Generative AI
A concern for generative AI
Hallucinations
The main goal of incorporating AI into Salesforce
To enhance CRM
OR
To improve customer engagement and increase sales
The cause of biased customer interactions
Low quality or biased training data put into the generative AI for CRM
A data quality expert at Cloud Kicks wants to ensure that each new contact contains at least an email address. Which feature should they use to accomplish this?
Which of the following is one of Salesforce's Trusted AI Principles?
A) Accuracy
B) Accountability
C) Sustainability
The primary benefit of using generative AI in CRM for customer support
Reducing the need for human customer support agents
The product that leverages AI to provide insights and recommendations to sales and service teams
What is Salesforce Einstein
The solution to mitigating bias in generative AI CRM models
Ensuring diverse and representative training data
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?
Determining data availability
What is the main focus of the Accountability principle in Salesforce's Trusted AI Principles?
Taking responsibility to one's actions towards customers, partners and society
How generative AI contributes to personalization in CRM
By creating tailored product recommendations and content for each customer
What does the Einstein Prediction Builder do?
Forecasts future sales opportunities
When data is labeled based on stereotypes, reflecting the assumptions or values of a society or culture
What is societal bias
Cloud Kicks wants to decrease the workload for its customer care agents by implementing a chatbot on its website. Which field of AI is most suitable for this scenario?
Natural language processing
Which of the following is a milestone in Ethical AI Practice Maturity Model?
A. Accurate & Accountable
B. Managed & Sustainable
C. Responsible & Inclusive
B: Managed and sustainable
Three ethical considerations to take into account when using generative AI in CRM
data privacy, bias and transparency
Opportunity scoring, lead scoring and account insights are ...
Features of Einstein that enhance sales efficiency by prioritizing opportunities and providing insights
What type of data should be omitted to avoid introducing unintended bias to an AI model?
A) demographic
B) transactional
C) engagement
Demographic data: to avoid introducing bias based on population characteristics
Cloud Kicks wants to ensure that multiple records for the same customer are removed in Salesforce. Which feature should be used to accomplish this?
Options:
A. Duplicate management
B. Trigger deletion of old records
C. Standardized field names
Duplicate management
A customer using Einstein Prediction Builder is confused about why a certain prediction was made. Following Salesforce's Trusted AI Principle of Transparency, what customer information should be accessible?
An explanation of the prediction's rationale and a model card describing how the model was created.
How high-quality training data benefits generative AI in CRM
By allowing the AI model to provide more relevant, content-aware responses to customer inquiries
OR
By providing fair, unbiased customer interactions
What is the Salesforce Trusted AI Principle of Transparency?
Flagging sensitive variables to prevent discriminatory practices and ensure clarity in AI decision making
Which data does Salesforce automatically exclude from Marketing Cloud Einstein engagement model training?
Demographic data
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?
Duplication
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.
B: Flag sensitive variables and their proxies to prevent discriminatory lending practices.