service Replies Service AI Grounding , and Grounding with Knowledge. 1. Service Replies generates responses automatically. 2.Service AI Grounding ensures that the AI is using relevant case data. 3.Grounding with Knowledge ensures that responses are backed by Salesforce Knowledge articles, allowing agents to identify whether a response is coming from the LLM Soralesforce Knowledge . 4.Option C does not include Service Replies, which is necessary for generating AI responses. 5.Option A lacks the Grounding with Knowledge, which is essential for identifying response sources. For more details, refer to Salesforce Service AI documentation on grounding and service replies.
Question # 6
Universal Containers (UC) noticed an increase in customer
contract cancellations in the last few months. UC
is seeking ways to address
this issue by implementing a proactive outreach
program to
customers before they cancel their
contracts and is asking the Salesforce team to provide
suggestions. Which use case functionality of Model Builder aligns with
UC's request?
A. Product recommendation prediction B. Customer churn prediction C. Contract Renewal Date prediction
Explanation: Customer churn prediction is the best use case for Model Builder in address Ing Universal Containers' concerns about increasing customer contract cancellations. By implementing a model that predicts customer churn, UC can proactively identify customers who are at risk of canceling and take action to retain them before they decide to terminate their contracts. This functionality allows the business to forecast churn probability based on historical data and initiate timely outreach programs.
Option B is correct because customer churn prediction aligns with UC's need to reduce cancellations through proactive measures. Option A (product recommendation prediction) is unrelated to contract cancellations. Option C (contract renewal date prediction) addresses timing but does not focus on predicting potential cancellations.
Question # 7
A service
agent is looking
at a custom object that stores travel information. They recently received
a weather alert and now need
to cancel flights for the customers that are related with this itinerary. The
service agent needs to review the Knowledge articles about canceling and
re booking the customer flights. Which Einstein Copilot
capability helps the agent accomplish this?
A. Execute tasks based on available actions,
answering questions using information from accessible
Knowledge articles. B. Invoke a flow which makes a call to external data to create a Knowledge article. C. Generate a Knowledge article based off the prompts that the agent enters to create steps to cancel flights.
Explanation: In this scenario, the Einstein Copilot capability that best helps the agent is its ability to execute tasks based on available actions and answer questions using data from Knowledge articles. Einstein Copilot can assist the service agent by providing relevant Knowledge articles on canceling and re booking flights, ensuring that the agent has access to the correct steps and procedures directly within the workflow.
This feature leverages the agent’s existing context (the travel itinerary) and provides actionable insights or next steps from the relevant Knowledge articles to help the agent quickly resolve the customer’s needs.
The other options are incorrect: B refers to invoking a flow to create a Knowledge article, which is unrelated to the task of retrieving existing Knowledge articles. C focuses on generating Knowledge articles, which is not the immediate need for this situation where the agent requires guidance on existing procedures. References:
Salesforce Documentation on Einstein Copilot
Trailhead Module on Einstein for Service
Question # 8
Where should the AI
Specialist go to add/update actions assigned to a copilot?
A. Copilot Actions
page, the record
page for the copilot action,
or the Copilot Action Library
tab B. Copilot Actions page or Global Actions C. Copilot Detail page, Global Actions, or the record page for the copilot action
Explanation: To add or update actions assigned to a copilot, an AI Specialist can manage this through several areas: Copilot Actions Page: This is the central location where copilot actions are managed and configured.
Record Page for the Copilot Action: From the record page, individual copilot actions can be updated or modified. Copilot Action Library Tab: This tab serves as a repository where predefined or custom actions for Copilot can be accessed and modified. These areas provide flexibility in managing and updating the actions assigned to Copilot, ensuring that the AI assistant remains aligned with business requirements and processes.
The other options are incorrect: B misses the Copilot Action Library, which is crucial for managing actions. C includes the Copilot Detail page, which isn't the primary place for action management.
