Salesforce Certified Platform Administrator free question 10 / 10 · Domain 8: Agentforce
In customer inquiry handling, an administrator has found three steps that AI could improve and wants material for executives to decide on the investment. Which is the first task in producing the benefit figures, according to the Help article on identifying AI use cases in your business processes?
- Skip the time estimates, calculate the money saved directly, and ask executives to decide by comparing it with the average savings other companies report from AI
- Measure the time saved on each step only from usage logs after AI is introduced, and ask for a decision without making an estimate beforehand
- Count how many AI features can be used on each step, and rank investments on the idea that processes with more features bring a bigger benefit
- Estimate the time saved on each step, and have a colleague who estimated the original durations confirm those estimates
Show the answer and explanation
Answer: D
Why this is correct
Help says that once you have identified the steps AI can improve, you quantify the benefit. The first task is to estimate the time saved on each step and have the colleague who estimated the original durations confirm it. Checking against the person who produced the original estimates means the savings rest on the same assumptions, so they can be trusted as material for a decision.
Why the other options are wrong
"Count how many AI features can be used on each step, and rank investments on the idea that processes with more features bring a bigger benefit" … The figures Help names for the benefit are the time saved on each step and the money saved calculated from that time. Counting the number of AI features available as a measure of benefit isn't described.
"Measure the time saved on each step only from usage logs after AI is introduced, and ask for a decision without making an estimate beforehand" … Help asks you to review the steps and estimate how much time each could save. The flow of the article is that estimating before introducing AI is what lets you decide on the investment, not relying only on measurements taken afterward.
"Skip the time estimates, calculate the money saved directly, and ask executives to decide by comparing it with the average savings other companies report from AI" … Help calculates money saved from the time saved, so the time estimate comes first and cannot be skipped. After that, Help says to decide whether the cost reduction and productivity gain fit your own AI vision. The yardstick is your organization's direction, not other companies' averages.
Key point
The latter half of the article runs: review AI solutions, identify the steps that can be improved and quantify the benefit (estimate the time saved and confirm it, then the money saved, then check against your own direction). The reason for producing numbers is to help stakeholders understand what they would get from AI investment.