Explore Generative AI in CRM Applications

Learning Objectives

After completing this unit, you’ll be able to:

Describe the generative AI features within Einstein for Sales and explain how they are used.
Describe the generative AI features within Einstein for Service and explain how they are used.

Key Topics

This unit prepares you for the Generative AI in CRM Applications section of the Salesforce AI Specialist exam, which makes up 17% of the overall exam. This section of the exam tests these topics.

Given a scenario, identify the correct generative AI feature in Einstein for Sales.
Given a scenario, identify the correct generative AI feature in Einstein for Service.

Like the previous unit, this unit contains practice scenario-based questions and flashcards.

Exam Practice Questions

Ready to jump in? The sample tool is not scored—it’s just an easy way to quiz yourself. To use it, read the scenario, then click on the answer you think is correct. Some questions may have more than one correct answer. Click Submit to learn whether the answer you chose is correct or incorrect, and why. If there’s a longer explanation, click Expand button to expand the window, then click anywhere in the window to close it. When you reach the end, you can review the answers or retake the questions.

Questions	Study Materials
1	Review the documentation on Einstein Lead Scoring to understand how Einstein for Sales Cloud can help you efficiently prioritize leads.
2	Read more to Understand How Einstein Generative AI Creates Sales Emails, and how you can use Sales Emails to personalize your customer interactions.
3	Learn more about how you can use Einstein Service Replies for Email to create personalized service experiences and reduce agent handling time.
4	Study up on Work Summaries to learn more about how you can Show AI-Generated Summaries with Einstein Work Summaries.

Exam Topic Flashcards

The following flashcards cover key generative AI features in Einstein for Sales and Einstein for Service. Use these interactive flashcards to brush up on some of the key topics you’ll find on this part of the exam.

Read the question or term on each card, then click or tap the card to reveal the correct answer. Click the right-facing arrow to move to the next card, and the left-facing arrow to return to the previous card.

Flashcards	Study Materials
1	Study up on Call Explorer Powered by Einstein Generative AI to learn how users can ask questions directly from voice and video call records.
2	Read about how Call Summaries Powered by Einstein Generative AI can help improve efficiency and visibility for sales teams.
3	Review Einstein Service Replies to learn how to improve response times with AI-powered suggestions.
4	Learn how to use Einstein Work Summaries to save time documenting case summaries.