Cloud Kicks 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?

A. Use demographic data to identify minority groups.

B. Integrate AI models that auto-correct biased data.

C. Implement Salesforce’s Trusted AI Principles.

A marketing manager wants to use AI to better engage their customers.
Which functionality provides the best solution?

A. Bring Your Own Model

B. Journey Optimization

C. Einstein Engagement

Which data does Salesforce automatically exclude from Marketing Cloud Einstein engagement model training to mitigate bias and ethical risks?

A. Cryptographic

B. Geographic

C. Demographic

What is the most likely impact that high-quality data will have on customer relationships?

A. Improved customer trust and satisfaction

B. Increased brand loyalty

C. Higher customer acquisition costs

What are predictive analytics, machine learning, natural language processing (NLP), and computer vision?

A. Different types of AI that can be applied in Salesforce

B. Different types of automation tools used in Salesforce

C. Different types of data models used in Salesforce

What is a benefit of a diverse, balanced, and large dataset?

A. Training time

B. Model accuracy

C. Data privacy

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

A. Ensures compliance with laws and regulations

B. Confirms the data is accessible to all users

C. Increases the volume of data collected

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

A. By limiting how many people have access to data

B. By applying data retention policies

C. By reducing how many attributes are collected

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

A. Ensuring transparency in AI-driven recommendations and predictions

B. Taking responsibility for one’s actions toward customers, partners, and society

C. Safeguarding fundamental human rights and protecting sensitive data

Cloud Kicks 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?

A. Age

B. Duplication

C. Consistency

How is natural language processing (NLP) used in the context of AI capabilities?

A. To understand and generate human language

B. To interpret and understand programming language

C. To cleanse and prepare data for AI implementations

An administrator at Cloud Kicks 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 administrator use to accomplish this?

A. Text

B. Rich Text Area

C. Multi-Select Picklist

Which best describes the difference between predictive AI and generative AI?

A. Predictive AI and generative AI have the same capabilities but differ in the type of input they receive; predictive AI receives raw data whereas generative AI receives natural language.

B. Predictive AI uses machine learning to classify or predict outputs from its input data whereas generative AI does not use machine learning to generate its output.

C. Predictive AI uses machine learning to classify or predict outputs from its input data whereas generative AI uses machine leaning to generate new and original output for a given input.

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?

A. Enhanced accuracy and reliability of medical predictions and diagnoses

B. Reduced need for healthcare expertise in interpreting AI outputs

C. Ensured compatibility of AI algorithms with the system’s infrastructure

What should organizations do to ensure data quality for their AI initiatives?

A. Prioritize model fine-tuning over data quality improvements.

B. Collect and curate high-quality data from reliable sources.

C. Rely on AI algorithms to automatically handle data quality issues.

A system admin recognizes the need to put a data management strategy in place.
What is a key component of a data management strategy?

A. Naming Convention

B. Color Coding

C. Data Backup

What is a potential outcome of using poor-quality data in AI applications?

A. AI models may produce biased or erroneous results.

B. AI models become more interpretable.

C. AI model training becomes slower and less efficient.

What is a possible outcome of poor data quality?

A. AI models maintain accuracy but have slower response times.

B. AI predictions become more focused and less robust.

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

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

A. Leads to more informed and balanced decision-making

B. Alerts humans to the presence of biased data

C. Reduces the need for human involvement

Which type of bias imposes a system's values on others?

A. Association

B. Automation

C. Societal

What is a sensitive variable that can lead to bias?

A. Country

B. Gender

C. Education level

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

A. Uses algorithms to learn from data and make decisions

B. Relies on preprogrammed rules to make decisions

C. Can perfectly mimic human intelligence and decision-making

Cloud Kicks wants to ensure that multiple records for the same customer are removed in Salesforce.
Which feature should be used to accomplish this?

A. Duplicate management

B. Trigger deletion of old records

C. Standardized field names

What are the key components of the data quality standard?

A. Accuracy, Completeness, Consistency

B. Reviewing, Updating, Archiving

C. Naming, Formatting, Monitoring

Cloud Kicks 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?

