Salesforce AI Specialist Practice Exam

Which keyword categories are included out-of-the-box with Einstein Conversation Insights?

1. Competitor and product mentions

2. Customer satisfaction and escalations

3. Revenue and cost analysis

4. Knowledge article usage and performance

The correct answer is: Competitor and product mentions

Einstein Conversation Insights is designed to analyze and derive meaningful insights from customer interactions, particularly in a conversational context. The inclusion of keyword categories such as competitor and product mentions is essential because these categories help organizations understand how their products are perceived in the market, identify potential competitive threats, and examine how product discussions are influencing customer sentiment. Competitor mentions provide businesses with valuable information about how their offerings compare to others in the marketplace, while product mentions help gauge customer interest and engagement levels with specific items. This can lead to improved marketing strategies and product development based on real-time customer feedback and industry trends. On the other hand, categories like customer satisfaction and escalations focus more on service quality and problem resolution rather than competitive analysis. Revenue and cost analysis represents a financial perspective not directly tied to conversational insights. Knowledge article usage and performance relate to self-service content effectiveness instead of direct conversation insights. Therefore, the focus on competitor and product mentions aligns perfectly with the core objectives of Einstein Conversation Insights to drive actionable business strategies based on customer interactions.