Salesforce Updated Salesforce-AI-Specialist Exam Questions and Answers by ayman

To improve the productivity of the service center, the AI Specialist should recommend theService RepliesandCase Summariesfeatures.

Service Replieshelps agents by automatically generating suggested responses to customer inquiries, reducing response time and improving efficiency.

Case Summariesprovide a quick overview of case details, allowing agents to get up to speed faster on customer issues.

Work Summariesare not as relevant for direct customer service operations, andSales Summariesare focused on sales processes, not service center productivity.

For more information, seeSalesforce's Einstein Service Cloud documentationon the use of generative AI to assist customer service teams.

The use case that necessitates the use ofPrompt Builderiscreating a draft of a support bulletin postfor new product patches.Prompt Builderallows the AI Specialist to create and refine prompts that generate specific, relevant outputs, such as drafting support communication based on product information and patch details.

Option B(agent performance score) would likely involve predictive modeling, not prompt generation.

Option C(estimating support ticket volume) would require data analysis and predictive tools, not prompt building.

For more details, refer toSalesforce’s Prompt Builder documentationfor generative AI content creation.

For a sales rep who may miss key details during long sales calls, the AI Specialist should recommend theCall Summaryfeature.Call SummaryusesEinstein Generative AIto automatically generate a concise summary of important points discussed during the call, helping the rep quickly review the key information they might have missed.

Call Exploreris designed for manually searching through call data but doesn't summarize.

Sales Summaryis focused more on summarizing overall sales activity, not call-specific content.

For more details, refer toSalesforce's Call Summary documentationon how AI-generated summaries can improve sales rep productivity.

When configuring acustom prompt templateto use related lists, the AI Specialist must be aware of themaximum number of related list merge fieldsthat can be included. Salesforce enforces limits to ensure prompt templates perform efficiently and do not overload the system with too much data. As a best practice, it's important to monitor and optimize the number of merge fields used.

Option Bis correct because there is a limit on how many related list merge fields can be included in a prompt template.

Option A(text encoding) andOption C(XML/JSON rendering) are not key considerations in this context.

References:

Salesforce Prompt Builder Documentation:https://help.salesforce.com/s/articleView?id=sf.prompt_builder.htm