A. Survivorship

B. Societal

C. Confirmation

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

A. Demographic

B. Transactional

C. Engagement

Which action should be taken to develop and implement trusted generative AI with Salesforce's safety guideline in mind?

A. Be transparent when AI has created and autonomously delivered content.

B. Develop right-sized models to reduce our carbon footprint.

C. Create guardrails that mitigate toxicity and protect PII.

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?

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

B. A marketing article of the product that clearly outlines the product’s capabilities and features

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

In the context of Salesforce's Trusted AI Principles, what does the principle of Responsibility primarily focus on?

A. Ensuring ethical use of AI

B. Outlining the technical specifications for AI integration

C. Providing a framework for data model accuracy

A sales manager wants to improve their processes using AI in Salesforce.
Which application of AI would be most beneficial?

A. Lead scoring and opportunity forecasting

B. Data modeling and management

C. Sales dashboards and reporting

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

A. The data is collected in real time from source systems.

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

C. The data is skewed toward a particular demographic or source.

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

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

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

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

What is the best method to safeguard customer data privacy?

A. Automatically anonymize all customer data.

B. Track customer data consent preferences.

C. Archive customer data on a recurring schedule.

Cloud Kicks wants to decrease the workload for its customer care agents by implementing a chatbot on its website that partially deflects incoming cases by answering frequently asked questions.
Which field of AI is most suitable for this scenario?

A. Natural language processing

B. Predictive analytics

C. Computer vision

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?

A. Size of the dataset

B. Number of variables in the dataset

C. Age of the dataset

What is the key difference between generative and predictive AI?

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

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

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

A data quality expert at Cloud Kicks wants to ensure that each new contact contains at least an email address or phone number.
Which feature should they use to accomplish this?

A. Validation rule

B. Autofill

C. Duplicate matching rule

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

A. Creates, localizes, and translates product descriptions

B. Provides call summaries

C. Triggers personalized service replies

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?

A. Email address

B. Nickname

C. Financial status

What are some key benefits of AI in improving customer experiences in CRM?

A. Streamlines case management by categorizing and tracking customer support cases, identifying topics, and summarizing case resolutions

B. Improves CRM security protocols, safeguarding sensitive customer data from potential breaches and threats

C. Fully automates the customer service experience, ensuring seamless automated interactions with customer

What is an example of ethical debt?

A. Violating a data privacy law and failing to pay fines

B. Delaying an AI product launch to retrain an AI data model

C. Launching an AI feature after discovering a harmful bias

What is one way to achieve transparency in AI?

A. Allow users to give feedback regarding the inferences the AI makes about them.

B. Establish an ethical and unbiased culture amongst those involved.

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

What is machine learning?

A. A data model used in Salesforce

B. AI that can grow its intelligence

C. AI that creates new content

What can bias in AI algorithms in CRM lead to?

A. Ethical challenges in CRM systems

B. Advertising cost increases

C. Personalization and targeted marketing changes

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

A. Working with human rights experts

B. Striving for model explainability

C. Testing models with diverse datasets

Cloud Kicks relies on data analysis to optimize its product recommendations; however, CK encounters a recurring issue of incomplete customer records, with missing contact information and incomplete purchase histories.
How will this incomplete data quality impact the company's operations?

A. The diversity of product recommendations is improved.

B. The response time for product recommendations is stalled.

C. The accuracy of product recommendations is hindered.

Cloud Kicks 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?

A. Duplication

B. Consent

C. Usage

A Salesforce administrator creates a new field to capture an order's destination country.
Which field type should they use to ensure data quality?

A. Text

B. Number

C. Picklist

What is a benefit of data quality and transparency as it pertains to bias in generative AI?

A. Chances of bias are aggravated.

B. Chances of bias are removed.

C. Chances of bias are mitigated.

Cloud Kicks wants to use an AI model to predict the demand for shoes using historical data on sales and regional characteristics.
What is an essential data quality dimension to achieve this goal?

A. Age

B. Reliability

C. Volume