References:
Salesforce Documentation on Managing Copilot Actions
Salesforce AI Specialist Guide on Copilot Action Management
Question # 9
Universal Containers (UC) wants to enable its sales team with automatic post-call visibility into mention of competitors, products, and other custom
phrases.
Which feature should
the AI Specialist set up to enable
UC's sales team?
A. Call Summaries B. CallExplorer C. Call Insights
Answer:C Explanation To enable
Universal Containers' sales team with automatic post-call visibility into
mentions ofcompetitors, products, and custom phrases, the AI Specialist should set upCall Insights.Call Insights analyzes voice and video
calls for key phrases, topics, and
mentions, providing insights into critical aspects of the conversation.This feature
automatically surfaces key details such as competitor mentions, product discussions, and custom phrases
specified by the sales team.Call Summariesprovide a general overview
of the call but do not specifically highlight keywords or topics.Call Exploreris a tool for navigating through
call data but does not focus on automatic insights.For more information, refer toSalesforce's Call Insights documentationregarding the analysis of call content and extracting actionable
information.
Question # 10
Universal Containers (UC) is implementing Einstein Generative AI to improve
customer insights and interactions. UC needs audit and
feedback
data to be
accessible for reporting purposes. What is a consideration for this requirement?
A. Storing this data requires
Data Cloud to be provisioned. B. Storing this data requires a custom object for data to be configured. C. Storing this data requires Salesforce big objects.
Explanation:
When implementing Einstein Generative AI for improved customer insights and interactions, the Data Cloud is a key consideration for storing and managing large-scale audit and feedback data. The Salesforce Data Cloud(formerly known as Customer 360 Audiences) is designed to handle and unify massive datasets from various sources, making it ideal for storing data required for AI-powered insights and reporting. By provisioning Data Cloud, organizations like Universal Containers (UC)can gain real-time access to customer data, making it a central repository for unified reporting across various systems.
Audit and feedback data generated by Einstein Generative AI needs to be stored in a scalable and accessible environment, and the Data Cloud provides this capability, ensuring that data can be easily accessed for reporting, analytics, and further model improvement.
Custom objects or Salesforce Big Objects are not designed for the scale or the specific type of real time, unified data processing required in such AI-driven interactions. Big Objects are more suited for archival data, where as Data Cloud ensures more robust processing, segmentation, and analysis capabilities.
The sales team at a hotel resort would
like to generate a guest summary about
the guests' interests and provide
recommendations based on their activity preferences
captured in each guest profile. They want
the summary to be available only on the contact record page.
Which AI capability should the team use?
A. Einstein Copilot B. Prompt Builder C. Model Builder
Explanation:
The sales team at a hotel resort wants to generate a guest summary about guests' interests and provide recommendations based on their activity preferences captured in each guest profile. They require the summary to be available only on the contact record page. Solution: Use Prompt Builder to create a prompt template that generates the desired summary and displays it on the contact record page. Prompt Builder: Purpose:Allows the creation of custom prompt templates that leverage AI to generate content based on Salesforce data. Functionality: Field Generation Templates:Can be used to populate fields on records with AI-generated summaries.
Customization: Enables the AI Specialist to design prompts that utilize data from the guest profiles to produce personalized summaries and recommendations. Relevance to the Use Case: The sales team wants the summary to be available on the contact record page, which aligns with the capabilities of Prompt Builder to generate and display content on specific record pages. Implementation Steps: Create a Field Generation Prompt Template: Use Prompt Builder to create a new prompt template of typeField Generation. Design the prompt to instruct the AI to generate a summary based on the guest's interests and activity preferences. Include Relevant Data: Use merge fields to include data from the guest profile in the prompt. Ensure that the prompt accesses the necessary fields to generate accurate recommendations. Configure the Contact Page Layout: Add the field that will display the AI-generated summary to the contact record page layout. Ensure that the field is only visible where appropriate, adhering to the requirement of availability only on the contact record page. Why Not Einstein Copilot or Model Builder: Option A (Einstein Copilot): Purpose: Einstein Copilot is a conversational AI assistant designed to interact with users through natural language. Mismatch with Requirements: The team wants a static summary displayed on the contact record page, not an interactive conversational experience. Option C (Model Builder): Purpose: Model Builder is used to create custom AI models for predictions and classifications. In applicability: Building a custom model is unnecessary for generating text summaries based on existing data. Model Builder does not directly provide functionality to generate and display summaries on record pages. References: Salesforce AI Specialist Documentation -Prompt Builder Overview: Provides an introduction to Prompt Builder and its capabilities. Salesforce Help -Creating Field Generation Prompt Templates: Guides on creating prompt templates that generate content for fields on records. Salesforce Trailhead -Customize AI Content with Prompt Builder: Offers hands-on experience in building and customizing prompt templates. Conclusion: By utilizing Prompt Builder, the sales team can create a customized prompt template that generates personalized guest summaries and recommendations based on activity preferences. This solution meets the requirement of displaying the summary only on the contact record page, enhancing the team's ability to engage with guests effectively.
