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Question 23 - Certified AI Specialist discussion

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A service agent is looking at a custom object that stores travel information. They recently received a weather alert and now need to cancel flights for the customers that are related with this itinerary. The service agent needs to review the Knowledge articles about canceling and rebooking the customer flights.

Which Einstein Copilot capability helps the agent accomplish this?

A.
Execute tasks based on available actions, answering questions using information from accessible Knowledge articles.
Answers
A.
Execute tasks based on available actions, answering questions using information from accessible Knowledge articles.
B.
Invoke a flow which makes a call to external data to create a Knowledge article.
Answers
B.
Invoke a flow which makes a call to external data to create a Knowledge article.
C.
Generate a Knowledge article based off the prompts that the agent enters to create steps to cancel flights.
Answers
C.
Generate a Knowledge article based off the prompts that the agent enters to create steps to cancel flights.
Suggested answer: A

Explanation:

In this scenario, the Einstein Copilot capability that best helps the agent is its ability to execute tasks based on available actions and answer questions using data from Knowledge articles. Einstein Copilot can assist the service agent by providing relevant Knowledge articles on canceling and rebooking flights, ensuring that the agent has access to the correct steps and procedures directly within the workflow.

This feature leverages the agent's existing context (the travel itinerary) and provides actionable insights or next steps from the relevant Knowledge articles to help the agent quickly resolve the customer's needs.

The other options are incorrect:

B refers to invoking a flow to create a Knowledge article, which is unrelated to the task of retrieving existing Knowledge articles.

C focuses on generating Knowledge articles, which is not the immediate need for this situation where the agent requires guidance on existing procedures.

Salesforce Documentation on Einstein Copilot

Trailhead Module on Einstein for Service

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asked 26/09/2024
Niall Dempsey
35 questions
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