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

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

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.

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

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

What are some of the ethical challenges associated with AI development?

A. Implicit transparency of AI systems, which makes it easy for users to understand and trust their decisions

B. Potential for human bias in machine learning algorithms and the lack of transparency in AI decision-making processes

C. Inherent neutrality of AI systems, which eliminates any potential for human bias in decision-making

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

A. Training time

B. Model accuracy

C. Data privacy

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

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

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.

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

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

The Cloud Kicks technical team is assessing the effectiveness of their AI development processes.
Which established Salesforce Ethical Maturity Model should the team use to guide the development of trusted AI solutions?

A. Ethical AI Prediction Maturity Model

B. Ethical AI Practice Maturity Model

C. Ethical AI Process Maturity Model

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.

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

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

How does an organization benefit from using AI to personalize the shopping experience of online customers?

A. Customers are more likely to visit competitor sites that personalize their experience.

B. Customers are more likely to share personal information with a site that personalizes their experience.

C. Customers are more likely to be satisfied with their shopping experience.

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

What is the role of Salesforce's Trusted AI Principles in the context of CRM systems?

A. Outlining the technical specifications for AI integration

B. Providing a framework for AI data model accuracy

C. Guiding ethical and responsible use of AI

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 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.

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

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

A. Demographic

B. Transactional

C. Engagement

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

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 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.

Which Einstein capability uses emails to create content for Knowledge articles?

A. Predict

B. Discover

C. Generate

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

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.

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.

Which statement exemplifies Salesforce's honesty guideline when training AI models?

A. Control bias, toxicity, and harmful content with embedded guardrails and guidance.

B. Ensure appropriate consent and transparency when using AI- generated responses.

C. Minimize the AI model’s carbon footprint and environmental impact during training.

What are the three commonly used examples of AI in CRM?

A. Predictive scoring, forecasting, recommendations

B. Einstein Bots, face recognition, recommendations

C. Predictive scoring, reporting, image classification

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

A. Societal

B. Association

C. Interaction

Cloud Kicks 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?

A. Determine data availability.

B. Determine data outcomes.

C. Remove biased data.

A consultant conducts a series of Consequence Scanning Workshops to support testing diverse datasets.
Which Salesforce Trusted AI Principle is being practiced?

A. Accountability

B. Inclusivity

C. Transparency

Cloud Kicks is testing a new AI model.
Which approach aligns with Salesforce's Trusted AI Principle of Inclusivity?

A. Rely on a development team with uniform backgrounds to assess the potential societal implications of the model.

B. Test with diverse and representative datasets appropriate for how the model will be used.

C. Test only with data from a specific region or demographic to limit the risk of data leaks.

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

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 a key challenge of human-AI collaboration in decision-making?

A. Leads to more informed and balanced decision-making

B. Creates a reliance on AI, potentially leading to less critical thinking and oversight

C. Reduces the need for human involvement in decision-making processes

Cloud Kicks 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 dimension of data quality is affected in this scenario?

A. Accuracy

B. Completeness

C. Consistency

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

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 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

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

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.

What is a sensitive variable that can lead to bias?

A. Country

B. Gender

C. Education level

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

A. AI ensures complete data privacy by automatically obtaining user consent.

B. AI operates independently of user privacy and consent.

C. AI infringes on privacy when user consent is not obtained.

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

A. Model trainability

B. Model complexity

C. Model accuracy

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

A. Empower users of all skill levels to build AI applications with clicks, not code.

B. Empower users to solve challenging technical problems using neural networks.

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

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