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

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.

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 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

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 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.

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 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

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

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

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 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 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 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 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

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

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

A. Association

B. Automation

C. Societal

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.

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.

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 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.

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 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

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

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

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

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 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

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

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.

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 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.

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

What is machine learning?

A. A data model used in Salesforce

B. AI that can grow its intelligence

C. AI that creates new content

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 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 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

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

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 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 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 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

Which features of Einstein enhance sales efficiency and effectiveness?

A. Opportunity Scoring, Lead Scoring, Account Insights

B. Opportunity List View, Lead List View, Account List view

C. Opportunity Scoring, Opportunity List View, Opportunity Dashboard

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

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

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.

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 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.