Question # 12
An AI Specialist at Universal Containers is working on a prompt
template to generate
personalized emails for product demonstrationrequests from customers. It is important for the Al-generated email to adhere
strictly to the guidelines,
using only associated
opportunityinformation, 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.
Explanation: 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 # 13
Universal Containers is planning a marketing email about products
that most closely
match a customer's expressed interests.
What should an AI Specialist recommend to generate
this email?
A. Standard email marketing
template using Apex or flows for matching
interest in products B. Custom sales email template which is grounded with interest and product information C. Standard email draft with Einstein and choose standard email template
Explanation: To generate an email about products that closely match a customer’s expressed interests, an AI Specialist should recommend using a custom sales email template that is grounded with interest and product information. This ensures that the email content is personalized based on the customer's preferences, increasing the relevance of the marketing message.
Using grounding ensures that the generative AI pulls the correct data related to customer interests and product matches, making the email more effective. For more information, refer to Salesforce documentation on grounding AI-generated content and email personalization strategies.
Question # 14
Universal Containers (UC) wants to assess Salesforce's generative features but has concerns over its company data being exposed to third- party large language models (LLMs). Specifically, UC wants the following capabilities to be part of Einstein's generative AI service. No data is used for LLM training or product improvements by third- party LLMs. No data is retained outside of UC's Salesforce org. The data sent cannot be accessed by the LLM provider.
Which property of the Einstein Trust Layer should the AI Specialist highlight to UC that addresses these requirements?
A. Prompt Defense B. Zero-Data Retention Policy C. Data Masking
Explanation: Universal Containers (UC)has concerns about data privacy when using Salesforce's generative AI features, particularly around preventing third-party LLMs from accessing or retaining their data. The Zero-Data Retention Policy in the Einstein Trust Layeris designed to address these concerns by ensuring that:
No data is used for training or product improvements by third-party LLMs.
No data is retained outside of the customer's Salesforce organization.
The LLM provider cannot access any customer data.
This policy aligns perfectly with UC’s requirements for keeping their data safe while leveraging generative AI capabilities. Prompt Defense and Data Masking are also security features, but they do not directly address the concerns related to third-party data access and retention. References: Salesforce Einstein Trust Layer Documentation:https://help.salesforce.com/s/articleView?id=sf.einstein_trust_layer.htm
Question # 15
An administrator wants to check the response of the Flex prompt template they've built, but the preview button is greyed out. What is the reason for this?
A. The records
related to the prompt have not been
selected. B. The prompt has not been saved and activated, C. A merge field has not been inserted in the prompt.
Explanation:
When the preview button is greyed out in a Flex prompt template, it is often because the records related to the prompt have not been selected. Flex prompt templates pull data dynamically from Salesforce records, and if there are no records specified for the prompt, it can't be previewed since there is no content to generate based on the template.Option B, not saving or activating the prompt, would not necessarily cause the preview button to be greyed out, but it could prevent proper functionality. Option C, missing a merge field, would cause issues with the output but would not directly grey out the preview button. Ensuring that the related records are correctly linked is crucial for testing and previewing how the prompt will function in real use cases. Salesforce AI Specialist References:Refer to the documentation on troubleshooting Flex templates here: https://help.salesforce.com/s/articleView?id=sf.flex_prompt_builder_troubleshoot.htm
Question # 16
Amid their busy schedules, sales
reps at Universal
Containers dedicate time to follow
up with prospects and existing clients via email regarding renewals or new deals.
