Salesforce Salesforce-AI-Specialist - Salesforce Certified AI Specialist Exam

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.

Prompt Builder is explicitly required to create AI-generated summary fields via prompt templates. These fields use natural language instructions to extract or synthesize information (e.g., summarizing contract terms). Time-to-close estimations (A) and lead scores (C) are typically handled by predictive AI (e.g., Einstein Opportunity Scoring) or analytics tools, which do not require Prompt Builder.

Einstein Copilot is designed to assist in generating personalized, AI-driven content based on customer data such as behavior, preferences, and purchase history. For the marketing team at Universal Containers, this is the perfect solution to create dynamic and relevant email content. By leveraging Einstein Copilot, they can ensure that each customer receives tailored communications, improving engagement and conversion rates.

Option A is correct as Einstein Copilot helps generate real-time, personalized content based on comprehensive data about the customer.

Option B refers more to Einstein Analytics or Marketing Cloud Intelligence, and Option C deals with automation, which isn't the primary focus of Einstein Copilot.

References:

Salesforce Einstein Copilot Overview: https://help.salesforce.com/s/articleView?id=einstein_copilot_overview.htm

To enable Sales Email prompt templates:

Permission Set: Assign the Prompt Template User permission set to the sales team to grant access to use pre-built templates.

Feature Activation: Enable Sales Emails in Salesforce Setup to activate the integration between prompt templates and email workflows.

Option B (Manager permission set): Required for creating/modifying templates, not for usage.

Option C (Data Cloud Admin): Unrelated to prompt template access.

References:

Salesforce Help: Prompt Template Permissions

Specifies that "Prompt Template User" is required to leverage templates in workflows.

Sales Email Setup outlines enabling the feature in Setup.

To enable Universal Containers' sales team with automatic post-call visibility into mentions of competitors, products, and custom phrases, the AI Specialist should set up Call Insights. Call Insights analyzes voice and video calls for key phrases, topics, and mentions, providing insights into critical aspects of the conversation. This feature automatically surfaces key details such as competitor mentions, product discussions, and custom phrases specified by the sales team.

Call Summaries provide a general overview of the call but do not specifically highlight keywords or topics.

Call Explorer is a tool for navigating through call data but does not focus on automatic insights.

For more information, refer to Salesforce's Call Insights documentation regarding the analysis of call content and extracting actionable information.

Action Builder is the central place in Salesforce Agentforce where you define and manage actions that your AI agents can perform. This includes connecting actions to various tools and systems.

Topics in Agentforce represent the different tasks or intents that an AI agent can handle. By assigning an action to a Topic in Action Builder, you're essentially telling the agent, "When you encounter this type of request or situation, perform this action."

Agentforce Sales Agent provides real-time insights and AI-powered recommendations, which are designed to streamline the sales process and help sales representatives focus on key tasks to increase conversion rates. It offers features like lead scoring, opportunity prioritization, and proactive recommendations, ensuring that sales teams can interact with customers efficiently and close deals faster.

Option A: While tracking customer interactions is beneficial, it is only part of the broader capabilities offered by Agentforce Sales Agent and is not the primary objective for improving real-time productivity.

Option B: Agentforce Sales Agent does not automate the entire sales process but provides actionable recommendations to assist the sales team.

Option C: This aligns with the tool's core purpose of enhancing productivity and driving sales success.

Knowledge Replies is the Einstein Generative AI capability that generates recommended responses for service agents by grounding responses in the organization’s Knowledge articles. This reduces handling time by providing contextually accurate suggestions sourced directly from approved content. Salesforce documentation states that Knowledge Replies leverage natural language processing (NLP) to match customer inquiries with relevant articles and draft replies, ensuring consistency and compliance.

Case Replies (A) focus on generating responses based on case data (e.g., case fields, history) but do not explicitly ground responses in Knowledge articles.

Service Replies (C) is not a standard Einstein capability tied to Knowledge-driven responses.

Context of the Question

Universal Container (UC) has used prompt templates to update summary fields on record pages.

Now, the admin wants to incorporate similar generative AI functionality within a Flow for automation purposes.

How to Call a Prompt Template Within a Flow

Flow Action: Salesforce provides a standard way to invoke generative AI templates or prompts within a Flow step. From the Flow Builder, you can add an “Action” that references the prompt template you created in Prompt Builder.

Other Options:

Invocable Apex: Possible fallback if there’s no out-of-the-box Flow Action available. However, Salesforce is releasing native Flow integration for AI prompts, making custom Apex less necessary.

Einstein for Flow: A broad label for Salesforce’s generative AI features within Flow. Under the hood, you typically use a “Flow Action” that points to your prompt.

Conclusion

The easiest out-of-the-box solution is to use a Flow Action referencing the prompt template. Hence, Option B is correct.

Salesforce AI Specialist References & Documents

Salesforce Trailhead: Use Prompt Templates in FlowDemonstrates how to add an Action in Flow that calls a prompt template.

Salesforce Documentation: Einstein GPT for FlowExplains standard flow actions to invoke and handle generative AI responses.

To use the Record Snapshots grounding feature in a prompt template, you must create a field set that includes all fields required for grounding. Field sets define which fields from an object are accessible to the AI model, ensuring the prompt template has structured data to generate contextually accurate responses. Salesforce documentation emphasizes that grounding relies on explicitly defined field sets to avoid exposing unintended data and to comply with security policies.

Page Layout configuration (A) controls UI organization but does not directly enable grounding.

Dynamic Forms (C) customize record pages dynamically but are unrelated to data grounding for prompts.