Salesforce AI Specialist Practice Exam

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If a customer service representative is unable to use a prompt in Salesforce, what should be your first step in troubleshooting?

Check if the prompt template permission set is assigned to the user
Review the prompt configuration settings
Verify if the Einstein prompt toggle is enabled
Clear the cache

The correct answer is: Check if the prompt template permission set is assigned to the user

In troubleshooting why a customer service representative cannot use a prompt in Salesforce, the first step should be to check if the prompt template permission set is assigned to the user. This is crucial because permission sets determine what users can access and utilize within Salesforce, including any specific functionality related to prompts. If the user lacks the necessary permissions, they simply will not be able to use the prompts effectively, regardless of other settings. Verifying the prompt template permission set specifically targets user access rights, which is foundational for functionality. Without the correct permission assigned, the user won't be able to see or interact with the prompt, making this step essential in the troubleshooting process. While reviewing the prompt configuration settings, checking if the Einstein prompt toggle is enabled, or clearing the cache may also be important aspects of troubleshooting, they are secondary to ensuring that the user has the appropriate permissions to access the feature in question.