They spend many hours throughout the
week reviewing past communications and details about their customers
before performing their outreach.
Which standard Copilot
action helps sales reps draft personalized emails
to prospects by generating text based
on previous successful communications
A. Einstein Copilot Action:
Find Similar Opportunities B. Einstein Copilot Action: Draft or Revise Sales Email C. Einstein Copilot Action: Summarize Record
Answer:B Explanation : For sales reps who need to draft personalized emails based on previous communications, the AI Specialist should recommend theEinstein Copilot Action: Draft or Revise Sales Email. This action uses AI
to generate or revise email content, leveraging past successful
communications to create personalized and relevant outreach to prospects or
clients. Find Similar
Opportunitiesis used for opportunity matching, not email drafting.Summarize
Recordprovides a summary
of customer data but does not directly
help with drafting emails.For more information, refer toSalesforce's Einstein Copilot documentationon standard
actions for sales teams.
Question # 17
What is the main purpose of Prompt Builder?
A. A tool for developers to use in Visual Studio Code that creates prompts
for Apex programming, assisting developers in
writing code more efficiently. B. A tool that enables companies to create reusable prompts for large language models (LLMs), bringing generative AI responses to their flow of work C. A tool within Salesforce offering real-time Al-powered suggestions and guidance to users, Improving productivity and decision-making.
Answer:B Prompt Builderis designed to help
organizations create and configure
reusable prompts for large language
models (LLMs). By integrating generative AIresponses into workflows,Prompt Builderenables customization of AI prompts
that interact with Salesforce data and automate
complex processes. This tool is especially useful for creating tailored
and consistent AI-generated content in various business contexts, including
customer service and sales.It is not a tool forApex programming(as in option
A).It is also not
limited to real-time suggestions as mentioned in option C. Instead, it provides
a flexible way for companies to manage and customize how AI-driven responses are generated and used in their
workflows.References:Salesforce Prompt Builder
Overview:https://help.salesforce.com/s/articleView?id=sf.prompt_builder.
htm
Question # 18
An AI Specialist
turned on Einstein Generative AI in Setup. Now, the AI Specialist would like to
create custom prompt templates in Prompt Builder.
However, they cannot
access Prompt Builder
in the Setup menu.
What is causing the
problem?
A. The Prompt Template
User permission set was not assigned correctly. B. The Prompt Template Manager permission set was not assigned correctly. C. The large language model (LLM) was not configured correctly in Data Cloud.
Answer:B Explanation In order to
access and create custom prompt templates in
Prompt Builder, the AI
Specialist must have the Prompt Template
Managerpermission set assigned. Without this permission, they will not be able to access Prompt Builderin the Setup menu, even thoughEinstein Generative AIis enabled.Option Bis correct
because thePrompt Template Managerpermission set is required
to usePrompt Builder.Option A(Prompt Template
User permission set) is incorrect
because this permission allows users to use prompts, but not create or manage
them.Option C(LLM configuration in Data Cloud) is unrelated to the ability
to access Prompt Builder.References:Salesforce Prompt
Builder Permissions:https://help.salesforce.com/s/articleView?id=sf.
prompt_builder_permissions.htm
Question # 19
An AI Specialist needs to create a prompt template to fill
a custom field named Latest Opportunities
Summary on the Account
object with information from the three
most recently opened opportunities.
How should the AI Specialist gather the necessary data for the prompt template?
A. Create a flow to retrieve the opportunity information. B. Select the Account Opportunity object as a resource when creating the prompt template. C. Select the latest Opportunities related list as a merge field.
