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Question 16 - Certified Contact Center discussion

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Your bot requirements include personalized greetings and information based on customer data. Which Salesforce feature enables this?

A.
Custom Apex code dynamically fetching customer data and injecting it into chatbot responses.
Answers
A.
Custom Apex code dynamically fetching customer data and injecting it into chatbot responses.
B.
Merge fields within bot conversation scripts linking to specific object fields containing customer information.
Answers
B.
Merge fields within bot conversation scripts linking to specific object fields containing customer information.
C.
Einstein Insights providing real-time customer data to personalize bot interactions and recommendations.
Answers
C.
Einstein Insights providing real-time customer data to personalize bot interactions and recommendations.
D.
All of the above, depending on the level of personalization and data sources required.
Answers
D.
All of the above, depending on the level of personalization and data sources required.
Suggested answer: D

Explanation:

Personalizing chatbot interactions can be achieved through various Salesforce features depending on the complexity and source of the customer data. Custom Apex code can dynamically fetch and incorporate customer data into chat responses. Merge fields can link conversation scripts to Salesforce object fields. Einstein Insights can use AI to analyze customer data and tailor interactions. Thus, 'D. All of the above, depending on the level of personalization and data sources required' is the correct answer, as it covers the full range of tools available for personalizing chatbot communications.

Reference: Salesforce Einstein Insights

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asked 23/09/2024
Ted Kang
37 questions
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