Salesforce Certified AI Specialist Practice Test - Questions Answers, Page 5
List of questions
Question 41

Universal Containers (UC) is Implementing Service AI Grounding to enhance its customer service operations. UC wants to ensure that its AI- generated responses are grounded in the most relevant data sources. The team needs to configure the system to include all supported objects for grounding.
Which objects should UC select to configure Service AI Grounding?
Explanation:
Universal Containers (UC) is implementing Service AI Grounding to enhance its customer service operations. They aim to ensure that AI-generated responses are grounded in the most relevant data sources and need to configure the system to include all supported objects for grounding.
Supported Objects for Service AI Grounding:
Case
Knowledge
Case Object:
Role in Grounding: Provides contextual data about customer inquiries, including case details, status, and history.
Benefit: Grounding AI responses in case data ensures that the information provided is relevant to the specific customer issue being addressed.
Knowledge Object:
Role in Grounding: Contains articles and documentation that offer solutions and information related to common issues.
Benefit: Utilizing Knowledge articles helps the AI provide accurate and helpful responses based on verified information.
Exclusion of Other Objects:
Case Notes and Case Emails:
Not Supported for Grounding: While useful for internal reference, these objects are not included in the supported objects for Service AI Grounding.
Reason: They may contain sensitive or unstructured data that is not suitable for AI grounding purposes.
Why Options A and C are Incorrect:
Option A (Case, Knowledge, and Case Notes):
Case Notes Not Supported: Case Notes are not among the supported objects for grounding in Service AI.
Option C (Case, Case Emails, and Knowledge):
Case Emails Not Supported: Case Emails are also not included in the list of supported objects for grounding.
Salesforce AI Specialist Documentation - Service AI Grounding Configuration: Details the objects supported for grounding AI responses in Service Cloud.
Salesforce Help - Implementing Service AI Grounding: Provides guidance on setting up grounding with Case and Knowledge objects.
Salesforce Trailhead - Enhance Service with AI Grounding: Offers an interactive learning path on using AI grounding in service scenarios.
Question 42

What is the main purpose of Prompt Builder?
Explanation:
Prompt Builder is designed to help organizations create and configure reusable prompts for large language models (LLMs). By integrating generative AI responses into workflows, Prompt Builder enables 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 for Apex 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.
Salesforce Prompt Builder Overview: https://help.salesforce.com/s/articleView?id=sf.prompt_builder.htm
Question 43

Universal Containers (UC) wants to offer personalized service experiences and reduce agent handling time with Al-generated email responses, grounded in Knowledge base.
Which AI capability should UC use?
Explanation:
For Universal Containers (UC) to offer personalized service experiences and reduce agent handling time using AI-generated responses grounded in the Knowledge base, the best solution is Einstein Service Replies for Email. This capability leverages AI to automatically generate responses to service-related emails based on historical data and the Knowledge base, ensuring accuracy and relevance while saving time for service agents.
Einstein Email Replies (option A) is more suited for sales use cases.
Einstein Generative Service Replies for Email (option C) could be a future offering, but as of now, Einstein Service Replies for Email is the correct choice for grounded, knowledge-based responses.
Einstein Service Replies Overview: https://help.salesforce.com/s/articleView?id=sf.einstein_service_replies.htm
Question 44

Universal Containers wants to use an external large language model (LLM) in Prompt Builder.
What should an AI Specialist recommend?
Explanation:
Bring Your Own Large Language Model (BYO-LLM) functionality in Einstein Studio allows organizations to integrate and use external large language models (LLMs) within the Salesforce ecosystem. Universal Containers can leverage this feature to connect and ground prompts with external LLMs, allowing for custom AI model use cases and seamless integration with Salesforce data.
Option B is the correct choice as Einstein Studio provides a built-in feature to work with external models.
Option A suggests using Apex, but BYO-LLM functionality offers a more streamlined solution.
Option C focuses on Flow and External Services, which is more about data integration and isn't ideal for working with LLMs.
Salesforce Einstein Studio BYO-LLM Documentation: https://help.salesforce.com/s/articleView?id=sf.einstein_studio_llm.htm
Question 45