Answer:A Explanation To gather
the necessary data for populating the Latest Opportunities Summarycustom field on theAccount
object with information from the three most recently opened opportunities, the AI Specialist shouldcreate a flow. Aflowcan be configured to query and retrieve the required opportunity records based on criteria such as
their open date.
Once the flow has gathered the necessary data,
it can be used in a prompt templateor other automation processes to
populate the custom field on the Account record.Option Ais correct
because creating a flow allows
for dynamic data retrieval and control over the logic for selecting the most recent
opportunities.Option BandOption Cdo not provide sufficient control or data retrieval capabilities needed for this scenario.References:Salesforce Flow Documentation:https://help.salesforce.com/s/articleView?id=sf.flow.htm
Question # 20
Universal Containers (UC) plans to send one of three different emails
to its customers based on the customer's lifetime value score and their
market segment.
Considering that UC are required to explain why an e-mail
was selected, which
AI model should
UC use to achieve this?
A. Predictive model and generative model B. Generative model C. Predictive model
Answer:C Explanation: Universal Containersshould use aPredictive modelto decide which of the
three emails to send based on the customer'slifetime value scoreandmarket segment. Predictive models analyze data to forecast
outcomes, and in this case,
it would predict the most appropriate email to send based on customer
attributes. Additionally, predictive models can provideexplainabilityto show why a certain email was chosen,
which is crucial
for UC’ s requirement to
explain the decision-making process. Generative
modelsare typically used for content
creation, not decision-making, and thus wouldn't
be suitable for this requirement.Predictive
modelsoffer the ability
to explain why a particular decision was made, which aligns with
UC’s needs.Refer toSalesforce’s Predictive AI model documentationfor more insights on how predictive models are used for
segmentation and decision making
Question # 21
What is the primary
function of the planner service in the Einstein Copilot system?
A. Generating record
queries based on conversation history B. Offering real-time language translation during conversations C. Identifying copilot actions to respond to user utterances
Answer:C Explanation The primary
function of theplanner servicein theEinstein Copilotsystem is toidentify copilot actionsthat should be
taken in response to user utterances. This service is responsible for analyzing
the conversation and determining the appropriate actions (such as querying records,
generating a response,
or taking another
action) that
theEinstein Copilotshould perform based on
user input.
Question # 22
Universal Containers recently launched a pilot program
to integrate conversational AI into its CRM business operations with Einstein Copilot.
How should the AI Specialist monitor
Copilot's usability and the assignment of actions?
A. Run a report on the Platform Debug
Logs. B. Query the Copilot log data using the metadata API. C. Run Einstein Copilot Analytics.
Answer:C Explanation: To monitorEinstein Copilot'susability and the assignment of actions, the AI Specialist should run Einstein
Copilot Analytics. This feature provides insights into how often Copilot is
used, the types ofactions it is handling, and overall user engagement with the
system. It’s the most effective way to
track Copilot's performance and usage patterns. Platform Debug Logsare not relevant for tracking user behavior or the assignment of Copilot actions.Querying the Copilot
log data via the Metadata
APIwould not provide
the necessary insights
in a structured manner.For more details,
refer toSalesforce's Copilot Analytics documentationfor tracking AI-driven
interactions.
Question # 23
A support
team handles a high volume
of chat interactions and needs a solution to provide quick,
relevant responses to customer inquiries.
Responses must be grounded
in the organization's knowledge base to maintain
consistency and accuracy. Which feature in Einstein for
Service should the support team use?
