QUESTION: 33

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?

Case, Knowledge, and Case Notes
Case and Knowledge
Case, Case Emails, and Knowledge

Answer(s): B

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.

Reference:

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.

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QUESTION: 34

What is the main purpose of Prompt Builder?

A tool for developers to use in Visual Studio Code that creates prompts for Apex programming, assisting developers in writing code more efficiently.
A tool that enables companies to create reusable prompts for large language models (LLMs), bringing generative AI responses to their flow of work
A tool within Salesforce offering real-time Al-powered suggestions and guidance to users, Improving productivity and decision-making.

Answer(s): B

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.

Reference:

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

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QUESTION: 35

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?

Einstein Email Replies
Einstein Service Replies for Email
Einstein Generative Service Replies for Email

Answer(s): B

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.

Reference:

Einstein Service Replies Overview:
https://help.salesforce.com/s/articleView?id=sf.einstein_service_replies.htm

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QUESTION: 36

Universal Containers (UC) wants to use Flow to bring data from unified Data Cloud objects to prompt templates.
Which type of flow should UC use?

Data Cloud-triggered flow
Template-triggered prompt flow
Unified-object linking flow

Answer(s): A

Explanation:

In this scenario, Universal Containers wants to bring data from unified Data Cloud objects into prompt templates, and the best way to do that is through a Data Cloud-triggered flow. This type of flow is specifically designed to trigger actions based on data changes within Salesforce Data Cloud objects.
Data Cloud-triggered flows can listen for changes in the unified data model and automatically bring relevant data into the system, making it available for prompt templates. This ensures that the data is both real-time and up-to-date when used in generative AI contexts. For more detailed guidance, refer to Salesforce documentation on Data Cloud-triggered flows and Data Cloud integrations with generative AI solutions.

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Free Salesforce-AI-Specialist Exam Braindumps

QUESTION: 33

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