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Explore AI Capabilities in CRM

Learning Objectives

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

  • Identify CRM AI capabilities.
  • Describe the benefits of AI as they apply to CRM.

Key Topics

This unit prepares you for the AI Capabilities in CRM section of the Salesforce AI Associate exam, which makes up 8% of the overall exam. This section of the exam tests these topics.

  • Capabilities of AI in Salesforce and CRM
  • Benefits of AI in CRM

This unit provides a number of interactive, real-world questions that are a lot like the ones you'll encounter as a Salesforce AI Associate. Looking at these scenarios helps prepare you to take the AI Capabilities in CRM section of the Salesforce AI Associate exam. As you tackle the practice questions, you get immediate feedback on your answers, along with detailed information on why your answers are correct (or incorrect).

The unit also contains interactive flashcards centered around study topics that help you prepare for the AI Capabilities in CRM section of the exam.

Exam Practice Questions

Ready to jump in? The interactive quiz below is not scored—it’s just an easy way to test yourself. To use it, read the scenario, then click on the answer you think is correct. Click Submit to learn whether the answer you chose is correct or incorrect, and why. If you see this icon Expand button , click it to expand the window then click anywhere in the window to close it. When you reach the end, you can review the answers and retake the quiz.

Did you choose an incorrect answer? Refresh your knowledge by checking out the table below for related study material.

Question 1
Review the trail, Get Started with Artificial Intelligence to learn more about AI capabilities in Salesforce.

Question 2

In the Sales Cloud Einstein module, learn how to target the best leads with Einstein Lead Scoring.

Question 3

Learn how AI enhances customer service in the unit, Improve Customer Service Using Artificial Intelligence

Question 4

Explore the help article, Data Management Best Practice Guide.

Exam Topic Flashcards

The following flashcards cover AI Capabilities in CRM. 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 on 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.

Do you need to brush up on your knowledge of the topics covered in the flashcards? Check out the table below for related study material.

Flashcard 1 Learn what Salesforce Data Cloud is all about by checking out the unit, Get to Know Salesforce Data Cloud

Flashcard 2

Discover how generative AI and Einstein are transforming the future of work in the module, Einstein & Generative AI: Quick Look.

Flashcard 3

Study up on deep learning in the Artificial Intelligence for Customer Service module.

Flashcard 4

Learn more about building a smart assistant in the module, Salesforce Einstein Basics.

Looking for more information? Continue your learning by exploring this handy list of related badges.

Congratulations! You’ve learned about AI Capabilities in CRM. Next, let’s take a look at Ethical Considerations in AI.

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