A. Einstein Service Replies B. Einstein Reply Recommendations C. Einstein Knowledge Recommendations
Answer:B Explanation The support team should
useEinstein Reply Recommendationsto provide quick,
relevant responses to customer inquiries that are grounded in the
organization’s knowledge base. This feature leverages AI to recommend accurate
and consistent replies
based on historical interactions and the knowledge stored
in the system, ensuring that
responses are aligned with organizational standards.Einstein
Service Replies(Option A) is focused
on generating replies
but doesn't have the same emphasis on grounding responses in
the knowledge base.Einstein Knowledge Recommendations(Option C) suggests knowledge
articles to agents,
which is more about
assisting the agent in finding
relevant articles than providing automated
or AI-generated responses to
customers.Salesforce
AI Specialist References:For more information on Einstein Reply
Recommendations:https://help. salesforce.com/s/articleView?id=sf.einstein_reply_recommendations_overview.htm
Question # 24
The marketing team at Universal
Containers is looking
for a way personalize emails
based on customer behavior, preferences, and
purchase history.
Why should the team use Einstein Copilot
as the solution?
A. To generate relevant
content when engaging
with each customer B. To analyze past campaign performance C. To send automated emails to all customers
Explanation: Einstein Copilots designed to assist in generating personalized, AI-driven content based on customer data such as behavior, preferences, and purchase history. For the marketing team at Universal Containers, this is the perfect solution to create dynamic and relevant email content. By leveraging Einstein Copilot, they can ensure that each customer receives tailored communications, improving engagement and conversion rates. Option A is correct as Einstein Copilot helps generate real-time, personalized content based on comprehensive data about the customer.
Universal Containers (UC) has a mature Salesforce org with a lot of data in cases and Knowledge articles.
UC is concerned that there are many legacy fields, with data that might not
beapplicable for Einstein AI todraft accurate email responses. Which solution should UC use to ensure Einstein
AI can draft responsesfrom a defined data source?
A. Service AI Grounding B. Work Summaries C. Service Replies
Explanation: Service AI Groundingis the solution thatUniversal Containersshould use to ensureEinstein AIdrafts responses based on a well-defined data source. Service AI Grounding allows the AI model to be anchored in specific, relevant data sources, ensuring that any AI-generated responses (e.g., email replies) are accurate, relevant, and drawn from up-to-date information, such asKnowledge articlesorcases.
Given that UC has legacy fields and outdated data, Service AI Grounding ensures that only the valid and applicable data is used by Einstein AI to craft responses. This helps improve the relevance of responses and avoids inaccuracies caused by outdated or irrelevant fields.
Work SummariesandService Repliesare useful features but do not address the need for grounding AI outputs in specific, current data sources likeService AI Groundingdoes. For more details, you can refer to Salesforce’sService AI Grounding documentationfor managing AIgenerated content based on accurate data sources.
Question # 26
Universal Containers (UC) wants to create a new Sales
Email prompt template
in Prompt Builder
using the "Save As"
function. However,UC notices that the new template produces different results compared to the standard
Sales Email prompt due to missing hyperparameters.
What should
UC do to ensure the new prompt
template produces results
comparable to the standard Sales Email prompts?
A. Use Model Playground to create a model configuration with the specified
parameters. B. Manually add the hyperparameters to the new template. C. Revert to using the standard template without modifications.
Explanation: WhenUniversal Containerscreates a new Sales Email prompt template using the"Save As"function, missing hyperparameters can result in different outputs. To ensure the new prompt produces comparable results to the standard Sales Email prompt, the AI Specialist shouldmanually add the necessary hyperparametersto the new template.
Hyperparameters likeTemperatureF, requency Penalty , andPresence Penaltydirectly affect how the AI generates responses. Ensuring that these are consistent with the standard template will result in similar outputs. Option A (Model Playground)is not necessary here, as it focuses on fine-tuning models, not adjusting templates directly. Option C (Reverting to the standard template)does not solve the issue of customizing the prompt template. For more information, refer toPrompt Builder documentationon configuring hyperparameters in custom templates.
Question # 27
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 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.
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. OptionCaccurately 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. References: 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 # 28
An AI Specialist
has created a copilot custom action using flow as the reference action type.
However, it is
not delivering the expected results
to the conversation preview, and therefore needs troubleshooting.
What should the AI Specialist do to identify the root cause of the problem?
