Universal Containers is evaluating Einstein Generative AI features to improve the productivity of the service center operation.
Which features should the AI Specialist recommend?
Correct Answer:
A
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.
Universal Containers wants to allow its service agents to query the current fulfillment status of an order with natural language. There is an existing autolaunched flow to query the information from Oracle ERP, whichis the system of record for the order fulfillment process.
How should an AI Specialist apply the power of conversational AI to thisuse case?
Correct Answer:
B
To enableUniversal Containersservice agents to query the current fulfillment status of an order using natural language and leverage an existing auto-launched flow that queries Oracle ERP, the best solution is tocreate a custom copilot action that calls the flow. This action will allowEinstein Copilotto interact with the flow and retrieve the required order fulfillment information seamlessly. Custom copilot actions can be tailored to call various backend systems or flows in response to user requests.
✑ Option Bis correct because it enables integration betweenEinstein Copilotand the
flow that connects to Oracle ERP.
✑ Option A(Flex prompt template) is more suited for static responses and not for invoking flows.
✑ Option C(Integration Flow Standard Action) is not directly related to creating a specific copilot action for this use case.
References:
✑ Salesforce Einstein Copilot
An AI Specialist built a Field Generation prompt template that worked for many records, but users are reporting random failures with token limit errors.
What is the cause of the random nature of this error?
Correct Answer:
A
The reason behind the token limit errors lies in the dynamic nature of the prompt template used in Field Generation. In Salesforce's AI generative models, each prompt and its corresponding output are subject to a token limit, which encompasses both the input and output of the large language model (LLM). Since the prompt template dynamically adjusts based on the specific data of each record, the number of tokens varies per record. Some records may generate longer outputs based on their data attributes, pushing the token count beyond the allowable limit for the LLM, resulting in token limit errors.
This behavior explains why users experience random failures—it is dependent on the specific data used in each case. For certain records, the combined input and output may fall within the token limit, while for others, it may exceed it. This variation is intrinsic to how dynamic templates interact with large language models.
Salesforce provides guidance in their documentation, stating that prompt template design should take into account token limits and suggests testing with varied records to avoid such random errors. It does not mention switching to Flex template type as a solution, nor does it suggest that token limits fluctuate with user demand. Token limits are a constant defined by the model itself, independent of external user load.
References:
✑ Salesforce Developer Documentation onToken Limits for Generative AI Models
✑ Salesforce AI Best Practices on Prompt Design (Trailhead or Salesforce blog resources)
A data scientist needs to view and manage models in Einstein Studio. The data scientist also needs to create prompt templates in Prompt Builder.
Which permission sets should an AI Specialist assign to the data scientist?
Correct Answer:
A
To allow a data scientist to view and manage models inEinstein Studioand create prompt templates inPrompt Builder, the AI Specialist should assign theData Cloud AdminandPrompt Template Managerpermission sets.
✑ Data Cloud Adminprovides access to manage and oversee models withinEinstein
Studio.
✑ Prompt Template Managergives the user the ability to create and manage prompt templates withinPrompt Builder.
✑ Option Ais correct because it assigns the necessary permissions for both
managing models and creating prompt templates.
✑ Option BandOption Care incorrect as they do not provide the correct combination of permissions for managing models and building prompts.
References:
✑ Salesforce Permissions Documentation:https://help.salesforce.com/s/articleView?id=sf.perm_sets_overvie w.htm
An AI Specialist at Universal Containers (UC) Is tasked with creating a new custom prompt template to populate a field with generated output. UC enabled the Einstein Trust Layer to ensure AI Audit data is
captured and monitored for adoption and possible enhancements.
Which prompt template type should the AI Specialist use and which consideration should they review?
Correct Answer:
B
When creating acustom prompt templateto populate a field with generated output, the most appropriate template type isField Generation. This template is specifically designed for generating field-specific outputs using generative AI.
Additionally, the AI Specialist must ensure thatDynamic Fieldsare enabled.Dynamic Fieldsallow the system to use real-time data inputs from related records or fields when generating content, ensuring that the AI output is contextually accurate and relevant. This is crucial when populating specific fields with AI-generated content, as it ensures the data source remains dynamic and up-to-date.
TheEinstein Trust Layerwill track and audit the interactions to ensure the organization can monitor AI adoption and make necessary enhancements based on AI usage patterns.
For further reading, refer to Salesforce??s guidelines onField Generation templatesand the Einstein Trust Layer.