Universal Containers Is Interested In Improving the sales operation efficiency by analyzing their data using Al-powered predictions in Einstein Studio.
Which use case works for this scenario?
Explanation:
For improving sales operations efficiency, Einstein Studio is ideal for creating AI-powered models that can predict outcomes based on data. One of the most valuable use cases is predicting customer lifetime value, which helps sales teams focus on high-value accounts and make more informed decisions. Customer lifetime value (CLV) predictions can optimize strategies around customer retention, cross-selling, and long-term engagement.
Option B is the correct choice as predicting customer lifetime value is a well-established use case for AI in sales.
Option A (customer sentiment) is typically handled through NLP models, while Option C (product popularity) is more of a marketing analysis use case.
Salesforce Einstein Studio Use Case Overview: https://help.salesforce.com/s/articleView?id=sf.einstein_studio_overview
Question 46

An AI Specialist at Universal Containers is working on a prompt template to generate personalized emails for product demonstration requests from customers. It is important for the Al-generated email to adhere strictly to the guidelines, using only associated opportunity information, 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?
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 47

Universal Containers implements Custom Copilot Actions to enhance its customer service operations. The development team needs to understand the core components of a Custom Copilot Action to ensure proper configuration and functionality.
What should the development team review in the Custom Copilot Action configuration to identify one of the core components of a Custom Copilot Action?
Explanation:
Instructions: This is a core component of Custom Copilot Actions. Instructions tell the AI modelwhat the action should do and how it should be executed. Clear and concise instructions arecrucial for the action to function correctly and provide the expected outcome.
Let's look at why the other options are not the primary core component:Output Types: While important for defining the kind of data the action produces, it's not thecore defining element of the action itself.Action Triggers: These determine when the action is initiated, but they don't define the corefunctionality of the action
Question 48

Based on the user utterance, ''Show me all the customers in New York', which standard Einstein Copilot action will the planner service use?
Explanation:
The standard Einstein Copilot action that would be used in response to the user utterance, ''Show me all the customers in New York,'' is Query Records. This action is responsible for retrieving a set of records from Salesforce based on a specified condition --- in this case, filtering customers by location (New York).
Query Records is the action that fetches relevant data based on the criteria provided in the user's input.
Select Records is more about picking specific records from an already presented list.
Fetch Records is not a standard term used in this context for the action.
Refer to Einstein Copilot documentation on how Copilot actions work with natural language queries and data retrieval.
Question 49

An AI Specialist wants to ground a new prompt template with the User related list.
What should the AI Specialist consider?
Explanation:
An AI Specialist wants to ground a new prompt template with the User related list. Grounding in prompt templates involves using data from related lists to provide context or additional information to the Large Language Model (LLM) when generating responses.
Key Consideration:
Unsupported Related Lists in Prompt Templates:
Limitation: The User related list is not supported in prompt templates for grounding purposes.
Reason: Salesforce restricts certain objects and related lists from being used in prompt templates to maintain data security and integrity. The User object often contains sensitive information and is subject to strict access controls.
Impact: Attempting to use the User related list in a prompt template will not work as expected because the system does not support it.
Why Options A and B are Incorrect:
Option A (The User related list should have View All access):
Incorrect: Even with View All access, the User related list is still not supported in prompt templates.
Security Concerns: Granting View All access to the User object is a significant security risk and not a recommended practice.
Option B (The User related list needs to be included on the record page):
Incorrect: Including the User related list on the record page does not affect its availability in prompt templates.
Irrelevance: The placement of the related list on the record page does not change the system's ability to access it in a prompt template.
Salesforce AI Specialist Documentation - Prompt Templates Limitations:
Details the objects and related lists that are not supported in prompt templates.
Salesforce Help - Data Access in Prompt Templates:
Explains how data access and security considerations affect the use of objects in prompt templates.
Salesforce Trailhead - Understanding Prompt Template Grounding:
Provides insights into grounding prompt templates and the limitations involved.
Conclusion:
Since the User related list is not supported in prompt templates, the AI Specialist must consider alternative approaches. They might need to redesign the prompt template to use supported objects or related lists, or explore other methods to incorporate necessary user information while adhering to Salesforce's data access policies.
Question 50

Which use case is best supported by Salesforce Einstein Copilot's capabilities?
Explanation:
Salesforce Einstein Copilot is designed to provide a conversational AI interface that can be utilized by different types of Salesforce users, such as developers, sales agents, and retailers. It acts as an AI-powered assistant that facilitates natural interactions with the system, enabling users to perform tasks and access data easily. This includes tasks like pulling reports, updating records, and generating personalized responses in real time.
Option A is correct because Einstein Copilot brings a conversational interface that caters to a wide range of users.
Option B and Option C are more focused on developing and training AI models, which are not the primary functions of Einstein Copilot.
Salesforce Einstein Copilot Overview: https://help.salesforce.com/s/articleView?id=einstein_copilot_overview.htm
Question