A. In Copilot Builder within the Dynamic
Panel, turn on dynamic debugging to show the inputs and outputs. B. Copilot Builder within the Dynamic Panel, confirm selected action and observe the values in Input and Output sections. C. In Copilot Builder, verify the utterance entered by the user and review session event logs for debug information.
Answer:A Explanation When
troubleshooting acopilot custom actionusing
flow as the reference action type, enabling
dynamic debuggingwithinCopilot Builder's Dynamic Panelis the
most effective way to identify the root cause. By turning on dynamic debugging, the AI Specialist can see detailed
logs showing both the inputs and outputsof
the flow, which helps identify where
the action might be failing or not delivering the expected results.Option B, confirming selected actions
and observing the Input and Output sections, is useful for monitoring flow configuration but does not provide the deep diagnostic details available with dynamic
debugging.Option C, verifying the user utterance and reviewing session
event logs, could
provide helpful context, but dynamic debugging is the
primary tool for identifying issues
with inputs and outputs in real time.Salesforce
AI Specialist References:To explore more about dynamic debugging
in Copilot Builder,
see: https://help.salesforce.com/s/articleView?id=sf.copilot_custom_action_debugging.htm
Salesforce Salesforce-AI-Specialist Latest Result Cards
Latest Salesforce AI Specialist Exam Questions:
Q1: Which type of prompt templates can be used to bring generative AI-assisted workflows to custom fields within a salesforce Record?
A. Flex Prompt Templates
B. Field Generation Prompt Templates
C. Record Summary Prompt Templates
Answer: B
====================================
Q2. An Al Specialist has been assigned a task to create a Prompt Template for Sales Team to help reduce the time that the team spends on creating invitations to customers for product events. How can Al Specialist create a Prompt Template.
A. New Prompt Template button on prompt builder explore Page.
B. New Prompt template quick Action on home page.
C. New Prompt Template global Action.
Answer: A
====================================
Q3. An Al Specialist has been assigned a task to create a Prompt Template for Sales Team to help reduce the time that the team spends on creating invitations to customers for product events. Which of the following resources can be used in a Prompt Template?
A. Apex Class
B. Omniscript
C. Integration Procedure
Answer: A
====================================
Q4. Which of the following technique used to provide context and specificity to prompt responses?
A. Toxicity Detection
B. Prompt Defense
C. Grounding Answer: C
====================================
Q5. Which of the following is a building block of Einstein copilot?
A. Events
B. Actions
C. Prompts Answer: c
How long is the Salesforce AI Specialist certification valid?
The AI Associate certification is typically valid for 3 years. After this period, you will need to complete a maintenance exam or continue your education to retain your Salesforce-AI-Specialist certification.
What topics are covered in the Salesforce AI Specialist exam?
Topics Covered in the Salesforce AI Specialist Exam: The Salesforce AI Specialist exam encompasses a diverse range of essential topics that are crucial for mastering AI in the Salesforce ecosystem. Here’s what you can expect:
1. AI Concepts: Understand foundational AI principles, including key terms and methodologies.
2. Salesforce Einstein Features: Explore the powerful capabilities of Salesforce Einstein and how they can be leveraged for enhanced decision-making.
3. Implementation Strategies: Learn effective strategies for implementing AI solutions within Salesforce to solve real-world business challenges.
4. Data Preparation: Discover the best practices for preparing and managing data to ensure optimal performance of AI models.
5. Ethical Considerations in AI: Examine the ethical implications of AI technologies and how to implement AI responsibly.
What is the Salesforce AI Specialist Exam?
The Salesforce AI Specialist Exam is a certification that assesses your knowledge and skills in applying AI technologies within the Salesforce ecosystem, particularly focusing on Salesforce Einstein features.
What types of questions are included in the Salesforce AI Specialist exam?
The exam includes a variety of Salesforce AI Specialist questions that test your understanding of AI concepts, Salesforce AI features, implementation strategies, and best practices.
What are common Salesforce AI interview questions?
Common questions may include inquiries about Salesforce AI solutions, your experience with AI use cases, and how you would integrate AI into Salesforce CRM.
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