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

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

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

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.

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.

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.

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.

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

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

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

A. Predict

B. Discover

C. Generate

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

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

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 are the key components of the data quality standard?

A. Accuracy, Completeness, Consistency

B. Reviewing, Updating, Archiving

C. Naming, Formatting, Monitoring

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.

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

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

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

A. Societal

B. Association

C. Interaction

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

A. Demographic

B. Transactional

C. Engagement

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 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 a sensitive variable that can lead to bias?

A. Country

B. Gender

C. Education level

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 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.

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

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 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

A financial institution plans a campaign for preapproved credit cards.
How should they implement Salesforce's Trusted AI Principle of Transparency?

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

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

C. Incorporate customer feedback into the model’s continuous training.

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.

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 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

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 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 benefit of a diverse, balanced, and large dataset?

A. Model trainability

B. Model complexity

C. Model accuracy

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.

A business analyst (BA) wants to improve business by enhancing their sales processes and customer support.
Which AI applications should the BA use to meet their needs?

A. Sales data cleansing and customer support data governance

B. Machine learning models and chatbot predictions

C. Lead scoring, opportunity forecasting, and case classification

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

A. Training time

B. Model accuracy

C. Data privacy

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

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 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 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.

What role does data quality play in the ethical use of AI applications?

A. High-quality data is essential for ensuring unbiased and fair AI decisions, promoting ethical use, and preventing discrimination.

B. Low-quality data reduces the risk of unintended bias as the data is not overfitted to demographic groups.

C. High-quality data ensures the presence of demographic attributes required for personalized campaigns.

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

A. Association

B. Automation

C. Societal

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 discovered multiple variations of state and country values in contact records.
Which data quality dimension is affected by this issue?

A. Consistency

B. Usage

C. Accuracy

What is machine learning?

A. A data model used in Salesforce

B. AI that can grow its intelligence

C. AI that creates new content

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

Cloud Kicks wants to use AI to enhance its sales processes and customer support.
Which capability should they use?

A. Sales Path and Automated Case Escalations

B. Einstein Lead Scoring and Case Classification

C. Dashboard of Current Leads and Cases

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.

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